would have i recommended surpass to my clients ? not sure

zaxxon · September 28th, 2006, 11:16 AM

in most cases surpass have been relativly quick to resolve my issues. they were minor and mainly informative in nature. but we all know that a host is measured in its ability to resolve major issues quickly and reliably. thats at least what is important to me. now, i am writing this after 4 hours of waiting on surpass to fix my clients problem, this is the 5th time his emails have been knocked off and he can retrieve them. in most case the problem have resolved it self after a few hours, but in a few it took a long time to fix. i have asked surpass to look in to this problem and advise on what toi do. the best i got is that the TEAM will look in to it and will let me know . did i her anything ? no. well i did actualy , i heard from my client that his emails are again down, and now after 4 hours i cant even get surass technician SAM B to look at it. in his opinion since its the same issue i have been having before i should not be posting another ticket. this might be fair enough but since i posted a ticket to support i should also be getting support to garnish the admin lecture. no support, no reasons as to what is happening, no estimated time for fixing this, no answer as to if its even been looked at and nothing in the light ofg a solution, i have reaptedly asked, and never got a reply as to what is happening, let alone resolved my issue.

if i had know this is how i will get treated, i probably would have never chose surpass - its a massive turn off.
i call the admins from here to have a word with SAM B and maybe with their support department in general and to explain to them that as much as it is their right to be uncurtious and unhelpful in real life - surpass hosting is a business and is looking after business clients. and that there are many options out there for hosting. there is really no need to TRY and push customers away, some will leave anyway the idea for the support people is to retain customers to keep them up and running and provide curtious and helpful assistance at all times.
but then again this is just my opinion

**Kayla** · September 28th, 2006, 11:20 AM

Hi,

I'm a bit confused.

"this is the 5th time his emails have been knocked off and he can retrieve them"

I do not really understand that.

Can your client use webmail? If so the problem is not on the server end. If they cannot use webmail, then it is a server problem.

zaxxon · September 28th, 2006, 10:17 PM

u r right to b confused, i missed the 't' at the end, it should read CANT and not can

the problem is the server and an admin told me so ages ago, what i am moaning about is the service not the machines. it can happen any where that a machine will ocasionaly fail, but there is no excuse to keep an antipathic unprofessional service personel like SAM B on the payroll

**Kayla** · September 30th, 2006, 1:14 PM

Can you give me your current ticket IDs so I can check out what the techs have been telling you so far?

zaxxon · December 17th, 2006, 4:53 PM

this thread is almost 3 month old, since kayla last reply i sent her the tickets ids, and never heard back, since then the clients email have failed on 5 differant occasions, all that time we asked for a reason why this was happening, can we be moved to another server where this will not happen, and have recieved nothing in the form of a cohessive reply. i must admit that my site that i host with surpass has run very smoothly over the past few years, but my clients which i refered has not. like i mentioned earlier, its acceptable in my opinion that a server will fail occasionaly but the rate of failures on that server is too high and the response from admins and tech support is not sufficient.... just my extra 2 pence

**Kayla** · December 18th, 2006, 8:58 PM

Hi zaxxon,

I do not see the ticket IDs posted here in this thread. Did you email them by chance, because I did not receive them. I thought you would reply with them so that follow-up could be continued here.

zaxxon · December 19th, 2006, 8:41 AM

i emailed them , as i didnt want all those details in the public domain.
the client has decided yesterday to move his hosting. i cant blame them and i admit that when they told me that, i told them i think its a wise decision....
i apriciate your willines to help kayla, but after all these months with over 10 tickets raised all with the same problem , and after all the times we asked to be moved to a better server, a more reliable server and asked for clarification as to WHY this is happening with no relevant response from unix admins,3rd level support and admins- you cant expect them to stay. they have given you plenty of chances mainly since i recomended you, and always told them that any issue i ever had was resolved quickly and efficiently. but their eperiance is much much differant.
kyla, pm me if you wish me to give you their domain details so u can search their tickets if you want to see for your self.

**GamingHybrid** · December 20th, 2006, 12:23 AM

I suppose more detailed information for troubleshooting would have helped. Was it that he couldn't receive emails from the server at certain times? Was this fequent (more than once or twice within a 24-hour period)? Has the client checked with his ISP or have you had other clients (or even yourself) experience the same?

Also, keep in mind if it is at work where the internet is restricted, not all services will work. At one of my jobs in the past, there was a restricting software that also didnt allow and form of cpanel linking, from the 2082 address, etc. This i sdue to protocal blocking fro mthe software.

If at home, there could have been an issue with the server or his ISP. Many factors can be the issue, proving as much information possible will help narrow down and even terminate the cause at its core. So, if this is still an issue, tell us and/or the tech peps at the Helpdesk. The more details, the faster the support.

zaxxon · January 9th, 2007, 8:06 AM

gaminghybrid, i have provided loads of information on the actual tickets , and i suppose that any surpasshosting techs could have viewed it and see what are the issues, it is not their ISP nor any blocking programs, i have set up their network at the office and have eliminated it.
both unix admins 3rd level techs have all been involved and have always been forthcoming in admiting it was problems on their server. the fact that it went down is not the problem, the fact that the site was not moved to a more reliable server is, or the fact that no information as to hat it happened and no reliable solution have been provided IS.

September 28th, 2006, 11:16 AM	#1 (permalink)
zaxxon Registered User Fresh Surpasser Joined in Jul 2004 18 posts Gave thanks: 0 Thanked 0 times	would have i recommended surpass to my clients ? not sure in most cases surpass have been relativly quick to resolve my issues. they were minor and mainly informative in nature. but we all know that a host is measured in its ability to resolve major issues quickly and reliably. thats at least what is important to me. now, i am writing this after 4 hours of waiting on surpass to fix my clients problem, this is the 5th time his emails have been knocked off and he can retrieve them. in most case the problem have resolved it self after a few hours, but in a few it took a long time to fix. i have asked surpass to look in to this problem and advise on what toi do. the best i got is that the TEAM will look in to it and will let me know . did i her anything ? no. well i did actualy , i heard from my client that his emails are again down, and now after 4 hours i cant even get surass technician SAM B to look at it. in his opinion since its the same issue i have been having before i should not be posting another ticket. this might be fair enough but since i posted a ticket to support i should also be getting support to garnish the admin lecture. no support, no reasons as to what is happening, no estimated time for fixing this, no answer as to if its even been looked at and nothing in the light ofg a solution, i have reaptedly asked, and never got a reply as to what is happening, let alone resolved my issue. if i had know this is how i will get treated, i probably would have never chose surpass - its a massive turn off. i call the admins from here to have a word with SAM B and maybe with their support department in general and to explain to them that as much as it is their right to be uncurtious and unhelpful in real life - surpass hosting is a business and is looking after business clients. and that there are many options out there for hosting. there is really no need to TRY and push customers away, some will leave anyway the idea for the support people is to retain customers to keep them up and running and provide curtious and helpful assistance at all times. but then again this is just my opinion

September 28th, 2006, 11:20 AM	#2 (permalink)
Kayla Marketing Maven Surpass Staff Joined in May 2003 Lives in Orlando 24,749 posts Gave thanks: 946 Thanked 806 times	Hi, I'm a bit confused. "this is the 5th time his emails have been knocked off and he can retrieve them" I do not really understand that. Can your client use webmail? If so the problem is not on the server end. If they cannot use webmail, then it is a server problem. __________________ Follow Surpass on Twitter and Facebook Check out the Surpass Blog

September 28th, 2006, 10:17 PM	#3 (permalink)
zaxxon Registered User Fresh Surpasser Joined in Jul 2004 18 posts Gave thanks: 0 Thanked 0 times	flippin typos u r right to b confused, i missed the 't' at the end, it should read CANT and not can the problem is the server and an admin told me so ages ago, what i am moaning about is the service not the machines. it can happen any where that a machine will ocasionaly fail, but there is no excuse to keep an antipathic unprofessional service personel like SAM B on the payroll

September 30th, 2006, 1:14 PM	#4 (permalink)
Kayla Marketing Maven Surpass Staff Joined in May 2003 Lives in Orlando 24,749 posts Gave thanks: 946 Thanked 806 times	Can you give me your current ticket IDs so I can check out what the techs have been telling you so far? __________________ Follow Surpass on Twitter and Facebook Check out the Surpass Blog

December 18th, 2006, 8:58 PM	#6 (permalink)
Kayla Marketing Maven Surpass Staff Joined in May 2003 Lives in Orlando 24,749 posts Gave thanks: 946 Thanked 806 times	Hi zaxxon, I do not see the ticket IDs posted here in this thread. Did you email them by chance, because I did not receive them. I thought you would reply with them so that follow-up could be continued here. __________________ Follow Surpass on Twitter and Facebook Check out the Surpass Blog

December 17th, 2006, 4:53 PM	#5 (permalink)
zaxxon Registered User Fresh Surpasser Joined in Jul 2004 18 posts Gave thanks: 0 Thanked 0 times	this thread is almost 3 month old, since kayla last reply i sent her the tickets ids, and never heard back, since then the clients email have failed on 5 differant occasions, all that time we asked for a reason why this was happening, can we be moved to another server where this will not happen, and have recieved nothing in the form of a cohessive reply. i must admit that my site that i host with surpass has run very smoothly over the past few years, but my clients which i refered has not. like i mentioned earlier, its acceptable in my opinion that a server will fail occasionaly but the rate of failures on that server is too high and the response from admins and tech support is not sufficient.... just my extra 2 pence

December 19th, 2006, 8:41 AM	#7 (permalink)
zaxxon Registered User Fresh Surpasser Joined in Jul 2004 18 posts Gave thanks: 0 Thanked 0 times	i emailed them , as i didnt want all those details in the public domain. the client has decided yesterday to move his hosting. i cant blame them and i admit that when they told me that, i told them i think its a wise decision.... i apriciate your willines to help kayla, but after all these months with over 10 tickets raised all with the same problem , and after all the times we asked to be moved to a better server, a more reliable server and asked for clarification as to WHY this is happening with no relevant response from unix admins,3rd level support and admins- you cant expect them to stay. they have given you plenty of chances mainly since i recomended you, and always told them that any issue i ever had was resolved quickly and efficiently. but their eperiance is much much differant. kyla, pm me if you wish me to give you their domain details so u can search their tickets if you want to see for your self.

December 20th, 2006, 12:23 AM	#8 (permalink)
GamingHybrid Bow before Surpass! Super #1 Joined in Sep 2004 1,547 posts Gave thanks: 91 Thanked 49 times	I suppose more detailed information for troubleshooting would have helped. Was it that he couldn't receive emails from the server at certain times? Was this fequent (more than once or twice within a 24-hour period)? Has the client checked with his ISP or have you had other clients (or even yourself) experience the same? Also, keep in mind if it is at work where the internet is restricted, not all services will work. At one of my jobs in the past, there was a restricting software that also didnt allow and form of cpanel linking, from the 2082 address, etc. This i sdue to protocal blocking fro mthe software. If at home, there could have been an issue with the server or his ISP. Many factors can be the issue, proving as much information possible will help narrow down and even terminate the cause at its core. So, if this is still an issue, tell us and/or the tech peps at the Helpdesk. The more details, the faster the support. __________________ Wii Hotspot - Upcoming project! -http://www.wiihotspot.com Make a cPanel Login Form \| Why is my Account Suspended?

January 9th, 2007, 8:06 AM	#9 (permalink)
zaxxon Registered User Fresh Surpasser Joined in Jul 2004 18 posts Gave thanks: 0 Thanked 0 times	gaminghybrid, i have provided loads of information on the actual tickets , and i suppose that any surpasshosting techs could have viewed it and see what are the issues, it is not their ISP nor any blocking programs, i have set up their network at the office and have eliminated it. both unix admins 3rd level techs have all been involved and have always been forthcoming in admiting it was problems on their server. the fact that it went down is not the problem, the fact that the site was not moved to a more reliable server is, or the fact that no information as to hat it happened and no reliable solution have been provided IS.

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