Problems with server.lu

**unknownman** · 05-04-2009, 12:20 PM

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.

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

**Six66Mike** · 05-04-2009, 12:34 PM

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.

**unknownman** · 05-04-2009, 12:46 PM

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.

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.

**Six66Mike** · 05-04-2009, 12:59 PM

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.

**unknownman** · 05-04-2009, 01:04 PM

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.

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.

**xirvflux** · 05-04-2009, 04:04 PM

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...

**dwdm** · 05-04-2009, 06:26 PM

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.

**Giggly** · 05-04-2009, 06:29 PM

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

yay!! This makes me happy.

**Six66Mike** · 05-04-2009, 07:22 PM

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.

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.