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Old
  Post #1 (permalink)   12-22-2005, 06:26 AM
HD Amateur
 
Join Date: Dec 2005
Location: North East, England.
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I'd first like to say hello, I'm new to this community and I hope i enjoy my stay here.

Okay, lets get on with this..

Host in review = AvidNewMedia (ANM)


I've been with AvidNewMedia for almost 3 years now, i've enjoyed every step of the way, time has flew by and i'm very pleased with the support i've gotten from AvidNewMedia, especially Mark.

I started by purchasing a Dedicated server from them, i had all nicely friendly support via AIM by Mark Klink who is an outstanding guy! He helped me set everything up, walked me through stages to do certain things and installed a few things for me, free of charge and as a mate. Most hosts wouldn't do this for free, they'd have an extra charge but with AvidNewMedia it's different!

We had a few problems with the server, nothing to do with ANM and then Mark and his team got together to move me elsehwere so i was safe. He made sure I and those on the server were top priority to make sure we moved safely and quickly.

We reverted to a Reseller package, with all the same specifications just about and all the features we had before just a lack of controls in the WebHostManager which wasn't a problem because anything i needed doing Mark, Dan, Jim and the team were straight onto it! They're very fast at what they do and don't let you down.

We're now on a Xeon server and Mark again helped us move to the server, it's still through them and i'm never going to leave ANM.

It has had it's fair share of problems, but that's technology for you. But the thing that impresses me most is that ANM / Mark especially wouldn't lie about anything and is completely honest about what he does or happens. Most hosts i've been with will shed the blame onto a 3rd party or somebody else, another department maybe but don't take sole responsibility which is a bit sad really and childish not taking the blame but not with ANM!

This review is mainly to inform you that AvidNewMedia is very nice, staff are kind and quick. I hope the future of ANM gets bigger (As i know it's going to) and that the success of AvidInteractive keeps up.


Warm Regards,

Jamie
 
 
 


Old
  Post #2 (permalink)   12-22-2005, 10:11 AM
HD Newbie
 
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Glad to hear your positive story. Thats the key to a good hosting company, support.
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Old
  Post #3 (permalink)   12-22-2005, 11:47 AM
HD Wizard
 
Join Date: Sep 2004
Location: Pennsylvania
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Hi,

Thank you Jamie for your kind words.

However, if you could post the url you currently have with ANM, that would be great.
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Old
  Post #4 (permalink)   12-22-2005, 12:03 PM
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Jamie, thank you for your review! I had no doubt in my mind that ANM was a world-class web hosting performer.
 
 
 


Old
  Post #5 (permalink)   12-22-2005, 12:34 PM
HD Amateur
 
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http://www.spotwebsolutions.com (Relaunching in the new year = New site and plans, keep an eye out!)
 
 
 


Old
  Post #6 (permalink)   04-26-2006, 03:19 PM
HD Newbie
 
Join Date: Apr 2006
Posts: 7

Status: sorathia is offline
Jamie, it’s good to hear that at least someone’s had good experience hosting with AvidNewMedia. I wish I could say the same.

Maybe since you’re on a dedicated server, you’re getting preferential treatment?

I’m on a shared plan and my contract was about to expire last month, but without my permission they renewed and charged me for another year. I’ve been trying to get a refund for the past few weeks and all they do is give you the run around. I’ve emailed them prior to my account renewal, but never got a response – Sent an email to both Dan, & Mark.

After I finally got a hold of Mark, he asked me for a ticket… Normally I open a ticket from their web site (Support page), but how can I open a ticket, if their site has been unavailable for the past few MONTHS? All you see is the “Counter” on their site. I would understand Mark asking for a ticket, if they had a link to the Support area. FYI Mark, you can also search through your inbox, you’ll see an email from me.

Also, Let’s not forget the following:

- The /home directory was 100% full for weeks before they resolved the issue (July 2005). Never responded to any support tickets.
- Email was down for MORE then a week. During this timeframe, they never responded to the support tickets.
- And more recently MySQL was down. No response.

All 3 times during the crisis, they never responded to any support tickets.

Jamie, why is it that you’re getting such great service, where I’m getting horrible service?

If you do a search on google, you’ll find a lot more complaints then praises…

Mark, I’m still waiting for my refund….
 
 
 


Old
  Post #7 (permalink)   04-26-2006, 06:34 PM
HD Wizard
 
Join Date: Sep 2004
Location: Pennsylvania
Posts: 1,628

Status: ANMMark is offline
Neil,

I apologize that you have had such a bad experience.

However, I would like touch base on a few things you have mentioned.

Quote:
I’m on a shared plan and my contract was about to expire last month, but without my permission they renewed and charged me for another year.
It is not our responsibility to cancel your subscription. The customer has full control over that, and is expected to do so, if they wish to cancel their account. We did not need permission to charge your account at that time, as it was a PayPal subscription. PayPal has stated the same to us. "The buyer has full ability to cancel their subscription, should they wish to discontinue payment. If they choose not to discontinue payment, they are granting the Seller, as well as PayPal to deduct for their standard subscription payment."

Quote:
I’ve emailed them prior to my account renewal, but never got a response – Sent an email to both Dan, & Mark.
I nor Dan (our technical support manager) are contacts for support. You stated to us that you contacted us at our personal email addresses. You also stated that you contacted sales. If this was the case, then a ticket would have been created for you, and a notification sent to you, with a ticket number in the subject, and in the notification email. You asked how you can create a ticket, and that is the answer. All departmental email addresses are automatically forwarded to the helpdesk.

Quote:
- The /home directory was 100% full for weeks before they resolved the issue (July 2005). Never responded to any support tickets.
- Email was down for MORE then a week. During this timeframe, they never responded to the support tickets.
- And more recently MySQL was down. No response.
All of these things have been widely, and openly discussed. In fact, the last issue was very public.

Quote:
FYI Mark, you can also search through your inbox, you’ll see an email from me.
I have in fact checked my inbox multiple times, and have yet to find an email from you prior to the billing period, stating that you wish to cancel. I spent 2 days as well, searching through tickets, up to 6 months back, and have yet to find a ticket that requests your account be cancelled prior to the billing.

Unfortunately, at this time, as I have stated to you once before, we can do nothing regarding this issue, unless you can provide the ticket number in which you requested your service be cancelled, prior to your account being billed.

I'm not trying to be difficult, and as I said, I apologize that your experience has not been a good one. However, our staff MUST follow policy for everyone. There is no exception. If we made exception to our policies for one customer, we would have to do it for all customers.

We are changing things dramatically at ANM over the next few months, which is why the counter is there. This means, new servers, new network, new support policies, new services, new products, and more efficient support handling.
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Old
  Post #8 (permalink)   05-13-2006, 08:26 AM
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I had told myself that I wasn't going to broach this topic on this forum. But since the box has been opened ... and all other attempts at communication have failed ... I figured "why not??"

I signed up for a Reseller's account with ANM in Dec 2004. I was given an EXCELLENT price ... and Mark & his staff quickly showed me ANM was the absolute BEST web hosting company I have ever dealt with. Their Support was always fast & courteous ... even when I felt my questions were "stupid" ones. The server uptimes were the best I had experienced in the 7 years previous that I have had a Reseller Account.

I was never actually a Reseller ... just had a number of my own domain names & I hosted the sites of a few friends.

If memory serves correctly, my server problems began in November 2005. I am still convinced that ANM did everything within their power to "fix things" on their end ... but the server I was on kept having problems. Shortly before my payment to renew my account for another year was due ... I was informed that my account and all the sites I hosted were to be moved to a brand new server ... "shortly". So I paid for another year.

My sites weren't moved. I was told in January and again in February that the sites were to be moved "shortly" ... but it never happened & I continued experiencing problems.

Mark ... I emailed you in February wanting to discuss the situation ... and my growing fear that I HAD to move my sites. When I received no response ... I even PM'd you here in an attempt to establish contact. It was distressing to me that you chose not to respond ... especially since I felt we had established a bit of an online friendship.

After a couple weeks of "no response" ... I regretfully decided that I had no alternative but to seek out another web host and move my account & sites. I sent a "30 Day Cancellation" notice to Sales (Support Tickets 3765 & 3766) which I believe I CC'd to you as well. No response. I also emailed a few days later to advise all the sites had been moved and the accounts deleted & you could feel free to reuse the space that had been assigned to my account. Still no response.

I thought I should receive at least a portion of the yearly payment I had made in December ... but to date ... nothing has been forthcoming. But then ... that I could not confirm because the ANM site was offline so I could not verify if I was entitled to a refund of some kind or if the payment was just forfeited. Its neither here nor there anymore.

I still feel bad that I felt compelled to move my account & sites away from ANM. As I said earlier in this post, and in other posts & to other people ... ANM was the absolute, with out question, best web host that I have ever had. And ... if the problems of recent months could be effectively addressed ... I feel it would quickly earn that title back again.

It just saddens me that our business relationship ended in the way it did. Especially when I was trying to contact you in February, all I was wanting to hear was something from you directly like "please be patient. It should be fixed in a few weeks". Thats all. A little reassurance would have eased my concerns enough to have left my account & sites with ANM. But too many times in the past, silence has been the precursor of a company about to disappear ... and I was not willing to take that risk. The silence I have experienced is also the ONLY reason I chose to bring this to a public forum ...

Peter
 
 
 


Old
  Post #9 (permalink)   05-15-2006, 10:58 AM
HD Wizard
 
Join Date: Sep 2004
Location: Pennsylvania
Posts: 1,628

Status: ANMMark is offline
Wel, the one thing I would never do is hide from customers.

What some folks don't realize is that when ANM was down, and the most recent mysql issue had hit, we had absolutely no way of communicating with our customers. We were not receiving emails, nor did we have access to the customer's email accounts, in order to initiate communication.

Of course this also means that we were not receiving notifications of PM's from message boards.

The move to new servers have indeed taken much longer than expected, because of all the troubles that are hitting the primary client server. With these issues occurring, and the sys admin rarely if at all replying to us or fixing issues, it becomes a waiting game.

We are shaking up a lot of things at ANM, and one of which will be a huge surprise to a lot of people. All of which however, will show our customers just how much we care about the events that have transpired. The company is by no means on the edge of disappearing. In fact, we refuse to allow it.

We have been working extremely hard to pull things back to a normal state, and we have been doing this between server issues (which is causing it to take a lot longer than it should have).

What are we working so hard on? We are not only introducing new services, new products, and new servers, but most importantly, we are introducing an entirely new level of support, that even surpasses what ANM customers were used to.

Now, while we certainly understand an ANM customer not wanting to stick this out (afterall it is their businesses and websites that are suffering through all of this), we do ask for a little patience, and consideration, that when we are done with all of this, those customers give us one more chance to show that we are exactly the company that they loved, and exactly the company they want and expected us to be.

Through my many conversations with Artashes, as well as some other friends I have made here, not one of them can dispute my concern over all of these issues, and not one can deny how heartbroken, upset, and determined we are to get things back to normal.

Believe me however, I realize that our determination, concern, and sadness will never compensate for what has been going on. So, we're not asking for sympathy. We're simply asking for patience and a second chance to prove ourselves.

None of the events that transpired could have been predicted. If they could have been, you can trust me when I say that, we would have taken measures to avoid them.

AvidNewMedia has always stood by our commitment to our customers, and have always placed our customers above everything else in our business. We would never simply allow these issues, if we could have predicted and avoided them.

None-the-less, we appreciate all of the comments and feedback, both good and bad, and we always have. However I assure you that our company has not burned to the ground, we have just taken heat, and when we arise from the ashes that heat has created, you will see a brand new company emerge.

I also wanted to point out, before the accusations of us passing the buck start swirling, we take full responsibility for everything. Yes, our system admin has stopped responding to everyone, but this was a mistake we made. We chose a system admin based on past performance, and based on the many reviews we received and read about them. Our mistake was believing the sys admin was anything more than human, with the ability of changing personalities like people change their undergarments. A bigger mistake was sticking with the sys admin even though other's opinions and reviews started to change about their company, simply because they were still doing an outstanding job for us.

Without the benefit of seeing behind the scenes at ANM, we realize that we cannot simply ask for trust from our customers, and expect to receive it. We realize that trust is something we must earn, and I can humbly, and with great sadness, admit that without the customers being able to see behind the scenes, it's not something we have earned with them. We have undeniably let them down for the first time in 5 years.

However, this is not something we're planning to live with.
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Old
  Post #10 (permalink)   06-08-2006, 07:50 PM
HD Newbie
 
Join Date: Apr 2006
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Status: sorathia is offline
Mark, what's going on with ANM? Your site (and mine) has been down for the past month.

I understand you can't give me a refund because of your policy and TOS... But how can you inforce these TOS & policies when they're not posted on your site? Even if they are posted, your site (and mine) is always down. It's been down for WEEKS (maybe MONTHS)

You mentioned that email is up and a user can email to open a ticket. But I don't see that information posted anywhere on your site.

What's going on? Is this good customer service?

Advice to customers:
If you want to find a good hosting company, go to hostsearch.com and you'll find a hosting company with a better price, a newer version of cpanel, more diskspace, more bandwidth, and BETTER SERVICE.
 
 
 


Old
  Post #11 (permalink)   06-08-2006, 08:17 PM
HD Wizard
 
Join Date: Sep 2004
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Quote:
Mark, what's going on with ANM?
There is a problem with Apache and the sys admin refuses to fix or communicate with us.

[quote]
I understand you can't give me a refund because of your policy and TOS... But how can you inforce these TOS & policies when they're not posted on your site?
[quote]
All of which were visible and available upon your registration for service. That is the same as asking "How can you enforce your policies if I didn't read them?" When you sign up for service, you must agree to the TOS or you do not get an account.

Quote:
What's going on?
Refer to answer 1

Quote:
Is this good customer service?
No.

Quote:
Advice to customers:
If you want to find a good hosting company, go to hostsearch.com and you'll find a hosting company with a better price, a newer version of cpanel, more diskspace, more bandwidth, and BETTER SERVICE.
I agree. Send a bunch of customers out to find the cheapest host possible, and look for a company run by a 13 year old while we're at it. Simply because you can get more diskspace for a cheaper price, and as an added bonus, they have a newer CPanel build. We charged $6.99/mo and provided 1GB of space...and that was the Express Plan (our smallest package)...get much cheaper, and add more space, and you're asking for trouble. By all means though, please follow Neil's advice.

You have to understand Neil, that I'm at my wits end with our sys admin, and I can honestly say, that if you want to find a new host, by all means do so, but do yourself a favor, and look for a host because they're good, not because they're cheap and have a nice set of nick nacks on the shelf.
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Old
  Post #12 (permalink)   06-13-2006, 11:10 AM
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Join Date: Apr 2006
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Status: sorathia is offline
Quote:
There is a problem with Apache and the sys admin refuses to fix or communicate with us.
Do you have a timeframe when my site will be available?

Quote:
I understand you can't give me a refund because of your policy and TOS... But how can you inforce these TOS & policies when they're not posted on your site?

All of which were visible and available upon your registration for service. That is the same as asking "How can you enforce your policies if I didn't read them?" When you sign up for service, you must agree to the TOS or you do not get an account.


Refer to answer 1
What about answer 1?

Quote:
No.
At least we’re in agreement here - That ANM calls this bad customer service

Quote:
I agree. Send a bunch of customers out to find the cheapest host possible, and look for a company run by a 13 year old while we're at it. Simply because you can get more diskspace for a cheaper price, and as an added bonus, they have a newer CPanel build. We charged $6.99/mo and provided 1GB of space...and that was the Express Plan (our smallest package)...get much cheaper, and add more space, and you're asking for trouble. By all means though, please follow Neil's advice.
Actually, you can find cheaper plans, with more disk space, a newer version of cpanel, etc WITH positive user reviews. The simple fact is other hosting companies ARE doing a better job and managing their resources more efficiently that’s the reason they can afford to go down on their price and provide better customer service.
If a 13 year old can do a better job running a hosting company then ANM, then I have no problems going with them.

Quote:
You have to understand Neil, that I'm at my wits end with our sys admin, and I can honestly say, that if you want to find a new host, by all means do so, but do yourself a favor, and look for a host because they're good, not because they're cheap and have a nice set of nick nacks on the shelf.
Actually, I already found another hosting company that I’m very happy with. I use your servers for development proposes. Right now my company is at a standstill because your servers are down.

I would not even be logging onto your servers, if you issued me a refund months ago. I’m stuck for another year, since you refused to issue me a refund and pointed out your policy is to not give refunds unless a ticket was opened prior to account renewal. I wish your site was up during my account renewal so I could have read your policies / TOS or at least opened a ticket. It’s kind of difficult to open a ticket and follow your policy / TOS, if your site is either down or displays the never-ending counter.

BTW, why was my SSH access taken away? I can’t develop without being able to SSH to the box.
 
 
 


Old
  Post #13 (permalink)   06-13-2006, 11:40 AM
HD Wizard
 
Join Date: Sep 2004
Location: Pennsylvania
Posts: 1,628

Status: ANMMark is offline
Quote:
Actually, you can find cheaper plans, with more disk space, a newer version of cpanel, etc WITH positive user reviews.
Just keep in mind that while you call us a horrible host, and then base the quality of another host on their "HostSearch" reviews....remember, that the majority of ANM's reviews are positive ones, with a score of 3.22 of 4. Keep in mind also that a 13 year old minor cannot enter into a legal contract, including TOS, SLA, and Money Back Guarantees, and that most of them are here one day, and gone the next.

It's simple. I'm not going to sit here and defend ANM for the occurances as of late. However, it has been stated time and time again, that there is nothing we can do. Our system administrator continuously ignores us. Multiple users here can also testify to that, as multiple users have attempted to contact them on our behalf. There is just absolutely nothing we can do. We can't even complete the move to a new server.

As for your billing issue, the fact remains, whether or not you wish to accept it, is that our TOS that you agreed to, upon signing up, clearly states that we must receive a 30 day notification prior to an account being cancelled. We have yet to have proof that you have done so, even though you claimed you have.

You ask "If your site is down, how can a ticket be opened?" Quite simply, as stated to you over and over again, if you email the sales dept, tech support dept, etc as you said you have (NOT personal addresses), a ticket is automatically created, and you receive a confirmation with a ticket number. I honestly do not know how else to say that, to make it more comprehensive for you. There is no reason that you should have to login to the site, in order to have a ticket number.

Now, I could post the TOS contents here, but I'm sure it wouldn't make one bit of difference to you, and another excuse would surface.

One thing I'd like to clearly point out is that you have complete control over your PayPal account. You could have cancelled your PayPal subscription at ANY time. You chose not to do so. Now, you come to us and claim that it is our responsibility to cancel your PayPal subscription, without any documented prior request from you? Is that the way you want your new host to work? You want them to be able to read your mind and cancel your account, and PayPal subscription, without your received or documented request?

Additionally Neil, I know that you're simply trying to bring all of this to HD, even though every single question you have asked here, has been answered for you over and over again, on another site. That alone shows your motives, as you pretend that this situation to be new to you, and pretend that you have been ignored or not answered.

With that said, as I said on the other site....I'm done with this issue. I cannot waste my time to answer the same questions for you, over and over again, when it's not an answer that you want.
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Old
  Post #14 (permalink)   06-19-2006, 10:13 PM
HD Amateur
 
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Mark,
I hate to say this but your excuses aren't valid. I mean I could understand downtime of a couple hours max because your admin won't answer you. But really, at what point in time does ANM say, alright time for a new admin and hire someone else. I mean surely if your admin isn't admining your servers for a month, then your probably not paying him for that month either.
Admins are a time a dozen, great admins aren't available as easily but you can still find one. At the same time, doesn't at least one of your staff know something about linux? If not, contact me.
If hiring another admin is an issue with $$$ I would highly suggest you start doing what we do (and most other companies) start a rainy day fund. We have planned for that horribly worst case scenerio and have extra funds that we can use in case something horribly bad was to ever happen.
John
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Last edited by jmweb : 06-19-2006 at 10:17 PM.
 
 
 


Old
  Post #15 (permalink)   06-19-2006, 10:33 PM
HD Wizard
 
Join Date: Sep 2004
Location: Pennsylvania
Posts: 1,628

Status: ANMMark is offline
As in your post in the other forum, you're basing your opinion on facts you do not have.

From the beginning we used a private external server provider for dedicated servers, and system administration.

It's not a matter of knowing about linux. It's a matter of, we do not have access to the servers at all. The admin has complete control over them at this point, and refuses to do his job, refuses to answer calls or emails, and believe me, we have had a few other members here attempt to assist in that and can testify to it. He will not return their calls either.

We strongly believe that his problem is due to the fact that we did not upgrade to one of his more expensive servers when he asked us to, and now claims that we owe him money that we do not. His PayPal account has been locked, and he has provided no other payment information, even if we did owe him money (which again we do NOT).

I will agree whole heartedly, that by trusting the company and gentleman in question, we have put ourselves in this situation, and now have no efficient or effective way to get out of it.
__________________
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Last edited by ANMMark : 06-19-2006 at 10:44 PM.
 
 
 
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