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TmzVPS Initial Setup Woes, Advice Needed
| Posted by AdamChandler, 01-26-2016, 01:33 PM |
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After what felt like an eternity of research, I decided to join TMZ VPS/s Fully Managed VPS (OpenVZ) - VM-4G (USA-LA) for $116.00 for 3 months recurring and that includes a 20% off coupon I found.
Paid at 12:02 PM on Sunday January 24th
Within minutes I receive an email, "Your Fully Managed VPS with tmzVPS has been setup!"
I get home at 4PM and start the setup process but when I start the WHM setup, I get this message from Cpanel:
I send TmzVPS Support an email:
Joseph J. responds 13 minutes later:
Two hours go by so I reply:
5 Minutes later, Joseph J. says:
At 7AM the next morning Yesterday, 18 hours after purchasing the VPS, Sam emails me:
It's been 25 hours since that email so I reply again at 8AM this morning:
No response....(current time 12:30PM)
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I send Sales / Billing an email because I feel like they should know I'm going to cancel if I don't get any help. I say:
Joseph J. is back again 20 minutes later:
I reply one hour later:
22 minutes later, Joseph J.:
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Am I being completely unreasonable? VPS is usually pretty fast to be setup. This is the 3rd host I've used and usually I have a server setup within half an hour. Their outsourced (or at least what appears to be outsourced) support team is very fast (within 20 minutes) but the escalation is where they're falling short. At this point, I don't think TmzVPS can convince me to stay. There are thousands of options out there and their lack of response here has me really burned.
I saw they are active on this forum so I'm posting here in hopes someone from TMZ VPS can actually help me.
One final ticket I opened on Sunday night:
5 minutes later from Sara:
I reply 5 minutes later with all of my information....I won't bore you guys with root passwords and IP Addresses
5 Minutes later: Sara:
Joseph J the next morning at 8AM:
2 Hours later, I reply:
Joseph replies 2 hours later:
I'm adding this exchange because it does show their support can be pretty fast. I think the bottleneck here is Sam.
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| Posted by Robert Smith, 01-26-2016, 01:44 PM |
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It looks like an outsourced team that's passing your ticket to the staff themselves. I think you've hit the nail on the head--the outsourced team gets back quickly, but the escalation procedure takes longer as they are waiting on someone from their staff.
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| Posted by anuja9991, 01-26-2016, 02:26 PM |
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Why don't you simply ask for refund, go with another service provider and save your time? There are plenty of decent companies in the VPS offers section of this forum.
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| Posted by AdamChandler, 01-26-2016, 02:30 PM |
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In the original post, I have asked for a refund to which they told me to wait.
Their response, "We are extremely sorry for the delay caused here. As mentioned earlier,we have already forwarded the ticket and as the ticket is currently handled by Sam,he will get back to you as soon as possible. Please note that only our support department is available 24/7. Please standby for further updates."
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| Posted by TmzHosting, 01-26-2016, 02:35 PM |
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Andrew,
First off I would like to apologize for the inconvenience caused here. I usually take the blame when something like this goes wrong and I try to rectify it immediately for our client and compensate when needed.
Fortunately this was not our fault. We use Manage2 to license all of our cPanel licenses directly with cPanel. Unfortunately there seems to have been some type of a compromise with cPanel and their client database so they ended up changing ALL passwords. We did not get a notification, so our automated licensing system stopped working.
This caused delays for everyone and delays in setting up your VPS. cPanel has not released a statement on this yet, but they will soon.
Even though this was not our fault, you are still our client. I have added credit to your account equaling one week.
Thank you for your patience and I apologize for the inconvenience.
Have a great day.
- Daniel
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| Posted by LinuxFox, 01-26-2016, 02:38 PM |
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Apparently cPanel's client password database was reset and they nulled everybody's password for security reasons. And hence our automated setup failed too. So you were requested to wait for the cPanel licence on your new VPS and assured of compensation too.
The issue has now been resolved. Have a great day.
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| Posted by AdamChandler, 01-26-2016, 02:39 PM |
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Daniel, do you have an ETA for me?
Was every Cpanel customer affected or just you guys? How do I know this won't happen again? Also, why wasn't your support team more transparent with me? If you guys had given me the explanation up front, I would have been more understanding. Is Sam's response of the issue being fixed today still accurate?
Finally, am I allowed to ask your team to perform another migration from my existing server because by the time you get this resolved. the data they migrated Sunday will be out of date.
PS, My name is Adam. Not Andrew.
Last edited by AdamChandler; 01-26-2016 at 02:44 PM.
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| Posted by AdamChandler, 01-26-2016, 02:43 PM |
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I'm sorry but I'm not happy with that reply. I feel out of the loop on your responses, I have 3 unanswered tickets in the queue that are still open and the way communication was handled isn't great. I know I'm not a big customer but transparency and communication are very important. I'm not looking for more free $$$, I'm looking for a bit more than what you guys have stated here.
Also, the timing is suspect. I've been trying to get an answer from you guys on this and just now when I post to this forum is it finally fixed. Is the timing just coincidental?
I still need to know if I can ask migration team to perform another migration because their work on Sunday is now out of date.
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| Posted by TmzHosting, 01-26-2016, 02:54 PM |
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Adam,
I apologize. We found out about the issue & fixed it literally fixed 5 minutes before you posted this thread. I can show you the time stamps if you would like. Please add me on skype daniel.daskaloski and I will have everything outstanding resolved for you.
I don't know how many of cPanels resellers were having the issue.
We can do a migration at any time.
- Daniel
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| Posted by AdamChandler, 01-26-2016, 02:57 PM |
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I'm not a Skype user but thanks for the follow up. I can only hope in the future that if I do have any support needs, that they're looked at a bit quicker than this one. I got the feeling that while your response time is quick, the solution time is quite slow. This is only my first time using you guys though. You being active here is helpful.
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| Posted by TmzHosting, 01-26-2016, 03:03 PM |
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Thank you for understanding, it's greatly appreciated. We have in business for almost 9 years, and we want the best for our clients. If you have any outstanding tickets, e-mail me daniel@Tmzvps.com and I will get it taken care of.
If you ever feel that something is not being resolved properly, drop me an e-mail I monitor it 24/7.
Have a great day.
- Daniel
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