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  1. #1
    Join Date
    Feb 2006
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    The Midwest
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    Aquarius Storage 1 Month Review

    Signed up with these guys a month ago.. just some quick thoughts and I'll update as time passes..


    Positives

    - Low load on servers
    - Fast
    - Price is right

    Negatives

    - Support. Maybe I got spoiled by Innohosting, but AS's support leaves a LOT to be desired.

    I have a current issue that's clearly a problem on their end due to the process of elimination but they refuse to accept/handle it. It will take me a little extra work to do what I want to do, it's still a pain in the ass though. I also do not appreciate the impresonal/unsigned and curt replies.

    **1/2 out of 5 thus far. We'll see where this heads but I think I'm starting to regret canceling with Innohosting because they were a lot nicer and more helpful.

    Dave
    Last edited by db09; 07-02-2009 at 08:01 PM.
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  2. #2
    David,

    Thanks for the review. As stated in the ticket that was opened by you on 07/02/2009 19:09 and then replied back by us on 07/02/2009 19:19....

    You was getting the error below during an automatic plugin update:

    Warning: unpack() [function.unpack]: Type V: not enough input, need 4, have 0 in /home/ohnine/public_html/wp-admin/includes/class-pclzip.php on line 4770

    Incompatible archive PCLZIP_ERR_BAD_FORMAT (-10) : Invalid archive structure.
    We forwarded you to this post which provided a fix for this error, and it is hoped that this issue will be fixed in 2.8.1.

    http://wordpress.org/support/topic/278487

    Please refer to the following comment:

    Try this version of http.php. Download that and install it over wp-includes/http.php. Does that help?
    If you are unaware of how to FTP and need us to upload http.php to the folder for you, please reply to the ticket.

    We told you that the error was not on our side, but was with the script. You replied back to the ticket to tell us that the issue was our fault but thanks anyways. Instead of ending the ticket there, we did further research to determine a cause and a fix for the problem. Personally I believe we went above and beyond for a 10 minute response time but you cannot please everyone.

    The problem: Wordpress 2.8

    The Fix: Download the file provided in the comments.

    Have a good day.
    Last edited by AquariusStorage; 07-02-2009 at 08:10 PM.
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  3. #3
    Join Date
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    I never got the response to the ticket in my e-mail. That's happened a couple of times. I'll check your WHMCS.
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  4. #4
    Quote Originally Posted by db09 View Post
    I never got the response to the ticket in my e-mail. That's happened a couple of times. I'll check your WHMCS.
    Please check your spam folder..... we respond to all tickets usually within minutes and guarantee a 24 hour response time that we never fail to meet.

    As you can see from our WHMCS, the email is there if you check under "emails", as it was sent. Also, you can see the updates to tickets of course at my.aquariusstorage.com.

    We go out of our way to help all clients. We are not competing with Innohosting, nor are we trying to. If you look at our offerings and compare us, we're actually targeting two totally different markets. I do firmly believe however that we STILL go above and beyond to help our clients third party software even when the problem is not on our side, and when we're charging a lot less for a larger amount of resources then lots of other providers do...

    Like I said, we cannot please everyone but we do please most. Sorry we could apparently not please you.
    Last edited by AquariusStorage; 07-02-2009 at 09:13 PM.
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  5. #5
    Join Date
    Jan 2008
    Location
    Sacramento, CA
    Posts
    3,649
    I'm not on either side, but many clients expect the hosts to fix script issues. We also go out of our way to google the issue and find a resolution. Also, it is a common issue that emails get caught in the spam folder. I would suggest to any client of any host to check their support panel if you feel your issue is being ignored. More often than not, the email was sent (as shown b the support panel), but didn't make it to you for some reason. The spam folder is the most common reason.

    Also, just a friendly reminder to all: Often you can google the error message and you'll find heaps of possible solutions which is a lot quicker than most support (even sometimes quicker than a 10 minute response!). Google is your friend and should be your first path to support. If nothing turns up, then you're always welcome to use your host's support system. Though, more often than not, the fix is only a google away.
    hostingDifferent---We're hostingDifferent.
    Premium, Managed and DIY WordPress hosting DONE RIGHT.
    Find out what SERVICE really means!--We're hostingDifferent.
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  6. #6
    Join Date
    Jul 2005
    Location
    New Jersey, US
    Posts
    1,507
    You should always check the spam folder and helpdesk before assuming there was no reply. I think Aquarius went above and beyond by helping with an issue on your script and with a 10 minute response which is outstanding! Great job Aquarius!
    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 18 years! Currently supporting over 3,000+ servers monthly!

    www.PlatinumServerManagement.com Proud member of the NJ BBB & Chamber of Commerce & Authorized cPanel Partner.
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  7. #7
    Join Date
    Jun 2006
    Location
    NYC
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    Agreed! Nice job and nicely detailed review.
    FiberPeer.Com | | REAL DDoS Protection | Cloud Hosting | VPS | Dedicated Servers | High Bandwidth Hosting | 1Gbps-10Gbps Unmetered
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  8. #8
    I am very much enjoying being with Aquarius and building my business up as a VPS customer of theirs. Dave
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  9. #9
    Join Date
    Mar 2009
    Location
    Santa Monica, CA
    Posts
    3,372
    This is a good example how a host can get a bad review for no good reason. What makes this one "misguided" review particularly notable is that the host found the solution by going above and beyond the call of duty.

    I think it is a good idea if every host included in their setup instructions to ask customer to add host's domain to safe sender list.
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  10. #10
    Join Date
    Feb 2006
    Location
    The Midwest
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    I never received e-mail notification. This has occurred with 3 separate tickets. Had I actually received the e-mails (I checked my spam, that's a 'duh'), you wouldn't be seeing this. I let the large downtime last month slide and still paid my bill after Ryan called and left me a 2 minute sob story on my voicemail when I requested a credit (which they advised customers to do on a thread on here).

    So yeah, I've definitely been "cool" about things. I'm a generally easy-going dude.

    If someone wants to help when I request it, that's awesome but when I'm not receiving the help, not to mention curt replies..that's another story.

    I work in a business where service after the sale is of the utmost priority and I hold the people I do business with to the same high standard that my clients expect from me. I appreciate them sending a response with the help but the fact that I didn't get it stands.

    Like I mentioned, I've had 3 separate tickets (one of which they created about nameservers) that I never got e-mail notification of. I rely on e-mail for support response from hosts, I don't have time to be checking the support desk to see if they responded and I've never had a problem with receiving responses/tickets via e-mail.

    Do I feel like a di.. for posting this since they did provide me with a solution? Yes. But I still did not appreciate the shi..y, somewhat rude responses that I did receive via e-mail and the additional stuff not showing up without me having to hunt it down.
    Last edited by db09; 07-04-2009 at 11:13 PM.
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  11. #11
    Join Date
    Feb 2006
    Location
    The Midwest
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    Furthermore.

    Ryan, if you want to label me as a problem and send me on my way, that's fine..but I'm guessing you need the money since you "lost 30,000 dollars" on the VPS fiasco and I'm really not that much of a "problem" although I can be if you wish to come on here and continue to try to make me out to be a liar. You seriously need to look in to your desk and the fact that it is not sending e-mails. That's not my problem and you can't expect customers to resort to having to hunt down responses to tickets.

    You guys seem like you are on top of your sh.. and I appreciate that but to insinuate that the problem with the e-mail stuff is on my end is wack. I never received the responses - fact. And I don't appreciate the snarky response, thinly veiled as "professional", on here that attempts to discount what I have to say based on the fact that your desk isn't working properly.

    I'm expecting the "oh no, we've never had this problem before" response.. well now you do. Handle it and don't be a bitch to me about your system's problems.

    Please don't take it in that I'm not being "abusive" in my language and I'm sorry if it seems that way. I don't appreciate it when someone tries to imply that I'm lying and trying to give their sh.. a bad name based on an oversight when it is their own support system that is failing.
    Last edited by db09; 07-04-2009 at 11:30 PM.
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  12. #12
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    Quote Originally Posted by db09 View Post

    Please don't take it that I'm being "abusive" in my language and I'm sorry if it seems that way.
    fixed. sorry.
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  13. #13
    Join Date
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    Oh. Also..and I hate to keep adding additional responses to this consecutively...

    I did google the error message and came up with nothing helpful. I would not have submitted the tickets otherwise. Simply put, I've been running the same version of wordpress on other hosts and have never had the problem. Amazing.

    It pisses me off that this deal has come to this and that I'm now having to defend myself but I guess, as the age old saying goes, it is what it is. I certainly don't appreciate your bitch-made response, given your history of making wack excuses, on here though and I'm awaiting your apology.
    Last edited by db09; 07-04-2009 at 11:53 PM.
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  14. #14
    Join Date
    Sep 2004
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    Quote Originally Posted by db09 View Post
    Oh. Also..and I hate to keep adding additional responses to this consecutively...

    <garbage>

    It pisses me off that this deal has come to this and that I'm now having to defend myself but I guess, as the age old saying goes, it is what it is. I certainly don't appreciate your bitch-made response, given your history of making wack excuses, on here though and I'm awaiting your apology.

    Slow down there son. That kind of attitude should net you nothing. Is this how you talk on tickets? Cause if this is laid back you'd hate to run into me off these boards where my nice attitude goes away. If anything I'm more behind Aquarius then anything after this. Gotta refrain from showing why I'm called Z Virus.
    WHT is now used as the Universal Hosting Helpdesk.
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  15. #15
    I'm sorry but I simply don't understand what the problem is....

    The emails was sent, you didn't receive them. Add us to your white list and move on. We go out of our way to help you and that earns us a 1/2 out of 5. We have always responded to your issues promptly.

    The issue that set you off, regarding the Wordpress ticket, we was working on that ticket within 10 MINUTES of you requesting help, and even went above and beyond our initial reply stating that this was a 3rd party issue, and we officially do not support third party software, however we would look further into it.

    I don't get the abusive language, and I don't get why you needed to bring this thread back up. You didn't receive our emails, alright. White list [email protected] and you wont have that problem. We keep all of our IP blocks clean, so if the emails are still being sent to your spam folder, or are not being received by you, then I am sorry, but I show in our logs that all of your ticket emails have been received by your mail server correctly...

    We provided you the fix for your wordpress blog, all you had to do was dig through some comments and it was like the 5th one down. I found that website using Google. This was a wordpress issue, and not a issue with our platform. When we told you it wasn't an issue with out platform in the first place, you came back us with "Well I think it is a configuration problem with your PHP, but thanks anyways". Alright that's fine. We research each answer closely before providing a response to a ticket. There was NO need what so ever for you to come back at us like that without having some backing or proof for the argument ....

    I just don't get this I don't see why you didn't let this poor review on us die, and move on. If you really think our service is so bad, please feel free to request a refund and we will provide a pro rated refund for the remainder of your current billing term with us. We cannot improve a 10 minute response time anymore then that, and we're not going to hand hold clients and fix every single 3rd party issue for them when our shared hosting package starts at 4$ and reseller $10.

    You compared us to Innohosting, and I say, if they are so much better then us, and provide the hand holding that you need, then you're right, they are the better host for you. We provide a budget class solution however strive to keep it at an enterprise level. It's near impossible, however it is something we aim for. We provided you a link to the fix for your Wordpress site, I simply don't understand how we did this wrong, bad enough for you to get mad and post this review about us..

    Of course you bring back last month, you bring back that we experienced a fairly significant downtime on the server you was on.
    Referring here: http://www.webhostingtalk.com/showth...uarius+storage
    Twitter: http://www.twitter.com/aquariusstorage

    We communicated the downtime as best as we could. We experienced a DDoS on 2 of our shared/reseller hosting servers. The server you was on experienced the DDoS plus a RAID card failure (maybe brought around by the DDoS attack?) (VPS clients was unaffected)...We're sorry. We mitigated the attack as quickly as we could, and had Liquidweb replace the raid card as quickly as possible, as well as bare-bone restoring from R1Soft which apparently died once during the middle of the restore process at 50% and required to be started over. We're sorry for the downtime, and we're sorry for your terrible experience with us. Like I said, if you wish to move, we will provide the pro rated refund.
    Last edited by AquariusStorage; 07-05-2009 at 02:40 AM.
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  16. #16
    Quote Originally Posted by db09 View Post
    Oh. Also..and I hate to keep adding additional responses to this consecutively...

    I did google the error message and came up with nothing helpful. I would not have submitted the tickets otherwise. Simply put, I've been running the same version of wordpress on other hosts and have never had the problem. Amazing.

    It pisses me off that this deal has come to this and that I'm now having to defend myself but I guess, as the age old saying goes, it is what it is. I certainly don't appreciate your bitch-made response, given your history of making wack excuses, on here though and I'm awaiting your apology.
    We're sorry for not living up to your expectations as a hosting provider. If you no longer wish to continue service with us, feel free to submit a ticket and we will be happy to provide you with a pro rated refund for the remainder of your billing term for "the trouble" caused.

    We are submitting a ticket to WHMCS to have them look over and see if there is any possibility that WHMCS failed to send your email notifications, however you are the first client to ever complain about not receiving email notifications at all (and we have hundreds of clients and send out a few hundred ticket response/invoices/emails per day) I would say you however are not the first to not receive them because they went to your spam folder, however that doesn't seem to apparently be the case here?
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  17. #17
    I totally stand by Aquarius Storage. supporting third party scripts is not responsibility of the hosting provider.

    you are blaming them unnecessarily,
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  18. #18
    Quote Originally Posted by Gary4gar View Post
    I totally stand by Aquarius Storage. supporting third party scripts is not responsibility of the hosting provider.

    you are blaming them unnecessarily,
    i agree with Gary4gar , plus i know very well those guys at aquarius , they do go far and beyond supporting their clients . you should learn more about the script you are running and trace a line between errors cause by bugs in the scripts and errors from the platform their are on , also be aware that if your are in a shared account for security reasons not all mod can be enable if you want to run a srcript to its full get a vps or a dedi.
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