Servage negativo revisión #9904 por Rohan (dollar.rohan@g...) en 2010


Servage consiguió un negativo revisión en
servage.net
Servage
Neustadt 16
Flensburg , SH 24939
DE
☎ Teléfono +39 0461 16098358
📠 Fax +39 0461 16098359
Revisión del cliente #9904
1/10
Rohan ( dollar.rohan@g... )
Tiempo alojado 1 a 3 meses
Calificación global
An excerpt from the real ticket which describes the issues I had. After this ticket they suspended my account, and even after many requests they did not gave me the access.

They locked all my website-content too.
----------------------------------------------------------------------------------
Listen folks, don't stick to your idea of not refunding my money. Look into the issues and think with a broader perspective.
Don't keep on saying repeatedly, "WE CANNOT REFUND".
Don't be hard like sticks.

My Issues-
-----------
Issue #1.
MY WEBSITES HAVE BEEN COMPROMISED ON YOUR SERVERS DUE TO PROBLEMS AT YOUR END AND YOUR SUPPORT HAS BEEN EXPLAINING ME THE PRECAUTIONARY MEASURES, INSTEAD OF PROVIDING ME WITH THE DETAILS.
THEY JUST UPDATED THEIR COMMENTS IN THE TICKET AND DIRECTLY CLOSED THAT ISSUE. DID NOT EVEN WAIT FOR MY REPLY.
-----------
Issue #2.
This account hack information has been brought into my notice by a mail from Google itself.

I asked support team to look into the issue why my websites have been compromised and provide me with details.
They asked me to check the control panel. Great answer, Right ???
All this happened immediately after major upgrade to control panel. I changed my password too, and kept it secure but again this thing happened.
All the unknown files looked like to be blog, personal webpages and documents. It looked like someone else's files were mixed into mine.
Now my question is, with whom all my data was mixed ?
-----------
Issue #3.
After my sites have been hacked, there has been many huge number of files that were created. I even mentioned few names to support team. Ideally they should have atleast provided me some help on deleting these files. But no support that time too.
-----------
Issue #4.
Waste Control panel: I cannot even multiple select the files and folders to delete. Deleting such a huge number of files really proved to be a pain.
I tried checking for IP details about account hacking through the control panel details, but it only showed me 8-10 entries.

How will I be able to see who has actually tried breaking into my account 7 days back ?
Do you guys have any constraint on maintaining longer history ?
-----------
Issue #5.
Incompetent team, where most of the time I see SORRY, REGRET, INCONVENIENCE words or some sort of stupid emoticons but generally I don't get a good solution from support team.
Even after clear definition of the problem, and stating the expected solution I am always presented with irrelevant questions and answers, sometimes that are way far from the topic.

Even when dealing with a sensitive matter like account hacking (maybe due to whatever reasons), support team was not much bothered.

They just replied to the ticket WE ARE SORRY FOR THE INCONVENIENCE and directly closed the ticket. They did not even wait for my response on that.

This clearly demonstrates that there was some fault at your end only and an attempt was made to over-cover it.

Also, whatever be the issue, support team never forget to mention their explanations DUE TO OUR CLUSTERED SYSTEMS, WE ARE UNABLE.

For some problems it is fine, I too understand the limitations of this. But this is now becoming a way of excuse for them. These explanations are made even for the problems that are nowhere related to cluster technology.

I have also been working on clustered server systems for a top US Healthcare Organization, and know where this clustering can have a limitation effect and where not.
-----------
Issue #6.
No Customer-Care number, No call-backs on request or Grievance Handling cell. Is it like the customer should go to some of your partner organization to talk to you.

The channels or hierarchy for communication should be followed within the organization. Not between the customer and the organization.
-----------
Issue #7.
Statistics not functioning correctly for me. Many at times I see a targeted visit to my personal portfolio site through some adult or non-sense keywords. This is nowhere in correlation with my websites.

Few days back, I logged on through a highly secure US-based remote terminal and was surprised to see that actually this IP was not logged into control-panels history. But other sites were rightly able to capture this US IP-Address.


******Imp PLEASE NOTE-Proper Clarification needed*******

This time luckily nothing wrong happened and Google intimated me on time.

Now suppose if there would have been any incident of some copyright violations or maybe the whole server and cluster level hack, you would have directly suspended my account without any notification.

I brought this into notification of support-team and did not find even a small help from them. Is that the way they probe into sensitive issues ?

Support team has still not figured out the possible causes nor they have dig much into this issue.

My account was almost nearing a suspension from your side, great thanks to support team for not doing anything.

THE BIG QUESTIONS :

Question #1.
Going forward, if the same situation arises, then definitely the sufferer is ME.
But who are the actual culprits responsible for this ?
Its SERVAGE only

Question #2.
Just like someone else's files got mixed into my account, what all places and across which accounts my files have been mixed ?
Investigate, Research, Summarize and then give me a proper reply on this one.
******************************************************************

-----------
Issue #8
Just to meet up the SLA or 1 hour response time, support team is actually not coming up with some solutions.

It looks like just to fulfill their response time, they are bluntly saying anything. Please be aware that there is a big difference between SLA and Response Time.

-----------
Issue #9
SMS Gateway's functionalities have been taken off after the control-panel upgrade. I can no more customize the Sender-ID for SMS. Panel upgrade took off this feature. I was really in need for that, now I have to look for some other service provider.

6 months back when I asked them, when can we expect this feature, they said maybe in another coming months. But this has really been a long time and still no sign for this.

-----------
Issue #10
Fancy but feature-less control panel especially file manager

I cannot select multiple files even for delete operation.

While listing the files, the light and dark highlights are almost similar and accidentally the upper or the lower file can be deleted other than the one that needs to be.

While confirming, the delete or file update, file or folder name does not appear. It only asks
ARE YOU SURE YOU WANT TO DELETE ?

No filename here, increases the risk of accidental deletes.

No COPY to a different location option is available.

Recently I have been facing a different problem. While updating, I was asked multiple times to confirm the operation. I had to confirm 7-8 times to get a file deleted.

Also, big promises were made that lot more features will be added to control panel, I don't see any in the coming future.

Instead of having a separate team working on Servage blog and that tutorials (better versions are freely available on net), why don't you guys focus more on developing utilities for control panel ease.

Cluster server offers some challenges, but definitely we can quickly writeup some utilities to overcome this and add lot more features to the control panel.

I see this constant development and renewal factor missing here.at Servage. Feature-wise this control panel is monolithic to the earlier version.
-----------
Issue #11
Just after control panel upgrade, I faced issues related to statistics which took longer than 2 months to get resolved. There are still few more.
For over 2 months I did not had any stats for my sites.

----------------------------------------------------------------------------------
These and few more are the issues I have with Servage. If I have to cope up with these issues and stupid communications by myself then when I will do my work ? I am not able to focus on my customers, instead I am always running behind you guys.

Hope this satisfies your queries.

ALL THESE ISSUES WERE NOT A PART OF THE HOSTING CONTRACT. ALSO SMS-ID CUSTOMIZATION AND WEBDRIVE, IS NOT AVAILABLE AS IT WAS BEFORE. THIS IS CLEARLY MENTIONED ON THE SITE - http://www.servage.net/
I am paying for all the features mentioned there. Not for few features. Temporary unavailability can be entertained but not permanent.

YOUR ANSWER:
So, now here is what you guys will be saying to me is-

Sorry for the inconvenience caused. Thank you for sharing your issues. We will make sure in future all the issues gets resolved and you will not face anymore issues. We will definitely improve in these key areas.

MY ANSWER:
Definitely if you want to improve, there are lot of points mentioned in this mail that Servage should extract for improvement.

So when Servage thinks that they have actually improved then you may notify me. I will be happy to come back to Servage again.
Till then I would like to move on to a different host.

PLEASE PROCESS MY REFUND. I KNOW THAT CAN BE DONE. IF IT IS OUT YOUR SCOPE OR CAN'T BE DONE AT YOUR LEVEL, THEN PLEASE ESCALATE THIS AND ASSIGN THE TICKET TO YOUR SUPERVISORS OR CONCERNED DEPARTMENT.

Thanks. -Rohan

5 fuera de 6 los usuarios encontraron esta revisión útil!

Simon ( euphoric.state@g... ) revisión | -anónimo- ( bob@b... ) revisión