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RackNerd forced DC migration, refused prorated refund.
I’ve been a RackNerd customer for years and was generally satisfied with their service until this recent forced migration situation.
I purchased a VPS in their Los Angeles DC02 location and prepaid/renewed the service through 2028.
Recently, RackNerd informed customers that DC02 would be shut down and migrated everyone to DC03.
i already separately purchased another DC03 service from them. to support them.
So now I effectively lost the DC02 service I paid for, and ended up with two DC03 services instead — which is not what I originally purchased.
I requested a prorated refund or account credit for the remaining prepaid value of the original DC02 service, since RackNerd can no longer provide the service/location I originally bought.
Their response was basically:
- “No refunds for renewals”
- “Migration is required”
- “IP changes are expected”
I understand providers can have datacenter issues or operational changes.
But forcing a location migration while refusing any prorated compensation for long-term prepaid customers feels unreasonable.
so we have to take whatever the shit @racknerd you give. right?
Comments
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My suggestion: Get racknerd to extend DC03 service by the remaining value of DC02 when it got migrated.
@dustinc, any thoughts or help with this?
Hi @tommyren -- we appreciate you being a long-term customer, and we certainly understand the concern.
Just to clarify, our upstream provider for DC-02 is exiting the 707 Wilshire / Aon Center facility, which directly impacted the viability of continuing operations in Los Angeles DC-02 for us. As such, the migration to our newer Los Angeles DC-03 location became necessary. Generally speaking, facility moves can and do happen within this industry, and when they do, the goal is to ensure long-term service continuity while keeping customers in the same general market/region whenever possible.
With that being said, your service is still being delivered from Los Angeles, and the new Los Angeles DC-03 facility at 1200 W 7th St is less than 1 mile away from the previous facility (0.6 miles to be exact). We’re not moving customers out of the region they purchased, we’re moving them to our newer Los Angeles facility, one that still supports native IPv6 capabilities too.
Moving out of DC-02 was a decision made to best support RackNerd and our customers long-term. On top of that, we had struggled to continue growing in that facility as it had been sold out for quite some time, and with the additional changes taking place there, it made sense to move services to a newer Los Angeles facility where our customers have already been enjoying service.
By the way, separate from this migration project, we’re also in the process of turning up 200 additional nodes in this same region to help meet demand. Our growth has been amazing, and our offerings continue to align with what customers are actively asking for.
Regarding your specific situation, we’re happy to review your account and see what makes sense. If preferred, we can offer a prorated account credit, though a refund back to the original payment method is not something we are offering for this. Please e-mail me directly at dustin[@]racknerd.com or DM me with the related service label(s), and I’ll personally take a look.
In addition to the recent Crown Castle/Lumen improvements, we also have plans to continue improving the DC-03 network, including adding additional carriers over time. We’ll likely be sending out an expansion survey here soon as well, which may include the opportunity for customers to share network provider suggestions.
That said, for the volume of physical servers involved, the migration has been progressing very smoothly overall, and we’ve already received a lot of positive feedback from customers since the move. We’re proud of the work our team has put into this, and we’ll continue refining things as we go.
As you can imagine, it has definitely been all hands on deck on our side lately, so we greatly appreciate everyone’s patience and understanding as we continue working through this, and we do appreciate your years of business with us.
I’m honestly a bit disappointed by your response.
If you were going to deny refunds just because both locations are “in LA,” then you should never have sold them separately as DC-02 and DC-03 in the first place.
They were marketed and sold as different dc locations, and customers paid based on that distinction.
Customers shouldn’t have to send additional emails and argue just to get their money back if you can no longer provide what was originally sold.
“Same city” is not a valid excuse after using separate DC labels as a selling point.
I started to use Racknerd since 2021 as my first VPS. I probably keep it forever.
but I bought an apple. I just need Apple.
Do not give me pineapple! and do not force anyone!
We do not care about details.
Some people accept it, and they keep the pineapple.
i do not accept, so refund!
if you do not provide, then refund!
Easy thing. Do not make them complicated!
Is there an actual reason you need a different DC?
I think @dustinc's response was quite fair.
that's like,
Your wife gave birth to a baby, but it’s someone else’s. You should still accept it because you still get a baby, right? no chance to say no. take it and be happy!
RackNerd logic.
You bought a VPS in LA. You got a VPS in LA. If you actually have a specific reason why you need another DC (for example, you somehow need to have one server in each DC and can't have both your servers in the same one), explain that and you'll be more likely to get a refund.
What else do you want?
Hi @Arirang -- for customers who need diversity across locations, this is something we’ve already been working through on a case-by-case basis, including moving services to other datacenter locations where stock permits. And as mentioned earlier, we can also review prorated account credit requests where appropriate.
By the way, LA DC-02 has been sold out for new orders for a very long time, and historically speaking, it was quite rare for us to have both DC-02 and DC-03 in stock at the same time, as new nodes/orders have been getting deployed out of DC-03. Though I do understand where you’re coming from, and I’d be willing to take a closer look at your account if needed.
? you can help?
i need my original service DC02, or a refund if they can't provide any more.
as i said, I purchased a VPS in their Los Angeles DC02 in 2021. i also have another DC03 service. i do not need two DC03. Do not force the customer to take shit.
Dustin said they'd be happy to review your account, and possibly offer a prorated account credit, which is one of the things you were seeking. So you could contact him to sort it out.
@dustinc I think what you’re doing is fair but just offering pro-rated account credits will save you headache and just looks good. Cheap PR. I’d do that for any refund requests due to the migration.
Refund to Original Payment Method .
account credit is shit. not acceptable for me.
I'll probably never use racknerd again.
OK, well, that's not what you said originally.
why mjj always resort to rude behavior
how is that going to help the case
Bruh
Because throwing tantrums like children gets them what they want
This is why some companies refuse to take their orders then they use USA VPN’s to try and bypass the order checks.
You buy a Los Angeles VPS, you get a Los Angeles VPS.
They never promised you "China optimised route" before you buy or in any contract.
You get what you want. It's fair enought.
Oh no IP racism /s
If you are ready to close the whole account:
@dustinc
I use cloudflare so this change didn't really effect me anyway.
And ssh is responsible enough to do maintenance work so I won't mind.
But I do hope if the new DC can have better network to China though.
Provide prorated refund to the original payment method and terminate the account. I know Dustin is too nice to do this, but some users don’t deserve any less.
@dustinc
i already have your dc03. i don't need another.
i accept this. -"Provide prorated refund to the original payment method and terminate the account. "
can you do this?
my bad to use your service.
According to the user he asked support about it earlier and got denied so stop with that 'tantrum'/'rude'. (Until he didn't ask in that tickets and went straight for tantrum, but doesn't look so). He did all he could in "official" way. We now here with current state that after asking support you got told in forum to ask support. FFS?
He bought DC-02, it was separated location (for many reasons) in billing platform. Provider cannot provide it anymore - sure, things happens, refund / credit / migrate [if user is willing too].
Be serious. First we start with "LA is LA", then we go "USA is USA" and then "North America is North America" and in 10 years when Elon Musk will get Moon Datacenter the excuse gonna be "You bought it on Earth, it's still on Earth"?
He bought DC-02 in LA, specific location, specific DC, selectable as location in billing platform. Sure, routing (aka China route) is not guaranteed and I would understand you guys mocking people for uproar if RackNerd would just kill it, but physically moving servers to different DC when you bought specific one is a no-go.
Only thing that I am shocked is that it took that long for a thread to popup knowing people and reasons for selecting DC-02. I am also pretty sure that Dustin was aware that topics like that gonna popup and they have full plan for those. It's all PR control at this time.
It was also a deliberated choice to not automagically (maybe money, maybe support time?) create a ticket for each service "1. Yes, I want to migrate. 2. No, I want refund to original payment method. 3. No, I want credits refunded".
@racknerd Please take the customers of the original DC02 data center seriously. This kind of forced migration was carried out without any announcement offering a refund channel or other compensation plan, but only with a cold migration order.
As one of the most popular service providers on LET, this is clearly not the best way to handle the situation.
Same shit with @Cloudcone . When will this AI bubble pop?
I like tinned pineapple slices