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  1. #1
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    Question Whoops... what would you do?

    Because we recently decided to provide only cPanel, we migrated the customers using Plesk to our cPanel servers. This was at the end of February. We waited until the end of March (the 29th, to be exact) to remove the sites from the Plesk server since we wanted to ensure that the files/databases/etc all made it over successfully.
    A couple of customers reported some missing files right away, which we retrieved and restored. One customer however contacted us this past Wednesday wanting to know why the images on their site were not showing up. Took a look and for whatever reason the files in their image folder did not get moved.
    So now they're (understandably) upset, but since all the accounts and backups from the Plesk server have been removed, we have no way now of restoring those images.
    We've offered them some free hosting and past that, I'm not sure what else we can do. We didn't try and push all the blame somewhere else; I made sure we were honest with this customer - we made a mistake and own up to that.

    Is there anything else we could offer?
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  2. #2
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    If you can't fix it; you can't fix it. Seems like you've done all you can. Accepting responsibility will go a long way with your customer.
    There is no best host. There is only the host that's best for you.

  3. #3
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    Unless you have a time machine, there isnt much you can do. Offer the client what you can and an apology. For future reference you should tar up the home dir and move it to the new server before you destroy the old machine
    Why do they call them fingers? I never seen them fing. Oh, there they go.

  4. #4
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    You know, normally we don't have much trouble migrating an account from one server to the other. We always allow at least a few days after the move so any missing files can be retrieved. This time we allowed an entire month. Go figure....
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  5. #5
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    Yeah, being honest with the customer is essential to a business relationship. However, like many companies today, I'm sure you must have something in your AUP/TOS stating that you are not responsible for any loss of data, etc. Even if you do, providing free hosting is what you should do, for little while at least.
    Michael MacKinnon

  6. #6
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    Jan 2004
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    out of curiousity, did you send an email to your clients after the move telling them to check their files?

  7. #7
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    Yes, both before and after - in fact we sent a couple of emails after the move reminding them.
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  8. #8
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    I've had this happen in the past, and so I always make a backup of ANY server before I wipe it. On *nix systems, I Tar up all user dirs, and system dirs so that I can recover any file. Then burn those to CD, and mark it with the server name/date.

  9. #9
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    Originally posted by P-nut
    We always allow at least a few days....
    a few days? alot of hosting clients dont even access accounts for weeks.

    Me---> <---you

  10. #10
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    I agree this is a good learning experience. I think you have done the best you can and if i were your customer i would be satisfied becuase you have been honest and tried to do what you can.

    Thanks
    - James

  11. #11
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    Originally posted by holiday
    a few days? alot of hosting clients dont even access accounts for weeks.

    Me---> <---you

    Yes, and normally our clients don't need access past a week later. If you read my first post, you'd see that they had a full month this time.

    @James: Yes, it was a learning experience, and we now have a few things to keep in mind if we should have to move someone in the future.
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  12. #12
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    You admitted you screwed up no big deal. Mistakes happen if they didn't well then we wouldn't need specialists to fix them now would we.
    Patron: I'd like my free lunch please.
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  13. #13
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    Hey crap happens, just own up to it, offer her some free time, if that's not good enough it's not good enough and she'll leave to find new hosting.

    You waited a month sounds like, that's plenty of time.

    However (and this is just me) I would have tarballed the home directories onto another server "just in case" or maybe lifted the harddrive out of the old server and kept it around. We had a server crash recently and since it was Ensim based on Redhat 7.2 we rebuilt it with Directadmin and Redhat 9.0, I kept the secondary drive (from the old RAID) in the server and mounted it as /olddrive, we're STILL (nearly 6 weeks later) copying files from the olddrive for people just now realizing they lost their data...
    Gary Harris - the artist formerly known as Dixiesys
    resident grumpy redneck

  14. #14
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    we're STILL (nearly 6 weeks later) copying files from the olddrive for people just now realizing they lost their data...
    And if you don't have it they start screaming like it's the end of the world... Some customers are worse than some of the worst hosts out there.

  15. #15
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    I am sure if you have made the best effort to apologise and the customer does not reaaly appreciate it, you can do nothing better in this particular case

    However, it might be good to have a proper transfer and ensuring 99% of the customer receive the notice well in advance and ensure that they have about 2 weeks notice to report for any missing files. NO deletion should be done before you are absolutely sure.

    Sorry that it might not help in this case but a lesson learnt will gain all of us alot more experience in future.

    Hope you can resolve the issue with your client.

  16. #16
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    Use the way back machine and grab as many pictures as it has
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  17. #17
    lol believe it or not.....that's not too bad of an idea, and I would have never thought of that heh

    In any case, one would have to wonder why this client doesn't also have the images on her HD, where she builds her site.

    I'm not blaming the customer here, but in every case, the customer has a responsibility as well.

    You owned up, and took responsibility, and attempted to rectify the issue the best you could.....as stated, if that's not enough for them, then it just isn't, and there is nothing further you could do.
    Mark - Owner/Lead Designer
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  18. #18
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    Yeah, i've had to use it before....luckily we recovered all the images

    It'll teach customers that we dont back up their data for them, only twice weekly backups.
    BTi-Hosting.co.uk High quality hosting, low low prices.
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  19. #19
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    Originally posted by Philipf
    Use the way back machine and grab as many pictures as it has
    Very interesting idea indeed... I wouldn't've though about it in a million years...

  20. #20
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    Tried that - their site doesn't even come up on it
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  21. #21
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    Google cache?
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  22. #22
    I would try the way back and Google cache they are both excellent sources for exactly this type of thing however as ANMMark stated this isn't entirely your responsibility and the client should have their own backups.

    If this was our client we would apologize deeply and make sure that they understand that this is exactly why we state in our TOS that they are ultimately responsible for backing up their own sites.
    DBH Web | 2 BUCK HOST | WHT Member Since 2002. | DBH Internet Enterprises.
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  23. #23
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    For someone who was demanding we replace their images so quickly, we haven't heard anything since late Friday night, despite multiple emails.

    Did a search at both Google and the Wayback Machine, and nothing pulls up.

    Guess we've done as much as we can do. Chalk this up to a lesson learned (hopefully) on both ends.
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  24. #24
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    You could always tell the customer that if they really really want their images back, they can pay the $1500 to have the old hard drive sent to a data recovery place and have them recover the data off of the reformatted drive.

    You'd be supprised what they can recover after you format/reinstall a hard drive.

    That is why we shatter all drive platters of drives that get tossed that containted sensitive university information.

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