Fustrated - How Can I Get Service!

[RONMARCO]

I need help. How can i get a hold of someone at Aletia. I have tried email, phone and tickets and Well i am on day 5 now and still no respond form sales or support or sysadm or Laura. I want them to register my domain but have not heard back from anyone. Honestly I am thinking about cancelling my service. Not even a response nothing-the most fustrating part. If this is the service now i cant image what it will be like once i finally have access.

Signed,

Fustrated

[Julian Muñoz]

RONMARCO, I am really sorry for you guys, there seems to be some problems lately here, in Aletia. I hope all your problems get fixed soon.
But please, try to not post the same message in multiples threads.

The staff doesn't visit this forums very often, so, if you think you will have your account and/or domain, by posting on this forums, you might be wrong.

This forum is only for support from another users. We do not work for aletia in any way.

Thanks.

[John]

I know how you feel RonMarco i have 2 tickets open, emailed some of the support staff still no reply

Hope everything resolves for you gl.

[E.Z]

Guys,

I read here and on other forums that lately Aletia ran into some problems (seems to be technical), which really ruined their reputation for having excellent support.

However... about a week ago I opened a low-priority support ticket. I forgot about it as the issue wasn't that urgent or important. Today I noticed that I have an email from Aletia Support.

Turns out they did what I asked them and replied to the ticket MINUTES after I opened the ticket. This is how it used to be before the recent turmoil, and I sure hope this is a sign of things getting back on track.

I suggest you check the status of your tickets. Maybe they are now waiting for some information from you. I know that you're supposed to get an email whenever the status of the ticket changes, but just to be sure check the tickets through the web interface.

[Iphigenie]

I think mostly aletia is victim of their success, growing too fast...

Also, probably, a lack of a systematic procedure when things go wrong

They probably will have a disaster recovery procedure soon, it should not take days to get sites back up when a machine fails.

It is rather easy to set up a system allowing you to restore a whole machine quite easily, or, if hardware takes too long to be delivered, deploy the sites on other machines temporarily (people will accept not being able to update for a few days, they won't accept having the site down for a week).

And the one biggest thing they could do: inform users.
My site was down, then moved to another machine, and at no point did I get an email telling me about it. I still cannot update my site

Shame

Iphigenie

[John]

Originally posted by Iphigenie
I think mostly aletia is victim of their success, growing too fast...

I have to agree, when I joined last december support was great, problems were solved in minutes.
They were on ICQ and AIM daily, it was great.

Shame indeed, hopefully things will improve though.

[Wipeout]

I have never had any problems with Aletia's support.. I have always gotten same-day replies on my tickets and they work hard to fix the problems. Maybe you're just a really unlucky person? heh

[Iphigenie]

I usually get same day replies as well, allowing for time zone differences and all.

But first I have to notice the problem, and when the problem is one they cause they could check and notice it without my having to come.

You restore a 100 sites after a crash? Someone should do a quick check to make sure the homepages come up. This can be automated to see that at least no http error code comes back on the front page (mine did, error 500...)

You move those 100 sites? same thing...

Although I'm sticking with Aletia for now, at least they try and it is good value for money. I mean you even get Ruby and stuff!

I sort of hope they'll throw in a free month if they goof up again, seems fair when my site was down in one way or another for over 14 days in the last 2 months...

Iphigenie

[Dogma]

Originally posted by BucShot
While you people were making your monthly payment, my new host was upgrading our pop email accounts and bandwith for FREE!! I had zero down time last month and no server lag.

Yeah, totally! I have 20 gigs bandwidth, less then 5 minutes of downtime this month, unlimited pop3 email accounts. No sever lag either and a nice, fast FTP connection. My server has been up for more than 52 days! (Getting near to it's record of 90+)

oh wait, Aletia is my host. Does that make me a bad person?

[Iphigenie]

Bucshot - We don't care

How long do you think until your new host goofs up? It just happens. And I'd say the "free" upgrades are a sign that those upgrades were needed to maintain performance...

I have sites on different hosts and I must say, besides the hiccups last month, Aletia's track record is quite good. Especially for offering access to a lot of tools and technologies, and keeping it updated.

The fact that many changes are automated and under my control is great, and the few things not yet automated are usually actioned in a few hours.

I agree that Aletia could improve in the quality control, disaster recovery procedures etc. And maybe give people affected by a lot of downtime this spring a free month... But honestly I would still recommend them as good value for money!

For example I have had an account at concentrid for several years and it has not occured to them to evolve my account with the times. I still get just the features I signed up for... needless to say I have planned to lose them - I have paid montly for 3 or more years and they still don't make an effort to give me php4 or anything. At the price!!!

Iphigenie

[timechange]

Originally posted by Dogma

(Getting near to it's record of 90+)

97
Long live the Dolphin!

[Dogma]

Originally posted by BucShot
Nice try Dogma...

It's all true though...except now it's been up for 54 days...

[WVGhosts]

54 days 23 hours 27 minutes to be exact. Dolphin has been a wonderful server to be on. I am glad Aletia stuck me on this one.

Been on this server for well over a year now, and I can't complain about any downtimes.