Anybody else having a hard time with support here?

[sebek]

Ok, so I posted in another thread about "What do loyal clients want" hoping to get some response for help and still nothing. I am at a complete loss as to what to do.

I have a VPS account with one domain name on it. It has been down for almost 2 days now and the last post by support at 11:51pm last night was that the backup process was completed and they were moving on to the rebuild of the server. This was after SWSoft told us that Plesk was corrupted, then the L1 tech told us the server was probably compromised. Nothing else other than that.

SO, i agreed to pay the fee, which is small, to re-kick out the server after a backup was to be completed. The problem is, I haven't heard anything now in over 8 hours. I woke up this morning at 5am thinking everything would be done and nothing was posted and the server was still down. Called Sales, the only voice you can get with this company, left 2 voicemails, hopped on Live Chat and as soon as I got on, they logged off. I have been posting in the ticket now since I got back up at 7:30am and still nothing almost 2 hours later.

The support here is horrible. I have not had this type of problem anywhere and we have been in this business for almost 10 years running our own servers. We heard JPC was an excellent choice for a particular piece of software that required processes that we don't run on our own servers, but I gotta tell you, I just can't see anything excellent about this support at all. In the past we have had slow responses as well, but nothing like this.

I am not trying to fabricate anything on this thread, I just want the site back online like it was promised to be last night. I was told it would take 2 hours to rebuild and here we are around 10 hours. Now, I understand there was more data than expected from our clients domain, so I will give them that, but it only took around 1 hour to backup and then no communication after that. Support just dropped off the face of the earth. I guess if you don't want to keep clients, just ignore them and they will go away. Sounds like that is their main objective here.

[sebek]

wow! still no response from support!

[Connie]

This is not typical of support. I don't know what is going on, but if I were in your situation I would PM the ticket number to Rizwan the Support Manager.

[Ron]

Actually, once you've made an update to a ticket, I don't think that further client updates cause notifications.

So, I'd open another ticket and ask them to give you an update on your first ticket. Be sure to include the first ticket number.

[Vin DSL]

I guess if you don't want to keep clients, just ignore them and they will go away. Sounds like that is their main objective here.

One tree doesn't make a forest!

I've had excellent service here, over the years... No complaints at all, actually, and I'm a complainer!

Anyway, it seems that nothing good happens after midnight, or on weekends!

"Sounds like" luck o' the draw to me...

[SHA256]

Swsoft support is terrible. Maybe that's delaying the process

[Vin DSL]

Swsoft support is terrible. Maybe that's delaying the process

I was thinking the same thing!

...but you said it first...

[JPC-Rizwan]

Hi sebek,

Please pm me your ticket # so I can investigate into this.

[JPC-Tracie]

I assure you we do not ignore our customers and hope they go away. I don't know which account is yours nor what your support ticket is at the time of my posting this, but if it has something to do with SWSoft, they are very slow at answering. That said there should have been updates. PM Rizwan your ticket and he'll take care of you.

[JPC-Tracie]

Based on your phone call to our sales department this morning, I have found your ticket. The last reply was form support August 16th stating the account was restored.

[Vin DSL]

PM Rizwan your ticket and he'll take care of you.

xXx squeeze me?

[the_ancient]

One tree doesn't make a forest!

I've had excellent service here, over the years... No complaints at all, actually, and I'm a complainer!

Anyway, it seems that nothing good happens after midnight, or on weekends!

"Sounds like" luck o' the draw to me...

I cant say I have no complaints, LV1 Techs piss me off....

For example today, I was writing a section of script that uses Sendmail, every time I sent a mail to a local domain account it was disappear, why? because I use google apps and Off JPC Netowrk nameserver, however JPC Name Servers were listing a MX record locally for my domain so it was being routed wrong...

I sumbitted the ticket asking for all MX records be removed from the DNS Servers,

Reply 1, did not fix the issuse, I ended up having to create a Google Mail account for the Tech so he a figure out what I already informed him the problem was.....

These types of situations are becoming the norm every time I contact support, When i send a Ticket it, 99% of the time telling the tech what they need to do, not asking them to solve a problem for me....

[Gwaihir]

Yeah, that tends to piss me off too, when you put in a straightfoward, sufficiently detailed request and you get it thrown back at you cause the tech doesn't know and isn't gutsy / service minded enough to get help at his end.

Does the "daytime crew" trick no longer work? I've learned long ago it's best to submit tickets on any non-pressing matters on weekdays during working hours, Texas time. In my impression, there's the highest density of senior, JagPC attuned staff available at those hours, which really lowers the chance of a ticket going down that frustrating lane. (Disclaimer: I've had so few issues over the last year or two that I hardly dare say wether it still works this way..)

[the_ancient]

The server I am on has HTTP going down for atleast 2mins every day, with about 6 days this month having downtime's over 10mins, finally today I sent a ticket asked why....

Here is the response,

~~~~~~~~~~~~~~~~~~~~
Hi,
We are sorry for the inconvenience. We monitor our servers time to time and try our level best to keep the services up and running consistently. We never wish our customers face a single minute downtime. We also point out the clients that are causing load and block them when required and ask them to upgrade too.

As far as the failover setup is concerned, this is designed to prevent longer delays like in the situations when servers crash due to any software level or hardware level issue. The small outages are not guaranteed as at any stage in a shared environment traffic of any site can go high and resulting in problems. We do monitor and check these things and time to time when a client site's high traffic starts causing problems continuously we ask them to upgrade.

Let us Know if you need further assistance.

Regards,
Andrew
~~~~~~~~~~~~~~~~~~~~

Great non Answer, and makes me question why I should spit out more money for a "High Availability Failover server" that according to the techs "does not prevent down time" hmmm, I kinda thought that preventing downtime was the ENTIRE POINT of a failover system???? silly me...

[the_ancient]

and HTTP is down yet again.......


If this keeps up, with support giving me no answers I may be on WHT looking for a new host....