Web Hosting Talk : Web Hosting Main Forums : Dedicated Server : Why can't I get a simple cPanel license at Burst.net?

[GusBouras]

First..
I don't want use the WHT like support, ok?
I'm just posting this thread to tell you my dificult to get a simple cPanel license for my dedicated at Burst.net.
The network and the machines of Burst.net are very good for me, but simple issue like this one let me spend all my patience.
Ok, lets go..

I needed a dedicated for a customer, and I ask urgent/rush on order. Everything was ok and I received the dedicated 24 hours after the payment.

But I forgot to mark cPanel like control panel and after receive the root login, I started the cPanel install and I made a order to get a cPanel license. I paid via paypal.

LOOK:

Control Panel Licensing - 12-24 hours
(this information is sent on order confirmation)



Now, you can see the actions:

================================
================================
Monday, January 24, 2011 - 11:08 AM
Order Number: 9999976572
Paypal payment: Transaction ID: xxxxxxxxxR428611G
QuadCore, 8Gb, 1Tb, paid via Paypal.
Dedicated Service - 24-72 hours, up to an additional 24 hours
Control Panel Licensing - 12-24 hours
================================
================================
Ticket #2547675 - 01/25/2011 - 11:05 AM
Hello friends!
Could you active my cPanel license, please?
Order #9999976684
Thanks a lot for your attention!
Fabio S.
================================
================================
Ticket #2547675 - 01/25/2011 - 11:18 AM
Hello,
Your order will be completed within the next 6-12 hours.
Benji A.
================================
================================
Ticket #2547675 - 01/26/2011 - 06:03 AM
Dear Benji,
Passed 19+ hours..
You said: 6-12 hours.
I need the cpanel license activated to delivery the dedicated of my customer!
================================
================================
Ticket #2547675 - 01/26/2011 - 10:21 AM
23+ hours waiting.........
================================
================================
Ticket #2547675 - 01/26/2011 - 11:02 AM

Please choose from the following options:

Reinstall:

BurstNET may proceed with a reinstall for the rate of $25.00(US)/£19.95(UK/EU).

Data Recovery:

Option 1. BurstNET may assist with data recovery for the rate of $65(US)/£65(UK/EU) per hour. This is billed in 15 minute increments. BurstNET cannot guarantee full, or even partial, recovery should the server(s) data be corrupted or compromised, but will work to the limit of their abilities to restore data.

Option 2. BurstNET may reinstall on a new hard drive, mount the old primary drive as a slave and allow the customer to retrieve/restore data. After 72 hours the physical drive will be removed from the re-installation.

Option 3. BurstNET may reinstall on the current primary/new hard drive, all necessary backups have been completed successfully by the customer. The customer will retrieve/restore data without assistance from BurstNET.

Hardware Failure: All operating systems, supported and non-supported, as well as software/configurations installed prior by BurstNET, will be reinstalled at no additional cost to the client, in the case of failed hardware.

Further information regarding BurstNET Managed Services Definition & Backup Policy can be viewed at: http://www.burst.net/policy/managed.shtml
------------
Benji A.
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Ticket #2547675 - 01/26/2011 - 11:07 AM
I don't need reinstall service!!!!!!!!!
I installed the cPanel on my dedicated.
I just ordered a cPanel license and paid for it.
Please active the license and I will can use the cPanel on my dedicated.
just active the license.. I don't need you installing nothing.
Thanks!
================================
================================
No more reply fron Burst.net until now.





So, I tried opening a new support ticket:


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Ticket 2549208 - 01/26/2011 - 02:02 PM
Hello!
Could you check why my cPanel license isn't activated?
Dedicated: 64.120.xxx.xxx
Thanks!

================================
================================
Ticket 2549208 - 01/26/2011 - 02:46 PM
Hello,
Do you have an order number for this license?

Kevin B.
Technical Support Representative

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Ticket 2549208 - 01/26/2011 - 02:50 PM
Hi Kevin,

Yes, I have.

Tuesday, January 25, 2011
Order Number: *9999976684*
================================
================================
Ticket 2549208 - 01/26/2011 - 03:38 PM

Hello,

This was the email we have sent we were waiting for a response from.

Please choose from the following options:

Reinstall:

BurstNET may proceed with a reinstall for the rate of $25.00(US)/£19.95(UK/EU).

Data Recovery:

Option 1. BurstNET may assist with data recovery for the rate of $65(US)/£65(UK/EU) per hour. This is billed in 15 minute increments. BurstNET cannot guarantee full, or even partial, recovery should the server(s) data be corrupted or compromised, but will work to the limit of their abilities to restore data.

Option 2. BurstNET may reinstall on a new hard drive, mount the old primary drive as a slave and allow the customer to retrieve/restore data. After 72 hours the physical drive will be removed from the re-installation.

Option 3. BurstNET may reinstall on the current primary/new hard drive, all necessary backups have been completed successfully by the customer. The customer will retrieve/restore data without assistance from BurstNET.

Hardware Failure: All operating systems, supported and non-supported, as well as software/configurations installed prior by BurstNET, will be reinstalled at no additional cost to the client, in the case of failed hardware.

Further information regarding BurstNET Managed Services Definition & Backup Policy can be viewed at: http://www.burst.net/policy/managed.shtml


BurstNET(tm) - an INC500(tm) Company
BurstNET(tm) - The Speed the Internet Travels(tm)

To place an order, or for more info, contact:
BurstNET Technologies, Inc.(tm) - BurstNET(tm)
Toll Free 24/7/365 Support: 1-877-BURSTNET
Phone (570) 343-2200 - Fax (570) 343-9533
PO Box #591 Scranton, PA 18501-0591 USA
http://www.burst.net & http://www.nocster.net
sales@burst.net

Copyright 1996-2010 (c)
BurstNET Technologies, Inc.(tm)
All Rights Reserved.

Thanks a lot!
================================
================================

Ticket 2549208 - 01/26/2011 - 03:56 PM

Kevin,

Look..
I don't need someone installing the cPanel in my dedicated.
I ordered the dedicated and I forgot the cPanel.
So, I installed and now, I just want the license activate.
Ok?
I ordered the cPanel license and I paid for it via paypal.
I just need the license activated, because the cPanel is installed on
dedicated.

Thanks!


+++++++++++++++++++++++++++++++++++++++++++++++++


So, until now, I haven't my license activated.

root@stream [~]# /usr/local/cpanel/cpkeyclt
Updating cPanel license...Done. Update Failed!
Error message:
The cPanel license server said that your license has been expired.
For more information visit: http://www.cpanel.net/lic.html

The exact message was: The license is expired. (64.120.xxx.xxx)!

Building global cache for cpanel...Done
root@stream [~]#


Thanks for read all my thread.

[KarlZimmer]

Burst.net is unmanaged, so I don't see why they'd need to re-install or do data recovery to give you a cPanel license. If you've installed cPanel and just need the license, they should be able to just charge you for the license and activate it. Maybe they have some other procedural issues with that though?

To note, that IS an action that would need to go through billing, most likely, and billing isn't open 24/7, so that is possibly some of the reason for the delay. Also, with managed providers it would make sense you'd need to do a reinstall, since they're being asked to support the software they'd need to assure the software is installed properly in the first place, thus requiring a reinstall.

[TheHostGenie]

This looks like a misunderstanding - I think they must have read that ticket and thought you needed an OS reinstall, when in reality all you needed was the cPanel license to be added to your dedicated's IP.

I'd wait and see what they say next, shouldn't be too much trouble once they realize what you actually need.

[GusBouras]

In both tickets, sales and support department, I said:

I don't need/want a reinstall service.
I just need the license activate, because I installed the cpanel on dedicated.

[BurstNET]

We are NOT unmanaged, we are basic managed...we do supply some management to most of our clients. The majority of our clients want us to do the CPanel installation for them, and we cannot do that without first clarifying and getting approval for their existing data. If you just want a license, and for us not to install the software, you can just state that in the order notes when you place the upgrade request. If not, we have procedures in place for a reason which need be followed.
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[Zachary Nelson]

Originally Posted by GusBouras

In both tickets, sales and support department, I said:

I don't need/want a reinstall service.
I just need the license activate, because I installed the cpanel on dedicated.

That makes no grammatical sense. This is probably why they don't understand you. Why don't you say:

I purchased a cPanel license on *insert date here* with order ID #*number here*. I would like you to apply my server's IP to that cPanel license so I may use it.

[GusBouras]

Hey!!!
Look this guys!!!

--------------------------
Please be advised that this upgrade/downgrade order/request has been completed.

Please feel free to contact with any questions, or if you require further assistance...


BurstNET(tm) - an INC500(tm) Company
BurstNET(tm) - The Speed the Internet Travels(tm)

To place an order, or for more info, contact:
BurstNET Technologies, Inc.(tm) - BurstNET(tm)
Toll Free 24/7/365 Support: 1-877-BURSTNET
Phone (570) 343-2200 - Fax (570) 343-9533
PO Box #591 Scranton, PA 18501-0591 USA
http://www.burst.net & http://www.nocster.net
sales@burst.net

Copyright 1996-2010 (c)
BurstNET Technologies, Inc.(tm)
All Rights Reserved.

--------------------------
root@stream [~]# /usr/local/cpanel/cpkeyclt
Updating cPanel license...Done. Update succeeded.
Building global cache for cpanel...Done
root@stream [~]#
--------------------------

I really like work with Burstnet's network, but I think that the sales department must be 110% better.

If they get better at this point, they will be great.

Was not the first time that a problem is solve after a thread here in WHT...

[BurstNET]

Originally Posted by GusBouras

In both tickets, sales and support department, I said:

I don't need/want a reinstall service.
I just need the license activate, because I installed the cpanel on dedicated.

But you did NOT state that in the upgrade order, so it had to go thru the normal processes here, which in turn had to wait for you to tell us that AFTER we inquired with you regarding such. One we received such information from you, we proceeded accordingly...supplying a license only.

If you do not supply us with all the info needed when initially placing an order, then naturally your order will get delayed if we have to inquire with you for clarification.
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[GusBouras]

BurstNet,

When I made the order of the license, I made only the order of the license. I don't requested a reinstall.

And I don't made a isolated license order, I upgraded the informations on my product records (my dedicated).

well... now I can work and try keep my customer.

Thanks.

[techjr]

Originally Posted by BurstNET

But you did NOT state that in the upgrade order, so it had to go thru the normal processes here, which in turn had to wait for you to tell us that AFTER we inquired with you regarding such. One we received such information from you, we proceeded accordingly...supplying a license only.

If you do not supply us with all the info needed when initially placing an order, then naturally your order will get delayed if we have to inquire with you for clarification.
.
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Trying not to take any sides here. If the tickets posted are 100% true. Was there some type of language barrier? I was able to understand what the client wanted but I am confused why you would mention a reinstall in the ticket if the client has installed cPanel himself.

[BurstNET]

When a client orders a server with CPanel, they expect it to come pre-installed, not just a license key.
When a client orders a server without CPanel, then upgrades to add it later, we deal with it the same way as if ordered with the server---as if they expect us to install it.
We find 90%+ of the time, our clients want us to install the software for them.
There is a note section on the upgrade section of WHMCS, which we paid WHMCS to sponsor development of, that a client can tell us anything they need to---this client did not.
The other issue is that many clients do not even realize that CPanel should not be licensed and installed on existing systems, and really should be done on a fresh system.
We therefore contact clients after we receive such an order, to see how they would like to proceed, if they have not given us instructions in the notes section of the order form itself.
We also do not want to have to deal with clients having made changes/problems on their server, installing CPanel on top of it, then coming to us with issues after that because it was not a fresh/clean install of CPanel. If we clarify first what they want, it becomes their problem/responsibility after we proceed how they desire, and they cannot go back and say I did not know why didn't you inform us, etc...

We also offer individual CPanel licenses for sale, as stand-alone products, which can be ordered if so desired. If you are ordering as an upgrade to a server, it gets dealt with as above. If ordering as a single license, we do nothing but supply the license.

You may or may not like how we process such orders, but this is how we do it, and we have no plans to change such--it works for us, and the vast majority of our clients, as-is. They only change would come if WHMCS permits extra form data to be tied to the upgrade process forms, at which time we will move towards permitting/requiring clients to specify how to proceed in advance when placing the order.
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[DevMonkey]

I think people are being a bit patronising here about the OPs English, I can understand it perfectly and so should the rest of you including Burst.

Perhaps the better order for Burst to do things in future is:

1. ACTIVATE the license which has been PAID for
2. Then question the customer on how they would like to proceed, if at all

[TheHostGenie]

Yeah nothing seems unclear here - as long as the posted tickets are verbose, it'd be nice to hear an apology.

[TheHostGenie]

Originally Posted by BurstNET

When a client orders a server with CPanel, they expect it to come pre-installed, not just a license key.
When a client orders a server without CPanel, then upgrades to add it later, we deal with it the same way as if ordered with the server---as if they expect us to install it.
We find 90%+ of the time, our clients want us to install the software for them.
There is a note section on the upgrade section of WHMCS, which we paid WHMCS to sponsor development of, that a client can tell us anything they need to---this client did not.
The other issue is that many clients do not even realize that CPanel should not be licensed and installed on existing systems, and really should be done on a fresh system.
We therefore contact clients after we receive such an order, to see how they would like to proceed, if they have not given us instructions in the notes section of the order form itself.
We also do not want to have to deal with clients having made changes/problems on their server, installing CPanel on top of it, then coming to us with issues after that because it was not a fresh/clean install of CPanel. If we clarify first what they want, it becomes their problem/responsibility after we proceed how they desire, and they cannot go back and say I did not know why didn't you inform us, etc...

We also offer individual CPanel licenses for sale, as stand-alone products, which can be ordered if so desired. If you are ordering as an upgrade to a server, it gets dealt with as above. If ordering as a single license, we do nothing but supply the license.

You may or may not like how we process such orders, but this is how we do it, and we have no plans to change such--it works for us, and the vast majority of our clients, as-is. They only change would come if WHMCS permits extra form data to be tied to the upgrade process forms, at which time we will move towards permitting/requiring clients to specify how to proceed in advance when placing the order.
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Would it be so hard to just say "sorry, didn't know what you meant, we'll pay for the license on your IP. End of story." ?

[BurstNET]

This is our policy/procedure, and we are not looking for input on how to change it.

This is the method that we have found over the years that works best for us, and what we are sticking with, until which time additional functionality exists in external software we utilize.

You are all free to use whatever method/procedures you want in running your business, if it works better for your operations, as we are in ours.
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