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critical · 06-02-2011, 07:54 AM

Rob, your post was out of line. Furthermore posting chat logs on public forums is frowned upon. With that said....

Frasier,

There are times, and they are rare, when a hosting company just cannot perform to a customers expectations. This is one of those times, and with reason. Step inside.

You contacted us regarding moving your site to our network, our sales guy sold you on a dedicated server. Since then we have learned that your expectation was that you would have a programmer and tech working on your site 24/7 to move your site, re-code all of your scripts and do all your mysql work and the like.

You claim to have a "managed" account, let's discuss that for a moment:

Your invoice reads:

"Intel Dual Core I3 2.93 Ghz I3-530 4GIGS 200GB 1Mbps 60 Ram Upgrable to 16 GIGS - Usage: Small Web Server, file hosting, game server, backup server custom - **********.critical.net (05/23/2011 - 06/22/2011)
Operating System: CentOS 5.5 - 64 Bit
Bandwidth: 3 Mbps Bandwidth - Included
Uplink Port Speed: 100 Mbps Uplink Port Speed - Included
IP Address: 13 IPs
Control Panel: NO CONTROL PANEL
Manged Services: FREE: Remote Hands 15 Minutes (Anything under 15 minutes)
Ram Configuration: 4 GIGS of RAM - Included
Upgrade your Ram: 4 GIGS of RAM - Included
Hard Drive 1: 500 GIG Sata III Drive - Included
Hard Drive 2: 500 GIG Sata III Drive"

Where on that invoice does it read "we be your outsourced: programmer, tech, it department"?

You ordered NO control panel, yet REQUIRED Direct Admin? We installed it.

Do we do that? YES! Excitedly we do. However your expectations from a FREE: Remote hands for anything under 15 minutes are not something we are interested in doing for you for 132.00 per month.

Im appalled at the asinine post you made regarding our company after we have spent countless hours trying to move your data from where you are now. We offered to MOVE YOUR DATA for you, not become your personal staff.
The promise of a quick move was based on the fact that your existing server was accessible at the time and it was
not. Once it became accessible, we found your server to be slow and hard to deal with.

Furthermore: 24/7 tech support is something we do happily within your subscribed service level.
You were replied to constantly and at all different hours of the day and night. We responded
to you at 3:46 AM just this morning. We must have answered at least 7 phone calls from you just
yesterday as well, and each time, Joel assured you he was working on your move, which he was.

I asked Joel why he is doing all of this for you, and his reply was "I don't know, he keeps screaming. I want it to stop."

Joel was trying to keep you happy. He was not supposed to do all the work he was doing for you
and he was doing it because he's just like that. He goes over and beyond what the customer wants
and expects even if it's outside the scope of what you paid for.

Some words of advice to hosts who Frasier may contact from this morning on: Enjoy.

Robert, you went there first, and to be honest, I kept it nice...

To all GFY readers: We offer 24/7 support, managed services, unmanaged services, colocation and more at competitive and some times cut-throat rates. When this customer was unhappy, we immediately refunded him.
We typically go by the "customer is always right" attitude however in rare cases we must step out of form and this was
one of those cases. Please be assured that our support is amazing and our network solid and robust. This is an isolated incident.

06-02-2011, 07:54 AM
critical Confirmed User Join Date: Aug 2009 Posts: 478	Rob, your post was out of line. Furthermore posting chat logs on public forums is frowned upon. With that said.... Frasier, There are times, and they are rare, when a hosting company just cannot perform to a customers expectations. This is one of those times, and with reason. Step inside. You contacted us regarding moving your site to our network, our sales guy sold you on a dedicated server. Since then we have learned that your expectation was that you would have a programmer and tech working on your site 24/7 to move your site, re-code all of your scripts and do all your mysql work and the like. You claim to have a "managed" account, let's discuss that for a moment: Your invoice reads: "Intel Dual Core I3 2.93 Ghz I3-530 4GIGS 200GB 1Mbps 60 Ram Upgrable to 16 GIGS - Usage: Small Web Server, file hosting, game server, backup server custom - **********.critical.net (05/23/2011 - 06/22/2011) Operating System: CentOS 5.5 - 64 Bit Bandwidth: 3 Mbps Bandwidth - Included Uplink Port Speed: 100 Mbps Uplink Port Speed - Included IP Address: 13 IPs Control Panel: NO CONTROL PANEL Manged Services: FREE: Remote Hands 15 Minutes (Anything under 15 minutes) Ram Configuration: 4 GIGS of RAM - Included Upgrade your Ram: 4 GIGS of RAM - Included Hard Drive 1: 500 GIG Sata III Drive - Included Hard Drive 2: 500 GIG Sata III Drive" Where on that invoice does it read "we be your outsourced: programmer, tech, it department"? You ordered NO control panel, yet REQUIRED Direct Admin? We installed it. Do we do that? YES! Excitedly we do. However your expectations from a FREE: Remote hands for anything under 15 minutes are not something we are interested in doing for you for 132.00 per month. Im appalled at the asinine post you made regarding our company after we have spent countless hours trying to move your data from where you are now. We offered to MOVE YOUR DATA for you, not become your personal staff. The promise of a quick move was based on the fact that your existing server was accessible at the time and it was not. Once it became accessible, we found your server to be slow and hard to deal with. Furthermore: 24/7 tech support is something we do happily within your subscribed service level. You were replied to constantly and at all different hours of the day and night. We responded to you at 3:46 AM just this morning. We must have answered at least 7 phone calls from you just yesterday as well, and each time, Joel assured you he was working on your move, which he was. I asked Joel why he is doing all of this for you, and his reply was "I don't know, he keeps screaming. I want it to stop." Joel was trying to keep you happy. He was not supposed to do all the work he was doing for you and he was doing it because he's just like that. He goes over and beyond what the customer wants and expects even if it's outside the scope of what you paid for. Some words of advice to hosts who Frasier may contact from this morning on: Enjoy. Robert, you went there first, and to be honest, I kept it nice... To all GFY readers: We offer 24/7 support, managed services, unmanaged services, colocation and more at competitive and some times cut-throat rates. When this customer was unhappy, we immediately refunded him. We typically go by the "customer is always right" attitude however in rare cases we must step out of form and this was one of those cases. Please be assured that our support is amazing and our network solid and robust. This is an isolated incident.