digoart.com
02-23-2008, 05:35 AM
HI, If I only knew how can I reach someone from management team, I would do that immediatley! The brief story of my servers 5 days down :
19.02.2008 - My Plesk freezed , and while support guy - David Ronca was working to resolve that the file system corrupted . His reply was:
"After looking into the server, it appears I encountered some problems with the server. When i tried to flush the IP tables as i said i was going to test, my command line console froze on me, so I rebooted the server. The server then proceeded to not boot into local, after that i booted the server into rescue system and attempted to run some file system checks to no success. As i seemed to be getting a strange stack trace error when trying to mount the drives in rescue, I have created a ticket to our datacenter technicians to take a look at the server. The typical response time is about 2-4 hours and once I hear some more information from them I will give you an update on what is going on."
However I never received any answer after 2-4 hours. Only next day a received an email from him :
20.02.2008 "...After going through the badblocks test on the harddrive the information came up clean. After updating the ticket with the datacenter the only conclusion we came to is that the hard drives are causing the error..."
He then asked me to backup my files, as they need to replace the hardware. (Taking in mind that server is freezing every 5-10 minutes that was an awesome offer for me to improve my Linux skills and perform my backups having 5 minutes only. However I only needed the incremential backup, so I somehow managed to backup my files)
Since then I received _NO EMAILs_ , and all my calls where answered with one statement - "Your problem have been escaladed to admin department and they are working on it"
21.02.2008 I managed to reach someone from Admin department by phone (Sorry I didn't write his name) . The answer was short - "We have replaced the Hardrives for you" . This looked really strange , because all that time I've been monitoring my server through recovery console, and there have been NO CHANGES and NO ACCESS to the server. The information on the HDDs was still old with my old data, but I have been assured that everything have been changed. (It took me 10 minutes to understand that NOTHING have been performed on my server , and it still freezes even I after I have re-imaged it)
22.02.2008 I called support 3 or 4 more times, each time receiving the answer that "admins are working on it". And the last call just killed me. As I been told that the girl named Geralyn Entmelo will escalade my case to admin department. That have been told after 3 days of server being down ! She then told that it was not possible to talk to any of managers or supervisors and that I should call back later...
She also provided me with names of persons who "have been working on my case" : Daniel Rubel, Micah Magruder, Joone Zacarnette, and the supervisor who was not responding Lisa Navaratte.
23.02.2008 Called support again - they told be it is a good idea calling them back in 6 hours, thats the time when some other guys will be on place who can advice me on my porblem (?!). F*ck that - I have only one problem - the admins who are unable to change my hardware for 5 days .
Conclusion - If you are going to host your business websites - DO NOT do that with 1and1 !
While searching the net I found an interesting site as well : 1and1sucks.info where you can find some cases on how the guys where cheated.
As I'm UK customer - I have no ideas where should I call more to get help on my case, and whenever you call support to talk to supervisors you get one answer "I can't connect you to my supervisor, could you please call back later ?"
19.02.2008 - My Plesk freezed , and while support guy - David Ronca was working to resolve that the file system corrupted . His reply was:
"After looking into the server, it appears I encountered some problems with the server. When i tried to flush the IP tables as i said i was going to test, my command line console froze on me, so I rebooted the server. The server then proceeded to not boot into local, after that i booted the server into rescue system and attempted to run some file system checks to no success. As i seemed to be getting a strange stack trace error when trying to mount the drives in rescue, I have created a ticket to our datacenter technicians to take a look at the server. The typical response time is about 2-4 hours and once I hear some more information from them I will give you an update on what is going on."
However I never received any answer after 2-4 hours. Only next day a received an email from him :
20.02.2008 "...After going through the badblocks test on the harddrive the information came up clean. After updating the ticket with the datacenter the only conclusion we came to is that the hard drives are causing the error..."
He then asked me to backup my files, as they need to replace the hardware. (Taking in mind that server is freezing every 5-10 minutes that was an awesome offer for me to improve my Linux skills and perform my backups having 5 minutes only. However I only needed the incremential backup, so I somehow managed to backup my files)
Since then I received _NO EMAILs_ , and all my calls where answered with one statement - "Your problem have been escaladed to admin department and they are working on it"
21.02.2008 I managed to reach someone from Admin department by phone (Sorry I didn't write his name) . The answer was short - "We have replaced the Hardrives for you" . This looked really strange , because all that time I've been monitoring my server through recovery console, and there have been NO CHANGES and NO ACCESS to the server. The information on the HDDs was still old with my old data, but I have been assured that everything have been changed. (It took me 10 minutes to understand that NOTHING have been performed on my server , and it still freezes even I after I have re-imaged it)
22.02.2008 I called support 3 or 4 more times, each time receiving the answer that "admins are working on it". And the last call just killed me. As I been told that the girl named Geralyn Entmelo will escalade my case to admin department. That have been told after 3 days of server being down ! She then told that it was not possible to talk to any of managers or supervisors and that I should call back later...
She also provided me with names of persons who "have been working on my case" : Daniel Rubel, Micah Magruder, Joone Zacarnette, and the supervisor who was not responding Lisa Navaratte.
23.02.2008 Called support again - they told be it is a good idea calling them back in 6 hours, thats the time when some other guys will be on place who can advice me on my porblem (?!). F*ck that - I have only one problem - the admins who are unable to change my hardware for 5 days .
Conclusion - If you are going to host your business websites - DO NOT do that with 1and1 !
While searching the net I found an interesting site as well : 1and1sucks.info where you can find some cases on how the guys where cheated.
As I'm UK customer - I have no ideas where should I call more to get help on my case, and whenever you call support to talk to supervisors you get one answer "I can't connect you to my supervisor, could you please call back later ?"