Question - Could you guys please stop hiring psychics to run tech support...they're not very good.

I Almost had my server taken down today due to some support tech misreading my trouble ticket...if you can call it misreading. Since (s)he more or less invented parts of my trouble ticket in their mind.

I sure as hell didn't ask for what they thought I did!
TT Follows:

I logged into ssh and ran
fdisk -l

I found that only one hardrive is connected. When will I receive my second drive?


*note* - ok maybe I should have elaborated...but...


Dear Customer,

Unfortunately this server is in the new datacenter, and cannot have the old hard drive ( located in the original datacenter ) slaved to it.

Regards,
Ev1 Servers Support

Now tell me - where did they get the idea that I wanted my "old" drive mounted into the new server...I simply ordered a second server and wanted to mount the drive for cpanel backups...


First off - NEVER...EVER make assumptions about my trouble tickets. NOT ONCE did I mention my other server in this ticket. THIS HAS NOTHING TO DO WITH MY OTHER SERVER. Had you been able to mount my "old" drive you'd have taken down ALL of my clients sites!

Now back to the problem at hand.
I ordered this:

Type of Server: P4 - 3.06Ghz - Redhat Enterprise - cPanel - 2-120GBHD - 1GB RAM

My issue is that there appears to be only ONE drive. It's supposed to have two. Again - when will I receive it.


After this I spoke to a very helpful tech in chat - Ev1-Todd *give him a raise * and the problems were resolved quickly.

But really now - maybe I over-reacted...but I realllllly don't think so. I understand there are many larger hosting companies out there. And I realise I'm very small with my one *now two* silly little servers...but imagine had my second server been in the same building as the first....

My entire clientbase as well as MY website would have been offline because someone "misread" my trouble ticket. I guess the reason I didn't elaborate too much in the TT is because I thought it would be obvious for the techs.

I selected the IP of the server in question - I asked about it's second HD...how on earth did they think I wanted the drive from my first server mounted into the second as a slave?

This isn't the first time I've had issues with the TT support. I've now made the descision to use only live help - it's the only way I've been able to get desired results...

For EV1:
Get crackin on your techs. They need some training or a basic refresher course in basic english.

For Customers of EV1:
Before you have an experience like this...or worse...an experience like what I ALMOST had...

Be sure to explain yourself ever so clearly in your TT! Even when you're clearly talking about one server...they may think you want something done to another one. Be Careful!

*edit*

oops....took my own advice and read more closely....haha - gen. comments = NOT SUPPORT RELATED..

my bad

*/edit*

And in this installment of "EV1 Tech Monkies" we have ME starring as a guy asking for a RAM test.... Let's watch and see what happens...

------------

So I open up a ticket asking for a RAM test - they reply stating that my ram is much used and that the server would need to be rebooted to single user mode to run the test.

They ask me to respond when I'm ready for this to happen.

--

FANTASTIC! I love that they bothered to ask, rather than just dropping the server. It was really really cool!

--

I replied stating I was good to go for the server to die for a bit.
They run their nifty lil test at about 3am. I am tired - so I head to bed thinking they had it under control...

--

This was my fatal mistake - thinking I could trust EV1 technicians to do the simple task of BRINGING THE SERVER BACK ONLINE AFTER TESTING!!!!!!!

--
So my stupid a$$ goes to bed and wakes up at 11AM. My inbox/helpdesk/forum is flooded with pissed off clients because the server has been down ALLLLLL NIGHT!

And why is that? Because the EV1 techs working on my server didn't have the brain capacity to realize that when you put a server into single user mode for testing... YOU PUT IT BACK ONLINE WHEN YOU'RE DONE!

--

SO, what's up guys? Do you have to take any special training before getting hired? Is this some wacky highschool to real world internship? Or are the techs really just this stupid to begin with?

Ok - I'll take partial blame, it's my company afterall. I should have been supervising the DC staff I guess...

Keep in mind your the server administrator not them. They are just going beyond "unmanaged"- it is your repsonsibility to manage the machine and verifyu everhything is up again working.

Either way you I assume got the new drive mounted I assume. Great

Yes I realize that.

I guess my main point with the recent event is that EV1 could at least follow through with what support they do offer. All it needed was a reboot...

unfortunately when they do that they leave it in the single user mode just so that you have teh chance to do whatever diagnostic stuff that you need to.

Just for future point you need to specify for them to reboot after the fsck or memory test or so forth.

Not to be mean and all but thats my two cents

naw it's cool - you're not being mean at all.

And I didn't have to specify it after they checked by drives - so I didn't think about it when I asked them to check the RAM either.
*shrugs*

Guess I was just lucky then.

Firstly let me apologize for any inconvenience that you may have expierenced.

Now as for the 'words' you chose to refer to our teams I would like to remind you that if at anytime you have any problems where you feel that our teams have failed that you can contact the management team at anytime.

I would ask kindly first that you refrain from using such words as a reference to any of our staff.

Nextly if every at anytime you need that email address you may go to the support pages of EV1Servers.net there you will find useful contact info and if you cannot locate that since you seem to have this thread bookmarked I will post them here:

Manager of Tech Support: jwendt@ev1servers.net
Manager of Customer Service: osc@ev1.net
Director of EV1Servers Support: patms@ev1.net
Customer Care Team: customercare@ev1servers.net

Again I understand your frustration and can relate to your issues however please in the future before referring to anyone as 'Monkeys' please contact our management staff.

Thank you,