Powweb's "announcement" regarding space

[RickyMinton]

After three days, we finally received an announcement under the announcement forum regarding issues with space.powweb.com

While this announcement was very late coming and should have been made two days ago, It was made and I would like to let Powweb know that this is all, as customers, we ask for from them. To know they are listening and trying to fix the problem and to have it corrected ASAP (unlike what happened with moon).

In that announcement they said they realy didn't know what the problem is and that's fine. But at least we know an answer is coming and, for now, y site is working fine.

[Sentinel]

I agree whole heartedly. A quick post stating the situation would gone a long way towards appeasing most of us. I think that most of us are behind them and realize that s**t happens. But when they don't tell us then we are not sure that they even know and we feel as though we are left in the cold. meanwhile that is not true and the truth is that they are actually working diligently on getting us back online. But how could we know?

I think they should throw up a quick post stating the issue and to please be patient. Most of us would have left it at that.

[RickyMinton]

I would have left it alone with a simple post as long as I owuld not be down longer than a day. After a day, it becomes a matter of losing readers because mine are in a state of mind that if it doesn't work the first one or two times, they stop trying. I then have to run ads in the paper to let them kow it is back online. Cost to much money...

After about a day or so I start getting angry...

[stevel]

As best as I can tell, PowWeb did not believe there was a problem until late yesterday... Or if they did, their tech support staff hid it well!

[Sentinel]

I think that was the problem. I am guessing here but this is what I *think* happened.

1. We who are on that server could see immediately with our websites that something was wrong.
2. Apparently when they looked at the server it appeared to be working correctly so they assumed it was a connection issue with our ISPs and posted that it was OK.
3. We saw their posts and thought they were ignoring us. Some of us then got very frustrated and freaked out calling for their heads on a platter.
4. After seeing that it was more than 1 or 2 of us complaining they looked deeper and saw that there was indeed a problem. Perhaps a problem so odd that it did not manifest itself on routine examination. Only closer examination due to the repeated numerous complaints from numerous people could they then see the problem.
5. They finally told us that there was indeed a problem and that it was a biggie and would take more than a second to fix.
6. This took the wind out of our sails and the rioters went home.
7. Now we wait patiently content in the knowledge that they are aware of us and will get us all sqaured away as soon as possible.

Sound like a possibility? Or have my creative writing skills gone out on a limb? :)

[stevel]

Seems plausible. I will note that they deleted the entire thread where the recent problems with space were detailed, and I don't think this should have been done. I will also note that I have not received any failure reports for my site in about 28 hours - whereas I got six in 26 hours before that. So this is progress!

[Sgeine]

Guys,

At any time through it we have not seen high load on space, we haven't seen apache die. we haven't seen anything break aside from randomly getting timeouts. Space was the beefiest machine we had built up until callisto. What we did instead was modify slightly how large of a footprint apache uses. We'll know over time whether or not this was the answer and will have to monitor it closely.

[M|Inferno]

Originally posted by Sgeine
Guys,

At any time through it we have not seen high load on space, we haven't seen apache die. we haven't seen anything break aside from randomly getting timeouts. Space was the beefiest machine we had built up until callisto. What we did instead was modify slightly how large of a footprint apache uses. We'll know over time whether or not this was the answer and will have to monitor it closely.

Fine, you guys didn't notice anything wrong, but EVERYONE on space sure did. I'd show you, but the "space" thread is gone.

Sigh. I hope you find the problem.

/me still disgusted.

[RickyMinton]

During the problem when moon was having the DoS attack, Powweb shut down the call center. it wasn't a holiday or a weekend, but they shut down the call center.

Like i said, its not the problems that actually make you mad but the reaction to the problem that really pisses you off.

[Sgeine]

At no point during this were the phones shut off. It didn't generate as many calls/emails as you may think.

[midnightz]

~ I edited my post because its not worth it ~

[coan.net]

Originally posted by Sgeine
At no point during this were the phones shut off. It didn't generate as many calls/emails as you may think.




I guess that means when there is a problem, maybe everyone should flood PowWeb's e-mails so they will notice - and not post here on the messageboard (since threads get deleted anyway)!

coan.net

[Starr]

Posts or threads that are non-productive and/or negative may be removed.

[coan.net]

Originally posted by Starr
Posts or threads that are non-productive and/or negative may be removed.

Well when I first signed on with PowWeb, I did a lot of searching through the forums - and one of the reasons I choose PowWeb so quickly is that I did not see a lot of post about problems. I now know why - they get removed because they are negative towards PowWeb.

If I did see these "negative" post and/or non-productive post, I would at least seen what I was getting myself into here. I probable would have still choosen PowWeb, but I would have at least did more searching for the best service (which in turn would have meant I would have signed up later, getting my SQL for $10 instead of $30 - still waiting for reply from powweb about this since I can not ask here in the forums - but will wait until after holiday today to then e-mail again.)

Anyway, I understand that it makes PowWeb look good to new customers by having this policy, but it is really a negative thing since the new users do not see what they are getting themself into.

coan.net

[DanjaMowF]

That was a bad way to handle this Powweb.

Word of Mouth is deeper than a thread. You cant delete that. When people start to talk about your great deal.. they will also talk about your service! How you handle this is much bigger than the problem.

**** Users flam you up on your own forum because of the service you give. I would be the first to come here and sing your praises. And tell everyone how they are spending too much for their service.

Now, after I told them... I look stupid as they say, "You get what you pay for"

Say it aint so:(

[rochelin]

I just wanted to say guys, that I´m reading everything just to be aware of what is goingo on in other servers of powweb, I havent had my site down with powweb yet, but I would be very sad if this happened, I would like to say that positive or negative QUICK response to your complaints should be done by powweb ALWAYS.
Regards.
Ricardo

[Starr]

We have about 25 web servers. Another 10 or so supporting servers. We currently have two (2) machines that are giving us a problem due to abusive users. This is affecting about 10% of our customer base.

One of the problems we are having is w/ SSL. Seems now that SSL is free, everyone signed up for it, and not only is using it, but some fools are forcing every http request to https! This is why making changes like free mySQL or free SSL can have an affect on a system.

We are doing what we can to stabilize both machines. Abusers are being removed or relocated. I personally have slept very little since Saturday evening. Our support staff worked through the holiday weekend to make sure as much email as possible was answered as quickly as possible. We are at full staff today and the call center is open.

Thank you for your patience, cooperation AND understanding as we continue to work though this and work towards a more stable network for the future.

[s-wings]

Ok Lets cut to the chase,

Many of us chose Powweb, because they appeared to be open and aboveboard on problems. That they appeared to answer honestly, and even if they did not know, simply say they did not know. They did not seem to try to hide things.

Next to actually fixing problems these ARE the most important things in CUSTOMER SERVICE!

But alias, Powweb is in the process of loosing "IT".... the "IT" is CUSTOMER SERVICE.

Folks at Powweb, it is time to step back and look at yourselves. Every successful company goes through these problem stages, its the ones that recognize them early that keep growing strong. Stop being so defensive as a group and one moderator in particular.

Take a deep breath and go back and look at the Corporate Culture that made you so successful to this point. Please don't continue to loose that Corporate Culture.

Some of you are saying what's this fool mean "Corporate Culture"......... Let me point you at a great resource....

It is a book titled "NUTS", it is about the most successful airline in the world, the one that has made money every year for the last 30 years. They do it because they have what they call POS.
POS stands for "Positively Outrageous Service"

I know, I know your not an airline, but their ATTITUDE will work for every company.

Think about it

[Starr]

We do have "Positively Outrageous Service". :)

[DanjaMowF]

Originally posted by Starr
We do have "Positively Outrageous Service". :)

Oh i get it! Because the customers are OUTRAGED! Funny:D