barcode
09-09-2005, 02:05
I've breezed through this forum several times since starting service with FDC and couldn't help but notice many unhappy customers - both service and support related. Our personal experience had always been good... probably because we never truly needed support. But that experience changed drastically yesterday.
Our server went down and we requested a reboot. We had never been introduced to the TICKET system and all our previous requests for anything relating to our server was done via email. I included our sever IP, root PW, the email address we used when signing up for service, my name, business name, phone numbers, and our request for a reboot. I couldn't send the email using our email address because the server was down. Several hours later we received an email with one sentence... directing us to the TICKET system. I went to the link and entered all the same information again, including the email address where we could be reached (again, because the server was down and so was the email). Several hours later another email saying that the root PW we sent was incorrect (impossible) and they would not reset it because the email I used was not the same that they had on file. By now our site had been down almost 15-hours.
At the time of this message I'm typing we've been down for close to 36-hours... several trouble tickets and emails later.
Before we started doing business with FDC I was entertained with several emails stressing the incredible on-site tech support. We have 4 servers with another hosting company, who unfortunately isn't as liberal with bandwidth. At FDC we pay $299 p/m... we massively upgraded our server with the maximum storage and RAM they had to offer - regardless of the price.
What do we pay $299 for? A server? Bandwidth? Support? I would hope it is all three!
That huge paperweight we call our server - which houses our business website - is now in the FDC datacenter DOWN!
George F.
Our server went down and we requested a reboot. We had never been introduced to the TICKET system and all our previous requests for anything relating to our server was done via email. I included our sever IP, root PW, the email address we used when signing up for service, my name, business name, phone numbers, and our request for a reboot. I couldn't send the email using our email address because the server was down. Several hours later we received an email with one sentence... directing us to the TICKET system. I went to the link and entered all the same information again, including the email address where we could be reached (again, because the server was down and so was the email). Several hours later another email saying that the root PW we sent was incorrect (impossible) and they would not reset it because the email I used was not the same that they had on file. By now our site had been down almost 15-hours.
At the time of this message I'm typing we've been down for close to 36-hours... several trouble tickets and emails later.
Before we started doing business with FDC I was entertained with several emails stressing the incredible on-site tech support. We have 4 servers with another hosting company, who unfortunately isn't as liberal with bandwidth. At FDC we pay $299 p/m... we massively upgraded our server with the maximum storage and RAM they had to offer - regardless of the price.
What do we pay $299 for? A server? Bandwidth? Support? I would hope it is all three!
That huge paperweight we call our server - which houses our business website - is now in the FDC datacenter DOWN!
George F.