Hi,

I am James and i decided to get a Raq from Rack Shack ... but when i joined their chat room and asked a technical person about DNS. He said ... "you have to use our DNS on your servers". After that rediculous answer when i asked him some technical things about DNS ... he kicked me out from the channel without any reason. It has been reported that they kick their customer out of their channel if someone get difficult for them .... the NICK of the person was "TECH_SUP" and another person there was "Lindsay". Can someone in administration check the chat logs and tell why this happened?

Thanks God i did'nt pay them anything ... I suggest everyone to go to an expensive but polite host ... cuz its all abt ur respect and repute. and i think they have too many customers now to care abt anyone.

I use my own DNS. I think I know where the confusion is though. If you pointing your domains to ns1 and ns1.rackshack.net you have to manually add the domain on their website as well as the RaQ CP. If you run your own DNS, which you can but they just won't help, you only need to add a domain like normal.

I know this very well. The problem is not DNS, problem is attitude. They are now insulting the people in their chat room. And one of their administrator admitted that the person was wrong. He did not know much about DNS.

I am going to sue the person (not the company) for this insult.

Their support has always been nice except for two days ago. One of the answers in my support ticket was not very friendly (it's something you write when the customer doesn't see it but I did as it was a support ticket).

Let's just say he got a "minor" warning by threating their customers like that. The guy I talked with apologized to me as well.

I doubt they kicked you without reason.

Hi Tox,

I was just as surprised as you are when he kicked me with NO REASON, really NO REASON. I loved the chat support of the company when i went there for the first time .... but today i was really surprised. I think the person "TECH-SUP" must be the only black sheep in the company's support team, which they should remove asap.

Maybe it was the same guy that replied to me...

Have you contacted their support after this?

Yes... I have sent an email to their directoirs and VP.
I also talked to mege2 and she checked the logs and admitted that he was rude .... She said that she has forwarded the case to the authoritative person. Lets see what happens...:) But they have to get rid of that looser as soon as possible to keep their reputation high.

This is the e-mail I sent to HostHawk. I wish all to know how we feel about the incident

....
Sorry for the delay in responding again, but I have read the logs, talked to those involved and have now regained my composure!

They were ABSOLUTELY wrong in kicking you from the channel for your questions. For this I apologize immensely. The gentleman involved will be reprimanded and punished, but I will not publicize what that is as that is something that should only be between myself and the involved party.

To be honest, I also apologize for the quality of the answers that you received. The person normally assigned to be on that shift was sick that evening and obviously an adequate backup was not available. It will not happen again.

I cannot say that we will always be able to answer every question immediately in the chatroom as there are always some that will require more research. However, basic ones such as those you asked should be able to be answered. In addition, I do appeciate you helping out Lindsay as she is a good tech with a desire to learn more.

Just to inform you people that I am now rather impressed by the company, because VP has apologised himself for the incident. Now I am using the service and satisified with it.

Thank You!

this may be somewhat irrelevant, but back in late february, i somehow managed to a) get kicked a few times, and because my client automatically rejoined after being kicked, i also vaguely recall b) being /kill'ed. My crime? I'd left the client idling there.

My original motive was to see how they treat their and provide sales support for others. It's rare to be able to observe what kind of support is actually provided to customers and what type of problems are actually present, and it's naturally of interest as it is probably indicative of the experience to come for yourself. My nickname, etc, were in no way of a form that might have led to me being mistaken by another customer for rackshack support. Perhaps I was kicked because they didn't want me to see the support given to others? (but others on WHT have testified to great support from them) Who knows? <shrugs>

I never complained about what had happened there (and I can't remember who did it by now anyway). I eventually didn't go with rackshack. Not because of this incident, but because they couldn't provide one of the key features I required.

<ack. typo's and grammer edit>


[Edited by pyng on 04-07-2001 at 05:35 AM]

I would like any information on who not to move to. I'm sure everyone has their favorites so it may be easier to recommend. Is their anyone out there I need to be weary of?

Originally posted by mamihost
I would like any information on who not to move to. I'm sure everyone has their favorites so it may be easier to recommend. Is their anyone out there I need to be weary of?

On the top of my list: *****.com :D

cheers,
:beer:

The worst company I have ever dealt with is Communitech.net.

I had a serious issue with their company. They thought they were right and I felt I was right. The owner came on the phone and I had words with the owner of the company and he actually used several profane words to tell me what he thought of me. I never once used any profanity when dealing with him or anyone at his company. I held the high road and they lost my business. We now have 10 dedicated web servers, none of which are with Communitech.net. They suck, bad.

To top things off, after we left the company, they charged our business credit card 5 separate times for over $700. The charges were not authorized and my bank reversed the charges.

Avoid Communitech.net.

We're considering rackshack at the moment, and have used the chat room a few times. With questions ranging from ridiculously basic to beyond the tech's scope.

The rididculously basic were answered politely, after which we all took turns at slapping my forehead.

The harder ones were answered politely, after the tech had asked me to hold on a moment whilst they flashed away and and found out the answer.

So...they get 11 out of 10 for pre-sales support. Hopefully the same will apply to after-sales support.

gary