Web Hosting Talk : Web Hosting Main Forums : Managed Hosting and Services : Platinumservermanagement - first day problems!

[AKWS]

I do not want to be negative about Platinumservermanagement however....
I read some great things about them and of course some bad things...

Today I signed up to try them out, as I just had some major phpexec problems 4 days ago. So I thought a server hardening, and some other things would be great.

After they activated my account, I then made a ticket to harden the server.

Within a two hours or so, they were logged in and updating my server which was a good start.

At which point I assumed everything was under control and they would take care of things. So then I left and went out to a meeting.

When I came home 7 hours later, mySQL was down and I can a whole bunch of clients emailing me. mySQL was down for over 6 hours, which practically killed most clients websites...

Of course I put in a ticket and they had it fixed within 15mins.

However truth of the matter, most of the server sites were down for 6 hours because SQL was down. When they say they will harden your server, they run a script that does all the regular things, then it automatically reboots the server at which point they ASSUME everything is done. However apparently they do not login after to confirm the server and double check everything, which seems like they are only doing half the point.

Point of the post, I do not know if this is common or just special service for me. But I lost some clients because the SQL was down for 6 hours and I would have thought they would do their job.

Can PSM really do the job they offer, or just putting out their sales message.... I don't want to hear about how great everyone thinks PSM is, I would like to hear from people who have problems with PSM wether small or large. As it is only when you have problems, can you see the real character of a business/person. I would love to know the worst they can be, to know if its worth the risk or if they really are good.

[Nick H]

Originally Posted by AKWS

I don't want to hear about how great everyone thinks PSM is, I would like to hear from people who have problems with PSM wether small or large.

If you don't want to hear both sides of a story, don't post it.

I have been with PSM for about 6 months now. I am overall a VERY VERY happy customer. Sure, PSM has made mistakes, as does ALL HUMAN BEINGS. However, did I run to this forum and cry about it? No. I simply submitted a ticket to the "Feedback" department and stated what my problem or suggestion was, and Ethan was more than happy to rectify the situation.

My question for you AKWS is this: Have you tried contacting PSM to resolve this dispute, or did you run to WHT the first chance you got to whine and cry?

[jerett]

Let's not be brutal. I am sure he/she did go to them because the issue was resolved but is simply looking to get constructive feedback on other people's experience with PSM.

AKWS - My experience with PSM was excellent. They always met their guarantee with on response time and I never ran into any problems. Yours might be an isolated oversight on their part - or - something might have conflicted with the reboot. I know you have had the issue resolved but try contacting PSM on their live chat and asking them what resulted in the downtime. I know Ethan would be more than happy to talk to you.

[Nick H]

Originally Posted by jerett

Let's not be brutal.

It's not brutal...I'm just betting he never bothered to contact PSM stating he had an issue with their service.

[ServerManagement]

Originally Posted by AKWS

When they say they will harden your server, they run a script that does all the regular things, then it automatically reboots the server at which point they ASSUME everything is done.

As we stated in the ticket, we NEVER rebooted your server. The server logs and monitoring logs are unequivocal proof as to whether or not "we" rebooted it. I find it unconscionable that you would accuse us of rebooting the server (or accuse us of anything at all) with absolutely no proof at all.

We did not do anything to cause mysql to break. The server crashed or was rebooted by someone (not us) and upon bootup, mysql did not start. You put a ticket in and within 2 minutes we logged into the server and within 15 minutes it was all fixed.

The length of the outage was solely the time it took you to report it to us. We resolved it within 15 minutes of you reporting it to us.

Originally Posted by TwistedPHP

My question for you AKWS is this: Have you tried contacting PSM to resolve this dispute, or did you run to WHT the first chance you got to whine and cry?

Exactly, he first ran to wht at the first chance he got to complain BEFORE even discussing his concern with us.

[jerett]

Of course I put in a ticket and they had it fixed within 15mins.

Well they did contact them regarding the issue and it was fixed. Now whether or not they contacted PSM with their frustration of the matter - I am not sure. What they are clearly asking for is people's experiences with PSM. They know that PSM already has a good rep but would like to hear some of the negative - if any - so they can make a sound decision on their service. (I disagree with this tactic)

UMMM - so I guess my praise of PSM wasn't what they were asking for. HA!!!!

[Nick H]

Originally Posted by jerett

Well they did contact them regarding the issue and it was fixed.

They contacted them regarding the MySQL issue. But, that could have just been a problem resulting from ANYTHING. If he doesn't submit a ticket to PSM stating that he's having an issue with the service, how does he expect it to be resolved?

[jerett]

Well SNAP! I stand corrected. My apologies Ethan and Nick.

[jerett]

Nick - next time I will bring the cheese. So sorry guys!

[frattay22]

Originally Posted by jerett

They know that PSM already has a good rep but would like to hear some of the negative - if any - so they can make a sound decision on their service. (I disagree with this tactic)

all they had to do is use the search button and would find a lot of posts of psm. but anyway, if they've already signed up with them and are using there service, isn't now a little too late to be looking for feedback? that should be done before anyone signs up. obviously he was pleased with the feedback on psm otherwise he wouldnt have signed up in the first place

but regardless, the point is he is blaming them for something that they did not even do, and without even giving the common courtesy of discussing it with them, they come here and whine like a baby

he said he opened a ticket for the problem and it was resolved in 15 minutes, wat more can he want?

ive been with them for years and i am more than happy, as well as many other people on this forum, the polls on this forum show psm has the most votes by far from anyone else

[jerett]

Da'Gum. I guess I will apologize to this whole post. I was only trying to remain professional in the way I addressed them.

[frattay22]

Originally Posted by AKWS

Can PSM really do the job they offer, or just putting out their sales message.... I don't want to hear about how great everyone thinks PSM is, I would like to hear from people who have problems with PSM wether small or large. As it is only when you have problems, can you see the real character of a business/person. I would love to know the worst they can be, to know if its worth the risk or if they really are good.

his story just doesnt add up, sounds like he may be related to a competitor phishing for complaints, idk just my 2 cents

[ModernAdvisors]

Adrian,

I was a customer of Coastinc, who has the same people support for PSM (I believe... correct me if I am wrong). I had a bad experience where an OS reload took over 48 hours for completion. My suggestion is for you to avoid these people.

[marisc]

AKWS's post is absurd, let me say why

first, because ive been with them for about 3 months so far and never have any problems with them
i probably submit more tickets than the average person and there response times are always fast and consistent

second, because he says he signed up today and is already complaining today, that is ridiculous, personally i dont think wht should allow good OR bad feedback from just using a service for 1 day

third, because he says he had "major" problems 4 days ago, to me, it is not unheard of for a server with major problems to crash

fourth, if you say they rebooted your server, where is your proof? or did you even ask them if they did it first? i'd bet you didnt

fifth, because if you got it fixed within 15 minutes of opening a ticket, that in and of itself should make you happy, regardless of anything else

sixth, if you posted but only want to hear bad stuff, then that doesn't make you look good at all. you should have done your research before signing up, and if you still want feedback after signing up, you should not only be looking for bad feedback
all companies have some bad feedback on them, but it means nothing if there are 100 good feedback and 5 bad feedback

seventh, like you said in your own words, you did not check mysql for 7 hours, thats not there fault, they fixed it within 15 minutes from the time you opened the ticket

[Dave - Just199]

It's when you have an issue with your server that you see how your server management company responds. This needs to swing both ways and I think that is what AKWS is missing..

Whenever I have a problem "with my server" that I am not willing to fix PSM is there to handle it.

Whenever I need a tech to bounce something off PSM is there.

They have gone above the call of duty on several occasions which is why I now utilize their services network wide, The price they charge is more than worth the piece of mind alone.