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Thread: GNAX story

  1. #1
    Join Date
    May 2001
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    Iasi, Romania.
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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

    Catalin
    Last edited by toma1708; 06-02-2005 at 11:50 PM.
    ||| >> Web Hosting and PHP/MySQL development services.
    ||| >> Vacation properties rental script - we are selling and supporting it since 2003: http://www.online-rent.com

  2. #2
    Join Date
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    Well this past weekend was memorial day - probably why
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  3. #3
    Join Date
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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

  4. #4
    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.

  5. #5
    Join Date
    May 2001
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    Iasi, Romania.
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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

  6. #6
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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.
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  7. #7
    Join Date
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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

  8. #8
    Join Date
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    1,093
    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.

  9. #9
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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 luck
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  10. #10
    Join Date
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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.

    Catalin
    Last 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

  11. #11
    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

  12. #12
    Join Date
    Apr 2003
    Location
    Lisbon - Portugal - Europ
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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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  13. #13
    Join Date
    May 2001
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    Iasi, Romania.
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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

  14. #14
    Join Date
    Nov 2002
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    202
    Their ticket turn around is much to be desired.. Grow slower GNAX? GG

  15. #15
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    Well, last time I heard (2 days ago), Jeff is hiring 3 new guys to help smooth out the operation.
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  16. #16
    Join Date
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    Houston Texas
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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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  17. #17
    Join Date
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    Iasi, Romania.
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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

  18. #18
    Join Date
    Aug 2003
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    833
    Originally posted by sailor
    hiring 3 new guys to replace one that left,
    WOW!! That must be hell of a quy that require 3 to replace.

  19. #19
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    Originally posted by efarmer
    WOW!! That must be hell of a quy that require 3 to replace.
    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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  20. #20
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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.
    we ll - actually we are getting one to replace - then we had one headcount to fill to take some load off and I went ahead and ghot one more for good measure to get ahead of the game.
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  21. #21
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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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