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Thread: GNAX story
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06-02-2005, 11:39 PM #1Web Hosting Guru
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GNAX story
Hi,
I am already a client so I decided to purchase another server.
1. Ordered (and charged) the new server a week ago. Still not delivered.
2. Opening a ticket with a sales question, answered after 6 days.
Is this GNAX ? Does somebody have a similar experience ? Perhaps instead offering free dinners more people should be employed to answer helpdesk tickets.
What I don't like here is the fact they do not answer sales tickets and when they answer is only after a long waiting time. Perhaps this is a business practice here
CatalinLast edited by toma1708; 06-02-2005 at 11:50 PM.
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06-03-2005, 12:06 AM #2Web Hosting Master
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Well this past weekend was memorial day - probably why
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06-03-2005, 12:33 AM #3Web Hosting Guru
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Delay
Hi,
I understand that problems may arise but I consider that letting know your customers about such problems is not a very difficult thing to do.
Catalin||| >> Web Hosting and PHP/MySQL development services.
||| >> Vacation properties rental script - we are selling and supporting it since 2003: http://www.online-rent.com
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06-03-2005, 02:38 AM #4Away
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Gnax has had some problems with this type of stuff. Did you pick up the phone and call them (not that you should have to)? I'd suggest giving Jeff a call right away and expressing you disgust with the ordering process.
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06-03-2005, 02:44 AM #5Web Hosting Guru
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Phone
Hi,
I have called them at least 6 times this week but even with this they were not able or didn't want to provide an answer and deliver the server.
Having a server with them already I cannot believe the difference between their tech support and sales.
Anyway, for the time being, a big 0 for the way they deal with new orders and presale questions.
My advice (for somebody thinking to order a server with them) is that you make sure that they have the server and they can deliver it in a timely manner.
I will update the thread when I receive an answer from them. I cannot express here the dissapointment caused by this episode (I still like to think that this is not permanent)
Catalin||| >> Web Hosting and PHP/MySQL development services.
||| >> Vacation properties rental script - we are selling and supporting it since 2003: http://www.online-rent.com
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06-03-2005, 04:35 AM #6Web Hosting Master
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*shrug* - that's one of the reasons why I don't like gnax // tranxactglobal
but like i said, u technically only waited since tuesday ... which is still kind of long
they'll probably come on the boards and say you had a bad email address .... went to spam or bad CC or something.ServGrid - www.servgrid.com - Affordable and Reliable SSD Cloud Solutions
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06-03-2005, 04:51 AM #7Web Hosting Guru
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Waiting
I don't mind waiting, the server was not ordered in emergency but I consider something normal to answer the questions asked via the official helpdesk system.
Anyway, I have been told that the server will be ready today (good to see that there are people taking the time to reply to a request)
Catalin||| >> Web Hosting and PHP/MySQL development services.
||| >> Vacation properties rental script - we are selling and supporting it since 2003: http://www.online-rent.com
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06-03-2005, 05:47 AM #8Web Hosting Master
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Just to put something straight, memorial day isn't a problem, it's a public holiday in the US :-)
ManageMyServices was sold by me in September 2009. I no longer have any affiliation with this company.
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06-03-2005, 07:27 AM #9Web Hosting Master
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WHT usually gets their attention ... even though a simple ticket should be enough. Anyway, I'm sure it was backlog from memorial day and you'll be happy with gnax (they seem to get good reviews on the boards )
Cheers and I wish you the best of luckServGrid - www.servgrid.com - Affordable and Reliable SSD Cloud Solutions
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06-03-2005, 09:29 AM #10Web Hosting Guru
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Simple tickets
If simple tickets aren't answered I don't think the problem can be solved.
I already am a happy customer of GNAX and this makes me more angry because I can understand to have problems with the first time order (they focus on existing customers, right ?) but not when I order a 2nd server.
Note: I am still waiting my server , 7 days after the payment was done.
CatalinLast edited by toma1708; 06-03-2005 at 09:34 AM.
||| >> Web Hosting and PHP/MySQL development services.
||| >> Vacation properties rental script - we are selling and supporting it since 2003: http://www.online-rent.com
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06-03-2005, 09:56 AM #11Junior Guru
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7 days is kinda long.
Maybe is time to reconsider the"I already am a happy customer of GNAX".
Are you sure that you were charged?
multa bafta
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06-03-2005, 10:13 AM #12Web Hosting Guru
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Hi!
Gnax's technical support is very good, if it's an emergency.
Send an email to jhinkle at tranxactglobal.com.
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06-03-2005, 10:28 AM #13Web Hosting Guru
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Problem solved
Hi,
The problem is solved now, the new server is finally available.
I agree with you that their support is very fast, that's why I ordered another one. The network is also excellent.
Catalin||| >> Web Hosting and PHP/MySQL development services.
||| >> Vacation properties rental script - we are selling and supporting it since 2003: http://www.online-rent.com
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06-03-2005, 10:21 PM #14Junior Guru
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Their ticket turn around is much to be desired.. Grow slower GNAX? GG
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06-04-2005, 02:44 AM #15Web Hosting Master
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Well, last time I heard (2 days ago), Jeff is hiring 3 new guys to help smooth out the operation.
Synergy Blue LLC
SonataWeb.net | SynergyBlue.com
USA should so something about: http://www.brillig.com/debt_clock/
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06-04-2005, 06:18 PM #16Web Hosting Master
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well - you ran into several issues with us this last week - on responding to sales- I have not been able to respond as I have spent all my time on operations, hiring 3 new guys to replace one that left, dealing with abuse issues to clear out spamhaus and spews and preparing for hosting con. on top of that john has been out of town for 1 week due to his grandfather passing away and erik was out for 2 weeks because he got married. it has been very hectic to say the least. please accept my personal appology that we were not able to meet your expectation. my explanation is not an excuse - just wanted to give you some information.
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06-05-2005, 01:20 AM #17Web Hosting Guru
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Thank you
Hi,
Thank you very much for your reply. I understand that problems may arise and I hope that my next order will not encounter the same difficulties.
Excepting this, please receive my congratulations for the excellent network and technical support you have provided so far; after my first purchase I haven't regretted one single time my decision during 7 months of service (and therefore, the 2nd order).
Catalin||| >> Web Hosting and PHP/MySQL development services.
||| >> Vacation properties rental script - we are selling and supporting it since 2003: http://www.online-rent.com
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06-05-2005, 04:59 AM #18Web Hosting Master
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Originally posted by sailor
hiring 3 new guys to replace one that left,
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06-05-2005, 06:25 AM #19Web Hosting Master
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Originally posted by efarmer
WOW!! That must be hell of a quy that require 3 to replace.ServGrid - www.servgrid.com - Affordable and Reliable SSD Cloud Solutions
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06-05-2005, 03:03 PM #20Web Hosting Master
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Originally posted by The Broadband Man
or just overworked ... meaning understaffed - which seems to have been the problems to some extent at the root of these gnax complaints.
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06-05-2005, 03:07 PM #21Web Hosting Master
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Ah I see Sailor, totally respect that. Maybe it's time to put down my grudge against tranxact from 2 years ago and give you guys a whirl
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