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HDD is half dead and support is sleeping [Ticket #2014091977000547]


gibat
02-03-2015, 12:10
Quote Originally Posted by happyman
Thanks - Were your drives configured in the standard (as supplied) RAID configuration ?

Is this what needs to be done once a faulty drive has been replaced ? - Just wondering for future reference
Yes, standart configuration. And "yes" for second question

happyman
02-03-2015, 11:33
Thanks - Were your drives configured in the standard (as supplied) RAID configuration ?

Is this what needs to be done once a faulty drive has been replaced ? - Just wondering for future reference

gibat
02-03-2015, 11:27
Quote Originally Posted by happyman
How did it work. When they replaced the faulty drive did you have to do anything manually to set it back up again, or does the RAID sort itself out ?
I copied partitions from second drive using "sfdisk". Then mdadm /dev/mdX --add /dev/sdaN
Thats all

happyman
02-03-2015, 11:04
Quote Originally Posted by gibat
It was successfully running during 4 month
How did it work. When they replaced the faulty drive did you have to do anything manually to set it back up again, or does the RAID sort itself out ?

gibat
02-03-2015, 11:03
Quote Originally Posted by heise
Please update us on how much compensation they are paying you. In a case in Kimsufi, where it took 2 months to change HDD, they didn't give a Penny compensation.
Without any compensation
Does it make sense to claim compensation?

Quote Originally Posted by happyman
Out of interest - This has been resolved after 4 months. Was the system fully down, or was it running from one HDD successfully during this time ?
It was successfully running during 4 month

netbeamerp
01-03-2015, 14:41
RBX2 - Rack: 23B06 - Server ID: 162393

this is my server. my server also dead and not getting reply from support team.

i am from india and even not able to communicate with phone.

happyman
28-02-2015, 10:57
Out of interest - This has been resolved after 4 months. Was the system fully down, or was it running from one HDD successfully during this time ?

heise
28-02-2015, 09:13
Please update us on how much compensation they are paying you. In a case in Kimsufi, where it took 2 months to change HDD, they didn't give a Penny compensation.

gibat
27-02-2015, 08:03
Yes, yesterday evening they replaced the drive

heise
26-02-2015, 23:44
Did they fix it by now???

Edouard OVH
25-02-2015, 13:43
Hello Happyman,

Whilst not in a position to disclose ticket particulars, generally speaking for smooth processing of your incident we would require the following:

  • Server name:.
  • Authorization for the intervention, as the machine may need to be powered down.
  • Confirmation that data is backed up.
  • Summary of the issue.
  • In the event of a hardware incident, full logs of the tests performed, and where applicable relevant screenshots.


Furthermore it is advisable to raise incidents using the account associated with the affected service.

If there is anything else I can do for you please let me know.

happyman
25-02-2015, 13:14
Edouard - For the benefit of your other customers, please can you let us know what we can do to prevent a similar delay should we experience similar issues.

Thanks in advance

Edouard OVH
25-02-2015, 13:00
Quote Originally Posted by gibat
Again support does not answer (20 Feb at evening and 23-24 Feb)
Hello,

Your ticket has been reviewed and a request has been submitted for an intervention to be scheduled. You will receive a notification once this has been done, if there is anything else we can do for you please let us know.

gibat
25-02-2015, 04:41
Again support does not answer (20 Feb at evening and 23-24 Feb)

heise
21-02-2015, 09:35
+2 agree

ozgurerdogan
20-02-2015, 13:00
Quote Originally Posted by happyman
TomOVH - For the benefit of your other customers, are you able to advise why this customer has had to wait over 4 months for what should be less than a 10 minute task ?
+1 agree

happyman
20-02-2015, 12:52
TomOVH - For the benefit of your other customers, are you able to advise why this customer has had to wait over 4 months for what should be less than a 10 minute task ?

TomOVH
20-02-2015, 11:54
Hello,

I am sorry for the delay here, I have just emailed you regarding this. Once you reply we can then schedule the intervention for HD replacement.

LawsHosting
20-02-2015, 11:17
Quote Originally Posted by Kamilleri
Try to remind them by bumping your ticket?
That might put it further down the queue if they answer by date

But if I waited 4 months, I'd run! Might be half dead but OVH have the habit of using cheap disks, so could go at any time..

Kamilleri
20-02-2015, 11:05
Quote Originally Posted by gibat
I'm still waiting (4 month)
Try to remind them by bumping your ticket?

crowarth
20-02-2015, 10:37
Quote Originally Posted by gibat
I'm still waiting (4 month)
LOL 4 months ?? This is why I requested a refund on my SYS server after 3 weeks worth of getting two drives replaced for dodgy temp sensors. Even then, they managed to foul it up and not connect one of them!

I would consider your options if you're really being kept waiting that long...

gibat
20-02-2015, 10:14
I'm still waiting (4 month)

ozgurerdogan
30-10-2014, 11:02
It is really too long support response that scares me.

gibat
30-10-2014, 05:56
Quote Originally Posted by Daniel OVH
Forwarded to hardware support. Should be able to plan intervention soon
I received your email, which sended after quoted post, but still no progress


I have the right to publish the correspondence with the support? Because I'm not satisfied with their work.

First ticket screen (mirror)
Second ticket screen (mirror)

Quote Originally Posted by ozgurerdogan
Why did not you call them if that would help?
Because my english is pre-intermediate

happyman
27-10-2014, 09:30
Quote Originally Posted by Monotoko
I think the call center is also based in india, which makes it difficult to understand them sometimes.
Are you sure ? - I always thought they were based in France....

Monotoko
26-10-2014, 20:55
Quote Originally Posted by ozgurerdogan
Why did not you call them if that would help?
I don't know if you've tried calling them, but the people on the other end of the phone don't know anymore than we do - they just pass it along as a ticket. I think the call center is also based in india, which makes it difficult to understand them sometimes.

ozgurerdogan
25-10-2014, 20:44
Quote Originally Posted by gibat
I'm still waiting for a response from technical support. Their ticket #2014091477000136
Why did not you call them if that would help?

heise
19-10-2014, 07:34
Any updates? Did they fix it? When did they fix it?

Daniel OVH
16-10-2014, 12:14
Forwarded to hardware support. Should be able to plan intervention soon

Wanted
15-10-2014, 20:00
Better to rent a new server elsewhere. This company is a joke.

heise
15-10-2014, 19:03
That would make 3 weeks. WOW! Kimsufi support standards are moving up to SoYouStart....

gibat
15-10-2014, 15:35
I'm still waiting for a response from technical support. Their ticket #2014091477000136

gibat
28-09-2014, 16:11
One HDD on my server is half-dead. Support is not responsible for a whole week. [Ticket #2014091977000547]

smartctl -a /dev/sda http://pastebin.com/iNSL64mi
ID# ATTRIBUTE_NAME FLAG VALUE WORST THRESH TYPE UPDATED WHEN_FAILED RAW_VALUE
5 Reallocated_Sector_Ct 0x0033 001 001 005 Pre-fail Always FAILING_NOW 2005

I am writing for the second time to support. When and how it will be possible to change the hdd?