Disappointed from eukhost.com

[athdavalas]

Hi

Forgive all my terrible english but i want to share my experience with you.
Before i came to eukhost.com i was a client of powervps.com which their support was good in general terms but they were too slow on their actions and replies. Their vps also was compromised very often due to security reasons which had nothing to do with scripts like Joomla and so on.
I decide to choose eukhost.com as my new partner cause i read and talk with the guys from chat that they will fully managed my vps FOR ANY PROBLEM hardware or software.

Here is my experience with them

One semi dedicated server of mine starts to appears problems. i notify them by opening a ticket.
The famous 24 X 7 Support and Monitoring is a good tale but as all tales not true. Each time my server is down i must notify them. They answer was if i made any changes to some files on server. My answer was negative.

after some time i realize that server was down and i came back to ticket and through their chat. they answer me 3 times that my server was down cause i had an unpaid invoice.
I paid it the same time and they assured me 3 times that my server will be up in about 1 hour up.

After waiting for long time i call them through chat and the answer now was that the server was compromised from hacking. They told me that they would try to fix it and if not they will apply a backup they have.

Their attempts to resolve it had no success and they asked me if its ok with me to restore the back up (by the way is there a possibility to say no, leave my vps down?)

All this process took about 8 hours. All this time is lost cause of their bad inner communication between departments as you can see.

i can live with that so far, but now with the following events. After many tickets and calls to chat where one session was closed by a rep of them ( where is the famous british courtesy which the whole world knows about? ) they answer to me that they cant restore my vps and the only thing that they can do is to create a new fresh vps and put there the data of httpdocs and dbs but not email accounts...

After they told me that i had to create the hosting accounts and dbs from scratch and make the data transfer to each site. I told them that i dont have the skills to do something like that and im willing to pay extra so an "expert" from eukhost to handle it.
They refused me and they told me that when i buy a vps i must have basic linux knowledge. Before buy they had assured me that all my vps ( i have 15 vps with this company) will be fully managed for any case (software or hardware failure)
At this point i must say that the new setup was done quickly. But this is the only

Finally the data moving process has been done on some point by a associate of us from Pakistan.

So fully managed service is a myth...

I know that you may have many arguments that its my responsibility to do that and this and so on.Ok i agree but pls consider that i clearly mention my needs and they assured me that they can fit them. You see when its time to collect is a different time from the one you have to pay back...

And finally the funny thing is that the server who faces serious problem now at my old provider nd make me change provider and come to eukhost.com is the same server which i write for you now...

I hope their actions will surprise me in a positive way so i can post a new post with a different opinion, a better one

[eUKShane]

Hello,

I have gone through your ticket ZLP-99008-520 thoroughly and following were the situations I came across :

1) One of your domain name was not working in first place. This was the reason you raised the ticket.

2) Scott investigated on the issue and he found "Segmentation fault" error and few services were also corrupted. He decided to upgrade plesk and the operating system as system services had got corrupted.

3) Then AlanV and Ramon also worked on it but were unsuccessful in doing so.

4) New VPS creation and data migration also took time as the migration was customized.

5) Now you are creating the databases and restoring them from backups, definitely this task will take time because everything needs to be done manually.

You had opened the ticket on 27th April and today is 28th, I have counted number of replies and they are more than 30 so far, so definitely our admins have tried their level best to work on this issue.

As your VPS system files got corrupted, the only possibility remains is to create new VPS, then add all domains and databases manually and restore the backup.

If you still feel we are lacking somewhere in terms of support we have offered so far, do let us know what further steps we should undertake to get your issue resolved.

We can understand your concern and the frustration because of the downtime, but as the issue has got complicated so it is taking time.

[eUK-Alan]

Hello

I have restored few of your databases from the backup and updated the ticket
Please reply to same ticket if you need further assistance.
Thank you

[athdavalas]

Hi

Finally i lost one db (all tables were empty). The final part of restoration was done by our technicians although i have asked this to be done by eukhost technicians and to pay extra for this service.
Pls consider the fact that i maintain so far 15 vps with this company.
As you can see full managed servers and proactive support are just empty words and a myth even if you are willing to pay extra for this...
Sorry guys but in this case your support wasn't what i expected according to what we have talked about before i became a client of yours.

[John]

Hello Athanasios,

I have just read through the ticket, and I will concede that there was a failing from our VPS Team on this occasion. Although I can find no reference to you paying more for a higher support service, the things you requested are within our normal support scope.

The failing I refer to is more in relation to a casual attitude from a few support members on this occasion, namely them asking you to do tasks you stated you didn't know how to do.

You are considered a valued customer and I know we have spoken quite a few times recently in regards to other subjects. I assure you that your next support experience will be much more positive.

I have added you a credit of £65.00 in a good will gesture. Please let me know if you would like to discuss this in more detail.

[athdavalas]

I asked many times from the chat those days to pay for a higher support service. They refused me again and again. I suppose you keep chat transcripts so if you wish you can take a look.
Your chat rep told me also that its my responsibility to have basic linux knowledge in order to have a full managed vps with you... That was the good part cause another rep of yours just close the chat window
I asked for help and i receive irony...
Finally your team restore one of my dbs and i wish to thnk you for thatYou can lock the post if you want i dont intend to post again.

[flesso]

Originally Posted by athdavalas

I asked many times from the chat those days to pay for a higher support service. They refused me again and again. I suppose you keep chat transcripts so if you wish you can take a look.
Your chat rep told me also that its my responsibility to have basic linux knowledge in order to have a full managed vps with you... That was the good part cause another rep of yours just close the chat window
I asked for help and i receive irony...
Finally your team restore one of my dbs and i wish to thnk you for thatYou can lock the post if you want i dont intend to post again.

Any web hosting provider, unmanaged or fully managed, expects Linux VPS customers to have some sort of basic level of knowledge of Linux system administration. The reason for this is that although fully managed, you can't expect the support team to do everything for you and indeed their role is primarily support, not doing everything you ask them to do.

[ov3rfl0w]

( where is the famous british courtesy which the whole world knows about? )

Is that what they say out of britain? When I go abroad I get treated like a cash machine spewing money onto the street but indeed I am courteous until day 5 .

Sorry just had to comment on the that section. Your english writing is very good. "I am being courteous again!"

[athdavalas]

Hi my friend ov3rfl0w

With my poor english...

Is that what they say out of britain?

Yes at my country at least. Pls dont bother to change our minds. That is what we believe for your country and your people. We deeply respect Great Britain and your people.

When I go abroad I get treated like a cash machine spewing money onto the street but indeed I am courteous until day 5

If you are a gentleman you remain a gentleman even if you have to face the worst kind of man.
Im a fat guy. If you are fat also is this your excuse for being fat ?

Your english writing is very good. "I am being courteous again!"

Irony comes from the greek world ironia
Humor is the word we use at greece for humor... You see we dont have a similar word

Best Regards from Greece,
Athanasios Davalas

P.S. By the way last days i received a fantastic support from eukhost guys and i'm going to open a new ticket to thank them