Support?

[teckyhead]

I have a ticket with a subject of 'Server Down!' that I submitted over two hours ago - still unassigned (I have a windows dedicated server). I tried calling the numbers on the homepage - the first one wouldn't connect and the second one was some whacky answering machine. I then tried 'live support'. After waiting around 10 minutes I got someone who said (after a further 10 minute wait) ... "I have passed the server reboot to DC admins".

So I'm guessing that Bodhost don't have any in-house support out of office hours. It was about 7.43am in England when I submitted the ticket. Not happy, to say the least. It's a hosting server (which I mentioned in the ticket that is still unassigned).

Not happy - especially given that this same server was down for 10 hours a few days ago (I accidentally set the wrong gateway and it took 10 hours to get that fixed!?).

A hosting service is only as good at its support (i.e. any host is good while everything is running okay). My recent experience with Bodhost has been less than encouraging. A phone line that doesn't work, a 'server down' ticket still unassigned after 2 1/2 hours and now I can't even raise anyone on liveperson. I get the feeling Bodhost is just another reseller with a skeleton staff.

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Gary

[teckyhead]

This has gone from a bad experience to a nightmare. My ticket has been in there for about 17 hours without a single reply. I've been told 3 times now that someone will look at the server and reply in the ticket.

They managed to get the server going for 3 hours and then it went down again. That was around 9 hours ago and I've rang the UK office twice and still no ticket reply, no server online and no indication of what's wrong or whether anyone is really looking at it.

Customer service is about servicing the customer - not having the customer call you multiple times, frustrated as hell because no-one will reply to a ticket.

Gary

[teckyhead]

The downtime lasted 30 hours due to a 'network issue'. It was up for 5 hours and now it's been down for 6 hours again. Same story every time - 'I've escalated it to a senior technician and they will reply in the ticket'. In the 36 hours of downtime over the past 2 days I've not had a single response to the ticket other than 'your server is up' after a 30 hour wait.

Gary'

[Rocky]

Hi Gary,

Please accept our sincere apologies for the delay in getting back to you. I'm getting this sorted out for you right now.

I'd also suggest migrating this server over to a new brand new one, as this server seems to be dieing due to some reasons.

[teckyhead]

Originally Posted by Rocky

Hi Gary,

Please accept our sincere apologies for the delay in getting back to you. I'm getting this sorted out for you right now.

I'd also suggest migrating this server over to a new brand new one, as this server seems to be dieing due to some reasons.

This all seemed to happen since the downtime when I set the wrong gateway early in the week. I don't see how it could be related, though if you look in the event viewer there are a lot of DNS related errors where it's trying to authenticate against ns1.bodhost.com and failing. Not sure why it's trying to transfer domain info to ns1.bodhost though...

Either way, I feel ill every time this server goes down. Besides hosting our most important 20 customers it also has our ecommerce (SSL) server so there are many more customers who simply can't do business while the server is down.


Gary

[Rocky]

Originally Posted by teckyhead

This all seemed to happen since the downtime when I set the wrong gateway early in the week. I don't see how it could be related, though if you look in the event viewer there are a lot of DNS related errors where it's trying to authenticate against ns1.bodhost.com and failing. Not sure why it's trying to transfer domain info to ns1.bodhost though...

Either way, I feel ill every time this server goes down. Besides hosting our most important 20 customers it also has our ecommerce (SSL) server so there are many more customers who simply can't do business while the server is down.


Gary

Hi Gary,

We had to replace the motherboard & now the system is back online. But I'd still insist that this server to be migrated over to a different hardware, just in case the problems are beyond the motherboard, etc...