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Not sure if I get the screenshots right - but your only comment on the tickets was to select one of the servers out of the WHMCS list and write "didnt abuse" / "apply for refund didnt abuse" ? Thats it? Well, I can understand that support got confused there.
I am confused as well.
What about like "Hey, I can assure you i have NOT abused your service and as such ask for a refund of server xyz . I will open another case for server abc . Please however do NOT cancel server def"
a bit more proactive communication.
If i am in the wrong here - please post the whole complete ticket history here - for me this sounds like a bit of a communication and understanding issue on both sites.
Also - 2 days is NOT long - its monday! do you think they work with the billing support on weekends?
Yeah that's the part I'm seemingly missing
Was there a screenshot of a ticket that didn't get posted? Specifically, where the person you were speaking with said something along the lines of
"I understand that you are wanting to be refunded. You have 3 services with us and I want to make certain of the servers your intending to cancel. Can you please give me the IP addresses to the services you want to cancel and we can handle it accordingly"
Then you say "xxx.xxx.xxxx.xxx and xxx.xxx.xxx.xxx"
Then they say "Ok, the services you requested to be cancelled have been cancelled and you've been credited accordingly"
The provider said that someone abused the product, which led them to unilaterally terminate the products. I just purchased and pushed a few units, and I only use a few GB of traffic every month. They can only refund to the balance, which caused me trouble. I said that I did not abuse it, just expressed my dissatisfaction slightly.
For me, it all went rather smoothly. I first shredded my storage, then shut the server down, and then went on to apply for a refund. They asked me to post a confirmation that I would lose all my data irrevocably, and I did the same. As I had paid through PayPal Legacy, they asked me to wait for the billing department to refund manually, as automation was not possible. The next day, I got the refund back to my PayPal.
Sorry but 2 days is not very much, also are these two days working or weekends ?
Many companies offer 24/7 support but this does not cover account/billing just plain server support
Do you create a ticket and then message on discord saying hey i made a ticket with ref please look
Maybe there has been a aspect of human error in this but to judge the entire issue we need full coverage of all tickets, and discord relating to this issue to allow us to evaluate better.
When I open tickets, there is an option that one ticket corresponds to one product.
The provider has said that they will find a solution for me. But there is no reply. So what you said is not correct, although I don't have a complete screenshot.
Gotcha! Now I understand!
I'm not sure how WHMCS handles merging tickets (and what happens to said note on the ticket that specifies the product directly) - so don't want to speculate on that - maybe someone with more backend WHMCS experience could explain that to you - but like Jar had mentioned earlier - just assume that the terminated server you didn't want terminated is gone forever and to start making other plans on how you want to deal with that.
“ They asked me to post a confirmation that I would lose all my data irrevocably,”
Yes
I was also notified of this, but I did not reply because when I was about to reply, I found that one of my vps had been terminated. I don't want to take a screenshot.
Well if they terminated your server before you had confirmed, then they should be held accountable. Then again, I am not exactly sure what went on between the two of you.
Ticket load was high, but manageable. Aside from having stuff leaked inadvertently sooner than our mass-email went out, everything else was prepared.
This customer opened multiple tickets and selected the same service on each ticket while specifying separate demands. It was processed by different support agents and a mistake was made on our part because once it's terminated it can't be undone. All the while he was pinging the tickets on 1m-60m intervals--hence why you see [MERGED] as staff rolled all of the tickets into one and asked him to calm down.
Nothing else that can be done there. Your options would have been to allow us to recreate and fix it (generally with an apology and some extra time), or accept a refund.
EDIT: Forgot, he had 2 different accounts that he was spamming support separately from. 2 become 1. In total 6 separate tickets opened over 2 services.
What about when the same product is referenced in multiple tickets? 🤔
Ah yes, the classic "The amount of federal subpoenas, general abuse, and entitlement isn't worth $0.89c/mo to us anymore" thus we must be sinking trope. How dare I want to focus on improvements in both support and hardware for product line-ups that aren't treating us like an I-95 rest stop toilet. What a terrible business decision!
Because enough time has passed and enough oddly insanely irate people have removed themselves, anyone with the patience to open a ticket and see what options were open to them were told they got identical specs except +0.5GB RAM, moved to newer Xeon Scalable units (our DIY lineup), an apology for the hassle, and put on pure NVMe disks. They don't have any data loss or have to do anything manual, all FUD. We needed a firewall and filter event, and this was it. I am also sorry that some good/non-abusive customers were caught up in the excessive hype unnecessarily.
LET needs a Christmas grinch or a heel, and if offering to refund (+1 month extra), fulfill your original term, or give you a significant upgrade is the worst thing that has happened to you here then I am happy to oblige that role. Each passing day my decision is only further cemented when I see how quickly someone using these exact plans since August/September 2023 turns around with either blatantly false or toxic comments and tosses all other goodwill acts under the bus as if they were nothing--very telling.
I seldom use them, and only use a few GB of data a month. I just want to solve the problem, and I didn't make any excessive demands. But you keep ignoring it.
Yes, how very dare you!!
pardon me, but I have to ask.
@hhq365 is a nobody. you are a respected person here. Why are you picking fight with a nobody and ruining your reputation here?
why not just ignore trolls like them?
They say you ping tickets constantly from multiple accounts, that is not the way, simply create your ticket and wait.
It is not a million dollars here that is going to end your business. A little time is all that is needed, it is not a super world ending issue to wait
Nope. @hosthatch is a legend when dealing with customers. Other providers should learn from him about a,b,c,ds of customer support and how "nicely" handle a customer.
Each VPS open has a ticket, and I think this is the way to avoid mistakes. I don't know what kind of trouble this will cause to the ticket system. And I have no way to know before it happens. When I buy a VPS from someone else, I pay an additional $5 fee. I have two accounts for easy management. None of these violate the TOS.
creating 6 tickets and pinging every 1-60m is a bit too much.
I had to refund 6 hosts, and I saw that each ticket could correspond to one vps.
Who are you?
sorry, confused. did you refund 6 or 2 service? did you select services properly for each ticket? the provider says otherwise.
Nobody.
maybe a customer, but apart from that, a nobody.
oh, and also a well-wisher?
I like the " violate the TOS"
I am sure pinging the ticket every 1-60m could be seen as a type of abuse, since I am sure they deal with tickets in order of who has been waiting the longest, by pinging the ticket this often you will be causing your own tickets to reset the time since last reply, making yourself wait longer then having a meltdown because of the wait time.
Yeah there seems to be a lot more to this story than what's being led on here.
Where did the number 6 come from all of a sudden? I've been seeing "3" throughout the whole thing.
This is far too convoluted to even be commenting on as an outside spectator. This is just a mess.
Sure thought I'd be able to at least walk you through the logic of what happened but no way - this is way more complicated than presented.
6 tickets + multiple replies per ticket before getting a response is not a good way of getting something done.
This is what the provider just added. The other account did not have the vps deleted, and the provider did not refund me. It has nothing to do with this topic.
I cancel 2 producs i open 2 tickets
So the product can be referenced in the ticket
What about when the same product is referenced in multiple tickets? 🤔
then A you merge those 2 tickets
B you respond to both with same text
C close the older one and say in the younger one why it was closed
MJJs like OP that is why Crunchbits decided to discontinue promo services, I guess.
I opened a ticket on Wednesday, November 20th, requesting a refund and with telling them that there's nothing to back up, so they could proceed with the cancellation at any time.
They deleted the VPSes almost immediately and some time later, responded: "As your transactions are too old to be refunded automatically, they will have to be manually processed by our billing department. We'll update you as soon as this is done."
That was like five days ago, but it's not like I'm in a hurry anyway.
For clarity's sake...
You do realize this is against the terms of service, correct?
This is exactly what they stopped offering this. None of this is worth the hassle of dealing with for a measly $100 or so dollars. It's like a support DDoS.