All new Registrations are manually reviewed and approved, so a short delay after registration may occur before your account becomes active.
Colocation Provider Not Shipping My Hardware
juniorrrrr
Member
After the issues I had with my colocation, which I mentioned in this thread (https://lowendtalk.com/discussion/201111/vlan-isolation-issues-at-my-colocation), I followed some recommendations and requested the cancellation and removal of my hardware. However, this led to new problems.
On February 5th, I requested the cancellation, and on February 12th, I paid the cancellation fees (for handling the hardware) and provided a FedEx shipping label for the return. The data center informed me that they shipped my equipment on February 18th. However, today is February 24th, and the tracking still only shows "Label Created."
Last Thursday (February 20th), I contacted the data center requesting more information about the shipment, but today, Monday, my ticket was closed without a response.
Does anyone have any suggestions on how to proceed?
Note: I discovered this colocation provider here on LowEndTalk and signed up for their service during a Black Friday promotion last year. Before contracting, I did some research and couldn’t find any complaints about them. They also have good ratings on Trustpilot.
Comments
Have you tried opening another ticket? Let's say by some weird miracle it was closed by mistake.
Also Did you try contacting them on PMs here?
(you dont deserve or need to do any of this to get your hardware not stolen, but let's try to be optimistic)
What's the provider name?
Guessing BreezeHost? They're the only provider I know in NC.
I just opened a new ticket to ask about the one that was closed without a response.
I prefer not to share the company's name at this moment
Send them an invoice for the replacement cost of the hardware.
Yeah, they ignore the tickets but they'll pay this invoice.
Send lawyers on their ass.
IF it is, discord might be a faster way to connect
I received an update on the ticket.
We had to have your customs form escalated to be signed by management. This has been completed and unit will be shipped by Wednesday on next pickup.
When it is sent and received, I'll come back here to update.
Interesting timing that you get a reply when there's a thread posted about them?
Did they reopen the same ticket they closed themselves?
You know what? Name and shame. That is not acceptable behavior
I opened a new ticket asking why the previous one was closed without a response and requesting an update. Instead of replying, they closed the new ticket (without a response) and reopened the Thursday ticket, which had been closed today, adding the update there.
Wait.
So you didn't tell us the truth 🤔
Props for not putting them on blast right away!
We prepare each server with a rocket inside.
When we want to take a server out of the data center, we send an HCF command to light the rocket.
The server will launch into the sky and then the carrier pigeons can bring it back.
No tickets and no shipping labels, just fast turnaround.
Update: My last post on the forum was on Monday, February 24th, and the data center said they would ship my hardware on Wednesday, February 26th. Yesterday, March 3rd, there was still no update. So, I responded to the ticket asking for an update, and I haven't received any response yet.
At this point, I’m starting to suspect that they might have lost my hardware or mistakenly shipped it to someone else. This delay just doesn’t make sense.
Note: Tomorrow marks one month since I initiated the cancellation process. I paid all the required fees to ensure the service would be completed, yet I am still waiting.
how much would you say the monetary value of your equipment is?
I purchased all the equipment on eBay, and it was delivered directly to the data center. I also paid the installation fees and later the removal fees. Adding up all my eBay orders, the total cost was $787 USD.
Generally speaking, if you are shipping it out of the country you'd have to fill out customs forms -- why is your provider doing that for you? They are not the exporter/importer, you are.
Correct
I completed all the necessary customs documentation myself. The data center only needed to sign it since they are the sender.
The shipment is from the U.S. to Canada, and I regularly receive equipment without any issues. If the problem is related to this, it would be much easier for the data center to inform me, and I could provide a U.S. address for the shipment instead.
AH, OK. The way they replied seemed like they were filling out the customs forms for you. I'd suggest you give them another day or two to rectify the situation, a casual bump won't hurt.
Was gonna say DM, but seems like it's all sorted now I'd be more than happy to help. I am sure I know the DC etc. Just a thought.
Hey @juniorrrrr,
We own the shipping delay mistake 100%. This initial hold up was the customs paperwork that had to be escalated higher to be signed by someone authorized in our company.
There is no excuse other than we dropped the ball. I went ahead and refunded the de-rack fees you paid and assure you this will be taken care of and hardware will be on its way within 24 hours.