Web Hosting Talk : Web Hosting Main Forums : VPS Hosting : Problem with VPSEmpire

[cikul]

I am having problem with VPSempire. Started from yesterday, my VPS server suddenly down, I have contacted their support and after 3 hours they replied that they have unplanned maintenance on their server, and they promises will contacted us if maintenance process was done. And 2 hours after they reply my ticket, they inform me that server back online (5 hours downtime).

After they notified thay server back online, i check my VPS, but i see that my VPS still not alive. I contacted them again, and Gavin just says "Attempt a reboot via HyperVM Maybe?". I replied to ask about HyperVM main IP to access HyperVM, because on their second activation mail (yes second activation, because they have moved their servers), they don't inform me about main IP to access HyperVM.

But Until now.. Gavin did not respond my Email. It's more than 15 hours until now and my problem at VPSEmpire not resolved. I Frustrated about this issues, because my client complained me hard .

This is transcript of my email ticket :

----------------------------------------------
Eka Budi Mahardhika Putra Posted On: 24 Jul 2008 06:25 AM
hello support,

my vps cannot be accessed again, any problem with your main node server? or just my VPS?

Please respond ASAP
----------------------------------------------
Gavin Hanson Posted On: 24 Jul 2008 11:00 AM
Hi Eka, The server is currently down for maintanence, We will update you shortly.
----------------------------------------------
Dhika Cikul Posted On: 24 Jul 2008 12:08 PM
what is estimating time this will be done?

2008/7/24 Gavin Hanson :

> Hi Eka, The server is currently down for maintanence, We will update you
> shortly.
>
> Ticket Details
> Ticket ID: KSW-244967
> Department: VPS Customer Support
> Priority: Critical
> Status: Open
>

--
Dhika Cikul
http://dhika.cikul.or.id
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Dhika Cikul Posted On: 24 Jul 2008 01:32 PM
No confirmation again? how long i must wait for this downtime? i lost my customer regarding this issues. Can you give me assurance how long i must wait??
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Gavin Hanson Posted On: 24 Jul 2008 01:53 PM
The servers are back online now however any changes made to your files will be lost as we will be restoring a backyp made earlier today.
----------------------------------------------
Dhika Cikul Posted On: 24 Jul 2008 02:10 PM
My VPS still cannot pingable, and i can't access to SSH
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Gavin Hanson Posted On: 24 Jul 2008 02:15 PM
Attempt a reboot via HyperVM Maybe?
----------------------------------------------
Dhika Cikul Posted On: 24 Jul 2008 02:21 PM
you never give me HyperVM url? con you provide my HyperVM account?
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Dhika Cikul Posted On: 24 Jul 2008 02:31 PM
Hello Gavin,

I Don't know main IP for access to HyperVM, could you give me IP address to access HyperVM, My VPS was downed so long, and i afraid my client will leave me
----------------------------------------------
Dhika Cikul Posted On: 24 Jul 2008 02:58 PM
Hi Gavin,

No info? please do it ASAP. can we talk from online chat?
----------------------------------------------
Dhika Cikul Posted On: 24 Jul 2008 06:51 PM
GAVIN,

I can't wait again, it takes so long for answer just main IP to access HyperVM. My VPS Have down more than 10 Hours!!!!

Why no answers from you??
----------------------------------------------
Dhika Cikul Posted On: 24 Jul 2008 07:07 PM
GAVIN,

I can't wait for long again. My VPS have downed for more than 10 hours, I
just asked you about main IP to access HyperVM, but no reply. can you do it
faster??


2008/7/24 Gavin Hanson :

> Attempt a reboot via HyperVM Maybe?
>
> Ticket Details
> Ticket ID: KSW-244967
> Department: VPS Customer Support
> Priority: Critical
> Status: Closed
>

--
Dhika Cikul
http://dhika.cikul.or.id
----------------------------------------------
Dhika Cikul Posted On: 24 Jul 2008 07:07 PM
GAVIN,

I can't wait for long again. My VPS have downed for more than 10 hours, I
just asked you about main IP to access HyperVM, but no reply. can you do it
faster??


2008/7/24 Gavin Hanson :

> Attempt a reboot via HyperVM Maybe?
>
> Ticket Details
> Ticket ID: KSW-244967
> Department: VPS Customer Support
> Priority: Critical
> Status: Closed
>



--
Dhika Cikul
http://dhika.cikul.or.id
----------------------------------------------
Dhika Cikul Posted On: 24 Jul 2008 07:20 PM
Gavin,

If I must pay to back my VPS online, I will pay, but please up my VPS Now..!!!

From that conversation, last answers by gavin on 24 Jul 2008 02:15 PM, after that they don't respond my email again, and until my last email 6 hours ago, they still not respond my email and my VPS still down

I have try to contact them from phone to numbers provided on their site :
US International Rate:
Line #1: 1-310-599-5665
Line #2: 1-310-499-9852

But no answer, even Line 2 is wrong number I heard that i put wrong number when i call Line 2.

Anyone knows Gavin? please help me to contact him, if my vps can't alive, i just need all my data at this VPS back.

Sorry and Thank's

[blomstervand]

i bought a VPS from them a week ago. I did experience the maintance, so my game server closed. I just opened hypervm and rebooted server and then all worked fine again. I havent really had any issues with them yet.

[cikul]

yes.. I never had any problem before except their slow response for email ticket. I have explained that i just need main IP to access HyperVM, but no response from them until now

If you have VPS at them too, can you provide me IP address to access their HyperVM, cause i did not found at their activation mail. you can PM-me the IP.

My VPS still down until now.. and my ticket still not responding by them.

Thank's

[cikul]

Hello blomstervand,

Thanks for your help, but IP you provided to me was not one node with my VPS. Maybe i am on different Server.

now i just wait response from VPSEmpire

[user24787]

cikul, please see below a quote from our website:

Originally Posted by VPS Empire.com

Office Hours Open Close
Monday 09:00 17:00
Tuesday 09:00 17:00
Wednesday 09:00 17:00
Thursday 09:00 17:00
Friday 09:00 15:00
Saturday 10:00 14:00
Sunday Closed

Look at the times 90% of your tickets are posted so dont complain about slow responses.

However we dont offer support via public forums and therfore have warned you in breach of our Terms Of Service.

Your HyperVM info was mailed to you, and your account is setup and running perfectly.


On another note,
Reason for downtime is that we are moving our final few systems from FDC/Chicago to our new Facility in LA, This is how we plan on offering you, our customers a much better experience, unfortionatly we CANNOT help that our old facility is so unreliable, However we have onsite staff in the new facility that have 24 Hour access to the systems to ensure everything is ran smoothly.

We have apologied on more than one occasion for the downtime caused by this move. Unfortionatly we cant do much about it, if we dont move you will get even more downtime. After the move your services will be held with the guaranteed SLA.

[cikul]

Great Jokes Gavin,

I see at your signature now (if you not changed after i post this thread),

VPS Empire "Start Building Your Empire Today!"
High Quality VPS Services at Shared Pricing. With outstanding customer support.
Telephone Support - Live Help Support - 24/7 Ticket Helpdesk
US & UK Sales Offices Now Open!

Looks, you said that you have Telephone Support - Live Help Support - 24/7 Ticket Helpdesk. But what is the real? I try to contact you by phone but Failed, Your Live Help Support always offline, and your ticket helpdesk answer was very slow, and you said at this thread that you answered ticket only at office hours, Where is 24/7 Ticket Helpdesk??

At my last ticket, i just want to get HyperVM account to get back my VPS and my Files, you give me HyperVM account, but i see that VPS you provided to me was new VPS, i did not found my Files there, all default like a new VPS. And i Ask you again to get real account of my VPS, but you still give me that wrong account.

Gavin Hanson Posted On: 25 Jul 2008 05:25 AM
i have rebooted your VPS please be patient and not submit loads of tickets/replies out of office hours.

Ticket Details
===================
Ticket ID: KSW-244967
Department: VPS Customer Support
Priority: Critical
Status: Closed
--------------------------------------------------------
Dhika Cikul Posted On: 25 Jul 2008 05:40 AM
Hi Gavin,

Still not up. Could you give me IP address, user & password to access HyperVM?
--------------------------------------------------------
Dhika Cikul Posted On: 25 Jul 2008 06:14 AM
Gavin,

My VPS still not up until now.. It's complete 24 hours downtime for my
VPS. you don't answer my questions about HyperVM link login too..

If i must pay something to make my VPS up, please inform me, I will
pay. i need now is just my VPS back online.

2008/7/25 Gavin Hanson :
> i have rebooted your VPS please be patient and not submit loads of
> tickets/replies out of office hours.
>
> Ticket Details
> Ticket ID: KSW-244967
> Department: VPS Customer Support
> Priority: Critical
> Status: Closed
>


--
Dhika Cikul
--------------------------------------------------------
Gavin Hanson Posted On: 25 Jul 2008 08:20 AM
For the second time:

http://xx.xx.xx.xx:8888
Username: openvz410.vm
Password: *********

Also if you email me then nobody else is going to see your ticket. DO NOT CC my personal addresses.
--------------------------------------------------------
Dhika Cikul Posted On: 25 Jul 2008 10:21 AM
Gavin, that looks not my VPS Server, my VPS IP was 66.90.75.113.

Can you give me correct HyperVM Account?
--------------------------------------------------------
Dhika Cikul Posted On: 25 Jul 2008 11:04 AM
Please Gavin,

Please give me correct vps user for HyperVM

I just hopeful, you will respond my ticket ASAP. I don't know what must i do now... My Client threat me to make their website online on this 1 hours, if not their lawyer will prosecute me.

Like i said before, if i must pay something to make my vps up quickly, i will pay you. I'm on wedge condition now
--------------------------------------------------------
Gavin Hanson Posted On: 25 Jul 2008 11:07 AM
Please see my earlier response:

For the third time:

http://xx.xx.xx.xx:8888
Username: openvz410.vm
Password: ***********
--------------------------------------------------------
Dhika Cikul Posted On: 25 Jul 2008 11:11 AM
yea..like i said.. that not my VPS.. i can't found my file on that VPS.

and on the VPS information listed that the IP 67.205.137.113, but my last IP
was 66.90.75.113

* Information * * . * vpsid 410 Location /vz/private
osimage centos-5-i386-cpanel Resource
Plan
console openvz410vm @ 67.205.137.3 IP 67.205.137.113

And the last Ticket you send to me scary me...

I've suspended your account now Dhika, if you need to recover your files you will be required to purchase them from us as per our Terms Of Service, Ive warned so many people and you yourself accepted our Terms Of Service stating that if you use WebHostingTalk or any other forums to seek support your account would be suspended. ive also asked you NOT to include my personal data in email CC Field! so DO NOT do it in the next reply.

You can retrieve your VPS after you have explained in your thread on WHT how its your own fault, Your HyperVM login details ARE for your VPS. ignore the IP's its a glitch in the system we didnt develop it therfore we cant explain it.

You suddenly suspended my VPS for reason i intimidate you as like in your TOS. for you know.. I Will Never Post My Problem at WHT if you respond my Ticket ASAP. But looks at this thread, how much time i must wait for just reply about my HyperVM account.

My VPS completely down for 24 hours, and you condemn me for your unprofessional service.


Now i will never get my data back, because i don't want make apologize for your unprofessional service. And i must make liaison to my client because of this, I don't know what must i say to my client, but i hope no one again will be getting situation like me.

[user24787]

1) 90% Of Your tickets are in extremely bad english and we suffer trying to make out what they say.

2) We have a 24/7 Helpdesk, you can access it cant you? and was my 1st reply not at 8:20am Today? (Being 40mins before offices opened).

As you well know we are making some huge company movments at present and are working towards a better future within the company. We dont support via Forums, If you contact us you will get a reply but sending in 7 Ticket replies within an hour is unacceptable and to be purely honnest As the host and your provider i now wish to decline your services at VPS Empire. You can collect your files as ive said already.

Everytime i've rebooted your VPS since these complaints its come back up perfectly fine yet you still make these false accusations. Id reccomend finding a host that can understand the questions you are asking.

[cikul]

Originally Posted by user24787

1) 90% Of Your tickets are in extremely bad english and we suffer trying to make out what they say.

Yea.. english is not my main language, sorry if my english is bad.

Originally Posted by user24787

2) We have a 24/7 Helpdesk, you can access it cant you? and was my 1st reply not at 8:20am Today? (Being 40mins before offices opened).

Can you give me average of your ticket response time, you answered my ticket at 02:15pm, i replied, and you answered my reply next day at 5:25am. How long you answered my ticket?

Originally Posted by user24787

As you well know we are making some huge company movments at present and are working towards a better future within the company. We dont support via Forums, If you contact us you will get a reply but sending in 7 Ticket replies within an hour is unacceptable and to be purely honnest As the host and your provider i now wish to decline your services at VPS Empire. You can collect your files as ive said already.

Everytime i've rebooted your VPS since these complaints its come back up perfectly fine yet you still make these false accusations. Id reccomend finding a host that can understand the questions you are asking.

Yea.. i will find another VPS provider that have great support response time, and have great feedback about customer problem.

Thank's

[user24787]

We have no place for ignorance nor arrogance at VPS Empire, and we will not tolerate it.

[eclouds]

I don't mean to get involved here, however you suspend users for posting in public forums?

[user24787]

Not at all, This customer is for lack of a better word a "Nuisence" we have ticket after ticket from them about very novice things, i understand people need to learn and its a helpdesk & everything. I've suspended this customer on the basis our terms of service clearly state we offer no such support via public forums.

At the end of the day this customer has been suspended for a bad review that isnt accurate. They have not only cost us money but also lied about our company.

As the Host and Founder of the Company i have every right to decline service. Read my ToS it says there in white 'n' Blue, its down to our disgression.

[eclouds]

If you mean 'discretion' not 'disgression' then I suppose you are politically correct.

[hertzwebsolutions]

With all due respect suspending someone for posting a negative review is unprofessional at the very least. Yes the client is angry, yes they're worried about their data so who can blame them for trying to get a reply to their ticket about what the heck is going on. To comment on the clients language on a public forum is simply despicable and downright rude. Equally commenting on the tickets sent in from this client as 'novice', again on a public forum, isn't fair. The client has posted their experiences and you have gone on a personal assault of the clients intelligence & dialect perhaps trying to resolve the issue or at least take it to PMs/Email would have been a better course of action?

[user24787]

hertz,
How come the customer is allowed to post an opinion but im not allowed to post mine? Afterall you have just called me unprofessional etc which is no different to me speaking to this customer in such a mannor.

To be fair its got nothing todo with you, nor anybody else which is exactly my point the customers account wasnt suspended due to this thread it was simply the tip of the ice burg,

We respond to tickets when we can as any company does. Keep on throwing the arrows but our company has over 2500 customers and there all pretty much happy, infact we have had alot of reviews of how great our service is. If a customer wants to send tickets to my personal mail account then serves themselves right for not getting a reply im not here 24/7 thats what i hired staff for.

[hertzwebsolutions]

Originally Posted by user24787

hertz,
How come the customer is allowed to post an opinion but im not allowed to post mine? Afterall you have just called me unprofessional etc which is no different to me speaking to this customer in such a mannor.

To be fair its got nothing todo with you, nor anybody else which is exactly my point the customers account wasnt suspended due to this thread it was simply the tip of the ice burg,

We respond to tickets when we can as any company does. Keep on throwing the arrows but our company has over 2500 customers and there all pretty much happy, infact we have had alot of reviews of how great our service is. If a customer wants to send tickets to my personal mail account then serves themselves right for not getting a reply im not here 24/7 thats what i hired staff for.

By all means I don't doubt that the majority of your clients are happy, otherwise you wouldn't be in business still. I do however feel it was a tad unfair to start attacking the client over somewhat personal issues on a public forum.

You are correct, this isn't anything to do with me and I apologise for sticking my nose in so to speak. Best of luck resolving this issue.