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  #1  
Old 02-03-2012, 05:14 PM
eric92 eric92 is offline
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Join Date: May 2011
Posts: 25
Unhappy

Arvixe Review - For resellers


Hello,

I have been planning to write about arvixe for quite some time

on quality of their support these days. However I refrained from last

5 to 6 months, just give them another chance.

However now I think it is point where you don't have any choice but

to vent your frustration, and this is a nice place so here it goes.

I joined arvixe in 2009 and for two years, there weren't much

issues - support was always slow but manageable until now. Server

uptime was great (infact never went down for al-most two straight

years), doing great still, even though I have suffered a 24+ hours

downtime due to some chk disk problem.

However that doesn't bothers me, the main issue is their support

because it is so much overwhelmed these days, you will be lucky to

get a response from them in 24 hours through ticket.

Here is a small example of my 2nd last ticket to them:
======================================
My ticket:
---
Posted on: 25 January 2012 02:57 PM

Hello,
I am getting an internal server error while opening the following

page:

http://www.someexampledomain.com/

HTTP Error 500.0 - Internal Server Error
The page cannot be displayed because an internal server error has

occurred.

... spedific details about the error etc ...

Kindly check the issue.

======================================
Now guess when I get a response to this:

******
Posted on: 26 January 2012 05:46 AM
Hello,

Please let me know if this is hosted on your reseller or VPS

account, also, what script is it that you have installed on this

site?

Thank you
******

So after a day and a half, they can not even determine if the

domain given in the ticket is on reseller or on the VPS????

Can't they do something and check the IP of the domain to determine

if this is reseller or vps

So I just moved that account to another of my servers.

My last ticket I sent to them was downtime in vps server:

03 February 2012 10:54 AM

And after 6 hours and 2 chats with their chat officers didn't got

any resolution. Although on my 3rd chat Anoop (one of the best chat

officers they have), resolved the issue on the chat (apparently

just the 'named' service needed restarting) - now issue like this

should be resolved in 10 to 15 minutes, but I needed to wait for 6

hours, while on the previous two chats they said admins are working

on the issue, and in 5 hours they were still 'working' and would

have remained on that work for another day or two if I hadn't

started another chat.

Their chat facility is 24/7 which is good only if you find a support staff who knows what he is doing, normally this does not happen and you need to wait until some other chat staff, and another until you find someone who is willing and know how to resolve the issue.

****

These are my experiences, and yet I am stuck with them because I

have some 250 sites hosted with them and with 'websitepanel' I

cannot move them that easily to other hosting companies.

Thankfully I shifted to a VPS / Dedicated solution a lot earlier.

This is a resellers review, don't know how they treat their direct

customers.

Anyway thought to share this with you guys. Hopefully will help

someone decide better, but above all if someone from arvixe

administration is monitoring this, maybe they will look into spending

some money on their support.



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  #2  
Old 02-03-2012, 05:26 PM
ezbnc ezbnc is offline
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Join Date: Jun 2003
Location: Oklahoma City
Posts: 2,086
It sounds like you stuck it out longer than you needed to but that is no excuse for poor support. I hope your next host will do a lot better for you.

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  #3  
Old 02-04-2012, 05:38 AM
Arvand Arvand is offline
Web Hosting Master
 
Join Date: Jan 2003
Location: Sacramento, CA
Posts: 570
Hello,

I'm sorry for the experience that you have. If you have a ticket that needs attention, please feel free to PM it to me. Furthermore, please note that a majority of 500 errors are caused by the scripts themselves. In many cases, the web.config needs to be altered for the 500 error to be fixed. While we will get to all of these problems and requests, we can not provide instant help when it comes to customers' scripts. Especially if there are 250 different accounts that we have to indirectly provide support for under a single reseller account through us.

Regardless, you'll find that when you call, you will be connected with someone from our team very quickly. This is something we've continued to promise throughout our growth and continue to up-hold. Many customers demand help with their scripts which unfortunately delays the general ticket response time. However, through the phone/chat, we can get to non-scripting related requests quickly and resolve them in a timely manner.

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arvand [at] arvixe.com

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  #4  
Old 02-04-2012, 07:09 AM
HostXNow_Chris HostXNow_Chris is offline
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Join Date: Oct 2009
Location: England, United Kingdom
Posts: 8,964
Arvixe are a very big company with many customers.

Now would be a good time for you to try some of the smaller hosts. Do you DD (check reviews,etc) first though, of course.

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  #5  
Old 02-04-2012, 05:04 PM
eric92 eric92 is offline
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Join Date: May 2011
Posts: 25
Thanks Arvand for replying.

Just to let you know if you see my account in 4 years I don't think you will find more than 80 to 100 tickets. I resolve 95 to 99 % tickets myself. 2ndly regarding the 500 error it was a phpviafastcgi handler error. So didn't had provided much insight. It was definitely related with server side.
In contrast I have a php hosting with around 600 accounts in 3 resellers, and sometimes I send them 4 to 5 tickets a day and they reply within an hour, sometimes even less than 5 minutes. Its not HG, but a UK based company and very renowned - also cost is much cheaper then I pay at arvixe for same package. Point is not to start a comparison so I won't name the company. The difference is their staff seem to care, about the customer and not the price customers is paying. Otherwise revise the hosting contracts according to needs you can fulfill easily.

On a lighter note please ask some of your staff (especially Ryan) to update those 'smug looking' snapshots in their posts, especially when they want to convey some bad news like downtime notices - I don't know if its just me or other users feel the same. Maybe run a survey from your forum

Respond if you want to clear something, in any case I will contact you through PM if needed.

  #6  
Old 02-05-2012, 01:21 AM
Arvand Arvand is offline
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Join Date: Jan 2003
Location: Sacramento, CA
Posts: 570
Pmed you a response.

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Product Portfolio: Linux Web Hosting | ASP .NET Web Hosting | Business Web Hosting | E-Commerce Web Hosting | Dedicated Servers
Freedom of the web at your fingertips!
arvand [at] arvixe.com

  #7  
Old 02-05-2012, 01:38 PM
oldgrunt oldgrunt is offline
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Join Date: Jan 2012
Posts: 48
* I think Arvand gave a clue

Arvand, I have noticed that you watch these forums like a hawk! If someone post about Arvixe, your response is rapid and oh so nice.

I submit that if you were handling support issues as rapidly as you handle comments on here, you wouldn't be losing customers.

Call me out on this if you wish, but I have a pile of old tickets to back me up.

I don't care to post them, but your support has issues.

  #8  
Old 02-05-2012, 02:50 PM
Arvand Arvand is offline
Web Hosting Master
 
Join Date: Jan 2003
Location: Sacramento, CA
Posts: 570
We respond to over 1000 tickets a day. I'm sorry but I can't do that all on my own...

__________________
Web Hosting @ Arvixe, LLC
Product Portfolio: Linux Web Hosting | ASP .NET Web Hosting | Business Web Hosting | E-Commerce Web Hosting | Dedicated Servers
Freedom of the web at your fingertips!
arvand [at] arvixe.com

  #9  
Old 02-05-2012, 02:52 PM
SWH-Ritchie SWH-Ritchie is offline
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Join Date: Nov 2010
Location: /etc/profile
Posts: 1,471
Yeah, I agree with Arvand man. I also used to be their customer long back. they are very professional. Let Arvand examine the issue and get back. I do agree for the ignorance of the Support tech. But a simple mistake of one staff doesn't mean that the entire organisation is waste.

Have a nice day

Quote:
Originally Posted by Arvand View Post
Hello,

I'm sorry for the experience that you have. If you have a ticket that needs attention, please feel free to PM it to me. Furthermore, please note that a majority of 500 errors are caused by the scripts themselves. In many cases, the web.config needs to be altered for the 500 error to be fixed. While we will get to all of these problems and requests, we can not provide instant help when it comes to customers' scripts. Especially if there are 250 different accounts that we have to indirectly provide support for under a single reseller account through us.

Regardless, you'll find that when you call, you will be connected with someone from our team very quickly. This is something we've continued to promise throughout our growth and continue to up-hold. Many customers demand help with their scripts which unfortunately delays the general ticket response time. However, through the phone/chat, we can get to non-scripting related requests quickly and resolve them in a timely manner.

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  #10  
Old 02-05-2012, 03:04 PM
oldgrunt oldgrunt is offline
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Join Date: Jan 2012
Posts: 48
* No Body Says You Should or Could

No one said that you should handle that many tickets.

Sadly, in about a year, I have seen only about five different staff giving responses, including yourself.

Assuming that that is close, and that they never sleep, that is still 200 tickets each. Assuming that in reality they have a life, and do sleep, likely a tech is handling 400 tickets each, on some type rotation.

Let me also say, I find it strange that I get emails, that as the ticket has been open for 72 hours, it will be closed.

If it was answered, it wouldn't have been open 72 hours.

Any way, you aren't the worst I've seen, buy far. So chill!

  #11  
Old 02-05-2012, 03:16 PM
SWH-Ritchie SWH-Ritchie is offline
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Join Date: Nov 2010
Location: /etc/profile
Posts: 1,471
I'm sorry to interrupt pal. But have you seen them other than your local time? I usually be online for about 18 hrs a day. I myself know many of the arvixe techs. So, its not fair pal.

http://www.linkedin.com/pub/arvand-sabetian/5/a01/985

See the awards section pal. I won't say that they are the biggest. but they are not medium. So, it is acceptable to receive 1000 tickets. This 1000 also includes many L1 level requests and few major issues.

So far my experience, I got almost instant support from them.

sorry if anything sounds wrong. I didn't meant in any other sense

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  #12  
Old 02-05-2012, 03:22 PM
oldgrunt oldgrunt is offline
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Join Date: Jan 2012
Posts: 48
Right

Quote:
Originally Posted by Ritchiesame View Post
I'm sorry to interrupt pal. But have you seen them other than your local time? I usually be online for about 18 hrs a day. I myself know many of the arvixe techs. So, its not fair pal.
Look, we both know it's a storefront. Let us let it go.

Quote:

So far my experience, I got almost instant support from them.
Yes those auto responders are quick.
Quote:
sorry if anything sounds wrong. I didn't meant in any other sense
Well it does, but that is ok. Comes across as a tag team effort.

  #13  
Old 02-05-2012, 03:24 PM
oldgrunt oldgrunt is offline
Junior Guru Wannabe
 
Join Date: Jan 2012
Posts: 48
Just Hit My Inbox

This message concerns your ticket #TKJ-xxx-xxxxx. We have not received any response back from you in 48 hours, and would like to know if you consider this issue to be resolved. If you have any further questions, simply respond to this e-mail.

No it is NOT resolved!

  #14  
Old 02-05-2012, 03:30 PM
SWH-Ritchie SWH-Ritchie is offline
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Join Date: Nov 2010
Location: /etc/profile
Posts: 1,471
My friend, I'm really sorry if my words hurt you. i didn't meant to hurt you.

Quote:
We have not received any response back from you in 48 hours
I think they answered the ticket. And it waited for your response

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  #15  
Old 02-05-2012, 03:35 PM
oldgrunt oldgrunt is offline
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Join Date: Jan 2012
Posts: 48
* Let it be

Look. These guys aren't that bad. You can't do what they do, and not have problems.

Just don't think this is some International power house of hosting.

I have seen the awards. I even threw a few ballots their way.

Let's drop the topic, as I have no need to trash someone who does try, which is more than a lot do.

Just feel that they should put on more staff, considering the volume they have.

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