DP Members, well I have been with Netxservers for over a week now. Almost 3 days of this week, my server has been down just for pressing the reboot button in WHM. Now on their ToS, it says I am intitled to a refund if the server has been down for more than 48 hours from a fault of theres. They came back telling me that a corruped file (that they claimed to be 'FSACK') was corrupt was my fault and I was not entitled to a refund. So I asked, and asked for them to get it fixed, but due to the lack of support and that the are very rude to their customers, it took a lot longer to fix the server than was needed. With a transcript over MSN when talking to the owner (Cameron) of Netxservers, it proves that he is rude and cannot look after his customers. | | /-\ | ) /-\ |\/| | | Exams | | says: ok u sure hes still online? Cameron Hicks | Hey! How's it?| says: Yes | | /-\ | ) /-\ |\/| | | Exams | | says: i sent a ticked 10 mins aog | | /-\ | ) /-\ |\/| | | Exams | | says: ago* Cameron Hicks | Hey! How's it?| says: Well he doesn't sit there watching the ticket queue | | /-\ | ) /-\ |\/| | | Exams | | says: i know that | | /-\ | ) /-\ |\/| | | Exams | | says: but he could at least look after his customers a bit more | | /-\ | ) /-\ |\/| | | Exams | | says: well ex-customers | | /-\ | ) /-\ |\/| | | Exams | | says: as i demand a refund Cameron Hicks | Hey! How's it?| says: OK then... | | /-\ | ) /-\ |\/| | | Exams | | says: or bad reviews start coming out Cameron Hicks | Hey! How's it?| says: OK, if your going to start threating me, I will block you | | /-\ | ) /-\ |\/| | | Exams | | says: ok | | /-\ | ) /-\ |\/| | | Exams | | says: then ill just open a dispute to paypal Cameron Hicks | Hey! How's it?| says: Like I told you, if your going to start threating me, I will block you | | /-\ | ) /-\ |\/| | | Exams | | says: then i shall post this whole convo over DP | | /-\ | ) /-\ |\/| | | Exams | | says: just tell him Cameron Hicks | Hey! How's it?| says: You feel free to do that | | /-\ | ) /-\ |\/| | | Exams | | says: u threatened me about the reformat Cameron Hicks | Hey! How's it?| says: What? | | /-\ | ) /-\ |\/| | | Exams | | says: yes | | /-\ | ) /-\ |\/| | | Exams | | says: u heard Cameron Hicks | Hey! How's it?| says: Where did I threaten you? | | /-\ | ) /-\ |\/| | | Exams | | says: before | | /-\ | ) /-\ |\/| | | Exams | | says: u said the whole server needs to be reformatted Cameron Hicks | Hey! How's it?| says: It's what we have been told.... Cameron Hicks | Hey! How's it?| says: It's not a threat | | /-\ | ) /-\ |\/| | | Exams | | says: i know that a server does not have to be fully reformatted | | /-\ | ) /-\ |\/| | | Exams | | says: just because its been rebooted Cameron Hicks | Hey! How's it?| says: Well something's corrupted apparently Cameron Hicks | Hey! How's it?| says: Even you told me yesterday that FSCAK or whatever is corrupted... | | /-\ | ) /-\ |\/| | | Exams | | says: yes | | /-\ | ) /-\ |\/| | | Exams | | says: which doesnt need a full reformat Cameron Hicks | Hey! How's it?| says: OK then, well the datacenter was told it wasn't to be reformatted eariler Cameron Hicks | Hey! How's it?| says: So we are waiting on a reason why it needs to be formatted | | /-\ | ) /-\ |\/| | | Exams | | says: ??? | | /-\ | ) /-\ |\/| | | Exams | | says: u just told me | | /-\ | ) /-\ |\/| | | Exams | | says: wtf Cameron Hicks | Hey! How's it?| says: I'm just telling you what we are being told Cameron Hicks | Hey! How's it?| says: Your server is leased, it's not on one of our racks Cameron Hicks | Hey! How's it?| says: So it's managed by DC support | | /-\ | ) /-\ |\/| | | Exams | | says: i wish to speak directly with them Cameron Hicks | Hey! How's it?| says: Well there won't be anyone there at this time | | /-\ | ) /-\ |\/| | | Exams | | says: then why is the tech guy there then? Cameron Hicks | Hey! How's it?| says: Who, James? | | /-\ | ) /-\ |\/| | | Exams | | says: yes Cameron Hicks | Hey! How's it?| says: He's our tech, not a DC tech | | /-\ | ) /-\ |\/| | | Exams | | says: this is fked | | /-\ | ) /-\ |\/| | | Exams | | says: over 24 hours and still not fixed Cameron Hicks | Hey! How's it?| says: We sent you an email RE: server partitioning and you didn't reply. That is not our fault | | /-\ | ) /-\ |\/| | | Exams | | says: because i only just got it before you came on | | /-\ | ) /-\ |\/| | | Exams | | says: well yes it is | | /-\ | ) /-\ |\/| | | Exams | | says: for the late reply | | /-\ | ) /-\ |\/| | | Exams | | says: like u said that the files becoming corrupt is my fault | | /-\ | ) /-\ |\/| | | Exams | | says: well 'james' Cameron Hicks | Hey! How's it?| says: OK, I am busy, this is my personal MSN and I am not support, can you please talk to someone via the ticket desk/livesupport if you need help | | /-\ | ) /-\ |\/| | | Exams | | says: charmin | | /-\ | ) /-\ |\/| | | Exams | | says: ur the owner and u cant even handle your own customers? Cameron Hicks | Hey! How's it?| says: I'm am the owner, but not tech support | | /-\ | ) /-\ |\/| | | Exams | | says: exactly | | /-\ | ) /-\ |\/| | | Exams | | says: ok listen | | /-\ | ) /-\ |\/| | | Exams | | says: all I did was press the reboot button | | /-\ | ) /-\ |\/| | | Exams | | says: anything that was corrupted must've been the server's config or something prior to pressing the reboot button | | /-\ | ) /-\ |\/| | | Exams | | says: technically it isnt my fault Cameron Hicks | Hey! How's it?| says: So all you did is press the reboot button? You didn't mount hard drives, you didn't touch config files? | | /-\ | ) /-\ |\/| | | Exams | | says: i mounted a hdd *which should have been done prior to setup* | | /-\ | ) /-\ |\/| | | Exams | | says: didnt touch config files Cameron Hicks | Hey! How's it?| says: And how did you mount the HDD? | | /-\ | ) /-\ |\/| | | Exams | | says: in WHM Cameron Hicks | Hey! How's it?| says: Dude, I'm the only one on live support | | /-\ | ) /-\ |\/| | | Exams | | says: omg | | /-\ | ) /-\ |\/| | | Exams | | says: so what you're saying | | /-\ | ) /-\ |\/| | | Exams | | says: u tell me to go on livesupport Cameron Hicks | Hey! How's it?| says: OK, Use tickets, I am not thinking straight | | /-\ | ) /-\ |\/| | | Exams | | says: because u cant handle ur own customers Cameron Hicks | Hey! How's it?| says: OK listen, I don't have time for this. I am now going to block you and unblock you when I am not busy Cameron Hicks | Hey! How's it?| says: Goodbye | | /-\ | ) /-\ |\/| | | Exams | | says: ok | | /-\ | ) /-\ |\/| | | Exams | | says: so what happens if ur customers read this convo? Cameron Hicks | Hey! How's it?| says: Go ahead, do it, I don't care about them Cameron Hicks | Hey! How's it?| - is now offline Code (markup): After I discussed this with my friend, my friend was able to talk to the owner over MSN, and dispite the fact he was rude to me, he was also rude to my friend over MSN. We kept demanding for a refund, but like I said, they refused to give us one, just because the reboot button was used in WHM (and a second HDD was mounted a few hours before using the WHM format/mount feature). They just wern't going to accept that this was a fault of theirs, so they refused and refused again to give me a refund. And they are also very very rude to their customers, they even refused to talk to me through their Livehelp feature. And plus a 6-8 hours ticket reply time, not the best is it? So just a warning before you purchase anything from them. Thanks, Nexopedia
hey nexopedia, thanks for making us aware of this issue - atleast now i wont be going to wards their site no more if that is what they will do ... +1 rep for informing me as i was just about to buy something Ryan
OK, let's defend myself now. I'll start by saying that my personal MSN is not a method of support. Also I was under huge stress that day. I told you to submit a ticket and you wouldn't listen. I also have chatlogs too you know and you haven't posted the full logs, only the ones that make me look bad Secondly, the server did not go down because of a fault of ours. Let me explain why. You corrupted the FSTAB or FSACK or whatever it's called, you even admitted it on live chat: Now a fault of ours would have been if: A: The hardware failed B: If we had mounted the drive and it had broken C: If we modified something which took it offline None of those above happened and as you said, the FSTAB was corrupted. Now I'm not a tech but I'm guessing that it doesn't just corrupt by mounting a drive correct? Now we did get this server fixed although it did take a little while as you didn't reply to half the emails that were sent and insisted on live support. Also, I told you on MSN that I was not going to talk on MSN, so you sent 2 of your friends to harass me. I will post more chat logs if wanted. Right now I'm going to bed so I'll do it in the morning. Also, the server isn't even in your control anymore. You sold it to someone else Thanks.
Just a word of fairness, correct me if I am wrong. If I am not mistaken, for every action you do on a server, it will save a .log file somewhere around so it would be better to check on it to see whose fault is it. As Cameron has mentioned, that he is using his personal MSN, I guess it is appropriate for him to block you unless he is using his personal MSN. I guess the most appropriate way is to look at what the guys at DC said and to check the log files if ANY. Anyway, to reply a ticket 6-8hours later is not really appropriate as NetxServer is a company with I believe, quite a number of staff. Still, it is just my 2 cents so you can disregard it.
Personally, I do feel that Cameron could of been a little bit more gentle with this client. I do understand that it was his personal handle and that he does not personally provide support, but threating to block a customer seems a bit immature to me honestly. You also didn't even acknowledge his request for a refund. Something a long the lines of "Please give us some time to work on this matter then we will discuss your refund", would of been sufficient. Nexopedia, I understand your frustration and that your server had a problem, but I don't think you can just lose control of yourself. If he is asking for you to redirect your request to the correct department, it is in your best interest to do so. Why should he try and fix something that he does not know anything about? It is not a matter of not taking care of clients, but he is telling you the best course of action. *shrug*. In a lot of ways, the two of you are wrong. Just my opinion though.
Oops missed that 6-8 hour reply thing. Now please, tell me when there was ever a 6-8 hour reply time? We had a time where emails telling you that a ticket had been replied to was on hold for about that but it never took that long to reply
i would just like to put its fsck and fstab the fstab stores the partition data and cannot be edited as its a read only file the only way of corrupting it would be through gparted or cfdisk. fsck means that one of the hdds has a corrupted sector which is fault of the company as its dodgy used hardware.im sorry but i am redhat certified along with mcse and mcsa trained in both 2003 and 2008 so i know what im talking about here.its at no fault of the client as even if he did manage to edit the fstab then it would just revert back unless you have booted the server into single user mode.
Well lets say, I had a problem on an old server that the FSTAB file was corrupt, but that was because a trojan horse was planted by a customer. And like it said: Before, but not this time. What does FSACK have to do with FSTAB anyway? And plus the HDD should have been mounted when the server had been setup. And also, even if it is your personal MSN, you should still treat your customers with respect. Exactly, but before it was in my control, when you were rude to me, and wouldn't offer it to me. I only sold it off 2 days ago, when I was experiencing a problem 7 days ago. So there is no excuse for saying that. And for the ticket reply time:
Thank You. Well, I had some not nice news on that morning actually so I was acting really mean to everybody. I blocked him because I had just had enough. I almost threw my laptop out the window at one point I can post the entire chatlog, I started out rather calm but it went on and on and on until I just lost it. I suppose I shouldn't have done it but I can't take it back now, right OK then, thank you for your opinion. The hardware was brand new and was able to be fixed as soon as a tech had received information from the user (root password). But you have to agree, it wasn't a fault of ours either, correct?
But you see, it proves that you cannot handle your customers. But lets see, why were you on the live support thing after you had blocked me? I would like to see you answer that one, when you were also happy to talk to my friend over that as well as MSN. Even though you will still rude to him.
I wasn't after I got off MSN. After I blocked your 2 friends I got off live support which was about 20-30mins after I talked to you. Now let's say you were in a really bad mood, had just got some bad news and had a customer hounding you and then have them set 2 friends to nag you, truly, what would you do? I could have blocked them (which I did) or I could have gone off at them and at that stage it wouldn't have been very nice. Anyway, If this thread is still going in the morning I'll post some chatlogs too.
Well I would have attempted to sort it out. And treat them with RESPECT! And also you said refunds were outsourced, and that you couldnt give a refund any way, so basically your ToS is a load of rubish, which basically what you were saying is that you dont want to give a refund anyway.
Nope, I didn't say I couldn't, I said I wouldn't. It is outsourced to 2 accounting friends of mine, and if I give out refunds it messes up the system because money goes missing etc etc. Last time one of my tech staff gave out a refund we had to re-balance everything and it was a nightmare. Also, our TOS is not 'a load of rubbish' if the server goes down because of a fault of ours then you can get a refund. As it didn't go down as a fault of ours, we can't offer a refund. It's really as simple as that. Anyway, what is done is done and I am not going to post in this thread again as it can't be taken back can it? Oh and just to add finally, coming on to live support with a fake name etc wasn't exactly the smartest thing to do, it makes you look quite immature trying to trick me OK, I'm out
yes i will admit your not at fault nor is the customer neither of you are at fault it looks as if it was a combination between the hdd drive and whm the customer should of known never to reboot the server through whm thats a last resort everyone knows it can cause issues you should always do it through shell
At the end of the day all companies have bad days, usually more good than bad - As has been the case with Netxservers since I joined DP. Since I joined I've seen nothing but the utmost respect for Cameron & Netx from customers and neutral forum members alike. He's a genuinely good guy from what I've seen. We all, on a personal level, also have bad days... Always make sure you take the above into account before taking a problem like this public.
OK, he told me to go ahead and post a review, so I did what he said, so no one can really complain about that.
its not really a review its a moan so no you didnt do what he asked you todo and he is well in his right not to offer a refund as i said its not his fault or yours so there is no one to blame which means there is no use for the refund.stop trying to get money out of him it aint going to work and is makeing you look quite stupid on dp cameron is a respected guy. and i know what im talkiing about when it comes down to pc's and servers as i have been working on them for over 9 years now in a unix and windows enviroment.so i would quite whilst ahead.oh and using a fake name on live chat is an illegal offense its called deception.