Hi, i'm new to these forums but i thought that i'd share my impressions after sagonet after 3 days.
So we decided to move our customers to sagonet, it was all fine, got our server setup, ordered on friday, got it monday, was chuffed with the server. Till the hard drive started to die on the first day, I received an email from the server, from S.M.A.R.T telling me to backup and replace the drive, so I contact sago and tell them, they explain what the error is etc, and tell me to email them if it happens again, so it happend again and we started to talk about replacing the server. This was when it started to go wrong, they were trying to make me pay for the time for an engineer to go down and replace the drive at $50 an hour, now to me this was totally unacceptable, the hard drives been faulty from the start, why should we pay to get it repaired. So i disputed this in email, and this is how the end of the argument went:
So you're saying a faulty hard drive has been put in our 2 day old server, and we're going to be charged to replace it!?
The errors turned up the day the server was given to us, so I can hardly see why we're being charged to replace it. It's the same as going to a shop buying a blender, taking it home and it dosen't work, then when you take it back, being charged to repair it. It just dosen't happen. It's my opinion that we've been sold faulty hardware.
Now it may have been a little rude on my behalf, but I thought it was the only way at the time.
So they reply with this:
Hard drives are not blenders, but thanks for that little story anyway.
Since your server is only 3 days old I will waive the reinstall fee due to faulty hardware. The drive has completely died, we have a set routine for testing hardware to help "limit" this kind of issue. However...hardware decides on it's own when it wants to die or not. That being said, this drive no longer spins up and will not be mountable. It appears there was just enough 'life' left in this drive to pass our stress test but not enough to hold a full OS.
I'm sorry about this but this happens and there is/was nothing we can do our could have done differently to prevent this. All e can do now is move forward with another tested drive and reinstall.
I will make sure they place a fully tested drive into the server and reinstall with same specs as you ordered. Please allow roughly 3-4 hours before this is completed.
We were happy to have won the argument and not had to pay, but we we're baffled at the blatent sarcasm in "Hard drives are not blenders, but thanks for that little story anyway." Not the best of customer care i've ever seen, but life goes on. So next i asked if they could email all future emails, untill the server is sorted and running again to my gmail account, as the account I was in contact with them was hosted on the server with the dead hard drive, and this was the reply "No, you'll have to create a new user and use that email address." which again left me baffled.
So, that's my 3 day sago story, and we're VERY tempted to change providers. But we'll give them another chance, i'll update you on what happens with the new hard drive.
PSF I may not agree with you on some things, but I definatly agree on this. This is just plain bad buisness practice by Sagonet. Too bad, really, since I was considering them as a dedicated server provider.
One thing I am wondering about is Sagonet's side... this seems unlike them but all I have to go on is what people say here at WHT.
No, you'll have to create a new user and use that email address.
If you require anything further please let us know, take care.
Contact me for anything further.
Total Server Solutions- Servers - Cloud - ECommerce Hosting COLO@Colocation. Perfected.Atlanta - Dallas - Phoenix Weehawken - Los Angeles - Chicago - Seattle - Toronto - London - Amsterdam
There that sounds more like Sagonet... *adds them back to good dedicated server provider list*
In all seriousness this sounds like a potentially bad situation well handled, both by Sagonet and by the OP. Very nice change around here. Nice to not have to hear "THIS HOST SCREWED ME I DEMAND BLOOD!"
In my experience,Sagonet is a good dedicated server provider, their support is very good and the saleman Janson is very nice, every time try to help me and every think sort my problem very fast. I think this case maybe just misunderstand! have a nice days guys!
Server is backup now, and i'm just confiugreing it now, and just as i thought, they continued to email the email address i specifially told them was on the server being reset, but i expected it nether the less.
It's quite unlikely they will ask you to pay for the harddrive change. I have whole servers changed, harddisk changed etc. No additional charge as it should be. That's the whole premise behind dedicated servers: the DC covers the hardware guarantee and is always responsible for replacing faulty hardware.
If you need help communicating to them, let me know.
Thanks for sharing me this. I was about to go with Sago. From what I read about blender, I think I should avoid them.
I think Sago should move the billing date for you as you have not used the server yet.
Anyway, this reminded me a story. Last two years, my 6-month old Mercedes got an engine oil leak. It took them (an authorized Mercedes dealer) 10 days to fix. They had to take off the radiator and they tried to charge me for the cost of the new coolant they put in. What da xxx!
Glad that things got resolved for you, however, I believe there certainly were mistakes made which should not have been. Jason, myself, and a few others, are currently all out of town at a convention, so I'm sorry if we've not been able to reply to things more quickly, but we'll be back Sunday night, and will be available to talk more regurarly should you wish to discuss anything further, we'll be happy to help you in anyway that we can.
Sagonet asking for payment on tech time for hardware failure doesn't sound like the sagonet i know. I used to admin a few dedicated servers hosted at sagonet and there staff has always been curtious and prefessional towards me, and have had a hard drive failure with them once before which was quickly resolved at no charge. As a matter of fact i have plans on getting a dedicated server of my own from them in the near future.