Service Levels

greyhound · #1 (**permalink**) 02-07-09, 08:09 AM

Hi,

So much of my time has been wasted trying to set up a new Hyper-V VPS Business package over the last 3 days I thought I would start to detail the service I have recieved over the last 3 days.

This is not a rant or a complaint but I do not seem to be able to get any single person or department to sort my problems out. Anyhow - I am going to post the problems and the "resolutions" If anyone would like to see the transcripts of the live support sessions then PM me - they make very good reading:

Day1:
Recevied my new server - had a lot of questions about the amount of RAM the system used. These were answered very quickly.

No SQL Server Plesk management installed. Sent an emai to VPS support, got a reply 1hour later letting me know that I had not purchased Plesk Power Pack so I couldnt have it. I had to check my invoice and reply back to say I had paid for it.
Got a response back and SQL Server Pleask management was enabled.

Day 2:
No name servers were supplied.

Live support:
Apparently a "trainee" had sent my details out. He gave me the name server details.

I re-pointed 2 of my domains which subsequently stopped working.

Live support:
They said that the DNS settings on the server were not correct and they would fix it.

Domains still not working so I contacted live support again. Apparently it was down to propagation times - yeah right!!! Anyway, I left it overnight and guess what - still not working.

DAY 3

Went onto live support - had to explain the whole thing again - they were very busy and the guy was obviosuly not concentrating on my problem. I eventually gave up.

A phone call resulted in assurance that if I removed the domains, set them up again and it didnt work then a new VPS hosting plan would be provided.

Guess what - because I'm trying to run a business I repointed my domains back to my old VPS. I send an email to support this morning saying "Where is the VPS you were going to rebuild me" and they inform me that the domains are resolving correctly so "there is no problem" I sent one back asking whether they had even bothered checking the IP address they resolve to. Duh!!

Sigh..... After countless hours and numerous conversations with most of the tech support I am no further than I was I honestly give up, its like groundhog day.

Complain??? I have emailed the complaints department as I want a refund and compensation for my wasted time - has anyone got back to me??? Have a guess, not a peep out of them for over a day.

I was supposed to be buying a number of servers from this bunch but depending on the outcome of this I may change my mind. Whats the point on saving a few quid on web hosting when any savings are negated by the huge amount of time they waste with not "owning" and solving problems.

Anyway - that is the very sorry tale of my experience whilst buying the latest and greatest "Hyper V" package.

MrTWS · #2 (**permalink**) 02-07-09, 02:43 PM

Hiya greyhound

Sorry to hear that you have had these sort of issues (I myself have not had such problems) but as a helpful suggestion I would probably try again to contact support (or perhaps private message one of the sales team here - maybe James) and see if they can get this resolved for you as soon as possible. I know propagation can take between 24 and 72 hours (even though it can be a lot quicker) - I suppose it just depends on several issues really

Because you have just bought the package (I assume you mean 3 days ago)

then you do have a 30 day money back guarantee if you need to use it

Quote:

"and 30 day money back guarantee"

from their main page

But please persevere and have a chat to James, or submit a support ticket
Hope you get it sorted

**James** · #3 (**permalink**) 02-07-09, 02:46 PM

I have had a word with our VPS support techs with regards to the issues you have come across. Since you were looking to move your accounts from the existing VPS to the new Hyper-V VPS, you could have informed our technical team about the same. Our techs would have then transferred all your accounts from the existing VPS to the Hyper-V VPS without any downtime. This would have surely avoided all the troubles you've gone through. Our techs would have transferred all your accounts in such a manner that they would've resolved from the old VPS til the time, all the accounts are successfully transferred on the new Hyper-V VPS and the new name servers resolve.

We have recreated the Hyper-V VPS for you and the login details for the same has been forwarded to the registered email address. Please let us know if you wish to get all your accounts migrated from the Old VPS to the new Hyper-V VPS. Our technical team will take care of all the migration if you decided to go ahead with this.

greyhound · #4 (**permalink**) 03-07-09, 09:19 AM

Hi James,

Correction 1:
In actual fact I was requiring only 2 domains to be moved and I was not looking to get all of my accounts moved. I have never requested that all accounts should be moved and wanted to move the 2 domains myself as a test to make sure that the VPS was operating correctly.

Correction 2:
You have assumed that my current working VPS is my old one - it is not I am planning on keeping it. The new VPS is for new clients.

Correction 3:
I have some scant details that have been sent out but again there is no nameserver information.

Correction 4:
Your post assumes that the VPS was working correctly in the first place - it was not and I do not want to distract from that very important point. You have charged me for a service that was supplied in a less than 100% working state.

It would help if you guys slowed down, read through and understood the client requirements and then acted. Making assumptions can be a very time consuming excercise to all invloved.

Right - I'm going to waste another few hours of my time trying to find out why my new "welome" email does not contain name server information.

I'll report back on this thread - if it all works fine then I'll be pleasantly surprised and more than a little shocked.

Regards,

greyhound · #5 (**permalink**) 03-07-09, 10:21 AM

As promised - I would report back on progress.

This is a message in response to my nameserver query that was sent by your technical support.
I have 3 questions now:

1. What does the below actually mean
2. Is your problem permanent
3. Should you not provide working nameserver information as part of the package
4. Your last post (James) doesnt really corrolate to the information below
5. What am I supposed to do now?????????????

We have sent the welcome email to provide you the login details of the server and all the remaining details like nameservers will be same. As we are facing some problems while registering nameserver at registrar (They are not accepting nameserver) and if they accept them it take more time to propagate as compared to normal nameserver. Due to this we are suggesting your customer to use private nameserver instead of using our nameserver for better performance, security and uptime.

greyhound · #6 (**permalink**) 03-07-09, 10:22 AM

Also - I have just noticed that you have moved my thread. Is this because you do not want potential customers to see what has happened to me?

**James** · #7 (**permalink**) 03-07-09, 02:55 PM

For testing purpose you should have used a test domain instead of using your main domains. As the Hyper-V VPS technology is new, you should have asked our techs to transfer the domains which would have surely avoided all the troubles you've gone through. We do provide name servers to all our VPS hosting clients. But the number of name servers which we have registered with enom has gone up drastically due to which we are facing problems registering the new name servers with enom. This is a temporary problem which will be sorted very soon.

You also have the option to use your own private name servers which would look more professional compared to our default name servers.

As this is a VPS issue so I've moved the thread to the right section.

**Administrator** · #8 (**permalink**) 03-07-09, 08:02 PM

Hi Ben,

I will get a new DNS server setup for our VPS department. I am not sure why we need to register nameservers from domain registrar when we deal with such large volume of nameservers. I accept our mistake over here. but you should always keep one domain spare for nameservers. Your own nameservers make it quite convenient to move domains from one server to another.

Some of our staff members seem to be upset with your rant, but we have done more than one mistake here and we need to seriously think on those. Hyper-V VPS's were recently introduced, so the learning process is still going on.

I will move this thread back to the Testimonials forum as per your request. I am quite sure that we won't get similar complaint in future.