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12-28-2005, 08:25 PM #1KuMoGuest
The single worst host in the world? (Sago)
Host: All Managed / Sago Networks
The worst hosting experience of my entire life…
Is Sago a horrible company? After dealing with some of the better people there, I do not believe so… would I recommend them to anyone, as things currently stand, I wouldn’t even it meant saving a testicle. If you are thinking about using either of these companies, have a read through my short 8 week experience, and decide for yourself.
Here is a quick summary…
- my website has been down 3 times in under 8 weeks (100 of 1300 hrs down)
- 3 day downtime during the busiest shopping season of the year,
- horrible delays in getting a response
- never ending carelessness in fixing something
- Significant lack of honesty from support and senior staff.
The Full Story, in chronological order:
This was a smaller problem, but given the amount of other BS, its worth a mention. My credit card was apparently declined… I asked why it was declined, and was told, you figure it out, its your card. So I called my bank, and found out that no charge had even been attempted.
I replied asking them to run again, and was told no… I have to go out and scan my credit card before they try it again… as well as go through filling out all the forms again, and having to go fax those in again…. a pretty significant pain in the *** for a customer whose card was never actually processed.
The reason for this being mentioned is less that that it happened, but I feel that the customer service was very unhelpful in resolving the matter.
After all those hassles are finally taken care of, the server information is finally delivered. I start going through it… and find… there are problems… albeit not massive ones…
- The # of IPs included was not provided
- The fantastico license that was included was not actually purchased (it took 6 more days before this was put on…)
- CPSVRD starts failing… more on this later
12-28-2005, 08:26 PM #2KuMoGuest
Getting ready for the move…
I request that DNS entries be added for my sites… it takes 6 FREAKING days to get the DNS in the info, and then I am told I have 5 days to switch over or they will be removed… Since I was forced to go and get DNS taken care of elsewhere, I figured why would I trust that to someone who gave me less time to switch over, a critical step, then it took to set them up, a very easy simple step.
I also submit the first report of strange name servers that do not belong to me, that are listed in CPanel, and can not be removed. I am told to either ignore them, which I didn’t like very much…
More on those weird name servers… Since I was very unhappy with the response, I open a new ticket on the topic…
- The first reply tells me that I should ignore them again, and if I really want them gone, I should track down Sago’s previous client doing a who is, and figure out how to remove their left-over from a brand new box.
- I reply asking that this be sent to a manager
o I get a reply asking for my manager’s contact info???
- Instead of forwarding the issue to the manager, the tech sends me the managers email address…
o Normally not a big issue, but if I ask you to forward it your manager, I am expecting a reply from the manager, not a reply saying here you go, go do it yourself
- I reply saying forward this to your manager yourself as I requested so that I do not have to repeat everything.
o I get NO REPLY.
About 10 days later… I try to connect to the site, its down… so I start writing a trouble ticket… turns out there was a schedule down time for an upgrade, which ran into a major hiccup… so the server is down just about the entire day.
- Sago did send an email warning out,
o but the from had the name: “Technical Support Center”
o a Name that has no mention of a company I am working with… so it was overlooked, and the shock of a down server took over…
The next day after that problem, I get on the horn about three things…
- the name servers that shouldn’t be on there
- the ongoing failures of CPSVRD
- problem with my webstats not working.
- I am told that Sago is unable to do anything about these nameservers, but yet somehow I can by getting in touch with ICANN and or the previous user…
o I reply saying not good enough.
§ Several days later, they are finally removed…
- Instead of actually looking into the issue of CPSVRD failing repeatedly, the tech gets a status on the server, showing that cpsvrd is up at the moment, so there is no problem…
o I reply saying I know its running, the ticket is for the fact that it keeps failing over and over and over… (10-15 times within a month)
§ I was told the CPSVRD problem is taken care of.
- Turns out that the log file got too big… and couldn’t be processed. Instead of doing something about the problem… this being a fully managed server… I’m told that I can clear it out myself if I want to.
o I reply saying this is a managed server… put a log rotator on it.
§ I get a reply saying its been taken care of.
Server goes down again…
- Nobody notices… because the techs never bothered setting up any of the monitors…
- I notice… and submit a ticket…
- The problem I am told is the Ethernet cable failed…
12-28-2005, 08:28 PM #3KuMoGuest
I follow up on some past problems that were supposed to be taken care of, but were not…
- The log rotator is not set up properly… the file maxes out in 8 days, the rotator is set to operate every two weeks…
o The tech changes it to run weekly
o I reply saying it max on day 8… weekly is not good enough, make it daily…
o I get a reply saying the requested change has been performed, and the stats program will now run weekly…
o I reply…
The stats are supposed to run daily
The rotator is to be run daily
o Finally, I am told both are set to run daily.
More problems with CPSVRD
- I bring up that CPSVRD is still failing regularly, so whatever was done didn’t fix it.
o I am told that CPSVRD is no fixed.
The very next day… the cat came back… more CPSVRD failings…
- The tech goes in to have a look… and says that everything is fine…
o Although he/she claims to have touched nothing, my banner serving program is not working.
o I am told that the server load at 2am must have been too much… so that’s why it crashed… anyone with decent North American traffic knows that 2am PST is not a busy part of the day.
Having enough of this BS, I reply requesting that a supervisor be involved…
I mention that I think this server has major problems… and that I would like a new server with a significant upgrade for the amount of hassle I’ve dealt with.
I am told that a new much better server is being worked on.
New server is setup… I log into it to see what kind of upgrade it was… and as far as I can tell, the only upgrade is in hard drives… something that means absolutely squat to me.
- I also go through the server, and find:
o The included IPs were again not given
o Fantastico is again not included
- There are also no details as to when or how the move is going to be done for me… since I moved my stuff into Sago only 6 weeks earlier, I sure as hell will not be the one dealing with the move this time.
- I reply to the manager saying that is not good enough…
o No reply…
12-28-2005, 08:29 PM #4KuMoGuest
Since the ticket in #9 was locked by the manager, I have to start a new ticket for the continuing problems on the “old” server…
- CPSVRD fails again, and the server starts blowing up so to speak… loads of above 30…
o I get a reply saying the load is no longer high…
o I log in to confirm this…. And the load is definitely not high.. it is ZERO…. Because apache is now dead, so http is no longer working.
o 5 Freaking hours later, I finally get a reply, the problem I am told, is my ad rotator.
o I reply saying that it has been working properly for years, with times under much higher traffic levels…. And with the other problems going on, I’m 99% sure that it is not the cause.
Rather then going through this step by step, here are the highlights:
After nearly wasting 75% of the day for the techs to stop assuming that Adcycle was the problem, they finally found that the hard drive in the server was failing… they start looking into other possibilities…
- turns out, the hard drive is failing….
o Imagine that, on a server that has had non stop problems since the first day… who would have ever thought…
- I will give the techs credit for having the new drive in the box right away…
o That being said…
When I tried to log in when I woke up, everything was down…
• Turns out there was some problem with the Ethernet card, and nobody bothered checking to see if the server was reachable.
• I call in to support, and this is taken care of on the spot by who seems to be one of the best customer service technicians I have ever deal with…
The server comes back up…
• Only… there are more problems…
o The new HD received an operating system, but nothing else… so the downtime continues.
3 hours later, I finally receive confirmation that someone is working on it.
• Its starting slower then expected because the hard-drive was not setup properly.
o Not great news, but it was nice to finally be in the loop, knowing why it’s taking so long.
• After a few hours of setup, the server was back up and running…
So good news you would think… after all this, you’d think that every effort was made to make sure that server was running smoothly…. NOT.
• No one bothered testing to see if they got my email right… so for about 17 hours, every email coming in got bounced.
#12) The Last Battle?
I figured I would give Sagonet.com / Allmanaged.com a chance to make up to me the $1500 I have in direct losses because of the problems, as well as something extra as a sign of goodwill. I wasn’t expecting a miracle on this front… but I figured I would give it a try anyway.
Listed price of original server: 169 / mo
Listed price of offered upgraded server: 189 / mo
The company offers a discount / mo for paying a setup fee, but for ease of comparison to the actual numbers listed on the website, it has been left out.
12-28-2005, 08:29 PM #5KuMoGuest
So in reply to my email, I get the following calculations:
Old server: 115 / mo (which it is after 55 / month is deducted for a large setup fee)
New server: 245 / mo (even though it is listed for 189 on the site)
Resulting in a 130 credit per month… based on their logic…
but wait… there’s more… I am not getting charged for the setup of a new server, even though the one I paid to get setup was not setup properly… nor am I am paying for the second server for 1 month while I AM paying for the troubled server.
So the benefit I am getting over the next year is apparently $1795…
I reply pointing out the errors in the logic / accounting… and that if the compensation was worth 1795, I wouldn’t be complaining… but the compensation is really 355… with most of it occurring through channels that are no benefit to me… (extra b/w that I’m never going to use & a second HD that I’m never going to use. ) so really, the benefit is about 235… which is not sufficient after taking direct expenses / losses of $1500.
The response had to be the worst thing I’ve seen from the company to date:
The credit offered by [name blanked out], and the new upgraded server, is the extent that we are going to offer. I feel that my calculations were correct, have provided adequate compensation, and we stand by our offering.
That’s all I needed to hear...”we are standing behind our mis-calculated numbers”… I turned down the upgrade, told them to save their “charity” and moved elsewhere.
#13… Getting ready to move elsewhere…
I want only 2 things… my money back and a couple weeks problem free so that I can get over to a new host without more hassle.
A) They deny the refund of my WAY overpriced setup fee… I worked out a MUCH bigger setup fee to get a lower price per month…..
B) No problems for a whole 2 weeks, I EXPECT WAY TOO MUCH.
a. Server is serving pages very slowly….
b. I email the problem
i. Am told there is no problem
c. I reply back saying there is
i. Again am told there is no problem
d. I reply back saying there is
i. Again am told there is no problem
e. This happens 4 more times…
C) After the 4 th time, they actually tested something!!!! I’m in shock too…. And guess what, there is a high packet failure problem.
a. They reply saying it was forwarded to that department.
D) I get an email from them today, and guess what?? They want a trace route…
a. something that is provided in the ticket
b. there is no mention of anything being corrected
c. the sites on my server continue to be served very very slowly.
The saga isn’t over yet… I’m deciding on where I move to…. So there could be more…. Like maybe Sago cutting me off for posting this… but the hell with it.
12-29-2005, 12:12 PM #6
- Join Date
- Jan 2004
Ouch, I am very sorry to hear about that. Before this I have only heard good things about sago and AllmanagedSeeksadmin - For all your administration and security needs.
02-10-2006, 08:51 PM #7digitalserversGuest
Very sorry to hear that. But I have not heard any major horror stories about sago.
03-16-2006, 11:16 AM #8
- Join Date
- Sep 2005
03-16-2006, 11:23 AM #9SSX HostGuest
Sorry about your troubles.
If price is not an issue at all, you should try RackSpace with 100% uptime
03-16-2006, 02:51 PM #10
- Join Date
- Dec 2005
Its just tragic▲Abe Fazelpoor / firstname.lastname@example.org
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