Comments on: Explosion at The Planet Causes Major Outage

By: stoner

stoner — Sun, 08 Jun 2008 15:23:55 +0000

Yes all the bad service is true, but to me, the reason why I am gone is when they said go to the forums for news and updates we did only to have one of their managers start calling customers “trolls” I was banned when I posted telling him how sad it was that at a time of crisis he chose to call the very people who send in money every month that paid his check trolls. Then to make matter worse not ONE of his bosses have responded to any of my emails. I guess the planet really do think the customers are trolls other wise they would have sent out an apology.
http://forums.theplanet.com/index.php?s=&showtopic=90252&view=findpost&p=594565

I just went now to get this link and now a different moderator say if folks keep asking for details about what happen he will start closing threads. I have NEVER seen a company try to hide facts like this before and I have NEVER send money to be called names… I am out of there.

I told someone yesterday that when everything settles down, what will be remembered is not that they had an outage, equipment breaks down, we all know that. But how in a time of crisis, they called their customers trolls.

By: Ariel Fradin

Ariel Fradin — Wed, 04 Jun 2008 16:21:45 +0000

While it’s a good start for them to post those updates on the forums, I do think they should be taking the time to contact every customer who calls them or sends them an e-mail personally. We strive to always have someone on the other end of the line available and to never let a customer reach an answering machine, as well as 15 minute response time by e-mail. While I understand that things are going to be slower in a crisis situation like this, having no personal response from the company when one was requested within three days is, in my opinion, unacceptable.

By: Chris

Chris — Wed, 04 Jun 2008 12:09:52 +0000

I think some of you are missing a point. 9000 customers were affected – do you really think they have time to reply to all those emails and phone calls? There was only so much they could do in this situation. In my opinion (as an affected customer who lost quite a bit of revenue in the downtime) the updates posted on their forums were sufficient. My biggest gripe was their backup generator was housed so closely to the main power. Seems like an obvious design flaw.

By: Frustrated Seanic client

Frustrated Seanic client — Wed, 04 Jun 2008 03:15:26 +0000

If this company has any class whatsoever, they should offer compensation for everyone’s lost revenues and clients. $1000 a day would be a good place to start.

It’s inexcusable that they didn’t have some sort of back up system to deal with this type of event, and then led us along hour-by-hour to keep us from leaving. Downright criminal.

By: Tracy

Tracy — Tue, 03 Jun 2008 18:55:35 +0000

I did extensive research following this debacle, and I purchased a hosting package with inmotionhosting.com. They’re highly rated with the BBB, and their staff has been extremely professional and courteous in our dealings. I just need these guys to get back up so I can get my data.

By: John

John — Tue, 03 Jun 2008 18:27:21 +0000

We would love to be part of the solution. We have our Infinistructure – Enterprise Utility Computing and other managed hosting options avaialble to assist in multiple locations around the nation. Feel free to comment me at jozima@terremark.com.

By: Ariel Fradin

Ariel Fradin — Tue, 03 Jun 2008 17:57:04 +0000

Sadly, this isn’t the first time The Planet has had issues in their facilities, and I’m sure it won’t be the last. From what I’ve heard from customers calling up to switch service, and from what others have posted here in the comments, it appears that they aren’t handling it particularly well either.

For those customers who are upset with the lack of service and communication they are receiving from The Planet, I would like to offer my company as an alternative solution. I represent GNi (Global Netoptex, Inc.). We are the largest supplier of IBM Blade servers in the USA, and we have multiple data centers available to suit the needs of any client, large or small. We are currently having a summer sale on blade servers in our San Francisco, CA blade center, as well as colocation in our Chandler, AZ, Los Angeles, CA, and Oakland, CA facilities.

Our NOC services are world-renowned, and our Chandler, LA and Oakland facilities have never experienced a severe outage such as this. We have techs available 24/7/365, and they are always available. When you call our facilities as a customer, you will always get a live, on-site technician at the other end of the line, whether it’s at 3 PM or 3 AM. I think it’s ridiculous that some customers on here have not received a personal response from the company within three days.

If you would like a different datacenter experience – one where quality of service and performance is of the utmost importance – please give GNi a call, or send me an e-mail. I’ll take care of you personally.

(408) 850-8202, or e-mail afradin@gni.com. Best of luck making it through this outage, and I hope that whoever you choose as your next data center gives you a much better experience. And don’t worry if you’re located in Texas – our dedicated servers require no hardware installation on your part (or if you do wish to use colocation, you can ship your servers directly to our facility and we’ll rack them for you!)

By: Nina

Nina — Tue, 03 Jun 2008 16:46:32 +0000

The way that the company has handled this has been completely unprofessional! We are into our third day without access to our account and it has had a significant impact on our business. What is even worse, no one from the company has contacted us or even responded to our e-mail and phone calls!

I bet that when it comes time to renew your accounts, the company will once again send you the “we have a fantastic service record” e-mail! Absolutely awful!!

By: Sales

Sales — Mon, 02 Jun 2008 19:36:09 +0000

We have custom server solutions available.
Send your required specs to sales@capris.com and we’ll see what we can do to help.

By: Avinash Nigudker

Avinash Nigudker — Mon, 02 Jun 2008 16:22:34 +0000

I am planing to remove my nails as I feel it will damage my head as I am scraching my head from last 48 hours due to shutdown of my website