Geek Rack troubles.

[.jut]

I was a bit excited with geekrack's VPS promo that I bought one. Servers are ok. But what troubled me was the support.

I ordered 30 domains license for plesk together with the VPS. The license never came. I asked for support, and told me they do not support plesk. How can they offer what they do not support?

However, with their kindness, they told me that they will help me as far as they can. blah blah blah. License never came. They should have set this license up on the day I ordered it. They never resolved the licensing issue (I did not order for a 000.000 license. It just limits me in 1 domain). Support in geekrack who they call steve always says 'Boss in not yet around for me to enter the VPS bla bla'.

Anyway, after several days of the license unresolved issue, Steve contacted me again "I will try to get this resolved first thing in the morning as its real late here right now." Wait.. will it take 24 hours for you to wake up? First thing in the morning. Right. A whole day came in, even contacted them again and I did not recieved any response.

My VPS monthly term is about to end up, and I did not get what I ordered. They just end up saying 'sorry for the inconvinience'. I am trying to compromise with them, well I believe that they should.

They should have delivered what I have ordered. What is the proper action now? What shoudl they do about this? I do not clone my doors with them, if only they would give something back on the undelivered service.

[James]

Sorry you are having trouble but you should contact them directly to try to resolve the issue. Seems you arn't the first to complain about Geekrack on FWS.

If you are dissatisfied with the level of service, go find better. Plenty out there.

[Darknight]

You would be best talking to someone like GeekRack or methodcomptech
Pm them or something..
All I have noticed from these threads is they have screwed up support system , Im guessing to many ppl as staff, Judging by the amount in other geek rack threads..
It Never does work having low end techs, they are useless and nearly always have to send it higher up anyway. (Thats always when I leave a host, When it gets like that, Been there done it - Dont plan on doing any more of it ever again.)
Good luck anyway

[.jut]

Originally Posted by James

Sorry you are having trouble but you should contact them directly to try to resolve the issue. Seems you arn't the first to complain about Geekrack on FWS.

If you are dissatisfied with the level of service, go find better. Plenty out there.

I contacted them several times. If only you could see how long my list of tickets are. They did not resloved the issues. I would not have complained if only I had issues. I think geekrack must take action right now.

I am not mad, just a dissatisfied customer. I would have been mad if I did not get anything. But I did, but it was lacking.

[.jut]

Originally Posted by CnR

You would be best talking to someone like GeekRack or methodcomptech
Pm them or something..
All I have noticed from these threads is they have screwed up support system , Im guessing to many ppl as staff, Judging by the amount in other geek rack threads..
It Never does work having low end techs, they are useless and nearly always have to send it higher up anyway. (Thats always when I leave a host, When it gets like that, Been there done it - Dont plan on doing any more of it ever again.)
Good luck anyway

I pm'ed methodcomptech, told me to open a ticket. I have around 15 inquires. Nothing seems to help me there.

I just hope they will improve their services.

Thanks.

[Darknight]

Ok, fair enough.

[iBrightDev]

Originally Posted by cyberdog

I pm'ed methodcomptech, told me to open a ticket. I have around 15 inquires. Nothing seems to help me there.

I just hope they will improve their services.

Thanks.

Yes, i did tell you to submit a ticket so i can track you down in the system. you need to submit your full, Real name, server IP, and your host/server name. if you have not dont this, then i cant do anything. if you have, please get me a ticket ID so i can start looking.

[.jut]

Originally Posted by methodcomptech

Yes, i did tell you to submit a ticket so i can track you down in the system. you need to submit your full, Real name, server IP, and your host/server name. if you have not dont this, then i cant do anything. if you have, please get me a ticket ID so i can start looking.

It was always there. Anyway, I have 5 days left for my VPS. details sent.

hmmm.. i bought a license that i will be using for like 3 days? funny.

[Dan]

Personally, I agree with you. They should NOT offer what they cannot provide or do not support. It's false advertising and can lead them to a lot of legal strife.
If I was you, I would be doing what was suggested already. Find someone better.
If you choose to stay with them and they do eventually sort your license out, I would be demanding a free month on your costs. That simple. You have the server with almost a month and you cannot use it? That's just poor quality of service if you ask me.

[T^2]

I think the OP is being resonable enough. Nearly a whole month for the license and still nothing? That seems a little bit ridiculous but I'm glad to see that you still want to try and work it out with GR and that your not just throwing a fit right now heh. Hopefully it'll work out for both parties. But almost an ENTIRE month for 1 support issue and it still hasn't been fixed? that leaves me baffled.

[Steve Moore]

Originally Posted by cyberdog

I was a bit excited with geekrack's VPS promo that I bought one. Servers are ok. But what troubled me was the support.

I ordered 30 domains license for plesk together with the VPS. The license never came. I asked for support, and told me they do not support plesk. How can they offer what they do not support?

However, with their kindness, they told me that they will help me as far as they can. blah blah blah. License never came. They should have set this license up on the day I ordered it. They never resolved the licensing issue (I did not order for a 000.000 license. It just limits me in 1 domain). Support in geekrack who they call steve always says 'Boss in not yet around for me to enter the VPS bla bla'.

Anyway, after several days of the license unresolved issue, Steve contacted me again "I will try to get this resolved first thing in the morning as its real late here right now." Wait.. will it take 24 hours for you to wake up? First thing in the morning. Right. A whole day came in, even contacted them again and I did not recieved any response.

My VPS monthly term is about to end up, and I did not get what I ordered. They just end up saying 'sorry for the inconvinience'. I am trying to compromise with them, well I believe that they should.

They should have delivered what I have ordered. What is the proper action now? What shoudl they do about this? I do not clone my doors with them, if only they would give something back on the undelivered service.

cyberdog,

At the time I did not have access to the VPS, I have that access now, but with the licenses especially your situation I am not sure how they are handled so I had to leave it to Shequeita for the license issue.

Now we have been trying to help you but when you didn't submit specific information it makes it hard to track down your account to get things cleared away. I would say we will give you a free month plus the licenses you requested but because I am not the owner nor higher on the management pole, I can't make that call.

Hopefully we can work this out and get you squared away.

Also, when I left that message about it being real late, it was 3am and I was going to bed, I did get on your ticket first thing when I woke up but I'm sure Shequeita will post the reason why your license issue is not yet resolved, but we've had bad issues with getting licenses as we request them.

Thanks
Steve

[Dan]

I am sure there is a link to his profile when he submits a ticket, unless he submits it without logging in?
Tracking down tickets is not that big an issue where it takes a full month to get to it? Come on man, be reasonable.

[T^2]

Originally Posted by Dan

I am sure there is a link to his profile when he submits a ticket, unless he submits it without logging in?
Tracking down tickets is not that big an issue where it takes a full month to get to it? Come on man, be reasonable.

Yup yup. And WHMCS is suppose to be one of the easiest systems to use is it not?

EDIT: okay, maybe it's because your support desk keeps going down and maybe your losing data? I just checked now and it is offline once again. Can't be accessed from 28 locations across the globe.

[Namepad]

Originally Posted by Steve Moore

Now we have been trying to help you but when you didn't submit specific information it makes it hard to track down your account to get things cleared away.

How about:
Replying to the ticket asking for that specific or missing information.

[Steve Moore]

Namepad: Actually I did reply to the ticket, I have been handling his ticket. The ticket has gone on so long not because of Cyberdog but because we've had issues Burst.net getting our licenses we request from them hence the reason we are lets just say not the least bit happy with them and looking for alternatives.

T^2: True our help desk has gone down but thats because we just moved to a new datacenter away from Burst as we were experiencing alot of issues. We have also placed our help desk site on its own server/hosting while our VPS node is on another server that way when a VPS goes down or the node goes down the help desk is still accessible.

Dan: There is no link to profiles as the support system is Kayako and the billing system is WHMCS so accounts are not linked, which is why when you fill out a ticket it has fields for specific information, without that info we have to ask in the ticket.