Failed Hard Drives... 3 in total in a month.

[xover]

Not that it doesn't happen, but when it does - be prepared for a long, frustrating process.

Yesterday we had to have two restored in one machine - primary and backup. This on the heels of a failure 2 days after setup last month on another machine.

When they were finished they updated the ticket and sent a new root password. Since the email address on file is a domain on the machine it was sent to... nowhere. That's clearly our fault...

However...

I have sent in 2 tickets more than 2 hours ago and been on hold for more than 35 minutes trying to get the password, so we can restore the server, which holds MAJOR travel sites. The tech support person just told me that "the guy that does this" is busy and can't help right now.

The guy... one guy?

Asked for a supervisor... and hung up after another 10 minutes with no one coming back on the line.

Called back, asked for a supervisor right away... and I'm on hold now... and have been more than 10 MORE minutes with no update or return from the rep.
Unacceptable service.

Update: Still on hold more than 20 minutes

Hello Xover,

I tried to give you a call here a few minutes ago, but was unable to reach you. Please give us a call back and ask for Jeremy M., this way you and i can talk and get everything straightened out for you.

[xover]

Hi Jeremy,
I appreciate that you tried to reach me, and that you were willing to try and lend a hand.

The issue was fixed after 3 phone calls and a live chat- 2 from me, and one from my client (who owns the server). I got to Nate (who is awesome) after 30 minutes and emailed me the root password.

Except that it wasn't the right one, and we spent a couple of minutes figuring out which server needed which password. It was finally worked out.

Nate also reassured me that he would discuss the issue at the end-of-shift meeting, which I appreciate. I know that HG is working hard to get the number of support staff bulked up and trained, but my two suggestions would be:

1. Double check that there's an "off-network" email address before a server reconstruct is completed and confirm with the server owner that they know root password will change.

2. Be sure that there is some level of escalation when an entire server is down. If there is a way to get to someone quicker and I don't know about it, that's one thing. If there isn't that level of support, then that's a suggestion.

[xover]

We still have major problems with service on this issue. It is now 14 hours later and we finished restoring the data on the server hours ago, but HG did not re-load the additional (purchased) IP block that was previously assigned to this server, which the nameservers for all the sites were bound to.

The support ticket was updated with this problem more than 4 hours ago, with no response from support. Since we've had no response we changed the IP addresses of the nameservers with the registrar, which now starts the process of propogation - a possible 48-72 hours of continued downtime.

So, to sum up: both the primary and secondary hard drives failed in this server less than two months after purchase. They were swapped out in a timely manner, but with less than acceptable quality-control and we are now at more than 24 hours of hard-down time on 44 sites.

[xover]

Chat Request Transcript after 5 hours with NO support response to ticket:

info: Please wait for a HostGator operator to respond.
info: Welcome to HostGator Live Chat! You are now chatting with 'Jeff S.'
Jeff S.: Welcome to HostGator, how may I assist you?
Chelle: Jeff, can you please escalate ticket MAK-2666785 - the entire server has been down more than 24 hours
Jeff S.: Let me check for you
Chelle: any update?
Jeff S.: It will just be a moment the admin hasnt responded yet
Jeff S.: It was an os reload of that server and a drive replacement they just take time to complete I am sorry for the inconvenience
Chelle: it was completed last night - it wasn't done properly
Chelle: we are missing a block of IP addresses, to which our nameservers are bound
Jeff S.: We Are currently investigating this you should have a response to the ticket as soon as we are able to have an answer
Chelle: that's really unhelpful.
Chelle: this server has been down hard for more than 24 hours and support is really, really lacking.

[GatorBrent]

Hello,

Do you have a ticket number I can review on this? Are you still having any problems?

[xover]

Hi Brent,

MAK-2666785



Thanks

[GatorBrent]

I'm checking into this further but as of now is everything all fixed up for you?

[xover]

Not sure - this morning the logwatch started reporting the following on the new drives:

WARNING: Kernel Errors Present
125.21.167.245 sent an invalid ICMP type 11, code 0 error to a broadcast: ...: 3 Time(s)

[xover]

Again, my frustration continues -- almost 5 hours with no response, update or acknowledgment of the possible new failures of the new drives. I'm trying to determine if I'm missing something here - am I not updating the tickets right? Am I not responding properly?

[xover]

No reply to either the ticket or forum in more than 12 hours. Chat said it would be escalated more than 4 hours ago. Sent another ticket and no response to that one either. I'm now starting to worry about the viability of the company!