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Posted by ituhitam, 09-03-2007, 04:30 AM Hi Everyone, new to the forum and need some advice. I am having my server at softlayer.com right now. They are really great as they always give support and help you as much as possible. And also, i am with PSM with that $30/month. I have been looking and reading a lot of topics about PSM and so far, they have been hitting many excellent reviews from their subscribers. My website niche is an image hosting site. Recently, when a user upload their picture, it gets so many warning error lines so i asked them to fix for me. I kinda rush them ( never put emergency) because my customers will go away if my website is not fixed. So after a few hours, they replied and said that it was fixed. Yes, it was fixed but they delete 30% of my customer's uploaded pictures. They pm me later saying that my hardrive was 100% full and that is the reason why my websites were getting error. They delete the files without asking me and later they said they did not ask my permission because i was kinda rush them. So as a results, i lost my customers by around 3k of U.V. That was my bad experience. And ever since, the PSM kinda slow replying me.Like when i ordered a new hardrive, i was asking their help to move the files, they were so slow replying because it seems to be a very much work for them.At the end, it was softlayer tech that helped me to transfer all the files to the new hardrive with only a $3 ticket but a satisfied results. I was VERY pissed off with PSM as i lost my customers which means lost in traffic = money. So i decided to have Server Management with much more responsibility and 24/7 telephone support. Anyone advise ? Thanks!
Posted by ServerManagement, 09-03-2007, 07:24 AM I'm sorry to hear that you are dissatisfied, but your post is not the complete story and quite inconsistent. First and foremost, you have never contacted our Feedback department regarding this issue. If you would've, I'm confident we could've worked out any concerns you had. As you even said in your post, you can see that our feedback here on WHT is positive with excellent reviews, there's about 1500 posts here on WHT alone recommending our name in it, and only handful of negative posts (and most of those actually turned out to be the customer's mistake which they later admitted and apologized for). We currently provide support to over 2,200 servers and have been in business for over 7 years. All of this means that obviously we are doing a good job at what we do. While it is a natural part of business to have at least a very small few number of dissatisfied customers, we still try to do anything and everything possible to satisfy them. Since you never contacted our Feedback department to discuss your concern, unfortunately there's nothing we can do now other than discuss your issue here in public. Since this is the first post you made on WHT, apparently your signup at WHT was with the sole intentions of bashing us, which is not going to benefit you or your issue at all. Regarding the response/resolutions times, you have submitted 30 TICKETS in the past 3 WEEKS and there has NEVER been any ticket that has exceeded our SLA response/resolution guarantee. So as far as response/resolution time goes, I don't know why you are saying we are slow because we have delivered everything that we claim to offer. I went through each and every one of your tickets to see what the average response/resolution time was and actually found that the average response time was around 1 hour, and the average resolution time was around 3 hours. Considering your extraordinarily high volume of tickets, I think that is a darn good average response/resolution time! Secondly, we did not arbitrarily delete your images. You opened a ticket saying you were unable to upload images on your site. We found that the problem was your drive was 100% full with 100,000's of "temp" image files. Your script takes the image, converts it, and displays it for people to download. Over time, this grew to fill up the drive with these temp files. There was no other partition to move them to, there was no other drive to move them to, there was no space to make a backup of them to, and since you were constantly rushing us the only option to get it fixed and to get it fixed a.s.a.p was to remove these temp files to free up space and your site and ftp and image upload script started working again. You then said those temp images are used for linking, which we had no way of knowing without you telling us, and since we were being constantly rushed we had no time to fully investigate, we had to do whatever would seemed best to get the problem resolved immediately. Lastly, this incident occurred almost 2 weeks ago, if you were "very pissed" as you said at this incident, then why did you continue to use our service since then? You submitted 18 out of the 30 tickets in the 2 weeks since this incident occurred. In fact, you even submitted a ticket AFTER this post you made today! I'm sorry but that does not make any sense. You are saying are "very pissed" at us and that you have a "bad experience" with us, yet you continued to use our service on a daily basis since then! You may feel that is appropriate to tell the world how bad a service is and still use that service at the same time, but we don't, and no business would. Especially since you didn't even have the decency to try to work it out with us first and contact our Feedback department, there's no excuse for that. It takes less time to open a ticket to the Feedback department than it does to signup on WHT and write a long post ranting about every little detail ad nauseam about "1" ticket (out of 30 tickets), and yet conveniently leave out the rest of the pertinent details and not comment on the positive experiences with the rest of the tickets. Once again, I'm sorry that you were dissatisfied. I know if you contacted our feedback department first we could've worked this out. Last edited by ServerManagement; 09-03-2007 at 07:33 AM.
Posted by tjohnson3757, 09-03-2007, 08:21 AM If you were so pissed at them, I can't understand either why you continued to use their service? Maybe one or two tickets I can understand, but 18 more tickets?? Even after you posted here you submitted another ticket to them? I've never heard of anything so ridiculous. And if you felt you were justified in making this post without even contacting them first, why not at least put all the facts here, like that you still constantly used their service after the problem you had? It seems like you were intentionally trying to hurt them and not even giving all the details for the public to judge. I'm glad PSM cleared this up, because knowing that you used their service for 2 weeks after this problem, and even that you submitted a ticket to them after your post today, makes a world of difference! I'm one of the many satisfied subscribers of PSM that you see giving them excellent reviews, because they are excellent. I've been with them for quite a while and have nothing bad to say about them. Their quality can't be beat, and for the price, I can't do anything but thank them over and over for saving my butt so many times. To come on wht and only post a bad review contributes nothing to wht. I personally choose based on positive reviews, because anyone can post whenever they are unhappy, but it takes a real satisfied customer to make a positive review post. You yourself just proved this theory, and based on that, and also the fact that this is your first day and first post on wht, and that you are completely anonymous with no name/profile, you and your post have absolutely no credibility. I don't think anyone is going to change their entire opinion of PSM based on 1 measely post regarding a problem in 1 ticket that was handled by just 1 of their many many techs. And another thing, the 30 tickets that you submitted, at $29 per month, that's less than $1 per ticket and that was just in 3 weeks, and you have the nerve to complain about response time! If they completed all of them within their guarantee, why in the world are you still complaining? It sounds like you are not happy no matter what, and in my opinion they are better off losing you as a customer. Your credibility is shot in the first place by signing up on wht just to complain, but even moreso since you are complaining about things like response time when they never exceeded their guarantee, and even much moreso since you left out all these specific important details in your post. Everybody makes mistakes, we are all human, I make mistakes and you make mistakes too. I'm not saying PSM made a mistake at all, I actually think they were justified in their logic behind the way they handled the ticket. But you think it was a mistake, which is your opinion, so I don't know why you couldn't just submit a ticket to a manager at PSM. I don't know what you think you were going to gain by bashing PSM in public and not even giving all the details, you couldn't possibly think that was going to help you, and since you basically lied by not giving all the facts, you are actually coming out looking like the bad one. That's pretty ironic.
Posted by Nick H, 09-03-2007, 08:25 AM Hmm, I've been with PSM for 2 years now. I've never had a ticket go over SLA. I've never had a staff member be rude to me. I've never had them break something. Why is it that everyone else has these fantasy problems?
Posted by frattay22, 09-03-2007, 08:39 AM well well well, what do we have here.... yet another anonymous first time poster i just cant get over how selfish some people are. 30 tickets in 3 weeks and your complaining!! and since none of them took longer then there guarantee then you really should definitely not be complaining. you wouldve been better off just saying you werent satisfied with them and leave it at that lol, because you look so bad now after reading all of this im proud to say im one of psm's longest customers, and never once had a problem. any questions i had i would just ask them and theyd take care of it for me. and i cant understand why wht allows someone to come to wht and on the first day and first post bash a company and remain completely anonymous. i mean, you need like 5 posts because you can post a link or something like that, right? and you need to be a member for about a week before you can post an ad, right? but any one can sign up and rightaway start bashing a company and not even identify themself?!?!
Posted by CretaForce, 09-03-2007, 09:42 AM I don't see anything bad with that as long as there is proof about being their customer. And PSM confirm that he is customer.
Posted by frattay22, 09-03-2007, 09:57 AM im not just refering to this post, im saying in general, because wht has a lot of rules in place to protect its integrity like you cant post links for a particular period of time, or you cant post an ad, or whatever, so why not make something that says you cant bash a company until a particular time after signing up. it would clean up a lot of bogus posts on wht and the problem with being anonymous, is that its being one sided. i mean, when you are in court the people judging the case gets to see who the complainer is right? so if we are here judging this situation, why does the complainer get to stay completely anonymous and his name/company/reputation gets protected while he is off trying to ruin psm's reputation?? im sorry but thats just wrong. if you are going to complain, you should be forced to at least identify yourself, this would also clean up a lot of bogus posts on wht, because people just love to protect their name and they could care less about what they do to others. selfish selfish selfish..
Posted by Frimon86, 09-03-2007, 10:07 AM I agree with fratty22 on this one. People who complain don't really need nothing, no deep detail. They just need to know the company name they are complaning and that's about it. Now if you were to make a positive review on a company, you need to show proof. Such as your domain name, or whatever the case may be. This is something WHT drowns at. Maybe WHT just doesn't really care?
Posted by ituhitam, 09-03-2007, 11:14 AM Well, thanks for replying guys first and foremost. I am here not to try to ruin PSM 's reputation. I signed up to WHT not to purposely bashing PSM up as you guys could see when i signed up to this forum. I am not here not to argue about what you guys said and replied back. First off, the reason i opened up ticket because my monthly subscriptions has not ended yet. Secondly, i am very sad because the sudden drop in traffic and that's the reason i get pissed. Tell me, who don't get pissed when you had traffic drop for at least 3k U.V ? PSM, let's clear this up. I am writing this post not in purpose to ruin your reputation up. I am just a customer not even in a month yet at PSM. If it's one your of the tech that did this wrong then you have to admit your mistake. Everyone makes mistake. If it's not, if you think you did nothing wrong, then let me apologize to you. Nobody is perfect. Well, lastly... i just feel it's no good to argue with you over here PSM. My primary concern is that i want to share what i have experience with Server Management Company and asking for recommendations. Probably before leaving PSM, i will write my personal feedback to you guys without posting it here. So you could review it personally without having it to be viewed publicly.
Posted by Frimon86, 09-03-2007, 04:49 PM Your Welcome. The thing is their are many people who get angry and don't know what to do with their anger and the only way to unleash it is to post in a public forum. I guess it makes them -- you -- feel better inside, I don't know why but thats how it is on here. With any company, you should contact them personally. Talk to them, tell them what you dont like, what they need to improve on. I'm sure any real company like PSM would seriously take a look at your feedback and make the changes to keep you happy. They done it with me, but then again I've never had something negative to say to them. The only real resolution you have, is to deal with the company p2p. Give them a call and talk to them about your problems, what you don't like. How do you really expect a company to improve, know your happy, know your unhappy without you telling them? So you got this girl, shes amazing. The one to really settle down with. Though their are some issues, as like any other relationship. You dont like some things she does, but she doesn't know it and thats why she keeps doing it. -- Moral of the story: Nobody will know nothing unless you, stand up, speak up and talk to them. Theirs no need to express your anger on a forum, let that be, to tarnish their reputation. Because you cant find another way to clam yourself? Just give them a call, and talk to them. Were not mind readers. Me , traffic is traffic bud. It comes, and it goes. One day you get 5k visits, the next day you get only 3. If you get pissed because your traffic on the internet gets lower.. lol you really need to turn off your computer and go outside.
Posted by net, 09-04-2007, 05:43 AM Good! You can start a new thread for recommendation without hurting someone. Net
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