Appauling

[Jonny]

I have been a DEHE client for god knows how long, and up until about 1-1 half months ago I was an extremely pleased customer.

However, DEHE, in my opinion has completely gone down hill, from being one of the best to being at the bottom, as a result, i have removed my name of dehe coming highly recommended, because at the moment, i wouldnt recommend you, because you have come downhill...

Not only has the support from you guys completely changed, from being extremely FAST (responses generally within 5 minutes) to very sluggish - some replies taking hours, the amount of downtime lately is pothetic. As far as im concerned there is no point in you even offering uptime gurantee's anymore because, at the moment, you cant keep to them.

As for replying to customers complaints about tickets, what you need to relise is, we dont want you to look into particular ticket numbers - because its just about every ticket, we simply want swift replies (15-20 minutes - as before).

I completely understand that a admin change like the one recently, will no doubt come with its downsides, but its a few weeks after the change now and support is still sluggish. As for downtime, i think the move for your massive amount of servers was fast in my eyes, and for that, i praise you, however, for things such as DDOS attacks, shouldnt there be systems in place that stop things like this happening... I always told there was.

Im not sure anymore, but, from reading the forums, whats customers say, and the responses staff are giving, i honestly think you need to work hard to regain you status, afterall, DEHE stands for definition of hosting EXPERTS...

[PaulStuffins]

Jonny,

Pleasedo not lump SolidHost in wit DEHE. Thay have not been affiliated for a month or more.

After speaking with Andre lastnight he informed me that SolidHost servers were not affected by the weekends trouble.

Personally I think it is appalling how Greg has not even been here after buying DEHE from Andre. Not even over the weekend when people were calling for Andre's blood. Its not Andre that should be held accountable its Greg. Please can we not blame ANYTHING on Andre anymore.

Paul

[Jonny]

See, this is something else we havent been informed about. I am not blaming Andre, andre is one of the best in my opinion - never have i met a CEO who is so involved with his clients and actually takes a personal interest - he is a good bloke.

I completely agree with the comment made about Greg. As a CEO not only should HE make the announcements of such big going ons, he didnt even bother to do the press release for the take over, he got one of his minions to do it for him. I can only see DEHE going further and further, and I am already looking for another provider if things dont start to improve...

[PaulStuffins]

Jonny,

I can only imagine what you are going through atthe moment as I am not a DEHE client.

I would guess that Greg is very commited to both DEHE and JaguarPC. As for the last weekend I can only guess that Greg/DEHE were going to announce a server move in a few months but after the power problems at GNAX (of which several other hosts were caught up in) Greg decided to move the servers then rather than have more down time in a month or so. In hindsite that maybe was not the best way to handle the situation but now you have the JaguarPC techs in the datacenter with your servers and so troubleshooting WILL get faster as they have removed a step.

I would imagine that the worst of the transition is over and support will pick up now. Just give the guys a fortnight before you bail.

Paul

[coldservers]

Paul,

It's interesting to see your support for the DEHE and Jag now, since I can recall you being very blunt in your expressions of disapproval and actually pimping us into moving our servers which I told you my opinion about. But, that's water long long under the bridge now. We're cool man. Nevertheless, I can also see you're being very active in the forums now advocating the hosting companies with which you have no current business. Ok, that's your personal choice. We have the freedom of speech.

Still, you have read my long post to which you have replied regarding the total move time, so you must have seen what I was looking for from Dehe. I was looking for a timetable of repairs, nothing else. A repsons in three lines. I don't need excuses, no explanations, just a mere - even as little as an - approximation of when things will get to normal. To me it's not normal to have Solidhost propagated through our servers as it no longer has anything else to do with the current servers or their settings. It's not my mood that requires this to be corrected, but problems I have with domains that can be pointed to my servers only and when TLD authorities confirm that my hosting operation is in fact what I'm claiming it to be. So an unexisting root mail is clearly one of such things. My good fortune is the only thing that help me overcome this obstacle on Monday, when one of these authorities was open enough to understand my situation and turn a blind eye. Still, these favours can not and will not go on forever. In fact, I was explicitly asked to deal with the issue.

As I have found my-self in a situation where SH support was given to me even on Sunday and Monday, just like always before, since I signed up with SH and not Dehe and was being made aware of being a Dehe client a week ago, now this support was not available anymore and noone from Dehe support has contacted me so far to help me deal with even the issue of accessing the support interface. All this is still too much of a mess.

Dani

[PaulStuffins]

coldservers,

When I was posting on Sunday I was not fully aware of the full facts. I have since had a very long conversation with Andre and I have a fuller picture of what has happened. I am still no aware of all the details and I do not think I will be.

Please do not think that I fully support Jag/Greg for how the aqusition has gone as I do not. The aqusition has gone very badly and my guess is if the problems of the weekend had not presented themselves that DEHE clients would still be thinking that SH was the parent company.

All that has changed since the weekend is my understanding of the situation has got a little better and I can see that Andre is not to blame as much as I thought he was.

Yes I was "pimping" other hosting companies but I have since responded to all the enquiries that were made and informed them that I am unable to help. That was my choice. Andre has not asked me to do that and nore has any of the DEHE staff.

Do you mean that you have a hostname of "vps123.solidhost.com" as I would imagine that once the support has returned to a stable level after the weekend that they can sort this out for you. Also do you have a PTR(Reverse DNS Record) set up on your IP to be the same as your hostname?

As for SH supporting you on Sat/Sun but not since my guess is that on Sunday it was discovered that Andre had sold DEHE and so they were no longer able to offer any support. As to accessing the support interface it was at http://my.dehe.com/ it now can be found at https://secure.dehe.com/clients/. Be warned that several people are having problems in getting their "lost" password emailed to them.

Although I am not a current DEHE client I am always intrested in seeing how my old hosts are doing as there may be times when one of the offerings of my current host is not enough and one of my old hosts has what I need.

[JMJ]

After speaking with Andre lastnight he informed me that SolidHost servers were not affected by the weekends trouble.

Hi,

This is true, my 2 VPS in Solidhost have not any troubles in last weekend and also the support works still quickly like earlier in Dehe also.

Hope that also Dehe support come to work in future.

[Eric]

Please understand there will be a few bumps along the way with the recent changes, but we are doing our best to turn things around and make things even better than what you're used to. The change in management and server moves were emergency situations and there was alot more going on behind the scenes before Greg entered that we won't go into. On the flip side, we understand your situation as well and cannot apologize enough for what you all have been going through over the last few weeks. Things WILL improve so please be patient.

[PaulStuffins]

Eric,

I am sure things will get better. You cant get much worse that the weekend can you :P. That is why I have said to stick around for a couple of weeks before bailing.

I wish you guys luck.

Paul

[JPC-Greg]

Just from Pauls remarks I can tell already too much has been discussed. Instead of having you go on dispensing a false sense of secuirty about solidhost and blaming all dehe problems on jaguar I wish I could set some things straight. Its not professional of us though to beat down Andre or past mistakes and problems though to boast about ourselves, besides how many will actually beleive anything. I'll just get legal council to review whats been discussed and see what all we can talk about to hopefully clear some of the air.

Yes dehe wasnt sold this weekend and that fact is the only reason it still exists today. For now we just want to work our best to give dehe clients the service they deserve, bring about some stability, and lots of goodies. Just send us a wish list and we'll take some polls.

We are here to serve you guys and now that dehe has been rescued its time to get things rev'd up.

[PaulStuffins]

DEHE-Guru,

What remark are you refering to?

If you mean that none of the SolidHost servers were affected in the weekends problems then I am quite justified in saying that as Andre himself has told me that and I have had it confirmed by JMJ.

Also in most of the posts where I have been "bashing" DEHE, Jag, Greg or anyone I have quite clearly said that if I am wrong about something to please inform me.

I wouldjust like to say that I am not blaming ALL of DEHE's current problems on Jag/Greg. But the support times, and general attitude of the staff did change when DEHE was sold.

I am not into spreading rumor and BS around but it does strike me as odd that Greg has not posted once on here to let his clients know that the matter is being heard and it will be delt with.

Also if you read my last few posts both on here and over on WHT I have wished you guys luck SEVERAL times since the weekend.

So please before you blame ALL the rumor on me please actually open your eyes and read some of the many posts both here and on WHT.

Paul

[.Joel]

Paul,

You started your own war and now you're trying to waive a burnt white flag.

Regards,

Joel

[hans]

Please understand there will be a few bumps along the way with the recent changes, but we are doing our best to turn things around and make things even better than what you're used to.

Since you probably wouldn't understand any bumps in my payments, you can't expect me to understand any bumps in your service.

[CPUBUM]

We are here to serve you guys and now that dehe has been rescued its time to get things rev'd up.

This is why I am waiting and staying a customer. I have talked to Celicia and I liked what I heard and felt during the conversations.

There are a number of futures with SH. It appears you are addressing some of those now, but here is a list of my thoughts:

1. BIG ONE: Have the staff ACTUALLY TEST the results before telling you it is resolved. OMG... you would not believe the number of times, it was NOT fixed and we went around in circles. This is a BIG change that must be made. They must check changes they make. You would not believe the number of times they made one change only to break another (from total email outages to SSL Certs installed in the wrong locations, etc). Maybe the issue is they are from all over the world and are not the best on english skills. We need techs to FULLY read and FULLY understand the requests. I had requested a WHM SSL and it took 4 days and 4 install attempts. They said it is working, NO the PAID SSL is not, the free WHM self created was still there.
2. Faster access speeds to the servers (throughput)
3. Faster response to Emergency Tickets
4. Faster response from what seems 'NO RESPONSE' from GNAX when they need to be brought in for stuff the DEHE staff can not handle. It took over a week to install an OS on a new server, I never did get my memory test as they kept forgetting to do it, they are making you look BAD. Take it over and hire your own engineers to perform hardware upgrades, diags, system installs, hardware maintenance, etc. Got to be cheaper then paying for no support which seems the norm from GNAX.
5. More communications. You have 'Network and Hardware status' but it never seems to used to communicate anything except people saying they are down.
6. Blast email from Mail List server telling of outages or expected outages. We are all VERY BUSY and do not have time to read Forums. Have a mailing list that will broadcast changes/outages/status updates. You would be amazed how much better the weekend would have gone with communications. We all would have known a lot faster that my server was left at the old DC by mistake a lot SOONER then we did. I would not have had to go through the loops I did to say... HEY.. you forgot my server.
7. Have a local phone number we can call for Emergency Server DOWN issues. Anything else will be DENIED on this number.
8. Stop charging Bandwidth from our servers to your FTP backup servers or greatly increase our bandwidth to compensate. Makes it hard to do remote backups when you are charged for them, but our traffic never leave your cages.
9. Have your engineers actually tell us what was done to fix something. That way we can fix it ourselfs next time. I perfer to fix my own problems verse call you. It makes it faster me my clients and cheaper for you! I always have to ask since we get canned answers like 'This has been resolved. Let us know if you have any other issues with this.'. I use the support system to research past issues so I can fix myself.
10. Remember you have more then just VPS accounts. You have a number of dedicated servers, which I am one. I feel a little left out like I am a step child, but I have been a SH client for 2 years with dedicated services and VPS has only been here for less then a year.
11. Staff that is more up-to-date on what is going on. A number of times, I have actually found the problem fixes on forums.cpanel.net and corrected while waiting hours and even days for DEHE/SH to fix.

While a number of the above might sound like complaints, most suggestions and ideas are thought up from experienced problems. Sorry...

I know there a more, but I figured I would give this a start.

I would also like to say Thank you for finally posting here and talking with the DEHE clients. I do hope you can retain a lot of them so DEHE can grow back into the strong company like SH was when I was with them, until I was forced to DEHE 2 months ago.

CB

[CPUBUM]

If you mean that none of the SolidHost servers were affected in the weekends problems then I am quite justified in saying that as Andre himself has told me that and I have had it confirmed by JMJ.

Maybe I am wrong, but I was TOLD that all US Dedicated and VPS (ie... ALL US servers and operations) were moved to DEHE. All Solidhost servers are in the NL datacenter.

Is this NOT the case???