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Gazzin: 36 hours down - no compensation?
| Posted by OM2OM2, 11-05-2005, 11:18 PM |
| I've got a reseller account with Gazzin.
I have 2 main domains hosted there.
These are absolutely crucial domains.
As of Thursday both of these sites were down for 36+ hours.
This caused me BIG damage.
My client was having several funders look at their website on Friday...
And erm... they had a display saying: "Cpanel, website not available".
Anyway... I contacted Gazzin live support and asked what compensation I would get.
They said: "We provide 24x7 support, therefore you will get no compensation".
From reading posts on this forum, I understood that I could get my money back if nothing else.
(And yes... I've read the million and one complaints against Gazzin. I hadn't done so before.)
Any replies to the above would be apprecaited.
Thanks.
Flash Master
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| Posted by spulis, 11-05-2005, 11:49 PM |
| What was the cause of the outage? Do you know?
That is the information you will need before you can say it was a Gazzin issue.
For instance if you have a reseller account and set your IP in DNS to something other then the IP of your account this would cause downtime or a period of time that you would not see your site, and I would not consider this to be the hosts fault.
Bottom line is what was the issue and what fixed it.
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| Posted by AnyDemo, 11-06-2005, 12:03 AM |
| Hello,
Did Gazzin give you any notice of the outage? When the outage will expect to be over if this is really their problem? This is better to understand what happen.
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| Posted by OM2OM2, 11-06-2005, 12:04 AM |
| they had some major problems with their server: diserlation (i think that's the name).
i didn't do ANYTHING!
they openly have said the fault was theirs.
they said in a very detailed email that they had trouble with the operating system on the server.
and they also mentioned how they worked day and night to solve the problem and how each time nothing seemed to work.
so... do i have a case for compensation?
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| Posted by OM2OM2, 11-06-2005, 12:06 AM |
| no... i don't think they did...
(i could be wrong... i do remember seeing some sort of email before though saying something about their servers being upgraded.)
anyway... notice or no notice: my sites were down for 36+ HOURS.
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| Posted by spulis, 11-06-2005, 12:08 AM |
| Well,
What are the steps you have taken to get a refund? Prior to coming here and posting this.
I would suggest you open a ticket with the Gazzin helpdesk and contact billing or sales before blasting them on a open forum. No matter who is at fault I am sure if they did indeed have these issued they would be willing to work it out with you.
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| Posted by spulis, 11-06-2005, 12:12 AM |
| Perhaps you should read the terms and conditions on the Gazzin site I think you will find your anwser.
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| Posted by Profuse-Will, 11-06-2005, 05:26 AM |
| Hi flashMaster,
I do not understand why you are asking WHT forums for compensation on an outage that we updated YOU every 6-7 hours on the ongoing process. We never left you in the dark nor did we ignore any of your queries. These forums are not our support channels nor are we going to make it our support channels.
Lets grow up... now you can easily contact us at our helpdesk for these details as well as our SLA agreement.
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| Posted by gilmourrules, 11-06-2005, 08:03 AM |
| Good Answer clanosiris, the title that flashmaster used is damaging enough it amazes me how many people come to this great site to bitch and think that a reseller should support them here amazing .....
Flashmaster let the community know the complete storey
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| Posted by luzhixianus, 11-06-2005, 01:32 PM |
| i am with gazzin around 3-4 four months, and i am reseller as well.
The server I am in is its server name " desertlion" , ip 69.50.160.242.
this week, i faced teh same problem. it almost makes me crazy.
the total downtime for this incident is more than 40 hours. i dont want to comment their technical skills and customer-oreinted concepts. i just share my exprience with all your guys.
in the past four months, every month, this server will cause a lot of problems for me. this week's long time outage.
last months, their dns servers cause a lot of downtime.
i dont know why their server are so instable. even they said you install new fresh system in this server during this week's long time outage. however, in these two days, the server still goes down once every day.
the month before last month, beside its random outage. the server got once attacked, this attacked cause server more than 24 hours downtime.
everymonth, this server can have differnt problem. it almost makes me mad!
i will move all my customers' website from this server.
one more, their live-chat support in the webiste really makes no sense.
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| Posted by OM2OM2, 11-06-2005, 02:52 PM |
| the first thing i did was talk to their tech support.
they said "we offer 24/7 support. therefore you are not entitled to get any compensation".
this didn't make any sense to me.
so i posted here to get some feedback.
i hear what you say that gazzin should at least be able to have a chance to answer first before i make a posting.
whatdya think... was i right in making the post to query what my situation was?
i was only going on what i had read in here, the fact that they promise for websites to be up 99.9% (or 99.5% depending on where you get the figure).
i didn't think i should waste time searching and reading up when there are so many other users out there who have had problems with outage and had got a refund.
Asking for compensation on this forum?
Well I wasn't asking for anyone from the forums to pay me for my losses.
For that, I took it up with your live support, who as I said above had the response: "we offer 24/7 support. therefore you are not entitled to get any compensation".
This didn't sound fair and certnaly went against what I had read in this forum.
And hence I posted my post to get some opinions and feedback.
Would you say I was wrong in doing this? Please say so if you do.
Updated every 6 - 7 hours? No... I didn't get any communication of that frequency.
This is what happened: a disgruntled customer called me and said his website was down.
I contacted live support about 5 times. Each time they said the problem was on the verge of being sorted out.
I got one email from William when everything had been fixed (this being after 36+ hours).
grunfeld1, I hear what you say.
It's wrong for people to come here and make an incorrect representation of a hosting company.
But... given what I've said above, which as a fuller story as I can give, I don't think I was being out of order.
Does anyone think different?
friggin heck!
40+ hours???
Last edited by OM2OM2; 11-06-2005 at 02:56 PM.
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| Posted by Profuse-Will, 11-06-2005, 05:24 PM |
| Flashmaster,
Our livechat is only for sales and support queries. If you read the SLA prior to the signup you will know how to obtain your SLA. It is a simple task such as reading the website as well as reading the TOS / AUP.
As for luzhixianus we have sent out an email stating why there is instability during the last 3-4 months. If you wish to beat the bush with a stick by all means I commend you. I apologize if we couldnt meet your standards but this was sent out in our emails as well. So far we had no outages thereafter these past 3-4 days I am not sure what monitoring you are using but we have been watching this machine closely on a 24/7 base. One with internal monitoring another with a 3rd party located on the east coast. Regardless, I hope you the best on all your future business ventures.
As for others who want to know the other side of the story. Server desertlion had several locks up this month as well as some processes idling at 99% cpu causing it too crash. We believe it was due to the OS being in 64bit and hardware compatibility issues causing such lockup as well as crashes. Therefore, when 'yum' decided to update the system to centos4.2 it basically caused a load of library errors. Therefore, we took the system down in order to resolve this issue. After 10 hours of trying to resolve the issue we were unable to do so therefore, we downgraded the system by throwing in a primary hard drive and setting the secondary hard drive with the data so we can transfer. Once we had it up we were unable to mount the secondary hard drive to import the data so one of our admins ran fsck finding that many superblocks and well as the filesystem being highly corrupted. This took a task of 16 hours for filesystemcheck to complete due to the capacity of the secondary drive. Thereafter another 10-16 hours went by with us trying to recover the damaged partition as well as superblock as fsck does no good. Therefore, William had contacted one of his admins who specialized in filesystem and data recovery to get the drive mounted it took them up to 10-16 hours to fix the superblocks as well as the filesystem as it had to be manually done.
Im not going to deny that there was a 24-40 hours outage as it did happen. But the issue was resolved on day 2 at 12pm making it 40 hours of straight work of our team to recover the system. So those who truly want to complain then by all means continue as we have already done what we can and there's really nothing we can do to mediate this problem. If you knew of a faster way to resolve this issue by all means comment on this.
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| Posted by OM2OM2, 11-06-2005, 06:10 PM |
| fair enough.
but... i think the response given by your representative was therefore wrong.
you should teach them that in such a case, they should plead ignorance and ask the end user to take the matter up by rasing a ticket.
i don't think you can blame users for responding to information given by them.
that said, thanks for the response.
much appreciated.
i'll definitely stick with gazzin at least for the time being.
i'll echo what others have said: the support and customer service is very good.
i'm going to raise a ticket to query getting compensation and also for moving to and also for moving to another server.
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| Posted by Profuse-Will, 11-06-2005, 07:27 PM |
| Hi Om2om2,
Moving the server in our opinion is unnecessary as the issue is resolved. As for the livechat I will ask them to forward billing queries through support desk channels rather than livechat.
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| Posted by OM2OM2, 11-06-2005, 09:20 PM |
| clanosiris, i can't raise a ticket.
the system does not accept my email and password combination.
i know i am typing the correct password.
the email i am using is the one registered for my acount.
i have tried password retrieval (just incase).
it reports that it's an incorrect email address and that my ip has been logged.
i tried live support.
they were not much help.
they said i should email support.
from past experience, having emailed support 8 times, i know that i won't get a reply.
please advise what i should do.
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| Posted by Profuse-Will, 11-06-2005, 09:40 PM |
| Hi,
You can easily create a ticket by emailing us from support, billing, sales it will automatically be generated into a ticket where you have tracking link.
The supportdesk is not sync with any passwords rather you will need to create a new login / password for it. But emailing us is a much easier way for you.
Or you can go to www.gazzin.com/helpdesk and click "submit" ticket.
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| Posted by OM2OM2, 11-06-2005, 09:48 PM |
| i've emailed u.
i've got a reply saying a ticket has been raised.
even so... i've NEVER had a reply.
and i would add that a password was generated for me in the reply email i got.
i tried logging in with this: no luck there either.
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| Posted by luzhixianus, 11-06-2005, 09:57 PM |
| i use both siteuptime.com and lertra.com
in past three days
both of these two show your server's outage once every day. ( almost at the same time). the latest one is this one
[siteuptime.com]
This is an automated message from SiteUptime.
Alert Type: Site Not Available
Result: Failed
Time: November 6, 2005 14:07:34 PST
HostName: *****
Monitor Name: *****
Service: http
[alertra.com]
Alert Type: Device Down
Alert Time: 11/06/2005 17:09:38 US/Eastern
Device: NEW
URL: ****
Result Message: Connection to HTTP service failed
Server Message: Unrecognized HTTP error
Elapsed Time: 30.26 Seconds
now. i almost dont dare to put any more websites in your server.
because this week's long time outage. one of my customers sent one layer letter to me.
during this long time outage, i asked one very simple request, help me to create one domain manually in their server ( because that domain owner is a critical one, and he sent me layer letter later). although i request many times and say how urgent it is. unlucky, they still just ignore my request.
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| Posted by OM2OM2, 11-06-2005, 10:17 PM |
| clanosiris
i'm happy to say that i've now got my first reply from support.
i'm sure i must be missing something.
they said similar to what the live support guy said: we provide 24x7 support (he said a few other things as well... but nothing of substance).
admission: i haven't read the sla.
as far as i'm concerened, i have no need to.
i have read plenty of posts on this furm that said they were frustrated at gazzin... but were given a full or partial refund for the hosting.
how can i get this message through.
i sent an email requesting this.
i can't make myself more clear.
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| Posted by Profuse-Will, 11-06-2005, 10:18 PM |
| Hi Om2Om2,
If you sent us an email what is your ticket number?
As for luzhixanus,
We were already busy enough getting the accounts up. Therefore, your request we pending until we were able to resolve the issue. Not only that but we re-created several resellers after 30hours so users can do what is required until we were able to do data retrieval. As for the alerts. If a 30 second downtime is something you cant stand then here is my 2 cents for you. You will defintely need to pay MORE it seems to me you want a 100% uptime although most host wish to achieve this it is not achieveable with the price structure you are interested. Please consider this when you pick your next host as I am sure you will be back here whinning. We have already given our story as well as any compensation that is required as our SLA agreement specifies that we need to obtain a 99.9% uptime if it is not achieved a credit will be issued. We have gotten your side of the story as well as opinion that you are no longer using our service this is a regret however, there is no need to beat the bush and whine.
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| Posted by OM2OM2, 11-06-2005, 10:19 PM |
| sorry... i spoke too soon.
i just got a reply saying that i should contact your admin/manager.
i will do so now.
(sorry for hijacking this thread for something else! but... u seem to understand and appreciate and are more than happy help!)
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| Posted by OM2OM2, 11-06-2005, 10:22 PM |
| ticket number: [#JSD-957889]
i've emailed manager somehwereat gazzin.com.
hopefully... i'll get some response.
Last edited by OM2OM2; 11-06-2005 at 10:29 PM.
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| Posted by Profuse-Will, 11-06-2005, 10:28 PM |
| Hi,
Can you please edit the post to rid the email or mods deleting the email. We do not need spammers looking to harvest emails or users emailing that channel for simple request.
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| Posted by OM2OM2, 11-06-2005, 10:30 PM |
| erm... sooo sorry.
doing so now.
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| Posted by luzhixianus, 11-06-2005, 10:46 PM |
| hi: clanosiris ,
firstly, i am still using your services by now. i haven't terminated my account in your company.
secondly, for uptime. guaranteen 99.9%,
take last month for example ( last month is the best in past four month).
in your own statistics, the avg is 99.8% .
in my own statistics, it is 99.2% (siteuptime.com statistics resulte, check server interval is 30 mins)
btw, i never ask refund or credit from gazzin. because normally it makes no sense. as reseller, we care more about server , not refund from company. you refund 1 dollars, mean i will refund 50+ dollars to my customers. for last week's outage, i refund every customers half month's hosting fee ( i lost more than 50USD this time).
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| Posted by luzhixianus, 11-06-2005, 10:48 PM |
| i emailed to their manager once too.
but not reply that time.
try to email their sales person william.
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| Posted by Profuse-Will, 11-06-2005, 10:53 PM |
| Hi luzhixianus,
We have previously discussed why the uptime should be poor for the past few weeks as it was discussed via our email as well as here stating that there were system lockups causing us to reboot almost every week. Right now there has been no system lock ups what so ever. This is why we stated we have experience no downtime what so ever.
I understand where you are coming from on the amount you lost as well but there is really nothing that can be done except us complying with the SLA. Since you have been in the industry for a while you should know there is always system / hardware / as well as attacks that can really damage one's company image. But this is host the hosting world is. You can go into the webhostingtalk section and see how many companies get outages from the top dogs verisign, to the budget host. This lost was experience yes I understand but if your going to blame something that we have already taken care of what is the point? Its like your trying to beat us dry of explaination where we have already explained on many occassions.
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| Posted by OM2OM2, 11-07-2005, 06:47 AM |
| just thought i'd give an update.
i had an email from william.
he's given credit for 30 days.
which makes me a bit happy.
it doesn#t make up for the loss and i don't think it should have been necessary for me to chase so much for a small refund.
anyways... i'm sticking with gazzin and see how things go.
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| Posted by AHFBWEB, 11-07-2005, 09:01 AM |
| Strange that you would be worried about emails being posted here when they are all on your very own site.
Sales Group - sales@gazzin.com or Submit Ticket
Support Group - support@gazzin.com or Submit Ticket
Billing - billing@gazzin.com or Submit Ticket
Abuse - abuse@gazzin.com or Submit Ticket
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| Posted by luzhixianus, 11-07-2005, 09:19 AM |
| Dave B :
The email address that clanosiris asked to edit/hide. is their manager's email address (not listed above).
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| Posted by Joomla, 11-07-2005, 07:54 PM |
| If I may, here's my advise.... look for another reseller provider!
In my case, i'm looking for a dedicated server.
I just don't want to deal with Gazzin anymore!
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| Posted by Profuse-Will, 11-07-2005, 08:19 PM |
| Hi,
We already compensated this invdividual. If you were on the server you would have known what happened.
It seems that you are getting a dedicated server therefore, you'll know the ups and downs on the servers best of luck to you and your business ventures.
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| Posted by Joomla, 11-07-2005, 09:11 PM |
| I wish you guys can compensate me with all those lost advertising revenue!!!!!!
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| Posted by Profuse-Will, 11-07-2005, 09:28 PM |
| Hi Joomla,
You are entitled to compensation simply by following our SLA procedure where you simply email us. If done so we may have been aware of your issue and possibly made improvements on your account such as moving you to another server where there hasnt been an issue. However, I believe you are already an disgruntled customer therefore. I simply wish you the best of luck on your new provider.
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