blackdiamond

after 6 months of great regular hosting and almost a year of great service with a dedicated server i have recently been really let down by surpass.
since february this year i have had problem after problem with my server. extremely slow response times, and downtime. for hours at a time.
in the last 2 weeks since handing over more money for what i hoped would be a better service i have been even more let down. in the last 7 days my sites have been barely functioning, i am losing traffic and money to cover these surpass bills. and the problem i feel isn't being dealt with. while support WERE great, i now feel fobbed off with little explanation as to what the problem actually is and why it's a constant reoccurence. why isn't this solved already? i get the same responses that things are running fine but hours later the problem is back. after having such a great experience previously with surpass i am reluctant to move hosts, however i am now looking elsewhere because i feel left with little choice.

john

Glad to have you here in the forums. Sorry it had to be under these circumstances.

Surpass does take customer satisfaction very seriously. Most of the time they get it right, but occasionally things don't go as they should.

Can you please post some of your more recent tickets that have not been resolved to your satisfaction? I'm sure Kayla would like to know so that she can figure out what happened (or didn't, as the case may be).

I'm sure she would like to have the opportunity to keep you as a satisfied customer.

We're also always looking for fresh blood, umm..., I mean new people to talk to here in the forums, so after this gets resolved, stick around and become a part of the dysfunctional family known as Surmunity.

Seriously, post those ticket numbers.

Thanks.

John

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servers: dedi - petra1.petrahosting.net, petra2.petrahosting.net

Homepage: fernau.us (on petra1)

Failure is not an option. It comes standard with all Microsoft products.

Kayla

John, thank you for helping out here. It's greatly appreciated.

blackdiamond, when you said you've had downtime for hours at a time, that only leads me to believe that the problem could be with an account on your server running an intensive looped process at certain times. We have these own issues on our shared servers.. accounts cannot be allowed to run any type of scripts they want due to this fact.

If you go into WHM and click on CPU/Memory/SQL Usage under Server Status, if any file path is in red or yellow, that user definitely needs to look into their resource usage. If you don't see anything suspicious at all recorded there, then the problem will take longer to narrow down.

As John said, please post your ticket number here and I will look into the responses so far on it and have a look at your server.

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dad

not to digress from your complaint but I too have a couple of unresolved support issues.

In fact one i didnt even know had been responded too about email issues because... duh.. it was about email issues.

JSE-677755
AFK-747821


anyways , im seriously debating moving back to a reseller account. it has nothing to do with surpasses support or lack thereof... just i think my customers were much better served... and thats a reflection of my lack of knowledge than surpasses. Im going to decide in the next week what to do.. my ego enjoys a dedicated server but it is beyond me to ascertain the issues when they arise.

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"colocation" is a nice way to say im codependant on surpass
www.solacehosting.com
www.christopherforlife.com

Kayla

I'm checking those out now as well...

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DewKnight

Please remember though, to use a non-hosted email address, such as Gmail or Yahoo when using the help desk. that way, if there are email issues, you will still know of replies.

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David

You know, I respect that. You're putting your customers first and explaining that you don't think you know enough about it to deal with a dedi. I'll be the first to say I've often felt the same way, but I stick with it and force myself to learn more stuff about it. Truthfully, I would blame you if you switched back because you're trying to give your customers the best support possible. However, keeping at it with a dedi for as long as possible will probably help you figure out a lot of stuff. I know it's helped me. The more I dig around in it, read things off the web, and just try to figure things out, the more I get out of it. Hope your issue gets resolved. It's great to have your own server, and it would certainly suck if you had to switch back.

Dedi owners are the stuff. :thumbsup

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DewKnight

I had to switch back once.. I almost exploded. Ditto on what David said.

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Rai

I think you mean 'wouldn't'?

(Honest clarification, I had to read your statement twice to try and make sure I was getting it...)

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