Is it me?
Or do they not actually read trouble tickets.

Sent in 2 tickets about rdns requiring set up on two servers.
Note: this is clearly within their support remit as there is no way I can set up rDNS for their IP's.

Text of ticket included this


we require you to enable rDNS for this server so its main IP resolves to amber.srv2.com
We already have a corresponding DNS entry enabled.


First ticket got this response and was immediately closed:


Your domain srv2.com is not setup through internic to resolve to
rackshack servers.


Even though I had clearly stated that the domain was amber.srv2.com not srv2.com.




Second one got this response:


Duplicate ticket...closing...


I replied:


This was not a duplicate ticket as it referred to a different server.
Please set up rDNS so that 62.246.11.9 resolves to white.srv2.com
white.srv2.com DOES resolve to 62.246.11.9


To which they replied:


Which ip address do you want the domain to resolve to?


and closed the ticket


SO I replied:


OK
Lets start again.

You closed the ticket with:

>Which ip address do you want the domain to resolve to?

Because the ticket is closed I can't ammend the answer.
The answer was in the original message.

64.246.11.9 needs rDNS set up so it resolves to white.srv2.com

64.246.1.27 needs rDNS set up so it resolves to amber.srv2.com

It would have been much easier if you had read the original tickets which contained this information.



Is it me, or does anyone else think that someone is not reading the tickets correctly.

Gordon

Maybe a bot :)

Surprised they didn't wanna do an OS restore to fix the problem :D The other "canned answer to all your problems" haha

LOL !! :D
Yeah, maybe that's not such a bad thought. Their prices are so low that they don't have the money to invest in staff members. So they use 'support bots'. ;)

Well
I am glad to report that they now report that both changes have been made, but would it not have been simpler to read the contents of the tickets..........
It certainly would have been quicker.

I can't help thinking that these guys are on a bonus to close tickets.

It seems that you have to be very persistent and keep coming back at them in spite of their very annoying tendencies.



Gordon

[just edited this because of the apalling spelling.
This business has really messed me up. Its hard to nbbelieve I studdied classical greek at university. Now I can't even spell]

Well, you know the saying.... :rolleyes:

If you want to get trouble tickets done quickly, then you're more likely to miss things. I find it works best to keep things in the post simple, with all information in a easy layout, like your last ticket, leaving no room for misinterpretation.

I don't know if this will work with rackshack, but whenever i have trouble with a company, typically a supplier i just call them up and rag on them.... Usually, i'd say yell at them, but i mean often i really don't have to, the truth of the story sounds mean enough without any assistance, like the last batch of RAID controllers i got were specifically NON raid (imagine me trying not to laugh while telling some lady who only knew part numbers, not what the product was why i was sending them back, and the lady assuring me that they'll do the same thing, both controllers will accomodate up to 4 drives). Anyhow, maybe if you get someone on the phone, and are direct and polite about it (you can still be polite and pissed off mind you) you'll get somewhere.... just remember one thing, whatever you do, don't let them hang up on you, stay on hold, etc. do whatever it takes :)

Fortunately our main business does not rely on Rackshack.
I think I would have jumped out the window already if it did.

Gordon

Gordon,

rDNS is hardly the be all and end all !

I only wish we could offer IP domains.... :(

Cheers,

Maybe they hired some of Netsol's ex-employees


Note to viewers: offence is aimed at Netsol, and not RS :D

Thats bad news or good news for Netsol?

I'm sorry Netsol.....people..... :)

Jonny
A number of ISP's have started bouncing mail that comes from IP's without rdns.
AOL started last week and customers php mail functions became useless.

That was the reason for going through all our servers and setting up the rdns.

Gordon

Is this a poor attempt to beat spam? I wasn't actually aware of this, but it will answer one question we've come accross.

Time to speak to our providers...

Matt

Hello Matt
It started last week with a customer with clients unable to receive his newsletters.
When he contacted the ISP in question they checked and stated it was rejected because rdns was not enabled so we set it up for that server and it got through.

Then yesterday a customer complained that the php mail function was not working. After experimenting she was able to get mail to her hotmail account but not to her ISP or to AOL.

Apparently its the latest thing to block mail from dial up addresses.
However one of my dial up accounts has a static IP and RDNS (not common) but possible.

Gordon

Originally posted by GordonH
Jonny
A number of ISP's have started bouncing mail that comes from IP's without rdns.
AOL started last week and customers php mail functions became useless.

That was the reason for going through all our servers and setting up the rdns.

Gordon

Well bad luck to them....most ISP's have stopped this BS because of RIPE and ARIN guidelines....heck, even ARIN have now started asking hosts to stop giving out IPs unless totally necessary......

Cheers,

Originally posted by voxtreme-matt
Maybe they hired some of Netsol's ex-employees


Note to viewers: offence is aimed at Netsol, and not RS :D

LMFAO, i remember when sharpnet.net (sharpnet communications, a shellhosting provider) got hijacked thanks to the brilliant staff of network solutions. A competetor (apparently, not sure) called up netsol, and sent in a fax stating they wanted to change the password, and had lost it or something, and then they were asked to do one on company letterhead, so they promptly made some fake letterhead, sent it in, and BAM got the domain, and put sharpnet out of a webpage for about a month while it all got sorted out..... not the brightest people.

Their are two terms often used in industry with subtle but very key differences.

Quality Control and Quality Assurance.

Quality Control refers to methods, policies, and practices in place to provide good quality. As in this case, they have a ticket system. I'm sure it provides report of open tickets and average time to close as well as performance by technician. Likewise, I am sure they have guidelines about closing of tickets by the technician. In short, they probably have a reasonably good quality control system in place.

Quality Assurance is where they appear to have the problem as do many companies. This is the area of reviewing the quality program to insure it is accomplishing the required end result. In the case of support, it includes not only reviewing exception reports but in some form of systematic, random method reviewing actual tickets and following them through, reviewing actual customer histories, even randomly querying customers regarding their tickets. A good quality assurance program would catch this sort of ticket response (not all of them, but with a large enough sampling, would indicate a problem). Then the appropriate steps could be taken to correct the problem.

Yeah, that reminds me after i submitted a trouble ticket at Rackshack, I got emails every now and then saying "rebooting" and a few hours later I got another one saying "rebooting" and still a few hours later i got another email saying "rebooting"

Well baby reboot all you want i don't need the server anymore because it's unusable in the first place... reboot... reboot... reboot... reboot... i wonder if rebooting at Rackshack is being done by a human or a bot who has its middle finger positioned on the reboot switch all the time... GEEEZZZ!!!