 |
| Home | Comparison Shopping | Submission Services | Search the Web | About Us | Contact |
|
| Xeran.com internet service provider - nightmare ISP services | |
|
In December 2003 our Internet Service Provider moved our sites to a
new hosting platform. Because Xeran.com didn't provide the needed scripting, email and site parameters some weather related parts didn't work for more than 4 days. All other 10 web sites didn't work because Xeran.com missed to copy the cgi-bin directories to the new server platform. This happened before Xmas and some of our customers couldn't use there online stores. After nearly 4 weeks Xeran.com was able to copy files from the old server to the new server platform. They just destroyed half of my clients sites and lost several databases. The Best part is that they don't care!!! Xeran has caused me large amounts of damage to my business and thousands of dollars in lost sales to some of my clients. Tech Support – The hold time can be up to 24 hours and I am still getting "sorry for the delay" emails. Turnaround time to solve problems: minimum 48 hours up to 1 month The next disaster started on 2004-01-08 2004-01-08 all scripts for all sites stopped working - 500 Internal Server Error 2004-01-08 problem reported to Xeran support team 2004-01-08 Johnson Pinto - Xeran support |
|
| We apologize for any inconvenience this has caused you. Currently we are experiencing a problem with our servers. We are aware of the issue and our Engineers are working hard on it to get your issue solved. Your issue will get fixed soon. I greatly appreciate your patience till now and wish the same till your issue gets solved. | |
| 2004-01-09 We sent again an email to Xeran support - 500 Internal Server Error problem not fixed | |
| 2004-01-09 Johnson Pinto - Xeran support | |
| We apologize for any inconvenience caused. Please run the script after deleting cache and cookies. If the issue persists please get back to us with following information: . Name of the CGI script that is not working. . Exact location of the CGI script with URL. . Include the error if you get any. . A brief description of the script and how it should work. | |
| 2004-01-09 Johnson Pinto - Xeran support | |
| escalated the problem again to the technical team | |
| Weekend starts - 24/7 services and server uptime guarantee - who cares - it's weekend time !!!!! | |
| 2004-01-10 We sent several emails to Xeran.com but we didn't receive any update. | |
| It seems that
no technical support is available during the weekend |
|
| 2004-01-10 | The Xeran support team did not reply to our emails for 24 hours |
| 2004-01-11 |
Babeena James - Xeran support
|
| We are very sorry that it is taking us longer than our normal 48 hour turnaround time to have your technical issue resolved. We are deeply sorry for this delay, and realize that this is very important to you. Our engineering team is working to have your issue resolved as quickly as possible. Please bear with us. | |
| 2004-01-11 | Dimple Poojary - Xeran support |
| Unfortunately, our engineering department is closed over the weekend, but will be working on your issue on Monday | |
| 2004-01-12 | 100+ hours downtime for the scripts reached - Xeran support team is still unable to solve the problems |
| 110+ hours and the server is up and running again | |
Meanwhile we cancelled all accounts with Xeran but it's not easy to discontinue services. We've still access to the suspended domains and file structure using the Xeran Reseller Console. We sent several emails to Xeran and now the first level support has escalated the billing problem to the "billing support analysts". In reality they send the open support tickets to the wastebasket and don't take care about existing or leaving customers. We already get charged by Xeran !!!!! |
|
| ..........to be continued | |
|
This is still the worst support I've ever seen on the web. We recommended Xeran for years but with the new support team we can only warn everybody. Don't use this Internet Service Provider. |
|
|
Feedback from Xeran CEO: not available Support feedback: still missing timeframe to solve the problems Service level: not available Customer frustration: +100 % |
|
|
If you have similar problems with Xeran.com please don't hesitate to
contact us. Because we're located outside the U.S. it's much harder for us to bring an action for damages. Maybe we can arrange a class-action law against Xeran.com to compensate our losses. |
|
| Similar
reviews are available at: http://www.webhostingresources.com/cgi-bin/reviews.cgi?id=2212&cid=57 http://www.experts-exchange.com/Web/Hosting/Q_20827299.html |
|