Slow setup process and no contact info

Just signed up for my first linode and I'm not very impressed with the signup process - it would be nice if you could automate it more.

I've paid, the node was available, so why am I kept waiting?

Taking the money and then seemingly doing nothing isn't the greatest way to greet your new customers.

When I buy a server (dedicated, virtual, or shared) elsewhere I am used to having instant activation and instant access. If I need a server I need it now, not in 48 hours. Sorry if this seems impatient, it's just the way it is.

The lack of contact info isn't great either, and the support desk doesn't allow access until the account is activated so I feel like I'm in a black hole. Paid my money but nowhere to go.

Can anyone here activate my account? (Invoice Number: 45120) Thanks!

5 Replies

@chrisnolan:

Just signed up for my first linode and I'm not very impressed with the signup process - it would be nice if you could automate it more.

I've paid, the node was available, so why am I kept waiting?

Taking the money and then seemingly doing nothing isn't the greatest way to greet your new customers.

When I buy a server (dedicated, virtual, or shared) elsewhere I am used to having instant activation and instant access. If I need a server I need it now, not in 48 hours. Sorry if this seems impatient, it's just the way it is.

The lack of contact info isn't great either, and the support desk doesn't allow access until the account is activated so I feel like I'm in a black hole. Paid my money but nowhere to go.

Can anyone here activate my account? (Invoice Number: 45120) Thanks!

The bottom of every single non-forum page has both a phone number and an email contact link to linode workers.

I'm willing to bet that virtually nowhere has "instant" activation. Activation might not take long, but it would be unwise for a shop to not have a human look at an application before assigning a server. I don't think I'd want to host with a service that didn't do some rudimentary sanity checks, anyway.

The linode workers are currently at a conference, so support might take a little extra time this week, but rest assured that response is normally almost instantaneous. You might try logging into the IRC channel (also mentioned in the footer of all pages) and asking around. If the workers aren't otherwise detained (sleeping, meetings, eating, etc) they are always there.

Welcome to linode. You'll enjoy your stay.

http://www.omnux.com

Thanks, I hadn't spotted the contact numbers - I was looking elsewhere.

My linode is activated now so I have no complaints it was just a comment really. With other servers (ev1servers I have in mind specifically) I have experienced instant activation and extra security checks are completed afterwards.

Either way, it would just be nice to remove that feeling of being "abandoned" when a customer has paid and not yet been activated - maybe the receipt email could explain the process a little.

Linode Staff

Hello Chris,

From what I see in our records, your account was activated 40 minutes after you signed up, and the activation email was sent at the same time.

If there's anything else we can do for you, please let us know.

Regards,

-Chris

Thanks Chris, everything is great!

As I said, it is just a little unnerving that one feels abandoned after payment is taken - a little word in the email saying that you are completing some checks before activating the server and this should take less than x hours would be welcome :)

Cheers, I am looking forward to playing with my linode!

Chris

Linode Staff

Thanks for your comments. Welcome to Linode :)

-Chris

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