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Crying in Forum Gets Results, Silver-level AWS Premium Support Doesn't
Posted by: trtrax
Posted on: Apr 22, 2011 3:43 PM
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This question is not answered. Helpful answers available: 2. Correct answers available: 1.
I logged our issue with Silver-level AWS Premium Support in the wee hours of the morning on the 21st. Since that time I have gotten recaps of the amazon status page in regular 12 hour intervals. (WOW)

However, reading in the forums I see stuff like this https://forums.aws.amazon.com/message.jspa?messageID=240757. Don't get me wrong I'm very happy that you are fixing his instances, leaving him phone messages and showing some level of support. But one question, WHY AM I PAYING FOR PREMIUM SUPPORT?! Looks like the laugh is on me and my business' expense account.

Maybe after more than 36 hours of canned, "Look at the amazon status page" (really? that never crossed my mind, I've just been reading the front page of yahoo's tech news to get my updates) I can get some support!

Oh, does it help if I say I'm going to Rackspace after this embarrassment to our business? I know, I know I wasn't prepared for a whole datacenter / region to go down, shame on me.

Instance ID i-1b069470 and i-5b3ce531.

Thanks
Permlink Replies: 12 | Pages: 1 - Last Post: Apr 22, 2011 6:55 PM by: trtrax
Replies
Re: Crying in Forum Gets Results, Silver-level AWS Premium Support Doesn't
Posted by: Luke@AWS
Posted on: Apr 22, 2011 4:07 PM
in response to: trtrax in response to: trtrax
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trtrax,

I'm sorry we haven't been able to go over your specific case in full detail, if you have the case handy I can have someone take a look in more detail.

We have an extremely large number of premium support cases and a lot have received canned replies if we noticed they are affected. The best we can do to respond to as many customers in those cases is to provide the "canned response" outlining the latest updates and any tips we may have for those affected.

I just happened the cruise the forums while I was heading out for the day and saw the thread you mentioned and yours just as I was just about to sign off for the day so I responded. I'll make sure someone checks for an update here once you post the case ID.
Re: Crying in Forum Gets Results, Silver-level AWS Premium Support Doesn't
Posted by: trtrax
Posted on: Apr 22, 2011 4:20 PM
in response to: Luke@AWS in response to: Luke@AWS
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Hi Luke,

Here are our case numbers. Thanks!

Case Number: 34803561 and Case Number: 34801191
Re: Crying in Forum Gets Results, Silver-level AWS Premium Support Doesn't
Posted by: user528491
Posted on: Apr 22, 2011 4:37 PM
in response to: trtrax in response to: trtrax
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As with so much else in life, all is politics.
Re: Crying in Forum Gets Results, Silver-level AWS Premium Support Doesn't
Posted by: nrforum
Posted on: Apr 22, 2011 4:43 PM
in response to: user528491 in response to: user528491
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  • cough *

WTF

Edited by: nrforum on Apr 22, 2011 4:43 PM
Re: Crying in Forum Gets Results, Silver-level AWS Premium Support Doesn't
Posted by: user528491
Posted on: Apr 22, 2011 4:44 PM
in response to: nrforum in response to: nrforum
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I just meant when formal structure breaks down people have to resort to humor and crying tactics to get attention in order to get stuff done while those that wait patiently in line are left out of the loop.
Re: Crying in Forum Gets Results, Silver-level AWS Premium Support Doesn't
Posted by: orca50
Posted on: Apr 22, 2011 5:54 PM
in response to: trtrax in response to: trtrax
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I couldn't agree more. I just detailed the very case you referenced. I had even written a private message to "luke" requesting help. Now again I see he has responded to you, I am happy for you, but why do I continue to get ignored?

I have been understanding and patient and followed all the recommendations and procedures and 32 hours later my volume vol-1cb7fd74 is STILL EFFING STUCK!!!!!!!!!!!!

SO NOW I GUESS I WILL RESORT TO CHILDISH SCREAMING AND YELLING AND INCESSANT COMPLAINING AND MAYBE MY SQUEAKY WHEEL WILL GET SOME ATTENTION.

WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!WTF!!!!!!!!!!

FIX MY G****mN M**** F***** DRIVE!!!!!!!!!!
THERE HAVE I YOUR ATTENTION NOW!?????????? F-ME!!!!!!!!!!!!!

Edited by: orca50 on Apr 22, 2011 9:07 PM
Re: Crying in Forum Gets Results, Silver-level AWS Premium Support Doesn't
Posted by: trogdoro
Posted on: Apr 22, 2011 5:54 PM
in response to: user528491 in response to: user528491
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For what it's worth I've been both making an utter nuisance out of myself in the forums and paying for silver premium support and I've gotten jack squat regarding fixing my problem. Instance f*ed for 38 hours and no help. Un. Be. Lievable.
Re: Crying in Forum Gets Results, Silver-level AWS Premium Support Doesn't
Posted by: orca50
Posted on: Apr 22, 2011 6:08 PM
in response to: trogdoro in response to: trogdoro
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Have you endured the pleasure of watching a replier to your request receive assistance while you are ignored?

Edited by: orca50 on Apr 22, 2011 9:09 PM
Re: Crying in Forum Gets Results, Silver-level AWS Premium Support Doesn't
Posted by: clayfouts
Posted on: Apr 22, 2011 6:13 PM
in response to: trtrax in response to: trtrax
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If you are feeling inclined to upgrade to Gold to see if that merits more attention (to an issue that their own status updates specifically state should be fixed at this point), don't count on it.
Re: Crying in Forum Gets Results, Silver-level AWS Premium Support Doesn't
Posted by: pixspree
Posted on: Apr 22, 2011 6:18 PM
in response to: orca50 in response to: orca50
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For what it's worth, my instance was stopped. That doesn't mean I can do anything with it. I am just as stuck as you are, even with my humourings that are linked above.

I think the difference could be simply that I rebuilt our entire infrastructure ( 8 custom servers from scratch ) on a competitor between 12 pm last night and 12 am this morning. My suggestion is; if you can, take it into your own hands. If you can't, well then I digress to the recovery argument that is all too prevelent in these forums today.

Yes this sucks, but that's life... put on some Jovi, and try to make the best of it... Cause your cowboy, and on a dark horse you ride. Wanted, dead or alive.
Re: Crying in Forum Gets Results, Silver-level AWS Premium Support Doesn't
Posted by: orca50
Posted on: Apr 22, 2011 6:24 PM
in response to: pixspree in response to: pixspree
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No thank you. I prefer to remain here "Sitting in my Low Room" ~ Bauhaus.

What drives me nuts is I could have restored from a 3 day old snapshot had I known this was going to last this long. I would have had to re-create a weeks worth of work but at least I would be back up.

Mine is a dev instance and was hoping to avoid working this week over again.
Re: Crying in Forum Gets Results, Silver-level AWS Premium Support Doesn't
Posted by: trtrax
Posted on: Apr 22, 2011 6:55 PM
in response to: orca50 in response to: orca50
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OMG orca50 that was some seriously funny squeaky wheel ranting. My posting was worth it just to hear that rant.

Well squeaky wheel gets the grease but not even grease will get my instances running again. My cases have been updated with a more personal touch of we are working on it as quickly and safely as possible. I'm thinking at this point that until the AWS status page is green my instances are just dead.

We had to take action and rebuild several sites before 7:00am today but had to painfully tell our customers that we were missing 24hrs of data because our backups were about to run right before the instances went down. (yeah, time for new contingency plans and redundancy strategy) We, also had several customers that said we will wait for Amazon because we don't want to even lose a days worth of data.

Oh and PLEASE!!! tell me that our EBS drives are not going to be in that .0000000000001 failure rate of S3.

Well if anything at least I've learned how to sleep like a cat and live on only 2 hours of sleep a day. BENEFITS!!