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DARTNODE customer care support and Infrastructure services
amitsindha
Member
Dear All,
I am giving some details about my experience with DARTNODE service provider.
I have purchased a dedicated baremetal server from the DARTNODE on YEARLY suscription. As per commitment, they have provided server on 7th day. They have provided one more VPS as it was included in the suscription.
I was interested in the dedicated server only and not on the VPS. 4 days back, they have DEACTIVATED my account and i am not able to access the dedicated server. From their Portal, i can only see message that, my account is deactivated because VPN server have some abuse usage. I did not used that VPS as its not useful me,
So i have requested DARTNODE support multiple time that, destory the VPS server and ACTIVATE my account, so that i can use the dedicated server. I am requesting them since last 4 days.
BUT no response from the DARTNODE team.
It looks like, they received YEARLY suscription payment and now left me without H/S server. This looks like a scam.
Comments
I am with @DartNode for about a year now; they have great service and decent support; yes slow sometimes but overall professional and polite staff.
You broke the T&C (which I understand you agree as well) deal with it.
Just last month @labze (HostBrr) suspended my server (which I prepaid for the entire year) because it got compromised. Its stupid of me to call them or even use the word “scam” or “scammer”.
OP said he didn't use the vps at all, how can it be his fault 🤔
@DartNode
Same as my situation with Hostbrr, he probably used weak authentication or accidentally install malware on his server. In any case it was his responsibility to secure the server whether or not he is actively utilizing the resources.
I didn’t read the entire thing. But their response times does need to improve a lot. Some of my tickets go unanswered for like weeks, and I've a year long ticket about a disk issue (rendered the server completely unusable) which is still not resolved.
Am paying pennies, that's why I didn't bother much
To say the least, their ticket responses are really slow, and I suspect they sometimes deliberately ignore them. When an emergency arises, you're left with no options, it's truly infuriating.
IPv6 down again ?
)
Dartnode seems to be having some serious trouble.
Very serious or a bit serious?
I don't know, but I've been noticing more complaints recently, there are at least a few Dartnode customers who are not happy, and it looks like it is getting worse. Some things tend to start slow then all at once.
Lack of response is not a good sign.
Houston we got a problem
Hello
Let me know your ticket number and I'll take a look, we generally can't split the bundle, but I can for sure terminate the VM for you so it's off the account screen
As far as support, I'm sorry about the reply time. To help with support we brought on a new support manager (his name is Mike). We also have plans to scale up support once we get the foundation fixed on the support front.
As far as your account getting locked, we allow upto a low volume of abuse cases in a 24 hour period, if that is exceeded from different reporters the system may lock your account. This is to protect the network and other customers. Once I have the ticket number I can take a look to see what happened
For other issues, we recently implemented a new case system to track these better. We appreciate the patience you all have had with us the past 6 months (especially you @itsTomHarper). We're working on improving our customer communication during issues, instead of all of us going into fix it mode and forgetting to update the status page etc.
We're still a relatively small team, and are working hard to keep growing so we can grow the team. For the most part all this has been bootstrapped, and we're working on not only improving service quality for new customers but current ones as well.
Also great news! We brought on another developer for the control panel, so we should start to see more features and big fixes going out soon!
I don't think he actually read the post. Maybe op can re-post with less words to help him.