Phoenix Nap

This client ([redacted]) had excessive abuse complaints during the first 3 months that he was a customer of phoenixNAP.   It was evident that the customer had little to no experience in fraud deterrence.  The lack of fraud detection posed a large risk to phoenixnap. As he continued to...

resell our services to known abusers, the frequency of spam complaints increased.  Our AUP and MSA clearly define the responsibility of the client to resolve these complaints within the specified time frame.  Repeated spam complaints lead to the destruction of IP reputation. The damage was becoming so severe that our decision to terminate the client needed to be abrupt in order to prevent further contamination of our public IP (Internet Protocol) space.

Hello, andthanks for the reminder re. my complaint. It has happenedthat Marcus M, with PhoenixNap/SecuredServers, replied immediately to your inquiry and promptly resolved the issue. Following is a copy of his message to me.
Thanks to you and the staff at Revdex.com, the matter has been amicably resolved. Mr M. was unaware of the problem, but quickly took ownership, for which I am grateful.Obviously, PhoenixNap is a company of high merit.
Thanks again and I hope Santa brings everything you asked him for.
Merry Christmas, [redacted]

Hello, andthanks for the reminder re. my complaint. It has happenedthat Marcus M, with PhoenixNap/SecuredServers, replied immediately to your inquiry and promptly resolved the issue. Following is a copy of his message to me.
Thanks to you and the staff at Revdex.com, the matter has been amicably resolved. Mr M. was unaware of the problem, but quickly took ownership, for which I am grateful.Obviously, PhoenixNap is a company of high merit.
Thanks again and I hope Santa brings everything you asked him for.
Merry Christmas, [redacted]

This client ([redacted]) had excessive abuse complaints during the first 3 months that he was a customer of phoenixNAP.   It was evident that the customer had little to no experience in fraud deterrence.  The lack of fraud detection posed a large risk to phoenixnap. As he continued to...

resell our services to known abusers, the frequency of spam complaints increased.  Our AUP and MSA clearly define the responsibility of the client to resolve these complaints within the specified time frame.  Repeated spam complaints lead to the destruction of IP reputation. The damage was becoming so severe that our decision to terminate the client needed to be abrupt in order to prevent further contamination of our public IP (Internet Protocol) space.

Hi [redacted], Thank you for the sample. I will get this addressed with my reseller ASAP and ensure this customer of theirs is removed as bulk Emailing is a violation of our Acceptable Use Policy. Of course if you have any further questions or concerns please feel free to email...

me back. Also, in the event of any further abuse is seen from our network please let me know! I will be happy to get it addressed as soon as I see it. No one likes spam, especially in my position. Thanks Again!--Marcus M.Abuse Management SpecialistPhoenixNAP Abuse Departmenthttp://www.PhoenixNAP.com

My experience with Phoenix NAP was fine until I wanted to cancel the service. I was not able to find any information on cancelling the service on the user account back end. Turns out that in order to cancel the service you have to contact them through a ticket. Their explanation is through claiming to be a service (similar to a power company) - but as an IT professional I know as well as anyone else that including a simple "Cancel Service" option in the menu would work great. The only reason to not include one is to make it more difficult for an individual to cancel the service - and thereby get at least one last payment out of the customer. The practice seems very unethical to me.

Hello! My name is [redacted], I am the CEO and Co-Founder of [redacted] (https://www.[redacted]). We are the worlds premier host for gaming servers! and I would like to share my experience with Phoenix Nap, LLC. Its simple, Phoenix Nap, LLC are the best. What a experience is has been! Phoenix Nap, LLC are able to accommodate for any business small or big! If you are in need of dedicated servers, from a professional host then make sure you get them from here. A+++ Keep up the great work Phoenix Nap, LLC!

Review: A few months ago back in April, I was convinced to go purchase servers from securedservers.com . I did and was very satisfied with the prices, support, and competence of all agents I conversed with.

Over the period of the 4-5 months I was with them, I received maybe 6-7 complaints about spam from [redacted]. I did everything I could to not allow spammers or malicious users onto my hosting, but I could not find a 100% full proof way. So I continued using my methods to prevent users with malicious intents onto my servers.

However, when a few did successfully pass all my preventive measures, I was immediately terminated, told that there is nothing anyone could do, and if I want my data I would have 3 days to receive it.

I began to get my data from one server, and then the server I was receiving data from lost connection! I proceeded to make a ticket, and have yet to receive a reply.

Then today, I attempt to login to my account, and after many times receiving an error I contacted their support only to find out my account was DELETED.

All data gone, and that if I need anything, contact the abuse team. The cheap pricing was not worth the nightmare in the end.Desired Settlement: For Secured Servers to do the right thing

Business

Response:

This client ([redacted]) had excessive abuse complaints during the first 3 months that he was a customer of phoenixNAP. It was evident that the customer had little to no experience in fraud deterrence. The lack of fraud detection posed a large risk to phoenixnap. As he continued to resell our services to known abusers, the frequency of spam complaints increased. Our AUP and MSA clearly define the responsibility of the client to resolve these complaints within the specified time frame. Repeated spam complaints lead to the destruction of IP reputation. The damage was becoming so severe that our decision to terminate the client needed to be abrupt in order to prevent further contamination of our public IP (Internet Protocol) space.

We run a major entertainment industry portal which helps artists and creative people to succeed, chase their dreams and to support talent. PhoenixNap has been the single worst datacenter experience in our 12 year site history. In the past 8 weeks we have had four hardware failures keeping the site down for over one month. Hardware failures cost us 10k USD in labor and data recovery services, and PhoenixNap's response was to argue over giving us a free month of service (granted we were not sure how they could bill us for services when the services were DOWN).

Repeated failures of equipt, hardware and other problems have caused massive problems in our data, and thousands of dollars in labor spent just to find out that the drives we were attempting to recover were not even ours, and that all of our drives were "misplaced".

We have had thousands of dollars each month in additional expenses just to attempt to find and get our sites back online, seen over 1 MILLION visits lost, and deep business losses, including the loss of data caused by the numerous hardware failures and associated forensics expenses.

We have seen the buck passed from department to department, been threatened with server hosting shutdowns even though OUR SERVERS ARE NOT EVEN ONLINE right now due to phoenixnap errors and quality issues.

As CEO of our global company, I asked for the contact information for their President and it was declined and the answer diverted. My company has been sponsored by Sony, Microsoft, Nintendo, EA, Activision/Blizzard, Lucasfilm and hundreds of other companies and as of today has missed the launch of its new website (which has been apparently lost), as our requests for prompt assistance have gone ignored.

We have had slews of public complaints, including being told that "we don't have faith in your ability to run your website, and worse. We have had numerous lost business opportunities during this time, the loss of a potential investor, and the lost development time it will take to get our site back online as we try to even find out if our data is all still there.

We have been dumped into holding patterns where no answer comes for hours and sometimes days, excessive queue, gone ignored and have seen our hard drives LOST IN the data center storage facility, and despite the desperate situation and inability for us to reach our target dates, we tried to get the matters fixed and appropriate help based on our simple requests went unanswered...and now we are faced with not being able to launch our site at all.

Phoneixnap is not a reliable or trustworthy organization and until our sites are online and we are able to get our data back, we can only warn anyone and everyone about the experience we are still undergoing.