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Looking for remote hands that actually read tickets

Datacenter Talk by wilmaethqn44 12 replies 1K views
wilmaethqn44

Member OP

#1

Remote hands that actually read tickets

Sorry if this is a silly question, but is this normal? I opened a ticket with RackNerd for a simple drive swap. Asked for bay 3, server labeled "WILMA-WEB-01". Got photos back of some totally different machine, no label I could see, and the drive they pulled was from bay 2 not 3. I said sorry for the confusion, please check again, and they sent me a photo of... an empty rack?

I am just a small business owner, I do not want to break anything. My site is down now and I do not know what they unplugged. Is there a trick to writing these tickets? Do I need to draw a map?

Thank you for any help, I am worried.

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wendy

Member

4 #2

I pay for their premium tier. The budget remote hands at most colos are often shared across multiple suites and the techs do not always have time to verify asset tags.

Have you tried including the service tag and a photo of the exact server in your ticket? It should not be necessary, but it helps.

Have you tried restarting it?
KE

Member

#3

Asset tag photos should not be necessary, but here we are.

MA

Member

#4

Premium tier and they still miss the bay number?

wilmaethqn44

Member OP

#5

Thank you wendy and keywill. I have added a photo of the front of the server with the label visible and the service tag from the BIOS screen. I also circled bay 3 in red. They have not replied yet but I hope this helps.

I did not know there was a premium tier. I just picked the cheapest dedi they had for $35/month. Maybe that is the problem.

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MA

Member

#6
wendy said:
Have you tried including the service tag and a photo of the exact server in your ticket?

This is the problem. You are paying for remote hands, not a scavenger hunt. The fact that "include a photo" is standard advice shows how broken budget remote hands has become.

I have seen this across three different providers now. The techs are not even in the same building most of the time, they just get a ticket queue and a floor plan.

wendy

Member

#7

To be fair, RackNerd's price point is not exactly premium. At $35 for a dedi you are getting what you pay for in terms of hands-on support. The premium tier I mentioned is an add-on for faster response, not better accuracy.

I use them for a backup box in Amsterdam and the remote hands there have been fine, but I also pay for the add-on and I am very specific in tickets.

Have you tried restarting it?
LichunLars

Member

#8

I have a dedi with them in Amsterdam too. Never needed remote hands, but their network to Stockholm is decent. 32ms average.

The real issue is that none of their datacenters are anywhere near Cardiff or Manchester. The ticket is probably bouncing to a tech in LA who has never seen your rack.

1ms or I don't want it
Zurich1984

Member

#9

Amsterdam is the only EU location. Everything else is US coast to coast. If you are in the UK and need hands you can actually visit, look at UK-based colos. The IPv4 will cost more, but you can drive there with a screwdriver.

I have been watching lease prices. The gap between US budget and EU budget is widening.

/24 for sale. No lowballs.
wilmaethqn44

Member OP

#10

They finally replied. They said "thank you for the clarification, we have swapped the drive in bay 3." But my site is still down. I asked them to check power and they sent a photo of... the same empty rack from before? I think they have a folder of stock photos.

I am going to ask for a refund and move. This is too stressful for a bakery website.

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