Has anyone else been experiencing issues in relation to the answering times of rackshacks support ticket system?

Whats the longest ticket you have had?

Im fast approaching 24 hours on my DNS issue. My clients cant receive email from some providers because a PTR record needs to be set. My clients arnt happy and i am furious. I was in the chat all day today trying to discover when roughly this problem would be resolved but no luck.

Once again im not happy!

Fire an e-mail off to Mario or Greg, they respond quickly.

i go into rackshacks irc channel and there are at least 3 people asking questions like:

"My server has been down for 24 hours?"
"When can i get my root password?"
"is there network maintainance?"

It is only leading to bad PR for rackshack. I suppose thats up to them though? :confused:

Im not emailing Mario or Greg. Rackshack should get their supprt act together. Once my ticket is lodged i sholdnt have to continually ask when a resolution will be set nor should i have to email 'Mario' or 'Greg'... Whoever they are. :angry:

Once again, it is bad PR for rackshack.

So whats been your longest trouble ticket? with rackshack? any provider?

That is the one thing I have noticed DNS issues take ALOT longer than everything else. This is nothing new I have no clue why it takes this long but I can tell you I have never gotten PTR records setup in less than 24 hours.. Your best bet as said above might be to go into irc and talk to someone but you might get the good old "we dont handle that it was sent to the correct department"

Trouble tickets are very fast normally.

There DNS tickets are slow right now and they are aware of this - they have stopped doing ptrs requests for vanity hosts in an attempt to reduce dns tickets and i think things are speeding up again.

Also its not bad PR, any busy IRC room will always have people askingg questions like your example. there IRC room is an EXTRA support service and i think its top notch myself!

Remind yourself how much you are paying for the server next time you complain a ticket hasnt been answered same day.

All I have to say is that you get what you pay for. If you want service like that then you need to signup with RackSpace. RackShack is for people that actually know what they are doing and understand what it's when there is an issue. Also, if a support ticket goes unanswered for awhile I just give them a call and they take care of it right away.

It seems some people on here have a fear of contacting support via the proper mediums and find it easier to post bitchin about rackshack.

if you contact them correctly they are extremely fast. these are UNMANAGED servers.

I opened a ticket just last night, at 12:43AM for some IPs for a new server.

Had my IPs at 12:56AM 13 minutes later.

No problem there.

Honesty is something that I value when choosing any company for any service, and every occasion where RackShack have made a ****-up, they've responded without shifting the blame etc. The fact they don't edit or moderate in their forums/irc channels is a positive sign not a negative one in my opinion.

Plus you have to remember that i believe holiday started yesterday for them, so they are limited in staff I would imagine.

I called in this morning for support and they answered right away. It is a holiday!

Give them a call, and tell us what happened.

Sam