Mojohost I have a Customer Service issue, HostHead Customer... Please Read - GoFuckYourself.com - Adult Webmaster Forum

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lauralace

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#51

02-13-2011, 08:01 PM

Originally posted by trevesty

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?

The data center is hundreds of miles away from the email support guys according to Brad, so the two things are absolutely unrelated.

Originally posted by willwank

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.

For sure. People promised 99.9% uptime tend to get irate when the downtime extends into hours with no known end.

Hopefully the future will be more positive.

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JFK

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#52

02-13-2011, 08:06 PM

Originally posted by Brad Mitchell

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

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#53

02-13-2011, 09:22 PM

Originally posted by NanoBot

ouch.... but scary close!

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lazycash

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#54

02-13-2011, 10:18 PM

This always happens after someone wins an Xbiz award, kinda like an athlete getting the Sports Illustrated cover and then getting a bad injury.

"WTF, on google you can find the answer to every question in human history, EXCEPT how to convert cams..

Its crazy..."

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icymelon

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#55

02-13-2011, 10:28 PM

hosthead and mojo have always been my favorite hosts.

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ShellShocked

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#56

02-13-2011, 10:33 PM

Originally posted by AzteK

Holy Fucking Shit!
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#57

02-14-2011, 01:29 AM

Brad is the best

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#58

02-14-2011, 01:47 AM

<---- happy @ mojo
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selena

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#59

02-14-2011, 04:38 AM

I used to host with Hosthead. Really, really liked the guy that ran it. However, one of his techs made a mistake that cost me money, and though the owner made several good faith offers to make up for the mistake, I was not comfortable there any longer.

I get the OP's perspective. No one likes downtime, and for it to happen in the middle of a transition period, with a payment just made, and no ticket response would make me freak too.

It sounds like a perfect storm of bad events for until-now Hosthead customers. While there are damned few things in this business that I do not directly control that I would guarantee, I guarantee that if Brad Mitchell had the ability to contact Hosthead customers via email that he would be doing so.

Take it from someone who used to host at Hosthead, and now is with Mojohost...you will not be disappointed with the end result.

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ed_banger

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#60

02-14-2011, 05:38 AM

Originally posted by Brad Mitchell

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

"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."

Yup, blame a no-longer-existent entity to cover your ass. The quote "I never said it was your fault, I said I was going to blame you" comes to mind. A significant outage like this wouldn't have gone this long without communication had HH still been it's own entity. The ball was entirely dropped by Mojo.

How does not having access to the HostHead customer database (a valid reason for no mass-email) permit you to ignore tickets sent through the Mojo support channels? If MojoHost customers continued to receive quick support while the HostHead customers were ignored when they contacted the same Mojo support... then that is a sure sign of what you think of HostHead customers.
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Karupted Charles

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#61

02-14-2011, 05:50 AM

Originally posted by ed_banger

"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."

Yup, blame a no-longer-existent entity to cover your ass. The quote "I never said it was your fault, I said I was going to blame you" comes to mind. A significant outage like this wouldn't have gone this long without communication had HH still been it's own entity. The ball was entirely dropped by Mojo.

How does not having access to the HostHead customer database (a valid reason for no mass-email) permit you to ignore tickets sent through the Mojo support channels? If MojoHost customers continued to receive quick support while the HostHead customers were ignored when they contacted the same Mojo support... then that is a sure sign of what you think of HostHead customers.

Did it occur to you that maybe the support system that was earlier listed as down was hosted at the same place as the websites? If the customer DB to send emails was down what makes you think the ticket system was up?

I understand the importance of uptime but for god sakes people acquisitions take time to migrate and I do not know of a single host that has handeld it without some forms of issue.

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Matyko

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#62

02-14-2011, 06:15 AM

Happy Mojo client here. I am sure Brad will get this resolved asap as he promised. I recently experienced not that fast support ticket handling, this must be because of the merging of Hosthead to Mojo.

Last edited by Matyko; 02-14-2011, 06:19 AM.

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12clicks

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#63

02-14-2011, 06:57 AM

Originally posted by ed_banger

"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."

Yup, blame a no-longer-existent entity to cover your ass. The quote "I never said it was your fault, I said I was going to blame you" comes to mind. A significant outage like this wouldn't have gone this long without communication had HH still been it's own entity. The ball was entirely dropped by Mojo.

How does not having access to the HostHead customer database (a valid reason for no mass-email) permit you to ignore tickets sent through the Mojo support channels? If MojoHost customers continued to receive quick support while the HostHead customers were ignored when they contacted the same Mojo support... then that is a sure sign of what you think of HostHead customers.

goodmorning surfer.
do you have a hobby site at hosthead?

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lauralace

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#64

02-14-2011, 11:38 AM

Originally posted by Matyko

Happy Mojo client here. I am sure Brad will get this resolved asap as he promised. I recently experienced not that fast support ticket handling, this must be because of the merging of Hosthead to Mojo.

You'd probably be much less happy if you were one of the people who lost thousands of dollars in sales while their sites were offline. I only have 20 sites there and they're small so I probably didn't lose more than a half dozen sales but there are people who have their whole network there and lost a ton more. I feel for them.

I'm just happy I use more than one host so if one does go down my business doesn't grind to a halt.

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C-Luv

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#65

02-14-2011, 02:38 PM

Originally posted by lauralace

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?!

This is what I don't understand... If your not happy and your site is down for 24hours, why didn't you just go to a different provider and call your bank and ask for a refund. Why start all this drama???

Brad and Mojo Hosting rocks! This thread is un-necessary

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chaze

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#66

02-14-2011, 02:57 PM

Originally posted by lauralace

You'd probably be much less happy if you were one of the people who lost thousands of dollars in sales while their sites were offline. I only have 20 sites there and they're small so I probably didn't lose more than a half dozen sales but there are people who have their whole network there and lost a ton more. I feel for them.

I'm just happy I use more than one host so if one does go down my business doesn't grind to a halt.

That's a good idea I actually have suggested this, think of the other as a back up then roll the dns over if needed. You can do this with a cron job and wget in a php script. I wish I can say there is never any downtime but even with redundancy, back up power, raid, whatever there is always at least some risk. Facebook, Microsoft, youtube, FBI, all have suffered downtime.

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ed_banger

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#67

02-14-2011, 07:49 PM

Originally posted by 12clicks

goodmorning surfer.
do you have a hobby site at hosthead?

No, I have a handful of dedicated servers with Cyberwurx and a full 42U cabinet colocated at an XO cybercenter.

I do have friends with whom I do business with who have servers with hosthead, who have contacted mojohost support through the mojohost website (which is not hosted in the same facility as the HH servers according to what mojo has disclosed).

The fact that Mojo is/was blatently ignoring hosthead customer tickets submitted through the mojohost tech support channels just goes to show how HH customers can expect to be treated in the future.
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ed_banger

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#68

02-14-2011, 07:51 PM

Originally posted by chaze

That's a good idea I actually have suggested this, think of the other as a back up then roll the dns over if needed. You can do this with a cron job and wget in a php script. I wish I can say there is never any downtime but even with redundancy, back up power, raid, whatever there is always at least some risk. Facebook, Microsoft, youtube, FBI, all have suffered downtime.

Why bother with a cron? Just run Round Robin DNS.
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famous

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#69

02-14-2011, 09:04 PM

Brad scam someone LOL um no. I would give him my credit cards social security number and a key to my house and not even worry one bit. Looks like its all resolved now anyways. Never understood why anyone comes to GFY to cry when they can simply pick up a phone. I been with Mojo many many years and any ticket i ever put in was resolved quickly and if i was not at a pc i called and before i was off teh phone it was fixed. Brad is just good people.
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rowan

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#70

02-15-2011, 03:49 PM

Originally posted by ed_banger

Why bother with a cron? Just run Round Robin DNS.

Depends what's considered a better result when one of the hosts goes down-

1. Master & backup model: The entire site goes down for a period, then comes back up in full once switched to the backup server.
1a. If it's the backup host that goes down, there is no interruption to service.

2. Round-robin model: Due to one of the servers being down, half the requests time out.
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#71

02-15-2011, 05:05 PM

https://porncorporation.com
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#72

02-15-2011, 05:06 PM

https://porncorporation.com
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Brad Mitchell

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#73

02-15-2011, 05:42 PM

Thanks to those being constructive and instilling confidence. To those of you making fun of my new client, please stop. It isn't nice or productive and she had every to be frustrated. To those of you bumping a dead thread with shameless self promotion, I recommend that you take the time to start your own thread and use that as a means to educate the GFY audience and perhaps consider paying GFY for the right to promote your services. Happy customers build a business on referrals, not simply trolling under the guise of being helpful.

Cheers,

Brad

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Agent 488

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#74

02-15-2011, 05:51 PM

Originally posted by lauralace

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?!
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chaze

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#75

02-15-2011, 05:54 PM

Originally posted by ed_banger

Why bother with a cron? Just run Round Robin DNS.

Actually this is failed as well, sometimes the server do not go offline and just crash, meaning the ping but and the services load just really really slow. You need to have a monitor that checks the content loading speed as well.

Nothing is truly automated. You still need a person for any serious networking job.

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