Problems with server.lu

[xantra]

Server.Lu should change their website to reflect the time to setup and make a server available then. They seem to consistently be late on delivering... scrap the part that states they "try hard to deliver on the same day" cause I haven't heard of too many people receiving their server on the same day!

If you can provide a rough ETA in your invoice when you send it, why not put it on your webpage too? Might stop all these tickets that get opened asking you about them? and in turn save you time having to answer the tickets ?

[Six66Mike]

The website has been getting updates recently, but as earlier mentioned the billing period is on the invoice & quite often accurate.

[djc]

People keep bugging for ETA's is a waste of time, would you rather they work on your server or answer your ticket asking when the server is ready? The fact so many tickets are being pushed into the system needlessly means those who actually have a legitimate billing/hardware issue need to wait even longer while staff trudge through the nonsense tickets.

Plus my guess would be that on weekends they may work with a reduced staff and those staff would prioritise production issues over server set ups.

I reckon 5 business days would be enough time to set up a server after that sure raise a ticket or contact them by phone/email.

I do think server.lu should actually give you a server eta when you order though even if it's as simple as ETA=todays date + 7 days, it would stop a lot of the wheres my server tickets ive read about in this thread.

And really, its just a seedbox its not life and death a couple of days wait aint going to kill anyone

[unknownman]

Over the past week, out of some 10 tickets I've only had a response on 1. What do they do in their office? :s

Did you even read what dwdm had to say over the last few days or considering this topic your personal rant-topic? Yes, there seem to be several flaws concerning answering support-tickets and yes people seem to wait long (especially if they use certain mail-domains) and yes they are kinda reorganising at server.lu. Waddaya want now; all your tickets answered, a nice cookie for a treat and maybe a server?

In all fairness; it's even nice for dwdm to be on these forums and possibly pay attention to what people say. For all I care, he/she is hiding behind the official support-pages and never look at these forums ever again.

Firstly, I didn't start this topic, so don't call it my personal rant, especially since other people have had the same concerns. And yes I did read through it, and I reported back that I got my server ok, but when I sent support tickets they were not answered, and there lies the concern.
I don't see why you are taking it within yourself to try and make fun of me...
No I don't want a cookie, I want what I PAID for... A server to be set up on time AND the fact that I also paid for their support services to respond to me, otherwise I could have just co-located. It is within certain laws in the EU for a company to adhere to their customers. It's like saying "I'm selling you this car with 1 year warranty", and then when something breaks, they don't want anything to do with you.
And do you have ANY idea what the tickets are about? I don't think so. So don't make a comment on them, or how many there are. The fact is, I have paid for a service and I am not receiving it.
Yes its nice for dwdm to be here, but as an employee I can't see why he is on here during office hours if there are unanswered tickets on the system? Surely if this was the place to raise matters by customers, then they should say so and everyone can post in here...

[FransTormer]

Well, what's wrong with the phone then? I mean, they do have a phone-number as well. And if this company is privately owned and registered as such at the chamber of Commerce in Luxmbourg, I can pretty safely say that a pretty big amount of EU laws don't apply (that goes for the UK and Holland as well if they were based there). Have to agree I don't know the contents of your support-tickets but in case of hardware-failure I certainly can imagine them troubleshooting the machine first before blindly replacing (expensive) parts.

And honestly; how do you know what dwdm's office hours are and if visits to there forums are within those hours? I work in IT and sometimes have "office hours" from 1PM to 1AM or from 7AM to 3PM; how can anyone else than my co-workers judge if I'm posting on the internet during office-hours?

And really, its just a seedbox its not life and death a couple of days wait aint going to kill anyone

Spot on there, buddy.

[unknownman]

I tried callin, it just rings forever, no one picks up, no voicemail. Also I can't see too many international buyers being happy to call a phone in Lu.

[xirvflux]

I tried callin, it just rings forever, no one picks up, no voicemail. Also I can't see too many international buyers being happy to call a phone in Lu.

I phoned them once, the (very polite) lady who picked it up just told me to email [email protected].

Anyway, they obviously can't keep up with orders, so the best course of action is to be aware of this, and just order well in advance, or go somewhere else.

We (Xirvik) do both things, when you have many servers and need many providers anyway it's no big deal. But I understand the frustration when the one server you want doesn't arrive when you expected it.

By the way: Their servers are good and so is their infrastructure.

[unknownman]

maybe they hate me...
Xirvik are you on msn nowdays? I never can get in touch with you.

[xirvflux]

maybe they hate me...
Xirvik are you on msn nowdays? I never can get in touch with you.

Of course we am :-) But if you say hi and disconnect in 2 minutes we can't get back to you unless someone is looking at the screen exactly when you are typing.

Most of our support is IM based, so it's connected 24 hours a day. We don't reply immediately in every case but we always do unless the user logs off.

[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.