Rackshack Horror Story - What should I do now?
On one of my sites, I have a file downloading service where users upload files and give downloads. It has gotten very popular in the last couple of months, and I bought one of those unmetered connections at Rackshack last month to keep up bandwidth.
Right from the start it was slower than it should have been, giving dl times of less than 1 KB/sec even. I waited a few days to see if it would work itself out, then I submitted a trouble ticket, and it took them 4 days to figure out they needed to replace a switch in their network and configure my NIC properly. Fine, they fixed it.
Perhaps a week later things started to slow again. Again I waited a few days, and again it stayed that way. I attributed it to a lack of RAM, so I added in another half gig. No change, so I submitted another similar trouble ticket.
4 days later, they decided to do something about it. Apparently they decided my site needed a server switch, so without prior warning they went to work. Now I quote from my trouble ticket: "unfortunatly, due to hardware issues the data on the drive has become too corupt to allow for booting up. server drive will require a swap to bring back online. will need customer authorization for restore"
I called 'em up to ask if it was true. Yep, they lost all my info. That's 65 gigs of users files "due to hardware issues." All my MySQL files are gone too - I had them backed up on the hard drive of the server (I know I should have had them here too, but I didn't). I now have to begin back where I started with 0 users and 0 files. All I have is the original web page.
Whats more, they took more than 2 days to bring my server back online, which they screwed up a second time, and I had to wait ANOTHER day for them to do a 2nd server restore! (making me lose well over $200 in advertising revenue purely from the 3 days I was out!). When it finally came back up, I only had one 40 GB hard drive and 512 MB RAM. The base server I bought was two 40 GB hard drives and 1 GB RAM, plus my additional 512 upgrade. They fixed the RAM problem, but refused to give me back the 40 GB hard drive, claiming it was never part of my server in the first place (bs! It never would have been in the server if it wasn't).
What I'm asking is what should I do now? I'm definitely asking for some compensation because none of this was my fault. What would you suggest? As you know, it is expensive keeping these servers up, and now the web page that paid for it is gone. I've had to take Ensim off and reinstall apache and everything twice in the past day because they screwed it up (apparently no, they can't just give me a clean RedHat install, I had to take off Ensim AGAIN). What kind of compensation should I ask for in return now? Thanks for your hep in advance guys, this message board is great.
Re: Can I suggest something?
Quote:
Originally posted by ShareFile
Why doesn't Robert Marsh (headsurfer) retire and go home to raise his baby and leave Patrick running the business. It is my opinion that if you cannot make things right you should let someone else do the job :angry:
Isnt he the one that got the company where it is at now? If so why would he quit at this point.
Re: Re: Can I suggest something?
Quote:
Originally posted by Matrix
Isnt he the one that got the company where it is at now? If so why would he quit at this point.
ah dont mind sharefile
he'll do anything to make rackshack look bad, and he knows it.
Re: Re: Can I suggest something?
Quote:
Originally posted by Matrix
Isnt he the one that got the company where it is at now? If so why would he quit at this point.
$$$