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Poor Customer Support at a Datacenter, but locked into contract. What to do?
So I've been receiving poor customer support at Zayo/Corexchange since Zayo took over. I've had a ticket open since Sun Nov 15 to remove some announcements for address space. At first they took 3 days to remove not even half the announcements and said the ticket was complete. Then they took an additional two days to remove 2 more announcements and said the ticket was complete. Now they are telling me I have to wait until Monday for the last announcement to be removed because they could not complete the ticket in a week.
Apparently their network engineers don't do anything on the weekend unless it is 'important'. Is that common practice in datacenters? How is my ticket not 'important' when they said it has been completed several times but only half assed?
There has been a lot more crappy support that I haven't highlighted. Would you breach your contract and move datacenters?
Here are screenshots of the ticket:
http://s23.postimg.org/wimicdad7/Untitled.png
http://s30.postimg.org/l3utjnzup/Untitled1.png
http://s24.postimg.org/7a4ivwjo5/Untitled2.png
Comments
Well, I don't know your conditions, but, if a company is bought by another, you have the right to terminate the contract, since you don't agree to be a customer of XNew company (at least in RO, we can do that).
Regarding the support, as a datacenter and not a service reseller, you are required to offer 24/7 support to the customers, if not, yes, I'd terminate the contract.
Calculate the costs or ask your lawyer to see if you can turn around and leave.
Yea they only gave us X days to terminate the contract when they were bought out. How was I supposed to know they would let support go to sht?
Poor support is a very solid reason for a contract cancellation, especially if you can prove that you lost money due to their poor support. Since no one could predict what services are you gonna get.
As @Clouvider suggested, get in touch with your lawyer, he should know what to do in such cases (find another if he doesn't).
BURN IT TO THE GROUND
Additionally they have been giving me the 'it will be done on monday' treatment for a while.
Wow. You've been through a lot of shit lately Corey and still up. Respect!
Also Corexchange lol
paypal chargeback!! post a bad review!!
What operation are you trying to get them to do? Unless you are using an outsourced routing service, just drop the routes on your border gateway.
Who is the bandwidth provider? Which location is this?
I would attempt to contact someone in management and either flick them an email or give them a call. If they aren't responsive, then I would probably be seeing whether the poor support would constitute grounds for early contract termination.
Just drive man.... just drive. They can't ignore you face to face right?
Breach of contract on their part should usually release you from the contract.
However, I'm betting the contract does not specify that they have to remove announcements within X hours for X < 168 (or any other time limit, heh heh heh).
If I wanted out in such a situation, I'd proceed by contacting the account manager rather than tech support, explaining the situation, and ask for the contract to be cancelled through mutual agreement.
If that doesn't work, you can simply move out and not pay. Unlikely that they would go to court in this situation, but they can also attempt to damage your credit history without going to court.
One option is to get ahold of a phone number and call at reasonable intervals (few times a day, maybe) to ask for follow-ups. At some point, it may seem ridiculous to a tech support person to say that they are still working on it after X days, and they may decide to do it.
Well they could give me the same old excuse since their network guy isn't actually onsite unless it is Mon-Fri 8-5.
Just curious, if you can tell, how many services do you have with them ?
I have 2 services with them. Been with them+corex for over 1 year and a half on current contract.
Are those so expensive that they won't agree to cancel them ?
I already tried to cancel and they said my early termination fee will be over 9k (same amount as if I stayed with them for the remainder of my contract of 16 months)
Admittedly seems fair.
You shouldn't have signed for more than 1 year ... especially if it's your first contract with 'em.
It's my contract from when I was with corex, and I was with corex on another contract before that.
Doesn't seem fair that I won't be using their resources and have to pay the same amount. What is fair is 2 months extra because they require 60 days notice of cancellation.
Thats what you agreed to in the contract, so don't be surprised if they enforce those terms in cancellation. Caveat emptor.
If you are in colo with your own IP space/AS #, then you should ALWAYS maintain your own BGP speaker so you can control your announcements. You should never outsource your network.
I asked you earlier who was your network provider, I maybe able to help you if its Zayo, I have some top level engineering contacts there.
That's kind of the whole point of a contract. You can't look at a contract as something to throw away when it no longer suits you. Otherwise why have contracts at all. Giving you the option to pay out the remainder of the contract is fair.
Sorry for no response, it is zayo.
I didn't sign up for shtty support.
Well now you know to negotiate that into the next contract you sign
PM or email me the details along with the ticket and I'll send an email for you.
The question is whether its contractually considered 'shitty support' or whether its contractually considered acceptable.
If it can be determined to be below contract level then you have to give them notice to remedy it. But upset the apple cart and cancel, they'll lock you out of your kit until you pay the termination costs.
Did you get this clause put into your contract? I am sure the really small print doesn't give you this option to cancel at anytime if their support turns to shit. Additionally I would go through Zayo NOC vs CoreXchange NOC for such requests. Did they move you to strictly Zayo Bandwidth or are you still on the old CoreXchange blend?
I can see that.
Still on corex blend I believe - but I can't be for certain.
I haven't been given any access or information on Zayo NOC
PM me an IP I will tell you what you're on. If its not pure Zayo then you'll need to go via CoreXchange's support structure. Ifs its Zayo then I can help.
It is not pure Zayo, i probably know the /23 involved (because it is now mine) - it's the DCs blend.