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  1. #1
    Join Date
    Jan 2008
    Posts
    55

    Dreadful support

    After ordering a VPS from one company from VPS offering forum.

    After receiving the welcome mail I was unable to login into companies CP for the VPS (reboots, backup setup etc), requested so they investigate the issue.
    After few hours I contacted the sales departemnt so they can reset my VPS password so I can start working with it.
    No reply in 3 days.

    I am really dissapointed in this whole story.

    I have sent *another* support ticket, if this issue isn't resolved I will reveal the companies name.

    I was working as a support tech for few years and I know how clients can be and how it is like to be in the middle of a rush - so this is unacceptable for a company that guarantees 24/7/385 support, response in 30 min and ticket resolution in 8hrs.

    Have you ever had this kind of an expirience?

  2. #2
    Join Date
    Aug 2004
    Location
    Groton, Connecticut
    Posts
    925
    I am sure we can locate the company name by looking at your previous posts

    Have you try calling them?

  3. #3
    Join Date
    Jan 2008
    Posts
    55
    This is true

    I haven't tried calling them, it is an expensive call from my country.

    The problem wasn't in server or any services installed on them and I did not needed it to be "fixed ASAP".
    A simple password restart.

    I don't want to put a bad name for that company if it isn't really neccessary.

    I am sure lots of other clients are satisfied with their support.

  4. #4
    Join Date
    Jan 2006
    Posts
    1,915
    For a password reset to take 3 days and counting, that is pathetic. Sorry, just being honest.. I assume root password? Regardless, something doesn't sound right.
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  5. #5
    Join Date
    Jan 2008
    Posts
    55
    Yes, root password.
    I know how much does it take to change the root password, even with verification shouldn't take more than 30 mins from the start, trough verification and to the end.

  6. #6
    Join Date
    Aug 2004
    Location
    Groton, Connecticut
    Posts
    925
    After few hours I contacted the sales departemnt so they can reset my VPS password so I can start working with it.
    It is the labor day weekend here in the United States.

    Have you tried contacting tech support?

  7. #7
    Join Date
    Jan 2006
    Posts
    1,915
    This means one thing most likely, the support tech's your talking to have no access to the physical server. You need access to the physical server to change a root password. They must be waiting for someone..
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  8. #8
    Join Date
    Jan 2008
    Posts
    55
    Yes,

    I have opened two tickets:
    first for the support deparment and I was suggested to contact the sales deparment.

    @KnownHost
    As far as I am fammiliar there is no need for physical access to the server to change the VPS password, only for dedicated servers.
    At least that is my experience to change the VPS's password logging into the main node and entering the VPS container and there reseting the password.

  9. #9
    Join Date
    Jan 2006
    Posts
    1,915
    Quote Originally Posted by butch3r View Post
    Yes,

    I have opened two tickets:
    first for the support deparment and I was suggested to contact the sales deparment.

    @KnownHost
    As far as I am fammiliar there is no need for physical access to the server to change the VPS password, only for dedicated servers.
    At least that is my experience to change the VPS's password logging into the main node and entering the VPS container and there reseting the password.
    You do need root access to the physical server (not just the VPS) to change a root password. This is the case with Virtuozzo anyway. I didn't mean physically at the server I just mean root access to the server itself. I am willing to bet the support tech's your talking to don't have such access. You should ask them. Your the customer, you have a right to know..
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  10. #10
    Join Date
    Jan 2008
    Posts
    55
    Quote Originally Posted by KnownHost View Post
    You do need root access to the physical server (not just the VPS) to change a root password. This is the case with Virtuozzo anyway. I didn't mean physically at the server I just mean root access to the server itself. I am willing to bet the support tech's your talking to don't have such access. You should ask them. Your the customer, you have a right to know..
    Yes, root access to the main node (SSH), then

    Code:
    vzctl enter [ID]
    passwd
    finish.
    Is this correct?

  11. #11
    Join Date
    Jun 2006
    Location
    Cluj Napoca
    Posts
    468
    strange for tech support not to have access to a physical node, I wouldn't bet on that.
    Also, did you at least received the automatic e-mails that your tickets were created ?
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  12. #12
    Join Date
    Jan 2008
    Posts
    55
    Quote Originally Posted by Cristi4n View Post
    strange for tech support not to have access to a physical node, I wouldn't bet on that.
    Also, did you at least received the automatic e-mails that your tickets were created ?
    Yes, I have received the emails that my tickets are created, I have contacted them about an hour ago about the inablility to access to the CP and I have receivied notification that my ticket has been moved to the admin - and no word since.
    I have provided the screenshot of the message I received while trying to login, that shouldn't moved the ticket a lot behind, only 2 mins have passed since their reply.


  13. #13
    Join Date
    Jun 2006
    Location
    Cluj Napoca
    Posts
    468
    Also, you stated that the support sent you to the sales dep at first, did they mention why ?
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  14. #14
    Join Date
    Jan 2008
    Posts
    55
    Here is a citation:

    "Could you please submit a request to the sales department ([email protected]) regarding the password reset as they can assist you better on this."

    Few minutes after I have opened a ticket with the sales department, provided all of the details for them to be able to locate the container faster (main node name, VPS IP address, VPS server name).

  15. #15
    Join Date
    Jan 2006
    Posts
    1,915
    Quote Originally Posted by butch3r View Post
    Yes, root access to the main node (SSH), then

    Code:
    vzctl enter [ID]
    passwd
    finish.
    Is this correct?
    Yep. Safer would be "passwd root" instead of just "passwd"
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  16. #16
    Join Date
    Feb 2008
    Location
    Houston, Texas, USA
    Posts
    2,955
    It could be that support requests are forwarded to outsourced support, which doesn't have the tools and/or credentials to complete your task.

    Regards
    UNIXy - Fully Managed Servers and Clusters - Established in 2006
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  17. #17
    Join Date
    Jan 2008
    Posts
    55
    Quote Originally Posted by UNIXy View Post
    It could be that support requests are forwarded to outsourced support, which doesn't have the tools and/or credentials to complete your task.

    Regards
    What the meaning of that support, if I can only get support from 10 a.m. - 4 p.m. that can help me?!?

    If they can just give me pointers what to do, or what I should do, and not being able to access any servers.


  18. #18
    Join Date
    Jun 2006
    Location
    Europe
    Posts
    632
    Quote Originally Posted by butch3r View Post
    Yes, root access to the main node (SSH), then

    Code:
    vzctl enter [ID]
    passwd
    finish.
    Is this correct?
    that would be a viable procedure for certain vps platforms, e.g. openvz
    however if we are talking about e.g. vmware like virtualization which gives you a full-virtualization (similar to dedicated server) it can be little harder to reset root password.

    but anyway waiting so long for this task is NOT ok.

  19. #19
    Join Date
    Jan 2008
    Posts
    55
    They are using OpenVZ for virtualization.

    It is 3 a.m. here and I'm still, after 2.5 hours, waiting for the admin to answer me "asap".
    My god..
    I would be fired if I left a customer without a productive reply for 2.5 in my last job.

  20. #20
    Join Date
    Feb 2008
    Location
    Houston, Texas, USA
    Posts
    2,955
    Quote Originally Posted by butch3r View Post
    What the meaning of that support, if I can only get support from 10 a.m. - 4 p.m. that can help me?!?
    We don't outsource support so I can't comment on that. I feel your pain and hope your provider resolves this issue ASAP.

    Regards
    UNIXy - Fully Managed Servers and Clusters - Established in 2006
    [ cPanel Varnish Nginx Plugin ] - Enhance LiteSpeed and Apache Performance
    www.unixy.net - Los Angeles | Houston | Atlanta | Rotterdam
    Love to help pro bono (time permitting). joe > unixy.net

  21. #21
    Join Date
    Jan 2008
    Posts
    55
    A little update:

    The servers password is reset and I'm working on the server, it is only on them to fix the CP login.

    little steps..

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