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Thread: My experience with Shinjiru

  1. #1
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    Thumbs down My experience with Shinjiru

    Some disclaimer:
    Basically I don't hate them for every absolutely lousy hosting/support they provide, cause I blamed myself for being a cheapo and buy on impulse. I regretted making that decision, 500RM+ worth of damage. I hope by posting here, I can help those who are doing their research on webhosting in Malaysia.

    Summary:
    Shinjiru sucks donkey balls.

    The longer explaination:

    Their uptime:
    From (started tracking downtime) 10/28/2010 to 03/10/2011 - Uptime is 99.01%, I have 145 downtimes, totaled to 1d 7h 25m 22s.

    The best:
    Only during the month of January I have 99.8% uptime.

    The worst:
    February, 98.11% uptime, 77 downtimes totaled to 12h 39m 49s.

    The most current:
    1st march till 10th march - uptime 96.75%, 19 downtimes totaled to 7h 19m 52s.

    Their support:

    The worst part is their support, it's really a nightmare for me, srsly. I started noticing the high downtime and submitted a ticket on Dec 7.

    They have no initiative to investigate in depth for the root of the problem. Their first reply was merely copying summary from 'top' cmd in shell terminal, claiming server was healthy for 22 days.

    I reply telling them that I can't access my sites and downforeveryoneorjustme.com reflected the situation also. Now they asked for a 'report' so they can investigate. I pasted info from pingdom.com. Their reply is

    The up time tools that you are using is internationl one, will detect any routing issue or network issue, from inernational network to our shinjiru network, the tools will detect after is no reseponse from the server in seconds time,
    Now I have to reassure them that I'm also unable to access the site LOCALLY, now you would have expected them to fix it, WRONG! they pasted their 'top' summary AGAIN.

    I got pissed off at this point, and I realise they really don't care. (11 Dec)

    On 18 Dec, I've got alert from pingdom, and I've check locally that the site is inaccessible from my end. I revived the ticket again asking for advise. And they gave me a really retarded reply.

    ME:
    Posted On: 18 Dec 2010 01:12 AM
    My host is down. Please advise.
    SHINJIRU:
    Posted On: 18 Dec 2010 02:43 AM
    I'm able to view the website fine here. Please have a check again and let us know the outcome.
    They checked the site 1.5 hrs later and do nth since it's up. CLEVER.

    So from Dec all the way till Feb it's been a repeating of my complaining host is down and them either provide a TOP summary or to check the site few hours later and say it's up.

    Until I got this email from Google AdSense on Feb14

    Hello XXXXXXXX,

    Thank you for your interest in Google AdSense. Unfortunately, after
    reviewing your application, we're unable to accept you into Google
    AdSense at this time.

    We did not approve your application for the reasons listed below.

    Issues:

    - Difficult site navigation

    ---------------------

    Further detail:

    Difficult site navigation: While reviewing your site, we found that it
    was down. Google ads may not be published on a site that is not fully
    launched, functioning, or easily navigable. Once your site is
    functioning and has enough content for our specialists to review, we
    will be happy to reconsider your application. If there is a typo in the
    URL submitted, you can resubmit your application with the correct site
    by following the directions below.
    On 15 Feb they FINALLY realise there's problem with their host.

    Dear Lee,

    I apologize for the inconvenience caused. If the Google Adsense has reported with that cause, then I'm afraid it might be true that they were unable to browse the website. I have checked with the DNS, but found no irregularities. The server itself is fine and no one else complained also. We are quite puzzled by it as well. If I may suggest, would you prefer to move your account to a different server to see whether it got improvement or not.

    Hope to hear from you soon.
    IM LEONG, NOT LEE.

    Now they start to get serious about it. They offer to migrate me to another server, but when I ask if they can guarantee if migration will truly solve my problem, they just keep quiet and only ask me if I'll like to migrate.

    18 Feb, they discover one user is abusing the system with live video streaming. (oh, finally)

    23 Feb, while preparing to migrate, they replied this:

    Migration has been canceled. We have concluded that the issue was due to backup utilizing the cpu resources. We have temporary disabled the backup so your site should function normal.

    There are no reason why we should migrate you to another server since all our linux server are using the same backup procedure and at the same time, we do have people complaining about the same issue.

    We are going to re-structure the whole backup process, so for the time being backup function (server wide) is disabled, however you can still make your own backup by logging into cpanel.

    Please let us know if you need further explaination.
    Long story till now, but still not the end like you would have expected. From 24 Feb onwards, I would expect uptime to be back to normal, at least 99.5%.

    BUT!

    From 24 Feb to March 10 - 97.59% uptime, 24 downtimes totaled to 8h 19m 52s.

    I asked for their promised uptime, they say 99.5%.
    I asked if they would compensate to uphold their promise, they kept quiet.
    I asked again for compensation, they totally kept quiet.

    3 mths already, no fix, only to piss me off for that period.
    -----------------------------------------------------------------------------------------

    Another problem I have is their FTP. It'll kick me out of the server and refuse connections for few hours when I need to upload large amt of files.

    24 Dec, I filed a ticket and they replied:

    As we can see here & found that you having a slow connection to our server.
    Our advice is try to get a better connection your location. As far that only we can advice.
    Thanks har, I'm in SG, and SG BB is much faster than Malaysia's TMNET. Even my Mobile BB download and upload few time faster then TMNET. What better connection can I get srsly?

    After a lot of bla bla bla`ing with them, of cause as usual, not doing their work, claiming no problem on their side.

    Only till 31 Dec they replied this:

    we have whitelist your IP in server firewall. kindly check again to see if you still face problem accessing or uploading to the server.
    And this

    I apologize for not able to detect the root cause at the first glance. The firewall is an extra protection for our hosting server to safe-guard against possible hacker from brute-force or password-guessing our customer's account.
    Their solution? I have to provide IP for them to whitelist, and they are usually a few hours late to do so. The amount of hours wasted...

    The solution was good for a while until 28 Feb, the problem is back to haunt me again. As usual, claiming no problem on their end. until 28 Feb, they admitted the problem:

    We have reconfigured the firewall and lower down the filtering level. We have tested well using connections from JB (streamyx) and also using SG connection (TATA communication) and we are able to FTP without problem.

    Please try again now. Let us know if the problem still occurred.
    Finally it's working as normal.

    So far these are the experience i had with Shinjiru.

    Moving forward, I will

    • Not be so cheapo
    • Do my homework before signing up a hosting plan
    • Not continue with Shinjiru
    • Encourage people not to use Shinjiru


    Now I'll need some help from fellow members of this forum, my questions is:

    Is there any Local MY Webhost that is responsible, supportive and reliable?

  2. #2
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    Hi Mr. Leong,

    First of all, we would like to apologize on your case and we would admit that your issues were badly handled back then. Sorry for all the inconveniences caused during your subscription period with us.

    For your information, your case is highlighted to the top management of Shinjiru already. Currently,we are working on this case and we assure that we will do all we can to resolve your issues at the same time make sure that it will not happen again.
    We would love to show our sincerity by thinking from the customers' point of view as well as to prove on our reliability of service once again. Our person-in-charge will be contacting you soon and we hope to hear from you again. Thanks for all the feedbacks as it brings us one step forward for better achievement within the industry.

  3. #3
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    Look, I appreciate you creating an account to tell me that you are sorry and bla bla bla, but seriously you don't need to. I've already given up all hope on Shinjiru.

    From the time I posted till now, there's 4 downtime totaled to 3h 5m. I no longer wish to submit any ticket regarding this matter cause it's wasting my time and effort.

    I've moved all development job back to local, I no longer need you host and I don't want to waste any more of my precious time (ok i lied, im wasting my time right now).

    Anyway, please don't take these seriously, I doubt it will be useful. If my 3 months worth of feedbacks on your ticketing system have done nothing to made Shinjiru a better company, I doubt this thread will do the job.

    My advise to you:
    Stop making empty promises. Talk is CHEAP. If you have noticed, I've repeatedly mentioned my lack of tolerant for empty promises. The last thing I wish to hear from you is thing like

    we assure that we will do all we can to resolve your issues at the same time make sure that it will not happen again.
    We would love to show our sincerity by thinking from the customers' point of view as well as to prove on our reliability of service once again.
    End of the day, thanks for your effort for replying.

  4. #4
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    Was wasting more of my own time reading other threads on shinjiru, and i found this:

    paid-hosting-discussion-forum/7355-shinjiru-com-my.html#post76684 (cant post link....)

    traxport (representing shinjiru as of 23-6-2008 03:44 pm)

    You are right. That is 2 years ago and we do not sell unlimited bandwidth account anymore.

    Shinjiru Web Hosting
    nnoooononnononononooooo.... I'm using your Premium Linux Hosting plan:

    Web space - unlimited
    Bandwidth - unmetered

    Talking about empty promises...

  5. #5
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    Dear Leong,

    As mentioned on the last post, your issue has been highlighted to our top management and pleased that we are manage to come back to you in resolving this case.

    Up until today, I believe that our person-in-charge has already contacted you on all the issues and provided with appropriate resolutions. We are glad that you are giving us a second opportunity in proving our service reliability and still staying with us to know us better as we are not a company that making empty promises.

    I need to say that we are appreciating your feedback on our service because we will take that as a lesson and make sure that we will improve in time. Thank you on the patience and we will make sure you will be the one that satisfying this time.

    Cheers and have a nice day!

  6. #6
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    their service is bringing my service down to a halt......!@##$^(*&^%$#@ for past few weeks and this week 2 days in a %$# row........ facing high backlogs....omg..... mana boleh migrate?

  7. #7
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    Shinjiru SUCK Big Time

    Took them 1 day yet cannot solved the problem asked to reconfig Antispam when their SSL cert expired. Incompetent bunch..please for goodness sake don't offer your 99% uptime when you can't solved a simple problem.

  8. #8
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    aiya RM500+ not a small amount la, so this show that price is not reflecting the services rite! We're need to learn to check our hosting provider and choose the right one lol eventhought sometimes price does make us feel itchy bitchy lol.

  9. #9
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    I might sound like I am trying to promote my services for making my competitor look bad but I am one of those ANTI-UNLIMITED person.

    Shinjiru, can you answer me this... When it is that any company in the world came out with an UNLIMITED Hard Disk? Where did you guys buy it from? Would you mind buying 1 (only 1 is needed) for me? I would like to put it into 1 of my servers and make it UNLIMITED as well.

    This company Shinjiru has been offering Unlimited Space for YEARS yet if you read in their T&C correctly, you will find something very interesting.
    INODES
    The use of more than 250,000 inodes on any shared hosting account will result in a warning and if no action is taken, suspension may be imposed. Accounts found to be exceeding the 50,000 inode limit will automatically be removed from our backup system to avoid over-usage.
    How do you count INODES? Simple... whatever you have on the server be it an email, an empty file, a text file, a folder, or anything at all is counted is 1 INODE. So after 50,000 things your unlimited just became dangerous so hosting your company emails there just became without a backup and as soon as you keep more emails and your company grows bigger with more staff emails and etc, when you reach 250,000 you are DEAD. No more unlimited but more like you hit a brick wall and will be suspended unless you delete it.

    What happened to the UNLIMITED? For all who reads over here, please for goodness sakes. DO NOT trust any company at all who could/would offer you UNLIMITED Space on HDD. Till this day, we have been in the business for 8 years and I have yet to hear about any company producing a Hard Disk which is UNLIMITED.

    To everyone who offers UNLIMITED SPACE show me your UNLIMITED HARD DISK!!!

    Ps. It goes the same for ExaBytes too... Can you show me your UNLIMITED HARD DISK??? LIAR!!!
    Last edited by aodat2; 06-05-2011 at 09:19 PM.
    Premium/Budget Hosting - CDN, VPS, Dedicated Server, Web Hosting
    Welltodo Century Sdn. Bhd.

  10. #10
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    seen alot about shinjiru in other forums too.

  11. #11
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    Quote Originally Posted by heanluen View Post
    Look, I appreciate you creating an account to tell me that you are sorry and bla bla bla, but seriously you don't need to. I've already given up all hope on Shinjiru.

    From the time I posted till now, there's 4 downtime totaled to 3h 5m. I no longer wish to submit any ticket regarding this matter cause it's wasting my time and effort.

    I've moved all development job back to local, I no longer need you host and I don't want to waste any more of my precious time (ok i lied, im wasting my time right now).

    Anyway, please don't take these seriously, I doubt it will be useful. If my 3 months worth of feedbacks on your ticketing system have done nothing to made Shinjiru a better company, I doubt this thread will do the job.

    My advise to you:
    Stop making empty promises. Talk is CHEAP. If you have noticed, I've repeatedly mentioned my lack of tolerant for empty promises. The last thing I wish to hear from you is thing like



    End of the day, thanks for your effort for replying.
    I agree with you. Wasting time to create ticket to talk to them. They will never understand.

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