Aside from a few MySQL outages every so often I haven't had much to complain about gazzin. When I first signed on with tehm I got responses to my tickets in minutes, no more than an hour or 2.

Now when I enter URGENT tickets I wait over 24 hours for a response on average.

Anyone else noticing this trend?

Hi Georgemedia,

We have been answering most queries within 12 hours or less as of now. In our forum announcement it indicated that we are doing a whole office / staff restructure which may cause some delays this week. There after, on Friday morning we should resume operations.

All support ticket to this day are still being answered under 12 hours or less some even in minutes. Our team is still active however we took down livechat in the mean time. Currently our livechat is operating at 9am-5pm until Friday morning where we should be back at 24/7 operations on livechat.

Finally all queries are still being answered. If you can show me the ticket that needs my attention. I'll be glad to answer right away.

Ceartainly. Ticket # PNW-89009

As you can see it's been 24 hours since anyone so much as acknowledged my requests for an update.

I see your issue and will be forwarding this to one of our techs. It appears your database is very large which is why there has been delay. Dumping such large sql database will cause usual high loads. Therefore, these are pend until the night shift where the traffic is low.

I really apologize for your delay but it should be dumped sometime tonight.

P.S. Please post in our forum next time to get better response as we do not come here to give support to our clients.

OK but this is a prime example of the problem I've had...


You obviously didnt fully read and understand the ticket because had you done so you'd know the size issue was overcome and that it was a MySQL version issue.

I've had this problem with your techs as well trying to rush through things. I had a tech close a ticket and tell me my site was fine. Only problem was the only reason my site was fine was because I had switched DNS back to my server.....

I'll head to your support forums to continue this.

Thanks

Please update the ticket with the SQL verion you are using previously as 4.0 and 4.1 does not work. Therefore we may need to put you on one of our servers on 4.1 mysql or merely update the information.

The tech saw that the site ran fine therefore he believe one of us updated the information. Keep in mind there are more than 7 of us working at support desk / chat.

On this part it was mostly our fault for not asking you an update on the ticket and I will speak to william and the team in this regard.

Simply update the ticket with the require information I asked so we can get you running.

Good to hear from a rep from gazzin trying to help the customer resolve issues. Hopefully things will turn out ok after the ticket is taken care of.

Nope still not taken care of and I've posted 3 messages over the last 6 hours.

No contact
No updates

The saga continues from my earlier thread. http://www.webhostingtalk.com/showthread.php?s=&threadid=426555

Apparently unless you post something in public view they miss your request accidentally.

I tried to post in thier own support forums but you have to register as a client (PM the admin) then wait for them to give you access to support forums.

I did that 12 hours ago and they still haven't given me support forums access.

I posted my problem in the public forum (because no one was responding to me!!). They replied adn began working my ticket again but stated I need to post this in the correct forum adn deleted my thread.................

Well I would have if it didn't take over 12 hours to get access to the correct forum. I think I'll post on WHT from now on to avoid my posts getting deleted.

Ticket status for PNW-89009:

6 hours since last reply and counting.
No access to gazzin support forum for over 12 hours.
Ticket was listed as an urgent ticket but has been open since 17 July and has had perios of over 24 hours with no response after repeated requests for updates.

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In all fairness I should state that they did start working on the ticket and were responsive up until about 6 hours ago then it just stopped again. Problem is they used to respond to tickets in less than an hour. Now that I really need them and my site has been down for days they've started taking full a full day.

In all fairness I should state that they did start working on the ticket and were responsive up until about 6 hours ago then it just stopped again.

I hate to tell ya.

But a host who uses a site-layout used by http://www.macromedia.com

And only paying $6.95 for all that space..

In all fairness, you can't say you couldn't have expected this?

Ya get what you pay for (I hate saying it, and I'm sure people are tired of hearing it), but it's true.

ScreamingEaglePC,

The site layout was not based on macromedia as this layout has been used over 1 year so far. We did not base it on macromedia you can even check the source yourself.

Finally we answer all queries in a timely fashion. The complicated one will just merely take some time. For those you who dont know whats going on here is the breakdown since the client fail to mention his behalf.


1. Client came to us with an issue mysql dump

2. We did mysql dump as requested.

3. Client fail to mention the mysql version were different

4. Client told us dump using another file

5. We did the dump again however error came out due to unrecognize characters

6. We asked the client the version.

7. Finally we had William handle the ticket instead

8. The dump went half way through however there were again unrecognize characters

9. William ask him to get rid of the characters in the dump

10. Client came back sayin he has a new file

11. Tried the dump again.

12. Client replied with his remove of table

13. Finally at 453pm client is screaming at us and posting that he can not get his dump done

14. Willia replied and no response to the query, he also gave him command lines for the dump for himself.

In all fairness we had reply to queries in a timely fashion. There are GAPS in between where breaks are require and our techs will need to handle other issues.

As for ScreamingEaglePC statement well for 6.95 we offer most of our clients a 99.9% uptime. We can give you access to our monitor status to see for yourself on all the monitoring port. Therefore there is no need to judge as the success of Gazzin is not only for making profit as we have other subsidary doing this.

Last response you made today was at 1036am PST. Where you stated you will do the dump later and have it reuploaded to us.

Second response you made was 309pm PST where you stated the SSH dump DOES NOT WORK.

At 453pm PST time you stated it was getting ridiculous

At later time william came into the office and replied to your query at 455 pm PST.

All response were made appropriately when the designated tech were in the office. We did what we can by assisting you with the dump as well.

Threads merged as we really do not need multiple threads on the same topic.

Thanks Techmark.

And I want to state again I had no problem with their support AT ALL......... when they responded.

My problem is that this is an urgent ticket and the waits were getting longer and longer the closer we got to fixing the problem. Very frustrating.

So as clanosiris listed it above from their point of view let me show you mine:

- After several requests for an update and waiting 24 HOURS for a response to a ticket I had to post in a public forum (thanks WHT). After posting in WHT I got an answer and someone working on my ticket in minutes. Not to mention waiting 12 HOURS

- Today after posting what they requested in the ticket and requesting updates and waiting 6 HOURS I posted here on WHT and got a response in minutes.

See a pattern here? Can you blame me for posting knowing public seems to be the only way to get an answer once your ticket falls through the cracks?

Hi George,

It did not fall through the cracks as stated at 1036 am PST you were going to reupload it to us at a later time in two hours or so. William came back at 12pm PST no update, then at 1pm PST no update. At 3:06pm PST you updated us stating you receive an error or dump error. By this time William took his break and handled other issues at the office restruce which has been happening.

At close to 5 he came back to check and saw your update and replied. Thereafter, william saw your post and ask me to reply toyour query on a detail explaination.

Originally posted by clanosiris
ScreamingEaglePC,

The site layout was not based on macromedia as this layout has been used over 1 year so far. We did not base it on macromedia you can even check the source yourself.

Finally we answer all queries in a timely fashion. The complicated one will just merely take some time. For those you who dont know whats going on here is the breakdown since the client fail to mention his behalf.


1. Client came to us with an issue mysql dump

2. We did mysql dump as requested.

3. Client fail to mention the mysql version were different

4. Client told us dump using another file

5. We did the dump again however error came out due to unrecognize characters

6. We asked the client the version.

7. Finally we had William handle the ticket instead

8. The dump went half way through however there were again unrecognize characters

9. William ask him to get rid of the characters in the dump

10. Client came back sayin he has a new file

11. Tried the dump again.

12. Client replied with his remove of table

13. Finally at 453pm client is screaming at us and posting that he can not get his dump done

14. Willia replied and no response to the query, he also gave him command lines for the dump for himself.

In all fairness we had reply to queries in a timely fashion. There are GAPS in between where breaks are require and our techs will need to handle other issues.

As for ScreamingEaglePC statement well for 6.95 we offer most of our clients a 99.9% uptime. We can give you access to our monitor status to see for yourself on all the monitoring port. Therefore there is no need to judge as the success of Gazzin is not only for making profit as we have other subsidary doing this. Ok, my apologizes! I shouldn't have said that you based the site layout on macromedia..

None the less, you used the template that comes with a fresh installation of Dreamweaver and edited it tastefully, might I add :)

And ok, I shouldn't have jumped saying that $6.95 is a bad price. It's not a bad price, not bad enough to justify "you get what you pay for". IT should be more of a basis of looking at the plan to price ratio, and knowing there will be some problems atleast.. Because you have to load them servers pretty high (beyond the "everyone can safely use the space and bandwidth they paid for" warning bar) to justify server costs.. So, I guess people should figure that their services will bog down eventually.

I'm not saying you're a bad host, clanosiris, I respect your service, and your contribution here at WHT.

But all in all, Clients issue should have been handled a bit more timely with excrutiating attention to detail.

Hi ScreameaglePC,

Majority of our problem so far is not overload problem but rather than abuse. Since operating over 1 year now to this date for gazzin.com All problems are related to spammers, abuse, ddos, or scripts that go out of control, or now the popular one is bittorrent tracker. You can see these are resource extensive no only that but some reseller will do "free hosting" therefore you can see how bad it can diminish the quality of service when someone decides to sign up for free hosting and start distributing their adult files or mp3 files.

Once these are under control there is usually not a problem. We have gotten better at what we do compare to 1 year ago.

For some reason is WHT forwarding to Gazzin's tech support line or something? This more and more seems like Gazzin's tech support line then a public forum.