shakh

Almost three hours go by since my last post on ticket YFC-469795. It's Jason M., telling me that "3rd level admins" will look into it. Well, the ticket was already previously given to the "3rd level admins" by Tim G. on Jul. 19 (9 days ago!)! FOUR people have already worked on my ticket (Tim G., Bubby, Nivin, and now Jason M.) and I am no closer to having it resolved! Nivin almost resolved the ticket; I never mentioned FTP anywhere, but Nivin still fixed the FTP logs instead of the web/HTTP logs. Maybe Nivin could fix the right thing, but instead I get deflections and delays.

I am VERY upset...

D Shak

shakh

Jason M. just got back to me. My upset is somewhat alleviated, as he seems to be making genuine efforts to resolve ticket YFC-469795; asking questions and outlining courses of action that show his consideration for the circumstances and understanding of what it takes to reach a solution/answer.

ALL of the support staff members should understand that if they aren't 100% sure that they can resolve an issue 100% CORRECTLY, then they should confer with their more experienced/knowledgeable peers or escalate the ticket to a higher level or ask the customer/client to clarify anything vague/ambiguous.

There are some real good support staff members at Surpass Hosting, and some really lame ones. Sometimes getting an issue/ticket resolved is simply a matter of pressing on until one of the competent people gets involved... Still, I am concerned that unqualified people may have access or involvement with my server, and I am looking forward to communications with management, in order to root out the "bad apples" that hold Surpass Hosting down. Everyone will be happier with fewer (or none) "WHERE IS THE SUPPORT!!" type of messages on this forum!

Daniel Shakhmundes

Dan

Jason is part of the management team. I saw your complaint ticket and I saw the YFC ticket you were having a problem with so I asked him to look at it, so hopefully you're getting the support you feel you should.

I'm sure the rest of management will look at the other ticket you opened with the complaint tho.

__________________
D4nz Net - Surpass Help Desk - NES Forever
Use the thanks button. It works!
AIM: dansorl

shakh

Dan, we are definitely making some progress now; thanks for your attention and time here (I hope Surpass thanks you too!). csf/lfd can now run on my VPS (although that has caused some other issues, which is another/separate story), and we have webalizer stats fixed for one of two domains (pending my client's approval).

I'm starting to feel that the support is as it should be; we still have some issues to iron out, but at least we are making progress now. Understandably, support is recommending that I upgrade my VPS. My business is doing well, so I have no doubt that I will be upgrading my server no later than this Fall (with Surpass, provided we can sort out the recent issues). Surpass Hosting has been a part of my success thus far (I started with shared/reseller hosting in 2003), and I expect that the hard work of those like Jason and Sherin will keep me around for future success that we will all share.

My grandparents are "snowbirds"; they live in Florida every winter. I am hoping that all goes well, and I can come visit y'all around late December or early January when my clients are quiet.

Talk to you later, when I have more news with regards to my Surpass Hosting support adventure...

Daniel Shakhmundes

shakh

Ticket YFC-469795 has been waiting over four hours, and there is still no response.
Eleven hours have passed, since my response to ticket JVN-844175, and there is still nothing from Surpass Hosting support.

It seems to me that Surpass left Sherin and Raman as the only ones taking care of Surpass' hundreds of servers today, because they both had time to respond only once each to my tickets today. Is this Surpass' Sunday service?

I am very interested to see what will happen tomorrow, considering I feel that my tickets are not yet completely resolved.

D Shak

shakh

1) No response to ticket JVN-844175 for 26 hours.
Given that iptables had a failure, and now my SMTP looks like it is being abused by spammers, the attentiveness to my server issues and support tickets are absolutely unacceptable.

2) There is no way that I would get a dedicated server with SurpassHosting if their service has degraded to such a useless level; they can't even take care of my VPS, and I was willing to upgrade to a better VPS (yet another communication where Surpass has dropped the ball)!

3) "Surpass Desk" AKA "Support Center" still lists tickets out of order.

4) I still have not heard from a real manager.

Now I am looking for a good alternative to Surpass Hosting, so their opportunity for retribution is starting to disappear. Maybe it will take me a couple months to find a place and migrate my clients...

D Shak

shakh

I posted a reply to ticket JVN-844175 on the morning of Aug.1, and there has not been a single response. I thought Surpass would care about mail-server abuse!

This thread is a testament to how Surpass Hosting runs business!

shakh

Since I am now the only one contributing to this thread, readers may want to read my latest post to Surpass Hosting Forums > Discussions > VPS : UNACCEPTABLE SERVICE!!!!! at the following link: http://surmunity.com/showthread.php?...e=3#post259430

This thread/discussion seems to have moved there.

D Shak

shakh

Dear Manny, Mike, and Kayla,

I am writing you directly to discuss the operations problems we continue to have. Quoted below is my previous email to Mike & Manny outlining the latest serious discrepancies in SurpassHosting's management of my server.

Your staff are contradicting themselves and as a result the security of my server is in a questionable state.

What has been done about these recurring circumstances? I have been begging for improvement upon these issues and am wondering why we continue to go through this loop.

I would like the contact information of owners and/or shareholders. These recurring problems require serious attention & investigation. Please oblige, as I would like to conclusively resolve these matters quickly and efficiently for the sake of everyone involved.

Daniel Shakhmundes


On Thu, Jul 3, 2008 at 1:49 PM, D.Shak [Gmail] <shakhmundes.dgmail.com> wrote:

Hello,

Either SurpassHosting.com was lying to me in ticket ID UPJ-985482 or someone screwed up the configuration of my server;
On 30 Apr 2008 06:09 AM Nishad posted "We confirmed both php is in suexec mode."

Sajna posted on 08 May 2008 12:23 PM in ticket ID YTP-230212 "You server was already secured before deployment.";
I was given the understanding that securing execution of PHP was standard practice within SurpassHosting.com, and was applied to my server.

Please investigate this matter and report to me,

Daniel Shakhmundes