For Your Consideration Jag

[EHG]

Originally Posted by Jag

Im seeing a few posts about users wanting email notifications. This isnt a reliable method for a number of reasons when it gets down to move time.

We sent a few mass emails out to every aletia client and told them to watch the page at www.jaguarpc.com/houston.php for the move we are working on. We did this for a reason, its reliable and effective. We update a single file and when you want to see the status of the moves in relation to your server you view the page. We also use the forums as a news and announcements tool and have done so at our Jag site for quite a while. It may be difficult for some users to get used to but stopping in for tow minutes to read the announcements forum will let you catch up on anything you need to know.

We dont expect clients to read the forums everyday but when we sent out the emails letting clients know about the upcoming moves and the houston link at our site we did intend to have clients use them as means for updates.

If we mass email all clients everytime we reboot a server, move a machine, or make a change, then we have to answer to literally thousands of clients that were not affected by those changes and why they are receiving the email. Many go on to say we are spamming our own client base. There is no way currently to mail all the users on a specific machine. Yes there is a block for users on a machine to update their contact, but barely anyone uses it. Plus that contact also would have us mailing resellers clients which we cant do so the software simply dont exist to relay all messages via email.

These are the reasons we ask clients to use the houston page on our site and these forums when they have been informed of a major event like the mass moving of servers. Im all ears when it comes improving service and communication.

I never received any emails from JaguarPC regarding any subject. Furthermore it is apparent from the comments in the various forums here that I am not alone as far as receiving any direct communication from JaguarPC.

If this post seems rather curt or scolding, it is not intended that way. It is meant to be informative and enlightening, however from what I gather from your reply above, the time I have spent on this post could and should have been spent on other productive endeavors, because I seriously doubt that any suggestions contained herein shall reach fruition.

Basically your post defends and explains the actions of JaguarPC with regards to the move to Houston and the way it intends to communicate with it's customers.

Having operated numerous businesses over a time span of decades, one does gain a certain perspective when looking at a business from the outside. Those involved in a particular operation unless they are particularly astute and have the ability to detach themselves from their immediate day to day activities are usually unable to form an objective outlook or realize the overall effect that their part of the puzzle can have on the whole operation.

"Im all ears when it comes improving service and communication." If preconceived attitudes already exist as to a particular methodology in attacking a problem, what occurs when listening is a defensive reaction, which I consider the post above to be. If you were really listening to your customers who have stated their various problems over and over again in these forums, many just repeating similar problems that have already been posted by others, you would realize that your current methods to involve and inform your customers about the various activities that Jaguar has or will take that effect them have been insufficient and seriously lacking in maintaining a loyal and happy customer base.

"I'm all ears" is fine and wonderful. To be perfectly frank if you were an executive in one of the companies I previously owned - I would expect nothing less. Beyond that I would also expect that with the level of dissatisfaction that the customers have expressed you would not be defending the status quo or the system in place but would have the talent and ingenuity to create a better system to keep the companies customers informed and satisfied. First and of foremost importance to any company is it's CUSTOMERS - for without them THERE IS NO COMPANY!

It should be rather apparent from many of the communications posted in these forums, that many customers were totally unaware of what was occurring, how it would effect them or what actions would be required on their part, in order to maintain and assure themselves that their sites would be on-line and available to visitors/customers.

Furthermore whether you accept it or not those that come to these forums are a minority of the customers of formerly Aletia now JaguarPC. For every customer who has posted their problems on this forum, no doubt that their are many who are still trying to resolve the issues themselves, or as of the moment unaware that there have been changes to their site which will require actions on their part if they wish to maintain or change their site.

Many have opened support tickets in order to get resolution to the same problems that effect virtually all who have been migrated from one server to another, to answer the same questions from your customers certainly is not an efficient use of the staffs time. There are those customers who have unique problems which require that staff contribute to the resolution and these customers have to suffer delays because staff is busy answering numerous inquiries that could have been handled in a more efficient manner

THE FIRST POSTS ARE FROM INDIVIDUALS WHO OBVIOUSLY STILL TRYING TO UPLOAD FILES TO THE OLD EAGLE SERVER EVEN THOUGH HIS SITE IS NO LONGER HOSTED FROM THAT SERVER - HE IS NOT ALONE, HOW MANY OTHERS ARE STILL TRYING TO FTP TO EAGLE??

SINCE YOU HAVE STATED WHY YOU ARE UNABLE TO COMMUNICATE TO CUSTOMERS INDIVIDUALLY BEFORE HAND AS TO WHAT ACTIONS THEY WILL HAVE TO TAKE IN ORDER TO MAINTAIN THEIR SITES - PLEASE TELL ME WHERE ON THE HOUSTON PAGE (NOTHING MORE THEN AN OUTLINE OF A PLANNED MIGRATION) OR IN THESE FORUMS WHERE YOU HAVE INSTRUCTED YOUR CUSTOMERS WHAT WILL BE REQUIRED OF THEM IN ORDER TO MAINTAIN THEIR SITES. WHERE DOES IT INFORM THEM THAT THEY WILL NEED TO USE A NEW HOST ADDRESS# TO MAINTAIN THEIR FILES OR HOW TO OBTAIN IT??

Can't write files Hey, I'm on Eagle, and I'm unable to upload any files. I get a server failure. Is the server out of space? Thats what it looks like on eagle.nocdns.com. Regards, Mike

The error I'm getting when I try to post is: ....452 Transfer aborted. No space left on device QUIT 221 Goodbye. I haven't used anywhere near the space I have allocated and I can ftp with a regular ftp client just fine. So I'm stumped. Anyone else experience anything similar? I'm going to open a trouble ticket as well, so if I get a resolution, I'll post here. Bemoedee ....

Another individual still trying to transfer files to EAGLE who has had to open an unnecessary ticket trying to resolve an issue that has effected all of your customers who were hosted on EAGLE.

I've been out of town for a week, I come back to find my index page totally messed up, and now I can't access my site to try to fix it. Aletia/Jaguar support isn't responding to my ticket on this issue either. Automile

Yes, all Eagle customers' patience is running out. I don't blame people for freaking out, leaving, complaining, being angry... I am most of the above. I'm sick of seeing the red dots on the status site logan

As of now....I have no POP3 or databases. Here's hoping that everyone else has their problems erased soon. Regards, Jeff

Thank you to those who have read and kept watching how my situation regarding my Eagle move and the site "taken over" has resolved. I am finally back up, BUT, ALL of my subdomains are now gone.... yup, ALL GONE!!! MAGS

Is anyone else affected by the Eagle server fiasco able to login to MT since the server change? kagstone

When I try to access my Control Panel, I get the simple message, "Access Denied." I have outgoing mail, but no incoming (I've sent myself three messages in the past three hours, and none of them has arrived yet). Smithcraft

yeah, ive been having the same problem with MT for the second day now. i have an open ticket but have yet to get a response. Vapiduser

I'll be honest and brief. I don't feel that I, as a customer, should have to keep track of these forums to know what is going on with the space I pay for. I would much rather prefer an e-mail to being told to 'check the forums'. Amichi

Anyone else having problem with cgi scripts since the move? Rob1

Hi Rob1 Yes I have also incurred a similar problem. I use a small pearl script Bandley3.com's ActualTime v1.0 to place the current time and date on my site and as of this moment 0027 hours September 10th it is not functioning.EHG

Jay-Eff.com. I can't get into my cpanel or mysql. My whole site is based on that mysql. It is giving major errors. I am ticked! Jay Eff

According to the New CPanel I have NO databases in mysql! All my databases are gone?! Jay Eff

Is somebody gonna tell me what my new IP is? I don't use aletia dns, so how will I know the new ip? negatory

If you post your domain name, someone here probably can help you. Otherwise open up a ticket, or PM one of the mods.lookout

You can access your web site at 66.227.61.152 Unfortunately it might take a full 12-24 hours for a global propagation. timechange

IS THIS HOW YOU EXPECT CUSTOMERS TO SOLVE THESE PROBLEMS - DEPENDENT ON OTHER CUSTOMERS OR CLUTTERING UP THE HELP DESK OR TAKING THE TIME OF A STAFF MEMBER IN ORDER TO RESOLVE AN ISSUE THAT MANY ARE HAVING AND COULD BE RESOLVED WITH A COMMUNICATION WITH A BOILER PLATE COMMUNICATION CONTAINING SPECIFIC INSTRUCTIONS ??

Why did JaguarPC purchase Aletia??

Surely JaguarPC did not purchase Aletia for their Hardware which consists of lease obligations and ownership of servers of questionable age and reliability? I would imagine that instead saw an opportunity to expand their customer base and also obtain whatever goodwill that the Aletia name ONCE held.

When I signed on at Aletia I just like every other customer received an email from Aletia welcoming me on board and providing me with the information I needed in order to access my site which included the Host Address #.

I would imagine that a data base exists of all of Aletia's customers and in addition that data base would contain their Host Address which could be used to ascertain what server they were on, if no other way was available. Furthermore this data base it would seem would only contain direct Aletia customers including resellers but would exclude the resellers customers.

I find it rather difficult to accept that there is not away to correspond directly with your customers and in addition have the ability to separate them by server.

You tell me why you can't correspond with your customers via email and why you feel that the Houston outline and this forum is the way to go - I'm telling you that it is very obvious that if you wish to maintain cordial and continuing relations with your customers or a great many of them it is not sufficient and it would be beneficial to JaguarPC to develop alternative methods. Even an email with a link to a page which is continuously updated as problems occur and are resolved would be better then your current endeavors and most likely less time consuming. However as I stated above I have never received any communication from JaguarPC.

Individual Email (boiler plate a single email send to all concerned) would be the ideal however by now you must be aware that their are certain universal issues that can be answered to all who have had their sites migrated. I would suggest that you immediately make a sticky post at the top of the forums with a faq type of format to address those problems - that would probably resolve many issues and lessen the amount of time your staff has to spend on answering tickets.

It is also good business and a customary practice that when one company takes over another they communicate with that companies customers usually in the form of a letter, informing the customers about their company and their intentions and how it will effect those customers. You seem to believe that this forum is sufficient for your communication needs - perhaps I am totally wrong in my assumption that only a small percentage of those who are hosted by aletia come to these forums and you are in reality reaching a great percentage of the customer base BUT I DOUBT IT - and if I am correct you really should devise a method to use the data bases of Aletia Customers in order that you may communicate with them more efficiently - and NO I am not referring to every time you "reboot" a computer - only when issues occur that will have significant effect to your customer!

GOOD LUCK JAGUARpc and I mean that - I hope that that your current company and your attempt to integrate Aletia with that company turns out to be a wise business decision and that your company flourishes. I personally shall try to keep an open mind and hopefully I will be another satisfied customer, one of many with no plans to change hosting companies.

[JPC-Greg]

Thats some post, good thing Im a fast reader . All valid points but without trying to outright slam the former owners Im trying to be polite in my relaying a mess that most clients can't imagine. We had to create the aletia mailing list, without email each client one on one (and there are thousands upon thousands) there is no better method at least in my eyes than to direct everyone to a central area to obtain the most current events.

Im not closed to the comments posted here but the former owners were. Before us Im not sure if clients even knew there was a person behind the servers at aletia. But I see areas to improve on the other moves based on the this first batch.

[Automile]

Jag/Greg wrote:

Im closed to the comments posted hear as the former owners were.

Greg, I hope you're just tired and don't mean what you wrote.

If you're closed to the comments posted here, we're all in a lot of trouble. Re-read your message after you've had some rest, and edit it...I'm hoping you don't really mean that.

Andy

[JPC-Greg]

Originally posted by Automile
Jag/Greg wrote:



Greg, I hope you're just tired and don't mean what you wrote.

If you're closed to the comments posted here, we're all in a lot of trouble. Re-read your message after you've had some rest, and edit it...I'm hoping you don't really mean that.

Andy

ack, sigh.... toss that one up to 2 days of not sleeping.

[flipdoubt]

Jag,

I didn't receive this mass mailing either. Could you point me to a URL where I might be able to find it online? Also, so that I can make sure I don't miss such a mailing again, is JaguarPC using the email address on record in my Aletia CPanel or is it from some other data source?

Thanks in advance.

[megmond]

I can understand purchasing Aletia and then also moving headquarters is quite something. I don't blame JaguarPC for the communication problems at the moment.

I can see both sides of the story. Surely nobody expects to be mailed every time there is a tiny little issue, but it seems reasonable to have a (short) message outlining the problem, or at least confirming it somewhere - even in the forums. I have seen this happen at least once for Eagle in the announcements forum (that is was down) and wish this could be kept up.

However, for something as important as moving a server and all related problems that occurred (according to the forums) I would expect more communication - even in times when it's very busy. Short messages in the announcements forum, or footnotes on the houston.php website, anything.

This currently leaves me slightly worried that when 'my' server moves I might have the same problems and no way of knowing what's going on...

Experience taught me and many others that information is important. Even if it's so little as literally saying 'we don't know what the problem is either but we are looking at it'. It still helps tremendously to know that people are aware of the situation and working on it, however long it may take.

If a server goes down for a full day incidentally I don't really have a problem with that (personally) as long as there is some form of information as to what the problem is (if known) and that it's being worked on. If nothing is communicated and I am left in the dark I just get angry or disappointed (or both).

I'm still willing to cut JaguarPC some slack since I realize they are in some difficult times at the moment. However, this slack is partly due to the fact that 'my' server Kiwi is up for almost a full month now so I am not personally bothered by the lack of information like people experience for Eagle.

Keep fingers crossed! And good luck to all Eagles out there...