Anyone know who I talk to to resovle this problem?

I have had a box with them a little over 1 day. I asked them to give me 8 IP address, which they said required me to be moved to another network. Fine.

I hadn't done anything on the box except create some user accounts, a virtual website, and compile some software, stuff like TinyFugue, nothing big, certainly nothing that would cause this.

They said they moved the server, but couldn't access it because "the vga console was turned on in the kernel". Now despite the rather lame excuse that really didn't impress me for it's originality, or reality for that matter, they want to charge me for a restore.

This box worked fine before they shut it down, in fact, they even accessed it fine before they shut it down, they do their thing, and now it's broken, and the datacenter insists that I pay to restore it. Talking to the sales/customer support/technical support people just results in a run around, and ultimately saying, well no one can overrule the datacenter here, you DO in fact have to PAY to fix RACKSHACK's screwups.

So, anyone got a name of someone I can talk to that is somewhat reasonable and not forced to read off the corporate "tell the customer he's screwed" script?

If thats the case, hopefully Patrick will save the day again and help you out :)

Who's patrick, how do I get ahold of him?

Patrick-EV1 is his WHT username, he works for EV1/Rackshack and helps people (even though he doesn't need to) with problems like this.

http://www.webhostingtalk.com/search.php?s=&action=showresults&searchid=796860&sortby=lastpost&sortorder=descending

Also try going into the chat room and plead your case or just call support and say you are willing to wait until they get some downtime for the restore.

I found once they realized I wasn't going to yell and I was being patient, they went above and beyond what an unmanaged host should do.

Chet

Well so far, the customer support and tech support transferred me back and forth, and the only solid answer I got was, well that's what they said so you gotta pay, sorry no one will override that. Hopefully Patrick will provide some help.

Bambenek,

Patrick is a great person to work with, and if anyone can help you with your issue, he can. However, as an observation, starting a thread named "Rackshack Stupidity" is probably not the best first step towards solving your problem. Patrick keeps on good eye on Rackshack related problems here, and would probably be more anxious to help someone with a thread labeled "Having problems with Rackshack support" or something along those lines. Just a friendly observation.

Originally posted by bambenek
Anyone know who I talk to to resovle this problem?

I have had a box with them a little over 1 day. I asked them to give me 8 IP address, which they said required me to be moved to another network. Fine.

I hadn't done anything on the box except create some user accounts, a virtual website, and compile some software, stuff like TinyFugue, nothing big, certainly nothing that would cause this.

They said they moved the server, but couldn't access it because "the vga console was turned on in the kernel". Now despite the rather lame excuse that really didn't impress me for it's originality, or reality for that matter, they want to charge me for a restore.

This box worked fine before they shut it down, in fact, they even accessed it fine before they shut it down, they do their thing, and now it's broken, and the datacenter insists that I pay to restore it. Talking to the sales/customer support/technical support people just results in a run around, and ultimately saying, well no one can overrule the datacenter here, you DO in fact have to PAY to fix RACKSHACK's screwups.

So, anyone got a name of someone I can talk to that is somewhat reasonable and not forced to read off the corporate "tell the customer he's screwed" script?

Bambenek if you email me your information I will see what we can do. My email address is found below. Also if your able to read this before 10p.m. CST RS-Bill is in the chat room awaiting to assist you with the issue. If you are not able to get to him with your information then you can always shoot an email to our support group at support@rackshack.net and refer this post in the email. I will at this time authorize for a standard restore at our expense given the information you have provided is correct, if it is concluded different you may be liable for charges, however at this time my main concern is getting your server online.

The sooner you email or go into the chat room the sooner we can look into this issue for you. Please be sure to include your RS-#### if you send the email to our support@rackshack.net team.

Thank you,

wtg mario.. :)

Originally posted by chet
I found once they realized I wasn't going to yell and I was being patient, they went above and beyond what an unmanaged host should do.

Chet

One thing I would like to add to this while this is true, we will assist if the customer is yelling however it may take longer, because an upset person is alot more difficult to deal with. We are all consumers we have at one point in time in our life yelled at someone and we know how we were treated as a result of our actions.

The main thing to focus on when you have a problem as I am sure most will agree is getting the server back up not worrying about who is to blame, that can be researched once the problem or issue is resolved. I believe that in this line of work one minute = one hour so what is most important yelling at someone or assisting to get the problem resolved? Not asking for responses just want everyone to think about that next time you encounter a problem, rather it be with us or anyone before calling or making a post with something rude in the subject line.

Thank you,

That's just ridiculous. You shouldn't have to post on a forum like this to get reasonable support. Switch to a real provider.

Not really,

ToastyX, you don't know all of the facts do you? Do you work for RS?

We are all humans, and all humans make mistakes. I would imagine its quite hard to house over 10,000 servers ;)

Originally posted by ToastyX
That's just ridiculous. You shouldn't have to post on a forum like this to get reasonable support. Switch to a real provider.

RS actually have unbelieveably good support.

I agree the support so far has been great for my server, also considering thier prices you'd expect horrible support, but its great!

well from what the orginal poster stated, if true, then Toastyx comments may hold water.

Why should a customer have to go into a public forum to request support and get answers from a company? and to top that off, the company is gun ho about admitting they are wrong (again, if his story holds true), and not until that person gets into a public forum, where they then have to finally admit they screwed up, now where does that say RS has "great support"

Support and customer service are two very differnet things in the hosting world, and its been said many times that RS has "great support" but this and many other threads like it, where the customer has had to come into this place to request support, certainly shows how "good" you rate a company when it comes to other peoples problems.

When you rate a company, i think you should take into account all the negitive posts as well, not just "they have treated me great..."

We at RackShack always make an effort to solve things outside of forums. We have many different routes, and ways to get things solved. I understand that it can be difficult at times to utilize all of those options, however, as a RackShack supervisor, I, as all of us are, would be more than happy to resolve an issue and utilize all of those resources for you without having to resort to posting on forums. I work Saturday-Wednesday, 3:00-11:00PM CST (-0600), and am available for chat in #rackshack on irc.ev1.net or on the phone @ 713-333-7873 during the hours that I am here. Please give the technicians a chance to resolve your issue before requesting to talk to me, as most supervisor issues are easily resolved without having to speak with a supervisor at all. If you are still not satisfied with their work, feel free to request to speak with me, and I am always happy to do what I can for you within the borders of my authority.

Thank You for your continued support,

RS-Bill

Originally posted by AlaskanWolf
well from what the orginal poster stated, if true, then Toastyx comments may hold water.

Why should a customer have to go into a public forum to request support and get answers from a company? and to top that off, the company is gun ho about admitting they are wrong (again, if his story holds true), and not until that person gets into a public forum, where they then have to finally admit they screwed up, now where does that say RS has "great support"

Support and customer service are two very differnet things in the hosting world, and its been said many times that RS has "great support" but this and many other threads like it, where the customer has had to come into this place to request support, certainly shows how "good" you rate a company when it comes to other peoples problems.

When you rate a company, i think you should take into account all the negitive posts as well, not just "they have treated me great..."

I absolutely agree, however; when first line technical support fails a user, I do not see how taking it public would be the next logical step. When an employee upsets me, the first thing I do is ask to speak to a manager and if they all fail to assist me, then I take further action. I'm attempting to investigate this issue right now but do not have much to go on, rs#, etc..

go Rackshack - you shouldnt feel a need to respond to such low comments - 99% of us realise what a great job you are doing.

After speaking to the datacenter techs I've discovered this:
1/4/03 5:44:30 PM
in order to bring the server back online a restore was required. restore has been completed and set all passwords to the password on the account in internalweb. there will be no charge for the restore due to all of the confusion and difficulty in finding the origin of the problem. if EU needs the old drive mounted we will put it back in for 24 hours to retrieve old data.

This was resolved hours ago and to your favor by the datacenter technicians, they were never able to access the VGA console, which is why they thought you might have disabled vga in the kernel, because many have done this before. And indeed, after the restore it did work.

I understand frustration and the feel for the need to air your complaints before going through all the proper channels within the company first, but at least post the resolution when it has been met, it seems your complaint was that you had to pay at 3PM and by 5PM it was solved, but no word from you, so 2 managers and a supervisor were alerted to this post so we could investigate it, when in reality it was done 4 hours ago.

In the future, as I've always posted, my email address is patms@ev1.net, I'm always happy to assist, and no, you shouldnt have to post here, nor do you have to if you take the proper steps to receive assistance.

Originally posted by ToastyX
That's just ridiculous. You shouldn't have to post on a forum like this to get reasonable support.

[QUOTE]Originally posted by AlaskanWolf
Why should a customer have to go into a public forum to request support and get answers from a company?
To correct ToastyX & AlaskanWolf, this person did not post on the forum to get support, request support, nor request answers. This person's question was...
Originally posted by bambenek
Anyone know who I talk to to resovle this problem?
Please read the post before posting, and I think the question has been answered.

The problem has since been resolved, would have posted sooner but I was away.

And I tried to escalate internally but didn't really get any answers, I repeatedly asked who I can talk to, and was told tough. That's when I posted here... apparently I did enough complaining to get the restore done.

Hopefully it was just a glitch in the otherwise good support system, but then again, hopefully nothing breaks to need support. :)

Glad everything worked out for you!

Good job Rackshack!

You know.. When chicken closes a thread its usually for a reason.. And its not generally smart to go start a new one :D

Thank you for your opinions... be advised I have thoughtfully placed them in /dev/null