shakh

Dear Surpass fanatics,

Several times now, I request an account migration from shared/reseller service, explicitly requiring that the DNS Zones for domains under migrated accounts are updated to point to the destination (my dedicated server, in recent cases), in order to minimize data loss (email, logs, etc.).

Once again I'm told the DNS records were updated as requested/required, and I find things otherwise. Ticket ID: DCP-575009

I did nslookup specifying pass41 as the name-server:

# nslookup
> server 72.29.83.18
Default server: 72.29.83.18
Address: 72.29.83.18#53
> niagaraonline.ca
Server: 72.29.83.18
Address: 72.29.83.18#53

Name: niagaraonline.ca
Address: 72.29.83.18
> gootal.com
Server: 72.29.83.18
Address: 72.29.83.18#53

Name: gootal.com
Address: 72.29.83.18

The Address (IP) should be that of my dedicated server!

I'm frustrated staying up late trying make sure this is done smoothly/correctly I would do it all myself, but I cannot update DNS Zones on the shared/reseller servers w/out root access (migrating accounts from my VPS was much better).

Am I misunderstanding something? Am I doing something wrong?

D Shak

shakh

I have been waiting in vain for four hours, hoping there would be a response to the ticket and/or here.

If indeed the DNS Zones were not updated, and the copy/move of accounts is not repeated from pass41, then all those hours of data will be screwed.

D S

shakh

Still waiting...

It's ironic, the one thing I can't do (update DNS Zone IPs on shared/reseller server), Surpass support keeps shafting me on. Surpass will do the part that I can do myself, then leave me hanging on what is definitely out of my control.

It's as if Surpass support is intentionally trying to cause data loss - intentionally giving me incompetent support service.

1.5 days ago I opened up a ticket with a simple request to migrate two accounts from shared/reseller server pass41 to my dedicated server. IT'S TAKING MORE THAN 1.5 DAYS TO MIGRATE A COUPLE SMALL ACCOUNTS?!?!?!

I am so disappointed, upset, and sick of being in this position... I hate how Surpass keeps challenging me to move my business elsewhere with these ridiculous situations. I want to know who is ultimately accountable and what they are going to do about it!

Daniel Shakhmundes

Mike

Its nice that you have blacklisted some techs from working on your tickets...

The hold up is that your ticket was moved to a lesser staffed queue (Transfers) and that explains some of the delay on response on your ticket. Unfortunately It does not look like the dns was forwarded from your shared account to your dedicated server post copy.

We can retransfer the accounts and perform the dns forwarding again if you are very worried about any dataloss during propigation or you can now just update the nameservers to the 2 for your dedicated server as the accounts have been copied as of about 13 hours ago.

I'm unsure of why the DNS fowrding part of your ticket was overlooked or not done, looks like a oversight/mistake to me and I apologize for that. Let us know what you would like us to do over the ticket or by replying to this thread again. Thank you

__________________
Mike
Surpass Special Operations

shakh

Thanks for your response Mike K, and for your apology too.

I'm glad you think my black-list is nice. Surpass management said that it can be honored if absolutely necessary. I hope you understand that I would like to remain loyal to Surpass, but the incompetence of some support staff is absolutely unacceptable, hence the necessity of my black-list - even you are not sure why a simple part of my request was "overlooked" (how embarrassing to Surpass). I would rather wait longer and have a support request done right the first time. I make the effort to clearly state my needs and requirement - only those who reciprocate the respect are welcome.

Like I said, I can wait if I know a request will be done competently. Unfortunately, I am waiting for long periods of time AND my request is being mishandled badly.

I would like a re-transfer of the accounts, followed by DNS forwarding, as I requested and am still waiting for. I have stated many times that minimizing data-loss is important! It is a matter of principal and best practices [to be a successful business] too.

I appreciate your attention, and I hope your company will do something about repeatedly "overlooking" requests/needs that they claim to provide/service. Good staff like you are why I'm still here. We would all save time and make more money if the two black-listed techs were replaced with just one person who is of the same caliber as you and the white-listed techs.

Shak

shakh

Bubby repeated Sabarish's work and then did the DNS IP updates that Sabarish grossly neglected.

I think Bubby and Mike K. deserve honorable mention and Sabarish warrants a black-listing. Does anyone else have any thoughts, opinions, comments, or suggestions? Who cares about my trials and tribulations?

Shak

Mike

We care about your issue and I will be passing the situation onto our Quality Assurance Department to analyze the delays and how we can move forward from them. The delays will also be discussed with our 3rd Level Admin Team Management.

The Admin blacklist is fine, I can add it to your client notes for your helpdesk email address if you would like. This way so you will never have to reiterate again who you do not working on your tickets. I will correspond more about this in your ticket (DCP-575009). Feel free to contact me in the future mike.k (at) surpasshosting.com if you have any extended delays or anything Management should look into.

Thanks

__________________
Mike
Surpass Special Operations