New on LowEndTalk? Please Register and read our Community Rules.
All new Registrations are manually reviewed and approved, so a short delay after registration may occur before your account becomes active.
All new Registrations are manually reviewed and approved, so a short delay after registration may occur before your account becomes active.
HostDoc Issues
This discussion has been closed.
Comments
Heh. It depends on the issue. We have only heard one side of the story!
You mean more than once?
Maybe it's mean that you can't use all the vCPU assigned to you for xx period of time. How many times did you run the benchmark?
I installed DA last night and system load is above 3.0 (4 vCPU) for 10-15minutes, it's still running now, no message about warning whatsoever, or just because I'm not hit their limits.
Now I'm curious about their CPU policy because there will be compression task on my VPS.
that is not true, I was asking 2 or more times
@HostDoc can you post a full chat here?
@Lviv - how much was the amount you requested to refund ?
sort of ...
from https://kvm.doctor/terms-of-service/
did u buy from flash deal? flash deal has no refund.
It was 1 time and yes it might consume some CPU and other staff for some time, I was sorry bud I didn't like how it was handled and asked for a simple refund
Well did you spazz out in the ticket or live chat?
I didn't know how to open the ticket so this was my first question and it was the live chat at his site
Interesting. The doctor needs a doctor maybe.
@Lviv - "spazz out" is a colloquial term indicating a display of agitation with overtones of irritation, indignation, and perhaps a spergy splash of "lalala I can't hear you"
he said it has 7 days refund and then disabled my services, I have used it for several hours to yum update and test only
would just note the potentially crazymaking dynamic in this thread of several people popping somewhat leading questions at @Lviv more or less simultaneously
good times, lol.
take a deep breath
My questions:
1) how much money / time will this cost @Lviv and/or @HostDoc ?
2) might there be something more @HostDoc could do to smooth out any rough edges in their customer relation management processes ?
1) £5.99 GBP + £4.99 GBP
not a big money but he was willing not to refund it
yes, please
let the hunger games begin!
you are not answering my question ...
did you ask for refund and when they doesn't want to give refund then you going to paypal and open dispute
OR
you going to paypal first and open dispute, then you going to hostdoc and ask for refund ?
umm read his answer it might help
did you ask for refund and when they doesn't want to give refund then you going to paypal and open dispute
OR
you going to paypal first and open dispute, then you going to hostdoc and ask for refund ?
at first it was a nice chat ....
I have asked 2 or more times (first time like a strike at the beginning), after all, he said some tech, and than good luck with the dispute and good night
Funny. Har Har Har.
Okay guys, I am here now, was sleeping, this will be long so rather than eplaining, I will just share the entire transcript.
Long story short, client used 400% of 4 cores doing a serverscope for nearly an hour. When he mentioned what he was doing, I unthrottled him, gave him a new script that finishes faster and he went away happy and even purchased a second instance.
Bear in mind this is SG which I am already sensitive about and adamant and users having a great experience.
Transcript to follow, I just need to make sure nothing personal is there.
Quote
can you explain would you mean?
Visitor navigated to Client Area - HostDoc Hosting
Vit
00:03
hi
HostDoc (Me)
00:04
Hi
Vit
00:04
what's your refund policy?
HostDoc (Me)
00:06
We offer a 7 day refund for plans available via our site
Promotional offers do not have a refund guarantee.
If it is a birthday offer, that too will have a 7 day refund
Vit
00:07
it's about today offer
HostDoc (Me)
00:08
That would be my birthday splash then?
Vit
00:08
yes
HostDoc (Me)
00:09
Well, that is the policy.
Was there a reason for you asking about it?
Vit
00:13
yes, you gave me a worning after a simple(or not) test and i dont thik i can work with you, i dont like to be disabled at any moment.
HostDoc (Me)
00:15
I did not give you a warning. I throttled you reducing your CPU to our fair share amount of 25% and disabling burst.
Disabling you would have been either an immediate suspension or killing your instance.
They are two different things. One is a nice way keeping you online. The other is abrupt.
Vit
00:19
i just dont like to be disconnected for some tech reasons, this will harm my business
HostDoc (Me)
00:21
Once again. You were not disconneted. If you were, you would have lost connection.
You were throttled. Keeping you online while bringing your CPU usage under control.
Any host who will allow you to use 400% CPU non stop and allow your neighbours to do the same will no doubt interrupt your business because the service is not usable and everyone is abusing.
We like to be responsible.
If that does not fit with your business then okay.
Vit
00:25
i understand that i dont have 4 core dedicated, but shit happens, what if your CPU fair policy anyway?
HostDoc (Me)
00:30
Shit happens??
Okay, lets take this scenario.
Your neighbours mysql 6 core instance runs out of control using 600% non stop and raising the load to 40.
The owner is unaware and the VPS is slowing down everyones VPS on the node.
Rather than suspending and taking his mysql offline, we throttle it and bring irt back within reasonable usage until the owner fixes.
The other alternative is immediately suspending for abuse.
Under your "shit happens", nobody on the node will be able to use it if your processes run wild.
If suspended, you will not be happy even though your processes were causing a problem for other clients.
As a median, we throttle, keeping you online and other clients happy.
You are free to go elsewhere and I will be happy to refund you as I cannot spend the last minutes of my birthday in a chat such as this. It is ridiculous.
vCores=25% is our policy with the ability to burst up to one hour a day
Vit
00:36
i know that and i agree but don`t you have something like cloudlinux to limit the users on demand?
HostDoc (Me)
00:37
Cloudlinux is for shared hosting and does exactly what I have been saying.
When abuse is detected, it throttles.
That is what I do, I throttle/limit the instance while keeping it online
Vit
00:39
ok, i'm fine whith throttling for some time, just don`t disable me
HostDoc (Me)
00:41
So long as you ensure your instance is secure and not compromised, throttling will also be our solution for abuse.
If you have been compromised, then to protect our network, you will have to be disabled.
So long as your instance is secure and no abuse takes place, we shall never have a reason to intervene your usage
Vit
00:47
ok. i'm ok whith that lets see that happens next. But It's strange for me, it's my first conversation like this for 15 years, i feel like I'm on very shared hosting(((
HostDoc (Me)
00:48
Welcome to the HostDoc difference.
We understand clients will need support, and offer instant support as opposed to send a ticket, wait a few hours for a canned and unhelpful response, then send again, wait etc.
With live chat, we can iron out any issue immediately therefore increasing efficiency
Vit
01:04
i would like to keep those offers but i have have to know what is my limits, what i paid for. Can you give a full refund? becouse i dont think i can trust you whith my projects in this conditions
HostDoc (Me)
01:06
Sure you can.
All refunds are minus the gateway fee we are charged.
I cannot continually spend 1 hour in live chat to be asked for a refund at the end. My time is worth more than that so I will happily process your refund as soon as is possible.
It is now 1am here, so please open a ticket so your refund request can be tracked.
Vit
01:08
my time isn't worthless too, and i spend more that you to be fair
HostDoc (Me)
01:09
I'm sure it is.
Please open a ticket for the refund and use the cancellation feature in your client dashboard to cancel the service.
Vit
01:11
i dont know how to open a ticket, that was my first question
HostDoc (Me)
01:11
Which I answered. Under the support section on the menu to the left if clicked, there is a sub menu with "Tickets"
Click that
Vit
01:12
there are no buttons like open new ticket
HostDoc (Me)
01:12
Click tickets
01:13
It then presents the option to open a ticket
Vit
01:15
i dont see that
HostDoc (Me)
01:16
It is impossible to miss.
I do not understand how you do not see it.
In fact, open ticket is directly below support, no need to click tickets
Vit
01:17
i will send a screenshot
HostDoc (Me)
01:17
Screenshot_2019-07-09 Client Area - HostDoc Hosting.png
78.84KB png
Vit
01:30
ok can you just cancel this 2 services and refund?
HostDoc (Me)
01:32
We need to follow procedure. You will need to cancel the service and open a ticket so it can be tracked.
You have wasted a further 30 minutes of my time asking for a button that isclearly visible without the need to look as is evident from the screenshot.
01:34
I believe I have now answered all relevant queries and shall end this live chat that has laster 1hour 30minutes.
Have a good day.
Vit
01:36
will you refund or not? i was asked about it from the start
01:56
ok . i have opened climes whith paypal
HostDoc (Me)
01:56
Great.
Now I can ban you wasting my time
01:57
Your refund was always offered
Read back
Now there is an admin fee for fighting the claim for the gateway fee
With this chat transcript alone we will win
Goodbye
01:58
Visitor left
Lol. Just, lol
I persoanlly would like my CPU throttled rather than get the VM suspended and have to ticket and wait for another few hours exp!aining, etc.
well total £10.98 would buy a decent-size sack of potatoes ...
Seems that the refund "policy" isn't exactly user-friendly here in my opinion - it is more or less spelled out in the terms and conditions though. The "12 hours / 20 GB" parts add an interesting wrinkle.Just read the chat log. Nevermind. Refund policy seems more than reasonable under the circumstances.As for the 4 vcores advertised on both the KS and SG deals - one might expect that would mean it is permissible to use more than one core at a time.
not sure exactly what's involved in running "some serverscope benchmarks" - this could go either way ...
still - my understanding is that exercising CPU up to an hour per day is generally within bounds on a HostDoc deal
EDIT2:
Just read the chat log. Alrighty then. Nevermind.
This is an example of why we can't have live chat at most providers.
Okay guys, I am here now, was sleeping, this will be long so rather than eplaining, I will just share the entire transcript.
Long story short, client used 400% of 4 cores doing a serverscope for nearly an hour. When he mentioned what he was doing, I unthrottled him, gave him a new script that finishes faster and he went away happy and even purchased a second instance.
Bear in mind this is SG which I am already sensitive about and adamant and users having a great experience.
Transcript to follow, I just need to make sure nothing personal is there.
yep I was happy and I did some serverscope benchmark, I was sorry when I heard that am not allowing this kind of server stress
I didn't like that and asked for a refund what is the problem?
Well just when I thought I was noob, someone just got into my personal dumb list
You open a paypal dispute
You have wasted more than enough of my time and failed to read.
Your refund was never once refused.
But you just continued and continued. I wanted you to have your refund so I would never have to deal with you again and directed you to where and how to get it done.
Waited. Waited. Then you opened a dispute? Rather than open a ticket?
This is all on you Lviv. Thank you for making the end of my birthday as crappy as @MikeA bone dry jokes.
It's why I have my sanity. 70% of chats were time wasters. 10% were legit sales questions. 10% were real support. 10% were questions that trailed off into random conversations. Tickets are so much better, and can be replied to instantly if needed, and not if not.