Rite, now, I need advice, too see if I am in the right.

Ill refer to the company in question as companyX, as its not fair to allow this post to have any influence on peoples opinion on companyX

I recently purchased a Raq 4 from companyX, it was all going fine and dandy, ive had it for just over a month, and now one day, its broken, and the tech support says that the HDD has gone faulty, ive lost everything, they need to put in a new HDD and get me going again.

This was not acceptible to me, I requested that I be moved over to a different server type, I did this all by email. Im then told, after 4 days I have to phone them up to discuss, you know how much it costs to phone america from england?, I must have spent $10 just waiting to be answered !

Anyways, I phone them up, explain that im not happy that this happened in such a short period and that the RAQ was obviously not stable and could not put my hoped business venture in the uncapable hands of this RAQ.

There answer to this was, well youll have to go online, sign up again and pay the setup fees again. What?, so you dont care that youve lost all my data, which I stupidly didnt have backed up, yes sir, we can fix the problem. But no, I dont want to be put back on that server again, its already failed within a month, I shouldnt have to pay setup fees again.

My point is, that they basically dont care about customer service at all. I mean what is a setup fee, they are going to incur no cost for me to cancel one and get another, there will be no need for another setup fee, they can re-sell this raq, and charge someone else that setup fee, so at no cost to them are they prepared to honour my request. Go figure :-/

Anyways, am I speakin crap?, or am I write?, do you think I should be entitled to be moved to a new server, at no extra cost to myself?

I believe your right, although you should have had a backup they should be more willing to help you out in that situation.
I have a friend that got a raq 4 at company y and he erased the console so it locked him out. They put in a second hard drive, load os, and helped him move data over. They did not have to but were willing to help.

I say request your money back and search for another company. Do a little research here and find out who people like and dont like first.

Good luck,

Originally posted by Pillhead
. . . . . . . do you think I should be entitled to be moved to a new server, at no extra cost to myself? I think you should allow them to fix the harddrive.
But, they should also honor your request to be placed on a different server.
Not knowing which company you're talking about, I hesitate to guess at the terms of service you agreed to when purchasing the server.
All you can hope for, is a company to honor their listed TOS.

Thats a good point, check out the TOS

Yeah, thanks for the support :D

I know im not really asking much, thats the whole point, its no cost to them, surely they should feel some duty to the customer after the hardware they ahve supplied has caused so much bother, but obviously not. Im just hoping that the women I spoke to, after speakin to all her supervisors (after they come out of the meeting) brings me back some good news.

As for searching for another company, I searched these forums, and everyone says there the best, I know there prices are, but now im learning "you get what you pay for".

Setup costs are most commonly used for two things: help cover the cost of the server and to cover the time of a tech working on it to deliver it to the customer with the OS/Software installed as promised.

Dedicated servers are purchased for two main reasons: lower up-front costs and that the provider is responsible for _all_ hardware failures, including the costs to replace/repair such failures.

In my opinion, the provider should get you another server without any cost to you. If you choose a different kind of server, you should be expected to pay the difference in setup costs and that's it.

That's my take on it anyway. Every company is different.

I would say that maybe next time you will learn to make backups, your service provider should not be responsible for a backup of your files, esp. if they don't offer it in your deal.

2nd, it is not the Raq that failed here, it was the hard drive, blame the whole server over the hard drive being bad?

You know you can go buy brand new tires for your Ford and have them fail (firestone) so does that mean that the Ford is no good?

If you were worried about this I would request a different drive manufacture.

Well news flash, new info just in, it apparently wasnt a hard disk failure anymore. Some of the data got corrupted, this happened when I installed the Cobalt Approved Security update.

Also after arguing, they have decided that files can in fact be retrieved, even after I have many tickets which say, no sorry no data can be retrived. Also the hdd does not need replacing any more, as mentioned in previous emails and tickets :-/

Go figure.