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Think twice before grabbing DeluxHost deals (my 4-day experience).
Nov 9th, I ordered a VDS-1 (Amsterdam) and set it up.
Nov 10th, the server randomly shut down and wouldn't power back on. It stayed down for ~4.5 hours until Matteo finally replied saying the issue was resolved and "with infrastructure updates coming shortly, this will be fixed for good."
Nov 11th, the server died completely again. This time it flatlined at 0% CPU and 0 GB RAM in their own panel for 7.5 hours straight (05:18 to 13:00 UTC).
Opened an urgent ticket. Hours later, Lorenzo replies saying the VPS is online and asks me to "send us a traceroute/MTR from your location" - for a VM that was powered off on their host node for 7 hours.
At that point I'd had enough and opened a billing refund request (#TMWC07Q33PO7R).
Matteo replies saying refunds only work within 12 hours, tells me to take useless site credit, and asks "when did it last go down?" even though the 7-hour zero-metric graph was attached right in front of him.
I quoted his own admission from the day before and pointed to the graph. Since Nov 11 at 18:23, complete radio silence. Over 55 hours with zero response on the billing ticket.
- Nov 13th, it crashed again for ~35 mins in the morning. That's 12.5+ hours of downtime in just 4 days.
Funny enough, I just saw their new Early Black Friday post bragging: "We aim to review escalations within 12 hours." So I used their official escalation button. 18+ hours have passed since then - still completely ignored.
I guess they are too busy pushing Black Friday promos on here to actually answer existing customers' escalations or refund for broken nodes.
Proof screenshots:
- Nov 10 downtime graph (~4.5h down): https://imgur.com/a/viArnHW
- Nov 11 downtime graph (7.5h blackout): https://imgur.com/a/8SmfYiJ
- Nov 13 downtime graph (crashed again): https://imgur.com/a/5onowEV
- Ignored billing ticket (55+ hours): https://imgur.com/a/nBBuqZ4
- Escalations: https://imgur.com/a/D11Ua7B
- Support chat: https://imgur.com/a/JiJs7hS
An unprecedented "pleasant" hosting experience, @DeluxHost
Comments
First.
Another thread about Delux... DelusionHost
I hope these threads will ring a bell to those that are willing to buy their service, but I'll doubt it.