PSM don't know how to upgrade Kernel

I have a ticket put on hold there for more than a WEEK. I even re-issue a new ticket to remind them. Answer is always "we are looking into it...etc" :uzi:

I guess it is pretty much "you get what you pay for then...?"

Server is CentOS 4.3 with Cpanel, pretty standard

I am certain that they do know how to upgrade the kernel mate ;) There is a few things to take into mind if you are an admin and are upgrading a kernel for someone.

As for the ticket being on hold i don't know, might be busy?

still no reply

I will see how long they are going to take
maybe more than 30 days to upgrade kernel?

Were you looking for anything special with the upgraded kernel? (custom modules or anything of the sort)

in the lattest ticket, I put

"just upgarde me to secure and stable version of kernel"

I wouldn't complain much since you need help with it, if they mess up its on them not you and you will most likely blame them and open a new thread about it.

Maybe there just plain busy.

They normally send you a notice for kernal upgrades that you have to agree to before they start your kernal upgrade. Did they send that to you?

Regards

IKillBill,

Kernel upgrades are not simple tasks, some go smoothly, some don't. Anyone that has ever upgraded a kernel would agree.

If it has been a week since it was requested, then we must have run into a problem with your upgrade. That doesn't mean we don't know how to upgrade kernel.

It's pretty absurd for you to make such a blanket statement that we don't know how to upgrade kernel after only 1 request on 1 server.

You could've simply contacted our 'Feedback' department to address your concern, that would've been the professional thing to do. I take great offense to the fact that you ran to the forums to complain at the first chance you get, this clearly shows the type of person you are. I don't know what your username is, but I know as a fact you did not contact our Feedback department, because there are no tickets to that department regarding a kernel upgrade problem within the past 2 weeks, so you made absolutely no attempt discuss your satisfaction with us directly.

If you asked for a status to our 'support' department, then a technician would've replied, not a quality assurance supervisor. It only makes sense that if you are not satisfied, that you should open a ticket to our Feedback department.

So if our support department said we're working on it, then rest assured that we are either researching it, testing in house, or debugging it. I don't know which ticket is yours, if you would like to PM me the ticket number, I'd be more than glad to see what is going on with it.

Thank you,
Ethan

Wow. that was certainly an unprofessional reply

IKillBill,

Kernel upgrades are not simple tasks, some go smoothly, some don't. Anyone that has ever upgraded a kernel would agree.

If it has been a week since it was requested, then we must have run into a problem with your upgrade. That doesn't mean we don't know how to upgrade kernel.

It's pretty absurd for you to make such a blanket statement that we don't know how to upgrade kernel after only 1 request on 1 server.

You could've simply contacted our 'Feedback' department to address your concern, that would've been the professional thing to do. I take great offense to the fact that you ran to the forums to complain at the first chance you get, this clearly shows the type of person you are. I don't know what your username is, but I know as a fact you did not contact our Feedback department, because there are no tickets to that department regarding a kernel upgrade problem within the past 2 weeks, so you made absolutely no attempt discuss your satisfaction with us directly.

If you asked for a status to our 'support' department, then a technician would've replied, not a quality assurance supervisor. It only makes sense that if you are not satisfied, that you should open a ticket to our Feedback department.

So if our support department said we're working on it, then rest assured that we are either researching it, testing in house, or debugging it. I don't know which ticket is yours, if you would like to PM me the ticket number, I'd be more than glad to see what is going on with it.

Thank you,
Ethan



Kernel upgrades are not simple tasks, some go smoothly, some don't. Anyone that has ever upgraded a kernel would agree.


If you do enough of them you should not have any problems, or keep up with changes in the kernel. For example the mpt drivers got split off etc.. causing lots of problems for people that did not know that. A kernel is a pretty simple task to most higher level (such as yourself) server administrators and one that has upgraded a kernel should agree.

Wow. that was certainly an unprofessional reply

Wow! after the initial poster, I think it was quite tame!

It came off to be a bit in bad taste as well. If I was the OP I would have contacted the support desk and not the feedback desk to ask for an update on my current work order. The feedback section would only have been contacted after everything was sorted out.

Problems most certainly do happen but a simple reply to the user's ticket with what the issue was and what they were doing to correct it (moving the kernel upgrade to a higher member in the company or something of the sort) would have saved this thread from being created.

Ethan all your replys on WHT are always very agressive and the majority of them attack the customer for petty reasons.

Do you honestly think 1 week for a kernel upgrade is acceptable? What problems did you have? Why wasn't the customer informed of those problems? I'd personally love to hear what excuse you have for taking 1 week to compile a kernel.

-Scott

I had bad experience with PSM about kernel upgrade also,my server can not boot after upgrade,they tried twice and i had to call DC twice to boot server with old working Kernel.Although they noticed me that it may fail but still feel disappointed

Wow! after the initial poster, I think it was quite tame!

Yeah I understand what you mean. But I'm looking at this from a business perspective. Customers are going to be pissed. That's a fact of life. IT happens. The way it's handled by the host is what matters. They should have plenty of experience handling issues and know better than to strike back like that.

It's not a big deal to me and I don't know anything about the company. Just noticed that post and thought I'd respond.

Ethan all your replys on WHT are always very agressive and the majority of them attack the customer for petty reasons.

Do you honestly think 1 week for a kernel upgrade is acceptable? What problems did you have? Why wasn't the customer informed of those problems? I'd personally love to hear what excuse you have for taking 1 week to compile a kernel.

-Scott


Aside from any technical issue for a moment, the original poster did not even have the courtesy to bring his feedback concern to us first. I don't think that is a petty reason for us to be upset, especially when they make such an outlandish blanket statement, like we don't know how to upgrade kernel, when they have only made 1 request.

Who would not be upset if their customer posted publicly about an issue before discussing with them first?

Now back to the technical issue, we do plenty of kernel upgrades every month, and most of them go smoothly, but a few don't, which we work on until we get it resolved. But we always inform the customer beforehand that there is a chance that the kernel upgrade may not go smoothly, just as a precautionary warning. I don't know anyone that does kernel upgrades regularly that never occasionally runs into problems. But as I said, I don't even know who the original poster is, he still has not opened a ticket to our feedback department, he still has not PM'd me his ticket number, he has not even replied back to this thread yet, and his screenname does not match any name in our system.

if I PMed you my ticket number, will it get resolved

point here is do I have to go back to WHT for this again in the future?

NOW you have my ticket number, TWO of them


thanks

The way to avoid from customer unsatisfaction is NOT to make customer expect something that could not be delivered properly.

If PSM claims that they don't do kernel upgrade, then many of us will still pay $29 for management. GOOD price

if I PMed you my ticket number, will it get resolved

point here is do I have to go back to WHT for this again in the future?

NOW you have my ticket number, TWO of them


thanks

Thank you, I am checking into them now and I will update them with a status shortly. You do not have to bash us on WHT to get a response, as I said, simply opening a ticket to our Feedback department would've notified a supervisor, that would've been appropriate and sufficient.

Now that we have the information to investigate this, I think this should be continued in private between us and the original poster, so there is no need for us to respond here any further.

Thank you,
Ethan

PSM is working on it

please MOD lock this thread

I will start a new thread FYI if needed

thanks

PSM is working on it

please MOD lock this thread

I will start a new thread FYI if needed

thanks

Just like i said, haha. :bawling:

I am glad that it's being looked into and hopefully the OP will be happy, but i'd love to know the reason it took a week with no update.

I compile kernels regularly and very rarely do I get problems, and the ones that do you just recompile... Not really sure what takes a week.

Anyway good luck IKillBill, PSM obviously offer a good service for the price.

-Scott

I compile kernels regularly and very rarely do I get problems, and the ones that do you just recompile... Not really sure what takes a week.


me to, if you know what you are doing there is rarely a problem.

Very Sad.. Good luck with the upgrade and keep us posted on the time frame.

IMHO; I think something @ PSM needs to change.. Either its Ethans Attitude on Attacking its customers for not getting their service done or the way "Quality Assurance Supervisors" are contacted..

Personally, If I had a SUPPORT issue, FEEDBACK is the LAST thing on my mind until the job was completed.. I think Supervisors should monitor / look over ALL Support Tickets to maintain a good Client-Support relationship and prompt answers / work..

but thats just me, just another consumer..

btw; I was looking into getting PSM but the way I've seen you represent yourself and talk to your clients has strayed me away... If I pay for a service, By Golly, I want that service fulfulled.

"You get what you pay for" - A service which costs $30/month isn't really going to substitude for the same type of service that costs $80/month.

Mini

My personal opinion is If you have some experience in managing servers and just need (some) help in managing them you'd go with PSM defenitly, otherwise, you should find another company who charges more.

"platinumn23", I tried them with a friend's server, and they are totally great till now, and all tickets opened by him were all resolved in a very good time.

PSM is working on it

please MOD lock this thread

I will start a new thread FYI if needed

thanks
Okie dokie, Good luck :)