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Comments
I will forever have beef with MannDude because he said IncogNet does NOT care about my gay porn site
Good luck getting an employee with that attitude
Also he just lost my business
You can get easy-to-remember short IPv6 addresses from your LIR.
https://lowendtalk.com/discussion/comment/4422825#Comment_4422825
post this on my wall right now
Update: They managed to fix the issue within just a few hours of this posting, and they even added 30 days credit for the delay.
Thanks a ton @MannDude
Just wanted to clarify, I wasn't unable to use the service completely, just the backup feature and server dashboard. The VPS itself never had any issues. Also wanted to chime in that as a new developer I absolutely wouldn't mind paying a little extra for tech support and maybe even consultation services, as flying blind through this whole thing can be exhausting when you are relying on internet searches piecing together information and AI responses.
No worries. Was literally a 2 minute fix from my end, should have been done sooner. I have no real excuse as to why it took this long, other than me just being swamped with other non-support tasks and a combination of burnout as any business owner will experience.
Got a lot of things planned and some general restructuring taking place. Yesterday alone I spent several hours working on domain name stuff, maybe about 20% complete with that task at hand. Dealing with BTCPayServer updates. Paying bills. Working on some site updates. Bugging vendors who I am waiting on for updates on things. Etc. Etc.
I know the long support delays appear bad but IncogNET is 99% just me. Actually meeting up in person with the other part in the coming weeks and we're renting out some space in a co-working spot to bust out some work together.
I'll also see what I can do to get some additional help onboarded. Been sort of waiting for the big NL migration first which I was hoping would have been completed by now, but just paid for an additional and unexpected month at Worldstream so now no longer rushing and waiting for an update from the new vendor / DC / upstream.
Not a huge deal at all man, and honestly I had no idea it was a solo operation mostly. Very professional looking site and more importantly the services so far have been top notch aside from response times. Even before this got resolved I advised a couple others I talked to that they should give you guys a shot based on your straightforward privacy, free speech policies, and service quality. Thanks again for getting it taken care of, Cheers!
Never used them, but their site's got those high-end premium prices. So where's the support? Massive red flag.
And of course, the 30 simp-rats crawl out saying 25 days for a reply is totally fine.
Another one for the junk list.
Please highlight on our site where we advertise 24 hour, round the clock, fast support.
We don't.
In any case, we're a small business who doesn't believe in using Discord teenagers or 3rd world outsourced support companies. It costs a lot of money to hire good help.
It's not feasible to have round the clock support for non-critical requests.
For critical things (service/network outages impacting everyone, downtime of critical components like our helpdesk, etc) I'll get woken up from Slack, SMS, Email and other notifications. These are always acted on promptly.
The vast majority of tickets are non-critical. While OP was certainly inconvenienced by the long delay, his service was online and usable.
The recurring reminders about bad/no support is why I've never purchased services. Enough people seem to not mind though, so.
Slow competent support is better than fast incompetent support. OVH is sometimes an example of the latter and it can be a huge waste of time and frustration.
For my hobbyist stuff, the only time I ever ticket support is to ask about pricing or billing issues, and that’s largely because they have a bad/non-existent FAQ. I haven’t ticketed in a technical problem so long as the service is up and running as advertised. For people like me who rarely use support, stuff like HostHatch’s promo plans work great because we get good servers at a great price without paying for something we don’t use (support).
Now if I was running a business that I rely on to put food on the table… the calculus changes. I’d pay more for support so I have help when I desperately need it most. I see support as sort of like an insurance policy… pay into it so it will help you when you need it, or don’t pay and you’re self-insuring against any problems.
Seconded.
I liked the fact that you specifically emphasized that you only respond to cases where everything has fallen apart and everyone else can go fuck themself. You are not cheap. Nothing justifies a month of response time to a request. --- Servers fails.
I'm just not using a service that tells me to expect 7 day support responses, and there have been enough posts like this one over the years that it's a thing tied to the brand for me. Again, enough people seem to be ok with it that he's doing well.
I'm not hating on MannDude/IncogNET, I appreciate what he's built and we align violently when it comes to privacy issues. The support layout is just a dealbreaker so we probably won't ever consummate our relationship.
Until he gives in and hires some sketchy discord kids.
who is new NL upstream?
You quoted him, so where the fuck is he expecting 24 hour round the clock support? Instead of gaslighting, you should instead state what your Support target/expectation is or should be.
1 business day, 2, 3, 7? 14? 30? Otherwise, you're defending 25 day response times as normal, and that is just fucked.
Have a question or concern?
Feel free to contact us; we're pretty laid back and easy to talk to. If you have a question about our hosting services or want to know more before placing an order, just drop us a line and we'll be happy to get back to you! We're available at all odd hours of the day and night, so you'll likely get a response pretty quickly.
Even at the scale of Hetzner, the support is meh. Look at this user story who pay thousands a month
https://news.ycombinator.com/item?id=44038591
Text is years old, will update it. If you submit a ticket, you get a disclaimer that it'll take days.
Some customers get a response in minutes. Some days. Some weeks or more. It's something that will certainly be improved.
For what its worth, if its too stressful, I am willing to extend my hand if you need help. Of course, nothing comes free but nothing too buck breaking. Let me know if you need help at low level ticket handling. Doors open
@>; @MannDude said:
Brother could I get you to take a look at ticket 0520J72I5 too?
Thanks