Problems with server.lu

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Originally Posted by Six66Mike

dwdm I'm trying real hard to be patient and understanding right now about the current situation but here's my problem.

A request to add new servers was replied to & invoiced in under 24 hours, while a hardware fault has no reply in 24 hours and a major billing concern hasn't been responded to in nearly a week since it was submitted.

There's no rush that I can see to respond to faults/issues but the response time in filling a nearly 600 Euro order was done with such amazing speed it caught me totally off guard. And when I phoned to try & discuss this (the billing issue primarily) with someone so I can put my mind at ease, I'm cut off and told someone will reply to the ticket soon.

I've had some pretty wicked experiences in the past few months but this past week is driving me a bit nutty & I'm sure the reception are sick of hearing my voice & telling me the same thing, send an email/ticket and a reply will come...but they rarely do. I don't much like doing these things in a forum like this but there's not really any other open form a communication at the moment that I have at my disposal.

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now you know how i felt! let us know if you can get it sorted.

Err sure.. but I'm not writing 10 tickets about 1 DS2000. I'm trying to resolve hardware issues for servers in my possession and billing concerns on dozens of servers that i have spent thousands of Euro on. There's a bit of a difference between ignoring your ETA requests and a fairly large customers concerns regarding their account & servers. :)

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Originally Posted by Six66Mike

Err sure.. but I'm not writing 10 tickets about 1 DS2000. I'm trying to resolve hardware issues for servers in my possession and billing concerns on dozens of servers that i have spent thousands of Euro on. There's a bit of a difference between ignoring your ETA requests and a fairly large customers concerns regarding their account & servers. :)

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you are so narrow minded. firstly, FFS my request is not an ETA ticket. what is your problem?
secondly, i'm a customer just like you, so don't think you are better than me.

Well, I do think big customers spending a lot of money should get premium support, yes. That's how any business I've ever worked at has operated, the more you spend the more the company holds your hands & tries to keep you on. By those characteristics, I'm no better than you as a person but as a client I *should* be in the eyes of the company. But who knows, I chew up more bandwidth and maybe that puts us on equal footing in terms of margins lol.

"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."

Then why so many tickets & emais before you got a box, and why in a later post did you continue to go on about it not being hard to provide an ETA for you?

I don't get how 10 tickets is appropriate though. At worst I had 4-5 tickets open at a time for individual faults/questions etc and when there was no reply, I picked up the phone & was told all the tickets confused them and they didn't know what I wanted lol. So now I use 1 very long ticket for ongoing things, and report faults in a new ticket when needed.

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Originally Posted by Six66Mike

Well, I do think big customers spending a lot of money should get premium support, yes. That's how any business I've ever worked at has operated, the more you spend the more the company holds your hands & tries to keep you on. By those characteristics, I'm no better than you as a person but as a client I *should* be in the eyes of the company. But who knows, I chew up more bandwidth and maybe that puts us on equal footing in terms of margins lol.

"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."

Then why so many tickets & emais before you got a box, and why in a later post did you continue to go on about it not being hard to provide an ETA for you?

I don't get how 10 tickets is appropriate though. At worst I had 4-5 tickets open at a time for individual faults/questions etc and when there was no reply, I picked up the phone & was told all the tickets confused them and they didn't know what I wanted lol. So now I use 1 very long ticket for ongoing things, and report faults in a new ticket when needed.

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well to start i asked about the hardware, then there was a network issue, then there was a problem with the box not rebooting properly and a few others i wish not to mention. happy now? either way it looks like neither of our tactics show much result recently.

as for the "and why in a later post did you continue to go on about it not being hard to provide an ETA for you?" i thought the people of this forum should know my experience with this company, i know if i was researching i would like all the information i could get.

I just checked our control panel and they've added an ETA next to the unreleased servers:

ETA: 05/05/2009

(We've got plenty of them expected for tomorrow)

Well, thanks server.lu for adding this...

I think the ETA problem should be solved by now. There have been some additions in the control panel.

This does not solve the ETA issue _before_ you are ordering, but we are working on that as well. It's a little bit more complicated, because right now it is hard to predict numbers accurately.

Over and out.

Server not yet released!
ETA: May 5,2009
Reason: Waiting for RRB device

yay!! This makes me happy. :)

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Originally Posted by dwdm

I think the ETA problem should be solved by now. There have been some additions in the control panel.

This does not solve the ETA issue _before_ you are ordering, but we are working on that as well. It's a little bit more complicated, because right now it is hard to predict numbers accurately.

Over and out.

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So no comment about my last few posts? Now I wake up to see that in fact after calling & being told someone would reply... there's no response, yet again. :frusty:

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Originally Posted by Giggly

Server not yet released!
ETA: May 5,2009
Reason: Waiting for RRB device

yay!! This makes me happy. :)

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I got one of these too!

No idea what a RRB device is but they are probably important :D

most likely remote reboot.

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Originally Posted by Six66Mike

So no comment about my last few posts? Now I wake up to see that in fact after calling & being told someone would reply... there's no response, yet again. :frusty:

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Afaik Ticket 2987 has been answered a while ago and we are waiting for further details from your side in order to proceed.

Has this thread really escalated to a 1st level support thread? I hope not :(

Yeah soon after I posted my bit of venting it was replied. Now waiting for the clean install :) I am more concerned with the lack of response on 2887 though as it's been a week now. I would love to just talk to someone over the phone before 3pm today if possible to explain what's happening there.

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Originally Posted by dwdm

Has this thread really escalated to a 1st level support thread? I hope not :(

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Much like the Whirlpool forums in Australia, people will seek out support wherever they can get it so when staff post on public forums its like a swarm to the hive ;)

PS: What's an RRB device? :D

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Originally Posted by Six66Mike

PS: What's an RRB device? :D

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Relative Rev Backup is my guess :happy:

Update: got a reply to one of my tickets! Date submitted: 02.05.2009 - 01.33
Reply Received: 05.05.2009 - 21.10

my server turned up this morning right on the eta

RRB = Remote ReBoot

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Originally Posted by dwdm

RRB = Remote ReBoot

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You guys got those back in stock? ETA was yesterday, and I'm still waiting as patiently as i can :D

nice they have windows server 2008 available now :)

dwdm: it seems that all of my server.lu servers are down. I am customer ID 2443 and am unable to access your remote reboot panel either or your main website.

Appreciate some updates. Many thanks.

PS: I wouldn't post here if I could get a support ticket in :(

Just a quick note that all my servers are now back online :D

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Originally Posted by solaris

nice they have windows server 2008 available now :)

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Problem is that the Web-edition is quite expensive and the normal editions even more so while some other companies offer Web for free. Might have a look into it to see if companies accept my own license for Server2008; I absolutely love that OS but not that much to shell out 20 or 30 bucks a month for it.

anywayz using windows on a seedbox is big no no!

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Originally Posted by OmarH

anywayz using windows on a seedbox is big no no!

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Because? Judging by your extensive arguments, you certainly seem to be MCITP at least so there must be some truth in not using Windows on a seedbox? Or are you possibly confused by the age-old limitations that were put into place on the tcpip.sys on XP pre-SP2 and it's bigger brother Server2003 Web?

Well, a machine running the specs of a DS4000 @ Server.lu can most definitely handle Server2008Web or Server2008Standard as an OS and perform just as good, in throughput and caching, as a rivalling Linux-OS. Plus it seems more suited for a number of people on these forums since these people seem to have very little knowledge concerning Linux.

Your truly,
TransFormer
MCITP: Server Administrator / MCITP: Enterprise Administrator / MCITP: Enterprise Messaging Administrator / MCITP: SQL Server 2008 Database Administration:whistling

OK mr bigshot if u wanna use windows on a seedbox thats fine by me!
but in my experience linux performs better, uses less resources AND is free..

and there are enough guides on teh interwebz for people who dont have any linux experience

Have problem to get any contact with Server.lu. I was sendning a mail 1 week ago but have't recived any answer.

If any one here represent server.lu, please contact me via PM.

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Originally Posted by Zlivver

Have problem to get any contact with Server.lu. I was sendning a mail 1 week ago but have't recived any answer.

If any one here represent server.lu, please contact me via PM.

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They usually take a while to get back to you, sometimes its within a few hours but mostly its a few days. If you don't get a reply within a day or 2 then start a new ticket.

The problem is that i can't login and my e-mail adress seams to be gone from the database.
I have paid the server (setup fee + one month = $ 98) but have not accessed it yet seans i can't login anymore...

Dunno where you live, but they do have a phone-number listed on their site as well. I know, old-fashioned, a phone number but that might take justa few minutes as opposed of waiting for a week for a mail to be replied

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Originally Posted by Zlivver

The problem is that i can't login and my e-mail adress seams to be gone from the database.
I have paid the server (setup fee + one month = $ 98) but have not accessed it yet seans i can't login anymore...

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remember you have to login with your customer number so make sure your not accidentally trying to log in with your email.

yea, i'm using my customer-number. But I can still not login...

And they don't answer my emails.