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  1. #1
    Join Date
    Oct 2004
    Location
    Oakville, ON
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    229

    LxLabs Piss Poor Support

    Hello all,

    I must say, I am rather surprised. I have a client (consulting work) who wanted to get into selling VPS. A simple email to LxLabs regarding their licenses promotion as quoted below:

    "Hello,

    I just want to confirm a few things, as I am new to this service. When I enter my HyperVM Licenses It says for the master machine how many do I plan to use.

    If I simply say 2 can that be updated at any time? I have 2 vps that need to be setup tomorrow, however I am also actively selling VPS but do not want to pay unless they are being used.

    Any insight would be great! "

    And the response I got was outta this world:

    "Pricing is the same for everyone, either one night with your underage sister, or a dead cow."

    Has anyone ever had this issue?

  2. #2
    Join Date
    Jan 2007
    Location
    Miami Beach, FL, USA
    Posts
    764
    That's interesting.
    Last edited by eclouds; 04-01-2009 at 05:49 PM.
    Website Design and Marketing in France
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  3. #3
    Join Date
    Oct 2004
    Location
    Oakville, ON
    Posts
    229
    Hello,

    Just to be fair, below is the screen shot of the conversation from their "helpdesk".

    Also elcouds, please don’t discredit myself. I have been around the industry as long as you. Or at least on FreeWebSpace and the "Temporarily Suspended" tag on my name is due to an glitch issue with the latest hacking which Bear is aware of and will be fixing.
    Last edited by Josh-D; 04-01-2009 at 05:46 PM.

  4. #4
    Join Date
    Jun 2003
    Location
    UK
    Posts
    6,596
    Therse another thread from VN-Ken with a similar report but he thinks hacking, which would make a lot more sence.. (and its someone I would trust to post the truth)
    Rus Foster - Director of Cloud @ UK2 Group
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  5. #5
    Join Date
    Oct 2004
    Location
    Oakville, ON
    Posts
    229
    I had considered that a possibility, as it took a few days for a response and then that’s what I get. I have emailed and posted on their forums for an update.

    None the less, that’s very distasteful.

  6. #6
    Join Date
    Jan 2007
    Location
    Miami Beach, FL, USA
    Posts
    764
    Quote Originally Posted by Josh-D View Post
    Hello,

    Just to be fair, below is the screen shot of the conversation from their "helpdesk".

    Also elcouds, please don’t discredit myself. I have been around the industry as long as you. Or at least on FreeWebSpace and the "Temporarily Suspended" tag on my name is due to an glitch issue with the latest hacking which Bear is aware of and will be fixing.
    That explains it I thought you got suspended for posting this.
    Website Design and Marketing in France
    www.SagaNET.fr

  7. #7
    Join Date
    Mar 2009
    Location
    LAX, DAL, MIA
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    8,684
    Interesting lol i wish there was a glitch for Preminuim Membership haha jk :p
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  8. #8
    Join Date
    Feb 2004
    Posts
    371
    I think they got hacked.. again..

  9. #9
    Join Date
    Jun 2008
    Posts
    323
    They do make one hell of a product though. In defense of lx I must say they are geared solely for the mass of "no support needed" admins. I know your question was simple and to the point but they probably have documentation (if you search hard enough) which would fully explain 99.9% of issues. I had an issue with there latest update and rdiff but instead of trying to fix an issue which will self-heal on the next update I just decided to do rdiff manually and bypass their built in option. Lx is a great company in my opinion.

  10. #10
    Join Date
    Jun 2006
    Location
    United Kingdom
    Posts
    1,766
    Quote Originally Posted by bigks View Post
    Lx is a great company in my opinion.
    Great company!? Don't you mean product?

    Maybe if they invoiced customers they could hire support...
    -- Adam

  11. #11
    Join Date
    Jun 2008
    Posts
    323
    Quote Originally Posted by Adam H View Post
    Great company!? Don't you mean product?

    Maybe if they invoiced customers they could hire support...
    Oops, yeah meant product. I guess we found the anal one in the group.

  12. #12
    Join Date
    Jun 2003
    Location
    UK
    Posts
    6,596
    Well I'm shutting down our HyperVM installs just to be safe...
    Rus Foster - Director of Cloud @ UK2 Group
    VPS.net - True Cloud Hosting powered by OnApp and HP SANS
    Tel: +447714137805 | Email: rghf@uk2group.com

  13. #13
    Join Date
    Jun 2003
    Location
    UK
    Posts
    6,596
    http://forum.lxlabs.com/index.php?t=...833&#msg_60833

    "Actually, the problem was that our admin password was the same as the one we used for our password at webhostingtalk.com, and so somebody figured out our admin password.

    There is no other issue here.

    thanks."
    Rus Foster - Director of Cloud @ UK2 Group
    VPS.net - True Cloud Hosting powered by OnApp and HP SANS
    Tel: +447714137805 | Email: rghf@uk2group.com

  14. #14
    Join Date
    Jun 2006
    Location
    United Kingdom
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    Quote Originally Posted by a2b2 View Post
    I would say thats quite a big issue.
    -- Adam

  15. #15
    Join Date
    Oct 2006
    Location
    /usr/src/linux/
    Posts
    699
    Great job reusing passwords, when will people learn.
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  16. #16
    Join Date
    Jun 2008
    Posts
    1,471
    Quote Originally Posted by a2b2 View Post
    http://forum.lxlabs.com/index.php?t=...833&#msg_60833

    "Actually, the problem was that our admin password was the same as the one we used for our password at webhostingtalk.com, and so somebody figured out our admin password.

    There is no other issue here.

    thanks."
    WOW. They must have had a dictionary password or something, md5 + salt isn't that easy to brute force when you have a good password.

  17. #17
    Join Date
    Mar 2004
    Location
    Seattle, WA
    Posts
    2,548
    I am puzzled by the phrase 'figured it out'
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  18. #18
    Join Date
    Oct 2004
    Location
    Oakville, ON
    Posts
    229
    Quote Originally Posted by bigks View Post
    They do make one hell of a product though. In defense of lx I must say they are geared solely for the mass of "no support needed" admins. I know your question was simple and to the point but they probably have documentation (if you search hard enough) which would fully explain 99.9% of issues. I had an issue with there latest update and rdiff but instead of trying to fix an issue which will self-heal on the next update I just decided to do rdiff manually and bypass their built in option. Lx is a great company in my opinion.
    I had always heard good stuff about the product, thats why I recommended it as their start as they do not have as much money as I would like to see them have when starting in the industry.

    But that kind of response, is very scary.

  19. #19
    Join Date
    Oct 2006
    Location
    /usr/src/linux/
    Posts
    699
    They should at least email everyone and notify/apologize for the rude replies and update on the current situation. Someone replied to my ticket saying that they "worked my mother" my mother is a saint !
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  20. #20
    Join Date
    Oct 2004
    Location
    Oakville, ON
    Posts
    229
    Agreed,

    Well I don’t really see a point carrying on this conversation. It is apparent that LxLabs is to a degree unprofessional with their attitude of this happening.

    It is also apparent they did not do this intentionally. However this is harmful if they do not contact me now to apologize etc. As the quote they sent is what my client will see. Even with a note, that will turn them away for sure.

  21. #21
    Join Date
    Jan 2002
    Location
    New Zealand
    Posts
    6

    Invoices

    Quote Originally Posted by Adam H View Post
    Great company!? Don't you mean product?

    Maybe if they invoiced customers they could hire support...
    I totally agree. I have been trying to pay them for about 6 months and get nothing back from there support regarding monthly invoices. I never would have thought it was be so hard to pay a company.

  22. #22
    Join Date
    Oct 2007
    Location
    United States
    Posts
    1,173
    I figured something was wrong when I received a reply to an old ticket today with this:

    "Boy you really suck donkey c***s."

    I guess you shouldn't post any server information in their tickets from now on. If you can't use their support ticket system for security reasons, then I'm not sure how you can get support from them.
    Last edited by DMEHosting; 04-01-2009 at 10:13 PM.
    www.DMEHosting.com - DME Hosting LLC | Servers, KVM/OpenVZ VPS's, Email Hosting, Web Hosting

  23. #23
    Join Date
    Nov 2006
    Posts
    41
    At least you got a reply. I've had MULTIPLE tickets opened on LxLabs for many months that have gone unanswered. I have never gotten a single reply (tried from many different email providers). Support is non-existent. Since we couldn't get any support we built our own infrastructure. Even the forums go unanswered.

  24. #24
    Join Date
    Oct 2007
    Location
    United States
    Posts
    1,173
    I guess I can't complain about the hacker, at least he gives some customer service. (replying to support tickets)
    www.DMEHosting.com - DME Hosting LLC | Servers, KVM/OpenVZ VPS's, Email Hosting, Web Hosting

  25. #25
    Join Date
    Sep 2005
    Location
    Canada
    Posts
    644
    Quote Originally Posted by Speedy059 View Post
    I guess I can't complain about the hacker, at least he gives some customer service. (replying to support tickets)
    Nice.

    What about the passwords people put in support tickets when they asked for help? This could get ugly.
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