I was seeing a thread closed by Chcken cuz he does not want us to use this forum as a support forum of burst .net

I just want to tell you all- that people post support problems with Burst net here because Mr Sean is only available here. He reply every ticket related to burst net very quickly (In seconds).

My server with burst net has been Down for last 2 days ...

I have sent 25 emails to every department of Burst net ... but no reply. I live in an south asian country and our software company has many international projects. I have hosted one commercial project with them. Last month the server was down for 3 days and Sean said that there was some problem in their DNS server, and now as it is down for 2 days, the company is taking this project back from us.

We have faced a loss of thousands of dollars just because of this great company Burst.net. I can't do anything about this except informing all the people about this company.

Anyone who is serious about his web site, please please please do not go with Burst.net .... It is the worst company around ...

P.S.
To Sean: I don't want any fake reply to this thread from you. If you want to reply, just reply one of the 25 emails I have sent you.

To Chicken: I have not started this thread to get support from Sean, but to inform others about my experiences which is my right and the purpose of this forum.

That's really a shame :(

Well this post would have potential for a flame, which (in my opinion) is much worse the getting help.
For example -
How can you say Burst.Net is THE worst company based on your own experience? I have heared alot of praise for them...

Im not saying they are not at flault, but im just warning of the impending flames!

:uhh: :uhh: :uhh:

edit: fixed typo

I'm with them now. Not had any trouble at all. Works fine. I had one person say the server was slow. Which on my end it was super fast. Compared to OLM. But I had no trouble. Sean and Eric w and g and all the others have always replied to me by either me calling or email or aim. There is other ways of communication you know!. If Eric or one of them can't fix it they get sean to fix it. I mean no biggie. Goodness. I haven't had no trouble really out of them yet. If I do I know where the door is lol.

Well, there are always stories for each side. I'd wait for Sean to answer before we judge anything.

No, it is fine to relay your experiences with a host (as you said, just as long as you don't attempt to use the forum to solve problems).

With due respect to TimPD, this thread wasn't about your experiences with BurstNET. Seems that people clog threads (without meaning to I realize), with unrelated posts. This seems to happen both ways. If someone posts a thread saying how good their experience with BurstNET is (or any other provider, not BurstNET specifically), a few post how they've had bad experiences, and the reverse.

I'm sure that some people have good experiences and some have bad, but the two shouldn't be automatically related, unless someone posts asking for any experiences from current customers.

Again, I realize people don't mean to do this, I'm just pointing it out so everyone is a bit more consious of it.

We have NO servers down for two days in our facility. We monitor 24/7 for such...and would know within 5 minutes of any server being down.

I do not know for sure who you are, but I can guess, because we got like 30+ emails to every dept recently from the same individual claiming his server was down. Guess what....server claimed down, has not been down since it was initially set up, and that was 35 days ago...

burst@******* [~]# w
4:25pm up 35 days, 18:13, 1 user, load average: 0.00, 0.00, 0.00
USER TTY FROM LOGIN@ IDLE JCPU PCPU WHAT
burst pts/1 secure.hostnoc.n 3:57pm 0.00s 0.05s 0.01s w


Server was not overloaded, our network has not been down.....so I am at a loss as to why this claim is being made.


Now, I will tell you what probably happened here.
You probably port scanned your own machine, the firewall software probably automatically locked you out, and you probably "think" your server is down, when in fact it is not, and you kinda did this to yourself :-(

Then again I may have the wrong client... :-)
I can't tell, cause client making these claims to us via email changed his root password to his server, and did not bother to notify us of such. Until we have the new root password, we cannot provide support/reboots/upgrades.


Sean R.
BurstNET

That is a very good point Sean. If you are a client of a webhosting company I.E. Burst or Pegasus or any other company. if you change your root pw tell us so we can assist you in troubleshooting server problems. If you don't tell us our hands are tied and there is nothing we can do except hack root which will mean your server has to come down, and then you cannot get into once it comes backup.

The indivdual that started this thread said . . . . . . . .I have sent 25 emails to every department of Burst net ... but no reply. . . . . . This seems to be his major complaint.
And, if true, does not reflect well.

http://www.yourimag.com/ is your website, it seems to be up. Is this the one that is on the server with burstnet? Also did you try to IM him? I've always gotten a response from the IM within a minute.

one time my server went down so i called burst after some hours. my server was brought up immedately after call (within 5 minutes). that's a very good thing i liked about burst.

you should have phoned him if your server was down.

i guess this is fake claim or the customer is imature and new to this field.

Originally posted by mahinder
. . . . . i guess this is fake claim or the customer is imature and new to this field. It is peculiar that he has never posted again. :eek:

I think Sean handled this issue well :)

Join me for some :beer:

Also Sean isn't the only employee at Burst.

I agree :rolleyes: :rolleyes:


Originally posted by SoftWareRevue
It is peculiar that he has never posted again. :eek:

I know the reason of mahinder's attitude but I can't disclose it here.

I am posting late because we all are too upset due to this. We do not disclose the the customer information but I think here I should tell something.

IP is 66.96.209.234

Here is the story...

20 days ago ... my server was down for 3 days ... and after sending many emails to Sean .... I got this reply after 3 days

" The problem with your server is due to the overloading of our DNS server, we are installing a new DNS server, as soon as it is installed, your site will be up again"

It's not word by word cuz I have deleted the email.

Our server started working after 8 hours of this email.


Sean Said


Server was not overloaded, our network has not been down.....so I am at a loss as to why this claim is being made.


I am more than surprised on this Shameless claim!

If I find his email in Trash somewhere ... I will post it here ... anyway the story is not that old so I don't believe that Sean do not remember.


Now let us assume that it was our fault .... we blocked ourselves, and our Buyer form Canada blocked themselves too ..... My concern is ....

WHY MY EMAILS WERE NOT REPLIED FOR 3 DAYSSSSSSSSSSSSS

Well maybe their was something wrong on your end that was causing you not to be able to get your server to work and when the technical support guys got the email and saw that it was working fine they must have thought "Oh...I guess he fixed it himself. Doesn't need my help."

I know the reason of mahinder's attitude but I can't disclose it here.

I am posting late because we all are too upset due to this. We do not disclose the the customer information but I think here I should tell IP at least.

IP is 66.96.209.234

Here is the story...

20 days ago ... my server was down for 3 days ... and after sending many emails to Sean .... I got this reply after 3 days

" The problem with your server is due to the overloading of our DNS server, we are installing a new DNS server, as soon as it is installed, your site will be up again"

It's not word by word cuz I have deleted the email.

Our server started working after 8 hours of this email.


Sean Said


Server was not overloaded, our network has not been down.....so I am at a loss as to why this claim is being made.


I am more than surprised on this Shameless claim!

If I find his email in Trash somewhere ... I will post it here ... anyway the story is not that old so I don't believe that Sean do not remember.


Now let us assume that it was our fault .... we blocked ourselves, and our Buyer form Canada blocked themselves too ..... My concern is ....

WHY MY EMAILS WERE NOT REPLIED FOR 3 DAYSSSSSSSSSSSSS

In 48 hrs ... i checked my mail for 110 times. I was not able to call cuz calling USA is not as easy from here. but I sent email on each and every address available on their site.

After 3 days of my problem I got the following mail ..

[Your server is up and running fine.

Regards:

Eric G.
Tech
BurstNET Technologies, Inc.--
BurstNET® - The Speed the Internet Travels®]


After I posted on this forum ... I got the following email ...

Server has not been down. Also, the current root password for your server must have been changed and we do not have it on file. Please email us your root password so we can log into your server and see what the problem is.


Keith V
Support Dept


--
BurstNET® - The Speed the Internet Travels®]

NOW this is the email I would have recieved a long time ago ... Now I have sent them the root paswd .. and it's more than 7 hrs .. and no reply ....

My reply was

[ IP is : 66.96.209.234
Paswd: "*******"

I have tried connecting to this IP through SSH using many ISPs but it is not resolving.
Please restart the machine or do something so that it starts working.

Regards,
JK]


Now I am waiting for a responce ............. I was not posting on the forum anymore cuz I didn't want to be accused of getting support here ... but I think now my detailed responce was necessary.

P.S ... I know that the everything could be my mistake ... but my mistake should have been handled properly ...I think thats what i am paying for!

Burst.net does have a history of not replying to support e-mails. I can vow for that. My last support ticket for a VERY simple question was posted: Tue 11/20/2001 8:15 PM and I am still waiting for a response. :rolleyes:

Oh yeah.... I AM NOT ASKING FOR SUPPORT HERE ON WHT ;)

Just to let you know that ... still no reply and my server is down ...

Now can anyone here verify the claim that my server is not up and running ...

Please ping 66.96.209.234 and tell me if its up and running as stated by Sean and his team.

Originally posted by thebigH
Just to let you know that ... still no reply and my server is down ...

Now can anyone here verify the claim that my server is not up and running ...

Please ping 66.96.209.234 and tell me if its up and running as stated by Sean and his team. :eek2: Here's what I get . . . . . err . . . . or not . . . :rolleyes:

11/24/01 09:57:40 ping 66.96.209.234
Ping 66.96.209.234 ...
1 failed
2 failed
3 failed
4 failed
5 failed
6 failed
7 failed
8 failed
9 failed
10 failed
11 failed
12 failed
13 failed
14 failed
15 failed

From my computer:

Pinging 66.96.209.234 with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 66.96.209.234:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms


I'm sorry that I don't have a server inside BurstNET to give you a ping off of there....

Now you all have seen the real situation .... still no reply server is still down ... Loss of my buyer is more than $10,000 up till now as the site has about a million visitors a week (You can confirm that from Sean)

We have lost everything including many future projects. Here I wana tell moderators that most of the visitors come here to know how a company is doing and should their site be hosted on some specific company. I think there should be a Black List on this site, where companies like BURST.NET should be listed so that people could be aware of these scamers.

If you have read the message from Sean ... he said that the server is up and running, then why the server is down according to all other WHT members...

If someone can call them please call them and tell me when should I expect the server to come up .... Or is there any place where I could claim this Loss .....

I am totally helpless with no reply from Burst.net .....

If your losing that much, I would suggest contacting a lawyer. I haven't read over BurstNET's TOS, but I doubt you waved all right to sue them for lose of revenue.....

Can't sue them from my country ...

Just want someone to call Burst.net and tell me whats the situation ....

Me, my staff and my company is :bawling:

IP is dead to me as well. Suggestion... when you need something and it seems the $$$ lost is greater than whatever you are dealing with, sign up for a new server somewhere else *now*, get the site up, worry about the past situation in your spare time.

Sorry to hear your case.

I agree with Chicken. If you really value uptime is so important to you and you want someone to reboot your server if anything happen, go with racksapce.com.

Even though you might see some of my posts asking for alternative to rackspace.com. Becasue what I don't like is their price. Anyway, what you pay is what you get.;)

GET THE FACTS PEOPLE FIRST!
...before making assumptions.
Client's server WAS NOT DOWN!


You server IP is 66.96.209.230 NOT 66.96.209.234
Your server IS NOT down, and HAS NOT been down.
You were using the incorrect IP to attempt to reach your site. Now you DO have a problem, the IPs on your server became unbound. But we had no way of knowing that, until just now when you posted the IP you were trying to connect to.
If you had contacted us and said "my IPs are not working" then we would have figured this out...but you did not...you said your whole server was down.
Check your original service welcome email we sent you, NO WHERE does it say your server IP is 66.96.209.234...it says 66.96.209.230.

Sean R.
BurstNET

C:\>ping 66.96.209.234

Pinging 66.96.209.234 with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 66.96.209.234:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms


:eek: :eek2: :eek3:

if you are lossing $10000 i suggest phone them and vaste some $10-$20 dollars :( i know either you are in pak or india and it is very costly to call USA. :(

right now burst is offline on AIM. otherwise i must have told them about your server. i feel sorry for you.
:rolleyes:

C:\>ping 66.96.209.230

Pinging 66.96.209.230 with 32 bytes of data:

Reply from 66.96.209.230: bytes=32 time=451ms TTL=241
Reply from 66.96.209.230: bytes=32 time=370ms TTL=241
Reply from 66.96.209.230: bytes=32 time=421ms TTL=241
Reply from 66.96.209.230: bytes=32 time=360ms TTL=241

Ping statistics for 66.96.209.230:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 360ms, Maximum = 451ms, Average = 400ms

hi, just seen post from burst. the ip provided by him is working from bombay - india. :)

Sign up for a new server somewhere else *now*, get the site up, worry about the past situation in your spare time.




We had a server with VERIO and shifted right after 8 hrs of no-reply. The problem was that the site is popular one and it is present in Cahce of most of the ISPs and hundreds of members are still resolving the old server of BURST.NET , therefore Burst.net is important for us as many ISPs update their chache after 3 days , I know one which updates after 1.5 weeks. For most of the people now the site is working fine on the VERIO server.

Now Sean ...

After 4 days you are telling me that I should have done this and that .... I think I dont have to say anything here ... people are not foolz here.... 4 days means 4 dayssssssssssssss ....


But we had no way of knowing that, until just now when you posted the IP you were trying to connect to.


So you mean one should post his IP on WHT if he want support from Burst.net? I sent you an email with my domain name and user name .... was that not enough?????????

We are not mind readers!

If you say your server is down, we check to see if the server is down. IT WAS NOT DOWN.
(We would have known anyways before you probably...and would have taken care of it)

If you had told us a site was not working, or your IPs were not working, we would have fixed such for you ASAP. YOU DID NOT.

We checked into the problem you notified us of, and we found nothing wrong. If you would have given us more details about the problem, or stopped cursing at us, maybe we could have helped you further. You did not, and as far as we were concerned...the problem you reported..."server down"...did not exist.

If you take your car to an auto-shop and tell them you have a flat tire, are they supposed to know your windshield wipers are broken?

Also, if you curse or are rude to our staff, we WILL NOT respond to you.


Sean R.
BurstNET

I am also still waiting on a response from Burst.net to my support request from last Tuesday (Tue 11/20/2001 8:15 PM). I guess if your IP's are working you are not a priority :( :( :( :( :( :(

BurstNET,

You cannot expect an typical user to tell the NOC that the IP has been unbound, to them, it looks like their site is down because they cannot use the IP. Common Sense......


Also, if you curse or are rude to our staff, we WILL NOT respond to you.

Not had much experince in the retail industry have ya? No matter what you get rude customers, and its all how you handle them. It was my job for along time to deal with these people and defuse them, sometimes they have no right to be angry sometimes they do. But you never ignore them, when they are paying for service you must provide the service, other wise they have a reason to demand a refund, and as I'm sure you know, you get to many chargebacks on your mercent account, and guess what the bank does....... :D :D

I'm not siding with either party here, I'm just pointing this all out.....

Originally posted by The Prohacker
BurstNET,



........But you never ignore them, when they are paying for service you must provide the service, other wise they have a reason to demand a refund, and as I'm sure you know, you get to many chargebacks on your mercent account, and guess what the bank does....... :D :D

I'm not siding with either party here, I'm just pointing this all out.....

I fully agree with this. It might be their mistake or misinformation, but a client usually does not contact support if eveything is working OK :)

Once again...

1. Client claimed server down...we checked, IT WAS NOT.

2. Client changed root password to server, so we COULD NOT LOG IN AND CHECK to see if there were any other problems.

3. Once client became rude and started cursing at our staff in his emails, we would not respond to him further. Such is company policy.


I stand by our actions, and feel we did nothing wrong, and would do the same thing should a similar situation arise again. This is a client that has complained on a regular basis, and no matter what, we will never be able to please.


Sean R.
BurstNET

I agree you cannot please everyone, but ignoring people isn't the answer. What happens if you had 10 highly irrate customers all cursing at your techsupport in a week. And you ignore them all. Then they all file chargebacks because you are not honoring your services that your supposed to be offering. So the bank gets these 10 same complaints. And if you keep getting these same complaints and people chargingback for the same reasons. Then the bank will launch an investigation into your company where all your funds in that bank are froze.

And what happens if those people started filing BBB reports about your practices?

And what with a case that a user lost income bacause you ignored them? That would show up great in court,
BurstNET: "Yeah your honor, he was upset, so we ignored him"
Judge: "You ignored a customer because they were upset, because they just lost $100,000 because of your downtime."
BurstNET: "Yup"
Judge: *ganvel drops* "Guilty"


Now these would be extrem circumstances but I think I made my point....


I seriously think you should overhaul your business practices...




Hmmm... This post has gone way off topic, prolly should be closed.....

If you had told us a site was not working, or your IPs were not working, we would have fixed such for you ASAP. YOU DID NOT.

Here is the copy of the email I sent 25 times ... Please tell me Sean .. am I worng ?.. and please don't lie ..

[HI SEAN

Our server "abc.com" is not coming up ... our IP is also not resolving ... what the problem ?

Server down? please respond asap.

JK ]

This is the word by word email I sent to Sean 25 times ... If I have changed a single word ... please tell me Sean ...

I have clearly stated that My IP is not resolving .... read again ...

Here is the quote again

If you had told us a site was not working, or your IPs were not working, we would have fixed such for you ASAP. YOU DID NOT.

You still have something to say Sean ... May be this time you will need some time to make a nice excuse.


Also, if you curse or are rude to our staff, we WILL NOT respond to you.

Duh .... what a support rule. Anyone running a company here would definetly laugh at this.


P.S. I can PM someone here on this forum with the ticket URLs so that he could verify that I have not changed the wordings of the email sent .... And the rude language which I used after 2 days of no reply was ... " HELL WITH BURST.NET" If I said anything else ... please tell here to all Sean ...... and everything your company did to me deserve much stronger words.

I don't have anything to add :rolleyes:
The Prohacker summed up things quite well ;)

If a company had not responded to my first email after I told them I couldn't reach my server; you better believe that any further communication from me would be quite heated :angry:

We did respond, to tell you that the server was not down. Several employees responded in fact, because you rudely emailed every address you could find...

From the way you sent your emails to us, it made it sound to us that you thought the server was down. We were not aware that there was any other problems, and you did not clarify such to us. You just continued to send the same email over and over and over again...with no new info or questions.

This whole problem could have been avoided if you had notified us that you changed your root password when you did it...but you did not...and we had no way of checking if there were any other problems that could have made you keep contacting us.

This matter is closed as far as we are concerned.
Client supplied us with root password, and we corrected the IP bindings....issue resolved
We have nothing further to say regarding this matter. We stand by our actions and response in this support issue.

If you change your root password, your mUST notify us, or WE CANNOT provide reboots/support/admin work to you until you do.

Sean R.
BurstNET

First he was saying ....

quote:
--------------------------------------------------------------------------------
If you had told us a site was not working, or your IPs were not working, we would have fixed such for you ASAP. YOU DID NOT.
--------------------------------------------------------------------------------

and I clarified that my email addressed both of the issues ..

1. site not coming up
2. IP not resolving

So ... now he says I should have told him the Root Paswd. Yes I changed the root Paswd.

What should have happened was

Sean should have asked me to give the CHANGED root paswd after an hour of my first email ..... CASE CLOSED .....

It took 4 days and "3 page long thread at WHT" for them to ask for my root paswd ....

Anyone reading this thread from start can now easilt tell what happened. If the thread is shown in the court ... Judge would not wait for the hearing even ..

Anyway, I think this thread should not be closed until Sean leave his stuborn behaviour and accept his fault. I have seen many threads in this forum where people shouted at BURST.NET and Sean replied in the same strong way, and 2 "probably hired " people say "We are very satisified" .... and thread closed ... but I think this thread should have a result ... at least some conclusion ..

Originally posted by thebigH
. . . . . .but I think this thread should have a result ... at least some conclusion .. I think it is quite easy to arrive at a conclusion :rolleyes:

<< I think it is quite easy to arrive at a conclusion >>

Of course you do...
You're here to cause trouble...
...to just find more content for your www.yourhostsucks.com website.

Sean R.
BurstNET

Originally posted by BurstNET
<< I think it is quite easy to arrive at a conclusion >>

Of course you do...
You're here to cause trouble...
...to just find more content for your www.yourhostsucks.com website.

Sean R.
BurstNET

:laugh: :laugh: :laugh: :laugh:

Of course you do...
You're here to cause trouble...
...to just find more content for your www.yourhostsucks.com website


Ok ... leave him. Now no one form us (thebigH and BURSTNET) will post anything on this thread and let all the visitors of this thread vote for "WHO IS GUILTY AND HOW MUCH" (except mahinder).

<< WHO IS GUILTY AND HOW MUCH >>

Now WHT is a Court of Law...Quite amusing...

Sean R.
BurstNET

Originally posted by thebigH


Ok ... leave him. Now no one form us (thebigH and BURSTNET) will post anything on this thread and let all the visitors of this thread vote for "WHO IS GUILTY AND HOW MUCH" (except mahinder).

:rolleyes:

ok. ok. So i am guest of honor to watch the show. ;)

Originally posted by thebigH
...and let all the visitors of this thread vote for "WHO IS GUILTY AND HOW MUCH" (except mahinder).

Judging who is guilty isn't going to solve anything.

From this:
Our server "abc.com" is not coming up ... our IP is also not resolving ... what the problem ?

Server down? please respond asap.
To be fair thebigH, you weren't specific enough in your question (you didn't specify the *actual* IP that wasn't working), and when you email a host saying that the server is down, they are not going to check every IP bound to the server, they are going to check the server itself. I'm not sure any host would have been able to figure out the problem right off.

I've had this happen with another provider and emailed them the exact problem, was able to get to the server but some nameservers weren't working due to IP, and it was taken care of. I'm not saying this is your fault, but I do think you should be a bit more understanding of what happened, and why there was a breakdown and delay in getting the situation resolved.

Originally posted by thebigH
<snip> and let all the visitors of this thread vote <snip>

I vote for no more Burstnet(TM)®© threads.

After reading all 3 1/2 pages of this and after being a supporter and a supportee I have this to say:

Both parties are at fault. First I'll start with thebigH. Why e-mail every single e-mail address with the same e-mail? Why!? That did absolutely nothing but put Bust.net further behind and mad at you. That was not called for and you just made matters worse. I realize they didn't reply to you and didn't solve your problem, but e-mailing them that many times? Come on.

Now on to Burst.net. Ignoring clients? Hmmm.

Originally posted by mahinder


:rolleyes:

ok. ok. So i am guest of honor to watch the show. ;) LOL . . . . .

Boy, Sean has problem with his temper and the way he talks in WHT

:rolleyes:

This is like an episode of Jerry Springer..

thebigH

Since your client and your company are losing great sums of money, did you ever care to call them up ? Or they ignore your calls as well ? I doubt your call would cost you $10 K. I would say abusing the hosts by emailing every single address you can find is not the way to solve problems. If I were you and every seconds and minutes, if we are losing money, I would call them every hour. If calls are too expensive, I am sure you can use those VOIP phones which cost little.


Burst

I would say ignoring your clients are not the problem. After all, they are paying for your service, you are just asking for chargebacks if you do not provide them the services you should have provided. By the way, did I miss out something ? He sent that email to you stating his domain name and that his site did not come up, did you care to copy and paste the URL and see if his site is up ?

By the way, did the client tell you that they are losing great deals of money and getting 25 emails in a short time does mean that the issues are urgent. Did you ever care to call the client up?


Chicken

Matt said before that if hosts are not providing good services, they are not allowed to post offers in the forum - I remember reading this in a thread where other WHT members were asking Matt as to why some hosts are not allowed to post offers and how he judges a host.

All of you can see Burst is bashing out at the clients when they themselves are partially at fault - based on Chicken earlier post on the email and 'actual' IPs post. Burst is one of the hosts here well known at bashing clients up on this forum whenever clients post bad experiences on them. And Burst will say the clients are posting just to make troubles and noises.



:angry: :angry: :angry:

No, he said

<< Our server "go4millions.com" is not coming up ... out IP is also not
resolving ... what the problem ?
Server down? please respond asap. >>>

...NOT that his site was down. To us that means he thinks his server is down and does not ping, not that a single domain does not work...

Besides, even if we did know a domain was down, we could not assist him anyways, since we were not supplied with the current root password.

Of course we are going to ignore 25+ emails about the same thing over and over again, when we never got more info back or a response when multiple employees responded to the original inquiries...especially when client starts to curse/get vulgar.
You would think the client would respond with "no it is not up" or something similar after we responde multiple times saying the "server is up, and nothing is wrong"...but no, he just sent us 25+ emails with no change to the content of his emails except to change the subject line to vulgarity. All we could do was ignore it, and wait for him to respond with real info. The real info on the problem. Client chose to post to WHT, rather than supply that real info to us directly.

Client never called for support, nor used ICQ/AIM either. $100,000 loss, ummmm yeah....right. A $1 loss is important to our clients, and we understand this, but stop making up un-truthful information about the situation please, or streching the truth. And no, te client did not say in any of his emails, that I saw, that he was loosing money, etc...just the same 3 lines over and over again...:

<< Our server "go4millions.com" is not coming up ... out IP is also not
resolving ... what the problem ?
Server down? please respond asap. >>>

Our typical responses were to the affect:

<<< Server has not been down. Also, the current root password for your server must have been changed and we do not have it on file. Please email us your root password so we can log into your server and see what the problem is.

Keith V
Support Dept >>>


Sean R.
BurstNET

Well, Burst, you reply to posts real fast. I am not stretching this from the real situation, just a fair view on the situation. But I totally oppose ignoring clients. I don't think client loses their temper the moment they have a problem. They lose their patience and temper when they are not getting the support they should get because they are paying. Ignoring emails mean you are not providing the support you should and have been paid for, I have a question for you. How do you handle chargeback if such clients whom you ignored file chargebacks ? Tell us here if you have secrets as to preventing chargebacks and at the same time ignoring clients.

<< But I totally oppose ignoring clients. >>

We also oppose such..and DO NOT ignore clients.
We DO ignore/not respond to emails/calls that are vulgar/expletive in nature. But that does not mean we are going to leave a server down if the client curses at us...but we will not correspond with a client until which time they calm down and act professional. Our staff does not deserve to be treated like such, and have standing instructions that anytime a client curses at them or is vulgar: state that until client calms down and acts professonal we cannot assist them further.

Please note that although this client did curse in the subject of his email, he wasn't bad enough for us to ignore/warn him. He did not go that far. He was not ignored....if anything the exact opposite occured...several staff members responded to him...This really is not the situation here...he was not being ignored due to his cursing, we jst didn't have proper info from him regarding the actual problem. We could do nothing without root password, and actual info on the problem he had.
As far as we knew no problem existed.

Sean R.
BurstNET

Is it a new way to advertise your services and the quality of your service? I'm not sure that is the good one. Several days ago Matt from Site5 answered to a customer in a way that anybody will love to be with Site5.

I've read every post in this thread...Burstnet, if thebigH WASN"T a client of yours , and something like this happened, you have my complete sympathy. But the fact he is a customer of yours. Furthermore, from this thread, I have to deduce that his problems dragged on for so long because of your lack of attention to it. When his site went down, it was in fact down. That should be enough regardless of the cause or situation for the vendor to give the client full attention in resolving the problem. Saying things like "oh because we didn't have root access" or "the client never gave us enough info" seemed just like excuses. Have you thought of proactively contacting the client to get this info (ie: phone)? This is not just a support issue, it's an emergency.

Our staff does not deserve to be treated like such,

Yes, I know that. But from your always losing temper and bashing on your clients, do your clients deserve such attitude from you when they are paying you for your services?


Regarding as to BUrst are not mind readers, are your clients mind readers where they can read your mind and know that you do not have sufficient info to solve the problem ? If they can read your mind, they need only send a single email with everything in complete.........or read your mind as to how they can solve the problems themselves .

Truly in this case, you are at fault. I don't see anywhere that you admit a slight negligence on your part. And you kept defending yourself. This is like you go stealing and got caught and said to the police ' I did not know stealing is illegal and is prohibited by law" .

Burst should hire me as their customer relations rep as the client can cuss me out for days and they will still see a smile from me :D

Everytime there is a post about BurstNet, people will jump in to say anything they want about burst, although they are not a client of Burst. Some people will blame Burst no matter what, and that bothers me just a little bit. Everytime I read a post about BurstNet, I will just waive my right to reply on such thread. I am not trying to take side, in fact I probably should not reply here at all ... Help me clarify myself ...

So, the client complaints that the server was down ... But is he pinging the right IP address? A quote from theBigH:


So you mean one should post his IP on WHT if he want support from Burst.net? I sent you an email with my domain name and user name .... was that not enough?????????


I just can't imagine how can you miss the simplest thing? Nobody asks you to post your IPs here! You try to ping your server from IP different than the one Burst gave you in your welcome message. Now, if you understand ... all server will have one main IP bounded to eth0, then any additional IPs will be bounded to eth0:0, eht0:1, etc ... Your main IP is .230, not .234 ... You should always use your main IP to ping/test your server, because your other IPs might become unbounded to eth0 but your server will still be up. But if somehow your main IP becomes unbounded to eth0, then you may have a big problem (CMIIW); you may not be able to connect to the server at all ... Now, was your server down the whole time? You contacted Burst telling them that your server is down (but you were no pinging your main IP)... Burst checked their monitoring software (using your main IP) and they can't see that the server was down, so they replied to you ... You still insist your server was down (without telling them which IP you used), and they insist your IP was not down ...

Now, from Burst's point of view ... Your server was still up, they wanted to check the server by logging into it. But you have changed the root password! When you contact Burst, you should tell them that you changed the root password and tell them the new root password! If not, then what could Burst do? One thing: Burst could take down your server, and boot in single user mode (if needed, they can also change your password), but then I would not do that if I were them: you may not appreciate what they do because doing so would really make the server to go down but your server was up according to their monitoring software. The point is: without knowing the root password nor knowing the IP you were complaining about, what do you think Burst should do?

Another thing that I am a bit bothered with ... If you really are serious with the biz and have a $xxxxx worth of biz, then don't you think rackspace with its higher uptime guaranteed and guaranteed managed dedicated server would be a better choice for you?

Anyway, I will end my comment here ... People needs to know what the real porblem is without giving their immature judgement. And to Sean, I know you are pissed off a lot, not only by customers who complaint regarding your server but also with other people who just feel like to complaint about you ... But, you need to change the way you speak/the tone you are speaking. Just a friendly reminder ...

Cheers,
:beer:

To SWR in particular, and everybody else in general: I just don't get you ... you just like to jump in giving your comment although it's clear from your comments (while, most of them) you do not seem to give a thoughtfull judgement of the situation (just any comment, smillies, etc that will increase your post count basically). You just like to comments, no matter how irrelevant/unimportant/useless your comment to the situation is ...

Originally posted by dektong

Another thing that I am a bit bothered with ... If you really are serious with the biz and have a $xxxxx worth of biz, then don't you think rackspace with its higher uptime guaranteed and guaranteed managed dedicated server would be a better choice for you?



like what david has said, if you have a business that demands high availability, you need rethink your decisions, i'm not saying that BurstNET is not a good choice, in fact they are good and for our Cpanel equipped servers we use them.

take for example one of my father's business is an online stock/bonds stuff , do you think he hosts his server/s with us, heck no :D his servers are co-located in a highly secured, high availability, top dollar NOC with literally dedicated techs looking after his machines.

side note: I'm not saying we are not good, we are good too :) but ...... you know the rest ...

Originally posted by dektong
Everytime there is a post about BurstNet, people will jump in to say anything they want about burst, although they are not a client of Burst. Some people will blame Burst no matter what, and that bothers me just a little bit.

From what I see about this is this scenario plays itself over and over on here:
Someone has a problem with Burst support or lack of until they feel the only way to get their attention is by posting on here and immediately Sean responds back calling them a liar.

What bothers me is I don't think I have ever heard Sean apologize or admit he or Burst has ever been wrong about anything.

I don't have anything against Sean, and I know customers can be a pain but you really have to think before you react. Customers arent always right, but damn, their not always wrong!

Hello
On a related point:

It worries me that people can post comments about web hosting companies on the internet without having to give any evidence.

For example, every so often I do a search to see what web sites mention or link to us.

One of these web pages was highly critical of us, even though we are giving that person 10GB of free bandwidth per month on a $48 annual plan which normally comes with 1GB.
We have worked diligently to keep her happy and she has never communicated this disatisfaction to us.

One site was complaining about the bandwidth limit on one of our plans. The person is not a customer and never has been.
The limit is similar to what most other hosts are implementing and its clearly stated on all our pages etc.

One site complaining about a domain registration problem which the user knows was at the registry end (it was a .nu domain and we paid the $10 name server change fee and didn't bill her for it).

There are several other examples, but all of them have something in common.

**the people making these comments are people we have bent over backwards to help, and none of them have given us any indication of this apparent disatisfaction**

At the same time I can't find a single favourable comment even though we have 4000 current customers.

I started a live testimonials page and got one complaint from a customer that his three domains were down.
This was not a good idea as the comments were up for hours before I noticed them.
He had paid with a stolen credit card - so what does he expect!

Isn't this business fun.

Gordon

What bothers me is I don't think I have ever heard Sean apologize or admit he or Burst has ever been wrong about anything.

I agree on that. Well, there are some real posts which Burst himself do not deny on the problems with clients, but I have never read a post where Burst would apologise on any slight part of their negligence or fault. Has anyone read such a post before ? Please prove me wrong.



I don't have anything against Sean, and I know customers can be a pain but you really have to think before you react. Customers arent always right, but damn, their not always wrong!

Yes, from his posts, customers are always wrong and they are always right. Any problems due to inadequate information or misinterpretation, Burst would blame it on the clients. Do a search and see his 'excellent' attitude in servicing clients.

:mad: :mad: :mad: :angry: :angry: :angry: :D :D :D

like what david has said, if you have a business that demands high availability, you need rethink your decisions, i'm not saying that BurstNET is not a good choice, in fact they are good and for our Cpanel equipped servers we use them.

take for example one of my father's business is an online stock/bonds stuff , do you think he hosts his server/s with us, heck no his servers are co-located in a highly secured, high availability, top dollar NOC with literally dedicated techs looking after his machines


I think elijah gave the conclusion of this thread. We have our 8 clients hosted on Rackshack. A dedicated for each. This client has a network marketing company having thousands of members (mlm) so Rackshack asked us to shift the server because they were getting some Spam complaints.

The Spam policy of the company id very strict, but when you have 200,000 affiliates, you expect some complaints anyeway, (people running an affiliate program or hosting one must know it). So I decided to shift. Price was not a prob and I thought Burst.net was a company which could handle such clients but I was worng.

Now I have selected Verio, I am afraid if this is also a wrong decesion, please guide me here. If I have no money problem ... and I want a fully managed server with near to ZERO downtime, and a company which could work together to handle any Spam complaints etc ... (Just like Hotmail gets atleast 100,000 Spam complaints a day but it's never shut down by the provider, I think it's a stupid example) Where should I go ?

Ailjah ... where does your father hosts his servers?

Or should I stick with Verio now?

Some hosts to consider instead of Verio:

RackSpace - widely acclaimed host, great network. http://www.rackspace.com

RackMy - 100% uptime guarantee. http://www.rackmy.com

Regards
Matt

<< I agree on that. Well, there are some real posts which Burst himself do not deny on the problems with clients, but I
have never read a post where Burst would apologise on any slight part of their negligence or fault. Has anyone read
such a post before ? Please prove me wrong. >>




Search harder...you'll find quite a few posts where I specifically state "I have taken care of this problem for you" or "please contact me directly and I will be more than happy to assist you".

Just keep in mind that unfortunately WHT really isn't much more than a place for people to go to complain...so that is what you are going to find here the most. The Mods do try hard to keep the bashing out, but the really cannot weed our the false/garbage complaints/posts that should not have been made. If not for the fact that we pick up 3-5 new server sales a week from WHT, we probably wouldn't visit here at all. WHT actually is a VERY small % of the actual business/action out there in the hosting industry.
Judging a host by what goes on at WHT really isn't a way to make a final decision on your provider.
It is a good first source of info...but not the only way to base your decision. On the other hand, even if bad posts are made at WHT about a company, it really doesn't matter in the overall aspect of things...just look at *****...all the bad posts they have on WHT...do you think they really care? probably not...they pick up 99%+ of their business elsewhere..not WTH related. I know we ourselves are just about to make the move to advertising everywhere else, and WHT will be becoming a less important marketing tool for us as well. Of course, we would still like to remain an active participent, as it helps the hosting community as a whole...and no host likes to see complaints about them made.

As the one of the largest hosts frequenting this board, of course we will have the most complaints (although we don't lately), but turn it around and if only good things were allowed to be posted, BurstNET would also have the most compliments, as we are so much larger than the other hosts. I mean seriously, how can you compare one host getting 1-2 complaints here, while hosting a few hundred accounts, to BurstNET with less than .005% of our clients complaining...out of 25000+ hosted domains we have...Of course BurstNET will have more complaints than the other hosts.

What amuses me is the fact that all these newbie hosts can get away with murder...they just open up...have just a handful of clients, so they are capable of providing personal 1-on-1 support and babysitting, then they grow too fast...can't handle the support for there client's anymore, people start complaining, host gives some excuse, the public accepts it because they know he is a 1-2 man show and having growing pains...(If this was BurstNET, the public would rip us apart).
Then the host gets really too much to handle, support goes to hell, and people wonder how such happened. Two points made here....1) Public targets us for persectution, when in exact situation other companies would have nothing said about them. 2) BurstNET has been thru every situation possible in this industry, from starting as a reseller, to dedicated, to co-lo, to opening our own NOC...we have survived every level of growth pains and problems imaginable...(many due to our old provider, not our own flaws)...improving service levels every chance we get....and the public does not seem to realize this..they would rather complain about us, and go use an unproven new provider, that will not be around 6 months from now when they realize how much work running a hosting company really is. Hosting with BurstNET is a safer bet, because atleast you know we have experince dealing with so many client, actually make efforts to improve service every step we take, own our own facility, have competant tech/admin staff in-house and on-hand, and are still going to be in business 3 months from now.

My rant for the day :-)

Regards,
Sean R.
BurstNET

Originally posted by BurstNET

Just keep in mind that unfortunately WHT really isn't much more than a place for people to go to complain...

For Burst customers it has turned into a place to come and complain, for others it is a place to get information about various things and yet for others it is a place to get customers.

Sean, I'm sure you are a nice guy, but c'mon, there are a lot bigger hosts out there that we rarely hear about on here. And yes, anyone can come on here and trash a host but when there is a weekly pattern of the same complaint over and over I think it indicates a problem. And its not even so much the complaints, its how you handle them, you want to argue with and belittle anyone who is having a problem, thats what I see. I must admit it is entertaining at times. But its your company and you are free to handle them any way you want.

I was seriously considering moving my servers to Burst a few months ago, for all I know you could be a good company, but after seeing the way you handle customers on here and seeing your Better Business Bureau report I really couldnt ignore the warning signs. Just my opinion.

<< Better Business Bureau >>

We do not EVER respond to the BBB.
They are a FOR-PROFIT company, with NO GOVERNMENT authorization, who are biased at all times towards the client. They have no legal authority whatsoever. We will not waste our time dealing/responding to them, and prefer to sort matters out directly with the client. If matters cannot be sorted out directly with the client, then involving the BBB isn't going to get them resolved anyways...

NOTE: We have less than 10 complaints overall with the BBB, in all our years in business...all of which are listed as "NO RESPONSE" from BurstNET.
If they want to deem "NO RESPONSE:" as derogatory, that is their business...we didn't ask them to get involved in the first place.

As you can see we have no love for the BBB.
But that is a business decision on our end.
If they did have government mandates to deal with these situations, and were a entity with legal authority whasoever, rest assured BurstNET would respond to each and every inquiry sent to them.
However, at this time...they are not.

Sean R.
BurstNET

<< I'm sure you are a nice guy, but c'mon, there are a lot bigger hosts out there that we rarely hear about on here. >>

Actually, no there isn't....
I stated that BurstNET is one of the largest of the ACTIVE hosts on WHT.
Hosts larger than us do not waste their time coming around here...
The only larger appearances you see once in awhile may be Dialtone, but that is probably ust a sales.support guy, no one with any real authority or knowledge of what really going on with their company.
As one of the largest active members here...we are naturally have alot of comments both good and bad made about us...also especially considering the fact that we pick up much of our clients from WHT in the first place over the years...
Most large providers clients do not even know about this place...
Can you imagine if they did!
Then you would see some real complaints...(as we all know there are some real horrendous large providers in the industry...).

Sean R.
BurstNET

I have to agree about the BBB. While we have never had a complaint to the BBB concerning Internet Services, my experience comes from providing networking and computer services. There are just some customers that will never be happy and can never be fully satisfied. Although I am from the vein that you do whatever it takes to try and turn them in to an evangelist for your company. But with my current company and one that I worked for before, we NEVER repsonded to BBB complaints. It isn't worth the time because we knew the outcome EVERY single time. There are a consumer advocacy group. Your best bet as a consumer is to contact the local chamber of commerce.

Here's how I see this:

Client's server is down.
Client sends 25+ emails to BurstNET saying: "Our server abc.com is not coming up. Our IP is not resolving. What is the problem? IS the server down?"
3 days later client gets email saying server is up and running.
After posting in this forum he gets another email: Server isn’t down. You changed your root password so we don't have it. Please give us your root password so we can find the problem.
Client gives root password, and IP that is not working.
Turns out IPs are unbound.
Burst says if he had said IPs aren't working then they could have fixed the problem faster.
- Client mentioned this in their original email.
- Client didn't say the server was down, he asked if it WAS down.
- Shouldn't Burst have asked for the root password before this post on WHT?
- Poster should have given root password originally, if he changed it from what they had on file.
Client shows they said IP wasn't working.
Burst says they should have supplied the right IP and root password.
Client says they should have asked for these in a better time.
Burst says they stopped responding because the customer was rude and used bad language.
Burst again says they didn't have root password.
- Doesn't mention you didn't ask for it till 4 days after he couldn't reach his site.
- Not replying to someone who is mad and cursing is BAD company policy. It's like you are 5 and it's hurting your feelings, so you need to look passed that. OR at least tell them you won't respond until he calms down.
- Hopefully you wouldn't do the same if this happened again.
- You maybe have responded that the server was not down, but you didn't answer the rest of his email. and even responding that the server wasn't down took 3 days.
- The problem could have been fixed originally if he supplied the root password, but it shouldn't have taken four days to remind him you need it to fix his problems. Even if he gave root password, would it still have taken at least 3 days for a first reply possibly fixing the problem?
- Also seems you changed your story from NOT responding to clients that are using bad language, to saying you don't ignore them after quite a bit of bashing for saying that.

This is how I saw the whole thing.
Client should have given more information(correct IP/an IP, and root password), but it should not have taken 3 days for an original reply, and definitely not 4 days to tell them you need the root password.

Originally posted by BurstNET
Hosts larger than us do not waste their time coming around here...

Actually you are wrong, hosts bigger than you (much) waste their time coming here (what a nice way of putting it). Some of them don't post much, if at all, but they contact us from time to time about various things, not always bad.

WHT isn't the center of the web hosting world (not by a long shot), however it is getting known. Last month, over 700 people joined the forums, which ain't too bad. There are plenty of people who don't know about this forum, and plenty of business out there for everyone.

I said "ACTIVE" hosts.
If they don't "post much, or not at all" they are NOT ACTIVE.
Also, I said "one of the largest", I did not say the largest.
Compare us percantage-wise to all the hosts that come here, and we are definately one of the largest.

Sean R.
BurstNET

Originally posted by BurstNET
I said "ACTIVE" hosts.
If they don't "post much, or not at all" they are NOT ACTIVE.
Also, I said "one of the largest", I did not say the largest.
Compare us percantage-wise to all the hosts that come here, and we are definately one of the largest.

Sean R.
BurstNET

Who the hell cares? I mean, geez, arguing about who is the largest host on this board is not going to accomplish anything.™

Regards,

Jeff™™™™™™™™™™™™™™™™™™™™™™™™™™™
Plusweb™™™™™™™™™™™™™™™™™™™™™™™™™

Just kidding. Couldn't resist. :)

No one is arguing...just clarifying a statement that I made.

Sean R.
BurstNET

I do not know BurstNet or The BigH but I wanna tell you things form our view here in Europe.

Sometimes there are clients out there with complet no knowledge about serves. They rent a server and want to handle it like windows 98 or so. If they know this is not working then mostly the server is down or something else is not working (as with The BigH not reading a E-Mail and to discover the right IP....)!

These are kind of customers as The BigH where you can make watherver you want - nothing is right.

I guess doesn't matter where clients as The BigH will rent a server they will have problems or better saying make problems.

I do understand that customers want support but on the other hand YOU have to understand that hosting compaies like BurstNet not replay to rude emails when the customer act like human form 5000 b.c.

Sometimes we in the same positon as BurstNet and usually we offer these clients to get back form the contract because we do not have time nor the money to support NO problems.

77

I do understand that customers want support but on the other hand YOU have to understand that hosting compaies like BurstNet not replay to rude emails when the customer act like human form 5000 b.c.


Unfortunately some customers think that by being rude or mailbombing they will get their problem dealt with more quickly.
It doesn't work like that.

The practicalities are, if you receive 5 e-mails from different customers, ones which are nasty tend to go to the bottom of the pile.

Its human nature, and not an indictment of the company involved.

Gordon

Yes, that I mean.

For example. We had once a "nice" customer. He called us in the afternoon and used words as a**h**e and so on. After calming down he said is server is down and that he has sent up to 15 emails to us and he got no response. Now he is calling to check if we work. With him on the phone we check his problem but his server was up and we didn't get any email from him. He startet to yell at the phone and he used again this nice words. We tried to calm him down again but he got worse and more rude. Anyways we decided to stop this support call.

3 hours later we got his 15 email plus one more. From E-mail 1 to 5 he was kinda polite but beginning from 6 to 15 he was more then rude as on the phone. With his last email (no. 16) he told us that his provider was down and he could not get any server on the internet nor send out any emails.... Well he had just to check his outgoing folder to see that NO emails was send out.. But it is much easier to yell to your hosting provider...

77

Ok so you think asking the customer for his root pass isnt responding to him? If they ask for the root pass and he doesnt give it then it is HIS fault. Why should they call him? If he cant call them or answer their emails then it is HIS problem still. If he didnt get a reply why not check the support request page to see if they replied? I noticed that the emails are not sent sometimes when they reply. He should have checked this.. It cant all be Burst in the wrong. This guy was asked for more info (root pass) and did not supply it.

I do not know BurstNet or The BigH but I wanna tell you things form our view here in Europe.

Sometimes there are clients out there with complet no knowledge about serves. They rent a server and want to handle it like windows 98 or so. If they know this is not working then mostly the server is down or something else is not working (as with The BigH not reading a E-Mail and to discover the right IP....)!


I think it's raining there in EUROPE so u can't see clearly. Anyway, I can't expect anything better from a newbie.

Let's say I don't know anything about servers. I don't have to know anything about the servers because I am not a hosting company! I paid to BURST NET for MANAGED HOSTING...

And now listen ...

1. I don't have 200 web sites on my server, I had just one site ....

2. I sent an email with no reply for eight hours. ... I sent another email with no reply for another 5 hrs ... I sent 5 emails with no bad language and no reply for 2 days ..... Here thigs started getting HOT ... I sent 25 emails ... and a post on the WHT and I got a reply ... "Your server is working fine " .....

3. I had just one IP ... just one domain .. even a stupid person of support getting 50 emails from a customer would first try to open his web site if the cutomer has just one SINGLE BIG web site and no other web site with them.


Ok so you think asking the customer for his root pass isnt responding to him?

Venomx .... askink the customer for his root paswd is reponding to him ... but asking a cutomer for his root paswd after 4 days is not responding .... Please read the ENTIRE post again ....

If BURST NET can't answer emails .... only a fool could expect them to call the customers ..... I think the only reasons BURST.NET is getting clienst is their CPANEL .... and thats all ....
Cuz after seeing the rude attitude of SEAN in this forum and with his clients... his present clients must be afraid ..

I guess that one or two people who are always here to support BURST.NET have their servers (business) with them and they want to be in their good books so that their servers get special care ... "JUST A GUESS"


Unfortunately some customers think that by being rude or mailbombing they will get their problem dealt with more quickly.

Some customers might think this , but the case is different here .... I got rude after 2 days of NO RESPONSE ... but not that rude .... and to be honest if I got any responce from them ... I got it after getting rude not before ... Th responce time had nothing to do with getting rude ... It had nothing to do with getting rude ... It was just a lame excuse by BURST.NET just to extend this thread ... cuz history of WHT has shown that ... last post of every thread about BURST.NET must be from BURST.NET...

Having knowledge about servers and linux and IPs is not neccessary for a client getting MANAGED HOSTING ...


P.S
My objection is that I got no ... no means NO reply from BURST.NET for first 2 days ...... just forget about everything else .... is there any justification for those 2 days????

Before I type anything...I just want to mention, I'm no expert at web hosting, nor am I affiliated with Burst or The Big H.

Now, I've been looking at Burst for a couple of weeks now. I was going to sign up for a server with them next week. Those plans have come to a screeching halt!!!

I've seen several complaints/support issues posted in here by customers of Burst regarding the services they receive (or don't receive.)

All posts have been received by condescending replies by Sean. All posts have claimed that Burst takes too long to respond to e-mails. I believe that's a legitimate beef when their server is down, and expect a reply in about 24 hours. Three days later, their is no response from Burst, but as soon as BigH or anyone else posts a message in WHT, Sean is all over it. What is all that about? If Burst was doing what they're supposed to be doing, Sean wouldn't need to be in here trying to change public perception of Burst and their business practices. Quite frankly, Burst's business practices are downright despicable.

Chicken, you're right TheBigH should have included the correct IP and root password in his initial e-mail. But if that was the concern on Burst's part, shouldn't they have requested the IP and e-mail prior to seeing the thread in here? Since I'm not too familiar with the support provided by web hosting companies, I'm assuming it's common sense for the support people to ask the client for the root password, if they don't have it, but require it. If the client doesn't know he needs to provide the root password, and the support people don't request it, who is at fault here?

If you call 911...It's an emergency...you call back...and call back...and you start cussing..."Where the **** is the god **** ambulance...?" Do they hang up and re-route the ambulance to somewhere else, and let you die? I've never had to call for an ambulance, so I wouldn't know how it works...Can someone please shed some light on this matter.

Thanks

<<< My objection is that I got no ... no means NO reply from BURST.NET for first 2 days ...... just forget about everything else .... is there any justification for those 2 days???? >>>

We checked to see if the server was down after receiving the clients emails, which claimed "server down"...and it was not down.
We sent several emails saying that the server was not down. Client kept responding server down, server down, server down....same email with no changes except the subject line...no futher info whatsoever. At this point we thought the problem is on the client's end, or something else is wrong....but with no current root password on file, we could not log in to check. We waited some time to get this root password, then finally got in and fixed the problem with the IPs being unbound promptly.

Now it should be noted, from what one of our admins mentioned to me this morning, that this client as far as he knows called us via telephone last night with another problem, blaming us left and right, and after sometime diagnosing the problem, we found it to be his own mistake. Sure it is a managed server, and we are more than happy to help him out...but please don't automatically blame us just cause you don't know what you are doing or it is your own fault/error.

No matter what, I don't think we would ever be able to please this client even if we hired an sysadmin to work full time just for him.

Sean R.
BurstNET

<< I believe that's a legitimate beef when their server is down, and expect a reply in about 24 hours. >>>

Server WAS NOT DOWN!

<< Three days later, their is no response from Burst, but as soon as BigH or anyone else posts a message in WHT, Sean is all over it. >>

Not quite...the whole incident took three days..but not for aninitial response.

<< What is all that about? If Burst was doing what they're supposed to be doing, Sean wouldn't need to be in here trying to change public perception of Burst and their business practices. Quite frankly, Burst's business practices are downright despicable. >>

Another opinion of a non-client, with no first-hand knowledge whatsoever about our company!
My point exactly...



Sean R.
BurstNET

We sent several emails saying that the server was not down. Client kept responding server down, server down, server down....same email with no changes except the subject line...no futher info whatsoever.

Question is still there ....

What is the justification for 2 days of NO REPLY ...

I did not visit this thread for a few days and I see that everybody is still fighting.

As a customer of Burst I can share the support experience. Sometimes it takes awhile before getting a response and other times they are right there offering excellent support. They do things for you that are normally not included in the server price, free of charge. I do like that in a company ;)

Now, stop fighting you all and get back to work, improving the service you sell.

PS. Sean, stop the discussion and get back to what you do best... giving support. thebigH, work on your other server and don't worry about it anymore.

Originally posted by addaction
I did not visit this thread for a few days and I see that everybody is still fighting.

As a customer of Burst I can share the support experience. Sometimes it takes awhile before getting a response and other times they are right there offering excellent support. They do things for you that are normally not included in the server price, free of charge. I do like that in a company ;)

Now, stop fighting you all and get back to work, improving the service you sell.

PS. Sean, stop the discussion and get back to what you do best... giving support. thebigH, work on your other server and don't worry about it anymore.


...Agreed
I will say that my experiences with BN are similar, but a few notes from my end are that (so far) they do answer the phone if I have an urgent request and call them and besides a few incidents all tickets are answered. I've been there for about 3 months it seems to be getting better every week. Most of all though, as addaction stated, they have gone way above and beyond what is included in everyday services for me several times with moves and fixes and sometimes actions speak louder than words.

AH

I have to agree with:

Alareach

and

addaction


They have gone above and beyond the all of duty for me as well...

I see now many people are actually a happy customer of Burst. Yet, it always seem to me that everytime somebody post a positive feedback on Burst, nobody (I mean, the same people that never uses/deal with Burst directly and yet seems to love giving their opinios on Burst) seems to aware that such a post exists. But any bad feedback about Burst, these same people will jump onto the "ship of flame and shame", makes me sick of them.

Anyway, I am not sure what really was going on/happened between thebigH and Burst, and thus I refrain myself from making any judgement on this issue.

cheers,
:beer:

OK, enuough on this thread...it is going nowhere real fast :-)

Gotta get back to sifting thru resumes for new employees...

BurstNET is hiring 2-3 more admins in the next 3-4 weeks so we can "speed up" the ticket system response times...as that seems to be the actual biggest complaint about us lately...(not the actual support quality once received).

As you can see...BurstNET does care about the quality of our support...and are trying to constantly improve such...we don't just ignore such issues...


Regards,
Sean R.
BurstNET

Sounds GOOD :)

I'm not surprised at the wildly polar opinions of Burst.Net. They're a company of extremes. On the one side they have some good technicians who will go above and beyond to do a good job. Once in touch with them they are very responsive. The network runs, on the whole, smoothly, with fast speeds slightly let down by occassional router hiccups.

On the other hand making contact can be very challenging. At one stage when my server was down I couldn't get through on the phone (their PABX was down for a number of hours, and when I first got through on email they didn't even know it was done!), no answer on IM, and multi-hour wait on email. And it turned out that the server had been unplugged because the person that installed it hadn't properly communicated that it was up...

Following up on tickets is complex too. If you reply to an email that has been sent to you in regards to a ticket, but that ticket has been closed by Burst.Net in the meantime (they close tickets without you explicitly saying that the situation is resolved), then they don't get your message (although at least now you do get back a warning when this happens).

Following through on commitments is not too great either. To pick one example, in an earlier thread a couple of weeks back Sean said he would provide a remote reboot facility in the next 24 hours and contact dedicated host customers with the details. When I chased up by email a week ago he said a reboot form that paged an engineer to get manual reboot would be up in 24 hours, and a true remote reboot would be up in 2 weeks. The manual reboot form is still not in place.

Despite these troubles, I'm going to stick with Burst.Net for a few more months to see what happens. They've got the potential to become a very good host. Currently there is a lack of basic professionalism and thoroughness that lets down an offering backed by strong engineering skills. If Burst.Net can hire a strong project manager and operations manager they could harness their high quality infrastructure and technical skills to be truely excellent, IMHO.

Sean

What are you guys doing about phone support? I submitted a trouble ticket (my last 2 were closed without even being answered) and decided to call, called 3 times in regards to a cpanel issue I am having and the tech area just rings and rings

You guys are happy to take my $99 a month, but when it comes to support, there is none.

Well I have nothing but good things to say about BurstNet. They have been great since day one when I was a reseller of theirs now I ordered a dedicated server from them last night at around 10PM and at 6PM today my server was up and running. I always get them on the phone and when they don't pickup I get them on AIM, my guess is that the tech was on the other line when I called that time. Sean was really helpful in getting me a good price for the server and John was great in helping me get the server for me. Also every time that I spend long hour talking with the tech about any problems that I have they always answer my questions in a good way even if I ask the same question a million times. I think that BurstNet is the best company that I have used and I really thank all of them over there for their hard work and time.

Well, I'm locking this, proably should have been a few pages ago, but these threads just don't go right. If you have a problem, post it and let everyone know about it if you like (first contact support!) and I don't have a problem with hosts coming here and us knowing what happens, though I think it should be taken off the forum ASAP once contact *is made.

If you have a good thing to say, post that too.

But what seems to happen is:
1) Person has problem
2) Others post they have had a good experience (nothing to do with thread).
3) People get caught up in commenting on the posts themselves.

Let's track these a bit better.

Problems, similar problems, resolutions to problems, etc., one thread. Good experiences, another thread. If people ask for 'experiences with hostabcd, then both.