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OLM tech support has officially become crap

by ron533 / March 15, 2006 3:00 PM PST

OLM (aka WebAxxs.net) has gone down the drains.
I've been a reseller for 3 years. While I hate to spend the time to move my 15 domains with 5GB of data, their tech support is horrific. All of the 'newbies' on Tier 1 that answer the phones typically have poor training. It is like pulling teeth to get the more senior 'Tier 2' tech support on the line, probably because they are fixing the many bugs in their mish-mosh of 3rd party softwares.

The only good thing about OLM is that at least the support staff are in the USA.

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I second this! OLM is AWFUL!!!!!! BEWARE
by rdbarahona / October 26, 2006 9:27 AM PDT

So their site says "Backups Provided" and "99.9% Uptime Guarantee". Three days ago my site went down. No communication from OLM. So I post a Support Ticket. No response until 12 hours later. They say it's routine maintenance. Will be back in 90 minutes! 8 hours later, still nothing. So I spend another 30 minutes on hold waiting for a techie. Finally one answers and says the server is toast and they're rebuilding, "we're very sorry for the delay."

So now I'm 24 hours with no website. The next day I spend another 30 minutes on hold to find out what is going on. Then comes the bomb. The server is toast and so is all the data. Oh, and there's no backup (if there was one, that's toast too...). What happened to "Backups Provided" and "99.9% Uptime Guarantee". Apparently that is pure marketing. The tech support guys say they aren't required to provide backups. That's an optional pay service.

I can go on and on. All I hope is that millions of people read this and stop using OLM. I hate them I hate them I hate them.

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I couldn't agree with you more. OLM is the worst provider
by sjpenland / November 16, 2006 1:09 PM PST

Beyond the constant downtime of website, lost traffic, 35min to 2 hour hold times to speak with customer support, I just figured out that nameregistrars is the same company as olm. One in the same. So if you are registering your domain names with nameregistrars.com, they will charge you to transfer your domain name to another ISP - from OLM. Very interesting.

I tried to get reimbursed for the downtime (over 50% for 2 months!) and their answer was this...

We do have a Service Level Agreement in the event that we do not meet our 99.95 uptime guarantee (http://olm.net/company-info/sla.html). The maximum accommodation is normally 25% of the monthly hosting fees, however, you are a valued client and we do appreciate your patience. Therefore, we will be extended that to 50% and have also increased your disk space quota to 1400MB and your bandwidth to 25GB, double the quotas you have now.

That's an SLA guarantee???? They gave me more space on their crappy servers????

I'm in the process of transfering everything. Happy

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