Greetings,

We have been looking for a dedicated provider to host one of our projects and stumbled upon Rack911. The owner seems to have a wonderful reputation here, so we contacted him a few months ago to get a quote.

We decided to proceed with it this month and contacted him again for an updated proposal. We sent him a number of eMails over the past couple of days with no response.

Any idea what might be going on? I just hope that their support isn't the same way as their sales.

By the way, if anyone can post their review or experience with Rack911, it would be greatly appreciated.

Boris

Steve has been very busy as far as I know. He will chime in here in a bit I suspect. ;)

Originally posted by hvoice-boris
Greetings,

We have been looking for a dedicated provider to host one of our projects and stumbled upon Rack911. The owner seems to have a wonderful reputation here, so we contacted him a few months ago to get a quote.

We decided to proceed with it this month and contacted him again for an updated proposal. We sent him a number of eMails over the past couple of days with no response.

Any idea what might be going on? I just hope that their support isn't the same way as their sales.

By the way, if anyone can post their review or experience with Rack911, it would be greatly appreciated.

Boris


Greetings Boris,

We have been busy updating redhat enterprise servers with the new updates, and fixing small issues that pop up from them. So we have been a little busy for presales. If you like, You can send me a pm or drop another email and I will get to it asap.

Also One more thing Steve one of your page doesnt work for me since i checked for few days.

http://www.rack911.com/dedicated.php

when you click dedicated from main menu on main page.If this is error please fix it.Since it just loads a blank page.

Originally posted by incript_services
Also One more thing Steve one of your page doesnt work for me since i checked for few days.

http://www.rack911.com/dedicated.php

when you click dedicated from main menu on main page.If this is error please fix it.Since it just loads a blank page.


We set it blank, as we are currently in the process of having our site redesigned and the servers were outdated on that page. If you look in the dedicated server offers there is an offer from Us.

Originally posted by hvoice-boris
We sent him a number of eMails over the past couple of days with no response.

On two separate occasions with two separate issues several months apart I've had emails seemingly ignored by rack911.com (after initially gaining contact and in one of the times agreeing a price and timescale).

Therefore, your experience doesn't surprise me.

Originally posted by Jim_UK
On two separate occasions with two separate issues several months apart I've had emails seemingly ignored by rack911.com (after initially gaining contact and in one of the times agreeing a price and timescale).

Therefore, your experience doesn't surprise me.

That is not true, you contacted a large number of administration companys regarding administration, we threw some emails back and forth and i asked for your aim which you were never on.

you contacted a large number of administration companys regarding administration,

And that has what exactly to do with this?

we threw some emails back and forth and i asked for your aim which you were never on.

Yes you sent a reply. I replied to this and didn't hear back from you. After my first experience with you I didn't follow it up because I knew it was probably a waste of time. I didn't realise that you only conducted business via AIM.

If you want to start getting into detail I'm still waiting for the freebsd firewall script you agreed to do in April after exchanging several emails with you. Upon you disappearing (last contact 7 May) I sent at least three more before giving up after no response to any.

Don't get me wrong, I'm not doubting your ability or reputation but it makes me wonder how you have such a good reputation when you treat prospective clients like this.

Originally posted by thelinuxguy
you contacted a large number of administration companys regarding administration

well i didnt get that too steve.A person could contact any number of companies before choosing a good service with good price.

Also if you have kept your dedicated page blank whats the use of keeping it.You can remove it for now.I mean you have great reputation.

Sorry if i am wrong anywhere.

Originally posted by incript_services


Also if you have kept your dedicated page blank whats the use of keeping it.You can remove it for now.I mean you have great reputation.

Sorry if i am wrong anywhere.

We are waiting for the new design before making new server plans.

steve, you once again made some experiments with your spamfilter? ;)

I think Steve is just going through some small growth problems. He is trying to keep current customers satisfied, and in his effort to do so, is lacking a bit with sales responses. I think eventually when all that is done and he's made a bit of money perhaps he can hire a dedicated salesman to bring more money to the company. But hey, better to be overbooked than underbooked :) He's doing a fine job with everything in my opinion.

Originally posted by thelinuxguy
We are waiting for the new design before making new server plans.

thanks for the update.Also you have already got very good design already but i know you would come up with much better design for sure.

Originally posted by thelinuxguy
Greetings Boris,

We have been busy updating redhat enterprise servers with the new updates, and fixing small issues that pop up from them. So we have been a little busy for presales. If you like, You can send me a pm or drop another email and I will get to it asap.

Steve,

My partner, Eugene, sent you a PM.

Looking forward to your prompt response.

Boris

Originally posted by Jim_UK
On two separate occasions with two separate issues several months apart I've had emails seemingly ignored by rack911.com (after initially gaining contact and in one of the times agreeing a price and timescale).

Therefore, your experience doesn't surprise me. Same issue here. I send a message and no reply for weeks, I send it again a bit ago and a reply in minutes, but, I didn't get anything answering my questions back.

I'll wait for a new site and better support methods before trying again.

same here ...

i send pre-sales email .... got reply twice ...

then ... didnt hear anything from him again.

Originally posted by swijaya0101
same here ...

i send pre-sales email .... got reply twice ...

then ... didnt hear anything from him again.

What? You asked if i accepted diners card, and i replied no i did not. Thats the last i herd from you.

I am not going to aruge with you guys, I admit presales has issues.

are you sure i am the one? this is the last email i sent to you

no offence ... i really would like to try your service ... so you'd better do something with your lost emails :)




how do i proceed from here?

--- sales@rack911.com wrote:
> Dont know off the top of my head for question 6.
> Payment is due after work is
> complete.
>
> Quoting Sofian WIJAYA <@yahoo.com>:
>
> > hi there,
> >
> > what is your paypal address?
> >
> > can you send me the url to paypal payment ...
> >
> > how about question 6? any idea how you are going
> to do
> > it?
> >
> > Thanks
> >
> > --- sales@rack911.com wrote:
> > > Greetings,
> > >
> > > 1.) paypal is prefered.
> > > 2.) You receive one after work is done.
> > > 3.) Sure
> > > 4.) There would be no problem.
> > > 5.) Yes that is possible.
> > >
> > > Thank you,
> > > Steve
> > >
> > > Quoting Sofian WIJAYA <@yahoo.com>:
> > >
> > > > Hi there,
> > > >
> > > > i am interested with your plan 2 security one
> time
> > > fee
> > > > and have the following questions:
> > > >
> > > > 1. how do i make payment?
> > > > 2. any help/manual on how to read the logs
> after
> > > > everything done and handed over to me?
> > > > 3. can i ask you questions even after the
> > > > installation?
> > > > 4. what about if i decide to get your monthly
> > > server
> > > > administration after the initial security
> setup?
> > > eg.
> > > > in 2-3 months ahead
> > > > 5. if i have a resync backup storage, will you
> > > help me
> > > > to set it up?
> > > > 6. will you help me to set a weekly backup to
> my
> > > 2nd
> > > > HDD? if yes, right now my mysql database is
> around
> > > > 5-6Gb ... what is the best way to perform a
> daily
> > > or
> > > > weekly backup to second HDD?

Okay i looked up the email and it was on 07/01/2004

Originally posted by swijaya0101
same here ...

i send pre-sales email .... got reply twice ...

then ... didnt hear anything from him again.

Hmmm... I've emailed him several times in the last few days, twice today and have had quick responses. He may just be a bit overloaded right now.

Sirius

Originally posted by sirius
Hmmm... I've emailed him several times in the last few days, twice today and have had quick responses. He may just be a bit overloaded right now.

Sirius


Your support, support gets priority.

Originally posted by thelinuxguy
Your support, support gets priority.

And I think that just about the best possible answer.

Steve

Originally posted by thelinuxguy
Your support, support gets priority.

Which we experience time after time, and appreciate, very much. :)

Sirius

Steve,

Out of curiosity - are you the only person running the show or do you have some assistance/employees/partner?

Boris

I've always been able to get in touch with Steve. I send an email to Sales@rack911.com to get on AIM, and he usually gets on after several short minutes.

For what its worth. If I was with a company and had to chose between good presales and good support I would want good support. If the reason why they are slower on sales is because they are taking care of customers then sign me up.

I don't want fluff up front. I want results. Particularly in the security field.

Hmm...I've always had quick, fast, and timely responses to any of my questions. Whether it be via E-mail, AIM, WHT pm or ticket support. Rack911 may be going through a growth spurt but who isn't right now? :stickout:

why everyone here is targetting steve.He is little busy this days and have been great before.So please allow him some time.

Originally posted by Azn_Chic
Hmm...I've always had quick, fast, and timely responses to any of my questions. Whether it be via E-mail, AIM, WHT pm or ticket support. Rack911 may be going through a growth spurt but who isn't right now? :stickout:

I suppose it depends whether you are prepared for this spurt, not everyone plans for a sudden upsurge and can easily get caught off guard.

Problems could start with presale and then reach support. Let's hope Rack911 keeps it up though. I'm 90% satisfied ;). It certainly is way better than bobcares...
In my experience when a problem can be solved right away or within hours, then it's all good, service is excellent. If it's a bigger problem, then sometimes it looks as if the ticket gets lost (can take several days to be solved).

Originally posted by incript_services
why everyone here is targetting steve.He is little busy this days and have been great before.So please allow him some time. yea thats not such a bad idea not to bug that man, what really matters are the quality of his work and relations to his customers and he can get a balanced day too of sleeping and normal time to himself

-gilbert

If i"m trying to pay someone some money, I'd expect support on both ends - sales and tech. Support is not just technical, that's weak to ask someone interested in purchasing to understand that they have no priority - their site should say that if that is the case, there is obviously more than one person with the same problem. Why you guys would keep going back to them is beyond me as well, if I don't get helped in a store, I'm moving on - my money is earned, I don't give it away.