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I'm sorry you feel this way about us. I wouldn't agree that we're twisting words and refusing to acknowledge issues. In our ticket replies we specifically continually apologized and made reasonable efforts to remediate it. A replacement was rejected, until being spoken with Maggie. Once he accepted the replacement, we immediately got on it and it was delivered today, within the 7-14 day timeline from once he accepted the replacement.
I agree that we could have been more proactive in offering a replacement earlier in the process, and I acknowledge that this was a breakdown in how we handled the situation. That said, a replacement was offered, but as Leon didn't say at the time that he wanted to proceed with one, we continued to treat the matter as on hold while awaiting the RMA. Following his conversation with Maggie, he agreed to move forward with a replacement.
In hindsight, we could have done more to revisit that option sooner rather than allowing the process to continue as it did. I'll take responsibility for ensuring we improve on this going forward. We appreciate the feedback, and we've discussed this internally to make sure we're more proactive in these situations and that replacement options are revisited where appropriate, rather than relying solely on the initial conversation. We're sorry for the frustration this caused, and we'll take the necessary steps to prevent a similar situation from happening again.
Leon did not place an order with a standard stocked configuration. His ticket specifically required a custom specification machine.
I'll bow out from the thread as I think I've said all that needs to be said. As I said above, Leon received his replacement machine. He was offered in the ticket earlier today a refund as well which he chose not to respond to but instead posted here again. Given we did not receive his response, we continued with our previously stated deployment and handed him the credentials to the built machine.
That's convenient. It's unclear whether he accepted the instock temporary server or the AMD because being given the choice between in-stock and 14 days ETA, it's insane you would even suggest the option that wasn't immediate.
You also then quoted 14 days and gave an ETA of 10/23, which was four days ago.
Your wording is weird. You make it sound like you chose after he was offered a temporary in-stock server to change it to something beefier (unnecessary) that would take 14 days. That can't be right, that's insane. So this reeks of shenanigans.
Did he receive it? OP says you haven't delivered it, that's his fucking point of being pissed off and making this thread. You also need to say business days to make it clear.
Fair enough if OP gave you a text list of what he required; but if it was a CTO order form on your website, that directly included parts to select for the custom configuration without stock lead time or out of stock indicators, then that's you're fault.
Comedy is, 50 days in OP only got a replacement server.
His server has been claimed to just of been delivered in the last few hours, since the posting of this thread.
Convenient, sure but cant prove malice here anymore sadly although without this thread could of gone past there 14 DAY ETA, which is tomorrow (Although to be clear as it's long thread, this "14" day ETA is also conveniently when he "Accepted" the server after already waiting past fake deadlines and being refused refund. sad part is Providers last reply to me was decent if they had this attitude immediately with OP or in this thread, reactions would of been dramatically different.
The truly shocking part to me that refund simply is not an option, of course OP will take temp server, it's better than F all.
And no offence to maggie, but any support agent that can keep happily delaying a customer past 30-days is no longer just acting for the sake of the business it feels's trained - intentional or yet, they are either not equipped for this job, or has no line of communication to someone that matters.
(Or worse that person she does communicate with is the lazy one!)
Oh, this is incompetence, no question.
Oh yeah i'm with you, replacement server on the last day of your way overdue ETA of 14-days when initial server was 3-5. After 20+ delay inbetween :S
Feels almost "Intentional" if I was to say so myself.
Sorry about that boss, to be very clear - it was going to be 7-14 days regardless. We made the decision to upgrade his replacement from an older Silver machine to a newer 9950X-192G. No shenanigans, just wanted to do better for the client's replacement machine while we wait the RMA. Zero cost to them until we get the CPU in, including the 10Gbps of bandwidth they intend to consume on the server.
Yes, he has. He was delivered it today, which was on-track regardless of this thread. If he had not posted this, he still would've received it today.
I wish we could make 9950X's appear within 8 hours... that's a dream. Our vendor lead times on 9950X's alone are about 7-10 days from the time we order parts to the time it's arrived at our datacenter, then we have to arrange with remote hands to get it racked and online, then we put it through a memtest86 & drive burn test before we hand it off. Once that's all done, we provision the OS, hand it off.
I find this very unprofessional. In my opinion, the best solution would be to issue a full refund and protect the company’s reputation.
I think once you factor in compensation for OP's sunk cost, it evens out! Full refund.
I wonder if this is going to leave a bad taste in the minds of future users who might have thought about taking a service from terabit. Welp hope things get mellowed out.
his hand refuse to do that
@SilverCreek now shows ur the BF offers, so we forgive you ! make the 7$ offer rain baby !!!!
What exactly are you talking about? I already replied to you with screenshots from the ticket clearly showing that I was the one who requested a temporary server as an alternative, and that you ignored my messages.
Everything is documented in my previous reply, which you haven't even addressed. Instead, you keep repeating the same claims while completely ignoring the evidence I've provided.
At this point, it honestly seems like you're avoiding responding to those points because you know the screenshots contradict what you're saying, and admitting that would mean acknowledging that you were wrong.
it's clear he is, I called him out on every point and every response he focused on the same 3 things, funny enough got offended when I said he is insulting users saying he cannot refund (Of which he clearly is and has the money, ability to use a computer and buy crypto)
but never focused on the 10's of points i helped clarify for you over and over. He choose to try take the high-ground then replied again anyway making it worse.
Most shocking thing, if they are using there delays to justify this time-line, and aying the replacement server was there ontime! Comical, those SS's clearly show you was never the one to delay that ticket and on-top of it should of been there's to offer immediately PRIORITY 10 yet it was in the same build queue, waiting for last minute insutling.
Funny thing is I actually have 3 VDS with them, paying full-sticker too for a live-site. Will be moved by friday.
I really appreciate you standing up for me. Thank you for your support!
7-10 days lead time for 9950X is crazy... I can get one in couple hours.
Ignoring client tickets for "playing time" was...interesting, too bad @leon10 has screenshots.
The whole thing is handled very poorly from Terabit side. It would been way better to single person handling all the communication and making RMA, replacing parts and offering temp server, relying any new information to client priority number 1.
For OVH, maybe, they run own datacenters with own staff always on call and also have insane amounts of hardware, like literally multiple metric tons ready to use on site.
Other people... not so much. Remote hands are painful, man, I am talking from own experience.
wow, now, imagine when the hardware fails, and you have to wait another 52 days for a part replacement.
shitty provider in my opinion.
At least not 20k in btc…
Am I missing something?
Plot twist: imagine if Terabit.io was secretly INTERNET MAGNATE (PTY) LTD...
🤔
Welcome to LET
Serial re-engager. Recidivist.
Yes, one critical part: Host wants to keep the money
I don't know what supplier you use, but a DOA component gets replaced from new stock and doesn't go through RMA with Intel. Doing better was delivering something immediately, not beefy. You're in a business where you need spare parts on hand. Having a dedicated server that would be offline for weeks is insane. I don't know if you know what industry you're actually in. I'm going to guess you don't have any SLA or else you'd be plenty aware.
Is this for an internal NIC? Configuring an MTU of 9214 is stupid on Internet facing NIC and will lead to problems.
And then you logged into it after it was supposedly delivered? LET doesn't like that shit, AT ALL.
It’s somewhat unprofessional, and having such a long delivery time... that’s just not right. We receive equipment the very next day if we don’t have it in stock at the datacenter; if it’s urgent, we can even get the equipment delivered the same day regardless of the processor or the specific hardware. Plus, we keep a fairly large stock of equipment on hand.
Regardless of the situation, we cannot let the client wait even 2 days let alone nearly 2 months.
Tough one... I really like Terabit. Very satisfied customer myself but waiting that long on a 2K build would definitely piss me off as well.
Would also have requested a refund and move on to another provider.
Even with a replacement server, you'd have to take time to install your setup once, then twice when the real deal is delivered. Accounts for a lot of time. It quickly adds up so all of a sudden that 2K setup has become way, way more expensive.
Funnily enough they mention sunk costs as a reason for not simply refunding... How about sunk cost for your client?
It's a nightmare. handled very, very badly.
Think should help OP with a daily ping to @SilverCreek since they do not reach out to the customer without prompting, hope this is what was needed.