Hey All,

I don't mean to rant, or put anyone down here. May the record state, The Planet has generally been good to me, and my business needs.

What I'm going to talk briefly about, seems to be a trend from the good ole days to a less than good time.

Over the last year, I've seen some weird issues with one or more of my servers, and as a result had the need to open a support ticket to seek assistance.

To my dismay, it seems that the most frequent recommendation, right off the hop is to simply OS reload my system.

Now, having a few hundred active websites on the server, it seems that an OS reload is a bit extreme compared to simply finding a solution to the problem.

Adding to this situation, I once had a problem with Plesk, and the recommendation was OS reload. So seeing this as not a viable solution, I contacted SWSoft. Within a half hour, the problem was solved by an SWSoft technician, who simply rolled back the version of Plesk, then did a correct upgrade back to the current version. Now I realize them being the experts of their software, it was natural that it'd been easier for them. But the point to all this is, the process did NOT require an OS reload, and solved the problem of the day.

Anyhow, to wrap things up. Perhaps I'd recommend that The Planet technicians actually attempt to solve a problem, before offering the dreaded OS reload option. I expect more from a company who claims to be an industry leader in the area of dedicated servers.

If anyone else has had a similar experience, please post it here. Keep in mind, this isn't a hate thread, just a concerned one, and should not be used to slander anyone or the company as a whole.

--
Best Regards,
Peter Knowles
Owner/Operator
The Pete Network

If your server is unmanaged, it is up to you to manage the software. Unless the problem is hardware/network related, it is not their responsibility to fix your problems.

I think one difference is that years ago, an OS reload meant a technician had to actually reload the OS manually, which took time and effort. Now they can push a button from the NOC and reload the OS with almost no actual tech time spent.... whereas diagnosing a plesk problem for you takes time which costs them money (but you can hire them to help you with such software issues for $150/hour for professional services and it was said recently this is available 24/7 now)

Exactly, Dr. Doc.

Before I signed up with EV1/The Planet back in the day, I made sure to ask EVERY question I had for the sales rep. and was told this:


Good luck.