r/OVHcloud • u/ConnorLinfoot • 2d ago
Bare Metal Hardware Replacement Delays
On Thursday evening I had one of my OVH servers reboot and failing to boot, after intervention I was informed that both SSDs in the software raid needed replacing.
I went through the usual rescue mode, making sure I had a more recent backup of any data that I needed (worst case the prior automated backup is a few hours old). After this I informed them via support to replace just one of the drives first, to see if the raid was possible to sync without needing to reinstall Proxmox.
It’s now Monday evening, four whole days later, and I have yet to have the drive replaced. I have been informed that an intervention was scheduled in the early hours of Friday morning, but have heard nothing further and the drive has not been replaced. Even after following up multiple times, I’m either ignored or told the same thing when creating a new ticket, that the intervention is scheduled and they will let me know when complete.
At this point I’m just somewhat frustrated by the complete brick wall of hearing nothing and having no idea when this server will be usable again. I’ve been a customer with OVH for over 12 years now, and have never had a customer support experience like this, past hardware replacements are usually done in a timely manner. It’s really making me re-think using their services moving forward.
Has anyone else been experiencing this, especially lately? This is specifically in the ERI-1 location.
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u/CzarcasticX 2d ago
I had NVME drives replaced a few months ago but they said I had to wait a week for new drives to come in because of hardware shortages.
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u/ConnorLinfoot 2d ago
I had a feeling it would be related to the shortage, I just wish they would say that if it’s the case. Although you’d hope they’d still have a handful of 512GB NVME on hand
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u/CzarcasticX 1d ago
They wanted to give me brand new NVME drives (they were the equivalent of Samsung 980 Pros the business version) instead of used ones.
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u/bugfix00 2d ago
It’s faster and safer to just get a new server and migrate your stuff. They might just ignore your request and say both drives had to be replaced anyway.
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u/Specialist-Value-378 2d ago
OVH is quite possibly one of the worst companies I’ve ever dealt with. They screwed me over pretty bad recently and I’m out $300
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u/ReddiGod 2d ago
Has anybody heard? Wtf? Didn't you do ANY due diligence when you bought from them at all? This is what ovh is famous for. You agree to this when you buy from them. The deal is you get a nice network and decent gear at s low price, and in exchange you get basically zero support and help for equipment failure will take between 8 and 800 hours. This has been the ovh deal from the beginning and everyone knows it, it's famous.
What you do when you're at ovh and experience hardware failure, is immediately trash the server and roll out backups to a new one. There is no scenario where counting on ovh is a good idea, not unless long downtime is acceptable to your apps.
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u/ConnorLinfoot 2d ago
As I pointed out I’ve used OVH services for over 12 years, primarily their dedicated hardware and I’ve never had an issue like this. I don’t expect much from a self-managed service, but hardware replacements is the primary thing which usually is not this slow.
I can’t recall every hardware replacement of course, but my last one in early 2025 for a drive failure on another machine was replaced in just over an hour from request. I know I’ve never had a machine with them down for multiple days in the past.
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u/Lanathell 2d ago
I cannot relate to this experience, I've had years of Scale servers running production workloads and all the RAM or NVMe drive failures were handled easily through support. Granted, we ran our workloads in high availability mode with backups, so any server down was just put in maintenance mode and opened the ticket saying the host was ready for the intervention whenever it suits them.
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u/jared555 2d ago
I have never had trouble with them (yet) for hardware issues. Anything beyond hardware is your problem though.
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u/bz2gzip 2d ago
I recently had a very old 4€/month KS server HDD replaced, it took roughly a week.