QuickPacket had negative reviews last year about the network and outages. Not many positive reviews I only found 2. This year there's not much lately negative reviews. I guess they're learning their mistakes from last year and trying to improve this year, more secure the servers to prevent the downtime or any issues.
Now, I want to hear how's QuickPacket:
- Support, 24/7? (Sales is not 24/7)
- Response, timing
- More staff? (One of the negative reviews stated QuickPacket had 1 tech on duty at night)
I've had servers colo'd with Quickpacket for I believe a year and a half now. I give them two thumbs up. Network has been solid for awhile now, and I can't remember the last time there was an outage. Support is usually very quick, and I don't have any issues with their support. Not sure about the amount of staff they have, but response to support tickets at anytime hasn't been a problem.
Let me know if you have any other question's about quickpacket, and I'd be happy to answer them for you.
Here is short part: I was very picky customer at QuickPacket and required managed dedicated server. Their support had lack to press reboot button more than 1 hour and helped to answer instead did their hand job, made me do myself. With emergency issues, they did not response within 1 hour, regarding their terms/sla. Also they all responded "thanks." in the end line sounded 1 person.
The most issue was I accidentally chown -R in / not /root folder. I created help thread in Technical & Security issues, please read http://www.webhostingtalk.com/showthread.php?t=564484 You see they (wht members) were helpful than QuickPacket. QP did not tell me about rescue disk or set chown ownership.
I finally fixed the chown root ownership from that thread. The support said I need to set the permission for exim, apache with different ownership. I was panicked and decided to hired the tech to fixed the chown root / permission folders. I replied to the support to request rescue disk as they said the tech is not there and will get rescue disk when he comes back. Then my tech has fixed the permission on /home /var named everything regarding to cpanel sites, not the rest because the server crashed. About the same time support put up rescue disk. I could not stop them and thought the disk will go back to normal. I kept asking where the support are, none responded until around 3-5 hours. They stated they do 1 hour response for critical issues.
I was about to get OS reload again, therefore they already refunded few secs after plugged my server out. If this won't be happened, I could not asked for a rescue disk while hired tech to fixed the chown and perms. Very complicated to explain.
Apart from chown -R / accidental, my satisfy used QP's services: Support: 6/10, around 15-30mins. I had a SLA credit for support responsed after 12 hours in 3 different tickets. Support hand managed: 3/10 Non-critical response: 6/10 Critical response: 3/10 Reboot timing: more than 1 hour for critical (2-3 times) Target customers: they seem target highly experienced customers and do not want to deal with a customer who is new to dedicated or 1st level admin customer. All my issues were under basic managed.
We tried to be as accommodating as possible to this customer, but we finally decided after trying to reason with her that she was going to be impossible to work with going forward.
Looking back over her support tickets, she was extremely abusive to our staff on multiple occasions. She repeatedly abused the emergency support ticket functionality despite being told what qualified as an emergency issue.
She also took her end users' support tickets and forwarded them to us. We do not provide support for a customer's end users.
The customer was running insecure software (old versions) on her customer's accounts which allowed a hacker to get in and compromise the box. We told her that the best course of action was an OS reload. We gave her a discount on the price of the OS reload. After the OS reload, we spent several hours installing cPanel and securing the box, which normally would have been billable labor, but we waived the fees for this instance.
Once we turned over access to the customer's server, she had a 3rd party technician log in and upload files from a remote backup site somewhere. The 3rd party never put the right permissions or ownership on the directories of each user on the server. Since this was not included in our support level, we offered to fix the permissions and ownership at our billable labor rate. Instead, she asked what commands she needed to use so she could fix them herself. We gave her the proper commands, but she apparently decided to use commands she got elsewhere, resulting in a "chown -R username:username *" in the / directory of the server. We again offered to fix this at our billable labor rate, and also offered to do an OS reload. She instead decided to hire the 3rd party support to come in again. We put the system up on a rescue disk so they could get in. We verified that the system was up and accessible with the rescue disk. The customer accused us of not putting the system up on a rescue disk.
After several more extremely rude and abusive tickets, it was clear that the customer and the 3rd party support were either unable or unwilling to fix the problems. It was also clear that the customer was not going to allow us to fix the ownership and permission issues under billable labor, and also would not order another OS reload.
We told the customer that we would issue a full refund for the remaining service of November and December. I think this was the best outcome for everyone involved given the circumstances.
Last edited by qps; 12-11-2006 at 12:11 PM.
Located in Atlanta, GA and Los Angeles, CA
Dedicated Servers, KVM, Xen & OpenVZ VPS, Co-location, R1Soft Data Backup, Shared & Reseller Hosting
I have enjoyed Quickpacket's service very much. Any support tickets I have sent in have been responded to within 15-20min and the technicians were always kind. I have never had problems with network downtime or my server.
The reason I signed up with them was because of their low prices, but I later found out you get much more than that. I would recommend them to a friend.
I panicked, tried to retrieve the server and tried to be patient while your support took so long to response in emergency support ticket. Your support shall not leave me behind without known what was going on. How could I extreme rude to your staff, did I swear bad language? No. it was your job to took care of my issues or replied of what your solve were. Without been patient, I took out and used the cap asked where your support were, after non-responded average 3 hours per replied.
> She also took her end users' support tickets and forwarded them to us. We do not provide support for a customer's end users.
What's that point? I know you do not provide the support for my customers. The sales (mostly you) answered:
"We can answer questions for you, but we can't support your customers for you. If you forward all of their questions to us every time, and it gets excessive, that may be a problem." You stated you can answer questions NOT support my customers nor kept forward the questions. It was average 2-3 questions, very small. I only asked your support when I could not resolve nor how to by my customers' issues.
> The customer was running insecure software (old versions) on her customer's accounts which allowed a hacker to get in and compromise the box. We told her that the best course of action was an OS reload. We gave her a discount on the price of the OS reload.
Again I don't see what that point is. I already removed the insecure scripts, probably it came back, tech could not find out. I have to say that was different issue apart from plugged my server out by chown -R accidental. The reason you gave me a discount $5 off OS reload price because of your delay support response.
> We gave her the proper commands, but she apparently decided to use commands she got elsewhere, resulting in a "chown -R username:username * in the / directory of the server".
Looks like you did not read my help thread I forgot to enter cd directory first before chown *. I could not access your support area to collect information for this review. Actually you still have my record of email address but the password incorrected, I suggest you remove my email. Your billable labor rate is $70hr is expensive than I hired 6 yrs+ tech. Yes WHT's quote, you get what you pay for.
> Once we turned over access to the customer's server, she had a 3rd party technician log in and upload files from a remote backup site somewhere. The 3rd party never put the right permissions or ownership on the directories of each user on the server. We put the system up on a rescue disk so they could get in. We verified that the system was up and accessible with the rescue disk.
Wrong. My tech could not log in ssh to restore the backup or fix the permissions in halfway to complete the rest due to server crashed. Again this is very complicated to explain. After you installed rescue disk, you replied my server didn't look like it's going to work because it's not letting you changed the root password and stuck where I was before. How could you say you verified rescue disk possible accessible? My tech could not access the live disk remote. I told my tech you did it and he said it didn't. So I tried asked you if you did put up disk. You accused me I lied to your team of not putting live cd. I just followed what my tech said as he could not access the live cd where he could set permission. How could I know? I am not administrator. You blamed me for no reason. Repeatedly posts for live cd accessible, your support ignored. It did not mean you did not put up live cd. My tech tried to get into live cd which he thought disk isn't up due to non-accessible. You just plugged out server out as soon as (without provide limit hours/days, lucky I had offsite backup) and ignored my replied of what my tech said. This is very unprofessional what you did! No explanation, nothing except you replied you are going to refund. The reason I repeatedly because your support did not response average 3 hours per replied in an emergency ticket. It was not easy for me to know nothing. You should've inform customers then it will be calm which many hosting customers NEED to KNOW. Without response, they will repeatedly which make you think it is harassing or too much dealing.
This is all about rescue disk non-accessible at QP and things about chown -R * accidental is nothing to do with QP. I had right not to go with you for the ownership and permission under billable labor. The reason I could not order another OS reload because it was not necessary by my tech and help thread. Actually I did saved $$ for another OS reload and $70hr billable labor. After disk installed, ssh could not log in then server plugged out, refunded.
Lately, I have less support issues. QP is a very big different, they did not handle their hand job very much, just answered short info. With managed, they explain more and help by hand. QP support sounds 1 person runs because he uses 'thanks.' in every ticket.
This is my first review of QuickPacket rather than other VPS and Dedicated providers I have been with. This review is not about bash QP's services. It is all about my satisfied used QP's services, so the other users can read before sign up.