As I am not blaming the support staff because I know they have rules to follow. But I have been a customer for over 1 year now and have been adding servers for the last couple of months. Today was the second time that when ordering a server there was a issue at the very begining when purchasing the server. I was able to get into the server for about 5 mins then bam, no response to pinging or to anything else. But customer service said I must confirm he server first.

Now why would I confirm a broken server, if it is a hardware problem what happens down the line during my service to my clients it goes down and could have been prevented in the begining. They could not help me any further becuase I did not have the server confirmed, but I had the server for less the 3 hours because I ordered it 2 1/2 hours before customer service opened. So I waited for 2 1/2 hours with a broken server and come to find out they will not help me because I did not confirm it. Would I sign a finace on a broken car in the begining and them tell me well until you sign the finance papers we will not fix it. I wouldn't buy it, but most places in business would do what ever it takes to get the problem fixed so that they can secure the deal.

Has EV1 gotten so big that customer satisfaction does not matter any more, as long as they get your money? Now before anyone says it yes I know these are unmanaged servers. But how can I manage a server that I cannot get into because the server is unresponsive?

I am not saying the service is bad, that has been nothing but great. But the customer service (meaning there abilities of what they can do within certain guidelines) has gotten slowly worse. I am sure I am not going to get much of a response, but this is just my vote. Mean you have my vote to change the guidelines on a server should not have to be confirmed until the server is fully working to the customers satisfaction.

archie6506

EV1Servers cannot work on a server until you can confirm that you are the card holder (or a representative of the credit card holder) and you have approved the charges to the credit card and the addition of a server to your account.

If there is a problem with the server, EV1Servers fully backs all hardware and network issues and will immediatly work to correct any issues you might be having, provided you have already confirmed that you actually want the server that was ordered for your account.

If it is a server that you want, just tell us that and we can continue to offer you whatever support we can, within the scope of our overall technical support, to get you your server functioning as you expect it to.

If it is not a server you want, then our confirmation process will help locate the source of the fraudulent purchase and protect both your account and your credit card.


> Now why would I confirm a broken server, if it is a hardware problem what happens down the line during my service to my clients it goes down and could have been prevented in the begining.

Should a situation like this arise again, do not think that confirming your purchase means you are stuck with faulty hardware. The confirmation process is simply a fraud prevention process, though it would also give you a great opportunity to bring up the hardware issues you feel exist with your server. The Fraud Prevention team can bring that information to our Customer Care team at the same time that you put in a trouble ticket to have the hardware investigated for errors.

We want you to have a fully functional server as much as you want to have one. When you are successful, we are successful.

Please follow the policies set forth for both your protection and ours. We will make sure you get the help you need.

In over 2 years I've gotten nothing but First Class service.

Email Management Email in your Members Section about this. Maybe if they get enough complains, they will atleast modify their no support policy for "current" clients.

When in doubt, go and talk on live support to tech support and see if they will look at it. Explain to them it was broke shortly after you were provisioned it.

I emailed them today about this. I can understand their "no support" policy for new customers, but it would be nice if we current customers were given a little more understanding.

Also, I ordered my server right at the 10PM deadline for the sales office. The order form came on only 1/2 a hour before I ordered. I did have a problem that night, luckily with the help of a CCR dude(who is awesome I might add) I got hooked up.

I think they need to do something about their policy. Or atleast get it reviewed on a case-by-case basis.

Well this is a lie, I cancelled the first server of the past couple of days thinking it was a bad server. Well I got a second server with the IP only being 7 numbers different. Well what happens twice in 24 hours After I confirmed the server I get told to do a reboot ticket.

This is the way things are handled? Now I am told that I must purchase a new server because this one is probably broke too. Am I supposed confirm the third server because the 1st and 2nd server were broke and confirmed the 2nd and that did no good. If your way of fixing a problem that has nothing to do with the software end and I am being told to put a reboot order in all the time then how is this fixing the problem.

Telling me that they "will immediatly work to correct any issues you might be having" I assumed to believe you and confirmed the server. Now I am not a new customer and already have multiple servers on my account and just cancelled one of them due to the hardware being a little old. But now what will be done, are you going to tell me to contact customer service and they will fix everything?

Then I was told to use the Master Reboot Switch, well seems anything on 67.15.119.*** addresses will not reboot the server. I have had 2 servers within 2 days with IP's only being 7 numbers in difference and tried both times. Nothing happened and ended up putting a reboot ticket in. I told someone that the server might be fine but the problem might be outside the server, I was told "might be". Nice answer.

I just spent 5 hours transferring accounts from the old server to this new server and found out I might have to do this again. This could have been avoided if I never confirmed the order first because I would have not started transferring accounts. I understand confirming new account but I have been a customer for over a year now and have not had a problem. Please give me another answer then "put in a trouble ticket". Even though you are not responsible for the actual hardware, please don't give me a line of bull. You have to understand that I spent alot of time on the new server and now might have to start over and contact geotrust to change the IP because I gave the dedicated IP I was assigned yesterday.

archie6506

Got to love this support, 7th time in four days and still nobody wants to help.

Well lets see now, now I have to order a thrid server because the second does not work either. And guess what I have to confirm again and waste another 5 hours transfering sites because all they can tell me is to put in a reboot ticket in. I have so far rebooted my server either once or twice a day since I have gotten this one. As I have said before, if I didn't have to confirm it I would have not have transfered the sites so that I could at least test the server for problems. But seems as the tech support does not care that there might be a hardware problem on there end and tell me to just order a new server and try again. Got to love those knowlegable people over there. Thanks for nothing and the support and gurantee is crap lately.

Maybe Headsurfer could actually respond to a support issue. But I can hear it now "we are sorry for the problems and we will try helping as much as we can, but these are unmanaged servers".

So you will let me come over there and fix the hardware problem myself? Sorry I am ranting but now I will be going on 15 hours of wasted work when it only needed to be 5.

archie6506

what is the problem you are having with the server? what you say the server is broken? or atleast the 3 that you have?

Sir,

We cannot help you with issues with support failing if you do not bring them to our attention. We provide many support escalation contacts on our website and at several points in this forum.

Please email your account details and issues to:
patms@ev1.net
joe@ev1servers.net
customercare@ev1servers.net

This forum is not an official method of bringing an issue to our attention.

I have order 2 so far in the last week. Only needed one to upgrade the server that I got a year ago. The old server was running RH9 But I wanted to go with REHL since the other server I have is RHEL. The first server I got worked for about 20mins then just shut down for no reason. I had it rebooted and then shut down again within 20 mins. So i didn't confirm that server as it was not working and was not going to waste my time confirming it and then have it bee a broken server.

I then dropped that server and purchased another one (which one IP was the same except one ended with 22 and the next one ended with 29, Not a big difference). The second so far every 24 hours or so shutdowns for no reason again. Nothing special configured and the second acutally went down 2 hours after I bought it. I confirmed it because support would not help me until I confirmed it. Once i confirmed it all they told was to put in a reboot ticket as the master reboot switch has not worked for either of these servers. I have just ordered my third server for the week now and now this one has a invalid cpanel license. That part does not bother me as I have seen that happen before not a big deal. I am just mad that I have to go through all of this again and confirm another server and nobody from support wants to help me as it is a hardware problem.

archie6506

I have done this and all I was told is to use the master reboot switch or submit another reboot ticket.

archie6506

BTW, Patrick I have had you help me with issues in the past a few months ago and you were great. But never can seem to get the right person.

If you would like to continue this conversation and have me look into your issues, please email the addresses provided above.