julianps

As I cancel my DS account after the year's trial my general observation would be that Surpass hosting has got better; certainly if speed is the main criteria.

Surpass Support, on the other hand, is horrible. Mainly it's horrible because their help-ticket system seems to combine the worst-of-both-worlds but the real problem is the lack any visible quality control which gives the whole experience a Alice in Wonderland feel.

They manage to combine gobbledygook with malapropism until, like the Queen of Hearts "words mean what I want them to mean.. nothing more, nothing less." and nothing is what it seems to be.

If I had a penny for every incorrect assertion, factual error or painfully extracted retraction I'd be on free hosting for a year; but like all offers from Surpass [predicated upon price, not value] that would rather miss the point.

I took my account in an attempt to get behind the hyperbole and to understand the issues involved in DS hosting. And my most important lesson?

For anyone without their own support resources, or competencies, ignore all offers of "free" support, laugh in the face of "pre-emptive" support and ignore headline-grabbing prices. It's way better to pay for good support than to sink in this mire and expect Surpass Support to get you out of it.

Mike

Hi Jules,

Sorry for the delay in response to this thread. I'm a little unsure about problems you experienced. Would you mind elaborating a bit? Taking a look through your topic creation history there seems to be a pattern of discontent and some confusion. Please allow us the opportunity to correct any problems you experienced and clarify uncertainties you may have. You may reply to this thread with a ticket id, domain name, server name, or send me a PM or mail directly mike.k at surpasshosting.com.

Waiting to hear from you,

__________________
Mike
Surpass Special Operations

Mike

Hi Jules,

Found your recent tickets and cancellation UVR-537351. I will correspond with you soon over our help desk. Thanks

__________________
Mike
Surpass Special Operations

julianps

This is not really the "forum" for getting to the bottom of deeply emotive and upsetting issues and I tend to become a bit of a pest when subjected to constructive listening...

By recollection this issue took a number of commercial sites out for a week, ended in DSSupport telling me it was my sites at fault (NSS[§]), when it had taken me an initial 36 hours to get DSSupport to even agree that the server was unduly slow and that there was a problem at all...

My final, generous, observation in reviewing the thread is that once there are more than 5 entries on a ticket it is unreadable and staffers coming on-shift have trouble absorbing what has been said, done, cleared and un-resolved to that point - and that staff in different locations see different elements of tickets at different times. So one guys days "no"; I say "f*k yes" and the next guy says "don't be rude; we know it's issue"; it's like Wonderland!

The point is I only bought Surpass DS to see what DS really involved; and we're moving the commercial sites off it, to a temporary location, as a consequence and outwards from there. We might keep the DS for a smaller project and to stay in touch, but risk a week of ever escalating disputes again - maybe not.

Thanks though for taking the time to respond.

[§] "No Sh!t, Sherlock"