Comments on: How not to handle technical difficulties, take 2 http://meganmcdermott.com/2009/01/10/handle-technical-difficulties-2/ Web design and that Wed, 11 Jan 2012 14:00:04 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Megan http://meganmcdermott.com/2009/01/10/handle-technical-difficulties-2/comment-page-1/#comment-62912 Megan Fri, 26 Jun 2009 01:35:00 +0000 http://meganmcdermott.com/?p=299#comment-62912 Hi rtt, We prefer Canadian companies too! Unfortunately we haven't been able to find a suitable replacement for VPSville in Canada and are now hosting in the UK. What we were most bothered about with the VPSville situation wasn't the loss of data (our fault for not having good backups), but the lack of communication about the situation. They actually took their support forums down - that's pretty appalling. One month free as compensation wasn't enough to keep us there. Megan Hi rtt,

We prefer Canadian companies too! Unfortunately we haven’t been able to find a suitable replacement for VPSville in Canada and are now hosting in the UK.

What we were most bothered about with the VPSville situation wasn’t the loss of data (our fault for not having good backups), but the lack of communication about the situation. They actually took their support forums down – that’s pretty appalling. One month free as compensation wasn’t enough to keep us there.

Megan

]]> By: rtt http://meganmcdermott.com/2009/01/10/handle-technical-difficulties-2/comment-page-1/#comment-62902 rtt Thu, 25 Jun 2009 23:55:47 +0000 http://meganmcdermott.com/?p=299#comment-62902 What happened at VPSVille is unfortunate, I'm not a customer but I do work for an ISP. Although I don't think the customer should be blamed, it is important to note that this could have happened at any provider. The best way to avoid these situations is to make sure you take regular off-site backups (it's best not to rely on your provider for this). Further, it's in almost any TOS that the provider is not responsible for dataloss, especially if the customer did not pay for databackup. Actually, many providers do not take regular backups, due to the sheer cost of it, so they either leave it as an extra option for the customer to purchase. I know little about VPSVille but I did hear on WHT that they offered 1 month free to all customers. I guess I'm biased because I'm Canadian and prefer Canadian providers, and I've observed far worse service and response from US based companies. What happened at VPSVille is unfortunate, I’m not a customer but I do work for an ISP.

Although I don’t think the customer should be blamed, it is important to note that this could have happened at any provider.

The best way to avoid these situations is to make sure you take regular off-site backups (it’s best not to rely on your provider for this).

Further, it’s in almost any TOS that the provider is not responsible for dataloss, especially if the customer did not pay for databackup.

Actually, many providers do not take regular backups, due to the sheer cost of it, so they either leave it as an extra option for the customer to purchase.

I know little about VPSVille but I did hear on WHT that they offered 1 month free to all customers.

I guess I’m biased because I’m Canadian and prefer Canadian providers, and I’ve observed far worse service and response from US based companies.

]]> By: Matt http://meganmcdermott.com/2009/01/10/handle-technical-difficulties-2/comment-page-1/#comment-42492 Matt Mon, 19 Jan 2009 17:22:09 +0000 http://meganmcdermott.com/?p=299#comment-42492 The last time <a href="http://superb.net" rel="nofollow">my datacenter</a> had a major outage (exactly 185 days ago) I called them up within minutes of the downtime. They told me there was a major power spike which shutdown every server in the datacenter. I asked them to send me more details when they had time, and a few hours later (after all the servers had been turned back on), they sent a mass email to all their customers. I was down for a total of 2 hours. I asked to be compensated for the downtime, but they completely ignored me. I guess you can't have everything :) The last time my datacenter had a major outage (exactly 185 days ago) I called them up within minutes of the downtime. They told me there was a major power spike which shutdown every server in the datacenter. I asked them to send me more details when they had time, and a few hours later (after all the servers had been turned back on), they sent a mass email to all their customers. I was down for a total of 2 hours.

I asked to be compensated for the downtime, but they completely ignored me. I guess you can’t have everything :)

]]> By: Chuck Monroe http://meganmcdermott.com/2009/01/10/handle-technical-difficulties-2/comment-page-1/#comment-41708 Chuck Monroe Mon, 12 Jan 2009 21:15:39 +0000 http://meganmcdermott.com/?p=299#comment-41708 Everything you just said is common sense :) The fact that it warranted a post shows well how sadly many service provider don't get customer service. I am sure I am not the only one who is willing to forgo some quality in the service to get top notch customer service / tech support. Good post! Everything you just said is common sense :) The fact that it warranted a post shows well how sadly many service provider don’t get customer service.

I am sure I am not the only one who is willing to forgo some quality in the service to get top notch customer service / tech support.

Good post!

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