The impossible happended! Just when you thought ServInt was the absolute best Data center around, the unthinkable occured. My server died after a reboot, sent in a trouble ticket, got a response saying they can't reach any techs to fix the problem and I have to wait "unknown" hours before someone is able to fix my server...


ServInt is definately not Rackspace as I thought they were.. :angry:

oh well...

I'm sorry to hear that. Do they work on weekends?

err, they were suppose to be the best. 24/7. They have someone there 24/7 but no "knowledgable" techs in case something goes wrong with your server... I guess the guy there only knows how to "reboot" a server..

I'm sorry to hear that. Be thankful you found out though - so you can make other arrangements. :)

It's better you found out over something minor (like a reboot) than something major (like a hardware problem).

That is very strange, I've always managed to get through to someone I considered to be knowledgable.

You cant escape Murphy's laws,

http://dmawww.epfl.ch/roso.mosaic/dm/murphy.html

I m sure that this was a combination of few laws, ( one tech, many servers, it's only for today, nothing will go wrong )

Wow.... never heard that about them before....

Yeah me too. Always thought they were the best.

I have always been able to get a hold of knowledgeable staff when I call. This is very out of character.

This is definitely not the norm. Each time I have contacted the datacenter, my request was taken care of promptly. Very strange, indeed.:eek:

-Lamar

That's odd I was just talking with them this Sunday. I hope this gets resolved quickly. Than again, I usually call, I don't email in issues.

Yeah, did you try to call them?

In such emergency situation, I'd prefer to call them instead of just relying on email.

They've been very reliable so far and I'm very happy with their service.

OK, I have just been contacted. I still have a lot of faith in this company. How often do you get contacted by the manager to ask if things were okay ;)

I guess this is a rare thing... I mean who would hire a high level engineer on Sundays at 4am.. Imagine how much $$ you would pay ;)

Anyhow, I am still happy I'm with ServInt as there was a tech there 24/7, but obviously not Mr.Know.It.All !.. :D

Maybe not Rackspace, but very near to it... Of course, I can't ask for anymore since their pricing is about 2x lower than Rackspace..

Yeah, I believe your case is an isolated one which should be very rare to happen :)

ServInt's still a serious contender to Rackspace :D

Can you tell us what it took a high level engineer to solve? (For future reference when using tech support....)

There's a big difference between ServInt and Rackspace... Rackspace operate in the UK and in the USA, and I believe they redirect support tickets (and phone calls) between their two offices to wherever the labour is cheaper at a particular time.

Originally posted by universal2001
[B]OK, I have just been contacted. I still have a lot of faith in this company. How often do you get contacted by the manager to ask if things were okay ;)

B]

Thats a really good thing. Actually i received this email from Mr. Caldwell almost a month ago (i havent had the time to reply to him to say thanks :rolleyes: 'cause i just found the message) :

[B]
Hello,

I was checking up on your server and your business recently, and spent
some time browsing your website. I wanted to let you know that when I
click "General" at the top of your webpage, it attempts to take me to /general/ which doesn't exist. Instead, I get an
error saying "The page cannot be found."

Other than that, your site looks great! I haven't heard from you in a
while, and am hoping everything is going well. By the way, I hope you
always know that if you ever need anything, feel free to send me a
message.

Sincerely,

Reed J. Caldwell
ServInt Internet Services
http://www.servint.net
B]


Thats custumer suppor if you ask me! So, if Reed reads this message i just want to thank you and apologize i havent replied, i will do it soon though ;) (i didnt see your mail until now)

universal, im almost sure that was an isolated problem but would like to know more details regarding that issue.

Regards

UPDATE: Mr Caldwell has asked if I wanted a full month's credit.

This got me off guard because NO other company I have been with has offered me credit. It's usually the customer who requests for such things.

WOW, I can't believe how much this company rocks! :o

Originally posted by Perfecthost
Can you tell us what it took a high level engineer to solve? (For future reference when using tech support....)

Something screwed up with partition/kernal...

you are right universal, usually the customer has to ask several times and after that give up because the company wont give a refund of any kind,... i have seen that soooo many times with several companies, just need to make a search, lol.... though its not that common to find a company that offer credit...

keep up the good work servint =)

Originally posted by universal2001
UPDATE: Mr Caldwell has asked if I wanted a full month's credit.

This got me off guard because NO other company I have been with has offered me credit. It's usually the customer who requests for such things.

WOW, I can't believe how much this company rocks! :o

Smart move too. For the price of a month of hosting, they are earning so much goodwill on this board.

They understand a rule many businesses forget:
Treat your customers well.

thats true ;)

WHT is a very powerful advertising system, i believe that positive comments here are quite more efective than a banner/button,... and also free!

so, if clients are treated well they will for sure promote the service, like a few servint clients (me included) has done some times on this board :cool:

on the other hand, if clients are not treated right they will be the first ones to post negative comments and complaints that would probably scare other potential customers

regards

Servint is without a doubt the best provider I've been with.

They are a bit slow with upgrading my kernel though :)

I have a Red Hat server with software RAID, and almost 2 weeks ago an engineer tried to install the latest RPM kernel on my server but changed it back to the old kernel because he couldn't get the server working with the new kernel (he said that this was because of software RAID probably and was going to look into this)

I've asked for updates on this issue twice afterwards, but apparently he hasn't found a solution for my server yet because I'm still waiting for my kernel to be upgraded.