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Inception Hosting Review
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This makes my blood boil, @Clouvider you act so f'in entitled as if it's ok to not answer a ticket for 14 days, a ticket that I doubt would take more than 5 minutes to respond to. Must be so busy.
I genuinely hope the next time you have problems in any DC their support team takes 14+ days to answer any of your tickets, it's the least you deserve.
They've provided zero refunds so far. There's no reason not to refund earlier. None. I thought it was for allowing money under hold to be released, but Clouvider said they were going to transfer the funds to do the refunds. They don't even know how much that would be.
JustVM ran into an issue that forced them to close. Clouvider made the decision, but alludes that they didn't have a choice (bullshit). You make it sound like Clouvider did the customers a favour by not requiring to open ticket. GTFO. That's a red flag making people WAIT. If the service was running fine and everyone fully expected to wait and get their refunds in the new year, WHY EXCESS TICKETS CAUSING TWO WEEKS PLUS BACKLOG?
Did you read the thread? I'm seeing refunds in August, days after the announcement. I see regular communication with the tickets and community.
You just made Clouvider look even worse.
Edit: JustVM started processing refunds two days after notice, with (some) people reporting full refunds, not just prorated.
Edit 2: they also kept servers up an additional two weeks past the deadline. That's what "free service" actually fucking is.
From original announcement:
That's the problem that the OP had. OP migrated his data and cancelled server to make it what he thought would be the "termination date". He expected prorated from that day. The announcement said 15th January. Why would he eat a month of service after migration?
It doesn't say prorated from Nov 12 or from notice date and "free service" is no where mentioned. That's some serious gaslighting today.
It would be unambiguous if he just said "15th January 2025” instead of "termination date" (in contracts, that might need to be Termination Date). OR, responded to the fucking ticket.
https://lowendtalk.com/discussion/199350/inception-hosting-is-ceasing-operations-as-of-15th-january-2025/p1
https://lowendbox.com/blog/inception-hosting-is-closing-its-doors/#:~:text=We're writing to inform,Clouvider back in early 2021.
I'm confused as to what email actually said. Both announcements linked above doesn't include free service from Nov 12 to January 15th, but the thread mentions:
This is ambiguous and makes no sense if refunds are from January 15th.
This is like telling the Mexican all inclusive I'm at that "oxtail soup" is NOT vegan and the response being something along the lines "it's part of the menu".
Edit: Looking at the announcement at https://inceptionhosting.com/, my interpretation would be refunds would be starting now/then until January 15th, BECAUSE of the free service mention.
Edit 2: if your server renewal date is between November 12 and January 15th, you get free service. Otherwise, you eat the post migration cost and NO FREE SERVICE.
Well this could have been handled better, sheesh.
I am confused about your post. Went above my head. Simplify please.
At no time did any announcement say refund would be refunded prorated from notification date.
Announcement doesn't say refunds will happen on January 15th.
Announcement said free service from notification date to January 15th is free, but it's only free for servers with renewal dates between November 12 and January 15th, which wasn't the OP.
Clouvider is wrong to say OP is getting free service.
Clouvider is wrong to say they clearly stated refunds would happen January 15th.
Clouvider gaslit customer instead of clarifying what he intended, not what was stated.
What will happen if renewal date fall in first week of November and they renewed?
No free service. But will they get instant refund?
In summary, I have to conclude that the provider's behavior was and is inappropriate.
This is very sad to read, as it spoils the image of not only Inception but also Clouvider too imho
Dispute justified or not (I tend to justified), but everything could have been avoided by even mediocre support (<14 days, "We'll look into it and discuss internally").
I hope it works out for both of you, albeit the damage is probably much higher for the host than it is for OP as of now.
OT:
Funny enough that @hosthatch was mentioned a couple of times as a comparison, as I have some history I'm going to share.
2 or 3 years in as a customer, when the new panel came out, I somehow managed to pay twice for an invoice.
Contacting them (30 min response btw, I only have had promotional plans for ever) led to me contacting my card provider, who suggested a chargeback on the first transaction and then later a suspension due to said chargeback. Despite the loss/expenses HH encountered, and the couple of hours of downtime for me, they were nice enough to not only reinstate my services but also did not charge me anything for the errors I did (thanks again for that, really appreciated the correction of mistakes of the customer).
I'm telling this, to show how (even after disputing), things can work out, so good luck to anyone encountering said situations
Actually, that's one reason why I still recommend HH, despite their support being a bit neglected for a couple of months/years now, but they certainly did act as a very honourable business back then.
and clouvider is xxx% losing reputation.
and clouvider is xxx% losing reputation.> @sliix said:
are you okay?
People need to look at issues objectively rather than what they experience/feel.
For example, a customer who have 100 vps with a provider will be treated differently than one who has only 1 that too on a promotional plan. Just because you got prompt reply doesn't mean everyone will receive the same.
At least one should stop blaming the customer here. What I am seeing here is, many member here gets personally offended if their favorite host is criticised.
"I RECEIVE PROMPT REPLY! THEY ARE GOOD TO ME! THEY ARE THE BEST" threse are misleading words which may portray the picture differently than what the new member will face.
It's time these kind of blind cheerleading should stop. Let the provider reply to OP and not create noise when it is OPs thread.
Yeah I am indeed. Why do you ask?
therefore is ask:
https://lowendtalk.com/discussion/comment/4185682/#Comment_4185682
https://lowendtalk.com/discussion/comment/4185850/#Comment_4185850
https://lowendtalk.com/discussion/comment/4185875/#Comment_4185875
Yeah, you lose all credibility when you start bringing "karen" into it. I signed up for 1 year but then the terms were changed on me. They told me to basically get off their service and find something else.
I think you guys really don't understand how much a time sink it is dealing with customers, especially with pointless tickets.
So, you doubt, not know, just doubt that it takes no more than 5 minutes to respond. Let's run with that. That's 12 tickets an hour. 8 working hours a day, so 96 tickets in a day. 14 calendar days is 10 working days, so that's 960 tickets. I don't know how many thousands of customers Inception had, but it's definitely more than under a thousand.
OK, so you think that really they shouldn't need that long to respond. Maybe only 1 minute? That's still less than 5000 tickets one person can deal with in 2 business weeks. And short of just sending a stock "Read the goddamn e-mail, we already said you'd get a pro-rata'd refund", they're not going to have any meaningful time to do anything with the ticket. And that's assuming the only thing support are doing each day is reading tickets, one per minute, with no breaks and no other work to do.
They said they'd be paying refunds. They said support would be busy. They said that the service would be pro-rated and free from the date of the email, but OP couldn't be bothered to read the e-mail properly.
Yes, from a customer perspective, 14 days seems like a long time. But from the other perspective, customers wasting your time on non-critical questions that just ask for confirmation for things that you've already told them but they can't be bothered to read, especially when you have a shit-ton of other work to get done in those 2 months - for instance, actually calculating what the refunds should be for their entire user base - then yes, it's totally understandable that there will be delays.
The point you've missed is that the terms haven't changed yet. You are still receiving exactly what you paid for, and I fully expect this is why your chargeback will fail.
Yes, your terms will change, but at that point you will had advance notice, 2 months of free service (whether you not you choose to use it all) AND get a pro-rata'd refund calculated from the date of the e-mail.
Honestly, I really don't see that you have anything to complain about apart from being a bit butthurt that they didn't reply to you within some timeframe that seems reasonable to you, but very hard for them given the volume of tickets they were anticipating (and pre-warned you about).
And now that you know what the situation is, you're still not happy. What more do you think they should be doing for you?
theoretical nonsense!
clouvider has simply acted unprofessionally here and that damages their reputation.
Does that mean that you disagree with the calculations? Or just that you don't like a different opinion to your own when it's been backed up by logic?
I doubt it'll really damage their reputation. Some of us will read this thread and consider that they didn't react well (why the fuck would you threaten your customer ; you are the one who didn't answer the ticket!) but the brand in the title isn't clouvider and there are many many new threads everyday on LET, in a few months this will be forgotten. And that's likely why Dominik acts the way he does: he doesn't give a fuck, as he considers that "he's got the power" to handle this the way he wants.
That's fucked up, but that's how it is.
What I don't understand is why he bought @AnthonySmith's sinking ship.
So provider will remove the report to Fraud Record and Maxmind and OP will cancel chargeback and will receive his refund on 15th of January?
What a shit show! For fecks sake @Clouvider your communication skills are desperately lacking. You've done more damage to your reputation than OP would have caused and you seem oblivious to that, instead you're focussed on scoring what could only be at best an own goal.
you may be right. then it is up to some people here to keep the flames burning and to point out this unspeakable story again and again when it becomes necessary. the power of the little man should not be underestimated!
I emailed Inception regarding a question about claiming the discount at Clouvider and never received a response
So can make of that what you will.. I will not trust this company either
Probably because it wasn't sinking yet at that time. but it was already known that the hardware had to be renewed and with the rising costs the asking prices would no longer be feasible. You also buy a company with an excellent reputation, even beloved, especially the owner. That is also worth a lot.
I think the order is back-to-front here. The fraud report is response to what they consider a fraudulent chargeback (and which personally I would agree with given the facts that were clearly stated in the original email and that service is still ongoing, and I would be surprised if the chargeback succeeds).
If the chargeback fails, it shows the card issuer also agrees that it was fraudulent, and so they would be entirely justified to report the customer. If the customer refuses to back down from the chargeback knowing the situation, and knowing that the refund they were always going to get was more than what they were requesting, and instead is trying to pursue a chargeback for the full term, then 100% they are justified in reporting it as fraudulent.
The only real issue at question is whether they could have done better in replying to the ticket. Obviously they could have done, from a PR perspective with so many people who were unaffected by the issue themselves jumping up and down to hate on them. But from an actual service provision standpoint, it seems they did the best they could in the situation given that the increased support load dealing with non-critical tickets asking questions that could have been answered by the customer themselves if they just took the time to read the e-mail more carefully.
Correct me if I am wrong.
Isn't this issue arising because of merger/acquisition? If yes, shouldn't these cases should be handled in a special manner than rest of the cases?
Moreover, when there's a termination of package, does the responsibility of the host ends with sending just a mail?
Shouldn't the host consider that there may cases where people might seek explanations regarding terms of termination? Because as I see, there are lots of hidden clauses involved which requires further explanation from the host.
Should inconvenience of the host supersede all the above?
There's no reason why any special treatment is required. Ultimately it'd be exactly the same situation as if say Netflix said "we're terminating our X package in 2 months time, anyone who's on that package will get free service from today and a pro-rata'd refund. By the way, we also have package Y, and if you'd like it we're offering a 50% discount to anyone affected".
No, nor is anyone arguing that.
They did consider that, and warned that the response would be slow. From the email: "If you have questions, please reach out via support tickets—though response times may be delayed due to anticipated volume."
It's not about convenience, has anyone said that? My post that you replied to was just a calculation showing the maximum number of tickets a person could respond to in two weeks, spending max 1 minute per ticket, and working every day for 8 hours a day on nothing but replying to support tickets. That number is lower than their likely number of customers, and that's with unrealistic assumptions that were chosen to calculate a best-case upper bound.
I have saw cases in general like this here and other forums and a small provider I worked for a number of years ago before starting my own.
If a customer ordered from a forum and there had been an offer such as reply with order number or send us your forum name and get free whatever this was noted and if you was a popular or well known user in the community such as your opinion carried a lot of weight they would put you in a group within WHMCS, these particular customers who carried a lot of weight in that certain forum they advertised got friendly replies, if something was wrong it was fixed, they would get freebies all that kind of thing
If you was a nobody so to speak in these communities you was put in another group and most of the owners would leave you days if not weeks without replies, put you on oversold hardware, if you complained would about long waits or as some people (human response) become angry if their server was offline or crashing for days on end and email something like "why no f*cking reply" or "why is my sh!t down again" they would terminate services especially if the customer had paid for a year, cancel without a refund because in their TOS it states about not abusing staff which can be interpreted in any way.
I left the company after a few weeks of seeing their antics and started my own. I am not saying anything such as this happens here, just a general view of how providers can favour well known or popular users in the communities they sell in while new users or less known users get the raw deal.