For the past 2 days, I have been googling around the internet to do the research on best web hosting/VPS service. The promotion and information layout on most of the sites are highly marketized and most of the time confuses me with the one-side facts. At first my criteria was to look for best price-value offers and mochahost.com stands out among the crowd from its feature rich and incredibly lower price. I placed an order online and I shall have another good night sleep. Well, not too fast. There are something weird that I noticed during the live chat session with their customer support representative. Here you are the saved chat session:
info: Please wait for a site operator to respond.
info: You are now chatting with ‘Nell’
Nell: Welcome to MochaHost’s Live Help ! How may I help you ?
wirawit: am interested in perfetto2 plan
wirawit: and a bit doubt if i will get both promotion of ..
wirawit: 1. free domain
wirawit: 2. free domain transfer
wirawit: coz I will apply it for 2 yr plan
Nell: windows or linux based?
wirawit: oh and it said if I transfer already existed domain I will get additional discount of 10%?
wirawit: I saw that site once
wirawit: but since the first screen ask to choose between transfer exist domain or register new one
wirawit: since I have one domain need to be transferred another need be newly registered
wirawit: question is do I get both promotion for 2yrs plan?
Nell: NO SETUP FEE
Nell: Initial Discount 25%
Nell: 2 FREE Static IPs (save $48/for 2years)
Nell: 1 FREE Domain Name (save $18.90/for 2 years)
Nell: 1 FREE Domain Transfer (save $9.45)
wirawit: so yes?
wirawit: another question
wirawit: the transfer promotion
wirawit: and free new domain registration
wirawit: can I later decide using e-mail
wirawit: coz in the webhosting order page it ask if I would like to transfer one or register one now
wirawit: so how to I proceed the order process without choosing any options?
Nell: the second option
wirawit: transfer my existing domain? << this is the second option presented
wirawit: any idea?
Nell: I’ll be with you shortly
Nell: please wait
Nell: I will use My Existing Domain and update My Nameservers only
wirawit: okay and then later I can mail to your company for free domain registration and free domain transfer
wirawit: is that right?
Nell: it will be better if you transfer your domain
wirawit: i see
wirawit: but it’s not my current option now
wirawit: coz I don’t want to transfer domain at the moment
Nell: then choose: I will use My Existing Domain and update My Nameservers only
Nell: you will submit tickets later to our tech dept
wirawit: what about the promotion ticket “transfer”
wirawit: it said in the special page that there will be 10% additional discount?
Nell: ok you will use it later
wirawit: thanks for the answer
Nell: Is there anything else I can do for you today?
wirawit: I’ll save this chat session for later reference
wirawit: no thanks
p.s. Note that all these happened in 21.27 minutes duration, you may have to imagine the pause for each answer to be replied.
The thing is that there are no such discount really happening as promised and the company doesn’t seem to care about ticket open asking about the subject even though I already paid for them!
I came back to google again for info. research but this time I focus on finding the other side of information. Starting by the search for ‘mochahost sucks’ and the first link that came up in the result (http://www.hostingsthatsuck.com/mochahost-sucks/) is quite eye-opening for me. If you read through it, you will notice the blogger is trying to say that there are very few bad comments about mochahosting compare to the good (or general?) one. But what really caught my attention is not the too-good-to-be-true biased review but the voices from real customer who suffers from mochahost service not less than me in the comments that followed.
After realized that I am (also) in trouble, I immediately find the alternative company focusing on the reliability and good business conduct of the company as the highest priority. To my surprize again, a lot of awards given to these web hosting service firms seems to be very deceitful when you look close enough. Their criterias on how they come up with the ranking are not provided, not even for a qualitative approach (don’t have to mention quantitative one). It can be easily thought as another marketing weapon (which I prefer to call it a scam) to hook the customer in.
Desparately navigating around, there seems to be none of them giving a real clue of their quality of services and supports other than their beautiful words. In this capitalized world we often hear “Cheap is not good, Good is not cheap” but I like to believe that it does not hold true for all. I have had a chance to travel to many countries and my memory recall me one of the place that most of the people are working with their heart putting more than 100% of efforts in to daily work in a very discipline manner. Yes, it’s Japan. Then my search keyword changed and destiny has led me to this site:
How can I be sure that this is the end of search? No, I can’t but the heart of business relies on trust. The information given about their CEO personal life indirectly gave me an sense of how this company treats their customer. And you may say I am a dreamer but I am not the only one.
Let me hear what you says ; )
Updated: Oct 17, 2010 All money has been refunded after a month of communication between me and mochahost. Though I lost some bucks from the changes in currency but still the company follow some good business conduct for refunding full amount of money in the case of their late delivery of service.