About 2 days ago I ordered a cpanel license + installation for 90 dollars a month on my credit card from Site5.com, as they were listed on cpanel.net. Boy was that a mistake. 2 days later and theres NOTHING, not even a confirmation e-mail. All that I got was an autoresponder email when I emailed them 2 days ago asking when it would be installed. Site 5 doesnt even have a phone number to call, and when I tried to fax them a note, the fax machine wouldnt accept signal (just kept ringing)

So I decided to stop payment and go with VenturesOnline. I called them up (mind you, this is after the listed business hours on their page), and a really nice technical support person picked up the phone and walked me through the whole situation. And now its only 75.00 a month.

Summary :
site5.com = bad and unprofessional (no phone number, no emails, nothing)
venturesonline = good, fast answers, phone support, better prices

Sorry, you had trouble. I checked out site5.com awhile back. Don't they use pwebtech? If so, to me that's not good. Also, don't they use some Cogent bandwidth?

Originally posted by chrisb
Sorry, you had trouble. I checked out site5.com awhile back. Don't they use pwebtech? If so, to me that's not good. Also, don't they use some Cogent bandwidth? Yeah, they do use PWebTech; who is in the NAC.net center.

Originally posted by chrisb
Sorry, you had trouble. I checked out site5.com awhile back. Don't they use pwebtech? If so, to me that's not good. Also, don't they use some Cogent bandwidth?
You'd better check that one about them using Pwebtech. ;)

Cogent is also one of the providers that NAC uses. More information here - http://www.nac.net/networkmap.asp

Site5 does NOT currently use Pegasus Web Technologies. (pwebtech) They did in the past for on-site service of their equipment; however Site5's entire operation has been completely moved over to NACs network (not DCJN) and it's been this way for almost a year now.

Concerning your order for a cpanel license not being taken care of. Take this up with Site5 and not this board; furthermore you should also take this up with cpanel as ultimately they have say over who distributes their licenses.

It is Thanksgiving weekend and I highly doubt that most sales offices in large corporations have been open for the past two days. If you needed a cpanel license within 2 hours maybe you should have done a little more planning.

Useless posts that should have been resolved a 100 different other ways is irresponsible & malicious.

THIS IS OUTRIGHT TROLLING:

Sorry, you had trouble. I checked out site5.com awhile back. Don't they use pwebtech? If so, to me that's not good. Also, don't they use some Cogent bandwidth?

Even if true, it has absolutely nothing to do with this situation and is completely unnecessary.

Site5 is one of the class acts within our industry and these cheap shots on a board only reflect on the one making them. If you needed immediate setup of CPanel over a holiday period, you should have at least asked in advance if that was possible. By the way, what email address have you been sending to?

Originally posted by CipherVendor
Site5 does NOT currently use Pegasus Web Technologies. (pwebtech) They did in the past for on-site service of their equipment; however Site5's entire operation has been completely moved over to NACs network (not DCJN) and it's been this way for almost a year now.Well they still use NAC, but they did at first use PWebTEch. So yeah, my information is old, but are at NAC.

Originally posted by CipherVendor
Site5 does NOT currently use Pegasus Web Technologies. (pwebtech) They did in the past for on-site service of their equipment; however Site5's entire operation has been completely moved over to NACs network (not DCJN) and it's been this way for almost a year now.

Concerning your order for a cpanel license not being taken care of. Take this up with Site5 and not this board; furthermore you should also take this up with cpanel as ultimately they have say over who distributes their licenses.

It is Thanksgiving weekend and I highly doubt that most sales offices in large corporations have been open for the past two days. If you needed a cpanel license within 2 hours maybe you should have done a little more planning.

Useless posts that should have been resolved a 100 different other ways is irresponsible & malicious.

Is it just me or is this board a place to speak your mind about issues in the webhosting industry? That is clearly what I'm trying to do here. If you were posting about an unhappy experience that you had with a company, then I wouldnt be flaming you. Furthermore, I was not in requirement for an immediate set-up for a cpanel license, especially due to the fact that it was Thanksgiving Weekend. What I'm saying is that I would have appreciated a confirmation email at least. I think that waiting 48 hours for a response to an e-mail is long enough. And I was e-mailing the address listed on their site.

You are telling me to further contact Site5, and there is no other way for me to do this. I've tried through fax (they dont have it working I guess), they dont have a phone number and they dont answer my e-mails. What else do you expect me to do.

Think before you open your mouth next time.

--Fusion

quote:
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Sorry, you had trouble. I checked out site5.com awhile back. Don't they use pwebtech? If so, to me that's not good. Also, don't they use some Cogent bandwidth?
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Originally posted by lightnin
THIS IS OUTRIGHT TROLLING:


No, it isn't. Neither is it a cheap shot (see below).


Even if true, it has absolutely nothing to do with this situation and is completely unnecessary.

Yes it does. The thread was titled "unimpressed by site5.com" and I posted why I was unimpressed with them also. And just in case I was wrong, I politely asked the questions instead of declaring them as facts. So, now I know that site5 uses nac, not pwebtech; and that nac uses cogent. Thanks for the info.

So you never used them, but you incorrectly believed that they used pwebtech, therefore you decided they were unimpressive? So much so that you decided to interject your misguided findings into a totally unrelated issue?

Then you said 'don't they use some cogent bandwidth?' (second time you've done this now?)

Really, doesn't this say a heck of a lot more about you than it does them?

Notice I phrased everything as a question? It's always nice to weasel your way out of trolling by using punctuation, isn't it?

Is it just me or is this board a place to speak your mind about issues in the webhosting industry? That is clearly what I'm trying to do here.
Your post was clearly an intent to drive customers away from Site5 and over to VenturesOnline for cpanel licenses. Not to mention your smart *ss remark about the price difference.
If you were posting about an unhappy experience that you had with a company, then I wouldnt be flaming you.
You were bashing Site5, period.
Furthermore, I was not in requirement for an immediate set-up for a cpanel license, especially due to the fact that it was Thanksgiving Weekend. What I'm saying is that I would have appreciated a confirmation email at least. I think that waiting 48 hours for a response to an e-mail is long enough. And I was e-mailing the address listed on their site.
Like I had mentioned in my previous post, I'm sure their sales department has been closed for the past couple of days as I am sure they will be for the weekend as well. If you emailed sales@site5.com the auto-responder should say something about business hours & then take holidays into consideration.

I agree a confirmation of your order being placed would be nice, but not always necessary.
You are telling me to further contact Site5, and there is no other way for me to do this. I've tried through fax (they dont have it working I guess), they dont have a phone number and they dont answer my e-mails. What else do you expect me to do.
As you said in your first post, you called VenturesOnline and a technical support rep (not a sales rep) answered the telephone. I bet if you emailed shared or dedicated @site5.com you would receive a response within an hour.

If you looked a little harder I'm sure you could have found their corporate telephone number. 800.278.2057

Originally posted by Incognito
Site5 is one of the class acts within our industry and these cheap shots on a board only reflect on the one making them. If you needed immediate setup of CPanel over a holiday period, you should have at least asked in advance if that was possible. By the way, what email address have you been sending to?

It is not a cheap shot. How do you know they are a "class act"? How long did you host with them?

IMHO, a "class act" hosting company would respond in less than 2 days, holiday or not. You should know that there are no holidays in hosting. It's a 24/7/365 job. So, the guy has a legitimate complaint. Stop blaming this customer. It sounds like site5 are the ones who dropped the ball.

Originally posted by chrisb


It is not a cheap shot. How do you know they are a "class act"? How long did you host with them?

IMHO, a "class act" hosting company would respond in less than 2 days, holiday or not. You should know that there are no holidays in hosting. It's a 24/7/365 job. So, the guy has a legitimate complaint. Stop blaming this customer. It sounds like site5 are the ones who dropped the ball.

Thank you, for finally seeing what I've saying. And where on earth did you find site5's number? I looked all over the place. I'm not BASHING site 5, I am saying that they havent responded to emails (which I have sent to SHARED@site5.com). And there is a difference in price, how is that a smart @ss remark? I'm not some kind of advertising spam bot for VenturesOnline, just showing how I've had a positive experience with them, and how all of my support questions were answered within 5 minutes. They are truly a class act, unlike how you refer to site5 as being one. Obviously they didnt have a problem with giving me what I needed and not to mention having some courtesy and being nice about it.

Some people just have attitude problems, like you, CypherVendor

--Fusion

Hello,

Sorry about the disappointment you experiened. While some restructuring is going on in Site5, we're a little short on staff for sales requests, as support issues have priority. The holiday along with the sales hours didn't help contribute to the problem you experienced. Site5 is currently working to remedy this situation by seeking qualified sales staff members (A post about this was in the job offers forum recently).

As for Cogent, you can visit the following URL: http://www.nac.net/networkmap.asp and see what providers NAC uses. Site5 does not use Cogent primarily, and in fact, I've never witnessed any routes going through Cogent. It is one of a great number of providers (of about 15 or 18, I believe). We are not a Cogent provider, it is simply one of many additional providers for the best redudancy through NAC. This is a good thing. NAC is one of the leading providers out there. If you have any questions, please feel free to email us. Thank you.

Originally posted by CipherVendor
If you looked a little harder I'm sure you could have found their corporate telephone number. 800.268.3827

Funny how you post it, then you edit your post to delete it. I call it, and it says "your call cannot be completed as dialed" :stickout:

People like you make me sick. Wait, let me go edit my post now to tell everyone how it's a GIANT CONSPIRACY to get people to purchase CPanel licenses from Ventures Online instead of Site5. Things such as your post make me wish that these forums only allowed people with an I.Q. higher than a 5th grader's to post.

Quit being so ignorant.

--Fusion

Did you send your email to the right place. If not, that's a horse of a different color.

Maybe this is unusual and I am wrong because I really like Tim Greer, and think he is an OK person. Thanks for clarifying the issues, Tim.

<EDIT>
After checking site5.com's site, it looks like you sent it to the right address, and not a sales address. As good a person as Tim seems, he is not the only one at site5, and it sounds like their tech support did drop the ball.

What I don't understand is... if "support takes priority," as Tim states, then why was your question that was sent to the support address not answered in 2 days. IOW, what does that have to do with sales?

I am sorry, but thi sthread right here is a travesty. When a guy comes and complains about a little known company (sbyweb for example) everyone goes "OOOOOh how horrible, I am sorry to hear this. Chargeback, chargeback! Let's lynch them! Check out their WhoIS!!! Their address says 578 Plimouth Dr, when I know for a fact that the numbers stop at 577 and it is spelled with a "Y"! Thieves, lynch them off with their heads!"

Then someone comes along and DARES to complain about one of the known companies and of course people go like "You pathetic fu*k! How dare you criticize them. They are so well known, you should give them all your money and not complain at all, because they are so huge. Woe and behold the power of this host!!!!!"

It is Thanksgiving holidays blah blah. Well, fu*k, I had a problem at 2.30 am ON THAHNKSGIVINGDAY and the Dixiesys support helped immediately. Some people here make me sick!!!

Just another day at WHT. :D

Originally posted by Tim_Greer
Hello,
The holiday along with the sales hours didn't help contribute to the problem you experienced.

I don't understand that statement. Are you saying that "the holiday and sales hours" contributed to the problem?

I agree to disagree with you about having Cogent in the mix. :) No use rehashing Cogent again, though. There are enough threads about Cogent here for people to make up their minds.

Originally posted by chrisb
I agree to disagree with you about having Cogent in the mix. :) No use rehashing Cogent again, though. There are enough threads about Cogent here for people to make up their minds.
That's a NAC decision to include Cogent as one of their suppliers. I've NEVER seen Cogent in any trace of ours. :)

Originally posted by chrisb


I don't understand that statement. Are you saying that "the holiday and sales hours" contributed to the problem?

I agree to disagree with you about having Cogent in the mix. :) No use rehashing Cogent again, though. There are enough threads about Cogent here for people to make up their minds.

I stated we are looking for additional staff for the position of sales. The hours, as well as likely the holiday, and being we are looking for additional staff for that department currently, surely contributed. I do support and administration and not sales nor billing, so I can't elaborate on any exact details of those departments.

I looked in the support queue and didn't see a ticket that was sent to support. The problem is that without the license being billed and activated for us to see in the support department, we can't verify that the install is authorized, so it might have been moved to billing or sales depending upon the nature of the ticket.

As for Cogent, I stated that NAC has a line from them, in addition to about 15 or 18 other providers. I did not state that we used them. As for why NAC has them in any capacity, I can not say. I imagine that just for the sake of more redundancy. I'm not sure in what fashion the Cogent line is utilized, but I do not believe that any of our traffic goes through that particular provider and it is perhaps used at NAC in another capacity.

The exact details of that, I do not know, as I'm not a NAC employee. Thanks for your comments, I hope this clears up the situation a little bit. This was not to say that there's no blame for the lack of immediate response, but that support and sales are different departments. Overall, management would be the best department to contact and to respond to this post with the most accurate and exact information about this incident, so I'll end on that note. Thank you.

EDIT - Nevermind.

Hi Fusion,

I wasn't able to locate your ticket as you didn't mention a ticket ID number, nor did I see your name on the posts here. However, I responded to your ticket a few minutes ago and conversed with you a little, and made the obvious connection.

Just to confirm, we did receive that email at our 'shared' address about 26 hours ago asking about the process. A tech moved it to billing within 9 minutes of the email arriving, as it wasn't in the database (as explained earlier) and couldn't verify the order or install.

Again, sorry about the trouble. You are more than welcome to make a suggestion or submit your feedback to us. I don't foresee this as an issue in the future and this is certainly not a common occurrence, even with the hours that sales and billing are available and even before new staff is hired. Nonetheless, incidents such as this only help to improve service by modifying the protocols accordingly. Thank you for understanding.

After your explanation, I see now that you neither use cogent or pwebtech. Tim, again, thanks for addressing my concerns.

I don't know what all transpired with the other guy; but I will say that I was impressed by your professional forthright replies here, just as I have been with Matt's. Keep up the good work.

Originally posted by Aussie Bob
Just another day at WHT. :D

Very true :D
When will there be a best of 2002* compilation ?











I have now trademarked the best of 2002 concept and the rights can be purchased by e-mailing me :)

Originally posted by Carboran
I am sorry, but thi sthread right here is a travesty. When a guy comes and complains about a little known company (sbyweb for example) everyone goes "OOOOOh how horrible, I am sorry to hear this. Chargeback, chargeback! Let's lynch them! Check out their WhoIS!!! Their address says 578 Plimouth Dr, when I know for a fact that the numbers stop at 577 and it is spelled with a "Y"! Thieves, lynch them off with their heads!"


Very well put Carboran. I've been visting these forums over a year now and this is the very first time I've been motivated to reply. Some of the replies to this guy's post are just so ridiculous - a shocking attitude being displayed by more than one member.

Originally posted by fusion

Funny how you post it, then you edit your post to delete it. I call it, and it says "your call cannot be completed as dialed"

Typo last night and I couldn't be bothered to revisit Site5's page again before heading to bed--so I wiped it out. I've corrected it.

Originally posted by CipherVendor
Site5 does NOT currently use Pegasus Web Technologies. (pwebtech) They did in the past for on-site service of their equipment; however Site5's entire operation has been completely moved over to NACs network (not DCJN) and it's been this way for almost a year now.

Concerning your order for a cpanel license not being taken care of. Take this up with Site5 and not this board; furthermore you should also take this up with cpanel as ultimately they have say over who distributes their licenses.

It is Thanksgiving weekend and I highly doubt that most sales offices in large corporations have been open for the past two days. If you needed a cpanel license within 2 hours maybe you should have done a little more planning.

Useless posts that should have been resolved a 100 different other ways is irresponsible & malicious.

Mayhe this person was outside of the USA and didn't know it was thanksgiving weekend? Flaming posts are also useless mind you