I work almost daily with some of the largest dedicated server providers within the SMB and shared-hosting space. Though I often keep this stuff behind the scenes, perhaps a public discourse will nudge the slacker in the right direction while rewarding the company that does a good job. This story is about two server orders: One at ThePlanet and the other at Softlayer. Let's just say, I am still waiting on one to be fulfilled.
Tale of the Good Order(s)
It was Monday August 20th, nothing unusual in New Haven, CT, except that it was about 10 degrees cooler than normal for this time of year. The Pilot Pen Tennis Tourney is in town. Jobs are getting done, and a new server is needed for a client. Around 4:30 PM, I sent an email to our sales rep over at Softlayer. The inquiry was quite simple:
"We need a lowest-cost, entry level server. 1GB of RAM or more and Plesk 30 domain on CentOS 4."
At 4:39 PM, a reply came through requesting confirmation of the server specified. I confirmed at 3:46 PM. By 7:45 PM, we had the new server. QED.
On Wednesday, we had another server order come through, but this time we had a snag. I certainly did not want to get jammed up in some long server ordering snafu. The rain from Tuesday had stopped, which was good because my friend over at Miso had given me two tickets to the Pilot Pen. I'd never been to a professional tennis match, so was looking forward to it. However, I needed to get this order sorted out.
Our client ordered the wrong configuration on the wrong account. So once again, I emailed our trusty rep over at SoftLayer just shortly past noon. Several email exchanges later, the issue was resolved.
Our UK-based client stressed that it was critical we get the new server up and running soon, so their staff could work on it the next morning. The best news I received was from our SL rep:
We will get you fixed up. I do not plan on leaving until we do.
Now, I hear that sort of thing a lot. But with SoftLayer, I actually know it is true.
Tale of the Bad Order
Now, I can't quite remember the details because this process started about 15 days ago. I emailed our rep over at ThePlanet on Aug. 9th. A couple of hours later, I learned we have a new rep telling me that she is able to assist us.
I specifically inquired about a $379 Woodcrest model. Unfortunately, these do not fit -- that is physically do not fit on the private rack. The alternative solution proposed? A $1100/month server or a secondary rack, though the current one is half full? I ask if the $1100/month servers packed full of disk and ram could be provisioned at a lower price point. My rep sends me some potentially good news:
I was just informed of a smaller version we are about to deploy of the Clovertowns. I am trying to get specs on them now from our product managers. As soon as I have those I will send them to you to see if this will work instead.
Now this is promising. This was all before noon on the 9th. Progress is being made.
Fast-forward until the 16th. The client now is pressuring me to get a solution in place. But guess what? I've heard nothing from our rep. So I send another email asking for the fastest servers they have in the $500 range that will fit in the rack.
About 8 hours later, we are sent a list of options. All Xeon 3060's not woodcrest or clovertowns we were wanting. So back to the client to see what to do. Go with the 3060's or look for a way to get faster CPUs.
On Friday the 17th, I send a request for a quote for some Xeon 3060's with specs. I get an estimate back within a few hours. Good.
Monday morning I confirm the order and send it in. I don't hear anything back. On Tuesday 21st, I ask for a confirmation of the order. I don't hear anything. Today I ask again and get a response.
I learn that the order was put into ServerCommand on the 21st. Still not ETA on the server deliver date.
The Conclusion
You can draw your own. I only relate these two tales to show the difference customer support makes when selling a commodity. Servers are commodities. Providing good customer service is what distinguishes one provider from another.
