Why Rackshack sucks

[VirtuMike]

I get outage alerts from both my monitoring software and theirs. I have their monitoring software set to notify them when the server is down, so I don't have to bother with it if I don't want. However, they don't seem to care. I have an email history of:

Our monitoring software has been unable to connect to your server for the last few minutes.
It is possible that your server may have a problem. If you are unable to resolve this
situation, feel free to contact our technical support team regarding the issue.

Thank you
Rackshack Support Team

These notices came to me on:
6/7 3:39pm
6/8 11:29am
6/8 1:07pm
6/8 10:36pm
6/9 7:13am
6/9 1:33pm
6/9 2:51pm
6/9 4:09pm
6/9 4:23pm
6/9 5:31pm
6/9 6:05pm
6/9 8:43pm
6/10 6:16am
6/10 6:59am
6/10 1:19pm
6/10 10:57pm
6/11 1:00am
6/11 1:11am
6/11 8:59am
6/11 10:26am
6/11 10:40am
6/11 1:37pm
6/11 3:36pm
6/11 3:52pm
6/11 6:43pm
6/11 9:04pm
6/11 10:45pm
6/12 12:13am
6/12 12:28am
6/12 1:57am
6/12 2:11am
6/12 4:41am
6/12 10:49am
6/12 11:33am
6/12 2:52pm
6/12 5:23pm
6/12 7:11pm
6/12 7:25pm
6/12 8:09pm
6/13 1:13am
6/13 12:20pm

I opened a trouble ticket with them after I realized nothing was ever going to happen with the server on 6/12 at 2:09:51pm and they didn't respond to it until 6/13 9:42:43am. Important to note that they responded to it saying:

"We do not show any trouble tickets that your server was down or non operational for those 5 days so therefore there will be no refunds or credits issued for time down if you wish to cancel the server please go to the rackshack.net members section and submit a cancel services ticket, this is the only way we may cancel a server."

AND THE SERVER IS STILL DOWN!

[VirtuMike]

Just got this from Rackshack:

Dear Customer

We do not show any trouble tickets that your server was down or non operational for those 5 days, since they are unmanaged servers you need to inform us when there is a problem and we will be happy to help fix it, so therefore there will be no refunds or credits issued for time down if you wish to cancel the server please go to the rackshack.net members section and submit a cancel services ticket, here are the guidelines from our terms of service which you did agree to when you purchased the server

5.Refund and Disputes: All payments to RackShack, Inc. are nonrefundable. This includes the one time setup fee and subsequent charges regardless of usage. All overcharges or billing disputes must be reported within 60 days of the time the dispute occurred. If you dispute a charge to your credit card issuer that, in RackShacks sole discretion is a valid charge under
the provisions of the TOS and /or AUP, you agree to pay RackShack an "Administrative Fee" of not less than $50 and not more than $150.

#7 Account Cancellation: Requests for canceling accounts may be made in writing with at least 30 days notice but not more than 60 days prior written notice and sent to:

[easyjesus]

im not sure what your bitching about?

[loverboy]

sorry about that Mike, you may wanna check this site out:

extremerack.com

[Juicy D. Links]

you get waht you pay for

contact [email protected] aka CSM101

[The Heron]

I think he's unhappy about getting outage notices Perhaps you need a host that offers a managed server?

[Shoplifter]

You are probably getting the notices as it is checking for a service that you disabled. It's easy enough to fix in the control panel.

If the site was really down, I'm sure you would know it.

[Babaganoosh]

It's an unmanaged server. If it is anything but a network or hardware issue, it is 100% your problem. Troubleshoot the problem and if you decide it is beyond your control/responsibility then contact them.

[SpeakEasy]

RackShack sucks...this is just another example why. But you should know you get what you pay for

[ThePornGuy]

Originally posted by loverboy
sorry about that Mike, you may wanna check this site out:

extremerack.com

How long have these people been in business?

[calvin]

Its unmanaged, so even if their monitoring tool says its down, nothing will happen with the server until you go in and request a reboot. My server there went down twice in the past couple weeks, and the average time a reboot takes after requesting one is less than 10 minutes

[easyjesus]

Originally posted by SpeakEasy
RackShack sucks...this is just another example why. But you should know you get what you pay for

i wouldnt go so far as to say they suck, but more like the dumbasses who use them without knowing there UNMANAGED hosting. I knew from the get-go, and in 1 yrs time I've a total of 5 minutes downtime, for a full reboot...

[ADL Colin]

That's nothing. Here are the times I received trouble tickets from Like Whoa yesterday afternoon.

6/12 0:01 pm
6/12 0:04 pm
6/12 0:05 pm
6/12 0:06 pm
6/12 0:07 pm
6/12 0:12 pm
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6/12 No notices. 09:26am - 11:31pm. Like Whoa server down

6/12 11:31 pm
6/12 11:32 pm
6/12 11:34 pm
6/12 11:36 pm
6/12 11:39 pm
6/12 11:40 pm
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[3xwebdes]

Originally posted by ThePornGuy


How long have these people been in business?

They are in the business for quite a long time now, but i heard so many horror stories about them too. I was about to move there and some folks here told me "Don't do this"...

One of my friend/customer Teanna Kai have her site hosted there for some time now and last year, we were having problems with DiskSpace because of the weblogs. I called them and they didn,t know why we were having this issue. So I checked my Ensim pannel carefully (I hate Ensim) and I discover that you can shut down the Weblog option... WHY their "tech" didn't told me that at first ??

Now we have a rack with Peer1 in Montreal and thing are great.

Btw we have some spare spaces in our cabinets ... ;)


Peer 1 rocks

[Shoplifter]

Originally posted by VirtuMike
I get outage alerts from both my monitoring software and theirs. I have their monitoring software set to notify them when the server is down, so I don't have to bother with it if I don't want.

After looking at this again I wanted to mention that the software will only notify you, not them. Like others are saying it's totally unmanaged, which is why it is inexpensive.

[VirtuMike]

Actually, we had it configured to notify them whenever it happens. They receive an email every time I do. They chose not to fix the problem.

I have been with MANY hosting companies in the 8 year history of our company, and they are by far the worst.

The thing that REALLY is amusing is that in their T&C it says, and I quote, "If you dispute a charge to your credit card issuer that, in RackShacks sole discretion is a valid charge under
the provisions of the TOS and /or AUP, you agree to pay RackShack an "Administrative Fee" of not less than $50 and not more than $150."

If an adult company put that in there they'd lose their status immediately. Webhosting, no problem.