I’ve been late with scheduling blog posts since October 2011.
Indeed! I’ve been late with scheduling blog posts since October 2011. At times, I’ve even been guilty of playing musical hosts on a monthly basis. That was after Midphase informed me that they would be retiring my VPS. It has been a rough 17 months in the blog-sphere for this gal…
[pullquote] At times, I’ve even been guilty of playing musical hosts on a monthly basis.[/pullquote]
The Migration Email
Dear midPhase Client,
Thank you for trusting midPhase with your web hosting needs. In an effort to provide you with the best hosting facilities possible, we would like to announce that the midPhase VPS offering has reached its end of life and will be replaced by a cloud hosting offering from WestHost. WestHost is a sister brand of midPhase, and features world-class US-based support and cloud hosting services. Cloud hosting services from WestHost feature self-healing, root access on many plans, and the latest and most powerful hardware available. Your VPS hosting plan has been recreated at WestHost, using newer and superior hardware. Additionally you will also receive a month of cloud hosting at no charge.
As part of this migration, we will move your content from your midPhase VPS over to your new WestHost service. Your original midPhase VPS is still active and serving your web site, and you will have a chance to review the new site before your old service is deactivated. Any account balance will be transferred from midPhase to WestHost.
[pullquote]We look forward to a great relationship with you! [Sorry, that didn’t work out!][/pullquote]
We will begin copying your site content within the next week, and we will contact you again with information on how to access your new service. Please contact us with any questions or concerns. We look forward to a great relationship with you!
WestHost Development Team
I personally have nothing against WestHost (as a hosting service), I perhaps would have utilized their services if I had not received this email:
It is important to note that your VPS account has been migrated from MidPhase to our sister company WestHost. This is to confirm your Midphase VPS service is now closed and you have been sent new log in details at this same email address. If applicable any remaining credit has been moved to this new account. It will be necessary to add a credit card on file as this is not transferable. Please note your account will have an increase in monthly fees from $11.95 to $50.00. This is unavoidable due to the error in billing the correct service. I won’t go back in years to bill you correctly but I will need to correct this going forward. Please let us know if you have any questions or problems with this migration.
This is the story behind the jacked-down-price
[pullquote]Yeah, I did that –>I posted a Midphase rant on a popular forum that had awesome web traffic.[/pullquote]
Back in August 2004 (when I began hosting with Midphase) I developed myriad technical problems with their hosting service over a one year period. After many (what I felt was unsupported) tech support exchanges – with no viable solution, I did the next best thing. I posted a Midphase rant on a popular forum that had awesome web traffic. My rant paid off. Zac Boca (original co-owner/founder) noted the post and offered me a VPS solution at a set price of $11.95 a month.
I won’t go back in years to bill you correctly but I will need to correct this going forward…Please let us know if you have any questions or problems with this migration. –Midphase
Questions? Problems? I believe so! $2473.00 was the amount I would have owed Midphase (in retroactive mode). As a long time customer who spoke highly of their services (after the move to the new VPS) and even wrote a guest blog for them -perhaps I’m too picky when it comes down to using a soft customer service approach…
The Soft Customer Service Approach
[pullquote]It’s all about the interaction between you (company/service) and me (customer/client).[/pullquote]
It’s all about the interaction between you (company/service) and me (customer/client). It involves the art of relationship building. Keeping the customer with the brand or trying to migrate the customer to a sister brand involves convincing the customer that this transition is in their best interest. I felt the migration/transition from Midphase to WestHost was not in my best interest because:
- I was not informed of differential pricing up front
- The hosting option was quite limited
- The initial grandfathering of a prior service was ignored and the error in billing the correct service was implemented
If Midphase had informed me 6-8 weeks in advance regarding the $$$ options with the migration/transition, I would have been far more amenable and less rigid in my response.
You scratch my back and I’ll scratch yours
[pullquote]Never underestimate the potential of their (your customers) influence in the realm of social media.[/pullquote]
In my blog.book.ideal there is a chapter titled reciprocity. This principle is immutable. Never forget the customer(s) who backed your business or service from the get-go. Never underestimate the potential of their (your customers) influence in the realm of social media. One strategic negative post (by Imma-jilted customer) on a high-traffic site, could cost your brand a dump in the deficit bucket.
From companies who offer great products (Amazon.com), to companies who offer awesome services (WordFence Pro, Pageonce Pro) – they consistently scratch my back and I will continue to scratch their backs. There is something about this mutual backscratching process that officially works. Reciprocity…
While on YIM (Yahoo Instant Messenger)
I’ve been friends with people from Experts-exchange.com for ages and ages. I often chat with one of my favorite admins (Netminder) who is my ultimate guru of advice for just about anything. Regarding my hosting drama for the past 65 months – here lies a screenshot of his wisdom…
[pullquote]I never deliver the exact blog post that is anticipated.[/pullquote]
So now you have my blog dribble for this evening! It was not what you expected, but hey – I never deliver the exact blog post that is anticipated. Though I still plan a WordPress self-hosted damn-you-who-never-update-your-core or plugin rant – that particular rant is scheduled for later this week…
Who do you host with? Let me know by leaving a comment at the Tekblog.