Mojohost I have a Customer Service issue, HostHead Customer... Please Read
 

I was wary when mojohost bought hosthead but since it was only a few dozen sites I had on there I left it alone to see how it went.

But now, within 2 days of charging my CC the monthly fee, all my sites are offline AND all the support emails are not answering.

WTF?!

I'm quite confident that there is a reasonable explanation. Brad's a top notch guy. Have you contacted Mojo?

Did you read the post? :1orglaugh

scamming is a dangerous word

stand up.

Yeah, me and dozens of others are awaiting replies. Some people have been waiting 12 hours with no answer yet.

Yes, but since Mojo bought them, they are the relevant authority to contact, unless I'm missing something here.

Clearly nothing else could possibly be going on.

I can't think of a single 'good' reason for so many different people having tickets ignored for 12+ hours. Mojohost is online. They should be answering tickets, or at the very least send out a mass email explaining wtf.

There might be one, but I can't come up with it. If it's not a scam, why haven't we been informed there is a problem or had tickets answered?

absolutely not:Oh crap

Scamming is not a word I'd use to describe this. People pay their hosting at different times of the month.
But less than adequate customer service at the moment for Hosthead customers, I'd go with that.

This has to be a joke right? Seriously... Mojohost's support is second to none. I have been with a few other companies in the 11+ years I've been doing this and the others don't even begin to hold a candle to mojohost. Longest I have ever waiting for a response on a level 3 ticket (meaning not even that important) was about 10 minutes.

I'm pretty sure they will show up in this thread very soon with the explanation.

another webair success story.

I wouldn't say that Mojohost is scamming anyone.

But as a Hosthead client with some crucial sites down I am a bit worried. I have absolutely no idea whom to contact or what is going on. It would be appropriate about now to have someone post some contact info and a status report as to what is going on.

Lucky you. I just (I mean like 1 minute ago) got my last ticket answered after only waiting about 3 hours. Some people on another forum I frequent have been waiting much longer (1 girl has been waiting for 12 hours she said) with no response.

Unfortunately the answer doesn't actually answer anything, but I will concede it's better than nothing.

"My apologies for the inconvenience. This is not just your server but a HostHead outage. I do not have details regarding what is currently wrong, however I have been told that we have people on site working on this as fast as possible. I also have not been given an ETA on this.

Again, I do apologize for the inconvenience. Rest assured we are doing everything in our power to get this back up and going ASAP."

I guess I'm just spoiled by cyberwurx where I've never had more than 5 minutes of downtime for years and where I get tickets answered in under 1 minute 99% of the time.

Or perhaps in this thread:

http://gofuckyourself.com/showthread.php?t=1010188

where 7 minutes before this thread was started Brad from MojoHost addressed the issue:

:disgust

Good for Brad....... scamming , such an unfortunate choice of words, Brad is one of the most honest people in this business:2 cents:

seriously, did any of you fucking morons actually call them?

No, I read the thread, and nowhere has he addressed why tickets are being ignored for hours and hours. Support people are not on site in Wisconsin. They have no excuse I can think of for ignoring tickets all day long.

milwaukee stand the fuck up.

Well that's good to know. Hopefully he'll make his support team get with people who have been being ignored all day or at least have them send out a mass mail to them. Should be simple if it's the whole hosthead network offline. He mass mailed us about the buyout, so why not this issue.

did you actually R E A D what Brad said ???? let me quote again !!

"As the business has not been transitioned from the Wisconsin datacenter we are working closely with the previous owner and staff who have always serviced HostHead."

So, why did you start another thread implying Mojohost is scamming ??
I understand about being down,its SUCKS, but perhaps its not Mojo at fault at all ??

ps did not see the post above , we were posting at the same time ;)

I seriously doubt Mojo is scamming anyone. I know you're pissed about being down but that is a very serious accusation to make. I have never hosted with Mojo but I've heard nothing but good things about them.

damn i missed that hosthead was sold tone had that a long ass time.

So you having problems for 12 hours and no one got back to you. Sounds like they having issues and providing poor customer service. But "scamming" is the not the word I would be using.

Move your sites and ask for a refund, if they don't issue it do a charge back.

It was the timing of the payment and downtime which pissed me off. Obviously Brad has been a standup guy so a scamming implication is unfounded.

Unfortunately, it still doesn't excuse the poor support, ignored emails, or the possibly hundreds of thousands of account holders still in the dark because they don't visit gfy.

Hosthead didn't only host adult sites after all. I'm lucky I only have 20 or so sites down as my dedicated is with cyberwurx, but I know a few people who have all their sites down.

either way, again I state that they're being irresponsible with not informing/answering tickets.

you really couldnt think of any any thing else for the subject to accuse one of the nicest guys in the industry of scamming?

Wow.....honestly .. if my host was down for more than 24 hours and it was costing me money id use my OWN BACKUPS and move things to another host.

no need to reply to my post lauralace - just stating my opinion

Dear HostHead Customers-

Starting late this afternoon, HostHead experienced a network outage in it's Wisconsin data center. We have been working with the previous owner at resolution since the onset of this critical situation and are expecting resolution very soon.

We have a significant investment and interest in the satisfaction of every HostHead customer. While today is a bad day for HostHead clients, it is precisely a reminder about why the acquisition of HostHead by MojoHost is ultimately going to pay dividents to HostHead clients. Today's outage is not a result of any errors or omissions on our part, rather, a result of the limitations that have always been present within HostHead (limited staff, inappropriate infrastructure) which we have inherited. We are working diligently on a scheduled timeline to move servers and clients from the Wisconsin datacenter to MojoHost. The critical issue tonight, however, is getting it back online altogether.

To answer lauralace's initial question, nobody is "being scammed". We have owned HostHead for more than a month and been providing support for nearly two. With regard to the billing, the descriptor would have historically read 'North Tone' then 'MojoHost' and this month 'HostHead'. With all of HostHead's network down, this prevents us from sending out client emails from their information systems, which, at this time, are wholly separate still from MojoHost until the transition is complete.

I will update this thread when we have secured a resolution.


Sincerely,

Brad Mitchell

Thank you. I will pass your post on to 2 other forums I'm on for people who don't visit GFY.

I apologize for my poor choice in thread titles. I am unable to edit it or I would.

ban hammer coming down like the hammer of an angry god.

it would be nice if an email was sent to all costumers about this problem...

I would have sent an email when this started if the actual customer support systems were accessible. When we have resolution, it's the first thing I will be doing.

:2 cents:

Brad

Been there man, one time most of LA went offline for a couple hours. Sucks but sounds like your handling it well.

You understand that if/when a data center goes down, that means support has probably thousands of e-mails saying.. "hey, why are we down?"... right?

Now.. would you rather them answer every one of those e-mails, or get the service back up as quickly as possible? :winkwink:

The idea that Brad could even contemplate scamming anyone is so completely absurd I seriously thought this thread was a joke. You will find very few people in this world, much less in this industry with the amount of sincerity and integrity that Brad has. I'm sure he's all over everyone involved in getting this situation fixed as fast as possible. His name is attached to it, and that actually means something.

I can imagine this is a difficult situation - the new company isn't tied in with Mojo host yet, and they are depending on their old system (and staff) to fix issues. That's a bit difficult.

Good luck Brad.

Brad is one of the best and most honest guys in the hosting biz if not the entire industry.

This thread should be deleted...

One of the worst thread title choices ever.

Brad strikes me as a guy who, once things are back up and running, will figure out a way to make it up to the people who were inconvenienced. Just my impression, but my impressions of people are rarely wrong.

this thread will now be indexed and show whenever one searches for "mojohost."

fuck you internet.

That's what everyone's say after they insert their foot in their mouth.

Lesson learned I guess :upsidedow

Hey Brad...Keep your head up bro. The acquisition/migration challenge is hard enough by itself not to have people coming to the board questioning your integrity. It's kind of like our conversation in LA this week....dont let the good things people say about you make you too happy and dont let the bad things people say about you make you too sad. There will always be haters in the world....you just keep doing what you have been doing and your customers will continue to love you.

I am sure that your crew will get the other company's shit straightened out soon and have then back up and running in no time.

--T

brad is as solid as they come.

GREAT response Tony:thumbsup:thumbsup

The previous owner and network admin are on site and reporting everything resolved, finally. Clients will be updated further, directly. Given time and opportunity, we will more than make this up to HostHead clientele and build tremendous goodwill for the future.

Sincerely,

Brad Mitchell

Man, come on. They purchased the damn operation. Unless there are some provisions in the acquisition I don't know about Mojo is 100% responsible and at fault. Hosthead is no more, Mojo is. Customers don't give a damn. They want uptime and support. Expect pissed customers when nada is happening. :2 cents:

Thank you to the powers that be, or whomever changed the title of this thread.

50 thread titles changed.