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Comments
This time we are simply not unprepared but we know what to do in the right way, but we will see now how the situation goes, everything should be back online
No, I'm dead serious. I'm glad you can laugh about it. Because I can't. The whole situation/company is one big joke.
"Everything should be back online", but it's offline already for 40 minutes, and if it wasn't for someone here to mention it to you, I even doubt if you'd have noticed yourself.
My VPS is now "on" again for less then 7 days and this is the 3rd major incident I've had to report to you in that period of time. And in the meanwhile you keep on trading (i.e. making more victims) and putting offers online.
I'd suggest you don't do that until things have been really solved and proven stable.
BTW: Still waiting for a real and serious compensation offer. Just mentioning 2 weeks (which in my case were much, much long) of issues and 1 week service addition for that is an insult.
Honestly, I don't think we did anything wrong here. An attack created problems after days and days of trying. Instead of being caught unprepared, we immediately activated alternative solutions and got everything back online in the time it took to connect to them. What else were we supposed to do? Do you think it's simple sir? I mean, if something goes offline, I get 100 different alerts, Do you think I don't know?
Furthermore, the compensation isn't the one you received, but there will be another one that will be communicated via email as mentioned by Sunday.
The new upstream is working to update some filters and make even stronger protection right now.
Now nothing works.
I can't access all the servers.
To be honest: DDoSses can happen. I know. This is going on for weeks and weeks, and everytime we hear "we are prepared" kind of stories. And it happens again and again. I've got dozens of providers, quite a number have had DDoS attacks and none of them have the same issues for that period of time that I have with you guys.
Well, ask yourself. Your response @6:50PM: "Let me check". That's not a "I got 100 different alerts, there's something wrong, we're on it". That's a "O dear, I'll have a look".
And promised quite a few times before. "No questions asked" remember? But still postponing. I think there is only one solution: refund everything and take back the VPS. In the whole period haven't been able to seriously use it.
You said everything was working.
In the end, nothing works.
What did I pay money for?
When will the servers be stable?
Turned the VPS off again and removed it from active monitoring. Too much frustration.
After I got refund by PayPal, now they say they actually delivered the item (service):
I mean, do you expect me the give back the refund? After what happened, do you really think you actually delivered the service I paid for?
I bought a VPS from you 2 months ago, and it's been constantly going down. At first it was weekly, now it's sometimes daily, and the outages last for hours.
I didn't even bother opening a ticket sice it's just €12 vps, but this is beyond ridiculous.
Why are you selling a service you obviously can't keep running?
This is genuinely the worst service I've ever paid for. Absolutely embarrassing.
Get your shit together. Seriously.
I mean, beyond these two weeks, where would there have been other such significant daily downtime issues? Let's be clear: we sell a service that people want and know is worth what they pay for. Our reputation, is not that of a scammer. There's certainly room for improvement, but after today, I think we're proving we're taking the right measures.
Opening a case instead of contacting us directly goes against our TOS and obviously doesn't help resolve anything to be honest sir
Our upstreams are working together to give you a good stable service, this week I don't think there have been any other problems, unfortunately we are under attack every day and every minute, something inevitably could get in sooner or later, but the important thing is to have the right countermeasures
Order number: 2688889754
Thanks for the offer,
Surprise me
I'm pretty sure a lot of people have contacted you.
You might want to stop trying to figure things out.
There's a limit to making excuses...
You have an entire comment section against you and you don't want to open your eyes.
If you haven't figured that out, you're just fooling yourself at this point.
Also, you were the first to violate your own terms of contract so go make fun of someone else
Ohh, so I haven't tried to contact you?
This is the treatment I got the day after purchase. No comments needed.
I get that you also had a problem in the frontend (see my other comment, and keep in mind that also emails of ticket replies were blank), but that's not a my problem. You can't come here and say I just went straight to PayPal "instead of contacting us directly". So bold of you.
He is happy, new funds have come in with his new sales.
This is your opinion, I assure you that in reality the situation is quite the opposite, we have hardly had any problems with PayPal, certainly there are tickets with people complaining on the billing, but people know us and know they can count on us, the comments section can be for or against but that's not what interests us, we are interested in providing a good service, which is what we are currently trying to do by fixing the problems.
I don't see any problem with how the situation was handled, the white message was due to a temporary bug that other people encountered and that has been fixed, if you read the customer area you could understand what happened as the warning is clearly visible, and what we are doing to resolve it, as you yourself posted
All funds are used for redundancy systems as we have demonstrated today, if you think we will get rich with these offers you are wrong
Are you sure about that? Yes... I am one of the people you have been ignoring for a week. You ignored my previous request for a refund and cancellation, something that isn't possible because you apparently think it's normal to invoice and automatically debit well over 1.5 months in advance so that it has to be resolved via a ticket.
You know, that ticket that can't be opened as long as a technical ticket is open because you limit the maximum number per customer to one, and a bug makes it impossible to close the ticket.
In other words, it's nice that you say all that, but for now, I can't really trust you... the only feeling and impression I've gotten is that you take a damn long time to do everything, constantly asking for patience and demanding respect, while eventually you just completely ignore me (and a number of other customers)!
So... speaking of good service, just answer your customers via tickets and make it possible for tickets to be closed and reopened to, for example, finance for a refund.
Well... if people aren't satisfied... they're paying for nothing, then it is indeed easy money to make and get rich, and it is investing with money from dissatisfied customers who would rather have their money back than be screwed over.
Even 100 orders would generated under €2000 which isn’t much really and I am sure all of these would easily vanish with such system upgrades etc. so this is not a hugely profitable business in reality. I respect the team in running business in such a tight cash flow
It will vanish even faster when more and more consumers start to complain and eventually escalate the issue with PayPal and in the end share their opinion via multiple platforms.
Profits can increase, but at least respect your customers, take those same customers serious and never ignore them as long as they are your customer and have paid for a service. If your unable to commit on such a thing, your not worth any respect nor a dime and unfortunately DeluxHost has a increasing amount of customers that are ghosted (ignored), asked for a refund etc.
As we (by the way) always say, trust comes on foot but leaves on a horse... And how they act towards me - as well a few others - isn't professional at all.
In my opinion communication is key. And this provider communicates a lot, but only makes things worse by promising things that aren't lived up to and (more importantly) denying things that happen.
Any provider of a certain size will have issues and less happy customers. Even if 99.9% of your customers don't have an issue, don't mention in public that there aren't issues - because the 0.1% that have will read it, are already unhappy, and will be aggravated and frustrated.
Stating "we didn't have issues before 2 weeks ago" only challenge those people to come out and express their frustration. Especially when those things haven't been solved yet.
The main risk will be in just over half a year time when most renewals will come. The whole thing has been build on "expansion" and when an exodus of customers takes place, costs will be too high for the number of users. With the PR mess they're creating that still is a real risk.
Okay boss. Please answer this. why anything outbound is dead atm?
I run a small proxy on my server for personal usage and it has not worked 50% of the time during last two months, no exagerations.
now keep telling yourself lies.
@DeluxHost, are you kidding us ? Servers down again ? And the status page shows MONITORING instead of OFFLINE ? Are you still happy ?
Not all customers check LET or LEB but rely on communication via tickets. If tickets are systematically ignored over time, then you cannot call that communication.
Let me put it this way: people I refer, both with and without affiliate links, are not even familiar with LET/LEB.
Port 80 was finally reachable last night after a VPS reboot, once again after the entire IPv6 system was down again. But by now, two of the two VPSs I have at DeluxHost have been completely unreachable for more than an hour.
Up until 2 weeks ago, I definitely had problems; for instance, one of the VPSs had to be forced to restart every few days because it lost its IPv6 connection.
I have monitoring running, and a quick reboot isn't such a big problem, but it does become frustrating in the long run. It is not without reason that I have already cancelled one of the VPSs early, and a second one was possibly in the planning. After the recent outages, the decision was actually made quite quickly, but I was forced to renew because DeluxHost issues and collects an invoice 1.5 months before expiry.
DH: The number of customers is increasing.
That's nice, but a number of new customers are now also saying that since the delivery of their VM, they haven't been able to use it properly for a single day.
DH: The number of complaints isn't too bad. That's also nice, but not everyone wants to discuss things via LEB/LET. And if you read some of the arrogant responses, there is very little point in getting involved in a discussion. Additionally, customers have no insight into the number of tickets, so it is easy to deny that there is a large volume of complaints.
There is only one way to prevent a exodus, and that is damage control; that is to say, do not adopt an arrogant attitude and contradict customers, as this is mostly counterproductive (and increases frustrations)...
Perhaps it is even better to accept refund requests to limit the damage. In any case... I advise everyone to share opinions/experiences, not only on LET, but also via various review sites, and especially update them when both positive and negative changes are made.
I don't think we differ in opinion about and experience with this provider - I only wanted to point out that - even though they communicate a lot - they make things worse and worse every single time by the things they're saying. Again, stating that "everything was fine until 2 weeks ago" will bring out all customers that read that statement and have had issues with them before and they will all have their thing to say. DeluxHost just waves them away as being a minority that only comes to the surface when things go wrong. No Matteo, you triggered it by your statement.
I also have a long list of frustrations, tickets and not lived-up-to promises. And I'm more-than-done with this provider. As said a couple of times already: I have monitoring, and every time I try to see how the VPS is working it just gives a shitload of warnings of constant things going wrong that I just turn of the VPS again. It's worthless unless you are amused by getting kicked in the balls every couple of days.
Two hours my both servers id down.
Why?
True on that.
They say a lot, but what they say is the same as the quality of the service
IPv4 (1min checks - updates automaticly)
IPv6 (1min checks - updates automaticly)
And here we go again, yet another reboot so IPv6 will come up. I have never experienced this sort of service, quality etc. in 28 years.