Any Chance of Support SUPPORTING?!

Gareth · June 9th, 2007, 6:10 AM

Firstly, I'm annoyed so I apologise in advance. Up until now I have not really had a problem with support, they have been polite, knowledgable and quick to help. But there latest actions have left me very frustrated.

The support has always been fine, excellent even. But what the hell is going on now? Staff can look at ticket MZX-938064.

Basically, I ask support to install Xcache to the server. They do this, and leave every php/mysql powered site on my server with a 500 Internal error. Now this would be fine if they actually did anything about it, but no...they seem to be too busy to help a dedicated client from which an error that they caused.

I first told them about the issue 08 Jun 2007 05:57 AM, it's now 09 Jun 2007 05:07 AM - I guess the support team love leaving their clients with no access to their servers for nearly 24 hours (and counting!)...?

So far I've lost 23 clients and that number is growing quickly...nice one Surpass! I used to recommend people to Surpass on almost a daily basis, I can hardly see that happening now. Due to the support team creating an error on my server, and then leaving it for this long I've lost money, reputation as a hosting company and am left with a lot of angry clients...those that remain that is.

I wonder if you guys will consider that whilst you leaving me waiting a little longer. I won't even bother asking if you care about the fact I've lost clients and money. The more I think about this, the more unbelievable it is...I thought Surpass were different.

Thanks again,
Gareth

**Brandonnn** · June 9th, 2007, 5:11 PM

Gareth I just went to: http://www.myipneighbors.com/ and typed in your main domain: "hostedfx.com" .. and every site that is using MySQL is running fine.

Has the issue been totally resolved?

**Kayla** · June 9th, 2007, 8:19 PM

Gareth, I seem to remember disabling a scam or two on your servers (and one spam issue) and never receiving reply from you on if the issues were fixed or not. I just had to find out for myself. I understood that you were busy or maybe the email replies had been lost - but I did not lose any faith in you or your company over it.

But back on topic, I am looking into this ticket and seeing what exactly happened there with the reply times. This is an issue that cannot be put aside, and please be assured that it will not be.

telavir · June 12th, 2007, 10:49 PM

I have been hosting with Surpass since 2003 and I have never had them take longer than a day on any issue that they worked on less than a day. That is, if it was a huge problem that took 36 hours to fix, they did take longer than 1 day once. Otherwise they usually get back to me stating "problem solved" in about 2 to 3 hours.

Now I do know there is a weakness in their support system where the oldest requests come to the top of their que until they are solved. The weakness here is if you post another comment on your existing request the system automatically bumps you to the bottom. So if you're anxious you're likely to cause more problems than you solve by adding posts to you're existing request.

As for your loss of service, if you open a ticket that documents each domain and cancellation request you lost money on, they might be willing to give you a free month of service or so.

Gareth · June 15th, 2007, 3:32 PM

Sorry about my late response. Seems the guys came through in the end...I won't explain everything, but basically the level 3 support team ultimately fixed the issue even if they did take a...while to do so.

I guess the team were swamped with tickets and did their best under the circumstances, but still my patience was tested lol. The issue has been resolved.

June 9th, 2007, 6:10 AM	#1 (permalink)
Gareth Registered User Seasoned Poster Joined in Jan 2006 72 posts Gave thanks: 4 Thanked 1 Time in 1 Post	Any Chance of Support SUPPORTING?! Firstly, I'm annoyed so I apologise in advance. Up until now I have not really had a problem with support, they have been polite, knowledgable and quick to help. But there latest actions have left me very frustrated. The support has always been fine, excellent even. But what the hell is going on now? Staff can look at ticket MZX-938064. Basically, I ask support to install Xcache to the server. They do this, and leave every php/mysql powered site on my server with a 500 Internal error. Now this would be fine if they actually did anything about it, but no...they seem to be too busy to help a dedicated client from which an error that they caused. I first told them about the issue 08 Jun 2007 05:57 AM, it's now 09 Jun 2007 05:07 AM - I guess the support team love leaving their clients with no access to their servers for nearly 24 hours (and counting!)...? So far I've lost 23 clients and that number is growing quickly...nice one Surpass! I used to recommend people to Surpass on almost a daily basis, I can hardly see that happening now. Due to the support team creating an error on my server, and then leaving it for this long I've lost money, reputation as a hosting company and am left with a lot of angry clients...those that remain that is. I wonder if you guys will consider that whilst you leaving me waiting a little longer. I won't even bother asking if you care about the fact I've lost clients and money. The more I think about this, the more unbelievable it is...I thought Surpass were different. Thanks again, Gareth __________________ Surpass Dedicated Server Customer - http://www.hostedfx.com Last edited by Gareth; June 9th, 2007 at 6:18 AM..

June 9th, 2007, 5:11 PM	#2 (permalink)
Brandonnn pineapples are sharp Super #1 Joined in Dec 2005 5,777 posts Gave thanks: 147 Thanked 151 times	Gareth I just went to: http://www.myipneighbors.com/ and typed in your main domain: "hostedfx.com" .. and every site that is using MySQL is running fine. Has the issue been totally resolved? __________________ poof

June 9th, 2007, 8:19 PM	#3 (permalink)
Kayla Marketing Maven Surpass Staff Joined in May 2003 Lives in Orlando 24,749 posts Gave thanks: 946 Thanked 806 times	Gareth, I seem to remember disabling a scam or two on your servers (and one spam issue) and never receiving reply from you on if the issues were fixed or not. I just had to find out for myself. I understood that you were busy or maybe the email replies had been lost - but I did not lose any faith in you or your company over it. But back on topic, I am looking into this ticket and seeing what exactly happened there with the reply times. This is an issue that cannot be put aside, and please be assured that it will not be. __________________ Follow Surpass on Twitter and Facebook Check out the Surpass Blog

June 12th, 2007, 10:49 PM	#4 (permalink)
telavir Registered User Fresh Surpasser Joined in Aug 2005 Lives in San Gabriel Hosted on Pass5 13 posts Gave thanks: 0 Thanked 0 times	I have been hosting with Surpass since 2003 and I have never had them take longer than a day on any issue that they worked on less than a day. That is, if it was a huge problem that took 36 hours to fix, they did take longer than 1 day once. Otherwise they usually get back to me stating "problem solved" in about 2 to 3 hours. Now I do know there is a weakness in their support system where the oldest requests come to the top of their que until they are solved. The weakness here is if you post another comment on your existing request the system automatically bumps you to the bottom. So if you're anxious you're likely to cause more problems than you solve by adding posts to you're existing request. As for your loss of service, if you open a ticket that documents each domain and cancellation request you lost money on, they might be willing to give you a free month of service or so. __________________ End of line...

June 15th, 2007, 3:32 PM	#5 (permalink)
Gareth Registered User Seasoned Poster Joined in Jan 2006 72 posts Gave thanks: 4 Thanked 1 Time in 1 Post	Sorry about my late response. Seems the guys came through in the end...I won't explain everything, but basically the level 3 support team ultimately fixed the issue even if they did take a...while to do so. I guess the team were swamped with tickets and did their best under the circumstances, but still my patience was tested lol. The issue has been resolved. __________________ Surpass Dedicated Server Customer - http://www.hostedfx.com

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