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06-21-2009, 08:57 PM #26Newbie
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- Jul 2008
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- 14
Wow, this thread has been really active... Ok, the multiple tickets per day, was my partner's fault because he panic everytime the server when down.
I have to apologize to you guys because it was 3 servers, and I only said 5 because I didn't want platinum to backstab us after reading this. (I mean they had full access to our servers)
After I posted this message, they canceled our services, with the server still down may I note and we could not access anything because the passwords were all in PSM. I just formated all the servers, and hired another team.
I have been with PSM for over 6 months now, and initially they were good, I think it was only after we got attacked by a sql injection, and my partner opening multiple tickets, did the service turn from good to horrible. You have to understand, that if you have a website that gets over 300,000 traffic per day, you start panicking if the site goes down.
The issue was later resolved after we got someone to fix the code. Ok, so code problem, I understand it wasn't platinum's problem, but after that point I think platinum blacklisted us, and that's when the stupid tickets started occuring, and the delayed long reply.
We requested for some dns settings changed, but after 3 days of going though a whole bunch of commotion, it wasn't changed and I had to format the server and get them to do it from scratch. (I can go into more details if you like)
The next problem just occurred last week, they didn't know what was going on besides that apache was crashing constantly. I mean you would think that a server admin that did all the ddos software protection installation would at least know what a ddos attacked looked like?
Well that problem wasn't fixed and we were beating around the bush for about 2 days before I posted this thread.
And the 4 to 6 post daily was a false accusation, my partner only did it when he started panicking, other then that we never bugged you guys. That's why we didn't even get our third server set up since we didn't really need it at the moment.
I have to admit, they were good in securing the servers, and know their stuff up to a certain level, but once random issues start coming up such as ddos attacks, mysql injections, etc. It was off the top of there head...
Anyways, that's just my opinion... I was just quite pissed off that day when I posted that thread....0
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06-21-2009, 09:42 PM #27Web Hosting Master
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The account holder is responsible for the actions of anyone they give access to. The situation that I explained was regarding the account's activity, it does not matter which partner did what in the account, the bottom line is that the account submitted a very high amount of tickets and was very abusive to our staff.
You intentionally mislead everyone by exaggerating your complaint. This is a perfect example that just further proves my point about your actions.
Yes we did close your account after you made this post, what did you expect? You should not expect to continue using a service that you just publicly ridiculed.
There were absolutely no unresolved tickets. Every ticket was already closed before we your account was closed. We would never close an account with unresolved issues no matter what.
As I stated before, absolutely none of your tickets ever exceeded our 24 hour maximum guarantee, period.
And even though there was an enourmous amount of tickets that you submitted, the majority of them were always completed within a few hours.
This is not true at all. We setup the dns on the server, but you never set it up at the registrar. You formatted the server for no reason. Then we setup the dns again, and you still never set it up at the registrar. Once you gave us the registrar login, we got it working the same day.
Even in the 24 hours before you posted this thread, you opened 12 tickets with us!
Here's the timestamps of all the tickets submitted in the last 3 months:
Thu Jun 18 00:11:39 EDT 2009 Security Issue
Wed Jun 17 23:52:51 EDT 2009 Security Issue
Wed Jun 17 23:29:29 EDT 2009 Server Problem
Wed Jun 17 22:02:10 EDT 2009 Server Problem
Wed Jun 17 15:02:08 EDT 2009 Install Software
Wed Jun 17 14:43:01 EDT 2009 Install Software
Wed Jun 17 02:29:59 EDT 2009 Install Software
Tue Jun 16 13:07:17 EDT 2009 Server Problem
Tue Jun 16 11:25:39 EDT 2009 Question
Tue Jun 16 11:00:59 EDT 2009 Security Issue
Tue Jun 16 10:49:26 EDT 2009 New Server Setup
Tue Jun 16 06:58:51 EDT 2009 Monitoring
Tue Jun 16 05:37:13 EDT 2009 Server Problem
Fri Jun 12 03:35:54 EDT 2009 Server Problem
Fri Jun 12 01:15:28 EDT 2009 Install Software
Fri Jun 12 00:33:22 EDT 2009 Question
Wed Jun 10 15:41:03 EDT 2009 Install Software
Wed Jun 10 13:19:36 EDT 2009 Install Software
Wed Jun 10 00:23:20 EDT 2009 Server Problem
Mon Jun 1 23:34:00 EDT 2009 Server Problem
Mon Jun 1 15:28:34 EDT 2009 Server Problem
Mon Jun 1 08:18:25 EDT 2009 Install Software
Fri May 29 20:24:59 EDT 2009 Server Problem
Fri May 29 06:24:58 EDT 2009 Feedback
Thu May 28 01:53:08 EDT 2009 Server Problem
Thu May 28 01:42:15 EDT 2009 Question
Thu May 28 00:03:58 EDT 2009 New Server Setup
Wed May 27 23:42:13 EDT 2009 Question
Wed May 27 18:50:55 EDT 2009 Server Problem
Wed May 27 13:35:41 EDT 2009 New Server Setup
Wed May 27 09:13:15 EDT 2009 Monitoring
Wed May 27 03:32:58 EDT 2009 Security Issue
Tue May 26 19:42:27 EDT 2009 New Server Setup
Tue May 26 17:37:31 EDT 2009 Security Issue
Tue May 26 15:33:19 EDT 2009 Server Problem
Tue May 26 13:53:20 EDT 2009 Server Problem
Tue May 26 08:14:56 EDT 2009 Security Issue
Tue May 26 08:02:06 EDT 2009 New Server Setup
Mon May 25 20:36:50 EDT 2009 Security Issue
Mon May 25 19:59:43 EDT 2009 New Server Setup
Fri May 22 18:25:22 EDT 2009 Technical Issue
Thu May 14 20:26:28 EDT 2009 Monitoring
Thu May 14 18:28:47 EDT 2009 Monitoring
Sat May 9 12:52:05 EDT 2009 Technical Issue
Sat May 2 05:19:24 EDT 2009 Server Problem
Sat May 2 03:30:39 EDT 2009 Server Problem
Sat May 2 01:25:04 EDT 2009 Server Problem
Fri May 1 23:39:02 EDT 2009 Security Issue
Fri May 1 23:24:43 EDT 2009 Security Issue
Mon Apr 27 20:31:12 EDT 2009 New Server Setup
Mon Apr 27 15:10:10 EDT 2009 Question
Mon Apr 27 11:25:38 EDT 2009 Question
Mon Apr 27 04:28:21 EDT 2009 New Server Setup
Mon Apr 27 00:15:48 EDT 2009 New Server Setup
Sun Apr 26 18:52:13 EDT 2009 Security Issue
Sun Apr 26 08:58:09 EDT 2009 Monitoring
Fri Apr 24 17:30:55 EDT 2009 Install Software
Fri Apr 24 08:12:17 EDT 2009 New Server Setup
Thu Apr 23 17:50:19 EDT 2009 Technical Question
Thu Apr 23 17:19:15 EDT 2009 Technical Question
Thu Apr 23 14:46:06 EDT 2009 New Server Setup
Fri Apr 17 21:41:55 EDT 2009 Security Issue
Fri Apr 17 18:04:45 EDT 2009 Technical Issue
Fri Apr 17 11:12:56 EDT 2009 Monitoring
Tue Apr 14 16:59:17 EDT 2009 Technical Issue
Wed Apr 1 14:53:10 EDT 2009 Server Problem
Wed Apr 1 09:19:24 EDT 2009 Security Issue
Tue Mar 31 23:36:24 EDT 2009 Security Issue
Tue Mar 31 23:26:09 EDT 2009 Security Issue
Tue Mar 31 23:14:50 EDT 2009 Security Issue
Tue Mar 31 22:55:29 EDT 2009 Security Issue
Tue Mar 31 22:34:04 EDT 2009 Technical Issue
Tue Mar 31 11:54:46 EDT 2009 Security Issue
Tue Mar 31 11:39:53 EDT 2009 Technical Issue
Tue Mar 31 11:13:39 EDT 2009 Security Issue
Mon Mar 30 23:12:04 EDT 2009 Technical Issue
Mon Mar 30 23:01:36 EDT 2009 Security Issue
Mon Mar 30 16:47:30 EDT 2009 Security Issue
Mon Mar 30 14:09:58 EDT 2009 Security Issue
Mon Mar 30 13:57:50 EDT 2009 Security Issue
Mon Mar 30 13:46:27 EDT 2009 Technical Issue
Mon Mar 30 10:33:20 EDT 2009 Security Issue
Thank you
None of your tickets were unresolved, so I don't know what you're talking about. You have never told us about any unresolved issues either. If you just left the ticket closed without telling us, then that is not our fault. We're ready, willing, and able to help, but we're not mind readers. If a ticket is closed but still has an issue, you need to tell us.
I think we can all tell that you were quite pissed off, and being quite pissed off while posting usually doesn't convey an accurate depiction of what is going on.
I have provided all the necessary information for readers to draw their own conclusion. I think our reputation here speaks for itself, and your actions here and past posts speak for themself too.
If anyone has any other questions, please feel free to contact us directly. There's no need to discuss this any further.
Thanks,
EthanPlatinumServerManagement (also known as PSM)
The OLDEST and LARGEST and MOST TRUSTED server management provider in the USA, with 15+ employees and growing!
Providing quality support for OVER 21 years! Currently supporting over 3,000+ servers monthly!
www.PlatinumServerManagement.com Proud member of the NJ BBB & Chamber of Commerce & Authorized cPanel Partner.0
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06-27-2009, 05:47 AM #28WHT Addict
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06-28-2009, 11:03 PM #29Web Hosting Master
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Scared the **** out of me. Highest paying client of mine doesn't bother me so much. Shame it took PSM this long and a thread at WHT to refuse service. So many tickets, I'd have said bye a long time ago; definitely not worth doing business with.
Again, we do business here. Better behave and act accordingly. All of us have some or the other contracts with our providers and clients, go mad once either of them don't stick to it. Opening a million tickets because someone is panicking is BS.0
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06-29-2009, 12:44 AM #30Private Citizen
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- Jan 2009
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We do a lot of our own management, and have PSM as a backup. For around six months now, and guess what. When we call on them, they respond promptly as promised. Granted we only submit maybe a dozen tickets per month on average, not per day! And for the price, it's money well spent.
@melvinng
Are you a teenager? Starting a hosting business with your also inexperienced teenager buddy?0
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06-29-2009, 01:49 AM #31Web Hosting Master
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- Jul 2007
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Wow that's crazy. I'm surprised PSM put up with you for THAT long.
Nothing here right now.0
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06-29-2009, 07:47 AM #32Greece
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Some of the tickets have send with a few minutes difference. Does the OP sent multiple times the same ticket?
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07-07-2009, 07:21 AM #33Web Hosting Master
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- Nov 2004
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- India
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Ohh..It becomes a long thread.
Its quite hard to handle such clients. In this case paying $58/month and posting 15+ tickets everyday expecting lightening replies and fixes is definitely not possible. PSM never made such promises.
Recently it becomes a trend for clients threatening to post negatives about companies to spoil the reputation. Unfortunately they never know that there are huge amount of good people to stand behind the original standard of the company.
Any Company never likes to lose a single client and never intend to post negative reviews on our clients unless or until it becomes essential.AssistanZ - Beyond Boundaries...
Cloudstack Consultancy / 24x7 Web Hosting Support / 24x7 Server Management / Infrastructure Management Services
Web & Mobile Apps Development / Web Designing Services / Php, Grails, Java Development0
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07-07-2009, 08:26 AM #34Newbie
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- Jul 2008
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- 14
I will respond back to your message later once, I get the time. But one of the main reason multiple tickets were created was because they kept on getting closed everytime you replied with your useless comment.
So whenever they reply back "I will look into it", it moves to the close folder, and there were times where I never hear back from it again... That was it...
And, none of the situation was solved before you close our account, that is a lie.
We faced a ddos attack but they could not tell what was going on, it was up to me to solve it myself. They just said it was a server apache issue, yeah obviously, I can see it crashing too??? I just looked in the logs for a couple seconds and knew instantly it was a ddos.
None of the scripts were configured correct for the ddos attack too, because they are reconfigured now and we haven't been attack since.0
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07-07-2009, 08:33 AM #35Web Hosting Master
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Are you sure it was moved into the Closed status or that On Hold status? I know that you cannot post a response when the ticket is in the On Hold status, but thats not considered as Closed either.
If it was moved into the Closed status without resolving then PSM has some more explanation to do.0
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07-07-2009, 08:56 AM #36Web Hosting Master
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This is not true, and you have not yet provided any proof of this. You are just expecting everyone to take your "word" for it which is really absurd.
This is absolutely not true either. Tickets are absolutely never closed without a reply, and anyone that has used our service can attest to this. If a ticket is in progress, it may be put in hold while it's being worked on, but it is not closed until it is replied to.
Even though your account was closed for abuse and already refunded, we made sure you had no tickets in progress when your account was closed. You had 0 tickets in open/hold. All of your tickets were already answered and all were in closed. The ticket list I pasted here was proof of that.
This is not true, and again you just expect everyone to just believe you without providing any proof. I'm confident people here are smart enough to know better.
We already provided proof of what is going on here, and our reputation with thousands of other posts here on WHT speak for themself.
That's true and it is quite sad, and it's even more sad that it is allowed. It ruins the credibility of the forum where people come to find honest and unbiased reviews. Whether it's a good post or bad post, it still should be honest and unbias. Provide proof, facts, and details. People can post anything they want with no proof and no details and still spoil someone's reputation. The OP even admitted to lieing and exaggerating about what happened and it is still allowed to stay here!
As we stated, none of them were closed without being answered. Anyone that has used our service knows we do not do that.
I don't know why anyone would even consider believing him when he has not provided any proof of anything he said, and especially since he has already admitted to lieing and exaggerating about what happened.
Again, I think our reputation here speaks for itself. I don't think there's a need for us to continue discussing here any further as the point is moot. The OP keeps repeating the same thing over and over with no proof at all, while we have provided all the facts and proof. Every reply here is complimenting us so I'm quite confident everyone has the right picture here.
Thanks to everyone for their compliments!Last edited by ServerManagement; 07-07-2009 at 09:06 AM.
PlatinumServerManagement (also known as PSM)
The OLDEST and LARGEST and MOST TRUSTED server management provider in the USA, with 15+ employees and growing!
Providing quality support for OVER 21 years! Currently supporting over 3,000+ servers monthly!
www.PlatinumServerManagement.com Proud member of the NJ BBB & Chamber of Commerce & Authorized cPanel Partner.0
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07-07-2009, 09:02 PM #37Newbie
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- Jul 2008
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- 14
I have the screenshots as well, but I will post it up later once I get time... I will argue when I get the time, because I don't spend 24/7 monitoring this thread.
Edit: Actually the screenshot doesn't show anything, because it just shows the ticket as closed. But look at your post above, you suspended my account but I was still facing a ddos attack, that you still didn't know how to fix.0
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07-08-2009, 01:09 AM #38Junior Guru
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None of the scripts were configured correct for the ddos attack too, because they are reconfigured now and we haven't been attack since.
What you're saying is that the firewall is now reconfigured and the ddos magically stopped.
I've used PSM for a few years now. And I honestly feel bad when I have to send in a ticket. My average is probably six to eight tickets a year because I have knowledge of what I'm doing with a server. You're sending in five or six tickets a day? You're loopy.
Go with a high value, managed server in a ddos protected datacenter and I'm sure they'll be glad to help you for the $1000+ per month you'll pay them.
And please stop whining about PSM, if you don't like them then leave. It's only $30 a month ($20 for each additional server). I expect a lot when I submit a ticket, and I get it. It sure seems like you expect more than you deserve. Time for you to admit that you know nothing about what you're dealing with and move on and get a McJob.http://www.wpdirectorypro.com is a premium plugin to make a directory using WordPress
http://www.pocketbikeforum.com racing, mods, sales, and general discussion of pocket bikes0
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07-08-2009, 01:35 AM #39Disabled
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You shouldn't have your hands on a dedicated server..
Please downgrade to shared/reseller hosting. You will be much better off. I doubt they will put up with 5-6 tickets a day there either. Have you thought about hiring your own system administrator. You may need two for your amount of tickets.0
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07-08-2009, 07:36 AM #40Newbie
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- Jul 2008
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- 14
I am not whining about PSM, I haven't even started yet. They probably have people at PSM paid just to answer this thread, I am sorry if I don't have the time to fight back, I have a life to live.
I can show you guys the email screenshot of the ticket being created and my account closing the next second... There was no way they could have finished the set up in 2 minutes.
Here is proof, that you closed my account before fixing the issue. And I just wasted about 30 minutes of my life looking for it.
http://i25.tinypic.com/153321k.jpg
With regards to the ddos they couldn't stop, it was only 500 bots hitting it, and all they had to do, or all I did to stop it was install ddos deflate, and change the settings to ban ip after 25 constant hits. I also found out instantly that it was a ddos just by looking at the logs, but the thing that disturbs me the most is that they even didn't know it was a ddos.Last edited by melvinng; 07-08-2009 at 07:39 AM.
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07-08-2009, 07:40 AM #41Web Hosting Master
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I'd be careful making silly claims like that; they border on defamation IMHO.
I think this thread and your previous postings have shown who is in the right here, so I won't get into that. I'm just advising to not make false claims like you just did, since they're a legally silly thing to say.0
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07-08-2009, 08:32 AM #42Junior Guru
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- Sep 2006
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You wasted 30 minutes searching for that in Gmail? Wow. You're rapidly losing credibility here. Actually, your statement in the screenshot where you said you created multiple tickets because they "haven't been replied to" (despite it still being the same day) pegs you as a problem customer in my book.
As someone who once worked in tech support, I can tell you that opening multiple tickets for the same issue is counter-productive — support tickets aren't like a forum where when you bump it it goes to the top of the queue, on the contrary, updating a ticket will bring it to the bottom of the queue. Opening a new ticket does the same thing — it bumps everything else down. Your new ticket won't even get priority because support will notice that there have been older tickets and they will have to go through everything just to make sure they have your case history right before they even tackle the new one ticket. Giving them all those tickets to look through will make them even slower in responding to you.0
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07-08-2009, 08:44 AM #43Newbie
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- Jul 2008
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- 14
None, of the tickets were opened for duplicated issues (I think only 3 were borderline duplicate), but it's a PSM policy that you have to open a separate ticket for a separate issue.
ie.
"Server Apache crashing" - Issue 1
"Server Crashing constantly" - Issue 2
"Please set up dns on second server, so we can switch site to different server" - Issue 3
"Mysql injection" - Issue 4
the other 2 issues were regarding the 3rd server.
The main reason for the high number of tickets is their policy that we have to create different issues on different tickets, but the main problem is that some issues go hand in hand together.
I also work at an IT company, and the reason to create different tickets for different issues is so that at the end of the day, you can see the number of work order received and use it to justify for hiring more people. But PSM was just too strict on this that multiple tickets had to be created, if the job was done correct the first time, none of this would happen.
Considering that we used your services for 6 months for 3 servers, I would think that sometime during that 6 months, our server issues would be fixed, but it wasn't because of all this crap on multiple tickets, slow services, useless replies, and closing of tickets before it moved to hold.
BTW, it took me about 10 minutes not 30 because I had to think of where the records were, screenshot, block out all the ips, and upload it...0
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07-08-2009, 05:08 PM #44Aspiring Evangelist
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It appears that you should hire a dedicated team of system administrators because it looks like you are not familiar with managing a server. For $29 a month don't expect to have a dedicated team of level 3 system administrators at your disposal. 1. You should look in learning how to manage a server or solve general problems. Example apache is crashing try to determine the cause and restart the apache service, server crashing try to determine the issue (resources being used) and look to upgrade the server as needed. Since they only offer management for servers with cPanel/WHM setting up DNS is pretty easy through cPanel/WHM, I even think they have a setup wizard (It’s been a long time since I was in WHM.)
Those three examples could have resulted in 0 tickets except for maybe apache if it continued to crash and you were not able to find the cause. cPanel has great documentation; setting up DNS is pretty straight forward in cPanel/WHM. The server crashing may be the result of too many processes running and not enough resources. The only ticket I see that should be open is the MySQL injection. I really believe you need to hire a system administrator or contact the data center and they may be able to provide you one for XX/Hourly.
No need to bash PSM because you don't know how to manage a dedicated server. Remember you get what you pay for. $29 a month is not a lot when system administrators charge $50+ an hour.
You can look at PSM in as being a fail over. If you have no idea how to do something you should then contact them but most of the issues you are describing could be solved with common sense and a little reading online.
Don’t take it personal it just amazes me that people believe they can get a dedicated server and have it fully managed 24x7x365 for only $29 a month. It also amazes me that people get dedicated servers because they may know how to solve computer issues and think it’s going to be the same with the server.0
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07-08-2009, 05:11 PM #45Newbie
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That was exactly what I was looking for here on this thread, but PSM responded trying to bash me, and I have to defend myself. But I already got all the help I need from this thread. I do have a dedicated server manager now.
My point is that PSM is good if you have one server, and barely any issues on it, but if you have a server getting ddos, and hacked. You are out of like with PSM, because you get what you paid for, and that was what I got.0
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07-08-2009, 06:24 PM #46Retired Moderator
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I support the Human Rights Campaign!
Moving to the Tampa, Florida area? Check out life in the suburbs in Trinity, Florida.0
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