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Eleven2.com - 41 hours and counting just to restore an account. Poor support respon

Posted by technut, 02-04-2014, 07:32 AM
We've been with Eleven2.com for many-many years but it seems there support is getting worse and worse by the month. This is NOT an exaggeration by any means. If they got any slower to fix an issue that our server and accounts continually have week after week there would be no support at all! On 2/2/2014 at 9AM PST we opened a support ticket asking for help ASAP as the R1Soft application for a client was not working and we desperately needed to restore this clients account. One hour later we found none of the R1Soft applications in any account worked on our server. Ridiculously after 21 back-n-fourth post's finally at 2PM PST [THE NEXT DAY] we were told the R1Soft app was working once again. So we started a restore, little did we know the R1Soft restore completely wiped out every file/folder on the clients account leaving it in a 404 error! But here is the real kicker, our last pleading for help posting was yesterday night 2/3/2014 at 8PM, and they didn't even bother to respond for over 7 hours still knowing full well our situation was unresolved and desperate. To date its been over 41 hours and our situation is just as it was 3 days ago when we 1st opened a support ticket asking for help! So be warned and think twice about the on going poor support of Eleven2.com. OBTW, if Nick Hudson is around the Eleven2.com support ticket is 102023. Maybe you can get your support team to fix our situation, as they don't seem to care much about us and our client's!
Posted by DWS2006, 02-04-2014, 08:57 AM
Are the users files still in the account? If yes, maybe this is a permissions/ownership issue. Also, do the files still appear in R1Soft?
Posted by jrianto, 02-04-2014, 01:08 PM
I think we should never depend on the backups made by the web hosts as a complimentary service. Having our own backups stashed somewhere, even in our own computers at home is a good safety practice just in case of corrupt backup files made by the web host.
Posted by technut, 02-04-2014, 02:25 PM
Hi, from our access we only see an empty [/public_html] folder after the R1Soft restore. But yes this still could be a file permission issue. Thanks for the post!
Posted by technut, 02-04-2014, 03:32 PM
Yes, we totally agree. Up until just a few days ago [as we are moving BU server locations we did have 7 backups per account. But it was way too much data to move to a new server, thus our current situation. But that does not excuse Eleven2's responsibility from having a working R1Soft application or a recent [working] backup file. Fact is the only recent backup file available to us was January 17, 2014 or later. Thanks.
Posted by @Jesse, 02-04-2014, 04:12 PM
At this point you need to throw the tickets out the window and just call them. After the first 12 hours even. Call +1 (866) 353-8362. If you can't use toll free: Houston (Texas)+1-713-589-4821 New York City (New York)+1-646-216-1430 Los Angeles (California)+1-310-362-7324
Posted by Vypaz, 02-04-2014, 05:01 PM
Weird, i use them for the hosting of my main site and with tickets, support and whatever there usually answered within 1-2 hours max! Unless they have high level tech guys for the R1soft stuff etc is my only guess.
Posted by DWS2006, 02-04-2014, 05:22 PM
Can you download a tar/zip file directly from the R1Soft plugin?
Posted by technut, 02-04-2014, 07:49 PM
Yes we agree and I did call Eleven2. Some where about ticket 14 and asked to talk to Nick H. who was out at the time, so I left a msg with the support person I talked to. I just failed to mention that fact trying to keep this posting from becoming a novel. Thanks.
Posted by technut, 02-04-2014, 07:59 PM
Oh, don't get me wrong, they did answer within 2 hours! But have you ever watched the "Three Stooges"....... Its now been over 54 hours our support ticket has been open and worked by so many tech's I can't remember. Worse yet, the clients restore is still pending a fix. The Eleven2 catch word of the day is "Please Standby"! We have seen this for over 2 days now on so many ticket posts we can't count! Thanks.
Posted by @Jesse, 02-04-2014, 08:06 PM
I figured you did. Was a just in case post.
Posted by Nick H, 02-05-2014, 02:55 PM
Looking at your ticket, I see that our staff has already resolved it for you. If you have any further problems, please let us know via the ticket. The main cause of the delay was related to our issue in the Los Angeles datacenter Monday. We were having some issues getting the backup server back online, but thankfully we were able to. As always, while we do maintain backups as a courtesy to our customers, it is ultimately your responsibility to ensure you have backups of your own data. We make absolutely no guarantee as to the integrity or availability of our backups--they are a courtesy service we offer. Also for future reference, as I've stated in several threads, WHT is not the proper way to get your issue escalated. My direct email is available on our website and would have elicited a much faster response than a post on WHT. If you have any further issues, please contact me directly.
Posted by technut, 02-05-2014, 04:38 PM
Thanks for your reply and involvement Nick. Yes after 30 support ticket post's and 55 hours of back-n-fourth with the support department the backup of our client was finally restored for sure. And we commend your efforts! However judging from R1Soft's most recent date available to restore our client with [January 17, 2014] I would guess the LA Backup Server had been off-line for several weeks, and even though your backup feature [R1Soft] "is a courtesy" as you put it, having it listed as a Server Feature [DAILY BACKUPS (R1Soft)] indicates more that just a common courtesy if asked to use it. Resellers like us depend on what Product-Features, and Server-Features are part of their purchased package. Yes, we too keep backup as best as we can. But in this situation we had to depend on Eleven2. As a paying customer of many years I don't think that's asking too much. Regarding our post here at WHT, as this is a open forum of web hosting users and hosting services like us, in this instance we felt it necessary to bring to light these ongoing feature and support issues. To be specific in over 8 years we have never posted anything like this situation and certainly nothing that exaggerates or defames anyone intentionally. Our point was only to make known the ongoing lengthy support we continue to experience over the last year as there have been an ever increasing amount of postings here on WHT about this very same issue. Again, thanks for your reply Nick! Regards. Oh, and I forgot to say, Yes we did reach out to you [specifically] 2 days ago while we were on the phone via your support tech. Sorry, maybe you just didn't get the message back then.

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