mgphoto
05-04-2003, 05:49 PM
I'd like to give your a review of my experience of the company's performance to date. I am writing to both of you so that you are aware of my perception of your services thus far.
1. At the first scheduled meeting that was scheduled at your offices **** never showed. I sat for over an hour. I never received the courtesy of a phone call saying he would be late or even he couldn't make it that day.
2. I'm was charged over $400.00 for essentially putting in a Cisco 2924 switch. 10 minutes were spent on the APC switches, which your tech could not figure out how to set up. The client brought his own tech so your support staff never touched the client's computer.
3. I have an open support ticket that has not be handled in 4 days. The support ticket is not about a minor matter. It's about packet loss and slow response of your network. I have sent logs. In some cases we are still getting response times of over 500ms with me tracing the route here in the same city. It is also clear that most of the problems are appearing between (IP Numbers here) which are switches and routers owned by *** and you. This was stated in my previous support ticket. I'm sitting at my machine right now watching the packet loss and slow speed in real time.
4. I have called, left support tickets and emails concerning a firewall I was told could be put on a clients server and a week later nothing has been done.
5. It was agreed to that your support staff would rotate tapes on one server on a daily basis. I can see from tape headers and time stamps that this has not been done.
6. I was told there was 24 hour access, even for escorted clients. This was specifically discussed, prior to my moving to your facility, as these are business accounts they must be moved over a weekend. Today I went to the facility and no one was there.
7. I was told there was 24 hour phone support. I've called several times over the last day and evening. Clearly there is not 24 hour support.
8. This does not include the time some servers were not reachable due to a supposed DOS on Monday.
I have been with, and still maintain a number of racks with 1 ISP across the street for over a year. I've have had 3 support tickets in that time. The second ISP I had across the street, which I used for backup servers, for all there faults, were superior in every aspect compared to your company at this point.
To say that I am dissatisfied is an understatement. I pretty much feel like I've been lied to, cheated and ignored. All in less than 2 weeks time.
You have now cost me a client. I have also had to turn down another colocation client with a 1/2 of rack worth of equipment because I feel you are not capable of providing the service you are being paid for. I would prefer to lose the business now rather than get the reputation you could cause me.
I'll post who this was later this week.
1. At the first scheduled meeting that was scheduled at your offices **** never showed. I sat for over an hour. I never received the courtesy of a phone call saying he would be late or even he couldn't make it that day.
2. I'm was charged over $400.00 for essentially putting in a Cisco 2924 switch. 10 minutes were spent on the APC switches, which your tech could not figure out how to set up. The client brought his own tech so your support staff never touched the client's computer.
3. I have an open support ticket that has not be handled in 4 days. The support ticket is not about a minor matter. It's about packet loss and slow response of your network. I have sent logs. In some cases we are still getting response times of over 500ms with me tracing the route here in the same city. It is also clear that most of the problems are appearing between (IP Numbers here) which are switches and routers owned by *** and you. This was stated in my previous support ticket. I'm sitting at my machine right now watching the packet loss and slow speed in real time.
4. I have called, left support tickets and emails concerning a firewall I was told could be put on a clients server and a week later nothing has been done.
5. It was agreed to that your support staff would rotate tapes on one server on a daily basis. I can see from tape headers and time stamps that this has not been done.
6. I was told there was 24 hour access, even for escorted clients. This was specifically discussed, prior to my moving to your facility, as these are business accounts they must be moved over a weekend. Today I went to the facility and no one was there.
7. I was told there was 24 hour phone support. I've called several times over the last day and evening. Clearly there is not 24 hour support.
8. This does not include the time some servers were not reachable due to a supposed DOS on Monday.
I have been with, and still maintain a number of racks with 1 ISP across the street for over a year. I've have had 3 support tickets in that time. The second ISP I had across the street, which I used for backup servers, for all there faults, were superior in every aspect compared to your company at this point.
To say that I am dissatisfied is an understatement. I pretty much feel like I've been lied to, cheated and ignored. All in less than 2 weeks time.
You have now cost me a client. I have also had to turn down another colocation client with a 1/2 of rack worth of equipment because I feel you are not capable of providing the service you are being paid for. I would prefer to lose the business now rather than get the reputation you could cause me.
I'll post who this was later this week.