Changes to reseller plans

[antic]

Support should generally not be mixed with sarcasm.
They tend to work at cross purposes.

Originally Posted by Danl

It's .50 extra per account, charging your client an extra $.50 probably will not ruin most people, I could be wrong, and if I am, I apologize.

[kattouf]

The problem we have is not the $0.50/m, i will gladly pay that so you may have money build a better infrastructure. We should not have to pay for current accounts which we paid $4 for under the 'old' terms but i know that hsphere can't do that....

Dan said he would refund 8 months worth of account, and i can live with that.
Just confirm this and i will open a ticket.

[Danl]

Originally Posted by antic

Support should generally not be mixed with sarcasm.
They tend to work at cross purposes.

I wasn't being sarcastic, I was being serious, I really assume that .50 per month shouldn't be a big deal. I'm sorry that you took it sarcastically. That's the problem with communication over the internet, you can't tell voice inflection

[powvex]

the problem is: WE HAVE BEEN CHARGED FOR EXTRA ACCOUNTS YESTERDAY.

isnt this something that at least give us a month to move??! what will happen to all the money we have paid for extra accounts before??

[levseltzer]

I am not so pleased with the new pricing, but will accept it. However, I still have some questions:

• I am on the Zion plan now with 75 free CPs for $100/month. The next plan costs an extra $100 per month, but only gives me 25 more CPs. I do not appreciate the small increase in CPs for $100 per month.
• You have stated that it will be possible to get a refund for CPs purchased during the past 8 months. What is the procedure for this?
• In the past, the bandwidth and disk quota were major concerns for resellers. The current usage for these were prominently displayed on the reseller CP. Will it be possible to get the number of CPs listed on the reseller CP too? Will we get an email warning when we are close to using up all our free CPs?
• You said one reason for this charge was to upgrade the CP. Can you please provide us with a timetable for the upgrade? What new features will Vortech definitely be providing with this upgrade? As I will have to raise the price of my cheapest plans to cover this new cost, I need to have some good copy to provide my clients so they will gladly accept the price increase.
• You said that some people are "abusing" the CPs. Since everyone was charged for the license, and everyone has to pay for bandwidth and disk space, how is this considered an "abuse"?

Looking forward to hearing good things from Vortech...

[Brangwyn]

Originally Posted by Danl

It's .50 extra per account, charging your client an extra $.50 probably will not ruin most people, I could be wrong, and if I am, I apologize.

I suspect it's a bigger issue than Vortech yet realises and probably won't know until a more formal announcement is made e.g a customer wide email notification which is the only fair way to announce this considering you are changing a pricing policy and it therefore effects everyone not just those who frequent the forum.

This pricing change for some resellers will very easily equate to a 50% increase in monthly costs based on my own calculations and the feedback I've received from some of the other customers, it can amount to $125-$200 per month in some cases and no doubt there are even worse cases out there that I just don't know about yet.

So being hit completely out of left field with such an increase most certainly can easily ruin some business, particularly those who simply don't have the revenue stream to be able to cope with such a heft increase, lets face it, web hosting for many is about having a high volume of customers with small margins, not everyone is lucky enough to have massive margins on their plans.

EDIT: Also could someone please clarify what actually counts as a license in use please? do Moderated and Suspended accounts both count as a license despite the fact they're unusable by the end customer?

[Danl]

Okay, let me try to explain to everyone, here's what we're going to do. Any accounts that have been created in the last 8 months email me at sales@vortechhosting and I will credit back the money that was already paid for the accounts. Any accounts that are suspended are still using control panels, I have seen accounts that been suspended for 3+ years in people's accounts, it's time to clean them out. Also Brangwyn I did send out emails to all of the resellers before I put this post in here. Hopefully this will clear things up, if you have any more problems, feel free to email me at sales@vortechhosting.com and I'll be more than happy to answer any further questions.

-Dan

[3WHosts]

Hi All
Is there an easy way to consolidate accounts?
EG: I have an account that holds one domain and would like to move the domain and all of its content to sit under another account. This will enable me to remove an account and therefore reduce my total number of control panels.

I have many accounts like this and need an easy method!

Many Thanks
Kevin

[Brangwyn]

Brangwyn I did send out emails to all of the resellers before I put this post in here

Well with multiple accounts you'd have thought I would have received at least one of those emails and I definitely haven't.

[sivvaa]

How does the fee applied ?

If I have 100 CPS now, iam in NEO plan..
the FIRST 60 CPS are free and the rest of them are chargeable ?

am I rite ?

which means, I can move domains from additional CPS to the FREE cps and delete the additional cp ?

[powvex]

Danl, this is the 3rd time I'm writing this:

What about the credit we'd been charged for account creation before?

[serverzb]

Originally Posted by powvex

Danl, this is the 3rd time I'm writing this:

What about the credit we'd been charged for account creation before?

It is GONE!
Even we were contracted with those terms...

[stanj]

Originally Posted by admin

I don't have to be replying on the forum to know whats going on and get upgrades going all around I read the forums. I don't want customers to leave I want to offer them better service support and more services.

Brad, this is illustrative of the point I was trying to make....you might have a plan and even know what needs to be done but we are completely in the dark as to whether there is any interest on your part in correcting the situation. A message was posted on the forum months ago that suggested big changes would be made but we have seen no tangible results and if anything the general feeling of downward spiral continues. I am not speaking only for myself I believe when I make this suggestion......give us a reason to believe problems have been identified and an action plan is in place. What else are we to think when there is no communications of the current status, any possible plan to right the ship, and a time table.

I may not have experience in hosting but I surely have extensive experience in service oriented businesses and the lack of communications of the reasons to remain a client more often causes the demise of a service business than any other single cause. There is a crises of confidence and that has little to do with actual business operations, and has all to do with communications.

One thing that might help is finding out what your customers really want and need. I can assure it is not new bells and whistles, it is basic system reliability. Most of us have accounts with other hosts and we just do not see the same basic headaches with email, time outs on db web applications, application pools crashing rendering sites unavailable....etc. Something very basic is being overlooked. Do a survey of current customers to see what they what and what they would be willing to pay for to reach a certain level of reliability.

These comments are offered as constructive criticism based on it being in every one's interests to get back on track and build confidence in the system.
I often consult to small and mid size business owners, and I see that an objective outsider can identify problems that are lost in the forest of daily problems the staff is bogged down with. Consider hiring an outside evaluation....it might make everything much clearer.

[dpyers]

I'll echo stanj

[admin]

Originally Posted by sivvaa

How does the fee applied ?
If I have 100 CPS now, iam in NEO plan..
the FIRST 60 CPS are free and the rest of them are chargeable ?
am I rite ?
which means, I can move domains from additional CPS to the FREE cps and delete the additional cp ?

100% right...