If about Feb 27th I had bought a VPS subscription with this provider.
Product/Service: STORAGE Linux - STORAGE 1
Domain: cloud862747.zetservers.com
Control Panel: None
Location: Washington (EvoSwitch Datacenter)
Operating System: CentOS 6.7 64-bit
Extra IP Address: No additional IP
How did you hear about us?: Google
First Payment Amount: $15.00 USD
Recurring Amount: $15.00 USD
Billing Cycle: Monthly
Total Due Today: $15.00 USD
This server was located in Washington.
Then halfway through a month I recieved this letter.
Hello,
We are in bad contractual disputes with our hosting provider in USA.
Please backup your data, just in case the negociations do not go as planed.
We apologize for this situation.
--
Kind Regards,
ZetServes Administration,
[email protected]
www.zetservers.com
I replied very politely back. Although I was kinda mad they did not pre-warn me of an ongoing contractual dispute.
I told them to keep me updated.
-----------------------------------------------------------
They replied
Hello,
Thank you for your cooperation.
----------------------------------------------------
Suddenly without warning on March 13th, they shutdown my server and transfered it from Washingto over to the NETHERLANDS in another COUNTRY an oceans away!
This is a notice that an invoice has been generated on 13/03/2016.
Your payment method is: PayPal
Invoice #12830
Amount Due: €13.65
Due Date: 27/03/2016
Invoice Items
STORAGE 1 - cloud862747.zetservers.com (27/03/2016 - 26/04/2016) €13.65
Control Panel: None
Location: Netherlands (EvoSwitch Datacenter)
Operating System: CentOS 6.7 64-bit
Extra IP Address: No additional IP
------------------------------------------------------
Sub Total: €13.65
Credit: €0.00
Total: €13.65
This really pissed me off because I had lost a good amount of money on customization and administative freelancers I had paid for to get the VPS optimized.
So I sent them this.
From me,
#2Author of original report
Sat, May 07, 2016
I no longer have a subscription with your service.
I just received an UNauthorized charge on my paypal which could bounce my account. Please refund and fix ASAP.
Thinking that my dealings with zetnet was over, I continue to wait for my refund. Although Zetnet obviously knows I don't have any services active they refuse yet again to take responsibility for the charge.
Zetnet and their arrogant reps continue to make getting refunds impossible from the looks of it. The 2nd time.
#3Author of original report
Fri, April 29, 2016
Your apologies accepted.
I understand your perspective but I would have never filed a report if you would have practiced better business ethics.
I don't enjoy having to fight for my money back or to have to explain to a company that it was their fault.
In good business practice when your nodes fail, you refund or give at MIN an extra month to make up for the clients loss.
I'll use one of my old provider as an exmaple. OVH.
OVH CREDITs their clients 1 entire month their nodes fail only 1 time. I did not have to submit a single ticket or have to EXPLAIN to the billing department that my servers were dead for 1 hr. Some cases full refund.
It's not about your problems. It's about the clients loss & problems. You provide. When your system is down, you compensate. Simple as that. You don't make an issue out of it and send the client somewhere he has no idea he would be put at. In my case OVERSEAS.
I was not satisfied, lost $$$ and through it all I was very friendly when I was asking for a refund but your SUPPORT and billing departments REFUSED that completely and there was no compensation plan in place. I was told that I was beyond their XX days and so it required a few too many extra "time" consuming posts to get it through to your company that it was the companies fault.
Again I did not enjoy wasting time filing this.
I would hope that in the future you understand your faults and have some compensation plan in place so the clients don't lose money. That istead of simply telling them, "Hey you are beyond the XX days so no refund."
Have a nice day.
Please Note: I was just CHARGED again yesterday 4/27 and now I have to go waste MORE TIME putting up a ticket for my MONEY BACK "AGAIN".
Seriously messed up.
NETACTION
Lipova,#4REBUTTAL Owner of company
Tue, April 26, 2016
Hello, We are sorry for any inconvenience. Unfortunately we had a hardware problem with one of our virtualization node which affected some clients. Due to the nature of the problem, we needed the help of the partner datacenter for data recovery. As per our contract with the partner datacenter they should help us to recover data. Even in this situation they failed to recover full data of our clients. We asked you to backup data before they taked down the node for data recovery. We are offering compensations to all affected clients, so please open a ticket and ask for help. Ticket reply could be delayed in this period because our staff is very busy attending clients with this problem. We are very sorry for this situation and would like to make you sure that clients satisfaction is our main target. We are doing anything we can to help all affected clients. We are offering them servers in our own datacenter where we can handle problems faster and easier. We take measures to prevent data loss, but hardware failures can occur to any provider so we still recommend all our clients to take regular backups. Kind regards, Robert - General Manager NETACTION TELECOM