[cobalt-users] Re: AIT...

["LinuxMan" <linuxman@xxxxxxxxxxxxxxxx>]

The problem was 8 months ago. Tech support was going down hill, and billing
was pathetic. They did not even follow their own posted policy at times and
would blame me for their problems.

Another problem I has was I followed an upgrade procedure for the shopping
cart as specified in their newsletter, and it broke my shoppiong cart
because they did not specify what version of the cart it was for, so I
assumed it was for all verstions. My store was down for 4 months and they
refused to fix the problem, which was in the secure gateway, something I
can't touch.

Fred


----- Original Message -----
From: Chip <chip@xxxxxxxxxx>
To: <linuxman@xxxxxxxxxxxxxxxx>
Sent: Monday, June 12, 2000 5:38 PM
Subject: AIT...


> Hi,
>
> Thanks for your input on AIT.  I've continually had problems with their
> billing, and up until about a year ago, tech support was really crappy,
but
> for the last year, tech support has been *excellent*  (average 1 hour
> response, generally the correct answer the first time) ...  Just curious
> how recent your problem was...  Half the reason I'm going colo is to
> eliminate the billing problems.
>
>
> Message: 11
> From: "LinuxMan" <linuxman@xxxxxxxxxxxxxxxx>
> To: <cobalt-users@xxxxxxxxxxxxxxx>
> Subject: Re: [cobalt-users] Has anyone used Advanced Internet
> Technologies(AIT) as ISP?
> Date: Mon, 12 Jun 2000 10:24:24 -0400
> charset="iso-8859-1"
> Reply-To: cobalt-users@xxxxxxxxxxxxxxx
> I used AIT, and discovered their customer service to be appalling. They
> promise everything, and deliver headaches.
> For example, I ordered a restore from tape on Tuesday for domain x using
the
> most recent backup tape. After 10 hours, the backup was not completed, so
I
> restored the data manually and cancelled the restore and confirmed the
> restore cancellation 3 times - twice by phone and once via e-mail where I
> received a return confirmation from a technician.
> I then restored the data to the site and everything worked great. 14 hours
> after the restore order was cancelled (being 24 hours after the data
loss),
> AIT ran the cancelled restore order anyhow and clobbered the good data
with
> bad data from Tuesday, as opposed to Monday data, because nobody bothered
to
> check the restore request dates or had actually canceled the restore even
> after 3 confirmations.
> Had I not restored the data myself, AIT would have done the restore wrong
> data anyhow. They confirmed the order cancellation, but never actually
> cancelled it. Then they billed me for the full amount and did not care
that
> they screwed up in multiple ways. If this is the kind of service you want,
> then please use AIT.
>