Worst customer service I have ever experienced - Avoid at all costs
Posted by Todd on 2010-11-18
PROVIDENCE, UTAH -- All of a sudden they claimed they could not process my monthly payments that were supposed to process automatically. The card is a corporate card and there is an abundant limit and is used on an almost daily basis for all kinds of business purchases and payments with no issues whatsoever.
I logged into their admin portal and checked the card information and all is correct and accurate.
Finally this evening I get a call that our site is down. I log in again to the admin portal and check the card information and it is all correct.
Then I go so far as to try to process the payments manually in the admin portal and each time receive the error "Merchant Account Configuration Error".
So I try a different card just in case and get the same "Merchant Account Configuration Error".
Then just to be thorough I try their option to pay by bank check and this time I get "ACH Merchant Account Configuration Error".
So at this point it is clear the problem is on their side with their Merchant processing service. I then went to their website and opened a support ticket via their online chat.
Well at this point the fun begins because I ended up talking to the worst smart-ass customer service representative I have ever experienced.
When I explained the situation and that the problem is and has been on their end all along and that our site was down because of it. I basically got a big "so what" from him.
He said he couldn't fix the merchant account error. So I asked if he would at least bring the site back until we could get to the bottom of it in the morning. He said he could but, he wasn't authorized to do so.
I then asked for a supervisor and his response was "isn't going to happen"! "Isn't going to happen"? I am not allowed to request a supervisor.
I then asked if he could manually turn us back on and he said...wait for it..."no". That's it just "no". The rest of the conversation was down hill from there. With him actually going so far as to mock me as if I was just some deadbeat that didn't pay his bills.
So my site is down due to their persistent error, I can't talk to a supervisor, I am mocked and demeaned in a smart-ass way, and when I ask for help in the meantime I am told simply "no"?!
Well without question we will never do business with these clowns again and I would warn any companies looking for web hosting to go somewhere else!
Here is a follow-up to the issue. A manager from Midphase contacted me immediately this morning and sincerely apologized for the behavior of the customer service rep. He did not defend the employee at all but, sincerely and repeatedly apologized. Our site was still not up however, and they worked with us to get the site up and running. They also moved us to a dedicated server with a "clean" IP as we were also having some DNS provider errors due to a problem with the shared IP we were on.
So I have to say that they jumped right on the issue this morning and did their best to resolve it. That said, it should never of happened in the first place and that rep, I hope, is flipping burgers now.
So I am willing to give them another chance. We'll see how it goes...
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Midphase is really out of phase and out of touch
Posted by Jonathan on 2007-05-24
CHICAGO, ILLINOIS -- Yesterday I get a call informing me that I'm $170.00 overdrawn at my bank, and this is at a bank where I had closed out my accounts. Wait, it gets even stranger. I called the bank in question, TCF Financial and asked them what happened. Their reply and I quote: "since the account has not been closed for more than six months we honored the charge as a convenience to you." And then they hit me with an insufficient funds fee. Okay, I always knew that TCF was crooked and that's why I pulled my money out. The offending party here is Midphase Hosting in Chicago. That had billed my the annual $135.00 in web hosting fees, which all sounds Kosher except I'm not on the annual billing plan. I immediately called Midphase and asked them what had happened and they said that EVERYONE is on the annual plan unless you opt-out. I asked them if they could refund the charge and they said they didn't think so unless I was willing to switch the charge to another credit card. I told them I wasn't sure I wanted to continue doing business with them, they said; "we can't help you with the refund" - So, just to get it straight I asked the rep on the phone if I could get the charge refunded if I stayed with Midphase. He paused and said, "yep, I could swing that." On the one hand I could pay them or on the other hand I could pay them. I told him to go ahead and process the refund, he said, "wait, I need your new credit card to pay for your annual fee" I gave him a fake credit card number and while he was trying to run it through, I asked him if he could refund the charge and give me confimation, he did. I hung up the phone. I called TCF Bank and asked them if they would drop the insufficient funds seeing that my account was closed and their attempt to do me a favor was not appreciated. They said, no way. Today I find out Midphase is trying to reinstate the charge but TCF will not allow them because I have a negative balance! I owe TCF $35.00 because Midphase wrongly billed me an annual fee that I did not agree to and billed it to a closed account which was not quite closed.
Learn some lessons from my stupidity:
Get everything in writing. I already knew that but I got lazy and careless. I'm going to pay for that.
Read the fine print, it's a drag but that will save you the grief and petty larceny perpetrated by companies like Midphase Hosting.