I have had a reseller account with TCH for about 5 years and also a handful of individual accounts with SSL, etc. for a total of 25 clients or so. It was a very positive experience for about 3 years with a few expected bumps in the road. About 18 months ago my reseller accounts were transfered to a new server. This had happened before with little incident. During this transfer, however, I lost one customer and almost lost two more. It was two months of hell for me trying to get db apps up and running correctly again, etc. For the first time with TCH the support was weak and slow. I think you must have been going through some major transitions with the company.
After things settled in and got back to normal I was weary about hosting critical clients at TCH, but everything smoothed out. Service stable, quick tech responses, etc. In fact, Over the past 10 months I have rarely had need to post in these forum/work ticket . . . that is a GOOD sign.
Two months ago my primary reseller account was relocated. I was notified in advance and then again just before the transfer. I was needlessly anxious as the transfer went very well. The few expected glitches were quickly resolved with TCH Andy on the spot. In short, I was very pleased and continue to be happy with TCH server performance, support, the ergonomics of the reseller interface, cPanel, etc.
With the noted exception, I have found the Family Forum and Work Tickets to be very effective with quick responses. Even on a Sunday I can expect a response within a couple of hours. I have also started using the IM support system which often results in immediate resolution to the problem.
I am very content with everything over the past year and plan to retain TCH as my primary hosting company.
It hasn't been a problem over the past year, but the accounting / payment system has always been a little awkward. It seems the left hand doesn't know what the right hand is doing. Fortunately this has only been a nuisance and not a major issue.
So, I can confidently recommend TCH to anyone considering them as a hosting company. I recently set up a new reseller account for one of my clients and moved all 10 of his sites to TCH. Keep up the good work.