Wiredtree 2 Year Review, Mixed Feelings

An outstanding experience at the begining, disapointing this year, so that�s why I�m leaving them.

I bought a server on July 2007

1. I performed the migration on my own, did mistakes, and Zac migrated my site. He discovered Servstra, my current provider at that time, didn�t update 200 packages which were out of date. Zac updated all of them, installed a new kernel, and it solved the problem. Kudos here to Wiredtree

2. About 3 outages. On sep 2008 ticket PIE-852270, a power supply failed and server had a cooling issue, and went down 2 days, each day a few minutes. On dec 2007 ticket IJL-235362, my server switch had a power issue, site went down a few minutes. I used platinumserver manager and its monitoring service advice me on outages. All hardware problems were solved in a timely manner by WT.

3. I used to recieve quick answers from Wiredtree support ranging from 2 to 7 minutes. And solving my problems. Had the feeling of being safe with a very organized team and technical skilled.

4. I would rate them 10, I was a fan during the years 2007, and 2008.

5. For several months nothing important happened. I dropped PSM service.

6. Due to a new project, I needed a most powerful server, so I upgraded with Wiredtree.

7. They asked me to pay twice, once for the new server, and second for the older server next billing month period. Then, they would credit me the amount of money paid, minus days the migration take on server.

8. I didn�t want to be billed near 800 usd in a month. So I asked billing if the upgarde was possible without charging me twice. Because billing took time to answer, I asked to the sales department, and they answered me, it was possible.

9. It happened in the last day of billing period, starting the new one next day. Sales guy encouraged me to purchase new server to speed up the process. I did. But Billing replied me a few minutes after, there�s no way, so I was going to be billed for old server too. I got angry. I felt tricked by the sales guy.

10. The migration started. It took 2 days, and when I checked my mailing list database, no data was there. I got shocked. Even Zac replyed me, it�s ok not migrating that folder, because it was outside public_html. I got disappointed. I would expect from a managed server, take care of all migration details. migrating my data as is.

11. I discovered I weren�t able to connect to my server trough FTP. I asked support, even gave them details of my password. It took about 10 days to figure out a support guy, just a rsync will make work the ftp. So, the migration took 12 days.

12. Wiredtree wouldn�t give me the money amount of those 12 days. I talked to Customer service director, but according to him, if the migration took 12 days, then I will recieve credit back for the next billing period, minus those 12 days. I replied back, those 12 days were thanks to Wiredtree mistakes. But he didn�t move from his point of view.

13. I decided to leave, and canceled server. Customer Director called me to home yestarday to keep me as customer. I expressed, I can�t trust support guys, a new set that appeared on this year, because time response to the tickets went up to 15, even hours. And took several replies to solve my problems.

14. I felt warmed by him, but didn�t offer me credit me back the remaining 18 days to my credit card, so I�m loosing money here. Just in case I�m going back to Wiredtree in the future, then they would credit me the money, about 150 usd.

15. Actually I�m migrating to a new host, and propagating DNS

16. My last ticket IFM-287539 yestarday was replied 1 hour later, and not solving my problem. I resarched trough the internet, and solved it on my own.

17. I would rate Wiredtree a 7 for this last year.

18. Summing it up: outstanding service support on the years 2007, and 2008, but dropped the time responses, and quality of them on the year 2009.

I�d prefer not to disclose, neither my website, nor my name. I�m moving from Wiredtree and by this time, maybe DNS propagation is done. Wiredtree already know who I am. But if a mod need info about my site, kndly tell me how can I do it.