Web Hosting Talk : Web Hosting Main Forums : Dedicated Server : IGSOBE - They promises too much

[Kalis]

I ordered dedicated server from igsobe "Tyan gt 24" product.
In same day i got message from John Young

day 1:

John Young
Staff 03/12/2010 07:32
Hi Juuso,

I'm confirming that we can have a GT 24 online today, these have proven quite popular recently and I'm not 100% on our stock.

I will update you as soon as we know on our end, if a GT 24 is not available, we'll have a comparable machine configured for you today.

Regards,

John C. Young
Managing Director
Internet Gateway of South Beach
http://www.igsobe.com

i started waiting for server informations, i never received server informations that i got told, that you would get your server today.
live support seems to be always online, because they replaced the offline image to online image.
Their live support said also that i will get my server in that day and the tyan gt 24 is in rack, without os installation, but how can os installation takes that long?





day 2

Still waiting for the server. I guess i am not getting this server soon, because i have read some negative threads about this host in this forum, so what to do, money back? i should have rights to have my money back, they even offers 7 day money back

If you are not completely satisfied with your hosting package, you can cancel it within 7 days for a full refund. There will be no questions asked, and no strings attached.

http://www.igsobe.com/guarantee.html


Their normal answer is "we are working on it", i just cant believe that enough

now live support started ignoring me.

[HNLV]

You just ordered it yesterday. Give it 1-2 days...sometimes servers take time to be provisioned especially when its the weekend and you have parts out of stock.

[Kalis]

I will update you as soon as we know on our end, if a GT 24 is not available, we'll have a comparable machine configured for you today.

..... this

[unmeteredservers]

So sad, and common these igsobe threads are. But I would have to agree on the 2 day limit, thats almost a normal thing at times, and I imagine JC has alot to walkaround. So have slightly more patience and see how it goes...

[CryptWizard]

He honestly needs to get on top of things.

How could he not know whether he has a server available?

[tsj5j]

Originally Posted by CryptWizard

He honestly needs to get on top of things.

How could he not know whether he has a server available?

You've certainly not seen bigger companies where there is a hierarchy to things.
As an MD, his job isn't to micromanage every server and stock - they've techs for that.

However, IGSOBE's reputation here is questionable at best.
Perhaps you might want to look up their reviews first before proceeding.

[LuxuryServers]

It can take up to 2 days for a server set up also its the weekend. Another thing, he should do know if they are in stock or now he's the one that dose the racks isn't he?

[Kalis]

day 3

You will receive the information when it is available.

Thank you for your interest in IGSOBE.

Regards,

John C. Young
Managing Director
Internet Gateway of South Beach
http://www.igsobe.com

http://www.igsobe.com/guarantee.html

well sebastian , their live sale support staff said in day when i purchased, that my server is in rack and needs os installation, now i got message that its not available, what the heck?

[jcy1978]

Numerous details are conveniently left by this client... these slight details are no doubt what caused him to have a different experience than our average user:

* This customer has signed up under 3 email addresses (but the same name) to receive access to our new customer promotions. Up until this point, we let it go.

* This customer's abusive nature "I want to know WTF you are doing RIGHT NOW!!!!?!?!????" is the reason that the support team directed him to the ticket system and would no longer engage in a live chats with him. Pressing the live chat button once every 15 minutes for an update isn't productive for anyone. I have told our team that they do not have to put up with verbal abuse from clients (where most hosts would cancel him altogether for this) and if a client becomes abusive, to direct them to me. It's my belief that is what happened here as I do have verbally abusive emails from him dated today.

* This customer initiated a Paypal dispute stating that we were a fraud and demanded his money back while waiting for his server to be setup. Incredibly, there is no mention of the Paypal dispute mentioned in his ticket. I know of no provider that would continue to setup a client when they're disputing the bill, however, we're held to the fire for the delay for the delay his Paypal dispute caused him?

* Note the number of support ticket replies we've been hammered with in such a short period of time :

Date Subject
03/14/2010 12:10 Cancellation Request Confirmation Resend Email
03/14/2010 12:05 [Ticket ID: 473382] Can you give credits, because i dont need dedi atm Resend Email
03/14/2010 11:49 [Ticket ID: 115216] Is my server up? Resend Email
03/14/2010 11:30 [Ticket ID: 473382] Can you give credits, because i dont need dedi atm Resend Email
03/13/2010 19:43 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 11:08 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 06:40 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 06:39 [Ticket ID: 324919] I want to know whats going on at the moment Resend Email
03/13/2010 06:39 [Ticket ID: 324919] I want to know whats going on at the moment Resend Email
03/13/2010 06:30 [Ticket ID: 324919] I want to know whats going on at the moment Resend Email
03/13/2010 06:19 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 06:13 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 06:07 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 05:53 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 05:44 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 05:31 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 05:16 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 04:59 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 04:54 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 04:46 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 04:09 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 03:17 [Ticket ID: 115216] Is my server up? Resend Email
03/13/2010 00:26 [Ticket ID: 115216] Is my server up? Resend Email
03/12/2010 20:47 [Ticket ID: 128286] Money back request Resend Email
03/12/2010 07:32 [Ticket ID: 128286] Money back request Resend Email
03/11/2010 14:46 [Ticket ID: 128286] Money back request Resend Email
03/11/2010 06:57 [Ticket ID: 128286] Money back request Resend Email
03/11/2010 06:37 Invoice Payment Confirmation Resend Email
03/11/2010 05:32 [Ticket ID: 128286] Money back request Resend Email
03/11/2010 05:32 [Ticket ID: 128286] Money back request Resend Email
03/11/2010 05:15 [Ticket ID: 128286] Money back request Resend Email
03/11/2010 04:57 [Ticket ID: 128286] Money back request Resend Email
03/11/2010 01:23 Customer Invoice Resend Email
03/11/2010 01:22 [Ticket ID: 128286] Money back request Resend Email


We were bashed last week for not complying with a government DMCA takedown request of a client's WaReZ tracker (which was seeding at 30 to 40 megabits 24/7).

Although we're still a "bad host" in the eyes of some, I'm glad to see that we have complaints of a different variety for this week. And yes - I try to find the humor in everything.

We have no less than three dozen servers ready for instant activation at this time, as we prepare for our next promotion. Considering I've spent the last 18 out of 24 hours in our data center, I am extremely in tune with our stock levels and inventory. I was trying to be polite by stating that "I'll need to check on the GT24...". The alternative was stating "we will make sure you cancel your dispute so we are not ripped off by you", something you'll never see me say to a client. It's rude, it's unprofessional, and it's not the way we do things, but we now take the heat for not knowing what servers we have? Come on now.

[JSCL]

Originally Posted by tsj5j

You've certainly not seen bigger companies where there is a hierarchy to things.
As an MD, his job isn't to micromanage every server and stock - they've techs for that.

However, IGSOBE's reputation here is questionable at best.
Perhaps you might want to look up their reviews first before proceeding.

Normal companies have the techs to do this. John is the only person who goes on-site for the company and I would assume thus being the only person who knows true stock levels.

I agree, it needs to become more organized over there. As said above, deployments take time especially in the case of John (who I sympathize with and understand the growth of companies like his).

Good luck.

[jcy1978]

Originally Posted by JSCL

Normal companies have the techs to do this. John is the only person who goes on-site for the company and I would assume thus being the only person who knows true stock levels.

I agree, it needs to become more organized over there. As said above, deployments take time especially in the case of John (who I sympathize with and understand the growth of companies like his).

Good luck.

We've added a 2nd person to the team who will be doing installs (Freddie), and we do keep our stock levels in HTML on our staff page, but I agree there's always room for improvement.

It seems that I think of at least 10 good ideas a day, if I remember 2 by day's end, I've done well, if I've implemented 1 by week's end, I feel incredible.

Thanks for the kind words.

[Kalis]

john, tell me when tyan gt 24 is available and i'll reorder, only when its available and ready to setup in same day

[jcy1978]

I would like for us to be on good terms with all of our customers, and as much as that may not be a realistic goal, it's one that everyone should strive for, IMHO. In the interest of fairness (and avoiding future problems with your hosts), it's my hope that you can be a little more understanding of the operations at your hosting provider.

That being said, it's my belief that we're more forgiving than most as we try to be understanding of our clients. After all, everyone can have a bad and/or frustrating day, but some of the things you've done are difficult for us to overlook, as they're not only frustrating to us, but they actually interfere with our ability to do business with both you and our other customers.

Actions such as disputing Paypal payments for services, signing up for multiple accounts with different email addresses (in order to gain access to promotion codes), the use of profanity in both email and live chat, and summoning our sales reps via live chat every 10-15 minutes (with the same question, only to receive the same answer) are all things that are going to get you a lower level of service than the average customer, as much as bad as I hate to say it.

If you'd like me to go into more detail on "why' for each, just let me know, but it's my hope that we can end this discussion here. If I've mis-stated anything that you've done or if you'd like to correct anything, feel free to do so, I'm simply going by the log files I was forwarded when asking our chat reps why they wouldn't take a live chat from you, as this caused me reason for concern until I got the full story.

[jcy1978]

Just a quick update on our experience with this customer, the below is from a support ticket we worked for them today:

----------------------
[name removed]
Client
server is still down!!!!!!!!!!!!!!!!!!!!!! i have now ****ing lost so much customers in this time frame!
----------------------

The server in question was not purchased with a remote reboot port but it was rebooted as soon as we were able to get someone on-site at the DC (which took approximately two hours).

I'd like to get some feedback from other hosts as to how to deal with customers who have service with them, yet are verbally abusive towards their staff. As a host in the "value oriented" sector, we tend to deal with a younger subset of customers where such attitudes are more prevalent. We recognize that each customer is valuable, and we want to work with as many clients as possible, including this one.

Do the majority of other hosts give "warnings" to clients, letting them know that this isn't the way to speak to your team? Do you have a zero tolerance attitude towards profanity? Or, do you simply turn a blind eye and let such abuse go? This problem seems to creep up from time and we do not have a policy on how to deal with it, which I think we should.

My reply is below, and while I admit does contain a bit of sarcasm, this certainly isn't the "average" customer when it comes to their dealings with us, but they are still a paying customer.

This customer deserves the service that they purchased, but how far would you allow things to go?

-----

Good afternoon,


Thanks for the profanity usage. I will ensure that our staff continues to speak to you only with courtesy and respect that everyone should be given. I assure you that they our team would never speak to you in such a fashion, and if you have any emails indicating otherwise, please forward them to me.

That being said, it's obvious that you do not have to give us the same courtesy, but we will still continue to assist in any way we can. Your server has been rebooted per your request (several hours ago now), and an additional reboot was just performed as I noticed ICMP requests were timing out. If you need us to hook up an IP KVM for additional troubleshooting, we can do so.

Note: if you had ordered a remote reboot port previously, it would have been available for your usage, we can set one up on your server now if this is something that you would like to have.

That being said, please let me know if any member of the IGSOBE team caused the outage on your server while performing work for you. If so, you will be compensated for the downtime. I did not see any open tickets indicating this was the case, but let me know if something was overlooked.

-----

[sirius]

Curious... how happy do you expect a customer to be, when they're waiting 2 hours for a simple reboot. To me, it doesn't matter if they purchased a reboot port or not, waiting 2 hours for someone to reboot is simply unacceptable.

I can understand them being angry and maybe using a foul word here and there. With that said, I don't condone it, but it happens. You're best bet is to ignore it... address the issue, not the person. Also not sure that his use of the F-bomb in the ticket warranted such an arrogant and unhelpful response from whoever responded. Not sure what the persons intent was, maybe to make themselves feel better, but it doesn't do anything other than further piss off a pissed off customer.