Disapointed with Jag TEch support...

[Redemption]

Almost 24 hours to move a domain from a vps to a sdx. First time they move the wrong domain, second time domain moved is not working. Both times they sent me the email telling me move had been successful. What a joke, I would imagine that it would make sense to look at the site and make sure it is working prior to telling someone move was successful?

I am hoping that I just happened to hit a inexperienced technician and this is not signs of the type of service I should expect moving forward.


Worst yet, my last response was over one hour ago, they have yet to address my concerns "site is still down" or assign someone to move the site. Did I mention my site is still down?



I know at times is hit and miss, but come on...

[Vin DSL]

I am hoping that I just happened to hit a inexperienced technician and this is not signs of the type of service I should expect moving forward.

Get a hold of Smith.

He'll get it running for you...

[Redemption]

Get a hold of Smith.

He'll get it running for you...

It looks like allan was attempting restore, he could not look more incompetent if he tried to. He still swears that the move was successful and all I need to do is re-assign users and passwords to the sql so that the site comes up.

I tried explaining that my DB on the old server is over 100mb in size and the database they imported is only 60 so it was not imported properly. Geez then I guess they ignored me for two hours because when I replied to the ticket and asked for status once per hour, the software would send my request to the bottom of the list?


Needless to say I am canceling SDX and a new reseller account I registered, as soon as I find a suitable replacement I will cancel the VPS and the backup space.

I do not feel comfortable anymore trusting my sites to a support that is unable to do as simple task as importing a domain. The only thing they managed to do was burn 24 hours of my time...

[jason]

Before you jump ship, I'd recommend contacting someone in management and explaining your issue. Management is very reasonable here and will usually make right on anything if the client brings it to their attention.

As a developer I have had to deal with many host's tech support on behalf of my clients and I have yet to find anyone that is as responsive, helpful, accommodating, and thorough as JPC. Given that, sometimes you do hit a bump in the road, but like I said, if you bring it to management's attention they will fix it.

--Jason

[thelucky4]

Before you jump ship, I'd recommend contacting someone in management and explaining your issue. Management is very reasonable here and will usually make right on anything if the client brings it to their attention.

As a developer I have had to deal with many host's tech support on behalf of my clients and I have yet to find anyone that is as responsive, helpful, accommodating, and thorough as JPC. Given that, sometimes you do hit a bump in the road, but like I said, if you bring it to management's attention they will fix it.

--Jason

I whole heartedly agree. I've been with 4-5 hosts if my memory serves right. Jag is thus far one of the most responsive and huge community driven. I would follow Jason's recommendation.

*The only thing I do wish for is live technical chat support Sometime soon maybe?

[Redemption]

I am done, I thought I cool down and give it a try, but the redundant questions and lack of effort to resolve my issue is unacceptable. I rather pay and arm and a leg elsewhere as long as the support is able to trouble shoot and fix problems on a timely fashion. Ho you contact management? I try their phone and always get the silly answering machine. This is what I am dealing with;

Subject : Move Website
+ + + Client + + + : Redempti@n 2008-02-03 / 23:14:31
sample URL:
Could you move www.mysite.com from vps.mysite.com to the new sdx account "mysdx"

Thanks
VPS password;

User name; mysite
password: my pass

Then type su on the ssh screen it will ask you for password. At this point enter;

rootpass





SDX Password;

Server Name: gold.server.com

Domain Name: mysite.com

IP Address: 69.73.141.XXX

Username: sdxuser

Password: mysdxpass


+ + + Client + + + : Redempti@n 2008-02-04 / 00:09:44

I already changed the DNS, will someone be working on this?


Thanks


- - - SYSTEM - - - 2008-02-04 / 01:13:44
A customer service representative has begun working on this issue.

- - - Tech - - - : Smith. 2008-02-04 / 01:15:34
We will need to terminate the existing account on SDX so that we can transfer the account from VPS.

Please confirm it so that we can proceed.

Let us know if you need further assistance.

Regards,
Smith


+ + + Client + + + : Redempti@n 2008-02-04 / 08:11:47

You can terminate and I imagine then you transfer to same sdx server correct? I already did the dns trasfer and my site is down as we speak so the sooner you do this the better.


- - - SYSTEM - - - 2008-02-04 / 08:13:40
A customer service representative has begun working on this issue.

- - - Tech - - - : Alex.M. 2008-02-04 / 09:19:04
Hi,

Please provide us your VPS main IP and its root password, And also confirm that the account "mydomain" is already exist on gold.sdxserver.com having size 0M, So we have to terminate this and then proceed to transfer.

Let us know if you need further assistance.

Regards,
Alex.M. - Technical Support


+ + + Client + + + : Redempti@n 2008-02-04 / 09:45:39

I stated before that you can terminate the sdx account. I already gave you username and passwords but here goes again;


xx.xx.xxx.xxx

user root

password: myrootpassword

- - - SYSTEM - - - 2008-02-04 / 09:47:52
A customer service representative has begun working on this issue.

- - - Tech - - - : Alex.M. 2008-02-04 / 11:01:37
Hi,

Extremely sorry it appears that you are using different port for SSH access as I am unable to connect with VPS via above login.

Let us know if you need further assistance.

Regards,
Alex.M. - Technical Support


+ + + Client + + + : Redempti@n 2008-02-04 / 11:15:49
SSH port log in is as follows;
ssh to xx.xx.xxx.xxx on port 79

User name; myusername
password: mypassword

Then type su on the ssh screen it will ask you for password. At this point enter;

rootpassword

- - - SYSTEM - - - 2008-02-04 / 11:22:22
A customer service representative has begun working on this issue.

- - - Tech - - - : Howard.R. 2008-02-04 / 12:55:23
Hi,

Your account "mysite" from vps.mysite.com has been successfully transferred to account "mysdx.com" at server gold.sdxserver.com.Please verify at your end

Do let us know if you need further assistance.

Regards,
Howard R.
Technical Support Engineer
JaguarPC


+ + + Client + + + : Redempti@n 2008-02-04 / 13:27:11

It is not working on my end, the dns is propagated but the site not coming up, can you check to see why www.mysite.com is not working.


Thanks


+ + + Client + + + : Redempti@n 2008-02-04 / 13:34:21

I am thinking that you guys made a mistake and imported mysite.net I requested mysite.com to be imported to the SDX

What is going on folks?


- - - SYSTEM - - - 2008-02-04 / 13:34:31
A customer service representative has begun working on this issue.

- - - Tech - - - : Allan. 2008-02-04 / 14:17:39
Sorry for the problem , I am transferring the correct domain now.

Feel free to contact us if you need further assistance.

Best Regards,
Allan | Technical Support


- - - SYSTEM - - - 2008-02-04 / 14:22:11
A customer service representative has begun working on this issue.

- - - Tech - - - : Allan. 2008-02-04 / 16:06:51
Account has been migrated successfully.

Feel free to contact us if you need further assistance.

Best Regards,
Allan | Technical Support


+ + + Client + + + : Redempti@n 2008-02-04 / 16:56:16
Site is not working, database error, would it be much to ask for you to look at site prior to saying that it is transferred successfully?

This is the second time I am told it is transfered and yet the site is not working...


+ + + Client + + + : Redempti@n 2008-02-04 / 16:58:53

By the looks of it the database was not transferred completely.


+ + + Client + + + : Redempti@n 2008-02-04 / 17:32:22

Folks I am being patient but I would like to know the status of my transfer. I like Jaguarpc but I must say that almost 24 to transfer a domain seems unacceptable, particularly when you are making mistakes on a simple transfer that no reputable company would make.



+ + + Client + + + : Redempti@n 2008-02-04 / 17:59:15

One hour and no reply to my ticket, this is sad...


+ + + Client + + + : Redempti@n 2008-02-04 / 18:46:38

Another hour bytes the dust and no reply. DO I need to take my business to another web host provider? I guess time to start looking on webhostingtalk...

I am so disappointed with Jag...


- - - SYSTEM - - - 2008-02-04 / 20:10:49
A customer service representative has begun working on this issue.

- - - Tech - - - : Allan. 2008-02-04 / 20:14:21
Your database has been moved over , what you will need to do is that you will need to create proper database users from cpanel of account and then you will need to assign them previliges to access the databases.In this way your code will be able to connect to database.

Feel free to contact us if you need further assistance.

Best Regards,
Allan | Technical Support


+ + + Client + + + : Redempti@n 2008-02-04 / 21:11:51

DO you realize that the DB on the old site is over 100 megs while the alleged imported db is barely 60? You probably would know that if there was someone competent moving the sites.

If sites are moved properly all settings are transferred and no need to edit databases or the users. Do not bother moving the site as I am canceling the sdx and will definitely look for another host.

I no longer have faith in customer service and cannot see myself trusting my sites to your incapable hands.

Please note that I am not attempting to get on an argument, but there is no reason why your team should have not been able to accomplish as simple a task as moving a site.

Anyhow, thanks for trying anyway...


- - - SYSTEM - - - 2008-02-04 / 21:27:48
A customer service representative has begun working on this issue.

- - - Tech - - - : Allan. 2008-02-04 / 21:32:01
We are sorry for the problem you faced and apologize for some delay in support response , any how , please check that your domain is loading ok now and database error is gone as well.
Refresh your browser cache and then try.We checked from multiple locations and are able to load this as below link of proxy sites show.

http://www.sitesurf.net/surf.php?mysite.com

Feel free to contact us if you need further assistance.

Best Regards,
Allan | Technical Support


+ + + Client + + + : Redempti@n 2008-02-04 / 21:42:26

The reason www.mysite.com is working is because I changed the DNS and pointed back to my old VPS. Your failed attempt at transferring my domain is still dead as you where unable to transfer the files properlly;

http://gold.nocdirect.com/~mysite/


- - - SYSTEM - - - 2008-02-05 / 02:46:25
A customer service representative has begun working on this issue.

- - - Tech - - - : Keith.Y. 2008-02-05 / 03:49:07
Hi,

I have tried to fix the issue but it appears the there is some mysql version related issue. There is mysql version 5.0 on your VPS and we have mysql version 4.2 on our server.
But I think we must have a try to retransfer your account to the SDX server. But for that we will have to terminate your account infinit from the SDX server. Please confirm so that we may have a try.

Feel free to contact us if you need further assistance.

Regards,

Keith
Customer Service Representative
Jaguar Technologies


+ + + Client + + + : Redempti@n 2008-02-05 / 08:53:40
The mysql on your server is not 4.2. your version is 5 just like mine; MySQL version 5.0.45-community.

You can try to move again, however if you fail again. I will be done with jag. Make sure you put someone to work on this that can actually do the move. The clock is ticking as I am shutting the board down on my site in anticipation of the move.






- - - SYSTEM - - - 2008-02-05 / 08:55:17
A customer service representative has begun working on this issue.

- - - Tech - - - : Alex.M. 2008-02-05 / 10:05:52
Hi,

You have not confirmed either we should terminate your account before proceeding.

Let us know if you need further assistance.

Regards,
Alex.M. - Technical Support


+ + + Client + + + : Redempti@n 2008-02-05 / 10:37:25
I would think that giving you permission to move site, would constitute confirming that you can delete the account that is not working.

YOU CAN TERMINATE THE FAILED TRANSFER ACCOUNT

is that confirmation enough?


+ + + Client + + + : Redempti@n 2008-02-05 / 10:55:06

second thought, do not bother just refund my cash.


Thanks

It took them one hour on the last ticket from the time it said that someone is working on it, till they came back with the silly comment that I had not given them permission to delete the failed transfere account on the sdx. That is not customer service at all...

[thelucky4]

Ouch, that sounds like a pain indeed.

This may be a moot point but if you have cpanel on your vps I would do a site backup for mysite.net. Then place it in your /home/tobepickedup directory and tell Allan or the tech rep to grab that full backup and restore.

If you've only done the addon domain in your current VPS, or are not using cpanel...I would still do a full zip/tar ball of your mysite.net directory + the mysql database.

Then either manually move things over or ask them to transfer only to the contents to your SDX.

Depends on how you've structure the backups/directories it may very well just be confusing the tech guys.

[jason]

There are two ways to contact management:

1. Ask that your ticket be elevated to management. Once the tech elevates it a manager will see it and respond. It may take a little longer to get a response depending on staffing and the number of issues at the time, but a manager will get back to you.

2. According to Greg's latest post, Robert is the new technical support manager, so you could send a private message via these forums to JPC-Robert. Be sure to reference the ticket number in your message.

--Jason

[Redemption]

Thanks for the help! Smith responded to my last ticket, I hope he can get the job done.

[jason]

Smith will take care of you. If not we'll send VinDSL after him! (Don't worry, it is an inside joke of the forum regulars.)

--Jason

[Vin DSL]

DID YOU SAY SMITH?

Slowly I Turned...

NIAGRA FALLS...

[thelucky4]

DID YOU SAY SMITH?

Slowly I Turned...

NIAGRA FALLS...

Step by step

haha i love it! oh the memories.

[siceman105]

I know exactly how you feel. Ive been with JPC about 8 years now, but in the last month the tech support has been terrible.

Im currently working through an issue regarding email not arriving, and its take days just to get them understanind the problem, and still basic questions are being asked. its appauling, each hour is costing me money.

[Frank Broughton]

Before you jump ship, I'd recommend contacting someone in management and explaining your issue. Management is very reasonable here and will usually make right on anything if the client brings it to their attention.

As a developer I have had to deal with many host's tech support on behalf of my clients and I have yet to find anyone that is as responsive, helpful, accommodating, and thorough as JPC. Given that, sometimes you do hit a bump in the road, but like I said, if you bring it to management's attention they will fix it.

--Jason

I can attest that the above is very true. I have been treated MORE than fair by management here at JPC. Support, well you know how us tech guys are - we be weird. We fix problem hope you go away and we go onto next problem. Day after day problem after problem, mad people always. Come on give us tech guys a break!

I know exactly how you feel. Ive been with JPC about 8 years now, but in the last month the tech support has been terrible.

Im currently working through an issue regarding email not arriving, and its take days just to get them understanind the problem, and still basic questions are being asked. its appauling, each hour is costing me money.

If you have been hosting sites for 8 tears not why would you still even need support?

[Vin DSL]

If you have been hosting sites for 8 tears not why would you still even need support?

It's 96 tears Frankie, not 8...