2 weeks in: 70% uptime, server down for 6 days, 0 patience remaining.

[Niceties]

As I detailed in this lengthy reply in the post entitled, "Slow slow slow slow support resonse times", I continue to endure your complete incompetence as a hosting company. You should read that; it's a good laugh I'm sure.

My update from today is this:

29 hours after telling me they would update me "shortly" (after failing to do what they said they would that morning), they told me today:

We are extremely sorry for the delay occurred on this. It took some time to verify the server rack location. We will get back you with details soon.

Then, 6 hours later:

Hi,

Its an update that our technicians have gathered information about your server and disk and checking for the availability of compatible disk. Once we hear from them we will update you.

Let us Know if you need further assistance.

7 hours later:

Our Nocc Technicians are still trying to locate a replacement drive. We will update you before proceeding with OS reload.

And that was at 7am this morning. It's now almost night.

It just took you 2 days to go from "we can re-install you in the morning" to "ummm we might not have any more of those..." I'm looking at other complaints on here from people waiting a few hours or days and I'm jealous of those people.

I even called yesterday. And I'll give the guy I spoke with credit for being graceful under fire, cause I let him have it, but he told me that not only are tickets always processed in queue order and never bumped up, but that a customer putting more information in their ticket actually knocks it back to the bottom of the queue(!). I saw a reply on another thread where you acknowledge that it's "not working the way you want." Why can't you fix it? Your customers deserve to know and they are asking here and now.

The guy also waved away my use of the ESCALATE button as if it were nothing. No matter what I said, all he would do is apologize and say there's literally nothing he can do for me. No one to contact, no help at all. I simply have to go back into the "ticket system" and wait wait wait. I told him I was lighting your forum up and that he should not only come read it but forward it to every manager right away. He offered no reply to that.

Sabrina says, "When systems fail and machines go down we bring in everyone we can to resolve the problem as quickly as possible."

If that is occurring, it is happening in slow motion. To summarize my experience with JPC:

- 7 days of waiting for an install (after I paid). Dedi sales page says "5 minutes."
- 14 days of working server.
- 6 days of waiting for help with failed server, half of which was spent trying to get support to even acknowledge the problem. Currently they are investigating whether they even can help me.

I propose a novel solution to clear the air and move us forward: Tell me here an accurate ETA on when you can fix this or give me my money back. If this continues to pain me so, I'm going to expand this into a review and plaster it on every webhosting forum I can find. That's up to you if you want to put your sales people through that. If you try to keep my money, I will have AMEX charge it back. There is no escape but through the rendering quality and timely customer service. Go above and beyond. I defy you to impress me.

Tomorrow is will be a full week of downtime. Brand new customer. Amazing.

[gohighvoltage]

Hi Niceties,

I am so sorry to hear of your issues and problems. I can only imagine how frustrated you are, and can empathize. While I don't know what is going on behind the scenes (with support), I can say that all hosting companies and computer builders are struggling to find replacement drives, due to the shortage of hard drives (thailand floods). If you look around the internet, you will see drives for regular computers have 3-4 times jumped in price.

As you probably know, servers use enterprise drives, and have to pretty well match the other drives to work correctly in the raid-10 configuration. While I know it is not what you want to hear, it is plausible that they are really delayed in locating a drive for you.

Now, in the meantime, maybe you can make a request to have you moved to another server. This will get you up and running much faster.

[JPC-Zachary]

I'm sorry that you are having these issues. Would you please provide me a ticket # so that I can work on making this right?

[Niceties]

I'm sorry that you are having these issues. Would you please provide me a ticket # so that I can work on making this right?

I indicated it in my first post:

Here is the number: 13450871

[JPC-Masood]

We are reviewing the ticket. We have identified multiple issues in handling of this ticket which has delayed the response. All of this will be brought up with the management. Your server is located in a new Atlanta cage where we have run out of spare disks. We currently do not have an ETA but we are trying to get the new drive delivered asap. Support is also checking further if there is some other hardware issue impacting drive performance.

[Niceties]

We are reviewing the ticket. We have identified multiple issues in handling of this ticket which has delayed the response. All of this will be brought up with the management. Your server is located in a new Atlanta cage where we have run out of spare disks. We currently do not have an ETA but we are trying to get the new drive delivered asap. Support is also checking further if there is some other hardware issue impacting drive performance.

If it matters, I don't need a 1tb drive. I'm coming off of a 60gb VPS drive with my former host and anything above that is extra local backup storage, nice but not critical. I'm more interested in performance than capacity in a general sense. That may not help you though.

Thank you for the update. I and my friends eagerly await resolution. Our own forum thread discussing the matter has devolved into technical-support-failcat pictures >.>

[JPC-Masood]

I have relayed the information to the team. They will attempt to replace the SATA cable and change SATA port first. If that does not help then they'll ask the DC to try any other compatible drive.

[Main Street James]

I'm sorry that you are having these issues. Would you please provide me a ticket # so that I can work on making this right?

I indicated it in my first post:

Clearly they didn't read the post that you linked to when you started this thread. It has been my experience that JPC tech support does not read all the information provided in tickets, let alone give it the appropriate consideration. They also dismiss information provided when calling in a problem.

One of the major failings of the JPC tech support process is that whenever your ticket is assigned to a tech support rep the rep doesn't read the entire ticket. It seems like they only read the last information provided by JPC and assume the previous JPC tech was correct in their assessment. Sometimes they latch onto one part of your reply that supports their assessment and ignore the rest of your reply.

We started migrating dozens of sites over to our JPC VPS from another hosting company a few months ago. We stopped after encountering some issues with the VPS and the inability of JPC tech support to consider our input regarding the issues that we were having (clearly a novel approach). Even after a rather nasty phone call they didn't want the two weeks of data we had supporting our correct diagnosis of the problem.

One problem - that might have been resolved on the 11th - had been occurring for 72 days. It appears to have cost us our largest client. We may also have to reimburse them for the $3,000 they paid to one of their business partners for an email campaign that failed last week. Our VPS (4 core, 4GB) was extremely slow if it responded at all. While the server was basically DOA the max load was 0.60 (1 min), 0.55 (5 min), 0.49 (15 min); max RAM was 656MB (out of 4GB); max CPU was 4 (each of the 4 cores) and ave 1 (each of the four cores). Our client complained that they got better performance and support response times when using their $5 p/m GoDaddy account - and they were right.

Due to these problems we're currently evaluating other hosting options. The wasted time and money while testing, moving, reconfiguring, etc, etc is preventing us from moving forward on other projects (and causing us to fall behind on others). In this economy we can't afford to piss away clients, projects, money and time.

I certainly hope you get your issues resolved quickly.

[Jamsori]

Whilst support has been poor and below my expectations, performance (at least for now?) on my node is excellent. If it wasn't, i'd be asking for my money back guarantee and leaving. My node went down on a few hours ago for 4 hours, so i have my fingers (and toes!) crossed that it doesn't happen again. :/

[Niceties]

Clearly they didn't read the post that you linked to when you started this thread. It has been my experience that JPC tech support does not read all the information provided in tickets, let alone give it the appropriate consideration. They also dismiss information provided when calling in a problem.

One of the major failings of the JPC tech support process is that whenever your ticket is assigned to a tech support rep the rep doesn't read the entire ticket. It seems like they only read the last information provided by JPC and assume the previous JPC tech was correct in their assessment. Sometimes they latch onto one part of your reply that supports their assessment and ignore the rest of your reply.

We started migrating dozens of sites over to our JPC VPS from another hosting company a few months ago. We stopped after encountering some issues with the VPS and the inability of JPC tech support to consider our input regarding the issues that we were having (clearly a novel approach). Even after a rather nasty phone call they didn't want the two weeks of data we had supporting our correct diagnosis of the problem.

One problem - that might have been resolved on the 11th - had been occurring for 72 days. It appears to have cost us our largest client. We may also have to reimburse them for the $3,000 they paid to one of their business partners for an email campaign that failed last week. Our VPS (4 core, 4GB) was extremely slow if it responded at all. While the server was basically DOA the max load was 0.60 (1 min), 0.55 (5 min), 0.49 (15 min); max RAM was 656MB (out of 4GB); max CPU was 4 (each of the 4 cores) and ave 1 (each of the four cores). Our client complained that they got better performance and support response times when using their $5 p/m GoDaddy account - and they were right.

Due to these problems we're currently evaluating other hosting options. The wasted time and money while testing, moving, reconfiguring, etc, etc is preventing us from moving forward on other projects (and causing us to fall behind on others). In this economy we can't afford to piss away clients, projects, money and time.

I certainly hope you get your issues resolved quickly.

Yeah thanks. I'm up to 10 days now.

I also felt like my ticket wasn't really read but I guess you get hardened after reading too many complaints over time... customer service burnout and such.

Oh, there was one person who answered my call to go above and beyond, but it was another customer offering me some space on one of his servers. I don't think that would work for me here but I appreciate the offer.

I would like to restate that I asked for an ETA or my money back and was given neither. If that's not a hostage situation I don't know what is. YOU WILL BE OUR CUSTOMER!... AS SOON AS WE CAN DELIVER SERVICE AGAIN!

[Niceties]

You guys just charged me a monthly fee today, meaning not only are you continuing to charge me while I'm down (for 10 days now), but you're actually counting the week that I waited for my server to be installed! Just when I think I cannot be any more stunned.

This is seriously bordering on fraud and I want out now. Return all of my money immediately (minus 14 days if you actually feel you earned that). If you try to keep my $200 buydown I'm going to scream bloody murder.

I will wait 2 days before taking action. It is in your best interest to restore me and let me go. You already destroyed my user base and that is irrecoverable. This is your last opportunity to act like a company that gives a crap and do something right by me for once.

My billing ticket # is 13453752. If there is a manager out there who can wave his wand and make my nightmare end, now is the time.

[JPC-Ross]

Hi Niceties,
I replied to your ticket earlier, please check it if you haven't already. We deeply regret this issue and the delay that came with it.
Kind regards.

[JPC-Ross]

I also notice Les has your other ticket claimed, I'm sure he will let you know if there is anything he can do to get this resolved as soon as possible.
Kind regards.

[Niceties]

I also notice Les has your other ticket claimed, I'm sure he will let you know if there is anything he can do to get this resolved as soon as possible.
Kind regards.

Cancellation Ticket # is 13453848

[gohighvoltage]

Hi Niceties,

It is unfortunate that you have had so many issues. Normally this hasn't been the case with JaguarPc. While I am not there to see what is going on, I am sure they will make this right no matter what you choose.
It is sad to see you go, and hopefully they can get this all right and have you stay.

If there is anything any of us (fellow customers) can help you out with, please let us know.