This is an email I sent out to fdcservers.net, unfortuantly petr who originally came back with a really good offer went back on what he said and the setup fee was just not for me, we are a non-profit website.


Hi, ive been a loyal rackshack customer for nearly a year now. This includes perfect ontime payment history. Until the past few days I have been happy with there service, despite multiple bad hardware supplys in the beginning.

My problem has been that I have freebsd installed on the server they supplied me and I need them to action approx 23 keystrokes but I get this stupid recorded message "We cant support this, do you want a restore".

Because of this disregard for customer satisfaction I am know pursuing other suppliers.

We run a non profit website on our server and host other friends websites with no charge, we get no income from the project, it is simply a hobbie thing.

Anyhows, im looking for someone to give me an equivalent setup of rackshack at a similar price.

As a whole your prices are somewhat cheaper than than rackshacks, however, I pay $129 a month currently and for this I get a compaq DL320 which has 512MB ram and a PIII 1GHZ. The setup fee was $1 at the time of the special pricing project.

I cant really afford to fork out a hefty setup fee, I can pay a little for the memory upgrades or what not, I need to keep the monlty payments at the highest the same. I would like the standard service also, so I am connected to the 100MB line.

My main concern over the hardware is the software installed, I require a vanilla install of FREEBSD, and I require a small guarentee that when small things like this crop up I can be rest assured that I can request small actions to be done on my server and they will be carried out.

The action that was actually requested was to instruct a technian via the console to type "unload" then "boot kernel.old" because I was recompiling the kernel which meant the server not to reboot again.

I look forward to your reply and hope we can come to an arrangement.

Oh yeah, what I need now is anyone who can offer me an equivalant spec/price as to what I am getting now so that I can move hosts.

the 400GB bandwidth is also a minimum as we have had points where we are scheduled to use more than that but have had to cut things down.

no companies can offer you anything here in this forum, you have to post in the hosting requests forum for that.

Chherz, ive posted a link to this thread in the other forum, I didnt realise that existed, it never used to when I visited here :P

You might try contacting headsurfer and see if he is willing to lose your $129 over 23 keystrokes.

Originally posted by dandanfirema
You might try contacting headsurfer and see if he is willing to lose your $129 over 23 keystrokes.

Im way ahead of you my friend, ive tried, two emails to two different addresses an no reply, but hey I didnt expect it, what considering Robert Pennington doesnt work there any more.

THe last trouble I had with rackshacks raq almost a year ago, I never got any response from headsurfer, but r.pennington sorted it out after a lengthy dispute.

Rackshack couldnt give a <cough> about me or my custom, despite having two servers with them and a perfect on time payment track record :-/

Likewise I am not bothered about rackshack, I will find a new provider, I dont care to hear any of there shabby excuses or attempts at consolation, the damage is done. I certainly dont want to have to go posting on forums just to get things sorted and find new deals.

HEres the email I sent them with no reply, I sent it to headsurfer@ev1.net and askmesurfer@rackshack.net.


Hi, im writing to you being the higher management with hope that you will be able to bring a resolution to my problem which will not include me loosing all my hard work that I have completed during my time with yourselves.

IVe run into a small incident where my server will no longer boot up, to resolve this incident I have made some very easy instructions for your technicians to carry out. It appears that you got your technians fresh out of Mc Donalds and they are incapable of completing 23 keystrokes, perhaps they have no hands ? (Stupid idea to employ people with no hands considering keyboards are involved) My personal beliefs is they have no brains and can only reproduce short fraises that are drummed into them at there Technical Support Training. (Hey they say only 33% of info told to people is absorbed perhaps if I ask them 3 times they may do it?)


Ill include the full contents of the trouble ticket so you can see exactly what I have requested and hopefully being a more broad minded person (hey thats why your managment rite?) might agree with my argument.

---------------------------------------

Problem Description: 7/19/02 2:05:49 AM
Rite, now im sick of hearing "we dont support this" ive been a paying customer for almost a year, I have two servers by yourselves which have never missed a payment. I think I deserve to be treated in a more reasonable manner.

My instructions to you below to action on my server are VERY simple, they require little or NO technical knowledge, they are far less time consuming than a restore, there is NO reason why you cannot action these instructions.

So get off your high horse and show a little customer service, not dribble that same old stupid loop message "we do not support this".

The instructions are set out below.

1. Firstly get to the Server at the Console Screen.

2. Look for any error messages and make a note, if there are some try powering off and on again so you get the 9 second count down(if you dont get it that is).

3. At the 9 second count down press the bar.

4. Type unload and press enter

5. Type boot /kernel.old and press enter

You can also try kernel.GENERIC if kernel.old wont boot. If the kernel wont boot, make a descriptive note of all the error messages and bring them back to me.





Admin Password: <balls>
Root Password: <balls>
Resolution Description:
7/19/02 2:24:36 AM
Dear Customer:

as you've been informed, we do not offer managed systems... so this is outside our scope of support. if you wish to have your server restored, please order it from the services section of rackshack.net

It appears that you got your technians fresh out of Mc Donalds and they are incapable of completing 23 keystrokes, perhaps they have no hands ? (Stupid idea to employ people with no hands considering keyboards are involved) My personal beliefs is they have no brains and can only reproduce short fraises that are drummed into them at there Technical Support Training. (Hey they say only 33% of info told to people is absorbed perhaps if I ask them 3 times they may do it?)

If I was one of Headsurfer's email reading interns, I'd have a hard time doing anything but hitting the delete button after reading this.

I'm not saying you're not justified for being angry at their lack of attention to a minor detail. But there is something called diplomacy that will carry you far in both personal matters and in the business world. Equally insulting the Headsurfer's employment abilities, as well as insulting the techs, who you want to do a favor for you, will get you no where.

If I were you, I'd try to be a little more polite.

I'll bet you $10 that after reading this...

So get off your high horse and show a little customer service...

...the tech, that Headsurfer hired "fresh out of Mc Donalds", didn't even bother to read the rest of the ticket.

Treat people as your equal, and they will serve you.

Brian

You should have already known that RackShack isn't going to do anything but reboot or restore your server, so I don't see why you're complaining. You get what you pay for. They won't deal with things on the personal level. If you want more personalized service, be willing to pay for it. If you can't afford it, then maybe you should find a more cost-effective hobby.

Belive me when I say this "im a nice guy really and hell I have tried".

I have a VERY short fuse for rackshack.

IVe been down this road before, to be honest I dont have the time of day for them, I dont know why I continued to be there customer, mabey its because whne things are working there pretty good and NOBODY out there can beat there prices, well they couldnt at the time.

Trust me mate I dont just send nasty emails without the need, I tried the nicey, nicey, pally, pally approach before.

ALSO I do NOT want favours from rackshack technians. I want a little bit of customer service which I as a customer am entitled too as I pay for it.

Nobody gets nothing for nothing in this world, neither do I want to befriend any rackshack technicians.

YEah, thanks for that, but dont waste my time, what do you think I am here doing other than looking for a host that can offer me a little support when things go wrong.

Man!

Originally posted by ToastyX
You should have already known that RackShack isn't going to do anything but reboot or restore your server, so I don't see why you're complaining. You get what you pay for. They won't deal with things on the personal level. If you want more personalized service, be willing to pay for it. If you can't afford it, then maybe you should find a more cost-effective hobby.

Just for the record, I didnt come here for interest from rackshack or to flame the company (apart from my reply to headsurfer but I hate it when people claim things they dont do).

The reason I came here is because I spent 5 hours or so last nite and several hours over the past few days looking for a good deal. Im sick of looking round so here sounded like a good place to pickup a decent host.

The things that have come out from rackshack above are results of peoples inquisitveness with regards to my ordeal.

I have better things to do than trawl forums, but to find a better deal it seems I am forced too :(

lol
welll this is no surprise
rackshack techs are like robots man
;\

You complain about wanting customer service from RS

ALSO I do NOT want favours from rackshack technians. I want a little bit of customer service which I as a customer am entitled too as I pay for it.

but you obviously failed to read their TOS and AUP. If you had bothered to read you would understand that for what you pay you don't get any customer service. And that is an agreement you sign up for.

While i won't dispute that the techs and others can be a bunch of monkeys sometimes, they are only trained to do what you pay for. And the only thing they will do for you, if you bugger up your system, is a restore. If you wanted customer service then you should have got a dedicated provider that gives you that. And maybe if you pull your hands out of your pockets and pay for it then you will get what you want. Until that day you won't get your customer support.

As I have always stood by this I will tell you: "What you pay for is what you get." And you chose the cheapest option, so you can't expect anything more than the most basic service. They even specify what that service is, and if you didn't like it, then you should have gone elsewhere.

Here are another couple of cheap providers:
www.serverbeach.com
www.fdcservers.net
But if you want a hands-on service then I would go with:
www.rackspace.com

Just my 2 cents.

James

Thanks again, FOR NOTHING. Another waste my time post when I think that there might actually be an offer here.

Did you bother to read any of the other thread? I quote this is the subject "Moving from rackshack, need new host" and now your quote "and if you didn't like it, then you should have gone elsewhere." and thast what I am doing, now dont bug me telling me what I should and shouldnt do, I dont want to hear it, not interested, so go away.

If you have a good offer to make on dedicated hosting lets here it, but until then thanks but no thanks.

Originally posted by frostie
You complain about wanting customer service from RS



but you obviously failed to read their TOS and AUP. If you had bothered to read you would understand that for what you pay you don't get any customer service. And that is an agreement you sign up for.

While i won't dispute that the techs and others can be a bunch of monkeys sometimes, they are only trained to do what you pay for. And the only thing they will do for you, if you bugger up your system, is a restore. If you wanted customer service then you should have got a dedicated provider that gives you that. And maybe if you pull your hands out of your pockets and pay for it then you will get what you want. Until that day you won't get your customer support.

As I have always stood by this I will tell you: "What you pay for is what you get." And you chose the cheapest option, so you can't expect anything more than the most basic service. They even specify what that service is, and if you didn't like it, then you should have gone elsewhere.

Here are another couple of cheap providers:
www.serverbeach.com
www.fdcservers.net
But if you want a hands-on service then I would go with:
www.rackspace.com

Just my 2 cents.

James

Oh yeah and as for your other yarda-yarda.

I didnt come here to complain about rackshack, I came to find another host who can better them in service/price.

Every last little thing that happens on my server is ENTIRLEY(as in whole, total) non profit, I dont see a bean for the money I spend on my server, its entirley a hobby thing of which I had a vast community of friendly people, this is why I pay money out of my pocket for it, but I cant afford to spend any more on this expensive hobbie.

AND NO, IM NOT GETTING ANOTHER HOBBY!

Hmmm... sorry for bumping in.
I've read your post with interest, and to be honest, the approach in the ticket and mail to HS would never work. Be fair : would you help after reading things like that ?

But one thing took my attention : you keep mentioning that this is a hobby server. Let's face it, there's no difference. The fact that it's not generating any income for you, does not mean that people need to provide you with cheaper deals or give you better service. Webhosting is a business, a market, and servers and connections *do* cost money... people need to make a living...
I need some laptops for my hobby, who can sell me some Compaqs at half the price ?

Not meant to bash you, but please keep this in mind.

Carl

How many more times today ?!?

a) Im not looking for charity, there is actually a bit on fdcservers.net that says contact us, let us know your situatin if your a student, yarda-yarda.

My original email was directed to fdcservers.net explaining my situation, im using it as reference here for anyone else to make an offer.

b) Its not the first contact with rackshack! I was very nice at first and a few times after, though I was quickly rialed.


Please no more, I cant take it!

COntact rastoma from myvirtualnet on this forum. I think he can give u same deal or comparable. Good part is that he basically goto colo everyday and can do many extra things for no charge and i found him best in customer support

Below is a fine example of what I was hoping to achive from this thread in the first place, everyone else TAKE NOTE!!!

Im a nice guy really :-/

Originally posted by quicksols
COntact rastoma from myvirtualnet on this forum. I think he can give u same deal or comparable. Good part is that he basically goto colo everyday and can do many extra things for no charge and i found him best in customer support

We have one of those "pot luck" server too. Work pretty good.

You might want to give it a week or two and start over...you know? Take a different approach. You probably scared off 20 offers. Don't get so defensive. :)

What I dont think anyone noticed here was he is running BSD so that means he must have got rid of Redhat and loaded BSD himself.. With that case I dont blame RS as everyone knows they will and DO NOT support anything that they dont offer. That would be like me calling up MS and bitching because my *nix is not loading and I want them to fix it.. I am not positive but I THINK if you were running the box as it was sold they would have no problem loading the old kernal for you at the command prompt..

a) I didnt load it myself, and I wont go into that.

b) You think they would huh? Come and tell me that when theres only a minor problem with your OS, whatever it may be and you have to loose all your data, ive been here before, nearly a year ago with cobalt(which was by rackshack)!

Rackshack technians only have one word programmed in, RESTORE!

Originally posted by OKIHost
What I dont think anyone noticed here was he is running BSD so that means he must have got rid of Redhat and loaded BSD himself.. With that case I dont blame RS as everyone knows they will and DO NOT support anything that they dont offer. That would be like me calling up MS and bitching because my *nix is not loading and I want them to fix it.. I am not positive but I THINK if you were running the box as it was sold they would have no problem loading the old kernal for you at the command prompt..

Pillhead, in honesty I think you are asking for a bit much. Maybe there is a way to earn from your site especially if you are getting that quantity of traffic? That way you will be able to afford the service you desire.


Pillhead, please be nice to others here specifically frostie who is the only person who has actually posted some URL's aka tried to help you. I understand all to well how stressfull moving servers is, but don't let that alter your humanity.

Well, I have found a supplier who out performs rackshack in many ways (from what they are offering and from what I have heard). They are cheaper, you get more for your buck(a hell of a lot more), promised support (practically managed solution) and remote APC reboots including more bandwidth.

Just thought id let you know that ;P

As for comments to others, I have not been "unnice" to anybody, I am well within my rights to counter attack accusations on my behalf, for every comment people have supplied about me and what they say I may be doing wrong, there is always an answer that practically invalidates there statement.


Thanks, but no thanks.

Originally posted by MartinK
Pillhead, in honesty I think you are asking for a bit much. Maybe there is a way to earn from your site especially if you are getting that quantity of traffic? That way you will be able to afford the service you desire.


Pillhead, please be nice to others here specifically frostie who is the only person who has actually posted some URL's aka tried to help you. I understand all to well how stressfull moving servers is, but don't let that alter your humanity.

Congratulations on finding a suitable host. Are you going to share who it is?

But of course, atrivo.com!

PillHead I understand your frustation m8, but try not to be rude to the people that try to help you out!

Just an advice m8!

BTW lets us know how it goes with atrivo :)

First indications of atrivo

su-2.05a# wget ftp://ftp.uu.net/uumap.tar.Z
--01:41:13-- ftp://ftp.uu.net/uumap.tar.Z
=> `uumap.tar.Z'
Resolving ftp.uu.net... done.
Connecting to ftp.uu.net[192.48.96.9]:21... connected.
Logging in as anonymous ... Logged in!
==> SYST ... done. ==> PWD ... done.
==> TYPE I ... done. ==> CWD not needed.
==> PORT ... done. ==> RETR uumap.tar.Z ... done.
Length: 8,520,221 (unauthoritative)

100%[====================================>] 8,520,221 651.26K/s ETA 00:00

01:41:30 (651.26 KB/s) - `uumap.tar.Z' saved [8520221]

su-2.05a#

i dont see any hosting services at their website?

Email emil@atrivo.com

THey dont advertise on there site yet, just a select few of the looky WHT readers(word of mouth sales) have servesr with them ;)

Just thought I would wet your lips with this :-

su-2.05a# wget ftp://ftp.isc.org/isc/bind9/9.2.1/bind-9.2.1.tar.gz
--10:25:53-- ftp://ftp.isc.org/isc/bind9/9.2.1/bind-9.2.1.tar.gz
=> `bind-9.2.1.tar.gz'
Resolving ftp.isc.org... done.
Connecting to ftp.isc.org[204.152.184.27]:21... connected.
Logging in as anonymous ... Logged in!
==> SYST ... done. ==> PWD ... done.
==> TYPE I ... done. ==> CWD /isc/bind9/9.2.1 ... done.
==> PORT ... done. ==> RETR bind-9.2.1.tar.gz ... done.
Length: 5,021,044 (unauthoritative)

100%[====================================>] 5,021,044 7.29M/s ETA 00:00

10:25:57 (7.29 MB/s) - `bind-9.2.1.tar.gz' saved [5021044]

su-2.05a#


And this :-

su-2.05a# wget www.verifast.net/uumap.tar.Z
--10:27:17-- http://www.verifast.net/uumap.tar.Z
=> `uumap.tar.Z.1'
Resolving www.verifast.net... done.
Connecting to www.verifast.net[66.28.252.8]:80... connected.
HTTP request sent, awaiting response... 200 OK
Length: 8,520,221 [application/x-tar]

100%[====================================>] 8,520,221 1.73M/s ETA 00:00

10:27:22 (1.73 MB/s) - `uumap.tar.Z.1' saved [8520221/8520221]

su-2.05a#

Originally posted by Pillhead
Just thought I would wet your lips with this :-

And this :-

su-2.05a# wget www.verifast.net/uumap.tar.Z
--10:27:17-- http://www.verifast.net/uumap.tar.Z
=> `uumap.tar.Z.1'
Resolving www.verifast.net... done.
Connecting to www.verifast.net[66.28.252.8]:80... connected.
HTTP request sent, awaiting response... 200 OK
Length: 8,520,221 [application/x-tar]

100%[====================================>] 8,520,221 1.73M/s ETA 00:00

10:27:22 (1.73 MB/s) - `uumap.tar.Z.1' saved [8520221/8520221]

su-2.05a#

verifast is on cogent
cogent to cogent
no surprise
;\

hehe
should i post speed tests from two nac servers
nac server to nac server
:D

Who is the bind website using ?

speed tests are as useless as me saying I have 21 t3's.

It ain't about the speed its about the reliability and support :)

you can say I downloaded uumap.tgz from uunet at 30 mb/s , does it matter?

if you paid less then you paid at rackshack, which you paid $99

don't expect any support for a dedicated server at that price :)

Well thats all a non-profit project can afford, but many testomonys (or however you spell it) of people from these forums in pv msgs sugges atrivo are good with support.

Plus they give me a remote boot thingy, so no need waiting there!


Originally posted by mrbling
speed tests are as useless as me saying I have 21 t3's.

It ain't about the speed its about the reliability and support :)

you can say I downloaded uumap.tgz from uunet at 30 mb/s , does it matter?

if you paid less then you paid at rackshack, which you paid $99

don't expect any support for a dedicated server at that price :)

well, i have to say RS even do not manage hardware problems now.Actually, when you buy their box, everything turns to be luck including hardware. you may see my another thread.
they do not refund for that cause they need 200 USD(setup+first month). That is the good way to earn moeny.

i emailed them no answer back yet! :) i wish to get a box there though