Web Hosting Talk : Web Hosting Main Forums : Web Hosting : Ex Xavia Host customers and Techark?

[Chris1973]

Is any other Ex-Xaviahost customers having problems with support from the new owner - Techark.com?

I am a Ex-Xavia customer who was moved over to Techark when they took over the day to day running from Josh. Unfortunately, i'm finding their support to be non existant

When Josh was running the business, I had a prompt courtious response within an hour - sometimes within minutes, and an acknowledgment that something would be done to address the problem. Now ten hours later the support ticket is still open!.

I had a custom plan with Josh, which I paid 12 months in advance for, this obviously means that for the next 9 months or so, Techark won't get a penny from me. Is this the reason why Techark are not being so helpful?. Go Figure!.

I have a colleague (Also Ex Xavia) who is a Pay Monthly customer and has just transfered his payment details to Techark. Amazingly they fall over backwards to help him, his support questions and requests for support are answered promptly...hmm anybody see a pattern forming??.

These sorts of Double Standards are not acceptable, don't forget that the pre paid Ex-customers of Xavia may be your future customers of next year Techark...or NOT as the case may. be.

[DigiCrime]

I dont suppose you are the Chris I knew, PC tech website? just curious before I mention anything

[Techark]

Chris

As stated in my email to you last night, I am sorry for the lack of service you received.

But that is no excuse as you should not have to wait a day for an answer to a support ticket. We have set up a separate support desk for former Xavia customers and for some reason the email notification of your ticket never reached my desk or if it did it got lost in the shuffle I can not explain it at the moment. I am testing that support desk at the moment to figure out why it failed.

Again my sincere apologies for the delay.

As soon as we received your direct email notifying me of the problem I personally responded right away. And we made every effort possible to move the data base you were wanting moved.

No former xavia hosting customer paid yearly or monthly are being denied service or being treated like second class clients. That is not the way we do business and never will be.

[Chris1973]

No, I'm not the same "Chris" you are thinking off Digicrime. I was a relative newcomer to Xavia, just before Josh announced his retirement due to ill health. Had I known that this was even being considered I would never have signed up. I have already had to change host several times in 6 months, and unfortunately was spending more time changing webhost's than running the business the website hosted!.

Unlike the "14 year olds" running their business for XMB forums, and other 14 year olds Gaming sites, I rely on my site for my Business - i.e my living - if the site is down then i'm losing money. That's what the majority of Webhost's fail to realise. They may be playing at being business men - not realising that their poor attitude's may be directly or indirectly affecting the livihoods of others. We don't all use webspace for fun you know?.


Luckily my Enquiry was a non urgent one, but according to your support ticket it took you 2 days & 2 hours to respond to it Monte, congratulations. If I took this length of time to process a customers order, i'd be out of business very quickly. What would have happened had my site been down - would you have re-acted with the same indifference. It seems that Webhost's are not policed the same as other service industries and simply write the rules to suit them as they go along. I wouldn't have minded but I was given that address to request support (as an ex-xavia customer) by Monte on a previous request - I get the feeling that it is a two tier service he's running. One (good) service for Techark customers and the other (2nd rate service) for the "poor relations" that are Ex-xavia.

As it stands, my original enquiry still is unresolved and my site is in a "no mans land" of ownership. Monte doesn't have me on his list of customers and Josh is not answering my emails. Folks - this is the real face of webhosting!!!.

[DigiCrime]

Chris,

Sorry for the confusion, I did't want to get into details about xaviahosting untill I knew who you were first so disregard my last message. I am sorry that you have problems though but, I to, did have problems recieving support from Techark, matter of fact, I never recieved a response to an email. Even though, I know the real reason why xavia moved on, I won't smear its name without mine getting smeared to, but I'm not impressed with the new company or its owner. I know one of my friends is hosted with you Monte, and he's really upset about the fact that his stuff was changed over and he never recieved this email. You may have sent it out yes, but doesn't mean it went through the systems either. Who knows why, but I know for a fact he didnt get it, and he did pay a years worth of hosting.

Thats my two cents worth.

[Chris1973]

Thanks Digicrime,

I'm not going to pry, into the politics of Xavia vs Techark but I am rapidly beginning to realise that I'm not the only one unhappy with Techarks attitude to moving people around.

I've just spent three days setting up a piece of software which manually required changing every path in the Database and HTML pages. If they think i'm changing servers and starting again from scratch after all of that then they've got another thing coming.

It is not the customers' responsibility to act as a middleman between two companies during a "buy out". As far as I was concerned the information received was that no servers were changing and everybody was staying put. However, within 36 hours of that statement, a colleague had received an email stating that he needed to change servers. Go Figure!.

I had thought better of Josh, since he was very helpful in the short time that I was with Xavia. However by not answering my emails now proves that he no longer gives a damn. My space is hosted on a xavia.net subdomain, which means that technically it still falls under Josh's reponsibility. Techark tell me that Josh is about to pull the plug and I now have to purhase a domain name to move to them. Sorry Monte, but that wasn't the contract which I made with Josh and I have emails and receipts to prove it.

I paid for hosting on a subdomain, and was told that I didn't need to move servers. I've was with Xavia for a month, and Techark for even less, and it has been nothing but one big hassle. Techark you have certain obligations to Xavia customers - so stop acting like 14 year olds and start meeting them!.

What Digicrime has stated, also makes sense. I paid for 12 months worth of hosting too, it seems IMHO that Techark are neglecting the "paid in advance" customers of Xavia for the more lucrative Pay Monthly subscribers. Obviously, Techark won't see a cent from me until next year, yet they still have to "support" and host my site. However, this attitude is immaterial, this should have been considered before Techark purchased the customer base from Josh.

[Techark]

If your inquiry is unresolved Chris then you should update the ticket and tell us your problem is not fixed. We did as you asked and downloaded the backup database you provided us.

This is not a support forum for Techark so I will not go into details here on your ticket, but if you still have problems then communicate them to us and we will try to help in every possible way.

You are correct we received a list of 120 clients and found over 160 on the servers. Some with root access and unlimited space and transfer allotments and all the extra accounts refuse to answer our emails and have been suspended until we find out who they are, most we suspect were friends of the the previous host on a free ride. Sorry you if got caught up in that. But your account is a sub domain of the previous hosts .net name that we do not control and is supposed to be moved off our servers any day now.

You are not on our list of customers and are using the hosts old name we do not know if you are a paying customer and not part of their group? We have no way of contacting you as you have no information on your site when we checked that would tell us anything.

Again I am sorry you your ticket was missed, if you believe you are intentionally being mistreated then I am sorry but that is not the case. There are and were a number of other avenues for you to get in touch with us if you wanted, all of them posted on our web site including ICQ, Yahoo IM, 877 number and support forum.

Yes we dropped the ball on your ticket and I take full responsibility for it and offer no excuses.

Now if you want to get your site fixed please update your ticket and lets see if we can fix it for you.

[Techark]

DigiCrime your email was answered right away if you did not get it you sure managed to reply to something you did not get.
And no I am not giving you root access to the server.

There were 20 accounts on one server that got moved, no other accounts got moved. All are still where they were including yours Chris and that is where they will stay.

Again we are sorry you are unhappy, we are trying to make things as painless as possible in the transfer of accounts however there is bound to be some hiccups along the way.

[Chris1973]

Monte,

I have replied to your email yesterday and still awaiting your reply. From what you have stated in the above post you know exactly who I am.

With regard to the "paying customer" comment, I have offered twice to send you my paypal receipt by fax if required and all emails from Josh complete with headers. What further proof do you need?. I have no idea why I have not been moved over to you, that is down to somebodies incompetence at either Xavia or Techark. I have no idea why I am not listed on your database, perhaps you should do the obvious and ask Josh????????.

I have already contacted Josh and receieved no reply. By your own admission my space is very imminent danger of being shut down for no reason - simply because You and Josh can't come to an arrangement!!. Once again the customer gets all of the hassle, and the host comes out of it smiling.

Note the comments above. I am going to be extremely annoyed if I have just set up this site and I have to move again through no fault of my own. How many more times will this happen over the coming months??. I have already had 6 clowns for webhost's - don't be no 7.

[DigiCrime]

DigiCrime your email was answered right away if you did not get it you sure managed to reply to something you did not get.
And no I am not giving you root access to the server.

I already recieved that email, I asked for a data archive, or root access one of the two, either way I had replied to that three other times asking if we could work something out, and got no email response back, sending you a forwarded copy won't help either I dont imagine, but none the less I never got my data, from the sites who did pay to be to be with xavia. No site of mine was left on their servers that were "free rides" I took them with me, but those who paid, I left there. But, seeing that they got no response either, they moved in with me, which all the better, one's loss my gain.

[Techark]

Chris your ticket has been updated by me and still sits there un answered by you and no further communication from you other than your post here. I have no idea what else you need done for your site.

Again I have no control over the domain name that you are a sub domain of, it is not mine, I do not own it I cannot control what Josh does with it. I can offer to move your account to another sub domain but that is all I can do. You have stated you do not want to change names. No one is asking you to move your site. I am not doubting your word that you are paying customer I am simply telling you why you were not on the list of people that got a welcome mail from us.

No one is denying you anything Chris and we will be happy to support you as we are all legitimate former customers of Xaviahosting.

[Chris1973]

Monte, I don't have any axe to grind, with either you or Xavia, certainly my time spent with Xavia was short, but I found them to be helpful. Perhaps I was just lucky, who knows.

However, I treat any supplier with exactly the same respect as they treat me, or disrespect as the case may be, and let's face it, so far you haven't made a good first impression...or second...or Third. All I want from a host is exactly what I paid for. 12 Months Hosting - 300mb Space and 10GB on a subdomain...hardly rocket science or brain surgery huh?. So where is the problem?.

The site is up at the moment, that means that somebody is paying the bills, since that Somebody has also taken my 12 month payment, then Somebody had better sort it .

Yes you very kindly imported my Database under another name for me, but that is of no use. According to Invision I should be able to back up and restore a Mysql forum Database myself as often as I want. I am able to do just that using MySqlFront on another site, so why can't I do so here. The fact that you refuse connection to Mysqlfront AND the fact that PHPMyadmin won't allow me to import my own database doesn't exactly give me a lot of options Monte. So far my business forum is still at 0 posts and offline which means I'm losing money and my customers are losing an element of support - something which, unlike Techark, I take very seriously.

[Andrew]

If you take it so seriously, update the damn ticket like the man asked you to...tell him what you want him to do and he'll do it. Just like he said!

[DigiCrime]

lol, well said!

[Techark]

Using your words Chris the site is up at the moment which means that Techark is honoring it agreement to host your site.
Again I am not going into details of a support ticket here on WHT as it is not a support forum for Techark. If you want help getting your site up email me or update your ticket. If you want to continue to bash Techark here feel free to, but is does not help you get your site up nor stop you from losing money as you claim you are.

This is my last post on the subject, you know how to contact me if you need help.