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Let's discuss their service attitude. dartnode.com
dartnode.com
They offered a very tempting price, and I don’t doubt the quality of their servers.
But as for their service quality, have any of you experienced something similar to what I have?
When you submit a support ticket, they hardly ever respond. They’re extremely lazy.
Some time ago, I had an issue that took 6 days, even more than a week, and they didn’t respond at all. I was so frustrated that I searched for their staff on LowEndTalk and sent them private messages, and only then did they respond. I wonder if I didn’t have LowEndTalk, would they have just continued ignoring me? My server was completely inaccessible the whole time.
That was just an issue from a while back. Recently, my server had another problem, and the Dell iDRAC they provided isn’t working. The scary thing is, once again, I can’t reach them through the support ticket system. I feel like I’ve lost everything—no one is answering me.
This has happened several times now, and I’m extremely, extremely disappointed in this company. Do they think that once customers pay the annual fee, they no longer need to care about customer support issues? How awful is that?
Do any of you have the same issue?
I have all the backend records with timestamps and screenshots. Dartnode, please take your problems seriously and resolve the issues as soon as possible. I don’t want to speak ill of others, but I'm posting here because I really couldn’t find anyone to solve the problem. My server can't remain unusable indefinitely.
Comments
@DartNode
interjection or grunt of agreement or recognition (e.g. yes, it's me!)
I'm having this, similar problem
I purchased their server and they provided an unfriendly IP which can't access google nor openai!
I opened a ticket and asked for a different IP, but, after changing the IP, the VPS straight away didn't work.
Then reopened a ticket and appealed my request and they just ignored me!
Yea, some public shaming should do the trick
For even faster results, change the title to something like “dartnode no response to tickets”
Go straight away to scam. Best result possible.
@DartNode
The sane solution here is to move on. If they are not taking your business with them seriously, there are other providers who will. However, let's wait for Dartnode to also comment on this, as sometimes providers do provide services that are completely unmanaged (looking at the first post, with iDRAC mentioned suggests this is a dedi) services and you, the customer, would have complete access to manage everything on your own - of course barring any issues that are out of your control, which need the provider's support, like network, iDRAC, hardware etc.
I had the same problem not long ago, they announced that they updated the platform or something. My VPS was intermittent and I had to switch to another provider.
Now I just went back and bought a VPS on dartnode but the VPS took a long time to install and I can't use it yet.
It takes time, yes. But LET effect made them respond promptly I guess, because I was updating their thread eveytime there's a status quo change.
I recently bought a promotional VPS from them and they had disk RW issues from the start (it's a common issue and LET community knows it). Their fixes simply didn't work out, even though they said they migrated me to a better node.
So I opted for a refund and they did refund me back after some back and forth, but it was not bumpy rather smooth. But their reply time is not to be considered anywhere near spontaneous. I agree for the prices they offered, I didn't expect a top notch customer service. I'd go neutral with them, personally.
I can't reach them from anywhere right now. If any of you know them, please help me find them. My server has been unreachable for several days, and there is very important data on it. This damn server is disrupting my work. I’ll say it again, I don’t want to damage their reputation, but if they see my post, please contact me as soon as possible.
Hey all,
We wanted to address this thread, provide some clarity, and address how we will move forward.
First, I'd like to thank everyone who has participated in this thread. Since day 1, we have approached the community with a feedback welcome mentality, and many of you have helped improve DartNode through the year and we appreciate it greatly. We see every complaint, comment, and ounce of feedback as an avenue to improve. At the end of the day, we love hearing the good, the bad, and the ugly for our customers. We will continue to act on the issues and feedback brought forward by the community.
We are currently a small team of 4, and we are based in the USA. We have noticed internally that we do have a gap in general support coverage during late hours. While we do have alarms and monitoring in place that will elect a response in the event of any critical issues, we do understand the frustration that comes with a lack of timely response. Especially since many of our customers are international, we do want to do better with support during your native time zones.
The last month has been very trying on the team. The hurricane left us without power in our homes and office for a week, the weather also caused a delay in parts shipments which caused a backlog of server builds and deployments. This also unfortunately overlapped with the tail end of development of our switch to a new VPS hypervisor and control panel. The migration led to a huge (though understandable) influx of support tickets and requests.
We have been doing our best to keep up with the volume of support tickets, but we are not too proud to admit that sometimes things get lost. Although we are not willfully ignoring any customers, we understand a lack of a timely response may appear to be so, and whether intentional or not - it is unacceptable.
My intention was to always keep the door open for our customers on LET, and I know @keoir is the same. I would by lying if I said that a DM on LET doesn't motivate us to look into a particular issue ahead of the queue - but our customers shouldn't be left feeling like that is their support channel.
@secgg I would like to personally and publicly apologize to you. Your deployment was one of the ones who were delayed by the storm. Beyond that, your IPMI ticket got buried in our system. I appreciate you reaching out on LET to make me aware of it. We will be revising our ticket flow to ensure this does not happen again in the future. @keoir has investigated your other issue this morning, and you should find the ticket updated before I even finish typing this response out. We will also do our best to make things right once it is all sorted for you.
@itsTomHarper I apologize that you found the refund process to be bumpy. We do require all customers destroy their own VM's before processing a refund. This is strictly for customer security, as it does require your customer control panel password to delete the VM. Our intention behind that measure is solely to protect the customer. In the past we have had customers who's email was compromised or their computer left unattended and their VM's canceled by an unauthorized party. As we do not keep customer data after cancellation, it's an extra security measure to prevent customer data loss by nefarious actors. We do not intentionally complicate the refund process, and as you experienced - your refund was processed the same day as your order.
While we are an unmanaged service, we still strive for the best customer experience possible. We are only human, we do make mistakes, and we genuinely do try to make it right whenever we do make a mistake. Clearly by this thread and our own findings, we are still some way off of providing a consistent experience.
@keoir and I had a long talk recently about support coverage and quality, and it is an issue that has been strong on the internal radar. We will be adding additional support staff to help cover blindspots that we currently have, and reworking internal support policies to ensure better communication with customers during issues that may arise.
In closing, thanks to LET for your continued support, appreciation, and most importantly - your feedback. We hope you all will continue to give us feedback as we grow and implement measures meant to improve customer experience.
To be fair, there's 9 posts here and 44% of them are clients who have shared, bad experiences. Even if you didn't share your experience, there's obviously an issue. The only reputation damage would come from @DartNode not addressing/fixing the issues.
Buying a server is always a risk, even more so on a low end forum like here. If your data is that important you are best to go to a top end provider that has staff on site 365 days a year and have a SLA of a hour or less reply if things are that important, at the end of the day go to a low end provider this means normally limited company funds to pay staff to be there 24/7/365 and the big question is your work that important it can be put into a low end provider, could you afford to lose it if they just walk away or your server had an issue that is time important can you afford to lose it.
Just a heads up, I replied to your ticket 57 minutes ago
Take a look and let us know if you need anything else, we're here to help
Read my comment again..
100% agreed. We are all for open and transparent feedback and communication. The scariest, and most dangerous outcome is where people are unhappy/services not working and we are not aware.
If there is a problem, we would like to fix it.
We do have our own staff on site 365 days a year, and I can't imagine what it would be like without. Our on site staff primarily handle deployments and NOC operations.
Our issues seem to stem primarily from communication, especially in opposite time zones. It is something we are working on internally to address.
If you have any feedback on how we can make the cancellation and refund process any smoother, while retaining security measures for our customers we are all ears.
I understand you found it a bumpy experience - What did you find to be frustrating/bumpy about it? We have only had positive feedback about our refund process, so your input is very valuable here.
I think there's a slight misunderstanding here
"So I opted for a refund and they did refund me back after some back and forth, but it was not bumpy rather smooth"
His only issue was with the ticket response times
@itsTomHarper My apologies, misunderstood - even after reading it again.
Thank you for the clarification @Petey_Long
Your responses on LowEndTalk have been very prompt, both times. However, I also hope that in the future, your ticket system will be timely as well. I'm not asking for an immediate or even 12-hour response, but I think a reply within 24 hours is reasonable and acceptable. This is not a high expectation.
You are 100% correct. We are already implementing processes to empower customers to do more without having to wait for support, as well as internal systems to prevent tickets from being lost in the hustle of things.
We are implementing IPMI automations, IP/network manager, and even basic things like ticket reminders for our staff in order to prevent tickets getting lost.
24 hours is extremely reasonable, and for us even that is entirely too long - We hope neither you, nor any other customer has to go through this experience again
i have an i5 dedicated server from them since 3 months ago i think, i can't complain about anything, lately i haven't had any problems but at the begin i had a few tickets and they were responded and problem was resolved faster then what i would expect a company to handle tickets related to dedicated servers who usually take some time.