Topic: Superb Internet Corporation
started by: cr0bar
To: NAS@Unix.Support.SUPERB.NET
Sent: Wednesday, May 17, 2000 12:31 AM
Subject: detonate.net
Give crobar his files.do it
A little context never hurts when writing messages.
Regards,
--
Mark Downton - Technical Support, Superb Internet Corp.
MDownton@SUPERB.NET
Please regard the below as context.>From Detonate.net
Lost Files Posted Monday, May 15, 2000, 8:00 PM by cr0bar All of my news as well as the comments were lost when the good folks at Superb Internet Corporation term'd my account. Don't complain to me--complain to them. I am trying to get them to give me my files from the nightly backups they say that they take, but they told me that the backup server was being "serviced". I've got a mind to do some "servicing" myself. Good news, though....I will be adding the UBB this weekend hopefully.
Downtime Posted Monday, May 15, 2000, 7:56 PM by cr0bar The recent server downtime was due to the web host terminating my account. Without warning. Well after I had paid for an extra month of service.
While I remember the login name I don't remember the circumstances but I will say this. If someone has their account terminated it is because they either violated their service agreement or used fraudulent means to pay for their account. In either case we simply delete the account and that is the end of our relationship with this individual. Rather than asking for backups of their files they should be asking themselves about their own methods.
Regards,
--
Mark Downton - Technical Support, Superb Internet Corp.
MDownton@SUPERB.NET
Stunning, eh? I'd love to pull a "Safe-Audit" and get hundreds of people sending e-mail to Superb....
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"Everyone's favorite implement for any task"
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I'm having to rant at DPT (http://www.dpt.com) myself, a company very few people here have to deal with. To make a long story short, the firmware for their hardware has traditionally sucked ass in many ways. I've sent them furious e-mails berating their screw-ups. When they try to ignore me, I shamelessly leverage support from my employer to demand action. I think they've gotten to know and fear me quite well by now...
At least these Superb fuckers are doing everything they can to get back on your good side. For anyone who says you're hiding behind your fans, I say you've got the right to play every card you've got. You're one man facing down an entire company here.
Good luck getting your files back.
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"Welcome to my Neon Dream."
cr0: You need to move everything over to geocities and have them host it.
Hellraiser is a genius. =)
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< www.slapmahfro.net >
ya know ya wanna slap it ...
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"Everyone's favorite implement for any task"
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Yes, someone on our end screwed up. Detonate.net site expired on April 12. Cr0bar extended it for another month. Someone indicated to Cr0bar that the new expiry date was May 25. However, that same person did not do the same on the billing record but added one month to April 12 to make it May 12 as the new expiry date.
So the account was mistakenly closed on May 12.
Backup: Believe or not, we spent somewhere between 60 to 70 grants on Unisol software and Cybernetics backup system and we couldn't get them to work. We had already sent back the tape tower system and received a new one. Now they want us to pay big money for them to come to our NOC and install the thing. We will end up having to do that. Backups are really critical for us and we are learning a lot of hard lessons why.
What else can I say? I apologize once again on behalf of Superb Internet for the mistake. If you would like credit for the month that you extended, e-mail me and let me know the form you would like (post back to your credit card ?).
Sincerely,
Lu
lvo@superb.net
[This message has been edited by lu (edited May 18, 2000).]
I can come across more abraisive than I actually am. Being cantankerous is part of my image sometimes...it has served me well at times.
But....sounds like Superb is having their share of problems too. I'm more than willing to give them the benefit of the doubt, especially since lu took the time to come here and say his piece.
It will be disappointing for those of you who like to hear me get up and rant, but:
No hard feelings. I would like a credit for the 13 or so days that got cut short, however!
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"Everyone's favorite implement for any task"
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Veistran
I have no room to park my tanks.
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~Anztac (formerly kriegman)
"I am easily driven into a flying rage by blithering idiots"
-cr0bar [The god of this domain]
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Cheers
--Rob
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~Anztac
(formerly kriegman)
"I am easily driven into a flying rage by blithering idiots"
-cr0bar [The god of this domain]
"It is known that there are an infinite number of worlds, simply because there is an infinite amount of space for them to be in. However, not every one of them is inhabited. Therefore, there must be a finite number of inhabited worlds. Any finite number divided by infinity is as near to nothing as makes no odds, so the average population of all the planets in the Universe can be said to be zero. From this it follows that the population of the whole Universe is also zero, and that any people you may meet from time to time are merely the products of a deranged imagination."
-"The Restaurant at the End of the Universe", Douglas Adams
If you claim you have 99.99\% uptime and daily-backups, you better darn well have them. I don't care what it costs, if those are features you offer, offer them for christ's sake.
These sound like problems that should have been worked out BEFORE you began offering hosting services.
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< www.slapmahfro.net >
ya know ya wanna slap it ...
I was reading everyone's applause for Lu and all that shit. While apologies are nice, they don't fix fuck ups!!
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jim
< Brews and Cues >
quote:
Originally posted by jim:
Thank god eng!!!I was reading everyone's applause for Lu and all that shit. While apologies are nice, they don't fix fuck ups!!
Yeah, give cr0bar double his money back, or we'll hax0r your site. :-P~~~~~~
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quote:
Think about how stupid the average human being is, and then realize half of them are dumber than that.
George CarlinI only know of 2 infinite things, the universe and human stupidity, I'm not certainabout ther universe though.
Albert Einstien
[This message has been edited by The Only (edited May 19, 2000).]
Truly fair compensation would be to calculate a lower rate based on NOT having a weekly backup, calculate the difference over time, and pay that off to cr0 and all their other customers, then also redeem cr0 his one month bill. That's the least these clowns could do.
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"Everyone's favorite implement for any task"
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We are also at the whims of others. Before it was terrible backbone providers now it is backup system manufacturers.
Cr0, as I write this, credit of ษ = 1 month is being posted back to your credit card. While this does nothing to recover your data, it shows we are sincere.
Well, after reading your forum, I've acquired the experience to write effective letters to whomever in order to get our backup system working.
Thanks.
Lu
lvo@superb.net
[This message has been edited by lu (edited May 19, 2000).]
This doesn't excuse thm selling services they cant follow up on. I had a similar situation with affinity.net hosting - Tjeir billing system fucked up, deleted my account (without warning), then I called and they fixed it, and I asked for backups to be restored - and umm, oops, they dont ummm, have them. Sorry! (&*\%(&((*(* - ok, Im done now. Just be careful who you host with and always go for the Tier 1 provider. (is Superb Tier 1?)
BTW: cr0bar is the man and first posters can blow me.
;-)
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Congrats - yo have been blssed by Matt.
I mean, come on guys, what do you want him to do. You can get mad at Superb, but you can't fight with the poor fellow. It's not his fault that his stuff sucks, he's done the best he can, Are any of you gusy smart enough to think of yourself in his shoes? What can you do? You have a hax0r robot army against you, All that Mr. Lu can do is offer the refund. I say that Lu's the Man, someday one of you might be in a situation similar, and all you will be able to say to yourself is, "What woud Lu Do?" So I reiterate my props to Lu, and offer Props also to Cr0bar for being the Super Spice Boss in dealing with the situation.
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Like a flash I'm out-
-Proteus
quote:
Originally posted by lu:
Ouch! I knew I would get a bashing wandering into this neighborhood.
Damn right you're gonna get bashed. You screwed up, plain and simple. While it's nice to know what/how things went wrong it doesn't excuse you. If your new big fancy backups didn't work you should have had something in it's place. You should always upgrade BEFORE you absolutely have to.
You have no one to blame but yourselfs and our wraith is warrented.
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< www.slapmahfro.net >
ya know ya wanna slap it ...
He is at least trying to apologize. Let him.
He is not an idiot. ISP work is tough. Sometimes people mess up. Sometimes configurations are wrong. And yes, sometimes IT guys can be assholes...imagine that.
Cr0 already gives them no more money. That is the worst thing that could happen to them. They lost a customer...for good.
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fillin ditches with snitches
http://www.khnemu.com
have an oreo.
of a < Penny Arcade > cartoon
"I will click you and claim my prize" ... LOL
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< www.slapmahfro.net >
ya know ya wanna slap it ...
Kyle
in the DAMN...INTERNET...THINGY War of the Amino Acids
Lysine
If he bought hardware from a manufacturer for the purpose of backups, and that hardware didn't work, I'm sure that he would be getting in touch with them. Crobar's site or anyone elses site isn't going to make the big companies work any faster on solving a non-peering ISP's backup issues. Hell its hard enough to get big companies on site for installation of an entire network let alone a simple backup tower.
Cr0bar's not being backed up was simply victimization by circumstance... so that leaves us in the place of where the wrongdoing was. It was in the account deletion... its that simple.. And Cr0bar has been refunded for the days that he was down because of that deletion. Given that I think Lu did the right thing, and I respect him for that.
I think these days, in general, a lot of people are out with the rope to lynch, but don't have the slightest clues about the reasons for the circumstances that transpired. And about 80\% of that same lot of lynch-mob wouldn't have a clue what most of those reasons meant even if they did know them.
Perhaps those of you who are so willing to lynch Lu in this form should attempt to setup a real ISP. Then maybe you would understand the dynamic required to run one, not to mention understand the level of catastrophe that most of them go through at least weekly.
He isn't even in a decent position to hold his own. He's caught between peering providers and users who are JUST AS RESPONSIBLE for keeping thier own backups of thier sites as the provider is. Don't kid yourselves. If you want to be sure your data is completely safe, the only way to do it is to back it up yourself.
Instead of saying "we apologize and are looking into it."
we get the following:
"While I remember the login name I don't remember the circumstances but I will say this. If someone has their account terminated it is because they either violated their service agreement or used fraudulent means to pay for their account. In either case we simply delete the account and that is the end of our relationship with this individual. Rather than asking for backups of their files they should be asking themselves about their own methods."
That, by itself, tells me they did not care too much until emails came through.
However making the amends does help. Offering to take Cr0 back with 6 months free service would be better. A better way to get a customer back for sure. A way to see if the relationship can be salvaged. But they gave him is $$ and said sorry. "read: now you cant sue for services not rendered. Dont come back, hear?"
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The day will come when Thor will rub the 1000 years of sleep from his eyes, lift his hammer, and crush the Gothic Cathedrals.
www.khnemu.com
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My computer is made by the Slinky company, is that a bad thing?
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aventari
"witty one-liner"
If their server went down, would the site be "detonated"? 
Mini-me, stop humping the "laser" !
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-- incubus
As I chase the leaves like the words I never find ...
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~Anztac - The guy who had the really long sig (formerly Kriegman)
"I am easily driven into a flying rage by blithering idiots"
-cr0bar [The god of this domain]