I have a dedicated server with Godaddy.com that has been down over 15 hours (no http/ftp/SSH ...nothing, as they claim network is unreachable). They state on their website, and on auto-generated emails to support tickets, that "Your question has been received. You should expect a response within 24 hours." Some here would say that since the 24-hours has yet to pass that maybe I am blowing my top when I don't have a right to. I accepted this from the get-go with them, going against my better judgement that told me "If they take that long to reply to folks then they either don't really care or are too big for thier own good (or atleast for the good of their customers)". But, for it to take 15+ hours for them to tell me it is a "network issue" (see below email just received), is totally uncalled for IMHO:----------------------------------------------------
Dear Corey,
Thank you for contacting Server Support. I'm sorry about the frustration. Their is currently a network issue outside of our realm that is causing issues. We are working on the issue with the responsible party in an effort to resolve the situation. Please let us know if we can assist you in any other way.
Best Regards,
XxXxXxXxXx X. (<---- Name changed to protect the innocent just doing his/her job
)Server Support
----------------------------------------------------
"Please let us know if we can assist you in any other way." - OK, I'll give you guys a list:
1) If its an issue you're investigating (like I goofed up my OS), take time replying to me till you find out what is wrong - If I did it, or it is OS related it may take that time, and is not your fault to begin with...I asked for it. Something like a network-issue: Reply to me, post on your site, something so I don't have to wait 15 or more hours just to be told it hasn't had an internet connection this whole time I was trying to get into the box.
2) OK, I get a resonable deal on this box (money wise), and you guys are even flexiable working with billing. However, this box could be (its not, but that is not the point) my business and my livelyhood. You are going to bill me for the full month, despite this downtime (I KNOW..I KNOW...I agreed to the TOS on dedicated servers...that was stupid on my part to begin with
). But, considering the issue and the amount of time, no consideration of doing anything (I'll take a free cookie or 10% additional off anything - I'm not picky :p ) for my trouble? Talk about caring for you customers.3) The reason I blocked out that support rep's name? They were doing their job....sending out a "standard" or "prefab" letter. That line about "network issue outside of our realm", and the part that says "working on the issue with the responsible party" - Like those ease my mind - NOT. I can't give those excuses, or blame others, to those I provide hosting for on that box. If I could, I'd forward all their angry emails on to you nice folks over there at Godaddy :hehe:
I have this one box over at Godaddy. Some here at NP may recall my public ranting awhile ago against Godaddy (it has been an on-and-off relationship). I do believe, however, that just like people, that companies can change. I therefore gave them another chance. I'm beginning to think this box needs killed-off and moved over to where my other services are, SoftLayer.com
Atleast over at Softlayer, I'd get almost instant responses, no blame placed on others (regardless of rather justified...you are resposnible to your customers alone), and atleast some means to say your sorry when things do go wrong other than some prefab-copied email :tu: Maximum stops complaining, crawls back into his corner, and grabs a stiff drink...and awaits these "network issues" to be resolved
