Vortech - What the hell is this ??!!!

[arindra]

Resellers,
The wrong mailing list was emailed today regarding the unix2.hsphere.cc upgrade. We have redirected the vortechhosting.com site to rapidcolo.com to try to avoid any of your users getting confused. I profusely apologize for this. It did not get sent to all customers, it was stopped before then, and we are currently attempting to remove any instances of the message from the mail server that was sending it. If one of your customers did happen to receive that notice, here is what you can tell them:

Please disregard any messages you may have recieved regarding a notice for unix2.hsphere.cc. This was regarding all hosting companies in the Vortech data center in Orlando that may have had certain services affected by some maintanence that was being performed.

This was mailed to the wrong list, and has nothing to do with you. We apologize for the problem or confusion and the wasted time.

In case any resellers didn't get the original notice, here it is:

First of all i am not even sure wether my cinets got the Worng Mailing List mail , and i have simply no idea how to ascertain that, untill some clients start leaving me in the next period .
Secondly , I dont understand .... how can you be wrong about a mailing list and send some email notice to our clients ...!!! Does this mean , you have a mailing list with the contact info of all our clients ???

and thirdly , do you think if our clients actually got the email ..... they will be so dumb as to believe the excuse you want us to give ??

You better explain and explain good .

[Vixen]

It was a mistake made by a tech and we are sincerely sorry about it. We have done everything we can to minimize the damage inluding redirecting all sites to RapidColo.com, changing our WhoIs info and logging into the mail server and deleting as many of the emails as possible before they reached your customers.

The response we gave you to give to anyone that may have seen the email should work well. It explains it was an accident and I know that does not make the problem go away but no one is perfect. We are doing all we can to help you and us recover from this mistake with as few repercussions as possible.

[Craig_Smith]

To answer the other question.

We don't have a list per se of your clients and their personal information. What we have though is root/Admin access to all H_SPhere accounts in the server cluster. When we answer your tickets there are 2 areas we commonly use to access your reseller accounts or the end-user accounts to troubleshoot problems.

1) Search All accounts.

Searchs all reseller accounts, but not end-users. The wording as you can see is misleading.

2) Search "In Resellers".

Searchs all end-user accounts under resellers. Again, somewhat misleading word play here.

Doing a mass-mail "In Resellers" sends out the list to everyone. The employee who did this is a new employee who made a mistake by doing the latter.

[arindra]

With all due respects craig , all that is still @##@ . You people have been using H-Sphere for long long time , and with the same "wordings" and "wordgames" .
I appreciate you taking the loss of not displaying matrixreseller.com and vortechhosting.com for 2-3 days , probably , and also chaning the WhoIs info , but it doesn't still add up ....

• a datacentre or colo provider doesn't need to have email address of its dedicated customer's clients , if thats what WE are supposed to be
• all hosting companies in the Vortech DataCenter will not probably have a Unix2.hsphere.cc

anyway ..... i seem to be the only guy with problem , wow !

[Silverbug]

seems like an easy enought mistake to make.

[Brangwyn]

Stuff happens, I trust the new employee has already been sent off to the principles (Vixens) office

[Silverbug]

where she will have had the chance to test the new stock (whips)

[Vixen]

Actually, I am at home and that is lucky for the office. I am not happy about this at all but I do realize it was a mistake and that Brad has done everything he can think of to minimize the repercussions.

arindra, as for your last comment. Yes, we have used Hsphere for awhile but this was a **new** tech. They pulled up the wrong list, by mistake. Yes, it was a BIG mistake and if we could turn back time, it would not have happened. But we can't go back unfortunately.

Hopefully, vortechhosting.com and matrixreseller.com can be turned back to their normal positions within 24 hours because as long as they are basically off, this is hurting us as well Therefore, we understand your frustration all too well.

[somereseller]

The redirection should be in effect for a week to make sure there isn't too much damage. Not every customer checks his/her emails daily.

The redirect will be in effect for at least 24 hours. There are some issues reseller's are having getting to their sites and the support.

[jmbeach]

I disagree with the redirection issue - a mistake is a mistake. Some hosting clients may leave as a result of it, but at the same time most probably could care less where they get their hosting as long as it's good.

I also think there is no concern with Matrix having the email addresses of resellers customers. In the end, the data that is on their servers could cause them some liability, so they need all the information for every domain to eliminate the possibility that anything would come back to bite them.

I feel totally comfortable knowing that they aren't about to court my customers.

It was a big mistake, yes, but still an honest one. They could have as easily not said anything to us about what happened. That's probably what many of the crappy hosts out there would have done.

[admin]

Well with H-Sphere keeps all of your customers info in the control panel just as it keeps all of our customers info in there.. Not sure where else you would think it would be or what we look up when we ask for a user name..

I have done everything I can to try and help because of the mistake, changed all whois, pointed vortech and matrix to rapidcolo to at least try and help over the next 24 hours..

The mistake happed because we use to only use the "mailing list" everyone was signed up for but then there was a lot of users not on the list or not getting it. So for big thing we have been doing both the list and mailing JUST our users from h-sphere to make sure everyone gets the email.. We use to get a lot of post I did not know this was going to happen.

So we came up with the mailing from H-Sphere so everyone knows.. It had never even crossed my mind this would happen or a tech would not even ask to make sure he was doing this wrong.

To fix it in our backend we will remove the MASS MAIL option in the search for ALL CUSTOMERS AND RESELLER CUSTOMERS, this way it can never happen again..

Good things that came out of this, we did get all the who is changed to hide us a little more..

[Brangwyn]

Good things that came out of this, we did get all the who is changed to hide us a little more..

True true, as a precaution shouldn't summary disk usage be enabled on all plans as well ?? *wink* *wink*

[cleonard]

I'm sorry gang, I just have to vent


VENT.

Thanks, I feel better.

Chris

[gadgetgal99]

Mistakes happen

One good thing is whois now shows rapidcolo not vortech