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You get what you pay for!




Posted by SemonC, 01-11-2007, 12:07 PM
take a look at onthespothosting.net cust service skills.... the customer is to be treated like they dont pay you anything Last Replier: Jonathan Case Status: Closed Department: Support Department Created On: 10 Jan 2007 07:50 AM Site down Author Contents Semon CXXXXXXX Posted on 10 Jan 2007 07:50 AM -------------------------------------------------------------------------------- I sent in a ticket last night and dont have the ticket number here at work. The database index seems to be corrupt, please run the following on my MYSQL server, I dont have a current backup of the db Repairing corrupt DB's / Tables in MySQL: * Note - this procedure requires stopping the MySQL which may need to be done during off peak hours. 1. Find the directory containing the users MySQL data files 2. Stop the MySQL service 3. Enter a CMD line - change the directory to the users MySQL data files 4. Enter the command the following command - myisamchk -r *.myi 5. Restart MySQL service If the -r arguement doesn't fix the database - repeat the above procedure using -f instead Example: myisamchk -f *.myi Jonathan Case Posted on 10 Jan 2007 09:38 AM -------------------------------------------------------------------------------- you can run a check and repair within your control panel under mysql Semon CXXXXXX Posted on 10 Jan 2007 10:16 PM -------------------------------------------------------------------------------- What kind of support is this? This is really terrible! Of course I did that and it didnt work. Can you pass the ticket to someone who can do adminn stuff? Jonathan Case Posted on 11 Jan 2007 09:53 AM -------------------------------------------------------------------------------- no ill close the ticket and we will close your account.

Posted by rv_irl, 01-11-2007, 12:27 PM
Wow... didn't see that last comment coming. Surprised they closed your account just for saying that...Is that the full ticket log?

Posted by cscertified, 01-11-2007, 12:39 PM
If that is the full story. You may want to try to talk it out with them. Seems to me as both of you let it get heated very quickly.

Posted by onthespot, 01-11-2007, 01:38 PM
you may want to provide the technician with the mysql database name, how is he supposed to know or do anything for you if you dont provide him with this information? Also I think that if you wish to get support its most likely a good idea to not talk to a tech like that whos trying to help you.

Posted by Bofu2U, 01-11-2007, 02:28 PM
That's still not the kind of response your technicians should give to a client. In my opinion that's horrible, he (the technician) is acting like he has nothing to lose by closing the account (which very well may be), but still - the company does have revenue to lose. My 2 cents...

Posted by page-zone, 01-11-2007, 04:18 PM
If you ran the table repair through cpanel, it will do thew same thing as them running that command from the command line. If it didn't work through cpanel it isn't going to work through the command line. Either A.) You are a constant PITA and this outburst was the last straw so they booted you. B.) The host is an idiot.

Posted by onthespot, 01-11-2007, 05:25 PM
right so our technician then did give him the right answer.

Posted by cscertified, 01-11-2007, 05:50 PM
onthespot, can you responded to the fact that the tech. without warning stated the account will be closed. The seems a little unprofessional and I wanted to know if the account was closed or if you guys decided to work it out?

Posted by page-zone, 01-11-2007, 05:59 PM
Kind of... IMO he should have ran the command and pasted the output to the ticket. And asked for the exact error message. Sounds to me like a whole other problem though. And the ticket was too vague. "Site down"? Should be "site throwing mysql error sessions.myi" or something like that. Last edited by page-zone; 01-11-2007 at 06:03 PM.

Posted by onthespot, 01-11-2007, 06:17 PM
I have talked to the technician in regards to this and have asked him to never speak to a customer like this again. He was frustrated that he was trying to help the customer and that the customer treated him in that way as if he wasnt sufficient. We are not going to cancel the customers account in regards to this, we also are trying to make it up to him by providing him with a backup of his site from december 24th, hopefully in that backup theres a usable mysql database.

Posted by SemonC, 01-11-2007, 08:25 PM
I must agree that Im partly to blame, yes the database name was not included in the ticket, and after the site had been down for a day I kinda got frustrated. I am apologizing to the tech in the ticket, but have had problems with techs before when it comes to databases. Indeed it is true that cpanel does run the same command, what is not true is the result IF you stop the mysql service or try the -f option. I know because I have used it and every time you stop the service and run either it works. I would never threaten to cancel a customers account because of an outburst, I would (and do) call him all kinds of names but respond professionally as I know he is only frustrated because he is an idiot and wants things to go in a way that he doesnt totally comprehend. This was my first ticket even though there had been a couple server issues prior and they were resolved within hours. I just do not like opening up a ticket and seeing a cursory response AND especially seeing that the ticket is closed when its not yet resolved. I think its a good practice to leave a ticket open until a customer says its resolved.

Posted by page-zone, 01-11-2007, 08:51 PM
The only thing that strikes me as odd is that the techs have the authority to take offense and cancel an account, (or think they do). I'm sure he's made a mental note to be more thorough, at least when he sees who put the ticket in the next time.

Posted by Crucial Web Host, 01-11-2007, 09:47 PM
I think its a good practice to leave a ticket open until a customer says its resolved. I agree with this, however - it's just not really practical in all cases. The problem is that most folks don't reply to the ticket to say, "thanks" or, "it's fixed" - they just go back to enjoying their service. Not their fault at all. But, to leave the tickets open would quickly become impossible to keep track of open/closed problems. It's pretty common for providers to reply and autoclose the ticket. ThePlanet.Com does this - simply so they don't have hanging tickets. We maintain an open ticket for 48 hours. If the client does not reply to the ticket within that time the ticket is autoclosed. Tech support is a rough job and you never really get to talk to "happy" clients - It's hard sometimes, but - apply the Golden Rule when you can. Kindly,

Posted by Swelly, 01-11-2007, 10:08 PM
This is a good practice IMHO. I think that 48 hours with a no reply pretty much means the ticket is resolved. Some companies are even 72 hours too.

Posted by The Stealthy One, 01-11-2007, 11:53 PM
onthespot, I am not at all trying to be confrontational, so please do not take this the wrong way. I am really trying to help. Jonathan was not at all wrong at any point in time. It seems he became a bit frustrated, but he was not cursing, and he certainly was not "over the top" angry. That support rep is a cancer in your company, and you must rid the company of him right away; that is no way to treat a customer, especially when the customer is not really angry. I imagine you will win back Jonathan's support by taking clear, decisive action on what is a pretty bad PR situation for your company. Again, not trying to be confrontational (or telling you how to run your company), but your responses definitely bother me somewhat.

Posted by xhackr, 01-12-2007, 12:12 AM
onthespot's first response betrays his first concern - defending the actions of the unprofessional tech. No accountability, no apology. In my mind I don't have to look any further into this issue to understand the problem.

Posted by xhackr, 01-12-2007, 12:18 AM
This may explain: Registrant: onthespothosting.net Jonathan Case 1814 holland brook rd neshanic station, nj 08853 US Email: jon@onthespothosting.net Registrar Name....: REGISTER.COM, INC. Registrar Whois...: whois.register.com Registrar Homepage: www.register.com Domain Name: onthespothosting.net

Posted by The Stealthy One, 01-12-2007, 12:31 AM
Oh, I thought Jonathan was the client. In my post above, when I say 'Jonathan' I am referring to the client!

Posted by SemonC, 01-12-2007, 09:14 AM
I am the customer, and I should know better, however I had just come off a frustrating string of "That cannot be done" from another hosting company when all it was is their unwillingness to log into the mysql server and run a few commands. In this case, I apologized to Jonathan as I am sure that they had a hectic Xmas season with mail loads and ecommerce sites and didnt need me flying off my handle. We worked on this last night and found that the database was truly hosed and restored from a backup that Onthespot provided (and did not charge me for). My copy of the backup wouldnt load and they restored it for me. The sites back up and I need to go in and make sure theres no security issues and make some good backups!

Posted by The Stealthy One, 01-12-2007, 11:01 PM
SemonC, glad to hear things worked out for you then. You're a client every host would love to have - if only they were all as understanding as you are!

Posted by geekeffect, 01-14-2007, 09:17 PM
The tech's response is one I always feared. Starting small I always felt like the little guy who wasn't worth the support ticket. Being in the business for ages now I was aghast that that tech sent that message. But we all have bad (thank god for alcohol) days, and when two folks having a bad day get together, its always, well, bad. Glad to see it's all worked out in the end and the company went the extra mile to make up for it, thats big to me, gotta own up to a mistake and do what is right to make it right. Simply the way a business should be run.

Posted by taylorwilsdon, 01-14-2007, 10:31 PM
If you haven't figured it out yet, the tech is the webhostingtalk poster in the third person. As far as I'm aware, its a one man show over there.

Posted by amfr, 01-14-2007, 11:07 PM
Hmmm... going a little off topic, their 10meg testfile took around half an hour to download...

Posted by donniesd, 01-15-2007, 01:46 AM
Sounds like your isp is having problems. Took 36sec for me. And server at SL

Posted by eric418, 01-15-2007, 12:41 PM
maybe it's my english level, i don't quite get it. would you mind elaborate a bit more?

Posted by geekeffect, 01-15-2007, 12:44 PM
The technician in this post is the same person posting in his defense. It has been suggested that thier hosting/support is a one man show. Although not always so bad, just got to be up front about it.



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