After last night's problems with our current host, LowPingGameServers.com, as I wrote in the chat box, I was already chosing another host for the server. I just got to the computer and was surprised by this ticket reply from one of the current owners, William Ellis:
Pedro instead of posting on your forum about how our tech guy is a moron I can refund your money and terminate your account for you right now. If your server is not running then ftp access would not work either. You say support and service has gone down hill while our sales are up 75 % more than the previous owner. That doesn't happen by providing crappy services. I get a little pissed off when people posts false comments about our services.
Best Regards,
William Ellis
Dedicated Sales Administrator
Systems Administrator
Lowpinggameservers.com
Hahaha! So they have been spying on us and I seem to have hit a nerve with what I wrote. Here is the complete ticket for you to get the whole picture:
View Ticket #810769 Department Date Subject Status Urgency
Support 06/22/2011 20:01 An error occurred while starting the game server Customer-Reply High
TCAdmin User Name:
Pedro Corbett
Client 06/22/2011 20:01
An error occurred while starting the game server.
Wolfenstein: Enemy Territory 40 Slots
Connection Info: 206.217.129.82:27960
FTP: 206.217.129.82:21
Status: Unknown
* * *
Can't login via FTP either.
----------------------------
IP Address: 189.1.52.80
Trevor Yagelniski
Staff 06/22/2011 20:32
The Datacenter is have a few network problems, we will keep you updated as we learn more
Thanks
_____________________
Trevor Yagelniski
Operations / Systems Manager
Low Ping Game Servers
William Ellis
Staff 06/23/2011 10:38
Pedro instead of posting on your forum about how our tech guy is a moron I can refund your money and terminate your account for you right now. If your server is not running then ftp access would not work either. You say support and service has gone down hill while our sales are up 75 % more than the previous owner. That doesn't happen by providing crappy services. I get a little pissed off when people posts false comments about our services.
Best Regards,
William Ellis
Dedicated Sales Administrator
Systems Administrator
Lowpinggameservers.com
Pedro Corbett
Client 06/23/2011 15:24
Well, not only your tech guy, but you are a moron too, from your replies to all my tickets the past months about lag issues and the email messages saying "your game server is not responding", suggesting to "switch the server to another machine, that sometimes helps". When I questioned you if the current machine was overloaded, you denied it, so there would be no point in switching and having to change the server's IP then. You have no clue of what you're talking about and apparently jumped on the game server bandwagon with very little knowledge of the technical side of things. Not to mention that your "expert" has problems writing English properly - "The Datacenter is have a few network problems, we will keep you updated as we learn more" - "IS HAVE"?
LowPigGameServers WAS the best GSH around, WHEN Andy was onboard. Since he sold it, service quality HAS gone downhill. Luckily for him, he was smart enough to ask the PBBans admins to remove all previous posts about LPGS from the PBBans forums when he made the sale. I was already considering signing up with with another host today, but you've made my decision for me. I don't give a damn about the money, so if you could show a minimum level of respect for a long time customer and keep the server active till the end of the currently paid for term so I can transfer my users to the new IP, I wouldn't thank you very much - it would be no more than your moral obligation. If not, just shut it down, refund the money and GO TO HELL.
So, as I wrote, they've made the decision for me. We're gonna move to a decent company and there may be some downtime, so keep watching this topic for more info.
_________________
Trevor Yagelniski
Staff 06/23/2011 15:43
Pedro,
After reading your post on your forums about myself as well as the service that my company provides I see a few things that are wrong with what you think
First there was a networking problem with our host at 5 different data center locations last night, this was out of our control. this company that had the problem is the company that we colocate are severs with, as I said earlier we had 9 servers last night in 5 locations that where not reachable. The servers where running the whole time just no connection could be made.
Second
Your facts about who owned LPGS are all wrong
There was 3 owners 2 sold out. I have been here since day 1, the name was my idea if you must know
I am pretty sure that my knowledge about game and dedi servers if far more in depth then you would like to believe, I find it funny how you make it sound like we are the bad guys and there is nothing that you can do to be wrong. Maybe you are trying to be a hero with your clan. Who's to say but I will say this.
As per our TOS we are canceling your service(s) due to your poor attitude towards my staff and myself
This is a name I will remember. Maybe posting the reasons why the two other owners sold out would be interesting...
And he is fast too, the server is already offline!!! :lol: Luckily, I downloaded the players XP and skills database as soon as I got his first reply. That's what I call a "fuck the customers" policy.
18:07:03 Status: Connecting to 206.217.129.82:21...
18:07:03 Status: Connection established, waiting for welcome message...
18:07:03 Response: 220 TCAdmin FTP Server
18:07:03 Command: USER 000242
18:07:04 Response: 331 User name okay, need password.
18:07:04 Command: PASS ***************
18:07:06 Response: 500 User '000242' or password is not valid.
18:07:06 Error: Critical error
18:07:06 Error: Could not connect to server
Wow, I do not believe their first response. I deal with the public on a daily basis, and have never responded to a complaint like that guy did. "Moron" seems like a warm greeting from a dear friend compared to some of the things that I have been called.
If you're reading this, William Ellis, I offer you my services for your complaint dept. I don't take even viscious critism personally and have proven myself more than capable of responding to any difficulty in a calm and professional manner. If I were the one to handle this situation, you may have still lost the account. But, anyone who read this would see your company as being a "class act".
Regardless, I have a couple of tips for future issues.
1) Sales figures mean little without retention rates to compare them with.
2) Never, NEVER, NEVER use curse words with any customer no matter how many they use on you. Even in reference. Never!
3) The customer is ALWAYS right...even when they are not. Never argue. Accept responsiblity and ensure the customer that you will fix the issue. Even, if you are not at fault, it is your duty to find a solution.
4) (This is for Trevor) Never terminate an account that is not in default. Offer options that allow the possibility of future intercourse.
Example:
Mr. Corbett,
I apologize for the difficulties you have been experiencing with your account. We value you as a customer and will do our best to rectify this issue. We have had some difficulty with connections to our servers and are activley working with those responsible to ensure a pleasurable gaming experience for everyone. Your patience in this regard is very much appreciated.
Sincerely,......
Like I said this account was most likely going to end no matter what. As a business you have to be seen to be professional in all matters. Let the other guy be the "jerk". Everytime, no exceptions. Ever!
If you cannot disconnect from your emotions, hire someone who can. It will pay-off in the long run.
Hope you read this,
jakeson
