Comment Another horror story! (Score 1) 429
Here's My account of a recent still ongoing experience with Eracks
I ordered two 1U servers servers from Eracks on 9/6/05 and paid with a
credit card. I received a order confirmation within a few minutes.
Seven Days later on the 13th I had still had not heard from Eracks or received the equipment. I made email
and inquiries and then went to the website to look for the phone number for Eracks. The phone number
was not on the website only the Fax number and support email addresses. A couple of whois queries later
I had a phone number and placed the first of Many calls to Eracks. This time I only got to leave voicemail
as there was no response.
On the 14th there was still no response to my emails of voicemail messages so I got on the phone and got
a person this time. This person "Fred" was farmiliar with my order and confirmed that the servers would
ship at the end of the week or early the following week on or around the 16th or 19th and that I could
expect tracking numbers via email when they shipped.
Sept 19th no tracking numbers so I called again to see what was going on. Fred was now telling me that
there was a problem with the motherboards on the systems I ordered and that they needed to be replaced.
I could expect the servers to ship on the 21st.
Sept 21st Hooray tracking numbers! Shipper says that I should expect shipment around the 23rd.
Sept 23rd thru Sept 26th No shipment
Sept 26th No shipment On this day I call DHL to figure out where the shipment is. DHL tells me that the
shipment was never received on the sender end and that I will not be receiving shipment on those tracking
numbers.
Calls into Eracks that morning were met with confusion and requests to call back later when the
"shipping guys were in" Fred was also unavailable.
Later that day I did receive a call from Fred and he explained that there was a mixup on their end and
that the servers did not ship as scheduled on the 21st. There were some vague references to lengthy
burn in testing and other factors that delayed shipment. My inquiries as to why these details took a week
uncover and communicate with me were met with silence. Fred promises to ship the servers next day on the
28th.
Sept 28th servers ship according to UPS tracking information.
Sept 29th Both servers arrived, after unboxing the servers servers I proceeded to attach the rackmount
brackets to the case on the first server. They did not fit! I took some digital picures of the
cases and the brackets and emailed these to Eracks hoping for some new rackmount brackets with a hole
pattern that matched the cases they sent me. I was issued a case number by the support system.
Sept 29th I started a destructive read write test on the disks on the first system. This was in response
to the shipping schock sensors being tripped.
Sept 30th thru Oct 3rd no response on rackmount bracket problem. In fact I never heard from Eracks
support on this issue.
Oct 3rd System 1 built for customer and deployed. I had to eat the cost of some rack mount shelves for the
customer because of useless rack mount brackets shipped with the servers.
Oct 4th thru Oct 10th no response on rackmount bracket problem.
Oct 11th System fails midmorning. Subsequent investigation shows a probable disk controller or disk failure.
Oct 11th 8:45 am Email to support@eracks.com and Fred outlining problem and requesting callback
Oct 12th 9:30 am voicemail live personnel not available left at Eracks same information as above.
Oct 12th 10:30 am call attempt voicemail system again.
Oct 12th 4:00pm call reaches Fred. I explain the situation, my unhappiness with the systems and
the complete lack of support . I explain that I will be returning both systems as I have already
secured and installed replacements for my customer and cannot afford to spend any more time dealing
with the systems from ercaks. At this point Fred promises to email me an RMA numbers so he can
process the return. He also mentions that there will be a %15 restocking fee for the return.
When I inquire where this fee has come from he says that the return policy is on the website.
Subsequent investigation does indeed reveal that there is a Return policy on the website.
This return policy however is not part of the purchase process and is actually quite
difficult to find even when looking for it.
Oct 13th thru Oct 16th No RMA numbers
Oct 17th RMA request form arrives. Not the RMA numbers but a form asking for all the information
that Eracks is already in possession of so they can create RMA numbers
.
Oct 18th I ship the servers back to Eracks at my expense UPS ground.
Oct 20th I get an email from Fred that my servers have arrived and that they will be inspected for damage
before a credit to my account is issued.
Oct 21th thru Nov 13th No Contact from Eracks , No credit issued.
Nov 14th Fred sends me an email saying that there was nothing wrong with the servers and that the rackmount
kits worked fine.
(I guess if you mount the systems at the 30 degree angle needed for the brackets to work the disks start working again)
Fred also tells me again that he is going to take a 15% restocking fee plus shipping costs out of the credit.
Nov 23rd No credit has hit my account yet so I fax and snail mail a "Demand for Payment" letter to try and
shake things up a bit.
Nov 23rd I get an email response from Fred that the credit has been issued and that if should be showing
up in my account.
Dec 12th Still no credit from Eracks. I have managed to extract some satisfaction from my bank in the form
of a partial chargeback but at the moment the issue is still unresolved.
I ordered two 1U servers servers from Eracks on 9/6/05 and paid with a
credit card. I received a order confirmation within a few minutes.
Seven Days later on the 13th I had still had not heard from Eracks or received the equipment. I made email
and inquiries and then went to the website to look for the phone number for Eracks. The phone number
was not on the website only the Fax number and support email addresses. A couple of whois queries later
I had a phone number and placed the first of Many calls to Eracks. This time I only got to leave voicemail
as there was no response.
On the 14th there was still no response to my emails of voicemail messages so I got on the phone and got
a person this time. This person "Fred" was farmiliar with my order and confirmed that the servers would
ship at the end of the week or early the following week on or around the 16th or 19th and that I could
expect tracking numbers via email when they shipped.
Sept 19th no tracking numbers so I called again to see what was going on. Fred was now telling me that
there was a problem with the motherboards on the systems I ordered and that they needed to be replaced.
I could expect the servers to ship on the 21st.
Sept 21st Hooray tracking numbers! Shipper says that I should expect shipment around the 23rd.
Sept 23rd thru Sept 26th No shipment
Sept 26th No shipment On this day I call DHL to figure out where the shipment is. DHL tells me that the
shipment was never received on the sender end and that I will not be receiving shipment on those tracking
numbers.
Calls into Eracks that morning were met with confusion and requests to call back later when the
"shipping guys were in" Fred was also unavailable.
Later that day I did receive a call from Fred and he explained that there was a mixup on their end and
that the servers did not ship as scheduled on the 21st. There were some vague references to lengthy
burn in testing and other factors that delayed shipment. My inquiries as to why these details took a week
uncover and communicate with me were met with silence. Fred promises to ship the servers next day on the
28th.
Sept 28th servers ship according to UPS tracking information.
Sept 29th Both servers arrived, after unboxing the servers servers I proceeded to attach the rackmount
brackets to the case on the first server. They did not fit! I took some digital picures of the
cases and the brackets and emailed these to Eracks hoping for some new rackmount brackets with a hole
pattern that matched the cases they sent me. I was issued a case number by the support system.
Sept 29th I started a destructive read write test on the disks on the first system. This was in response
to the shipping schock sensors being tripped.
Sept 30th thru Oct 3rd no response on rackmount bracket problem. In fact I never heard from Eracks
support on this issue.
Oct 3rd System 1 built for customer and deployed. I had to eat the cost of some rack mount shelves for the
customer because of useless rack mount brackets shipped with the servers.
Oct 4th thru Oct 10th no response on rackmount bracket problem.
Oct 11th System fails midmorning. Subsequent investigation shows a probable disk controller or disk failure.
Oct 11th 8:45 am Email to support@eracks.com and Fred outlining problem and requesting callback
Oct 12th 9:30 am voicemail live personnel not available left at Eracks same information as above.
Oct 12th 10:30 am call attempt voicemail system again.
Oct 12th 4:00pm call reaches Fred. I explain the situation, my unhappiness with the systems and
the complete lack of support . I explain that I will be returning both systems as I have already
secured and installed replacements for my customer and cannot afford to spend any more time dealing
with the systems from ercaks. At this point Fred promises to email me an RMA numbers so he can
process the return. He also mentions that there will be a %15 restocking fee for the return.
When I inquire where this fee has come from he says that the return policy is on the website.
Subsequent investigation does indeed reveal that there is a Return policy on the website.
This return policy however is not part of the purchase process and is actually quite
difficult to find even when looking for it.
Oct 13th thru Oct 16th No RMA numbers
Oct 17th RMA request form arrives. Not the RMA numbers but a form asking for all the information
that Eracks is already in possession of so they can create RMA numbers
.
Oct 18th I ship the servers back to Eracks at my expense UPS ground.
Oct 20th I get an email from Fred that my servers have arrived and that they will be inspected for damage
before a credit to my account is issued.
Oct 21th thru Nov 13th No Contact from Eracks , No credit issued.
Nov 14th Fred sends me an email saying that there was nothing wrong with the servers and that the rackmount
kits worked fine.
(I guess if you mount the systems at the 30 degree angle needed for the brackets to work the disks start working again)
Fred also tells me again that he is going to take a 15% restocking fee plus shipping costs out of the credit.
Nov 23rd No credit has hit my account yet so I fax and snail mail a "Demand for Payment" letter to try and
shake things up a bit.
Nov 23rd I get an email response from Fred that the credit has been issued and that if should be showing
up in my account.
Dec 12th Still no credit from Eracks. I have managed to extract some satisfaction from my bank in the form
of a partial chargeback but at the moment the issue is still unresolved.
