Clan Servers Hosting

Complaint: [redacted] I am rejecting this response because: They refunded to my [redacted] accountlike "store credit"when asked what they did wrong and how to improve, I made them a diagram of my issue, posted above, and they've not responded for days Regards, [redacted]

The customer was given an IP that does not change, per our website. Additionally, a refund was already issued per our day guarantee upon his request.Thank you, and have a good day.Gameservers.com

The customer was provided a refund promptly during business hours after his initial request

Complaint: [redacted]
I am rejecting this response because:
As per my complaint and our...

discussions, stating that a server's IP is Static is pointless, if you accepted that everyone who viewed the site would understand the actual definition. The definition of the word "Static" alone, could easily trick people, including myself, an expert in IT, into thinking "dedicated". It is my view that Static IP is left up intentionally to confuse potential customers. Any server that did not have a Static IP would be cutting it's resources, whether financially or performance-wise. All servers I have ever dealt with, speaking in terms of all types, have Static IP's.The addition of the irrelevancy is an advertisement ploy, and an unethical one at that. It sets people up for the expectation of a Dedicated IP, instead receiving a Dedicated Port. As in my resolution, I would like the wording removed. As a Web Developer myself, I am aware that this simple of a change can happen in less than 5 minutes, before Internal Procedure for site updates, which still should take no more than 15 minutes of work time.I would question the Host's motives for not obliging this simple, cost-free adjustment, when it will save further confusion.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
They refunded to my [redacted] account. like "store credit". when asked what they did wrong and how to improve, I made them a diagram of my issue, posted above, and they've not responded for 2 days.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
An apology was made and a full month's refund was issued, however, [redacted] the support representative who caused all of this did claim to be a billing manager in one of my tickets, when he made the unilateral decision to deny my initial refund request and refused to escalate the matter any further upon request.
Regards,
[redacted]

We are sorry for the customer having a negative experience.  A staff member did not bring this to the attention of management, and it is currently being reviewed.  The customer will be contacted by us directly to arrange a refund for the requested amount, as it is a perfectly reasonable...

request.

The customer closed their support ticket prior to support having an opportunity to respond to assist, so we do apologize for not being able to help initially, but the support request was not seen by staff due to it being closed by the customer.Additionally, a refund request was opened during a...

period of high volume.  A staff member responded, saying that the billing department would address his concern as soon as possible, and provided a time frame (During normal business hours Monday through Friday 9am to 5pm).Customer was never denied a refund or support, and we are happy to provide a refund.  This will be done shortly following this response.

We have searched and can not find a record of the cancellation request from the customer.   We have completed the cancellation process and removed the $11.26 invoice.  The customer will no longer be billed going forward.

Review: I paid $13.99 for a server related to the game of project zomboid which was broken in the first place I sent a ticket on many occasions even with follow up replies but when I found their replies they were not as helpful as they should have been. Their control panel was difficult to use with the poor services and difficult control panel and the pricing of 13.99 a month for an eight player slot server "which I only needed four but only eight was available on the options list" forcing me into a situation of paying a little extra for some thing that was actually terrible in comparison to other server hosting services I demanded them to send me a full refund for buying the server and anything else they have charged sadly they have refused to send a refund by the deadline I requested them to do so by 12:30PM and still they refuse to send the refund nor even reply to my tickets. They have even refused to assist me entirely.

I have all the ticket information and the times they have replied without getting the job done correct the first timeDesired Settlement: I wish to be refunded my money for purchasing the project zomboid server and any other payments they have taken afterwards when I did not give them my permission to take me on the day of requesting a refund

Business

Response:

The customer closed their support ticket prior to support having an opportunity to respond to assist, so we do apologize for not being able to help initially, but the support request was not seen by staff due to it being closed by the customer.Additionally, a refund request was opened during a period of high volume. A staff member responded, saying that the billing department would address his concern as soon as possible, and provided a time frame (During normal business hours Monday through Friday 9am to 5pm).Customer was never denied a refund or support, and we are happy to provide a refund. This will be done shortly following this response.

Review: I have purchased a game server for $25/month and since I bought the server I have been dropped repeatedly. I purchased this server to use for competitions and online practices for competitions. I cant rely on the service staying up. I have contacted the company numerous times only to be asked to provide more information that I already provided. Im am unhappy with services and want someone to work to fixing these issues. I have told them I want a refund and to be done with them.Desired Settlement: I just want my money back for the services I never get to use because of down times. I want them to accept that I am the customer and that I shouldnt have to prove why I am unhappy. They wont work to resolve my issues in my saved emails from them in current support tickets. I have saved all emails.

Ticket numbers are IN THE REPLIES

Replies I get from them.

"Dear Customer,

[redacted] has been updated by Beau Young [staff].

What tickets have these issues been discussed in? We will review the services provided and determine what we're able to do. Our intention is to be fair and work towards your satisfaction.

"Dear Customer,

Ticket [redacted] has been updated by [redacted] [staff].

We are not trying to deflect blame at all, merely trying to see from your point of view what you are specifically referring to. If you could supply me with the ticket numbers you are specifically referring to, I will see what I can work out for you as far as compensation."

REFUND ME!

Business

Response:

A support ticket was opened by the customer to request for a refund.

Our procedures are to first ask if there is anything that our staff can do to help remedy the situation. One course of action was to politely ask for a previous support ticket that may help our staff review the situation that has lead to the customer's request for a refund. Unfortunately, the customer did not wish to comply. In lieu of this, our staff had honored the request for a refund on March 3, 2014.

In reference to the "Desired Settlement" section, the refund should satisfy this settlement. In regards to mention of "accept that I am a customer and that I shouldn't have to prove why I am unhappy" portion of the Settlement, our only request was for a previous support reference in case there was a remedy. Its intent was to help the customer, nothing more.

Consumer

Response:

Complaint[redacted]

I am rejecting this response because:

All information on my service interruptions was in the ticket filed. All tickets were on record on my account. As the consumer, it is not my responsibility to research my tickets to prove to you what tickets had been filed. This company has horrible customer service procedures. And has never been helpful when resolving issues with its poor quality services.

Regards,

Review: To whom it may concern-

I have been a customer of this business for the past 8 years. We rent a VOIP Server from them, which is like an online chatroom where people utilize microphones to communicate with one another, sort of like being in a conference call.

Recently, we experiencing heavy spikes of lag (periods where data is lost and the connection between clients is poor). Upon contacting their support, they offered to move my service to a different server.

I've had this issue with their service several times before, and I have switched to new servers under their advisement each time.

This time I didn't want a change of our server's address. I didn't want to inconvenience myself, and all of those who utilize this service by having to give them new addresses to connect to. I insisted that they fixed whatever the problem was with the server.

They told me they couldn't offer any further assistance, and they closed my ticket. After exchanging messages with their support staff, specifically a [redacted], who was unwilling to assist me, and having my ticket closed multiple times, I decided to cancel my service.

I opened a support ticket requesting the cancellation of my services and the pro-rated refund of my services. The same support representative whom I complained about replied to my request and stated that they refuse to change their policy or make an exception to compensate me for all of the headache I've had to go through arguing with them and having to get the same service through another company.

For reference, their internal support ticket number is: [redacted] The support ticket number for my refund request is: [redacted] It is extremely evident to me that their company cares very little about their customers, and only cares about their bottom-line. I have had to contact over 50 clients of mine to inform them of the change in our VOIP address as a result of this disaster.Desired Settlement: All I ask for at this moment is an apology for the lack of concern and willingness to actually assist their customer, and a pro-rated refund of my current VOIP server. The money means absolutely nothing to me, the principle of treating a customer with the proper respect and courtesy is the entire reason I'm writing this.

Business

Response:

We are sorry for the customer having a negative experience. A staff member did not bring this to the attention of management, and it is currently being reviewed. The customer will be contacted by us directly to arrange a refund for the requested amount, as it is a perfectly reasonable request.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

An apology was made and a full month's refund was issued, however, [redacted] the support representative who caused all of this did claim to be a billing manager in one of my tickets, when he made the unilateral decision to deny my initial refund request and refused to escalate the matter any further upon request.

Regards,

Review: I was sold a server that said it was capable of hosting 40 people, in reality it could not host 4 people reliably. I have all the logs saved, my server crashed over 1100 times in a one year period. This is basically a scam and I want to let every one know it.Desired Settlement: I want my money refunded, or most of it.

Business

Response:

Customer has never requested a refund for service. We are happy to provide a pro-rated refund for unused service time.We have attempted to assist the customer, but required additional information for troubleshooting their issues. Our questions have not been answered, so we have not been able to further assist. We request the customer answer our questions for troubleshooting purposes, or, if a refund is preferred, simply send a message to our support team asking to cancel service and receive a refund for unused service time, which we will happily provide.

Review: The service promises server setup in under an hour. Took countless hours to set it up, and never responded to my support tickets, nor honored their satisfaction guarantee which entitles me to a full refund if claimed in under 5 days. I claimed it after at least 3 hours when the server was still not set up. they don't even put out an effort.Desired Settlement: I want a refund, and I don't much care to do business with them beyond that. If they wanna give me complimentary access, I'd love to throw it in the spam folder.

Business

Response:

The customer was provided a refund promptly during business hours after his initial request.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

They refunded to my [redacted] account. like "store credit". when asked what they did wrong and how to improve, I made them a diagram of my issue, posted above, and they've not responded for 2 days.

Regards,

Review: This company, on the page describing the plan, says they include a "Static IP". If you passed this phrase through any other host or ISP, they would tell you that is the same thing as a Dedicated IP, an IP that is for your sole use and will not be reassigned. When you get an IP from most ISP's it is Dynamic. If you lost internet for a long enough time, or you got a new modem, you would get a new IP address. With a Static IP, it stays. Now, with the definition of "Static", that is probably the case. However, I was not given an IP. I was given a PORT, which would be like an Apartment instead of a House.Desired Settlement: I would like a refund and an order from the Revdex.com for the business to go through their entire website and thoroughly ensure there is nothing like this left.

Business

Response:

The customer was given an IP that does not change, per our website. Additionally, a refund was already issued per our 5 day guarantee upon his request.Thank you, and have a good day.Gameservers.com

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As per my complaint and our discussions, stating that a server's IP is Static is pointless, if you accepted that everyone who viewed the site would understand the actual definition. The definition of the word "Static" alone, could easily trick people, including myself, an expert in IT, into thinking "dedicated". It is my view that Static IP is left up intentionally to confuse potential customers. Any server that did not have a Static IP would be cutting it's resources, whether financially or performance-wise. All servers I have ever dealt with, speaking in terms of all types, have Static IP's.The addition of the irrelevancy is an advertisement ploy, and an unethical one at that. It sets people up for the expectation of a Dedicated IP, instead receiving a Dedicated Port. As in my resolution, I would like the wording removed. As a Web Developer myself, I am aware that this simple of a change can happen in less than 5 minutes, before Internal Procedure for site updates, which still should take no more than 15 minutes of work time.I would question the Host's motives for not obliging this simple, cost-free adjustment, when it will save further confusion.

Regards,

Review: Ordered a hosted server from [redacted] about 2 months ago, however after 1 months usage there has been numerious issues persisting and preventing a normal operation. The server I ordered never runs in an adequate way and I was ended creating support ticket all the time and dealing with it. After 1 month, I fed up and used the nfoserver.com server and it has been running up smoothly. However [redacted] has kept charging even after I opened a ticket to close all the subscription.

As of 12.14.2013 they sent the bill for 7.95$ for no reason when

request ticket for cancellation of subscription of game server made 21 days ago

request ticket for callcellation of voice server was made 8 days ago.Desired Settlement: It appears the [redacted] finds a way to charge the customer even after the subscription has been ended.

therefore nullify all existing charges and bills based on the fact that:

cancellation of all services were requested long time ago

during the subscription quality of the server was inferior.

Business

Response:

Customer requested cancellation, then closed cancellation request. As soon as customer was invoiced (not charged), they contacted us. We immediately voided the invoice and ensured services were canceled. No funds were ever charged to the customer beyond their initial service contract period.