Ok,

Sitting here in probably our worse day in business in the last 24 months.

All our servers are sat here in the Uk. Our own hardware, our own network.

We had ONE windows server sat in theplanet.

Today it the OS crashed to the extent it couldnt be restored. Bear in mind it took ServerMatrix 5 hours to work this out, in between tickets. :mad:

So assessing the situation, I find out backup's not been running for two weeks. WONDERFUL. As much as you can check and plan and worry, something always goes wrong :(

So I ask the planet for a reinstallation. I want them to try the primary hard disk, then the secondary.

The primary having the most recent data on (today's). I'm 95% sure it's just the OS and not the HD that's corrupt. "Can you try mounting this drive, then if it fails our secondary". Can they hell. They refuse to do this as it's outside of their procedure. They asked me to pick one drive or the other, as the other they couldn't guarantee wouldnt be formatted.

Sorry, but here we have just over 30 servers running, and this would NOT be a problem. Is this what we call the big evil monster? I do not see a problem with a hard drive sitting there for 5 mins while the tech finds out if it is needed. We call it basic support. Yet they refuse to do it.

So...if this primary disk is corrupt, we have no backup. Before we were happy to leave this last remaining server at SM, just because it was running nicely.

Now I don't want anything to do with them. We're moving asap.

For the sake of 10 mins, I shall never ever recommend them again- the opposite.

Each response to a ticket takes 2 hours+. Phoning in is a joke. They can't do anything. It's 14 hours since our server crashed. Had this been one of our own we'd have restored it in a handful of hours. This ANNOYS me. Now we are coming on to 5 hours waiting for our server to be reinstalled. Apparantly they sometimes take 24-48 hours. This is TOTALLY unacceptable.

What is it with big companies, procedures, rules, and trying to wind customers up?

If you want a very good rep, which we prided on ourselves before today- do not bother with ServerMatrix. Owning our own hardware and facilities has proved to us, you can't rely on anyone but yourself

Yours irritated and fed up,

Olly.

Originally posted by [inx]Olly


Now I don't want anything to do with them. We're moving asap.



Goto www.haloserve.com and learn what true managed services are all about ...

Hey Cartika.

Thanks for the recommendation. However, our company actually has it's own hardware, network, techs and facilities. This was the sole server left from the 'old day's.

That sucks bad :(

Just curious, why did you have that 1 server there in the first place?

Hey Plead,

Well it was sat there doing no harm....

Although financially it would be better off for us to move it, we thought about the customers. It seemded better to leave it where it was for the time being (I'd planned before xmas).

Proves I was wrong...

Yea, I found that SM now a day support is extremely low, when I request a new server throught their orbit system, it takes more than 48hours also no respond from them :eek: , so I open a new ticket to request a new server and it was respond fast, but the previous ticket that I open still no respond, wondering what happen with them :confused:

Ok, when I get my server up, i requested additional 8ip's and it takes 24hours to add the ip for me, ok is fine. But after the day I get the ips, my client complaint to me that his ip's cannot ping at all and isn't verify in my server, reason: (I'm not sure but I think they took my ip away) and then i open a ticket regarding this, and they closed the ticket and send me this msg.

"This has been corrected and we apologize for the inconvenience. I have verified, that I can now ping that IP address."

:)

Did you pay ServerMatrix for this type of management? I mean, if you did not pay for it, why should you get it? I think SM does offer to do this if you pay $75/hr in increments of 30 minutes or something. That said, it's not a you get what you pay for thing, it's more of a you shouldn't expect that BECAUSE you did not pay for it. It's an opt-in thing, not opt-out ;)

Well, in short, you get what you pay for :D

It's almost always very easy to say "you get what you pay for", but I do agree with RaineTech; you shouldn't expect something if you did not pay for it.

Our experience with Server Matrix has been completely the opposite. Very helpful staff and decent turnaround on tickets. :)

That's a problem with these huge server farms - They don't do anything outside of their set "procedure". I've had a few harddrive failures and hacked servers at Nocster, and they've been very understanding. If the client wants another drive mounted to try and recover data, they'll do it. If a server gets hacked, Burst will try and clean the server up (as to put it back up without a reinstall), or keep the server online and only allow our IP address to access the server in order for us to clean it. I've never had a server at ServerMatrix or EV1, and don't intend to. I've dealt with 2 companies who colocate in ThePlanet, and it's a different world when you're dealing with a company who has a smaller client base, and actually seems to care about their customers.

Correct. They don't have to do anything. Like we don't have to answer our clients support tickets in a timely manner, do we?

They've just started the reinstallation. That's 26 hours after the original crash. Such timelapse isn't something we can afford in our industry.

Originally posted by [inx]Olly
They've just started the reinstallation. That's 26 hours after the original crash. Such timelapse isn't something we can afford in our industry. :eek2: :eek2: Yikes... That's not exactly focusing on their customers' needs, now is it?

The main problem here would be you not knowing if your backup was made.... I advise you spend a little more it admin. hours and check stuff from time to time. :)

I don't think another DIE company (at their price) would let you backup both drives.

The reinstallation was done after 23 hours in the end.

Joy :)

This sounds bad :(...i had my eyes on the 20Mbps server. :( :( :(

I must say that I was with SM for 8 months and was very happy, but I agree that with SM you lack the "personal" feel of a smaller business...I always had a good turnaround time on tickets, and if it was something that I did not want to wait on, I would just call and have them look at it while I was on hold. That always did the trick... Everybody seemed friendly, but I must agree, that these companies will not go out of their way like some of the smaller ones. But I am still happy about my experience at SM...

I am extremely happy with ServerMatrix, though I would have to agree that sometimes the tech guys on the phone just can't really do anything to help you. To get someone higher up and who can get something done, you always have to submit a ticket which takes longer.

[inx]Olly would you not be better to colocate with 30 servers to have more control and overall savings?

I'm confused, you're saying your own hardware sat there. Does this mean you're already colocating with The Planet/Server matrix?

Sorry Ramprage, I've mislead you.

Here in the UK we've all our servers and hardware co-lo'd in our own racks.

This server in SM is the last one we had that hadn't been swapped for our own hardware in the UK.

I would like to advise every body.

That when bad stuff happend you need to calm down and than take the best action and not call mad our be nasty it persons.

I'm really surprised no one is defending SM in this forum. Usually if someone says anything about Nocster/Burstnet, SM/TP, AngelNetworkz, or TomSyer everyone goes nuts and (certain) people start eating you up and defending the companies.


Also: Beware: "YourHost" will likely be here soon. :P

servermatrix...i agree their customer support is about a 4 out of 10.

Mine is a long story...lets cut to the chase. I had a server with SM for about 6 months then ran into problems after an upgrade. I submitted a ticket and it was closed even though the server was still offline. 11 hours later server still offline.

I called tech support....they were so rude that i just decided to cancel right away. They didn't want to even take my ticket number...giving a big gasp when i said "don't you need the ticket number"? Anyhow, i canceled and could not be happier.

SM = network not bad
SM = poor customer support

Originally posted by z280 Hosting
I'm really surprised no one is defending SM in this forum. Usually if someone says anything about Nocster/Burstnet, SM/TP, AngelNetworkz, or TomSyer everyone goes nuts and (certain) people start eating you up and defending the companies.


Also: Beware: "YourHost" will likely be here soon. :P It's normally just a handful of Resellers that 'go nuts' supporting the budget providers, after all their livelihood depends on how good the budget hosts are perceived to be.

On the other hand it's usually customers that have experienced first hand poor networks and support that make the negative remarks. Then there are always a few that have had no first hand experience and chose to support/defend providers for some unknown reason.

That is why doing your own research is so important, and not just for the past week but for the past year...

Quote pcsteve

SM = network not bad
SM = poor customer support


network not bad? are you on something ?

SM matrix network is one of the best in the mark. if not the best.

z280 Hosting
Also: Beware: "YourHost" will likely be here soon.

I don't waste my time defending SM/TP any more, if a client comes out here and post stuff it's clearly not tryng to solved the problem as there is always two side and more than one tech on SM :).

:)

I moved from servermatrix to Equinix. My time with them was passable but I never really asked them to do anything super-important. It's mostly unmanaged except for kernel upgrades and security patches pay more or accept it.

<< It's normally just a handful of Resellers that 'go nuts' supporting the budget providers, >>

Agreed. *Cough Cough Mainarea* (Watch... they might come to this thread and defend that they dont defend or something.)

Also, Budway.. I wasn't saying that you were defending SM... Just sharing a thought.


Pixel_fenix : Equinix would be a great choice. :D

As far as the cheap dedicated hosting companies go, I think that ServerMatrix offers pretty good support for the dollar.

Also, check out the Web Hosting Forum. We have this whole discussion going on the statement "You get what you pay for"

ServerMatrix's support is not THAT bad. I mean at least they do respond to each ticket within 1 hour every time. Often times faster. And there has not been 1 time where I called them and nobody answered. Someone answers every single time and i've called at least 25 times. With ServerMatrix you're getting cheap prices and a good network. To expect outstanding support is just crazy and you should pay more if you want this. We buy The Planet servers and then have them managed by us. It's cheaper for us because we do it with multiple servers, not just one. But for others, you could maybe look for a managed provider. As Joshua said, BurstNET is very good, you get good prices and outstanding support. However, their network is no where near the caliber of ServerMatrix's. It's all about what you want but to get it all you need to pay for it all.

I have my server managed by admins in Brazil. The cost is about %25 as much.

We have been with ServerMatrix for 2-3 months and have been impressed. Their network is excellent, and their tech support people have usually been very professional, helpful, and reliable. They're not perfect, and they do make mistakes, but they're probably one of the best in their price category. Comparing them with the company we were with before (name no names, but who seem to be having lots of problems recently) is like comparing night and day. It's all relative :)

I think size and infastructure is the main thing. It is not a bad idea to ask for good photos of a data center. Not just one photo of a row of servers because that may be all they have.

Originally posted by [inx]Olly
Ok,

Sitting here in probably our worse day in business in the last 24 months.

All our servers are sat here in the Uk. Our own hardware, our own network.

We had ONE windows server sat in theplanet.

Today it the OS crashed to the extent it couldnt be restored. Bear in mind it took ServerMatrix 5 hours to work this out, in between tickets. :mad:

So assessing the situation, I find out backup's not been running for two weeks. WONDERFUL. As much as you can check and plan and worry, something always goes wrong :(

So I ask the planet for a reinstallation. I want them to try the primary hard disk, then the secondary.

The primary having the most recent data on (today's). I'm 95% sure it's just the OS and not the HD that's corrupt. "Can you try mounting this drive, then if it fails our secondary". Can they hell. They refuse to do this as it's outside of their procedure. They asked me to pick one drive or the other, as the other they couldn't guarantee wouldnt be formatted.

Sorry, but here we have just over 30 servers running, and this would NOT be a problem. Is this what we call the big evil monster? I do not see a problem with a hard drive sitting there for 5 mins while the tech finds out if it is needed. We call it basic support. Yet they refuse to do it.

So...if this primary disk is corrupt, we have no backup. Before we were happy to leave this last remaining server at SM, just because it was running nicely.

Now I don't want anything to do with them. We're moving asap.

For the sake of 10 mins, I shall never ever recommend them again- the opposite.

Each response to a ticket takes 2 hours+. Phoning in is a joke. They can't do anything. It's 14 hours since our server crashed. Had this been one of our own we'd have restored it in a handful of hours. This ANNOYS me. Now we are coming on to 5 hours waiting for our server to be reinstalled. Apparantly they sometimes take 24-48 hours. This is TOTALLY unacceptable.

What is it with big companies, procedures, rules, and trying to wind customers up?

If you want a very good rep, which we prided on ourselves before today- do not bother with ServerMatrix. Owning our own hardware and facilities has proved to us, you can't rely on anyone but yourself

Yours irritated and fed up,

Olly.

SM is not that bad. you do get what you pay for. SM do charge you $75 if something need to get done by them. i just bought a server plan with them the Super Celeron deal. it've been a good expereince with SM so far and their price is really low with good network uptime.

Originally posted by BudWay
Quote pcsteve

SM = network not bad
SM = poor customer support


network not bad? are you on something ?

SM matrix network is one of the best in the mark. if not the best.


No i'm not on something. Their network is good, but if you can't support your clients, then what good is a network?

Just because a store has a good design..does not bring customers back everyday...it's customer service! End of story. :rolleyes: