:angry:

An advice for anyone looking for reseller account with Reseller Zoom please keep away from RZ. There servers are having frequent outages from last ten days and they seems to keep on replacing harddisk and rebooting all the time.
This is the fixed reply I am getting from their support people.

The services was satisfactory till ten days back but now everyday there is server reboot and RAID sync and resources are not available for 1-4 hours. Every day they are replacing harddisk.

Most of all they are not intrested in moving the reseller account to some other stable server, might be they are having all crap servers that is why they are having this done.

Even tech people of RZ are not answering the request of moving account from Monroe server to some other server.

This is the worst problem reseller are facing from RZ.

Hopefully any one take care to answer here as on RZ reseller forum no one from techsupport are bothered to answer or explain the things.

Are your Good admins left the company?

God help RZ

They are not moving your account? What was their explanation as to why they would not be able to move you?

How did you contact us and request your account be moved to another server? We have moved every customer that contacted customer service and requested their accounts moved off of Monroe. The only reason anyone would say we cant move your account is if the server was down, in which case we couldn't move data we have no access to.

Please PM me the ticket #'s of your request to be moved and I'll look into it.

Sorry to hear about your bad experience, hopefully Mike will be able to help you with this issue and get everything resolved. Just remember, troubles can come knocking on anyone's door without any warnings. RZ is a reputable company, I am sure they would not overlook this sort of an issue.

Best of luck, keep us updated!

Hello Mike,

Thank you very much for deleting my thread " Monroe is down again ........ in a day" on RZ forum "general support". In that also, on every reply I have requested to move accounts to some other stable server. Even other effected reseller also keep requesting to move their account but didn't get a reply from RZ support on this issue.

This thread had more than 40 replies / concern / complaints of reseller suffering due to Monroe outages. These practice are not upto the reputation of RZ. I am very sad to see the thread deleted.

Given below are the contents of my requests as tickets to RZ support and their replies.

June 20-21 , 2006

Sent: Wednesday, June 21, 2006 1:11 PM
Subject: [resellerzoom #557682]: Website unreachable

>
> Hello,
>
> The server had gone for reboot to take up the new kernel. Please check below URL for all the details.
>
> http://forum.resellerzoom.com/showthread.php?p=12556#post12556
>
>
>
> Regards,
> Jay J
> Technical Support
>
> On Wed, 21 Jun 2006 02:18:52 -0500, mxxxxxxxxx@yahoo.com wrote:
>> Hello,
>>
>> This is not the way the outages should be happening,
>> Resellerzoom has a good
>> reputation on webhostingtalk.com that is why I signed
>> up with RZ.
>> Your Monroe is again down no webpages and no emails.
>> http://www.hyperspin.com/quicktest.php?xxxxxxxxxxxxxxxxxxxxxx
>>
>> I would highly appreciate if could you please transfer
>> my account to some
>> other Stable Server. Please confirm me Yes or No, if
>> Yes please do it ASAP.>> Otherwise I have to look for a new webhost and return
>> my webhosting fee for
>> this month as the problem of your server is going on
>> and on without any
>> solution.
>>
>> Regards
>> Pxxxxxxxx
>>
>> ----- Original Message -----
>> From: "Technical Support" <support@resellerzoom.com>
>> To: <mxxxxxxxxxx@yahoo.com>
>> Sent: Wednesday, June 21, 2006 1:54 AM
>> Subject: [resellerzoom #557682]: Website unreachable
>>
>>
>>> Hello,
>>>
>>> We deeply apologize for the delay involved. The
>> server is online and is
>>> running fine with the new kernel. All the domains
>> are accessible now.
>>> Please check the same from your end and do let us
>> know if you need any
>>> further assistance. We are always glad to help you.
>>>
>>> Regards,
>>> Vijoy AP
>>> Technical Support
>>>
>>> On Tue, 20 Jun 2006 11:25:48 -0500,
>> mxxxxxxxxxxt@yahoo.com wrote:
>>>> Hi,
>>>>
>>>> It's more than 12 hours past but the server is
>>>> still having outages and
>>>> behaving like flip flop. The website are up for few
>>>> min and again down for
>>>> long time. Please go through the url
>>>>
>> http://www.hyperspin.com/quicktest.php?xxxxxxxxxxxxxxxxxxxxxx
>>>>
>>>> Even my clients are complaining me about their
>>>> websites and email server down. If this won't resolve in few hours I am
>>>> afraid of losing some of my good clients.
>>>> Please resolve this ASAP and also update about the
>>>> current status of problem with server.


June 22- 28, 2006

From: "Technical Support" <support@resellerzoom.com>
To: <mxxxxxxxx@yahoo.com>
Sent: Thursday, June 22, 2006 4:20 AM
Subject: [resellerzoom #557682]: Website unreachable


> Hello,
>
> We are sorry for the delay in reply. The issue with the server has been sorted out. Please have a check now from your side and let us know if there is still issue.
>
> Regards,
> Neo P
> Technical Support
>
> On Wed, 21 Jun 2006 09:18:47 -0500, mxxxxxxxxx@yahoo.com wrote:
>> Now Monroe is again down
>>
>> Have a look:
>> The connection to the server has failed. Account:
>> 'WxxxxxH', Server:
>> 'mail.wxxxxxxhost.com', Protocol: POP3, Port: 110,
>> Secure(SSL): No,
>> Socket Error: 10061, Error Number: 0x800CCC0E



From: "Technical Support" <support@resellerzoom.com>
To: <mxxxxxxxxx@yahoo.com>
Sent: Tuesday, June 27, 2006 8:06 PM
Subject: [resellerzoom #564012]: Website restored with old data


> Hello,
>
> The machine had to be rebooted and it is currently syncing its RAID array which causes load issues. Everything will be back to normal once the sync completes. We are monitoring the machine.
>
> Kind regards,
> Vlad Georgiev
> Technical Support
>
> On Tue, 27 Jun 2006 07:58:23 -0500, mxxxxxxxx@yahoo.com wrote:
>> Hi,
>>
>> What is now?
>> The website and emails are down two times for hours
>> few minutes before.
>>
>> If the Monroe becomes a Junk server please dump this
>> and arrange for new
>> hardware. We can't wait and watch our business suffer
>> because of outages.
>>
>> Please advice me are you people are going to solve the
>> problem or I better look for new webhost?
>>
>> Looking for a fair advice.
>>
>> Thanks



From: "Technical Support" <support@resellerzoom.com>
To: <mxxxxxxx@yahoo.com>
Sent: Tuesday, June 27, 2006 10:44 PM
Subject: [resellerzoom #565721]: Email server is not reponding


> Hello,
>
> We are working on your mail issue. We shall get back you soon.
>
> Regards,
> Shijil Shah
> Technical Support
>
> On Tue, 27 Jun 2006 10:09:51 -0500, mxxxxxxxx@yahoo.com wrote:
>> Hi,
>>
>> The same answer I have received several times in last
>> few days.
>>
>> Why you have to Reboot the Monroe Server so many
>> times? Is it having a
>> software RAID.
>>
>> For your kind information email server is not
>> responding. Any reasons?
>>
>> Can't you transfer my reseller a/c to some other
>> stable server, Please do it.
>>
>>
>>
>>
>> Regards
>>
>> Pxxxxxxx

From: "Technical Support" <support@resellerzoom.com>
To: <mxxxxxxxxx@yahoo.com>
Sent: Wednesday, June 28, 2006 8:30 AM
Subject: [resellerzoom #565721]: Email server is not reponding


>
> Hello,
>
>
> Thank you very much for the time. Please could you check the server and let us know if you continue to have the trouble. Thank you.
>
>
>
>
> Warm Regards,
> Sumith S.
> Technical Support


Do I have to fill some form for the request of moving of my reseller account to some other stable server?

I will appreciate the comments on above question from anybody concerned.

I didn't like the lies !

I am sorry for the lengthy text of this reply, but this will give a clear picture of issues faced and resolutions received.

Thanks for reading.


Regards

Samcoder

I did not delete anything on the RZ forums. I asked you to PM me the ticket #'s for your support requests so that I could look into this issue for you. Copy and pasting only portions of the tickets you submitted only tells half the story. All of the e-mails you posted above are from the same ticket minus two key replies from our support staff.

your e-mail
Subject: Re: [resellerzoom #557682]: Website unreachable
To: Technical Support
From: @yahoo.com
Reply-To: @yahoo.com
Date: Wed, 21 Jun 2006 03:02:26 -0500

Hello,

Reboots !

Reboots !

Reboots !

My request - please move my reseller account to any
Stable Server ASAP.

I will highly appreciate your move.

supports reply
Subject: Website unreachable
From: @hostingzoom.com
Reply-To: @hostingzoom.com
Date: Wed, 21 Jun 2006 03:51:56 -0500



Hello,

The server is still unreachable and our NOC technicians are still working on it. We can't migrate your accounts anywhere as the box is cureently down.

I'm sorry about the recent inconveniences caused by this server problem.

We'll keep you updated about the server status. Please refer also to our forum for further updates:




Regards,
Sari Jay
Technical Support

your e-mail
Subject: Re: [resellerzoom #557682]: Website unreachable
To: Technical Support
From: @yahoo.com
Reply-To: @yahoo.com
Date: Wed, 21 Jun 2006 06:16:05 -0500

Hi,

But what about the backup of data on server don't you
have that with you?

My clients are going mad with the issue and now I
don't have any answer for
their questions.

Just help me out , please!

supports reply
Subject: Website unreachable
From: @hostingzoom.com
Reply-To: @hostingzoom.com
Date: Wed, 21 Jun 2006 07:59:00 -0500

Hello,

Our DC is working to re-install os on the server without data loss.
There is a restore in progress on spare from the backup drive of the server.
It will be up shortly.
Thank you for your cooperation.

---
Best Regards,
Alexander B.
Tech Support

The last reply in that ticket is from one week ago when a tech replied back that the server was online after a restore and you have not replied since. If you would like to move your account you simply need to contact customer service and request it.

I'm an RZ customer and am generally happy with the services.

However, I am concerned about one point in this thread

If it is true that MONROE has been having issues from the 21st (or earlier) up until the 28th (and ongoing?), then why wait for customers to request a move to other servers?

I've left hosting companies because I happen to be on a server that is unstable and/or overloaded for months on end. Offering the solution of moving to another server doesn't make much sense 'coz it always makes me ask: "If my hosting company can't seem to figure out the problem on ServerX and offers to move me on ServerY, isn't it that sooner or later, ServerY may exhibit the same symptons and it's the same thing all over again?"

Of course, this may not be the case for Monroe, but the great hosts are those that know how to fix things fast when it gets broken.

I hope RZ continues to learn from such issues and use it to move forward in keeping their good reputation.

I did not delete anything on the RZ forums. I asked you to PM me the ticket #'s for your support requests so that I could look into this issue for you. Copy and pasting only portions of the tickets you submitted only tells half the story. All of the e-mails you posted above are from the same ticket minus two key replies from our support staff.

The last reply in that ticket is from one week ago when a tech replied back that the server was online after a restore and you have not replied since. If you would like to move your account you simply need to contact customer service and request it.


I didn't mean that you are the person who deleted that thread but some one from RZ support has done that & this might be company policy?

The box was down on June 21, 2006 but what after that if you can see that deleted thread I and others are regularly requested for moving of accounts but none of the support people answered to any of request or tell us to get this done by creating a ticket.

Through support emails we are getting the same reply Monroe rebooted and RAID is syncing and they simply ignored my account move request of June 27 , 2006. Didn't they? I will appreciate your reply.

Now I am also going to create a ticket to request moving of my account to some other stable server (not Polk as Monroe and Polk are in bad condition as admitted by (hzKiet) your support in RZ forum) let us wait and see what reply, I will get from RZ support.

Even email server was not working the time I have started writing this reply. And this is happening every few hours.

I can post the siteuptime report of Monroe for last 10 days if you like, so that everybody will see the whole story.

Now my main concern is If you can transfer my account to some other stable server please do it.
Otherwise I was quite satisfied with RZ services from last 7-8 months before these frequent outages started nearly 10 days back. And it is past experience with RZ that is why I am still with RZ.

The request to move the account is placed through ticket no. [resellerzoom #566707]

I didn't mean that you are the person who deleted that thread but some one from RZ support has done that & this might be company policy?
We don't delete threads. It was probably merged with another thread instead. We did go through alot with the Monroe server including multiple disk swaps, memory swap, lots of intensive raid syncs, etc. I know the level of frustration everyone had to go through as we did also and glad that the issue is resolved and things are back to normal. 100% SLA credit will be issued to all who request it.

Hi Kiet,

I do have a question that really bothers me. Assuming that Samcoder is correct about Monroe and Polk, I really am not comfortable with the solution of offering to move customers to another "stable server"

My point has always been this: If Monroe and Polk have issues that RZ can't solve after 10 days, then what's to say that the same kind of stuff happens on the now "stable servers."

I can understand hardware failures, hacks, etc. But it's how fast a hosting company fixes it and how stable it becomes thereafter that matters.

I'm not complaining and am currently a happy RZ customer. But if the stories about Monroe are half true and I were on that server, I would have left RZ myself.

I can accept complete downtime of 2 to 4 hours if it happens once in 6 months (but that's not even good), or even 24 hours things get really tough (on a rare occassion). But if after that 24-hour or 4-hour downtime, the next 10 days is a series of 1 or 2 hours disruptions in operation, then a problem that occurred was not properly solved.

We rely on your expertise for stable and reliable hosting. That's why we choose RZ. We trust that you know better than the rest and hopefully, these are more exceptions than the rule. And that with every negative situation like this, you learn something so that it doesn't repeat itself in the future.

one19,

We don't make the offer of moving servers as a solution; from reading this thread the OP requested to move. The server also did not have issues for 10 days straight as the OP mentioned. You can check the Monroe server forum if you have access for more details.

We've put in a new PSU, RAM, multiple drives and during that time there were many raid initializations which causes the server load to spike due to the heavy IO for sometimes hours. The server is stable and performing normally now.

Thanks Kiet! I'll check out the RZ forums. And I appreciate your taking time out to post on WHT. I do understand that this may not be the proper channel all the time but when I see threads like "Keep away from Reseller Zoom", I do keep watch.

Though I have my share of criticisms, I'd like to think they are constructive and I always make an effort to be as objective as possible.

I signed up for a BudgetReseller last Oct and an AdvancedReseller just a couple of days back.

So far, I only have praises for RZ. It's not to say I've not had any server issues (I'd had problems with my BudgetReseller) but each time, the matter was resolved quickly and support staff are generally responsive.

Keep up the good work! Despite the tons and tons of choices, it's not so easy to find a good host.

I'm on a Advanced Reseller account, and I must say it's been great. Support, as well has been wonderful. My server has had 99.98% uptime the last two months too! :D

I read the Monroe server forum and I must say it was a tough one!

One important thing is that I don't think anything was deleted at all. There was a lot of negative comments and everything was in line. Ultimately, if anything was deleted, it probably should have been (probably was against forum rules).

In any case, I don't know what I would have done if I were on Monroe. The server going up and down > 24 hours is a very difficult situation.

I'm sure RZ learns from this: better diagnostics, more reliable hardware, etc.

By the way, Monroe and Polk are both BudgetReseller Servers.

Oh yes, I forgot to say - I'm on Gray, And so far it seems to be working wonders.

I have been on one of their budgetservers for 1 1/2 years now and have no complaint at all. Support (when I needed it) has been swift and professional.

The only mayor problem that I experienced on the server (mexico) was that the motherboard failed and they put the harddrives in a spare-server. Downtime was acceptable and information good. So far I am still very happy with them.

Just wanted to add my experience with them.

But I can understand that the people on some servers that had a number of problems aren't too happy.

:peace:
Thanks Mike & Kiet.
Now the Monroe server seems to be performing all the services normally. Again thanks for keeping the option of moving my account to some other server if the need arise.
My apology if I hurt somebody by this thread.
You can understand the pressure I was having from my customers (they keep on calling from India & UK) and not getting any final statement from support about the Monroe server on those bad days. I can understand all this happened due to of intermittent failure of multiple hardware and multiple problem takes more time to resolve.
I never disagree that RZ support is very quick and supportive in resolution of any technical queries. Keep it UP! :usflag:

Good to know that you've settled this issue with RZ.

You did have valid points and tried your best to be as objective as possible. And RZ also made efforts to try and explain things anyway.

I'd like to believe that for every problem like Monroe, RZ learns something and uses the lesson to continue improving their services.