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HostSailor - ignorant, incapable and stupid?
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HostSailor - ignorant, incapable and stupid?

jsgjsg Member
edited March 28 in General

Yesterday I got an email from @HostSailor telling me that my VPS is suspended due to "bandwidth overusage" - out of the blue. Before the suspension I only got spam from them.

While it seems extremely unlikely that I used too much bandwidth because that VPS only runs a secondary NSD (with rate limit btw), I wanted to react constructively and today went to login and to look what went wrong - besides the usual problems with that box (I don't complain; the box is less than €10/year).

Well, I failed to login. Reason: I didn't complete the captcha. Simple reason: there was no captcha, only the usual two fields (email and password).

So I opened their web-chat and described the problem. A minute or so later 'Omar' responded and asked what my problem is. Great, I felt well right away seeing that Omar obviously didn't even read what I had written but rather robot-like dished out a canned line. So I told him that I had just written what the problem was and that he should read it.

Nothing. No reaction.

So I copied the error message into the chat. Omar asked me to provide a screenshot. I asked how I could send a screenshot via the web-chat.

Again no response.

But I was lucky and discovered a small icon that looked similar to the "attach" icon in my email client, and indeed when clicking on it I could open the screenshot file and transmit it.
Omar's reaction? He told me to create a ticket and explained to me how that's done (in other words, he assumed that I'm clueless and stupid).
I simply asked how I could open a ticket when I couldn't log in, to which he responded that I could send an email.
When asked why he wouldn't help me, he told me that he is only sales and can't access anything for support. So why, I wondered, did he request a screenshot? And why does HostSailor have sales available but not support?

End result: A suspended VPS and a customer who wanted to constructively react and got very poorly treated. And a customer who is under the clear impression that their, pardon me, clueless and ignorant staff makes it worse rather than resolving problems.

FWIW I also tried it with another browser (Firefox) too. It also didn't work, so the problem seems to be on their side.

TL;DR Poor, ignorant, and arrogant clueless support it seems plus internal problems. Get your act together HostSailor!

Thanked by 1goodwin

The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

«1

Comments

  • angstromangstrom Member
    edited March 28

    @jsg said: Yesterday I got an email from @HostSailor telling me that my VPS is suspended due to "bandwidth overusage" - out of the blue.

    Somone else complained about this in a recent thread:

    https://www.lowendtalk.com/discussion/170660/whats-going-on-with-hostsailor-vps-suspended-multiple-times-a-day

    So this seems to be a systematic issue.

    "Linux will run happily with only 4 MB of RAM, including all of the bells and whistles such as the X Window System, Emacs, and so on." (M. Welsh & L. Kaufman, Running Linux, 2e, 1996, p. 32)

  • dodheimsgarddodheimsgard Member
    edited March 28

    You pay peanuts
    You get monkeys
    Anyway shame on you Hostsailor!

    Thanked by 2jsg yoursunny
  • defaultdefault Member

    Thanked by 1Inglar

    Fastmako (aff) - another cheap VPS.

  • jsgjsg Member

    @angstrom said:

    @jsg said: Yesterday I got an email from @HostSailor telling me that my VPS is suspended due to "bandwidth overusage" - out of the blue.

    Somone else complained about this in a recent thread:

    https://www.lowendtalk.com/discussion/170660/whats-going-on-with-hostsailor-vps-suspended-multiple-times-a-day

    So this seems to be a systematic issue.

    Just glanced over that other thread. So it is a well known issue. That makes the whole thing even considerably worse and Omar's performance just ridiculously poor.

    Maybe I just should forget about my €9 or so ... and about @HostSailor ...

    The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

  • jsgjsg Member

    --- UPDATE ---

    At least they seem to have resolved their captcha problem, so I can log in although it's useless because all my panel tells is "suspended".

    The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

  • jsgjsg Member

    --- UPDATE ---
    I got a ticket response that there is a "bandwidth calculation tool" problem and that they resolved it.
    Hmmm ... can we trust that?

    BTW, according to their own data may max traffic is 60 packets per second and average is below 1 per second. They must have a strange sense of humour at @HostSailor.

    Next step: Shouldn't we be compensated for all the trouble and downtime? I'll ask them.

    The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

  • @jsg said:
    Next step: Shouldn't we be compensated for all the trouble and downtime? I'll ask them.

    Do you really expect compensation on a $9/yr service?
    I get that they are shit, but do you really think that asking for compensation is worth yours and their time?

  • So that's why they need the flashy banner ad, because everyone else is running away from them.

  • jsgjsg Member

    @t0ny0 said:

    @jsg said:
    Next step: Shouldn't we be compensated for all the trouble and downtime? I'll ask them.

    Do you really expect compensation on a $9/yr service?
    I get that they are shit, but do you really think that asking for compensation is worth yours and their time?

    Yes, I think so. €9 or €900 my VPS was down plus they acted and reacted very poorly.
    On the other hand I of course see that it makes no sense to financially compensate but if I were in their shoes I would (be terribly ashamed and) offer at least a sign of good will and "sorry", maybe one extra week of service. The value would be financially insignificant but morally (as well as in terms of customer relationship) valuable and clear.

    Not offering any compensation translates to "tough luck but frankly, we don't care a sh_t about you anyway".

    Thanked by 1Egyarmy

    The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

  • NeoonNeoon Member

    Sounds like someone did not test the code before deployment.

    Thanked by 1yoursunny
  • @jsg said:

    @t0ny0 said:

    @jsg said:
    Next step: Shouldn't we be compensated for all the trouble and downtime? I'll ask them.

    Do you really expect compensation on a $9/yr service?
    I get that they are shit, but do you really think that asking for compensation is worth yours and their time?

    Yes, I think so. €9 or €900 my VPS was down plus they acted and reacted very poorly.
    On the other hand I of course see that it makes no sense to financially compensate but if I were in their shoes I would (be terribly ashamed and) offer at least a sign of good will and "sorry", maybe one extra week of service. The value would be financially insignificant but morally (as well as in terms of customer relationship) valuable and clear.

    Not offering any compensation translates to "tough luck but frankly, we don't care a sh_t about you anyway".

    When you put it that way - I agree. Ask and let us know what happened.
    To be honest - if it was me - I would just leave it at that, get my stuff and move elsewhere. But I can definitely see your point. Go for it!

    Thanked by 1Egyarmy
  • @jsg said:
    Next step: Shouldn't we be compensated for all the trouble and downtime? I'll ask them.

    Your bandwidth has been doubled.

    Please create a ticket when you are suspended again.
    To complete the captcha, do push-ups in front of your browser, and the system will let you in.

    Thanked by 3Wolf Sanjue007 ariq01

    I have five ≥1GB, ≤$16/year KVM servers. Are you jealous?

  • jsgjsg Member
    edited March 28

    @t0ny0 said:
    When you put it that way - I agree. Ask and let us know what happened.
    To be honest - if it was me - I would just leave it at that, get my stuff and move elsewhere. But I can definitely see your point. Go for it!

    I already did and will report back. Until now I only have a "I'll hand it over" (to management I suppose) preliminary response.

    @yoursunny said:

    @jsg said:
    Next step: Shouldn't we be compensated for all the trouble and downtime? I'll ask them.

    Your bandwidth has been doubled.

    Please create a ticket when you are suspended again.
    To complete the captcha, do push-ups in front of your browser, and the system will let you in.

    Please kindly refrain from abusing this thread for your obtrusive push-ups BS.

    The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

  • LTnigerLTniger Member

    Where is screenshot of tickets? We need to see a source of incompetence as well as your replies. Most of the time it is pure PMS and provider done nothing wrong.

    So, gather your papers boy.

    #!/Bashblog.net | Free Wordpress Hosting | If you can't idle, what's the point?

  • coolicecoolice Member

    @yoursunny said:
    Your bandwidth has been doubled.

    Please create a ticket when you are suspended again.
    To complete the captcha, do push-ups in front of your browser, and the system will let you in.

    I saw something innovative lately the 1000% uptime guarantee... but low end host can practice in 500% as 100% is not enough

    We live in the time of hourly service so for every hour down you get 10 hours of service = 1000% up time guarantee

    Thanked by 1yoursunny

    Future-Proof Yourself! Buy! Buy!

  • Sailor is drunk and his ship is sinking.

  • yoursunnyyoursunny Member
    edited March 28

    @jsg said:

    Please kindly refrain from abusing this thread

    @Nekki said we can derail threads, and I believe in her.
    https://www.lowendtalk.com/discussion/comment/3203442/#Comment_3203442

    Maybe you should post a photo of someone attractive wearing a HostSailor shirt or hat, looking disgruntled?
    Bonus point if that person is your mom.

    I have five ≥1GB, ≤$16/year KVM servers. Are you jealous?

  • just wanted to join in the royal rumble with this comment.

  • edited March 28

    @yoursunny said: Maybe you should post a photo of someone attractive wearing a HostSailor shirt or hat, looking disgruntled? Bonus point if that person is your mom.

    As a person appointed as a researcher in NIST, do you want that statement to be representative of who you are?

    Make a second account if you want to troll, you can also mention "PMS", "the end is nigh", and other common LET-isms.

  • @stevewatson301 said:

    @yoursunny said: Maybe you should post a photo of someone attractive wearing a HostSailor shirt or hat, looking disgruntled? Bonus point if that person is your mom.

    As a person appointed as a researcher in NIST, do you want that statement to be representative of who you are?

    Make a second account if you want to troll, you can also mention "PMS", "the end is nigh", and other common LET-isms.

    Everything I wrote here and on Twitter is personal opinion and doesn't represent my agency.

    Thanked by 2brueggus skorous

    I have five ≥1GB, ≤$16/year KVM servers. Are you jealous?

  • HostSailorHostSailor Member, Provider

    @jsg said:
    Yesterday I got an email from @HostSailor telling me that my VPS is suspended due to "bandwidth overusage" - out of the blue. Before the suspension I only got spam from them.

    While it seems extremely unlikely that I used too much bandwidth because that VPS only runs a secondary NSD (with rate limit btw), I wanted to react constructively and today went to login and to look what went wrong - besides the usual problems with that box (I don't complain; the box is less than €10/year).

    Well, I failed to login. Reason: I didn't complete the captcha. Simple reason: there was no captcha, only the usual two fields (email and password).

    So I opened their web-chat and described the problem. A minute or so later 'Omar' responded and asked what my problem is. Great, I felt well right away seeing that Omar obviously didn't even read what I had written but rather robot-like dished out a canned line. So I told him that I had just written what the problem was and that he should read it.

    Nothing. No reaction.

    So I copied the error message into the chat. Omar asked me to provide a screenshot. I asked how I could send a screenshot via the web-chat.

    Again no response.

    But I was lucky and discovered a small icon that looked similar to the "attach" icon in my email client, and indeed when clicking on it I could open the screenshot file and transmit it.
    Omar's reaction? He told me to create a ticket and explained to me how that's done (in other words, he assumed that I'm clueless and stupid).
    I simply asked how I could open a ticket when I couldn't log in, to which he responded that I could send an email.
    When asked why he wouldn't help me, he told me that he is only sales and can't access anything for support. So why, I wondered, did he request a screenshot? And why does HostSailor have sales available but not support?

    End result: A suspended VPS and a customer who wanted to constructively react and got very poorly treated. And a customer who is under the clear impression that their, pardon me, clueless and ignorant staff makes it worse rather than resolving problems.

    FWIW I also tried it with another browser (Firefox) too. It also didn't work, so the problem seems to be on their side.

    TL;DR Poor, ignorant, and arrogant clueless support it seems plus internal problems. Get your act together HostSailor!

    Hi jsg,
    please provide me with your ticket ID so I can pass it to our team to investigate your problem

    HostSailor - High Quality & Affordable Hosting Solutions

  • jsgjsg Member
    edited March 28

    @HostSailor said:
    Hi jsg,
    please provide me with your ticket ID so I can pass it to our team to investigate your problem

    PM'd it.

    @yoursunny said:
    Everything I wrote here and on Twitter is personal opinion and doesn't represent my agency.

    ... or so you think ...

    Btw, I don't care what Nekki said in another thread and another context. I know people who even say that sex with kids is OK, even good for the kids - but that doesn't make it so.

    The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

  • @jsg said:
    Btw, I don't care what Nekki said in another thread and another context. I know people who even say that sex with kids is OK, even good for the kids - but that doesn't make it so.

    Sex with kids is not OK in most places.

    I know people who even say that 64-bit network addressing is nice, even good for the future - but that doesn't make it so.

    Thanked by 1TimboJones

    I have five ≥1GB, ≤$16/year KVM servers. Are you jealous?

  • @yoursunny said:

    @jsg said:
    Btw, I don't care what Nekki said in another thread and another context. I know people who even say that sex with kids is OK, even good for the kids - but that doesn't make it so.

    Sex with kids is not OK in most places.

    I know people who even say that 64-bit network addressing is nice, even good for the future - but that doesn't make it so.

    1. Download better LET
    2. Add jsg into comment filtering
    3. peace
  • darbdarb Member

    @jsg said:

    So I opened their web-chat and described the problem. A minute or so later 'Omar' responded and asked what my problem is. Great, I felt well right away seeing that Omar obviously didn't even read what I had written but rather robot-like dished out a canned line. So I told him that I had just written what the problem was and that he should read it.

    Nothing. No reaction.

    So I copied the error message into the chat. Omar asked me to provide a screenshot. I asked how I could send a screenshot via the web-chat.

    Again no response.

    But I was lucky and discovered a small icon that looked similar to the "attach" icon in my email client, and indeed when clicking on it I could open the screenshot file and transmit it.
    Omar's reaction? He told me to create a ticket and explained to me how that's done (in other words, he assumed that I'm clueless and stupid).
    I simply asked how I could open a ticket when I couldn't log in, to which he responded that I could send an email.
    When asked why he wouldn't help me, he told me that he is only sales and can't access anything for support. So why, I wondered, did he request a screenshot? And why does HostSailor have sales available but not support?

    What I usually do when dealing with CSRs that are struggling with basic reasoning/logic functions is ask "is this a bot" and it usually generates a little more helpful respones.

  • ^ Been there; done that. ;)

    Long live LowEndInfo.com

  • jsgjsg Member

    @yoursunny said:

    @jsg said:
    Btw, I don't care what Nekki said in another thread and another context. I know people who even say that sex with kids is OK, even good for the kids - but that doesn't make it so.

    Sex with kids is not OK in most places.

    Sex with kids is never and nowhere OK

    I know people who even say that 64-bit network addressing is nice, even good for the future - but that doesn't make it so.

    Still better than those who with religious fervor but without good actual reason demand 64-bit to the square networking. Gladly that doesn't make it so although they try really hard to push that BS down our throats since decades.

    The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

  • JasonMJasonM Member

    HostTitanic :D

  • jsgjsg Member

    -- Update --

    No further reaction so far. Sad, very sad.

    The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

  • thedpthedp Member

    Ditch 'em.

    DP | Domain Names for Sale: vm*.net / virt*.com / *gigabit.net / *vpn.net


  • Man overboard!

    Thanked by 1yoursunny

    Long live LowEndInfo.com

  • At least it's better than MaxKVM kicking out the customer because they dared to ask them about stock availability.

    It's on the front page of the other green forum, I'll not provide a link here.

  • jsgjsg Member
    edited March 29

    Well, it increasingly looks like @HostSailor only came here to make it look a bit nicer but did not look at the ticket whose number he requested. Or maybe they simply need more than a day to say "we are sorry. Here's a cookie to compensate for our f_ckup".
    The fact that they not even recognize that they f_cked up points in that direction, too.

    @HostSailor less eye rape via obtrusive ads and more actual service would be a good way!

    Thanked by 1AlwaysSkint

    The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

  • LTnigerLTniger Member

    PMS fumes all over this thread. Rotten fish smell penetrates deeply and makes me gag. No proper screenshots submitted and only bla bla.

    #!/Bashblog.net | Free Wordpress Hosting | If you can't idle, what's the point?

  • jsgjsg Member

    @LTniger said:
    PMS fumes all over this thread. Rotten fish smell penetrates deeply and makes me gag. No proper screenshots submitted and only bla bla.

    You'll get even more than screenshots, you'll get tickets once you are the provider. Until then there is no reason to prove anything to you.

    The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

  • @jsg said: When asked why he wouldn't help me, he told me that he is only sales and can't access anything for support. So why, I wondered, did he request a screenshot? And why does HostSailor have sales available but not support?

    The wonders of outsourcing support to poor third world regions. If I were outsourcing support like that I wouldn't let them access anything anyway. I'm guessing their only role is to be present and give simple replies. (Or if they had access to tickets, all they have to do is "elevate" tickets so support seems active)

  • LeeLee Member

    @jsg said: You'll get even more than screenshots, you'll get tickets once you are the provider. Until then there is no reason to prove anything to you.

    You really need to take some of the advice you are forever dishing out to others.

  • jsgjsg Member
    edited March 29

    @smallbibi said:

    @jsg said: When asked why he wouldn't help me, he told me that he is only sales and can't access anything for support. So why, I wondered, did he request a screenshot? And why does HostSailor have sales available but not support?

    The wonders of outsourcing support to poor third world regions. If I were outsourcing support like that I wouldn't let them access anything anyway. I'm guessing their only role is to be present and give simple replies. (Or if they had access to tickets, all they have to do is "elevate" tickets so support seems active)

    I don't know where Omar lives. Iirc @HostSailor is an arabian company and Omar may well be local staff. And frankly I don't care, nor do I care to bash HostSailor btw or their staff. All I want is for them to provide services of a reasonable quality in a reasonable way (e.g. not ignorant). Arab, french, swedish, brazilian, indian, I don't care.

    @Lee said:

    @jsg said: You'll get even more than screenshots, you'll get tickets once you are the provider. Until then there is no reason to prove anything to you.

    You really need to take some of the advice you are forever dishing out to others.

    "Mr. Lee always made lots of efforts and tried hard to meet the requirements" ...

    Have a nice week ;)

    Thanked by 1kkrajk

    The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

  • @jsg said: @HostSailor less eye rape via obtrusive ads and more actual service would be a good way!

    Peachy! :smiley:

    Thanked by 1jsg

    Long live LowEndInfo.com

  • xaocxaoc Member

    Hmm...

    So Say We All

    [Yer lame ad could have been here]

  • thedpthedp Member

    Oh well, end of the day, I'm pretty sure @HostSailor will compensate accordingly, or at least share his sincerest apology for what has happened.

    DP | Domain Names for Sale: vm*.net / virt*.com / *gigabit.net / *vpn.net


  • jsgjsg Member

    @thedp said:
    Oh well, end of the day, I'm pretty sure @HostSailor will compensate accordingly, or at least share his sincerest apology for what has happened.

    Yeah, I'm pretty sure too. I'm expecting the delivery of a Ferrari for compensation any minute now. I mean that's just the logical extension of how they did so far ...

    The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

  • @jsg said:

    @thedp said:
    Oh well, end of the day, I'm pretty sure @HostSailor will compensate accordingly, or at least share his sincerest apology for what has happened.

    Yeah, I'm pretty sure too. I'm expecting the delivery of a Ferrari for compensation any minute now. I mean that's just the logical extension of how they did so far ...

    Hard to tell if serious or trolling..

    I <3 Nexus Bytes and Direct Admin <3

  • drizbodrizbo Member

    Yeah im sure he's serious about Ferrari.

    Shit happens, but whats pretty bad is that its so many people that report the same thing and they can't disable the auto-block until they can fix the issue?

  • jsgjsg Member
    edited March 30

    @its420somewhere said:
    Hard to tell if serious or trolling..

    Joking.

    You see, yet another day has passed without any reaction from @HostSailor. So you'll likely understand why I don't hold my breath till your assumption turns out to be true.

    The way I "read" HostSailor so far is something like this:

    "We give you a really dirt cheap VPS and we usually even make things work again when we f_ck up from time to time. So shut the f_ck up and forget about us behaving even minimally decently and respectfully towards you. And now p_ss off, you cheapskates!"

    My response: It wasn't our decision to create products that target LET and it neither was our decision for you to have mediocre to poor support. Those were your decisions, so either treat us, your customers, with a modicum of respect or get lost from LET!

    The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

  • skorousskorous Member

    Proposed new thread title: "@jsg pays peanuts. Rants about the monkeys."

  • jsgjsg Member

    @skorous said:
    Proposed new thread title: "@jsg pays peanuts. Rants about the monkeys."

    So, you "think" that customers buying cheap products shouldn't be treated decently and in fact do not have the right to be able to use their VPS and the panel?

    "Interesting" view - at LET, well noted.

    How about "jsg not asking for or complaining about performance, special support service with extras, fast support" - which indeed would be paying peanuts and ranting about the monkeys. But that's not what this thread is about.

    The problem with democracy is that by definition > 85% of the voters are not particularly intelligent.

  • seriesnseriesn Member, Top Provider

    @skorous said:
    Proposed new thread title: "@jsg pays peanuts. Rants about the monkeys."

    This is wrong. While yes, cheap or less maybe bad, but money exchanged is money exchanged and a dollar is a dollar.

    The receiving end needed the dollar, just as much as the sending end. So it should be treated with same amount of care and attention.

  • skorousskorous Member

    I don't disagree with either of you that they should be treated decently. I'm saying that buying a product you know sometimes has issues isn't only the vendors fault. Or am I confusing them with someone else? I feel like issues with HostSailor have been fairly well documented. If I've cross-linked HostSailor then I apologize.

  • Yes, you pay for what you get.. Lower prices are very likely due to some aspect of the product not being at the same level as higher priced products. Maybe, lesser support staff or oversold nodes.. but what isn't right is not fixing the base product, in this case, if your bandwidth calculation is flawed, that needs to be fixed.

    Are you looking for some textual fun?

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