TurnKey Internet

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 The CEO was actually well informed and very helpful.Regards, [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this sort of resolves my complaint [redacted] has returned the erroneous chargeback payment to turnkey.Turnkey has un-suspeneded my reseller hosting, but could not un-suspened my WHMCS un-branded service because they terminated itThey have however turned back on the FREE WHMCS BRANDED version for me to useThanks, I will take it anyways just to be done with all this.In light of this, I no longer require any type of refund, for any service, and now consider this MATTER CLOSED.Regards, [redacted]

Hi [redacted] , thank you for the chance to chat on the phone today I appreciate the frank comments and feedback, and while it does pain me to hear we may have fallen short of expectations, it is very helpful so that we can improve on areas to ensure our goals of providing the absolute best quality network, online service and customer experience As mentioned on the phone, what you have commented having trouble accessing the administration area of your wordpress web sites regarding your SEO web hosting plan is all due to an advanced security system we deployed a little over a year ago as mentioned in both our monthly news letter and help desk to help protect our customers from what at the time was a massive level of attacks on Wordpress related web sites Wordpress was exploited word wide as noted some time ago, and sadly common components that were leading to millions of wordpress web sites world wide being hijacked, defaced and damaged caused trouble across many hosting companies We deployed $10k's of cisco high end filtering layer devices, modified our network security and added server level security that would force a 2-form (ip based being the 2nd step) authentication to help protect our clients hosting wordpress These security measures were necessary as the exploits on wordpress were real and wide spread and most web site masters were not as skilled as your self to ensure having patches, security updates in their web code to protect themselves fully right away As a whole, turnkey was able to deploy the security systems above without disruption to clients - and it did not impact the live web sites in any way of all our clients and only impacted only their admin login area of wordpress hosted sites (for content updating, but actual web sites were always find and accessible) This was the best possible combination of keeping all our client sites live, while locking down the known exploit in wordpress - some of our competitors actually just shut down customer sites until clients would fix issues in the wordpress exploit, we choose to make sure to keep client sites alive and online, but lock down the security hole with the network aspect and 2-form authentication I realize our decision is not one that you found practical and useful, but I just wanted you to understand that no one here changed anything to pull the rug out, or extort you later over - it was here to protect you and keep your web sites online at all times We continue to maintain that security system today, as many new clients daily bring over wordpress sites with the same security holes, but continue to improve and fine tune the options for our clients.I deeply regret our security setup has caused you the level of frustration you have reached by having to authenticate/add your IP to the white list repeatedly for your additional staff an contact our support team for assistance (some times having to wait up to to hours to get it resolved when wanting to access the admin area of your web site) Again, no web sites were down or infrastructure down - just limited access via the 2-factor authentication (requiring a whitelisted IP) for the wordpress admin area was the issue But after our call ,and your comments (some very spirited language, swearing, threats, and more) - I understand your level of frustration and can only say that everything our staff did was professional, courteous and correct and always had your best interests in mind,even if in the end we fell short and made things more complicated and frustration for you with our security platform.On the phone I clarified that what our staff offered you was accurate yesterday via the screen shot you provided, our staff showed you a VPS (virtual server) product you could convert to, from the shared hosting (SEO) plan you have now You pay $24.99/mo for the SEO hosting, and our VPS packages are actually lower cost ($4.99/mo and up) The primary difference and why our staff mentioned you could consider a VPS package is because you (instead of us) decide the specific security server wide settings, which means you don't need to have that 2-factor security (extra IP whitelist step) on a VPS, because you are in complete control The reason we have to make such strong security decision on our shared hosting (SEO) servers is because it is one-size-fits all, where or more customers rely on us to secure the entire server, and quite frankly many of our clients are just not as skilled and on top of their web site security as you are so we end up having to have a strong security system in place to protect them I realize you didn't need it, but it's what is in place and unfortunately in some cases we can make decisions to the entire safety of the rest of the clients that may adversely impact your convenience But our goal always remains the same to ensure your absolute security and best possible up time, and why we guarantee 100% network up time in our terms of service and service level agreements.When talking on the phone, you at first thought someone was 'scamming' you to buy something extra to fix the issue (you had sent written notice that we were extoring you and you were going to refer for a class aciton law suit as well in regards to this), but as mentioned I clarified on the phone why our staff mentioned you could change plans to a VPS (virtual server) plan to have more control over your security and achieve your specific goals I further clarified on the phone that what our staff recommended to transfer to a VPS plan is actually lower cost (but not exactly the same product as the SEO hosting, for instance SEO has more IPS and you had a 75% off discount deal so its hard to compare exactly but our staff did provide you professional service and advice on how to resolve it, and were not asking you to spend more money ) When clarifying this on the phone, I also mentioned the same as our staff had previously, we would be happy to white-list larger blocks of ips (for instance the entire class-c or class-b ip range that may be relevant for your geographic region with your broad band provider) You explained that wouldn't work because you have 3rd party staff that need to get in outside that geographic area, and your frustration level precluded you from wanting to go the VPS route with us I still extended you both offers we will convert you over to a VPS plan, without any additional cost to you, and since your SEO plan had a 75% off discount applicable to make sure its fair to you, we would provide the same cPanel, and similar dedicated IP's you have now, on a VPS plan at no additional cost to you We also would still be more than willing to white list larger blocks of ips at your broad band provider I regret that both option were not what you want to see to meet your needs, but please understand no one here is actively scamming, extorting or otherwise attempting to cause you or your clients harm.Our need to protect you and all of our clients is paramount - network and internet security is a real issue today that costs businesses billions of dollars a year when security is breached and data damaged We regret that any of our security policies to protect you and all our clients caused you such frustration to the point that you made the comments and threats that you have - we do hope you will understand no one here is 'extorting' or 'scamming', especially after our phone call I do realize given your frustration level you wish to move on, and while we regret loosing the opportunity to continue to serve you, we sincerely wish you the best.If you do change your mind regarding the above please let me know.Sincerely and best regards, Adam ***CEO, TurnKey Internet, Inc