Magnirack support rant

[Tyler]

I've been with magnirack.com for a good few months now, and everything is good for the most part. Today however, my rant is inspired by magniracks customer service.

At around 3AM today my game server went down for a unknown reason. I tried restarting it in TCAdmin but for some reason it would not come back up. I then tried calling the support phone number only for it to pick up on a answering machine.

I then posted a support ticket about it, and waited. I waited for a good six or so hours before the actual host came on MSN messenger and told me that my support ticket had been ignored. When I asked why, he said it was because of the language I had used.

I did not swear at anyone from Magnirack. I had not done anything besides say two swear words - BS and F**ing. These were aimed at TCadmin, and not at any magnirack employee. Granted, I was ranting a bit about TCAdmin not being able to restart my game server.

Ignoring your clients is a poor way to do business. Magnirack provides good game servers but if your looking for support don't bother. I'm a paying customer and was refused a service I spent money on for six hours. This has already impacted my current players. I have lost people over this, I expected a reliable host but apparently that is to much to ask for.

[Tracker]

The support rep on call assigned the ticket to me because of the language used in it. I am sorry for any inconvenience this may have caused you how ever ranting in a support ticket is not a way to solve the problem.

Once I was made aware of the situation I fixed the problem.

Just for reference. This is the ticket submitted to my support department


My game server will not restart/start. This is BS. If your ----ing control panel won't work correctly, then don't give me the god ---- option.

[iHubNet-Matt]

I am not offending and I really can understand the frustrations when one's server is down. But it seems it is not a good practice to use bad language in support tickets.

[Tyler]

True, but I was irritated/frustrated. Not an excuse I know.

Regardless, ignoring that my server was down for hours is not something any host should do even if the ticket was rather.. rude?.

[Schmarvin]

I'm siding with Tracker. Your behavior, no matter the situation, was inappropriate. If I were the host, I would've done the same thing. Next time, please use an appropriate language. To get your point across, be clear, concise, and polite.

[Dan]

I also agree that bad language is not the answer. However, on the other hand, neither is ignoring the support of a paying customer.
We all get frustrated when something goes wrong. It would be way easier and would solve a lot of problems if we acted professionally and just reply to the ticket and say:


Hello,
I understand your frustration. Please note that we do not tolerate course language. Please do refrain from using it in the future.
Your server is now back online.
Have a nice day.

Everyone is happy and you are still making money.

Remember, without customers you do not have a business.

[Tyler]

My game server is now doing the same exact thing as it did last night, it shows running in tcadmin but it will not show up on the server list. Timed out. Restarting does nothing.

Yet, I see another server hosted by magnirack is up and running fine and has been all night.

Tracker told me earlier on MSN that the reason this happened last night is it was a glitch in windows services and that I should blame bill gates. Yet, I have never had this problem before with magnirack so it surprised me after over a month of (this) game server it would suddenly pop up.

What surprises me more is that it would happen twice in the same day.

I have posted a (much nicer) ticket this time.

I want to know why I am getting this "glitch" but the other server is not.

Cheers to losing even more players since this is the time my server gets full.

Edit: back up now.

[Dan]

Tracker told me earlier on MSN that the reason this happened last night is it was a glitch in windows services and that I should blame bill gates.

That was nice of him. Everything is suddenly Bill's fault.

[Tracker]

This time I am not sure what caused it and I did nothing to fix it because when I looked it was online. Im not sure why it did it this time.


That was nice of him. Everything is suddenly Bill's fault.

The glitch is because of windows services. TCAdmin uses windows services to control all the servers. When TCAdmin sends the command to windows saying "start service" windows does not start it but shows that its running. Odd I know. The only way I know of the problem is when I look at tcadmin and see servers running on PID:0. It only happens once every 2 months on average and through my searching I have not found a way to correct it not to happen although I am looking.

In regards to what you said about the response Dan. I will keep that in mind and direct the support tech that assigned the ticket to me to this thread to give it a once over.

[Volt.Networks]

The support rep on call assigned the ticket to me because of the language used in it....

Once I was made aware of the situation I fixed the problem.


Seems like a reasonable way to handle the situation to me. You weren't ignored. It sounds like the ticket was escalated due to the language used.

Keep in mind that support techs are people too. Using foul language just deters them from helping you to the fullest extent.

[Erizo]

I think Volt.Networks couldn't have explained it in a better way.

And i know for sure that Tracker is not the kind of people to just "ignore" customers. In fact, he's the kind of people that will go all the way to make the customer happy :)

Just my 5 pesos :P :P

[Tyler]

Trackers cool. I just didn't like waiting six hours because his staff ignored me :D (Or didn't want to deal with me).

Apparently it's a DDOS though. The guy who was doing it came up and told me over steam friends because he wanted to get unbanned (...? the stupidity of people astounds me) banned his ip and the issue appears to be gone.

I doubt he was doing it all night though, so I'm guessing my server being down most of the night was likely unrelated.

Whatever, just happy I at least have some general idea about what happened now.

[hamster]

Next time, use less flowery language and you might not scare the hell out of the reps such that they turn to their employer for help.

[JasonS]

Dylan is certainly loved....

On Topic: Foul language definitely does not get you anywhere, it just gets esculated and technicians won't want to handle your tickets and leave it to another because they don't want the hassle or language thrown their way.

[Dan]

As much as I agree with everyone, and Tracker, don't take anything I say to heart mate, you know I have good time for ya.
But, as much as the Support Reps are humans and deserve respect, so does the customer, and more so at times. It boils down to the fact that the Customer is your bread and butter.
They should be dealt with professionally and courteously at all times unless they get completely out of hand. Then I would be giving them warnings.

Just my 2c and it has always been the way I did things with hosting clients.

[Tracker]

As much as I agree with everyone, and Tracker, don't take anything I say to heart mate, you know I have good time for ya.
But, as much as the Support Reps are humans and deserve respect, so does the customer, and more so at times. It boils down to the fact that the Customer is your bread and butter.
They should be dealt with professionally and courteously at all times unless they get completely out of hand. Then I would be giving them warnings.

Just my 2c and it has always been the way I did things with hosting clients.

I understand what your saying Dan it was just that the support rep that seen the ticket at the time was not quite sure what to do about it. He did not want to do anything wrong. [As he is new] So that is why he sent it to me. At the time I was in bed sleeping [Im human to omg! :P] So as soon as I seen the ticket I took care of the issue.

I even issued a credit for the down time. [Yes I know that does not make it all better but it helps right?]

[Dan]

Ahhh I see. In that case, you did what was right and so did the rep.
I was under the impression it was like

Ok, you wanna get nasty, then you can feck down to the bottom of the pile!
Obviously I misjudged it. My apologies. :)

[GlennBeforeTime]

As much as I agree with everyone, and Tracker, don't take anything I say to heart mate, you know I have good time for ya.
But, as much as the Support Reps are humans and deserve respect, so does the customer, and more so at times. It boils down to the fact that the Customer is your bread and butter.
They should be dealt with professionally and courteously at all times unless they get completely out of hand. Then I would be giving them warnings.

Just my 2c and it has always been the way I did things with hosting clients.

I agree totally 100%

Without your clients you'd be in a fair pickle trying to keep your servers running with your own moolala

[Tracker]

Glenn;1054798']I agree totally 100%

Without your clients you'd be in a fair pickle trying to keep your servers running with your own moolala

Trust me I know that all to well ;) The client was not simply ignored it was just flagged to me and I was asleep at the time.

[JLHC]

Trust me I know that all to well ;) The client was not simply ignored it was just flagged to me and I was asleep at the time.
Yes we are all human and need some sleep at times. ;)

[GlennBeforeTime]

Trust me I know that all to well ;) The client was not simply ignored it was just flagged to me and I was asleep at the time.

Fair enough, and understandable. We all need to sleep and no one can be awake 24 / 7 / 365.25 for their whole life :D