Unresolved Issues

Customer Support Customer Only Discussion
1

I will temper my remarks as much as possible but I am becoming very frustrated with what has been going on here lately.

It appears to me that there is not enough tech support at JodoHost to handle all of the problems that are occurring now. I do not wish to criticize anyones abilities (and I won’t) however I have a business to run and need to know when certain things will be fixed.

Maybe I am one of very few to be impacted by stats no longer working for multiple accounts. (both AWStats and Webalizer) but this has been going on now for the better part of a month and my customers are angry. Whether it is caused by a Paralells update or not..there is nothing I can do to fix those stats. JodoHost is responsible for correcting this and I need to know when it will be fixed… and if that is still unknown at this point..what can be put in place as a substitute.

More information can be seen here:

http://support.jodohost.com/showthread.php?t=15353

Also I asked for an update on the open ticket I have on this CHV-32702-898 last Thursday March 26th but still do not have a reply from support.

If all of these were my sites I wouldn’t even care about AWStats or Webalizer as I can use Analytics or something…but my customers do care.

Another situation.

Yesterday I helped a new customer to setup a domain on web 14 This account will need to be able to use ImageMagick on it. Well apparently ImageMagick is not setup on Web 14. I know JodoHost allows the use of this as it is installed on many other servers:

http://support.jodohost.com/search.php?searchid=658006

I sent in a ticket to support FLZ-54649-249 asking if it could be setup on Web 14 since it was missing.

The response back was that it would be setup and I would be told when it was done. (And the ticket was put on hold) Well so far it hasn’t been done but I have now lost another day with this. I responded again to the ticket at around 10:00 am this morning asking if it would be easier or faster to simply move the domain to one of the web servers that it is currently installed on..but I still haven’t received a reply from support.

So I either need the account moved to a server that has it installed on it..or else have ImageMagick installed on Web 14. I cannot afford to lose any more time with this account.

In general there appears to be lots of frustration in remarks from current JodoHost members/resellers on the forums…which certainly would be symptoms of some of the many problems going on. (certificates, email problems, billing problems, connections, etc. etc.)
My guess is that most of the problems are a direct result of the software for the H-Sphere upgrade somehow conflicting with the servers..but true or not we as JodoHost customers cannot fix those problems ourselves.

I am looking for guidance from JodoHost on all of the issues…so I can plan accordingly for my business and what I need to use etc. (Maybe I need to look at dedicated or something else)

Specific to Stephen..I know you are up against it big time..and all your efforts are definitely appreciated…can you make a few clones of yourself?!

2

Joe,

we are just as frustrated as you, we too can’t get any results from Parallels that makes this crashing software! We have 2-3x the support load (it is generally bearable but still high) all due to status not generating.

3

we’ve bumped the ticket there to the highest level.

4

You know I was just talking to Arijeet about this issue and he brought up an interesting fact to me when he stated:
“It seems Parallels has problems with stats everywhere..Hsphere as well as Plesk”…then “We too have to open ticket most of time for Plesk” they have several KB articles on fixing it for plesk, which we are always required to do before sending to them, but rarely does it ever work.

I hadn’t thought about this till now, but it is a similarity and I almost wonder if they are using the same buggy code for both stats generation platforms on hsphere and plesk now as they did update it with the last upgrade. Worth me checking and working with for sure :slight_smile:

Edit: I am trying some hunch with Webalizer and moving it back to older version on a few servers to see if it works better I have moved win14 and Win18 now.

5

Maybe you are on to something Stephen! It would be great if you could track it down somehow..and maybe you can sell the solution to Paralells! :))

6

InTheMarket, I understand your frustration. Most of the issues recent customers have been facing, are stemming from that Hsphere upgrade.

Additionally, I have got no indication that we are not sufficiently staffed. There is no backlog of support or administration activities. However yes, we don’t offer instant responses and resolutions to problems. Some issues take times, some issues may take even a day or two. But they will be resolved.

I don’t know any hosting company that offer’s support consistent to our levels, at the price we charge.

7

We’ve made some big changes on Win14 and Win18 and if they run the complete stats runs tonight will be making them across all servers tomorrow.

8

Thanks for your input Yash..I would like to offer up a few more of my own thoughts as to ways of improvement.

  1. There appears to be a general perception often times that the best way to receive support is to ask about it directly on the forums. (I have seen many people actually state that in their questions) Jodo should try to understand why people feel that way and perhaps institute some changes that would make emailing support directly the preferred method for everyone to use. This would be a much better and fairer way to work issues for everyone.

  2. Maybe the auto reply emails that go out should state that some issues will take more than an hour or two to understand/fix/reply to.

  3. If a ticket gets put on hold there should be a way that the support staff still sees new replies to it. On a number of occasions I have replied to a ticket on hold asking for or offereing up different information. Unfortunately it doesn’t appear that people from the support side see this. As an alternative I have needed to open another ticket referencing the first one that is on hold. That doesn’t seem like the best use of anyone’s time.

  4. When a problem is resolved a few words or a sentence or two explaining what happened would be very helpful. Often times a reply of “It is fine now or is working now” is received. While people like to get problems fixed..not knowing anything of what the cause was doesn’t help a lot. No matter what the cause of a problem is..it would be most helpful to understand at least a little of what it might be.

FWIW :wink:

9

Thanks Joe,

I have tried to do a number of these over the years, but some come about for a while and the slack off etc. I will be monitoring it closely and also referring to all staff to read the post of yours as it is very constructive and benefits all. I have also started to collect some examples and ensuring they know I am not targeting them directly in using example, but saying this area can be improved. There are several cases of it recently and part of it is due to being a bit rushed.

I am particularly pulling out some examples where a quick check it type reply comes back again asking what happened/changed (many of these with stats tickets), and having to take time to reply again instead of quickly saying ‘I have run stats manually, please check the stats now’…and it being one reply unless the problem continued.

10

We have updated all servers (except win13 it was having an error trying to update all the config files for stats processing, will handle it manually today)
Not calling this resolved now by any stretch, but no tickets about stats so far today, when by now we normally have some and already working on processing manually.

11

We just got a stats ticket, that it isn’t working, last run time:
Summary Period: Last 12 Months
Generated 30-Jan-2007 06:07 Eastern Standard Time

hrmmmm, I think that was only a couple years before the Hsphere update…I recommend disable webalizer, and enable it again for sure on this one!

12

Thanks for all of your efforts on this Stephen!

Will watch closeley the next few days and see what happens.

fingers tightly crossed :wink: