dwdm can you please PM me..about something important..about an order
Thank You
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dwdm can you please PM me..about something important..about an order
Thank You
Sorry, no PMs. Once I start this it will never stop :-/
well..we ordered a server almost 2 weeks ago and no word..about anything..no comformation no nothing..just wondering if you could check into it?
That's a hell a lot of information ... :/
well..i didnt want to give out the email and stuff...in public...thats why i asked for a pm..i mean geesh we paid like 160 euros to your company..would a pm be that much to ask for..we just would like to know whats goin on?
Order ID, Ticket ID or anything similar should do it, without revealing anything private here.
You ordered and paid something two weeks ago, and you don't have it? Sounds strange to me, because there is not one single pending order in our system that is older than 5 days. There are some unpaid orders in the system that are 12 days old.
so either you belong to the unpaid orders (wire transfer?) or something has gone wrong.
In real case of trouble, contact support (at) server.lu or even grab a phone. This is something I would not like to fix in PM.
we have put in a support ticket days ago..ill give ya the number..
... #2816 it has the info for order in there..put in friday...customer 2682
Huh? You've been a customer since end of December with a clean balance and a server assigned for more than 4 months... !?
dwdm - I am a customer since December, yes. I've tried ordering another server with no response. My friend has ordered AND paid for a server well over a week ago with no response. I put in the support ticket # that Z3R0 gave you.
ok..ill let you guy sort it..thanks for getting on Giggly and thanks dwdm for responding...
I have this server, just thought I'd say its been great so far. One hell of a box.
yeah its nice if ya can actually get one...:p
we are trying to get 2 ds7000... guess they have enough customers already lol
the problem is one is PAID for already...and still nothing
I been waiting a few days myself for a server.... heard nothing from them regarding my tickets and emails to support.... not very good communication at all.
yeah me to paid 2 weeks ago opened a ticket about it but still no answer so far!
I just hate when people dont respons their custumers. I did ask a small question to their support about ordering 4 servers. After 2 days i did order from a diffrent provider.
I love my ds7000 server i have... just would like to get another one and my friend is trying to get one as well. I ended up going through ovh reseller instead. :/
Box is reliable as anything! (shared with 4 people):
[uptime] System: 75 days, 19:10, 0 user(s), load: 0.42, 0.68, 0.53
Longest I had to wait for a box so far was 6 days, most delivered within 1-2 though. Did you guys complete the order, including confirmation email & payment?
If you haven't received a reply, why not pick up the phone and have a quick chat?
cuz thats what they want and earn some more €'s...
When you go through the order process, it says to wait for an email with pmt instructions, which never comes. My friend went ahead and paid for his like 10 days ago. Still no word.
I put in a support ticket Friday night about his order and my own. No response at all. I think the only way I was able to get a box from them was to take it over from someone else. Wish I knew someone getting rid of one again lol.
Well my box got delivered... so I'm no longer waiting, however my ticket remains open and no response to email... not that it matters anymore, but don't expect a quick response from them lol.
can i have yours? :p
anyway im getting a OVH SuperPlan Mini since its only a couple euros more than the DS2000 but with a better cpu and 2x500gb hdd's...
I've ordered a DS2000, sent 3 tickets and 2 emails before I got a reply to say they will set it up either tonight or 2moro morning. From the 2 emails and 3 tickets, only one response and it didn't answer my other questions, just told me ETA. I wish they would read the other tickets and reply.
My email was also not reply yet i think they got problems will mail servers or already had enough customer.
Only once reply buy support the rest was ignored.
Quit emailing them and they won't be bogged down by requests :) Only email if you have a legit issue, not "where's my server" emails that just flood the system. You'll end up getting the server before you get a reply probably. (Says the guy who just had a colleague submit a NEW ticket for something already being discussed in an ongoing ticket! lol dufus people are dufus')
Actually I don't understand your concerns...
NOBODY is waiting 2 weeks for a server, so stop claiming things like that. If you ordered something without getting a confirmation link and you felt like paying, then you did not follow the process and we have no real trace.
I just want people to put things right.
Well, if they don't want to get tickets about servers they should give a tentative delivery date when they get the order.Quote:
Originally Posted by Six66Mike
From their FAQ:
# How fast can you deliver?
[...]
Sometimes it can happen that we receive more orders than we have spare hardware available. Unfortunately this is something we cannot control but we try hard to deliver on the same day that you have ordered.
Everybody can understand that delivery on the same day is not always possible. But from the wording, one'd think that if they don't deliver the same day they'll deliver the next day, not the next week or two weeks after.
Also, slow server delivery shouldn't mean slow (or plain nonexistent) ticket reply.
Except if you order a server for you and your pals, businesses depend on their suppliers. A delayed delivery of say, 5 servers, may mean 20 lost customers. So it's a big deal.
Now, don't take me wrong. Their servers are great. Not so sure about all the infraestructure because last week one my servers was rebooted due to a power loss, but all in all, server.lu pricing is good considering what they give. We have several seedboxes with them and they will remain one of our suppliers - however, right now, we can't rely on them. Whenever our seedboxes get full (and this happen often), we need to go to other suppliers to meet our demand.
We have a pending order with server.lu, and these servers will probably remain unused for a few days, since we are adding our new users to server.lu's competition.
Xirvik
I'm now going to tell something I should probably not tell, but:
Every second ticket is a "When will I get my server?". We are not going to respond to that any longer, because it takes a lot of time.
BUT...
We are currently implementing an ETA feature in the control panel, where you will see WHEN your server is expected to be released (with no real guarantee, but more sort of a guideline).
We are currently selling 10 times more servers per day thatn 6 months ago, so YES, it has become a real challenge to keep up, especially with our suppliers who are having a hard time with us :-)
@xirvik: power loss? I'm not aware of that.
I'm not sure how it takes so much time to respond saying :Quote:
Originally Posted by dwdm
1. A time
2. A Date
I reckon I can do that in about 5 seconds.
I'm pretty sure it took you more time to reply to this post than it would take you to reply to a where is my server ticket.
And yes, if you reply then it doesn't make the customers open new tickets since they think you did not get the last one...
If you are getting 10x more customers and its been 6 MONTHS surely that has been enough time to say get some extra staff? I can't imagine it taking longer than 6 months to hire a few extra people. And maybe look at getting some extra suppliers?
As for the "Servers are usually set up within a day", here is a response I got to a ticket I submitted:
Funny thing is, its the next day, in the evening and still no server. :yup:Quote:
28.04.2009 - 17.47
The ETA for your server is either today or tomorrow morning.
New hardware is currently being assembled.
28.04.2009 - 17.29
I have sent an email and have got no reply and have opened 2 tickets and still no reply. Please can you let me know what is going on and why it takes so long for a ticket/ email to be answered?
I don't think you are in a position to judge how we do our internals. And new staff is constantly recruited, but you don't find people matching a specific profile on every corner. Same counts for good suppliers.
Could be worse, Hosting-IE told me 6-8 days for my server a long time ago and it took over 30 days and withholding payment with a complaint through paypal before it was finally delivered. I played hell getting a intelligent response from them. I have heard nothing but good things about Server.lu so I would hope that this is just an aberration and not the standard operating procedure with these guys. I can understand your frustration though, when you pay that much for something you would like to be aware of what the delay is if any is happening and it only takes a few minutes to communicate to the customer whats going on. A little patience and communication could avoid any unpleasantness. On the down side, I was looking at getting one these, but if it has been a hassle lately maybe I can wait until things get smoothed out.
... it's not like we would not try to improve ourselves. Just give us a chance to act and a little bit less ETA flooding would be nice :)
Read my post again, I am NOT judging your company. I merely posed suggestive questions. And there is no need for me to put down your company, since I thought you were good enough that I actually purchased from you. I am hoping you take your customers views into mind so that future customers can benefit from constructive criticism. If anything, I was helping you.Quote:
Originally Posted by dwdm
Since you are online now, can you answer Ticket #2893 please?Quote:
Originally Posted by dwdm
I take it that now is not really a good time to order from Server.lu then? Is the backlog that bad? Not that it matters but I see that Unknown is from the UK or at least thats the flag he is flying, you can order a server pretty cheap from OVH why not just go there and get one in 24 hrs?
Yes I am from the UK :DQuote:
Originally Posted by Snarkyone
OVH prices, when you add on the VAT, is more expensive. And I thought I'd try out server.lu since I had a seedbox from Xirvik from there and it was ok.
Currently we need about 24-48 hours to release a server that is not available, because the ratio staff vs. new orders is not good anymore. There is new staff joining us soon, so this will hopefully get better.
But please please please stop whining about delivery speed. If you really need your server yesterday when you order it today, then my personal advise is to look somewhere else. We don't need that pressure right now, because we are already aware of all this and we are doing a lot to get this straighten up.
I can understand you though. If I needed a DS I would also want it at once. But right now it's hard to do so... we have to deal with it and so do you. And if you can't, well... OVH is not far away.
24-48 hrs is perfectly acceptable. If that's all it takes then you should not see too many complaints from people. Sometimes delays happen and sadly there is nothing you can do about it other than communicate effectively so that there is no question of what is going on with the order from customers. I think it's when 48 hrs turns into a week with no word of explanation is when people will start to get hot under the collar and I don't think anyone could blame them at that point. Good luck in getting it sorted. From what I have heard once you get this server you will be pleased, so hopefully you will have it in the next couple of days.
I don't blame anyone - I would probably not act differently.
I am getting angry if one of our upstream's NOC is not answering fast enough. This may be something different though, because this is _really_ critical. Doesn't mean a server is not critical, but low cost is always combined with "less" priority than high end and server.lu is low cost.
So, to summarize: everybody should get their server before the long weekend arrives. This evening we are going to release some 50 servers that have been pending. Most of you people should be part of this load.