Memory taken from server without notice ! Options

[dxer]

First of all in all these years I have been customer at ThePlanet and everything is pretty much OK. I recommended ThePlanet to many people and actualy I would again. But here is a story which partly erased all this good stuff as I am very unsatisfied with what happend.

In year 2004 I purchased additional 512 MB memory for my server and I payed this $165. Earlier this year I had hardware failure on my server (disk failed) and at that time someone took this additional memory out without any notice. Unfortunately I learned about that in later October, before about 45 days. At that time I opened support ticket, explained everything and requested some kind of credit for this. I stated that I don't want memory to be again installed because I don't need any downtime. The thing is that when this memory was installed in year 2004, something happend and OS reload was performed.

Of course, it should be understood that minimum credit should be in amount of this $165 which I originaly payed but as this caused inconvenience, it should be somehow higher. Anyway, I waited for like 3-4 weeks, noone is dealing with this ticket so I requested first chat. They promised it will be solved, again nothing. Week later I requested chat again, again promise, again nothing. Another chat resulted in promise that this escalated to a senior stuff.....again nothing. Long story short, they now solved this giving me credit of $25 !!!
This can not be true and I am very unsatisfied and that is why I needed to share this story with all. Of course I told them that I can not belive this and I want another review of this. Mostly this is no about the money, but it is a matter of principle. This is an incident and they value this only $25 !?!? Anyway, I hope they will reconsider.

Thanks for reading, I just wanted share my problem here.

[Kevin Hazard]

First of all in all these years I have been customer at ThePlanet and everything is pretty much OK. I recommended ThePlanet to many people and actualy I would again. But here is a story which partly erased all this good stuff as I am very unsatisfied with what happend.

In year 2004 I purchased additional 512 MB memory for my server and I payed this $165. Earlier this year I had hardware failure on my server (disk failed) and at that time someone took this additional memory out without any notice. Unfortunately I learned about that in later October, before about 45 days. At that time I opened support ticket, explained everything and requested some kind of credit for this. I stated that I don't want memory to be again installed because I don't need any downtime. The thing is that when this memory was installed in year 2004, something happend and OS reload was performed.

Of course, it should be understood that minimum credit should be in amount of this $165 which I originaly payed but as this caused inconvenience, it should be somehow higher. Anyway, I waited for like 3-4 weeks, noone is dealing with this ticket so I requested first chat. They promised it will be solved, again nothing. Week later I requested chat again, again promise, again nothing. Another chat resulted in promise that this escalated to a senior stuff.....again nothing. Long story short, they now solved this giving me credit of $25 !!!
This can not be true and I am very unsatisfied and that is why I needed to share this story with all. Of course I told them that I can not belive this and I want another review of this. Mostly this is no about the money, but it is a matter of principle. This is an incident and they value this only $25 !?!? Anyway, I hope they will reconsider.

Thanks for reading, I just wanted share my problem here.

Hi dxer,

I'm sending you a quick PM to get your ticket information so I can look into this for you.

-Kevin

[Creed3020]

First of all in all these years I have been customer at ThePlanet and everything is pretty much OK. I recommended ThePlanet to many people and actualy I would again. But here is a story which partly erased all this good stuff as I am very unsatisfied with what happend.

In year 2004 I purchased additional 512 MB memory for my server and I payed this $165. Earlier this year I had hardware failure on my server (disk failed) and at that time someone took this additional memory out without any notice. Unfortunately I learned about that in later October, before about 45 days. At that time I opened support ticket, explained everything and requested some kind of credit for this. I stated that I don't want memory to be again installed because I don't need any downtime. The thing is that when this memory was installed in year 2004, something happend and OS reload was performed.

Of course, it should be understood that minimum credit should be in amount of this $165 which I originaly payed but as this caused inconvenience, it should be somehow higher. Anyway, I waited for like 3-4 weeks, noone is dealing with this ticket so I requested first chat. They promised it will be solved, again nothing. Week later I requested chat again, again promise, again nothing. Another chat resulted in promise that this escalated to a senior stuff.....again nothing. Long story short, they now solved this giving me credit of $25 !!!
This can not be true and I am very unsatisfied and that is why I needed to share this story with all. Of course I told them that I can not belive this and I want another review of this. Mostly this is no about the money, but it is a matter of principle. This is an incident and they value this only $25 !?!? Anyway, I hope they will reconsider.

Thanks for reading, I just wanted share my problem here.

I find it odd that it took you so long to notice the memory was missing.

Nevertheless if a Tech removed the memory, which seems odd, they should credit you the full amount you are due.

I hope TP resolves this accordingly because it smells rotten so far.

[dxer]

I find it odd that it took you so long to notice the memory was missing.

Nevertheless if a Tech removed the memory, which seems odd, they should credit you the full amount you are due.

I hope TP resolves this accordingly because it smells rotten so far.

Unfortunately I wasn't looking at Server info many times and I didn't dream anything like this can happen. Memory was removed when server was down for about 24 hours as primary disk failed. But they probably tested several things including memory , before disk was to blame, and memory was taken out. In that time I was preoccupied with other things so I didn' noticed then and unfortunately didn't look for that possibility until before 2 months. And now I waited for someone to respond to this for 45 days, and then cold shower, 'courtesy' credit $25 !

[Kevin Hazard]

Unfortunately I wasn't looking at Server info many times and I didn't dream anything like this can happen. Memory was removed when server was down for about 24 hours as primary disk failed. But they probably tested several things including memory , before disk was to blame, and memory was taken out. In that time I was preoccupied with other things so I didn' noticed then and unfortunately didn't look for that possibility until before 2 months. And now I waited for someone to respond to this for 45 days, and then cold shower, 'courtesy' credit $25 !

In this case, the disk failure was taken care of with a chassis swap in February, and the 512 MB RAM module was not moved from the old chassis to the new chassis. Our Senior Manager of our Call Centers is going over this ticket to get everything straightened out.

-Kevin

[dxer]

In this case, the disk failure was taken care of with a chassis swap in February, and the 512 MB RAM module was not moved from the old chassis to the new chassis. Our Senior Manager of our Call Centers is going over this ticket to get everything straightened out.

-Kevin

Just to answer on this, I was not aware of anything what you are saying here now, that chassis is swaped. But never mind that now. I mean, sure, you can narrow down what happend, but my request still stands and I think it is fair to request what I suggested in ticket in question. Important is to say that under no circumstances I do not want now any installation of new RAM as I don't want any downtime to my server. Mostly because when this 512 MB RAM was installed, problems happend and OS reload was necessary (back in 2004).
Kevin, we can discuss this further via PM if you want.