I have been with Galaxy-Solutions.net (GS) for a long time. At first, they were really good, especially Richard Anderson. So, coming to the real story - I got a new server with them in April - AMD Dual Core 5600+ 2 GB RAM 250x2 HDD 2000 GB on 100mbit shared 5 IPs cPanel/WHM + Fantastico Free Remote Reboot port Free MRTG for $124.99/month At that time I had a server with Burst & BurstNET do 50/50 on Bandwidth , 50% in & 50% out, so I asked how bandwidth is measured at GS. They told me - 2000 GB in & 2000 GB out, Server was setup with 3 days & all was pretty good. SCAM/FRAUD #1 & #2 = I NEVER got the Remote Reboot port & the MRTG stats , & in August (5 months later) I was told that it had been canceled, & they will not provide it as it was insecure. In the meantime I was told I then order 2 GB RAM & paid for it immediately. It took them 3 days & 11 hours to add an URGENT 2 GB RAM. All this was still not a problem for me, I am an understanding client & I know problems & delays happen. So, I went ahead & got another server with them - AMD Dual Core 5200+ 2 GB RAM 250 x 1 HDD 2500 GB on 100 mbit 5 IPs cPanel/WHM + Fantastico for $129/month ($4 more than earlier server with 500 GB more bandwidth & 1 HDD less) Now, the problems started . 1.) It was setup in 6 days & I was given wrong IPs on the day it was setup, another day gone. 2.) I was given an invalid Fantastico License , so I had no Fantastico for 2-3 days after I got the server. Not much of a problem though. 3.) GS use R&D technology's facility in MarquisNET DC. One day the 2nd server went down. I submitted a reboot request, & it took them an Unbelievable 9 HOURS to reboot the server. They have one employee on FWS forums, so I contacted him via PM as the server was not rebooted in 3 hours. This guy read my PM & still did nothing to reboot the server. Finally the server was rebooted 3 1/2 hours after their employee read my PM. 4.) In between this 9 hour downtime, there was a cable cut in Las Vegas affecting all servers for about 45 minutes. There was no announcement about this by GS , I had to CALL up MarquisNET (I am in India) to know about the problem. GS told me that . I was promised a compensation for the 9 hour downtime, but it was NEVER provided. 5.) My remote reboot ticket was closed on 1st of August (opened on 17th April), On 17th April I had been told that I would get it in 48 hours & on 1st August , I was told 6.) I ordered & paid for another 2 GB RAM addition , & it took them 3 days to add it. All this was FINE (Any person would have been angry with this kind of service, but I was still patient), until the shocking incident that happened on 1st September. GS sent me a $145 invoice saying that I had exceeded my bandwidth limits. I have no access to MRTG stats & my WHM showed only 900 GB usage. I know WHM is only Outgoing Bandwidth & is not always correct. Still, according to them I used 1.42 TB out & 1.64 TB in If you go up & see my server config , it came with 2500 GB bandwidth, & if you go further Up , you will see how bandwidth is charged at GS. So, I should be getting 2500 GB in & 2500 GB out, & I am well within my bandwidth Limits. GS Claim that they have changed how bandwidth is billed & say it is 2500 GB total now. 1.) I was never informed about this change. 2.) I was not told about this while ordering the server. The server config said it had 2500 GB Bandwidth, same as my first server had said 2000 GB bandwidth. 3.) I was never provided with login to MRTG to see my bandwidth usage. 4.) I was shown an image with my bandwidth stats, which did not even have my hostname / server name , nothing. If I had been told 2500 GB total bandwidth, I would never have ordered it, as it does not fit my pricing scheme. GS then said that I should have DREAMED about the change in their policy of calculating bandwidth. Obviously I did not pay the invoice, & they shut down that server. Then they shut down my other 2 services with them (which were paid for till the 2nd October & 15th September, respectively) Now, they are threatening me by saying - Do you think GS is correct ? Or is it a company to stay away from ? I would never go within a mile of them & I would tell my experience to each of their probable clients that I meet. Looking forward to what you guys have to say about this, Ishan
Thats a bad experience i would say... Specially when they told you that 2.5tb in and 2.5tb out... I Guess you should post this on webhosting-talk
yeah agree you should posting this on webhostingtalk that was really suck story i had read, need 9 hours to reboot your server lol how if your ds getting ddos attack will need 1 week to resolve it ?
Already posted - http://www.webhostingtalk.com/showthread.php?t=722362 All seem to think the same as me
Hello, I am the owner of Galaxy Solutions. Ishan's posts is full of half truths and outright lies. Thanks for taking the time to read this. I am sure you willfind it enlightening. There is a lot more to this than Ishan is telling. I guess I will start at the beginning. Ishan did order a server that was a 5600+ and came with 2000 GB transfer in + 2000GB outbound. This is what we were offering on FWS as a special at the time and we extended that to him. We never changed the alottment on this server. He also ordered a 5200+ and was upgraded to a 5600+ at no charge due to hardware availability. Several months later he ordered another server. He copied the offer for the AMD 5200+ off our website and asked if we could upgrade him to a 5600+ at no charge. The offer on our page, that he copied in the ticket, stated 2500 GB transfer. Apparently he assumed this meant 2500 GB in + 2500 GB out, even though ot did not say that. I explained that the processor upgrade was was free last time and that we now had 5200+ servers back on hand. He said a 5200 would be fine. He also stated he would like the server to have the same port speed as his previous server. I gave him this upgrade for free. As far as the setup time, the invoice was paid on the July 14 and the server information was sent to him on July 16th. He is correct that the wrong IPs were sent to him on July 16. The main server IP was correct, but there was a typo and the other IPs included with the order and one digit was off. All the correct information was sent to him on July 17. The six day number he came up with from the day he asked about getting the new server to the day all the correct IPs were provided, not from the date the invoice was paid to the day he had all the correct information. between the ticket being opened and the invoice being paid there was a discussion of his request and details to be provided as we could not provide exactly what was offered at the price he wanted to pay. Once the details were agreed on and the invoice was paid the server was set up in 2 days and he had all the correct IP in 3 days. In fact I checked and gave him all the correct IPs in 52 minutes after pointing out the mistake. As far as the reboot switch Galaxy Solutions is at fault here. Richard promised Ishan a remote reboot/MRTG access when ordering. Richard had developed a php script that accessed our switches to allow the customer to reboot their servers. It had quit working when a necessary software upgrade was made. Richard told Ishan he would get it working for him. Richard then left the UK for a few weeks and we told Ishan it would be set up when he came back. After these few weeks were up Richard told me he could not be back for 3 additional weeks. We again told Ishan that Richard would set it up on his return and that had been further delayed. After this we did not hear from Richard for months. In this time myself and another employee attempted to develop a script to do this and we told Ishan we were working on it. Unfortunately we were unable to find a way for the script to securely access the switch. The problem was the script could be exploited and any client using it could easily reboot or even shut off any other server on the switch. I explained this to Ishan and told him that remote reboot could not be provided. He was not happy about that and insisted he needed it. At this point I explained that he made need to find another provider if this was so necessary. He declined and continued using the service and paying invoices. As far as the 9 hour down time,yes that is true. We had a tech that did not complete their shift for personal reasons. We did not know about it until the next tech started (and me) logged in to start our shifts. This was inexcusable and I told Ishan that and apologized. I would also like to point out, this was not a simple reboot, and Ishan knows this. We did have to get a datacenter tech to go plug in to the server and do some minor work to bring the server online. Even so the length of the downtime is unacceptable and I admit this. He does have a valid point here. Now for the main issue at hand. As I explained to start Ishan had 2 servers ordered at different times. The first came with 2000 GB transfer in + 2000 GB transfer out as this was our current offer on FWS. The transfer allotment on this server never changed. Several months later he ordered another server. He copied the offer on our website and asked for certain upgrades. The offer he copied stated 2500 GB transfer. He never asked for that to be changed or upgraded. In August he used quite a bit of transfer over the 2500 GB allotted. Our TOS states that overages are charged at $0,25 per GB. I charged him half this rate to ease the pain a little. As you can see he is not happy about this charge and we had quite a long discussion about it. He did point out that WHM shows different statistics than the MRTG I provided. I then provided links to discussions in cPanel's forums about this. They stated several reasons there for discrepancies, one of them was having proxies on the server. Ishan used this server for proxy hosting so that is likely the reason why he had such a large difference in what WHM showed and what was used. He also asked why his other server had 2000 GB in+ 2000 GB out and this one only had 2500 GB total. I explained that they were different offers. He said when he ordered it he said he wanted it to be like the other server. I then referred him to the ticket where he ordered the server. I pointed out that he copied the offer on our front page and asked for the processor and transfer rate to be the same as the other server. I pointed out that he had posted 2500 GB as shown on our front page and never asked for 2000 GB in + 2000 GB out. He said he had assumed that 2500 GB meant 2500 GB in + 2500 GB out and asked if he should have "dreamed" it meant 2500 GB total. I told him it stated 2500 GB so he should have dreamed that that it meant 2500 GB not assumed it meant 2500 GB in + 2500 GB out. He also stated that I should cancel the invoice and we could continue to work together and he would not go public. I told him he was welcome to go public and asked his permission to post a link to the ticket in the thread. He never gave me this permission and in fact never replied to the ticket again. Four days after his last response the invoice was 5 days overdue. I then shut his server off and told him his account with Galaxy Solutions was past due and gavehim24 hours to bring it current. I also told him, "If you can not make the payment immediately please contact me and we can set up a payment plan." After 26 and 1/2 hours had gone by with no response or payment, I suspended all his services with Galaxy Solutions. Ishan contacted me about 4 hours later. He agreed to pay the invoice and asked for 48 hours to do so. I told him that would be fine and turned his services back on. Two days later he replied that he would have the money the next afternoon. 34 hours later I asked him if there was an update on the payment. I did not receive a reply. The next day I told him that this was getting serious and I needed to know what was going on. Still no reply. Another day passed and I told him that his lack of response left me no option but to shut everything off again. I also informed him that I had seen on another forum that he was migrating due to server problems with 2 servers and the migration would be complete soon. I told him that it appeared he had been dishonest when he promised to pay the bill and had just used that to get time to migrate data off the servers. Below is a direct quote of my last response to the ticket. "Your lack of response to this ticket and a post on digital point make me think your promise to pay was just a dishonest way to get the servers back on to allow you time to move the accounts. Let me be clear, we will use every resource available to collect on the past due fees. We will also be reporting your name, website, IPs, and email(s) connected to the account to fraud detection agencies we work with as well as collection agencies. Please make this easier on you and us and pay your bill so none of this will be necessary. We will not turn the servers back on until the full amount, not the 50% off originally offered, is paid. We will not allow you to access any data. However we are considering posting threads on web hosting forums offering your clients direct access to their data.The forums being considered are webhostingtalk, freewebspace.net, and digitalpoint among others. The post will include an explanation of why you are having "problems" with two of your servers and that there are no problems with your servers just unpaid balances on your account. We will also explain the deceptive nature used to get the servers turned back on to migrate the accounts. I am sure your clients will be happy to know the reason for the downtime and that their data was at risk due to their hosts failure to pay his bills. Please make this easier on you and us and pay your bill so none of this will be necessary." As far as Galaxy Solutions changing our TOS to differently state how bandwidth is charged, look for yourself. http://galaxy-solutions.net/tos_aup.php Then look at the January 17,2008 entry on http://web.archive.org/web/*/http://galaxy-solutions.net/tos_aup.php No changes have been made to that portion of the TOS since January of this year, well before he ordered that server. Oh I almost forgot one of his other points. He said we promised to give him compensation for down time. If my memory is correct this was done. However I will go through our Paypal records to verify this. If in fact we did fail to compensate him for this down time I will issue a credit to his account for the amount due.
I never ordered the server from FWS forums, & I did not even know you had an offer running. I had asked at the time of signing up , how bandwidth is billed, & Galaxy-Solutions.net told me that they do it ALL in / ALL out & not 50% in & 50% out. Let me copy their exact response = See the part which says - TO avoid confusion we advertise it as 2 TB , when it is actually 4 TB. This was their policy on 21 Feb 2008 & there was NO notification about the change in policy after that. Also, their TOS does not mention any change in policy. This is again incorrect. I asked if I could get the same server as the first one , with a single HDD instead of Dual. You said yes, you could provide it & said it comes with 2500 GB bandwidth. NOW, according to your policy (NO Confusion Policy) , I have 2500 GB in & 2500 GB out. This was promised for free, & I was offered/provided no compensation for not getting it. The problems below are due to these 2 , NO remote Reboot & No MRTG stats. I am glad you accepted this. Still, no compensation was provided even though it was offered. Also, I was not informed about the network downtime in between, which caused my other services to go down as well. First offer did not come from FWS , as I am not an active member there. Already stated this above, & you should not lie about it again & again. I did not copy the offer from your front page, it was a reply to your own offer in the ticket. Again, there was nothing from your side stating that bandwidth is total & in accordance with your NO confusion policy , bandwidth should be 2500 IN & 2500 OUT. You then shut off 2 of my other services which were PAID for & next due date was a long time away. I was ok with shutting of the problem server, but there was no reason to shut off my other services which is when I started the migration. My client posted that it is a server problem because he did not want to post your scam in the open thread , He already knew it was not a hardware/software problem. There is nothing in your TOS saying that offered bandwidth is total, or that you changed it to total from your NO confusion policy. Please check this , & you will see that you have NOT provided any compensation for it. I have made my demands in my ticket, I would like to see them followed.
We were offering the bandwidth the way Richard stated on FWS for a few months and extended it to other orders placed during that period as a courtesy. We did not advertise 4 TB anywhere to avoid confusion. If we said 4000 GB and a uses used 3000 out and 1000 in, they would be confused. In your ticket that you requested the server you said: “Hello Patrick, My current server is an AMD 5600 + , could you give me the same server ? AMD 5600 + 250 GB HDD 2 GB RAM (upgradeable to 8 GB RAM) 2500 GB Bandwidth CentOS 5.2 (64 bit) cPanel 11 + Fantastico $124/month ? Let me know Ishan†This was well after we had discontinued that offer. There was never anything in our TOS that said xx bandwidth = xx bandwidth in + xx bandwidth out, so there was no need to change it to state it did not mean that. We simply changed the plan on the website and quit offering it on FWS. We did not need to send out a notice because all our customer who ordered while that was being offered got that and kept it as long as those servers were active. In fact, they will keep it until those services are cancelled. You ordered your second server well after that offer had been discontinued, so of course you did not get that. We did not say that was our official policy, that is what we were doing as a special at that time. That special ended as almost all do. NO Confusion Policy, are your words and not ours. I also did not say, yes I can provide the same server you previously had. I said no I can not give you that processor, here is what I can offer you. You accepted that offer. That is true, but you elected to keep the services after you were informed these would not be available. After that point you can no longer complain about not having them. And after that point is when this problem occurred. Of course I accepted this. Galaxy Solutions was at fault. However I will not accept blame when we are not at fault. As I said I would check this and if that is true I will credit it to your account. Of course no notification was given for a fiber cut. That was not a planned outage. Once it occurred we were trying to find out what happen and make sure service was restored ASAP. Once it was over we answered every ticket we received about it.
It was your official policy, Richard has said so. I have said I did not even know about your FWS special. All the dealing was done with Richard when he was an employee/owner/co-owner of Galaxy-Solutions.net. He has said it was your policy so that clients do not get confused. I was never told it was a special offer , or anything out of the ordinary. You shut off my servers, & obviously I had to do something to move out. I do not care about the way I moved out, I only care about my clients & their data, unlike you. I did not have a problem with shutting down the problem server, even though the issue was still being discussed, & even though it was paid for another 10 days. The other services were paid for, & were not the subject of any problem, you shut them down. . Me & your Ex-employee/co-owner/owner Richard said so. I am NOT the only person My demands are ofcourse reasonable. You canceled my services before they were due. 2 paid for till 15th September, 1 till 2nd october & my 2 GB (monthly) RAM till 20th September. I want refunds for the unusable times on each of them. I have purchased 2 x 2 GB RAM sticks & 1 x 250 GB HDD (not rented or leased). I want the full amount for them refunded ($470) or ship them to my address in USA (I pay for shipping). Are these unreasonable ? I do NOT think so. It was your fault, you made me do it, & left me with no option. It is not my problem that I am intelligent enough to make up a story to save my client's data. Please answer my ticket with the refund plan asap, though I am used to your 9 hour replies by now
I do not see in there anywhere that he said it was an official policy. He was quoting you that server and we provided that server as quoted. As far as your requests, one time fees on upgrades do not mean you own them. It simply means you can use them while the server is active. I do not know of any provider that sends them to you or buys them back after the service is discontinued. You said I cut off your server while we were discussing it.I hardly think no response for 4 days is a discussion. Oh and your ticket has been answered.
During that talk with Richard, we were not talking about 1 particular server, but servers in General. All servers provided by you. Why don't you contact Richard & ask him ? Why did he leave your company ? Maybe because he was a good guy & did not want his reputation to be tarnished , staying with you. I paid for the hardware in full, I obviously own it. I had said I could ship my own RAM & HDDs to the datacentre , but you (GS) said it was not necessary. Send me the hardware or refund me the $470 or keep it & forget your invoices. I leave it to you.