bad support

[rubenc]

First, sorry for my bad Engish

I would like to explain my problem with HR support, if i can tell "support", because i think there is not present (excepting Melissa, great profesional).

15 days ago my account was suspended (without warm), and "recomended" me to move a semi-dedicated server, 5 sites down (i'm serving adsense adds on this sites and loosing more than 200$ a day), i write to HR support to upgrade the account and reactivated again and NOBODY reply my message. I had to email to Melissa private's mail and he reply my message.
She reactivate my account but advice me to upgrade, i reply them OK, and I ordered this upgrade.
I hope my problem was finished, but next day suspended my account again. HR send me the same mail "suspended account, please upgrade to a semi-dedicated server".
I reply them (with a copy to Melissa) saying that the upgrade was made, but reply me that my account was not upgrade.

I ask them AGAIN to upgrade, and finally they'll do it.

Today i recieve the same mail, my account is again suspended and advice me to upgrade AGAIN to a semidedicated server. All my sites are down again, and loosing money by minutes.

The first mail i sent to HR support asking for explications was sent 10 hours ago, and i have no reply yet.

I can't acces to my troublr tivkets because HR has changed or suspend my accounts, tickets, ftp, mysql ... ALL

I can't make anything ... What shall i do??


I don't think this is a professional support

[Viper007Bond]

Originally posted by rubenc
I can't acces to my troublr tivkets because HR has changed or suspend my accounts, tickets, ftp, mysql ... ALL
Yes you can:

https://admin.hrwebservices.net/customerinfopage.php

[rubenc]

thaks Viper,

Here my passwords are still running

I will try to open a priority ticket

[Tammy]

You might try calling them, too.

[KLH]

You can call 1-518-371-3421 It is HR support line. I'm not sure if it is different from their 1-800 number, since I have never called it myself, I've just seen it posted many times on the boards, so I wrote it down in case of an emergency.

[rubenc]

The problem is that i'm from spain, my english isn't good enough and the call will be so expensive.

Yesterday advice me to upgrade a dedicated server, and i did it, but i have no reply yet

[Viper007Bond]

Yeah, that does suck. You would think they'd be right on upgrading you and therefore getting more money...

[rubenc]

I don't know, but i don't want my sites being suspended every day

[Vladdrac]

keep us posted on what the status is on this please

[rubenc]

The status:

I'm tired to wait for a response from rackfast (dedicated server) or hostrocket.
Last reply from HR was "You should be contacted shortly confirming your dedicated server order."
I'm waiting, from dedicated server order past more than 24 hours, from my upgrade order to HR 48 hours, and my site are down nearly 72 hours ago.

I ask HR to migrate to another server

[rubenc]

Last Report:

Melissa don't work on weekends, now she reply my Friday's mail.

Now i'm feel better, because I Know my problem is in her hands.

[Vladdrac]

I really think that things are going to look up for you, all in all i think hr is a great host. It just sucks that this has happened to you, I know it is losing you money. But this is the first time I have ever heard a real solid valid complaint here in the forums. Hope your problem is taking care of, best of luck.

[rubenc]

Thanks a lot Vladdrac.

When we ordered our sites in HR we thought the same. If a site not have high traffic HR is the best option, cheap, a little or without server downs ... fast reply

But if you're site is growing up, and has a lot of traffic your problems are just starting.
My complain is not from people, or support ... Because i know here are a great professionals (Melissa is one of them) it's for the way the things are doing here. I'm talking about my personal case, and i know it's not general.

[rubenc]

Final report:

Finally MELISSA resolved all my problems (like allways), problems that HR support couldn't resolve in 3 days She resolved in 1 hour.

I think is the best professional i've never see.

[KLH]

Make sure you vote her for the "BEST HR STAFF OF THE YEAR" award.

[rubenc]

Originally posted by KLH
Make sure you vote her for the "BEST HR STAFF OF THE YEAR" award.

The year? :D, the HR life ....




Where is the link to vote her?? :p

[Vladdrac]

glad it got taken care of