Are you KIDDING Me? (JaguarPC)

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Posted by railleur, 06-13-2011, 01:27 PM
I am perfectly happy with my current host but they are unable to offer me one component that I need for two accounts. I spent a long time looking for the right host to which to switch and settled on JaguarPC. On Saturday morning I was able to get through to their online chatline quickly and easily. I asked whether they offered that component and upon receiving an affirmative answer, I set up an account. At the end of the setup process I was informed that I would have the details in 10 minutes. After an hour had passed I contacted support via the chat line again and was told that they would look into it. Several hours later I was advised that apparently the system was FUBAR, "customer support" was not available on the weekend and that I could not complete the process until Monday. I was astounded, to say the least. No sales support on a Saturday? Amazing! This morning at 6:15 pst I received the e-mail that everything was set up and as soon as I paid I would receive login and dns details etc. I immediately paid via PayPal and sure enough, 10 minutes later I had the welcome e-mail. The temp password that I was assigned doesn't work to get into the client console. I could get into WHM and create the packages, but I could not assign those packages because the geniuses who processed my new account had assigned -0- disk space. I immediately sent an e-mail to sales asking them to fix this (I had to send an e-mail since I can't get into the console to submit a ticket). I waited an hour for a response and went back to online chat. I was told that "customer service" had to deal with this issue, support could not. The support guy said that he would contact "customer service" to expedite it. Another hour and a half passed and I tried to call the 800 number direct to sales. I got a fast busy, i.e. dead line. I phoned the support line, which was answered quickly and professionally. I explained my problem: JaguarPC had my money, I had an account that doesn't work, and I can't get anyone to respond. "Maybe," I said, "they're responding through the ticket system and not sending e-mail?" If that's the case, I can't see the responses because I can't get into the client console! The company has a commitment of half an hour to respond to support issues. At this point, I consider this a support issue because I can't do anything and obviously need technical help. The support person I spoke to on the phone was again very apologetic and said that he couldn't do anything. So I said "Look, just refund my money and I'll start all over again elsewhere." I was told to e-mail a refund request to sales -at- jaguarpc -dot- com. So I did. And I just got an e-mail telling me that the only way they can process a refund is for me to go through my client console ... WHICH I CANNOT ACCESS! and then it disengenuously said that they woulkd like to know why I'd want to leave their service. OK, I know it's boilerplate, but jeez, I feel like I've just fallen down the rabbit hole. They have my money and I have zilch, and I've spent so much time on this nonsense that I am starting to get really irritated. I have to say that the "support" people I've spoken to were most helpful and professional which is good, but none of them can help me. If JaguarPC is using an outside vendor to process their new clients, they are doing themselves no favor. If this is part of their internal structure, SHAME ON THEM. Any suggestions? I know that some of the principals read these posts; hopefully someone will come along to kick this into action.
Posted by trustedurl.com, 06-13-2011, 01:38 PM
Sounds like support is simply not given enough authority to fix what should be a straightforward issue. Out of curiosity though, what's the component you needed?
Posted by sosys, 06-13-2011, 01:41 PM
that;s weird... i guess showing them your invoice with the plan that you sign up would usually be helpful.
Posted by railleur, 06-13-2011, 02:00 PM
I sent you a PM.
Posted by railleur, 06-13-2011, 02:03 PM
OMG the rabbit hole is getting deeper. "Customer Service" just sent a response to the e-mail I sent explaining that the username/pass they issued will not allow access to the client console. What was the response? The same welcome mail they had originally sent, with the same username/password that doesn't work. It took them two hours and 56 minutes to send it.
Posted by swilly, 06-13-2011, 03:04 PM
This all vaguely has me recalling flashbacks of similar situations about 5 years ago. I don't remember the whole situation, but I do have a mental note to avoid them... Guess things sometimes really don't get better with age. That said, I would ask for your money back and move on partner. I think with Jaguar, either it works fantastic or you have a lot of problems, no middle ground. Since there are some people very satisfied with their services and others that for lack of better words get trampled on.
Posted by BeZazz, 06-13-2011, 03:21 PM
I have been with them for 4 years. They are not the only provider I use but I am more then happy with them and can not see myself leaving them any time in the near future.
Posted by railleur, 06-13-2011, 03:49 PM
I thought I'd be happy with them too, and perhaps I would be. But this whole attempt to set up and no one responding to me and support passing it on to customer service who isn't there has me totally spooked. If this is a preview of the kind of service I'd receive, no thanks. Five and a half hours after my initial query I got a note telling me that my issues have been corrected. My disk space is now loaded into WHM so I can set up my accounts. But the password still won't get me to the console, so my "issues" have not been completely addressed. I did ask for a refund, I'll move along now, but apparently in order to get it I have to go through the console. One of the reasons I want the refund is because I can't get to the console! FTLOG
Posted by railleur, 06-13-2011, 04:52 PM
OMG! I cannot believe this! Now someone named Larry is telling me how many times they responded to my tickets and blaming my inability to get to my console and/or use WHM on me! And telling me that it will take 30 days to process the refund of the money I sent them this morning for a product that I have been unable to use! OMG! I honestly thought these were honorable, responsible people.
Posted by Forward Web, 06-13-2011, 05:04 PM
Hmm, sounds like somewhat of a mess. I would definitely like to hear Jaguar PC's side of the story though (although I dont think they have any reps here on WHT?). I see these types of issues happen a lot though with bigger companies, where the customer simply gets lost in the crowd (eventually getting the short end of the stick), I believe that is what may have happened here. In any-case, I wish you all the best.
Posted by railleur, 06-13-2011, 05:21 PM
Well, it wasn't Larry, that was my error, it is Tracie, Director of Client Operations. I apologize, Larry. I have spent an entire day on this, and half the day on Saturday. I finally have my disk space loaded into WHM so I can set up the accounts, and I have been issued a new password so I can get into the console. I also was blamed for not understanding the difference between WHM and the client console, not telling them what the actual issue is, and not responding to the multitude of solutions they have sent me. I get very hostile when I am blamed for the folly of others, and very disappointed when customer care equates to CYA. Now they won't process the refund of my single PayPal payment for 30 days even though I was not able to enjoy a single moment of what my payment was supposed to offer because after waiting five hours to get some disk space into my account I decided that I didn't want to risk doing business with a company that is so unresponsive. (again, the support people were great but the "customer service" division is hopeless.) Their side will probably be that somehow it was my fault. What else can they say? If they do I will share all of the e-mails between us, like the ones in which I am begging for help and their response, four hours later, thanking me for my payment. :igh:: I really thought I'd like these guys.
Posted by Jag, 06-13-2011, 11:09 PM
The issue in the post is somewhat vague or perhaps I'm just not quite on your level to understand what exactly was requested but yes, as per our site we do not have 24/7 sales, but we do have 24/7 support. Phone chat, etc. And no , refunds don't take 30days, they usually just take a few. However, yes thats a default response to refunds as per the TOS. There's no secrets or scams going on. The new automated processing for vps shouldn't have allowed the original error of no diskspace to occur. Thats something we should check into. We're happy to refund you and still let you keep the vps for a few months to try it out or just abuse us. This shouldn't be a big issue. Sorry for your frustration.
Posted by railleur, 06-14-2011, 12:08 AM
Thank you so much for stepping up here. Yes, frustrated. Upset. Angry. And then resigned, ambivalent, resigned again. Here's what happened: I tried to sign up on Saturday, a non-work day, so I could start migrating sites over during the weekend. I was buying a resller account, not a VPS, I am not technical enough to be able to run one. I am very comfortable with WHM/cPanel though, so that's what I bought. Saturday's automated system didn't work and there was no one to assist me. At 6:15 pst this morning(crack o' dawn) I received the e-mail that said that the issue had been fixed and as soon as I paid I would receive my welcome letter and instructions. I paid. I received the welcome letter and instructions. I tried to sign into the console (dashboard) and was denied access because of a bad password. I sent an e-mail to that effect. I was, however, able to sign into WHM. I set up the packages and then went to set up the accounts with the packages I had set up and was unable to do so. Why? Because the account I had been given had zero disk space associated with it. OK, stupid little glitch, no huge big deal. At 7:01 am pst I sent another e-mail to sales regarding that issue, thinking it would be resolved immediately, that someone at Jag would be slapping their forehead at this little "ooops." Of course I would have submitted a ticket through the dashboard but I couldn't get in because of the bad password I had been sent so e-mail at that point was my only recourse. An hour and a half later, with no response, I went online to a support chat. Support couldn't help me with this issue so they escalated it to priority and notified "customer service." I waited and waited, still no response. Then, about four hours after I had started the process, I received an e-mail that quoted my first concern attached to the original e-mail that I had been sent, including the bad password. By now I was getting really irritated. I kept checking WHM only to see that it still had no disk space assigned. I called the sales line. Fast broken busy, which means the line is either broken or no-op all together. So I called the support line and again was told that it had to go to "customer service." Then I got an e-mail thanking me for my payment. Then I sent an e-mail saying: You know what? Never mind. Just refund what I've paid and we'll call it a day. Then I got an e-mail saying "what exactly is the problem you're having with the dashboard? We can't help you if we don't know what the problem is." I wrote back and said it was a bad password. Now I was getting really really irritated. ABout 6.5 hours after the process started --and about two hours after I had thrown in the towel-- I got an e-mail saying that the disk space had been loaded into WHM. At the same time I got an e-mail asking if I knew the difference between the dashboard and WHM. And something to the effect of "we've been answering all of your tickets, sometimes multiple times," and "we've been trying to answer your tickets since Saturday." OK, enough. These issues had nothing to do with the issues on Saturday. I couldn't get to the dashboard to see the tickets; if the responses weren't coming by e-mail, I didn't see them. When I tried to sign into the dashboard the only response I was getting was "bad password or username," there was no option, that I could see, to request a new password. Tracie had to send me the link before I was able to do that. OF COURSE, had I known that that was an option, I would have done it myself... I tend to try not to be masochistic. And then the final blow, when I requested that my payment be reversed, was being told that it would be refunded within 30 days. That's what I was told, not that it was most likely going to be a couple of days. In the end, Tracie and I acknowledged that the whole thing had been a giant communications c0ck-up from start to finish and Ross P. told me that the refund should only take a couple of days and I felt better, and then I felt bad because I really had wanted your service and ambivalent about having cancelled and there was a whole kumbaya vibe between Tracie and me but still... I shouldn't have been issued a bad password and an empty account, and since I had been, it sure shouldn't have taken almost six hours to fix the account part, and by the time we said our final good-byes, about nine hours had passed during which I felt abused and unappreciated. When I was able to get into the console I could see the responses to my e-mails, most of which were responded to as tickets ONLY and had never reached my inbox. I admit, and have apologized to Tracie for it, that by the end I had become relatively bitchy. It is not my usual state, but in this case I think I had good reason. Trust me, I would never purposefully abuse your VPS, but thank you for the offer ;-) Last edited by railleur; 06-14-2011 at 12:11 AM.
Posted by railleur, 06-14-2011, 12:16 AM
I never suspected secrets or scams, but it seemed pretty disengenuous to be told that it might take as long as 30 days to get my money back when you hadn't provided me with what I had paid for to begin with. I understand that it's a universal part of your ToS, I just thought it could be reversed back into PayPal at that point since it had been hours, not days or months, since I had paid.
Posted by JPC-Tracie, 06-14-2011, 10:09 AM
This was a very confusing issue and not the norm for JaguarPC. We received four separate tickets about this issue and one about the PayPal payment from another email address. All of these tickets ended up having parts of the issue stated in them, which caused a good bit of confusion. We did reply to each one. They automatically go to email as well, but as you said to me earlier, for some reason you did not receive all of them. I also wanted to clarify that I never blamed you for anything. I understand that was your perception and I apologize for that. In the ticket I was working with you on, you did not state what errors you were getting when logging in except "bad password" and we had already tested and verified the password worked. So I just let you know that the cPanel and Dashboard passwords were different - just in case - to cover all bases as this can be a mistake new clients make from time to time. Again, it was not my intent to come across as blaming you for anything.
Posted by railleur, 06-14-2011, 10:57 AM
Yes, you and I had already covered just about everything you have just said, with one exception. The password that I was issued to get into the console absolutely did NOT work. When I was able to see the response to my e-mail ticket, the first response stated that it was the correct pass for WHM, which was not my concern. It got me into WHM but not to the dashboard. I assure you, if it had, a lot of the miscommunication would have been avoided, and since the only thing I knew about the password issue was that it was a "bad password," that was the only thing I could tell you about that. I have no idea what you "verified," but it was not the password that I had been issued, which would have allowed me access to the dashboard and thus communication. If there were duplicates of the same questions or requests, it is because I had not been able to get any responses for several hours and felt that I needed to make the request again. It was my understanding that we had mutually agreed that this was a huge circle of miscommunication and that the issues had been amicably resolved. I am particular that this is not the norm for your company or you wouldn't enjoy the reputation that you have, and I most assuredly would not have sought you out to be my provider. Last edited by railleur; 06-14-2011 at 11:00 AM.
Posted by CyberHostPro, 06-16-2011, 08:25 AM
Hey Sounds like you've had a odd situation, its not often we hear bad things on here about JaguarPC. Give them a chance to get your account fixed and I am sure you'll be happy with their service, if not theirs plenty of other hosts.
Posted by craig joe, 06-16-2011, 09:18 AM
did you mean a "console" here as a "client area" maybe your console login details with the whm's is a different ones. why don't you ask : "hi, what is my "client area" login details" ?
Posted by net, 06-17-2011, 03:05 AM
I guess we can close this then. You can just report this again if you want it re-opened.