Pacific Rack - Fails To Meet Expectations

This is my review of my initial setup with Pacific Rack.

After the issues with the fire at TP, I decided to pickup another server at a different data center as an additional server.

I ordered a Supermicro, which is a quad core processor. The price was well within the range, the extras were all within range as well, except cpanel, which was $35.00. I'd rather see that at $25.00, but overall that was fine. Total price as $266, right around what I expected to pay.

Setup took a few days, right at around what I expected.

When it was delivered, I asked why I couldn't log into WHM. They told me everything was fine. After some communication and about an hour and a half they said that they forgot to install cpanel... That wasn't a good start.

They failed to meet expectations because of the following:

1. RDNS was not setup at all. I shouldn't have to request it be setup. This is small, but if I didn't know to check/ask, it would be a major issue in the future.

2. The box always fails to reboot and requires manual intervention. Why can't they fix that? or even address the issue?

3. cPanel was not installed properly and when I asked for help, they told me that the box was unmanaged and I choose the configuration. If it didn't work right out of the box, the fault was my own for choosing that configuration.

Alex said, "You have received a standard Fedora 64 bit install, that we downloaded just for you. What you need must not be included in the standard install, or the cPanel install.
If you want us to manage your server, then you will have to subscribe to our server management service which is $29/month with a 6 month commitment. Otherwise you can just google for the command to install an RPM, as I don't know if off hand, but I know its really simple."

Just to comment, if it turned out to be as simple as installing an RPM, then I would have just killed myself due to the shame of it.

Turns out after working with cPanel support, it was an install error, cPanel was not installed correctly. (Don't know if that is PacificRack's fault or cPanel's, but I know it's NOT my fault and I would expect the data center to get my server up and running properly so I could manage it)

My expectation was that I would be delivered a box that worked properly and if it didn't, PacificRack would help me get it working so that I could use it. It appears that PacificRack's expectation was they just install the crap, it's up to me to make it work. If the install is bad, I can just Google it.

I'm fine with managing a server, I have four years experience running serveral servers, but I am not able to debug install issues where the box NEVER worked properly in the first place.

So, in this area, they fail to meet expectations.

I also found their technical staff to be arrogant and unfriendly, though I'm personally arrogant and unfriendly, but I always am very nice to support people, no need to cut my own throat.

Overall, I'd say that my experience doesn't seem to be typical, but the fact that they were unwilling to resolve the issues really bothers me. I detest companies who hide behind "unmanaged" as a shield against providing the services that they should be providing as a data center. I also refuse to pay a $29.00 a monthly fee to get a managed server (basically a $180.00 commitment) to get them to deliver a working server, when that should be a "Free" service provided when I purchase.

The DNS servers are pacficrack work well and the connections are fast and reliable.

The server still is not working up to expectations and their support people seem to be unwilling to get it to meet expectations with out going "managed". Now, honestly, $180 would be far cheaper than any other options, but its the principle of it.

Overall, I'd rate pacificrack about average. The server is a good server and at a reasonable price. The support people where knowledgeable. The turn around on tickets was very good, no ticket sat for more than a few hours. It really seems like pacificrack is a very small operation. I think that is a big plus.

At this point, I'm not sure if I should just move on or continue to try and get this server to work properly. I'll make a decision in a week when the server is close to renewal.