And back to the awful service again

[natehall]

Less than a week after good service, back to service as usual. Firstly cristiano makes a mistake and deletes half a clients website then tells me he is fixing it! It was quicker for me to fix it, then two out of three servers offline, unsure if the third is in for "scheduled" maintenance.

I was informed one server was going down, made all the arrangements with my clients etc etc etc relating to that server, and now another has gone down, and ralf believes it is scheduled maintence. From your SLA...

1.5. Scheduled Service Downtime ("Scheduled Service Downtime") is any eUKhost LTD. interruption of Services. Scheduled Service Downtime occurs during a eUKhost LTD. standard server maintenance window, which occurs in conjunction with a 24 hour notice to the Client via electronic communication. Said downtime is coordinated with the Client to the best of eUKhost LTD. abilities as to align the window of maintenance with the Client's explicit wishes.

now as I have not had any notice of downtime for 78.129.x.x, let alone 24 hours. Therefore I am classing this as unscheduled downtime. I log all emails received, I received an email today reminding me of the scheduled downtime of 95.216.x.x - yet still no mention of downtime for 78.129.x.x

So i go online, speak to Ralf who basically say he is to busy with scheduled maintenance to speak to me and I have been informed etc etc etc

I am one seriously pissed off customer yet again!

[Welshy]

We have a dedi on the 78.129 range that was down for maintenance thoughout the night, we though had a weeks notice, then a 48hr notice and a telephone call, this has been normal for us for scheduled maintenance when it occurs, have to day though that we do not get much maintenance and have a great uptime here.

So I can confirm that there was maintnenance underway throughout the night

[Rock]

Less than a week after good service, back to service as usual. Firstly cristiano makes a mistake and deletes half a clients website then tells me he is fixing it! It was quicker for me to fix it, then two out of three servers offline, unsure if the third is in for "scheduled" maintenance.

I was informed one server was going down, made all the arrangements with my clients etc etc etc relating to that server, and now another has gone down, and ralf believes it is scheduled maintence. From your SLA...

1.5. Scheduled Service Downtime ("Scheduled Service Downtime") is any eUKhost LTD. interruption of Services. Scheduled Service Downtime occurs during a eUKhost LTD. standard server maintenance window, which occurs in conjunction with a 24 hour notice to the Client via electronic communication. Said downtime is coordinated with the Client to the best of eUKhost LTD. abilities as to align the window of maintenance with the Client's explicit wishes.

now as I have not had any notice of downtime for 78.129.x.x, let alone 24 hours. Therefore I am classing this as unscheduled downtime. I log all emails received, I received an email today reminding me of the scheduled downtime of 95.216.x.x - yet still no mention of downtime for 78.129.x.x

So i go online, speak to Ralf who basically say he is to busy with scheduled maintenance to speak to me and I have been informed etc etc etc

I am one seriously pissed off customer yet again!

Hi Nathan,

Please accept our sincere apologies for all the confusions & for not notifying you regarding the scheduled maintenance resulting into a downtime of your other server [78.129.x.x]. The mailing list feature provided in the WHMCS billing system did send out emails to clients having a single service/server, but it failed on few who had multiple services/servers hosted & with an exact same email address specified in the billing system. I've had a word with our developers & they've provided a robust solution to avoid such problems in the future. This won't be repeated.

We have a dedi on the 78.129 range that was down for maintenance thoughout the night, we though had a weeks notice, then a 48hr notice and a telephone call, this has been normal for us for scheduled maintenance when it occurs, have to day though that we do not get much maintenance and have a great uptime here.

So I can confirm that there was maintenance underway throughout the night

Thank you for your confirmation Thomas.

If anyone else is still experiencing problems with their services hosted with us, please get in touch with our support through the live chat feature or by opening up a ticket.

[natehall]

Hi Nathan,

Please accept our sincere apologies for all the confusions & for not notifying you regarding the scheduled maintenance resulting into a downtime of your other server [78.129.x.x]. The mailing list feature provided in the WHMCS billing system did send out emails to clients having a single service/server, but it failed on few who had multiple services/servers hosted & with an exact same email address specified in the billing system. I've had a word with our developers & they've provided a robust solution to avoid such problems in the future. This won't be repeated.Thank you for your confirmation Thomas.

If anyone else is still experiencing problems with their services hosted with us, please get in touch with our support through the live chat feature or by opening up a ticket.

I think I have worked out what it is about some of eukhost's customer support team - Lack Of Respect of the customer and lack of information to the customer.

I have read through the chat transcript with a clear head, purposefully left it 48 hours to allow myself to calm down, to try and work out why I feel I am amazed to receive good customer service from John R last week.. when I should expect good service.

The lack of respect is not a language thing - a yes sir no sir three bag full sir exerience. it is the constant way I am constantly told to Please wait - Checking this - one minute - All extremely annoying comments to someone who is technical

I refer to my discussion on friday with one of your support team who I wont name on here -I had a number of please waits after he had run rm -f a* on my clients website - I had to coax it out of him.
My client could not access his admin, the search functionality of the website went down due to a filename called ajax_search being removed, etc etc etc. I had a recent backup and the fix wasnt half as traumatising as the fact he did not just say I have made a mistake! In the end after I really had to push him and guess what he had done he admitted this and I have no problems with that and we fixed the problem. My issue was the disrespect of not telling me - I am not a monster and prefer to help out fixing the server if i can (in this example I can) or keep my hands of when I cant help!

however on friday night, Ralf said the following to me whilst I am on livechat trying to work out why my 78.129.x.xwas down without my consent at 11:50 - 10 minutes before you said in the email 95.x.x.x was going down!

on livechat I was treated with contempt by Ralf - which took me from extremely annoyed to seriously p*$$!d off.

I quote:
Ralf: As of now, we are overloaded with Scheduled Maintenance Work. I will update you in the email

This really got on my nerves, I was already anoyed that the server was down when I was uploading files, the fact it went down exactly 10 minutes before any published literature not even relating to this server was completely unnaceptable - is this why you finished early - you took everyones servers down early?

Anyway - back to my main point which eukhost needs to address. your front line tech support staff appear to want to brush off the customer - I do not know your companies procedures / contracts with your suppliers and I do not care to. What I care about is how I am treated with constant brush offs, maybe grammaticall correct - I do not think they realise my business is dependent upon eUKhost and as such a server issue is a big issue for me, as soon as anything goes wrong clients phone me and I do my best to give them all the information I have - and get onto live support to get more information and the problem fixed.

an example from this morning... my 95.x.x.x server has a problem with MLSD, which means I can not upload files - speaking to Ralf (note bad support again) he states it is my local machine with the issue - I open the conversation as follows:

nathan: Hi Ralf
nathan: I can not connect tomy server via ftp, and neither can my cliens
nathan: it all worked fine before the maintnence

he then procedes to take the server IP pass etc and I give him more information:

nathan: it allows me to cnnect, work through the standrd logins
nathan: however appears to timeout on MLSD

Now for the first brush off without time limits..

Ralf: checking
Ralf: Nathan, its an issue with your MLSD.

Have I not just told him it is an issue for me and my clients? Is he assuming everyone is using this one computer to connect to the server?

I then start to get worked up as it clearly is not an end user issue, and he is attempting to fob it off whilst wording it professionally - if I had gone away it would not have got fixed. Instead I had to get worked up, providing the non-relevent information including support tickets I have received to prove it is not just my machine - when he looks into it more he finds the problem.

He is quite typical of eukhost support recently. Is it Incompetence, Negligence or simply laziness?