Monster Megs negative review #48191 by desantiagoe@g... on Jun 2020
Monster Megs got a negative review on and one official response on
-anonymous- ( desantiagoe@g... )
After being a customer of MonsterMegs for over 4 years, I made the decision to take my business elsewhere. For what it's worth, I never had any issues with their hosting services, my sites had zero downtime. If you ever reach out to support though and you're considered to be even the slightest inconvenience to their bottom line, know that their willingness to reasonably work with the customer (in this case, a loyal customer of multiple years) goes out the window. This is a competitive space with plenty of great players. I would encourage any customers in need of or in the process of reevaluating their web hosting provider to do their due diligence and weigh out their options; I've weighed mine and I decided to purchase hosting from the provider I purchased my domains from. I am now paying a fraction of the price, receive great customer service, all while retaining excellent uptime metrics.
We are sorry to see you go! We are quite surprised by this review and our score of our service. As stated in your review, in the last 4 years we have provided your a solid service with nothing but polite ticket responses, stellar uptime, and a stable hosting environment.
There are a couple things we must address in this review as we feel it does not tell the whole story. Last week Ed submitted a ticket asking why his service was labeled as terminated and his hosting account was no longer active. After looking at his account we found that the account was over 30 days past due and as per our TOS, the service was terminated. This snippet below is from our Terms of Service:
"Accounts that are 30 days past due will be automatically deleted from our servers, if you wish to activate an account over 30 days past due, there will be a $25.00 fee to restore your account from backups (if available). Any special pricing you had on your old account will not transfer to the new account, all new accounts will pay current prices on our website."
Now this is pretty much a standard entry for every web host, that after 30 days of non-payment, the account is terminated. Most web hosts do not even provide 30 days, but we understand that things happen and invoices can be missed. We believe 30 days is plenty of time for a customer to remit payment ans keep their account current.
So now back to the ticket from Ed. Asking why his account was terminated, we pointed out the same snippet from our Terms of Service and explained what had happened. We stated that since he was a long term customer we would waived the second part of that term that states, "Any special pricing you had on your old account will not transfer to the new account, all new accounts will pay current prices on our website."
The customer was on a previous pricing scheme and also had a 20% recurring coupon. So we offered for the customer to keep the same discounted pricing that they had for the last 4 years, but we would have to keep the $25 restore fee for restoring the customer account from backups. Ed asked that we also waive the $25 restore fee and we stated we could not waive that fee, as it takes time to manually restore the backup of his account. Keeping the discounted pricing and paying the $25 restore fee would actually be the cheapest option in the long run.
So Ed responded and stated he understood and agreed to pay the restore fee. He also added that he would like a backup of all his data email to him, basically stating he was moving to another provider. As the site was over a 1GB, that would not be possible, but we stated we would restore his backup and open his site for 24 hours, so he could grab his data. We also gave instructions on how he could generate a full backup in cPanel.
We received one more response from Ed the next day, asking if we could keep the site open for another 3 days. We had to deny this request and stated that if they needed any time over the 24 hours, that they would have have to pay the invoice for the current months service. Keep in mind that no payment was submitted for this current month of service. This is a business and we do have to draw the line some where.
After the 24 hours, the service was again terminated and we had verified before doing this, that Ed had generated a full cpanel backup and saw their site was already pointing at their new hosting provider with data intact.
Looking back over this, we feel we did try to compromise with Ed on the pricing to get their site back online, although he feels we are just worried about our bottom dollar. If that was the case, we would not have offered to let him keep the discounted pricing and we would have forced him to pay the current months invoice to get access to his data.
In the end, we wish Ed nothing but the best in the future. :)
Marketing representative (Kevin Kopp - kevin@m..., ).
There are a couple things we must address in this review as we feel it does not tell the whole story. Last week Ed submitted a ticket asking why his service was labeled as terminated and his hosting account was no longer active. After looking at his account we found that the account was over 30 days past due and as per our TOS, the service was terminated. This snippet below is from our Terms of Service:
"Accounts that are 30 days past due will be automatically deleted from our servers, if you wish to activate an account over 30 days past due, there will be a $25.00 fee to restore your account from backups (if available). Any special pricing you had on your old account will not transfer to the new account, all new accounts will pay current prices on our website."
Now this is pretty much a standard entry for every web host, that after 30 days of non-payment, the account is terminated. Most web hosts do not even provide 30 days, but we understand that things happen and invoices can be missed. We believe 30 days is plenty of time for a customer to remit payment ans keep their account current.
So now back to the ticket from Ed. Asking why his account was terminated, we pointed out the same snippet from our Terms of Service and explained what had happened. We stated that since he was a long term customer we would waived the second part of that term that states, "Any special pricing you had on your old account will not transfer to the new account, all new accounts will pay current prices on our website."
The customer was on a previous pricing scheme and also had a 20% recurring coupon. So we offered for the customer to keep the same discounted pricing that they had for the last 4 years, but we would have to keep the $25 restore fee for restoring the customer account from backups. Ed asked that we also waive the $25 restore fee and we stated we could not waive that fee, as it takes time to manually restore the backup of his account. Keeping the discounted pricing and paying the $25 restore fee would actually be the cheapest option in the long run.
So Ed responded and stated he understood and agreed to pay the restore fee. He also added that he would like a backup of all his data email to him, basically stating he was moving to another provider. As the site was over a 1GB, that would not be possible, but we stated we would restore his backup and open his site for 24 hours, so he could grab his data. We also gave instructions on how he could generate a full backup in cPanel.
We received one more response from Ed the next day, asking if we could keep the site open for another 3 days. We had to deny this request and stated that if they needed any time over the 24 hours, that they would have have to pay the invoice for the current months service. Keep in mind that no payment was submitted for this current month of service. This is a business and we do have to draw the line some where.
After the 24 hours, the service was again terminated and we had verified before doing this, that Ed had generated a full cpanel backup and saw their site was already pointing at their new hosting provider with data intact.
Looking back over this, we feel we did try to compromise with Ed on the pricing to get their site back online, although he feels we are just worried about our bottom dollar. If that was the case, we would not have offered to let him keep the discounted pricing and we would have forced him to pay the current months invoice to get access to his data.
In the end, we wish Ed nothing but the best in the future. :)
Marketing representative (Kevin Kopp - kevin@m..., ).
76 out of 79 users found this review to be helpful!