Kayla

Just making sure that you read my post over - I would appreciate your reply on this.

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johntaikin

Kayla, I am frustrated.

I've been a reseller on Surpass since - I think late 2003.

I stuck with you through those months when servers were routinely down and sites inaccessible for hours and sometimes days.

I stuck with you when my accounts were moved from Pass 5 to Pass 10 and didn't work for a couple of days.

I stuck with you when changes were made on the servers that prevented my client's forums from working.

I stuck with you when server IP address were changed - and I didn't get any notification until it occurred to me to look at the forum to see if there was any information.

I stuck with you when again, changes were made that prevented my most lucrative client's xoops site from working correctly - which still isn't working despite repeated assurances from support that it was fixed, and ultimately, I received notice from them that they are moving to another host just last week. Just to lump them in with all of the customers I lost due to all of the above.

I stuck with you when a site was hacked, and when I asked support to help me discover how it was done, who did it, how to fix it and how to make sure it didn't happen again, I got a link to secunia telling me one of my scripts had a vulnerability.

No information on what the exact hole was, no help in tracking down who did it, nothing, except a link. Kayla, I spent a lot of time going through secunia at that time, and I believe that if everyone stopped using every script on secunia, 90% of the internet would be blank pages.

I stuck with you when I asked support to set up a symbolic link, was told it was done. When I discovered it didn't work, and reported it to support, I was told it was fixed, it still didn't work, then I get a message telling me it can't be done.

I stuck with you when I sent support a message asking for help with a mysql command, and got a response back from one of them telling me the syntax was wrong. Ya think I didn't know that?

Then finally got a response back from someone else telling me I had an old version of mysql, so the command I was using would not work.

Then yesterday, I see this post. I think to myself "self, that looks like it is worth checking out."

So I attempt to get the license and naturally it did not work, but there was a message telling me to contact support.

I contact support.

Today I get a message saying congratulations, I've been migrated to the new billing system and should now be able to get the license.

The only problem is, that with the new billing system, apparently I will be forced to change the methods and timing of my billing to my customers, stop using Paypal unless I want to do it manually every month or pay a year in advance, and have my payment due date changed.

When I objected, I was essentially told "too bad", and then to rub salt in the wound, they sent me my login and password to the new system.

Kayla, I'm sure you will agree that there are lots of hosting companies around, and that the hosting industry is highly competitive. It is very easy to find low cost hosting.

I don't pay Surpass every month for space and bandwidth - that is easy to find.

What I pay Surpass for is to help me with the things I've listed here, and if you won't do that, can't do that, or just don't care enough to do that, then I will take my business elsewhere.

Surpass will get one more payment from me, because it takes time to move sites, but the arrogant attitude of the sales/customer service staff that I received today, has ensured that it will be the last payment Surpass receives from me.