FMaz
01-08-2010, 12:15 AM
Hi there !
I'm with aplus.net for about 5 years. I only use them as my registar for 8 domains name.
Their panel is great, and offert a lot options. They also have a free chat support that is 24/7. That's really great.
But since they lauched their new pannel, it's like if their support team had new rules, and the support have really lowered from what was my experience at first. I think the company is getting a little to big, and the departements stopped to work like teams that help each other.
The technical support doesn't even know the workload of the DNS staff, they can't even make a request for you. They can only give you a number, or an email adress.
Ok enought opinions, here is my story:
I've a custom DNS server. The server itself work really well. But recently, I've moved to a new server, so I need to update the IP linked to this domain; the name server, but an IP, as it's for the domain who is used as a nameserver for the other domains.
The pannel doesn't allow to put IP adress. When you try to do so, it return an error saying that the name server is unknown / not found in their database.
... so officially, they only support "official name server".
But as I said, everything work well on the old server because 2 or 3 years ago, I contacted them and they updated the DNS record manually directly with the Online Chat.
So I was not supprised by the error message and tryed to do the same as I did. So I talked to "John O.". The really first thing he said was something near:
If you don't have a dedicated server with us, we can't help you.
So I insisted to say that it was for support about my domains, not my hosting. Then when I explained my situation he said that they did not offert support for BIND configuration.
So I insisted again that I didn't needed any support for my bind configuration, but only for them to update their DNS record... on their side.
He finally only gave me the dns@aplus.net email adress, and a phone number.
So I wroted to the email adress by the 01/03/10, and I still have no news, not even a ticket number or an automatic reply after 4 full business days.
So I must handle the cost of 2 dedicated hosting for an extra month because of the slow support as the propagation will also take an extra 72 hours.
Today I recontacted the online chat support, and talked to another guy who said that he has no way to make the change, contact the DNS guys, or tell me if they where busy or not.
I hope this situation will be fix, because in the past, I always have good & impressive support with them.
I'm with aplus.net for about 5 years. I only use them as my registar for 8 domains name.
Their panel is great, and offert a lot options. They also have a free chat support that is 24/7. That's really great.
But since they lauched their new pannel, it's like if their support team had new rules, and the support have really lowered from what was my experience at first. I think the company is getting a little to big, and the departements stopped to work like teams that help each other.
The technical support doesn't even know the workload of the DNS staff, they can't even make a request for you. They can only give you a number, or an email adress.
Ok enought opinions, here is my story:
I've a custom DNS server. The server itself work really well. But recently, I've moved to a new server, so I need to update the IP linked to this domain; the name server, but an IP, as it's for the domain who is used as a nameserver for the other domains.
The pannel doesn't allow to put IP adress. When you try to do so, it return an error saying that the name server is unknown / not found in their database.
... so officially, they only support "official name server".
But as I said, everything work well on the old server because 2 or 3 years ago, I contacted them and they updated the DNS record manually directly with the Online Chat.
So I was not supprised by the error message and tryed to do the same as I did. So I talked to "John O.". The really first thing he said was something near:
If you don't have a dedicated server with us, we can't help you.
So I insisted to say that it was for support about my domains, not my hosting. Then when I explained my situation he said that they did not offert support for BIND configuration.
So I insisted again that I didn't needed any support for my bind configuration, but only for them to update their DNS record... on their side.
He finally only gave me the dns@aplus.net email adress, and a phone number.
So I wroted to the email adress by the 01/03/10, and I still have no news, not even a ticket number or an automatic reply after 4 full business days.
So I must handle the cost of 2 dedicated hosting for an extra month because of the slow support as the propagation will also take an extra 72 hours.
Today I recontacted the online chat support, and talked to another guy who said that he has no way to make the change, contact the DNS guys, or tell me if they where busy or not.
I hope this situation will be fix, because in the past, I always have good & impressive support with them.