Hi,

SM has put us in a soup.
We had SM do a control panel upgrade about 15-20 days back. Thats where something was not done correctly and we had a problem with notifications being sent for over limit accounts.

Its now been more than 15 days and this hasnt been resolved.
The ticket was bounced to Plesk and back to SM but nothing helped. Now we still have this issue and SM has taken their hands off the responsibility, its either we go for a new machine or do a OS reload??? That too at our cost???

Let us look at the facts:
We signed up in May 2004 for celeron 2.4
Upgraded with the special from SM in Aug by paying additional $299/- setup.
This got our cost down to $89 per month (incl Plesk)

Now after messing up our server and the ticket still being unresolved we receive a offer from SM to get an identical server for $139/- + $30/- for Plesk????

So all our investment has gone a complete waste and they want us to pay for mistakes created by them. And pay much more than what we are paying currently????

We were quite surprised by this attitude and hope they start taking responsiibility for mess created by them.

BTW:
The ticket still remains unresolved???

I had to go for a OS reload aswell Wasn't my fault I don't think so anyway. The licence was invalid on cpanel and they said they didn't know what to do and what was wrong with it. Have you tried going on their live chat it works all the time for me

P.s: chat page is here http://www.servermatrix.com/chat.html

Do you have a support plan with SM for administrative work?

Hire an administrator that knows how to repair Plesk.

What did Plesk say? It sounds like the Plesk people didn't have any way to resolve it and if that is the case, then there isn't much SM can do as they will know a lot less about the background workings than the Plesk developers. From a tech support angle, I can see why they can't help further if the program developers cannot help them.



This part I really don't agree with. Having said that though, if you choose another server then you are entering a new contract so I do see why they said this. You do have the option of an OS reload and would then keep the same server with the same pricing.

Apart from agreeing with wullie, shouldn't you be the one to configure Plesk if the email notification for over limit accounts are not made ? I thought that any work by SM would be generic and does not include configuring the system for you. Thought that is the work of the system admin and that would include you.

We agree that getting another server is a separate contract, but dont you think it should be made at a concession keeping in mind that we are losing quite a lot of money already paid?


Reply to Eddy:
Yes, admins have to configure Plesk, which we had done and it was working perfectly fine before the upgrade was done. And even rebooting the system did not help us resolve the issue.


Since the upgrade was performed by SM, we have no one else to blame. We are only requesting that whatever was working as before, be restored? I am sure that is not asking for a lot.

Was the upgrade for Plesk made with or without your consent ?

It is possible that the new version has a bug which causes the system not to work as the same and if that is the case, SM/TP would be powerless if Plesk own tech cannot resolve it. The issue is really a Plesk issue rather than an SM issue.

Of course, if SM did the upgrade without your consent then they would be clearly at fault here and they should downgrade your Plesk to the former version which requesting compensation from you.

If you however requested it then you should accept the consequences which comes with it.

Sometimes upgrading the system might kick back the default setting and your admin needs to set it back. Rarely this happens but it can.

What?? BS!!!

OK, so my clutch is old in my car and I instruct my mechanic to replace it. But the clutch doesn't work. So I go back to him and he says, well, you can buy this other car over here, the clutch works fine in it! Yes it's the same exact model as youors, but it's 50% more than your current car. Or, we can give you a new drive-train, but it will be at your cost.

Oh yeah, sure, that's fair!!!!!!!! </sarcasm>

Gimme a break!

I may be wrong with this but can someone point me to any part of the SM website that states control panel updates are included in the normal service? (I'm talking about the actual site, not a comment somewhere in the forums)

After a quick look, I pulled up the following which does not mention CP updates of any kind.



Now, assuming they do not advertise that CP updates are included, then your mechanic scenario is out of the window. It would be more like going to a guy down the road to install a new clutch and it doesn't work right. Because you are not paying him extra to do this, is he really responsible for the problem?

Taking that a little further, lets say the problem is with the actual clutch. The manufacturers send it back to you saying there may be a problem but they will not fix it or provide support to you. Is it still that persons fault?

The biggest question I have about the original post was what did the Plesk people say? Assuming they could not help (which is a reasonable assumption based on the original post) then what exactly is SM supposed to do about it?

The only reply that we have from Plesk is the following:

----------------------------------------------------------------------------
Hello,I was able to repeat this issue on your server.I have escalated your support request to our developersand we will keep you updated about the status of this issue. -- Best Regards,
----------------------------------------------------------------------------

After that we do not know the status of their reply.
The ticket was opened on 22nd Aug 2004.

Yes and we forget to mention the most important part >>>
We have paid for this upgrade to SM. $25/-

So they ought to take the responsibility.

dimensions: Can you PM me your account number? I'd like to look into this.

I guess you meant September as you say that this problem only happened about 20 days ago.

From your reply, I don't see where the problem lies at the side of SM. Sure they mentioned about getting the new server but other than that it sounds like they are waiting to hear back from Plesk as well. Nothing you have said confirms that SM actually did anything wrong when upgrading and it could have been an underlying problem that caused this whole issue.

Until you (or SM) hear back from Plesk there isn't really much that they can do other than the new server or OS reload.

The ticket was created on 22nd Aug and not September.
While writing this post it did not occur to us that such a long time had passed.

The whold affair has taken too long and we are just basically waiting for an answer. And the last time that we requested an update we were told to take a new server or an OS reload. Isnt this the easiest way out???

But in that case what happens to the money we have paid for this service? Though its a small amount. But isnt it their responsibility to ensure that everything goes smooth after the upgrade has been performed by them.

If plesk is proving this unrelaible for you, maybe it's time to look at a different control panel. I remember dealing with ensim upgrades for a coulple years - they always had you on the edge of your seat - on the release day you'd always hear from 5 or 10 people who applied the upgrade and toasted their servers. I couldn't take the stress of their upgrades, so I moved to cpanel. While cpanel also has its share of glitches, so far they've been easily fixed and quickly addressed.

i agree with Jeff ..iv crashed cpanel many times because if an update
and i was able to fix it myself pretty quick without os reload


another note..why upgrade plesk ? if your version is workin fine
and clients are happy and the money is rollin in

if its not broken why fix it?


OCX

SHHHH OCX you're being unfair here bringing logic into this thread! You should be ashamed of yourself.

/me fixes halo...