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Support. Or lack thereof.

Apparently, the hosting company we rent some of our servers from, takes several days to get around to replacing bad video cards. Mind you, I have doubts about how a bad video card could have taken down a server so completely, when it's not even running Xwindows. I'm suspecting that they're just f*cking around with us now.

I've changed some names below, to keep them from f*cking with me legally.

Posted by [Revar] on 21 Feb 2005 10:15 PM
My machine [xxx.yyy.com] is not responding currently. It's not even pinging. Here's the relevant traceroute:

[traceroute clipped for brevity]

Given that my other machine, [zzz.yyy.com], works, and is two steps further than [gateway router], I suspect that the router that [xxx] is connecting through isn't working at the moment.

Posted by [Revar] on 22 Feb 2005 11:42 AM
Hello? I've received no non-automated response to this, and it's been thirteen hours. The machine is still down. What's up?

Posted by [Chris of annoyinghostingco.com] on 22 Feb 2005 12:00 PM
Dear Customer,

The video card in your server has failed. We will have to wait until we recieve a video card from our warehouse to swap the video card. I have requested it now. I'm not sure we'll get it in by today, but it should be here by tomorow morning.
Thank you.

Support Staff

Posted by [Revar] on 23 Feb 2005 02:52 PM
Has the new video card come in?

Posted by Revar on 23 Feb 2005 04:24 PM
Okay, my IP address pings now, but it seems to be a different machine! It's running an IIS web server. My machine has Linux on it. Please tell me that this is just a temporary test machine or something.

Posted by [Tom of annoyinghostingco.com] on 23 Feb 2005 04:25 PM
Please standby, it appears someone maybe using your ip.

Posted by [Revar] on 23 Feb 2005 10:21 PM
Hello? We're getting yelled at by a few hundred folks who miss their favorite websites. What's going on? Why am I not being told anything? This is really sucking. I've rebuilt entire server machines in less time than this is taking.

I'd like a phone number I can call, so I can get some more immediate support than once a day tiny notes.

Posted by [Revar] on 24 Feb 2005 10:06 AM
I certainly hope that you don't plan to charge me for these days of downtime.

Posted by [Chris of annoyinghostingco.com] on 24 Feb 2005 11:05 AM
Dear Customer,

Sorry for the delay however the video card has not made it here yet. When it arrives, I'll tell our Billing Dept. to move your billing date up.
Thank you.

Support Staff


( 11 comments — Leave a comment )
Feb. 24th, 2005 12:32 pm (UTC)
Wow. You sounded upset.. But now I can understand why.
Feb. 24th, 2005 12:39 pm (UTC)

Please whisper the real name of annoyinghostingco.com in my ear sometime so I know to avoid them.
Feb. 24th, 2005 01:09 pm (UTC)
From ancient humour files:

Q: How do you tell when a DEC field circus technician has a flat tire?
A: He's changing the tires one at a time to see which is flat.

Q: How do you tell when a DEC field circus technician is out of gas?
A: He's changing the tires one at a time to see which is flat.

Enjoy =^.^=. "Video card" problem is sounding a lot like Column b).

Feb. 24th, 2005 01:11 pm (UTC)
Um, they ever hear of FRYS ELECTRONICS!!!!
Feb. 24th, 2005 03:47 pm (UTC)
Or even keeping a small stock of a few commonly-failing parts for temporary use.
Feb. 24th, 2005 04:36 pm (UTC)
1) The servers they use have built-in graphics.
2) They're not interested in providing good support because that would actually cost money.
3) He's not the only person who has gotten crap service from them.
Feb. 24th, 2005 10:30 pm (UTC)
Yeah, I'm doubting there's any money to be made in hosting these days?
Feb. 25th, 2005 07:10 am (UTC)
1) I did not know that. This makes it ... I hestitate to use "bullshit" because manure is actually good for something.
2) At this point, I'm surprised they're even providing contact information.
3) *looks around* Apparently.
Feb. 24th, 2005 04:59 pm (UTC)
Feb. 24th, 2005 07:51 pm (UTC)
Dog and Pony show

That is all I have to say
Feb. 25th, 2005 02:04 am (UTC)

Man, don't get me started on unresponsive hosting companies.
I'm starting a collection!
I have two so far: Webhost2 and Exovian.
I'm in the process of switching from Exovian to a new webhost.
I hope things go well.

( 11 comments — Leave a comment )