RackNerd forced DC migration, refused prorated refund.

mainmod · May 24

@dustinc said:
Hi All -- it is still very much all hands on deck on our side, so do excuse my brevity, but I did want to clarify one point here.

I looked into the ticket that OP messaged me about, and the story being presented here is not fully aligned with what I’m seeing. Our team did offer a prorated account credit option in that ticket, and this was offered to OP via ticket before this thread was created. By the way, after reviewing the service history, the original order itself appears to have been for San Jose, not Los Angeles DC-02 and the product OP ordered was never available for DC-02 selection to begin with. At some point, via a support ticket request by the customer it looks like an exception was made by our team in good faith, and the service was later accommodated in DC-02 to help the customer out. So there is a bit more account-specific history here than what is being presented publicly. With that said, we still offered a prorated account credit option, and to be clear, this is not a matter of someone needing to “complain loud enough” on LET in order for us to work with them.

As mentioned earlier, we have already been working with customers on a case-by-case basis, including moving services to other in-stock datacenter locations where available, and reviewing prorated account credit requests where appropriate. This remains our stance. These situations do need to be reviewed case by case, as not every service/account is structured the same way. As most here know, we’ve run different promotions over the years, flash sales, renewals, upgrades, customers push transferring services across different accounts, etc - so it is not always as simple as treating every situation identically from the outside.

We understand there may be some confusion, and we’re here to clarify and work through it with customers directly. Our team has been highly responsive through tickets despite the workload, and customers are welcome to continue working with us there. As always, I can also be reached directly at dustin[@]racknerd[.]com if someone feels their situation needs my attention. We do our best to go above and beyond for our customers, but every account is different and at times needs to be reviewed on a case-by-case basis. In this particular case, we do believe the prorated account credit option offered was reasonable.

We understand that not everyone will view this situation the same way, and that’s fair. Facility moves are never fun, especially for users who selected a specific deployment location years ago for their own reasons. At the same time, our priority has been service continuity -- keeping customers online, maintaining Los Angeles-based service delivery, and completing this transition in a way that supports customers long-term. We are continuing to work with customers, review reasonable requests, and handle each situation as fairly as we can.

By the way, the DC-03 network is not something we consider “done” or final. We have already made improvements with Lumen/Crown Castle, and the network will only continue improving from here. We are actively reviewing feedback, MTRs, routing behavior, and future carrier expansion opportunities.

Also worth mentioning, this migration project is not yet fully completed. We still have additional physical migration batches scheduled after the Memorial Day holiday next week, so our team remains fully focused on getting through the remaining work as smoothly as possible.

As always, we appreciate the customers who have been patient and constructive with us throughout this process. We’ll continue doing our best to support everyone through it.

Credit isn't good enough. You don't have comparable service, you need to offer prorated refunds. .

You sold something you can't provide. Man up and give them it back

AlteredParadox · May 24

@mainmod said:

@dustinc said:
Hi All -- it is still very much all hands on deck on our side, so do excuse my brevity, but I did want to clarify one point here.

I looked into the ticket that OP messaged me about, and the story being presented here is not fully aligned with what I’m seeing. Our team did offer a prorated account credit option in that ticket, and this was offered to OP via ticket before this thread was created. By the way, after reviewing the service history, the original order itself appears to have been for San Jose, not Los Angeles DC-02 and the product OP ordered was never available for DC-02 selection to begin with. At some point, via a support ticket request by the customer it looks like an exception was made by our team in good faith, and the service was later accommodated in DC-02 to help the customer out. So there is a bit more account-specific history here than what is being presented publicly. With that said, we still offered a prorated account credit option, and to be clear, this is not a matter of someone needing to “complain loud enough” on LET in order for us to work with them.

As mentioned earlier, we have already been working with customers on a case-by-case basis, including moving services to other in-stock datacenter locations where available, and reviewing prorated account credit requests where appropriate. This remains our stance. These situations do need to be reviewed case by case, as not every service/account is structured the same way. As most here know, we’ve run different promotions over the years, flash sales, renewals, upgrades, customers push transferring services across different accounts, etc - so it is not always as simple as treating every situation identically from the outside.

We understand there may be some confusion, and we’re here to clarify and work through it with customers directly. Our team has been highly responsive through tickets despite the workload, and customers are welcome to continue working with us there. As always, I can also be reached directly at dustin[@]racknerd[.]com if someone feels their situation needs my attention. We do our best to go above and beyond for our customers, but every account is different and at times needs to be reviewed on a case-by-case basis. In this particular case, we do believe the prorated account credit option offered was reasonable.

We understand that not everyone will view this situation the same way, and that’s fair. Facility moves are never fun, especially for users who selected a specific deployment location years ago for their own reasons. At the same time, our priority has been service continuity -- keeping customers online, maintaining Los Angeles-based service delivery, and completing this transition in a way that supports customers long-term. We are continuing to work with customers, review reasonable requests, and handle each situation as fairly as we can.

By the way, the DC-03 network is not something we consider “done” or final. We have already made improvements with Lumen/Crown Castle, and the network will only continue improving from here. We are actively reviewing feedback, MTRs, routing behavior, and future carrier expansion opportunities.

Also worth mentioning, this migration project is not yet fully completed. We still have additional physical migration batches scheduled after the Memorial Day holiday next week, so our team remains fully focused on getting through the remaining work as smoothly as possible.

As always, we appreciate the customers who have been patient and constructive with us throughout this process. We’ll continue doing our best to support everyone through it.

Credit isn't good enough. You don't have comparable service, you need to offer prorated refunds. .

You sold something you can't provide. Man up and give them it back

He sold them a server in San Jose and is now being attacked by a bunch of people who apparently can’t read for doing a favor and moving the box. Holy crap calm down. Edit: oh look, joined yesterday. Yep, that tracks.

emperor · May 24

@AlteredParadox said: Holy crap calm down

Main Mod of BoloxMedia was summoned with the topic : Warning: VeloxMedia Suspended My Service and Keeps Demanding Government ID

zed · May 24

haha what a great twist

ralf · May 24

@mainmod said:

@ralf said:
I've had servers (from other providers) that have switched countries multiple times while I've had them. Switching data centre isn't a big deal. And at the end of the day, you're still getting the location and service you paid for.

And this is a lot of complaining when most of the customers are $10 - $12 per year.

You're ok with providers moving services to other countries then just ignoring when you complain unless you complain loud enough

Well there's not really much you can do if the provider is exiting a facility. You either take what you're given or leave next billing period.

ralf · May 24

@zed said:

@ralf said:
I've had servers (from other providers) that have switched countries multiple times while I've had them. Switching data centre isn't a big deal. And at the end of the day, you're still getting the location and service you paid for.

And this is a lot of complaining when most of the customers are $10 - $12 per year.

if the connectivity in the 2 datacenters are different and the services are thus advertised and priced differently and the customers therefore purchase accordingly, what are you even saying?

I dunno. My server also moved.

I don't recall there being a price differential. I got mine when DC-02 was the only option in LA and the couple of occasions I've almost bought another service they've been the same price.

MaxTakeba · May 24

@ralf said:

@mainmod said:

@ralf said:
I've had servers (from other providers) that have switched countries multiple times while I've had them. Switching data centre isn't a big deal. And at the end of the day, you're still getting the location and service you paid for.

And this is a lot of complaining when most of the customers are $10 - $12 per year.

You're ok with providers moving services to other countries then just ignoring when you complain unless you complain loud enough

Well there's not really much you can do if the provider is exiting a facility. You either take what you're given or leave next billing period.

Wee note (and not for you for those who think it was RackNerd’s choice).

A third party is going through a full exit and restructure… how RackNerd could have predicted this is entirely impossible… it was literally not their decision to exit DC02.

They’re being forced to.

equalz · May 24

there's always more to it isn't there...

mainmod · May 24

@MaxTakeba said:

@ralf said:

@mainmod said:

@ralf said:
I've had servers (from other providers) that have switched countries multiple times while I've had them. Switching data centre isn't a big deal. And at the end of the day, you're still getting the location and service you paid for.

And this is a lot of complaining when most of the customers are $10 - $12 per year.

You're ok with providers moving services to other countries then just ignoring when you complain unless you complain loud enough

Well there's not really much you can do if the provider is exiting a facility. You either take what you're given or leave next billing period.

Wee note (and not for you for those who think it was RackNerd’s choice).

A third party is going through a full exit and restructure… how RackNerd could have predicted this is entirely impossible… it was literally not their decision to exit DC02.

They’re being forced to.

What third party? Didn't racknerd have contracts with their providers? Are you saying this datacenter just decided randomly to shut down and ignore Racknerds contract? Even if so this doesn't excuse Racknerd from a prorated refund.. in what world is it ok to just ignore op and their obligations or offer store credit for something they don't have anymore??

mainmod · May 24

@ralf said:

@mainmod said:

@ralf said:
I've had servers (from other providers) that have switched countries multiple times while I've had them. Switching data centre isn't a big deal. And at the end of the day, you're still getting the location and service you paid for.

And this is a lot of complaining when most of the customers are $10 - $12 per year.

You're ok with providers moving services to other countries then just ignoring when you complain unless you complain loud enough

Well there's not really much you can do if the provider is exiting a facility. You either take what you're given or leave next billing period.

At a minimum you offer a prorated refund.. you prepay for a service and aren't able to use now.. it's not take what's given because they changed the terms.

If I order a brand new Porsche and they have some shipping issue and deliver me a Honda I'm not going to take what's given. I get a refund

AlteredParadox · May 24

It was entertaining for 5 minutes, now its pretty much just trolling. To the bla bla bla list!

mainmod · May 24

@AlteredParadox said:

It was entertaining for 5 minutes, now its pretty much just trolling. To the bla bla bla list!

Tbf this whole site is trolling

PuDLeZ · May 24

Wait, so the dude bought service in San Jose, racknerd was nice and moved to DC-02 for them, and then now is complaining it was moved to DC-03? Honestly, they should move it back to San Jose...

Though, do you think if I complained about that the flash sale I picked up in DC-02 that was migrated to DC-03, they would let me pick any other standard US location and keep the flash sale cost? I don't think I could personally complain about it being in the same city unless the node was really overdeployed or the upstream was really bad.

Saragoldfarb · May 24

Nice plot twist. I was sure something was off.

My bet was on some mJJ just got a server transferred from someone else but this is even better .

@dustinc actually being very nice here imho. I'd boot the fucker and call it a day. Then again, I don't sell thousands of servers to Mjjs.

MaxTakeba · May 24

@mainmod said:

@MaxTakeba said:

@ralf said:

@mainmod said:

@ralf said:
I've had servers (from other providers) that have switched countries multiple times while I've had them. Switching data centre isn't a big deal. And at the end of the day, you're still getting the location and service you paid for.

And this is a lot of complaining when most of the customers are $10 - $12 per year.

You're ok with providers moving services to other countries then just ignoring when you complain unless you complain loud enough

Well there's not really much you can do if the provider is exiting a facility. You either take what you're given or leave next billing period.

Wee note (and not for you for those who think it was RackNerd’s choice).

A third party is going through a full exit and restructure… how RackNerd could have predicted this is entirely impossible… it was literally not their decision to exit DC02.

They’re being forced to.

What third party? Didn't racknerd have contracts with their providers? Are you saying this datacenter just decided randomly to shut down and ignore Racknerds contract? Even if so this doesn't excuse Racknerd from a prorated refund.. in what world is it ok to just ignore op and their obligations or offer store credit for something they don't have anymore??

@dustinc said: Hi All,

What was shared is correct, and the email we sent out does go into more detail than what was originally posted by OP for customers who are curious.

The provider/building situation at our Los Angeles DC-02 facility has created circumstances outside of our control, and continuing to operate infrastructure there is no longer a viable long-term option. As such, the physical move to Los Angeles DC-03 is required, though service will still be delivered and maintained within Los Angeles.

Reading comprehension required.

Again this isn't RackNerd's fault. Whatever contract they had is now null and void due to those outside circumstances.

zed · May 24

@ralf said: I don't recall there being a price differential. I got mine when DC-02 was the only option in LA and the couple of occasions I've almost bought another service they've been the same price.

yea i'm just going by the thread, but it looks like there was some creative writing going on so~

@MaxTakeba said: A third party is going through a full exit and restructure… how RackNerd could have predicted this is entirely impossible… it was literally not their decision to exit DC02.

i think many of us were talking about whether rn should have refunded users based on purchase criteria not based on dc futures.

@PuDLeZ said: Wait, so the dude bought service in San Jose, racknerd was nice and moved to DC-02 for them, and then now is complaining it was moved to DC-03? Honestly, they should move it back to San Jose...

lol yea that would my response now too.

Saragoldfarb · May 24

@mainmod said:

@AlteredParadox said:

It was entertaining for 5 minutes, now its pretty much just trolling. To the bla bla bla list!

Tbf this whole site is trolling

DM @allthemtings to complain.

MaxTakeba · May 24

@zed said:

@ralf said: I don't recall there being a price differential. I got mine when DC-02 was the only option in LA and the couple of occasions I've almost bought another service they've been the same price.

yea i'm just going by the thread, but it looks like there was some creative writing going on so~

@MaxTakeba said: A third party is going through a full exit and restructure… how RackNerd could have predicted this is entirely impossible… it was literally not their decision to exit DC02.

i think many of us were talking about whether rn should have refunded users based on purchase criteria not based on dc futures.

@PuDLeZ said: Wait, so the dude bought service in San Jose, racknerd was nice and moved to DC-02 for them, and then now is complaining it was moved to DC-03? Honestly, they should move it back to San Jose...

lol yea that would my response now too.

TBF I think not.

A service is still being provided in the same city.

mainmod · May 24

@MaxTakeba said:

@mainmod said:

@MaxTakeba said:

@ralf said:

@mainmod said:

@ralf said:
I've had servers (from other providers) that have switched countries multiple times while I've had them. Switching data centre isn't a big deal. And at the end of the day, you're still getting the location and service you paid for.

And this is a lot of complaining when most of the customers are $10 - $12 per year.

You're ok with providers moving services to other countries then just ignoring when you complain unless you complain loud enough

Well there's not really much you can do if the provider is exiting a facility. You either take what you're given or leave next billing period.

Wee note (and not for you for those who think it was RackNerd’s choice).

A third party is going through a full exit and restructure… how RackNerd could have predicted this is entirely impossible… it was literally not their decision to exit DC02.

They’re being forced to.

What third party? Didn't racknerd have contracts with their providers? Are you saying this datacenter just decided randomly to shut down and ignore Racknerds contract? Even if so this doesn't excuse Racknerd from a prorated refund.. in what world is it ok to just ignore op and their obligations or offer store credit for something they don't have anymore??

@dustinc said: Hi All,

What was shared is correct, and the email we sent out does go into more detail than what was originally posted by OP for customers who are curious.

The provider/building situation at our Los Angeles DC-02 facility has created circumstances outside of our control, and continuing to operate infrastructure there is no longer a viable long-term option. As such, the physical move to Los Angeles DC-03 is required, though service will still be delivered and maintained within Los Angeles.

Reading comprehension required.

Again this isn't RackNerd's fault. Whatever contract they had is now null and void due to those outside circumstances.

Who's Racknerds upstream provider? Databank?? Where are you seeing that they're leaving 707 wilshire?

Sounds like racknerd can't afford the costs. Sounds like a classic bait and switch.

Where do you see this outside circumstances?

Just to be clear, if racknerd didn't have proper contracts with databank and they raise their prices a bit, you're saying it's perfectly ok for them to not prorate refund customers and force them into a much worse DC?

mainmod · May 24

@zed said:

@ralf said: I don't recall there being a price differential. I got mine when DC-02 was the only option in LA and the couple of occasions I've almost bought another service they've been the same price.

yea i'm just going by the thread, but it looks like there was some creative writing going on so~

@MaxTakeba said: A third party is going through a full exit and restructure… how RackNerd could have predicted this is entirely impossible… it was literally not their decision to exit DC02.

i think many of us were talking about whether rn should have refunded users based on purchase criteria not based on dc futures.

@PuDLeZ said: Wait, so the dude bought service in San Jose, racknerd was nice and moved to DC-02 for them, and then now is complaining it was moved to DC-03? Honestly, they should move it back to San Jose...

lol yea that would my response now too.

Where does anyone see that Racknerd couldn't predict this? What provider doesn't have contracts with other providers? What specifically is the issue? The DC seems live and perfectly fine. My bet the prices went up because Racknerd didn't have proper terms setup

MaxTakeba · May 24

@mainmod said:

@MaxTakeba said:

@mainmod said:

@MaxTakeba said:

@ralf said:

@mainmod said:

@ralf said:
I've had servers (from other providers) that have switched countries multiple times while I've had them. Switching data centre isn't a big deal. And at the end of the day, you're still getting the location and service you paid for.

And this is a lot of complaining when most of the customers are $10 - $12 per year.

You're ok with providers moving services to other countries then just ignoring when you complain unless you complain loud enough

Well there's not really much you can do if the provider is exiting a facility. You either take what you're given or leave next billing period.

Wee note (and not for you for those who think it was RackNerd’s choice).

A third party is going through a full exit and restructure… how RackNerd could have predicted this is entirely impossible… it was literally not their decision to exit DC02.

They’re being forced to.

What third party? Didn't racknerd have contracts with their providers? Are you saying this datacenter just decided randomly to shut down and ignore Racknerds contract? Even if so this doesn't excuse Racknerd from a prorated refund.. in what world is it ok to just ignore op and their obligations or offer store credit for something they don't have anymore??

@dustinc said: Hi All,

What was shared is correct, and the email we sent out does go into more detail than what was originally posted by OP for customers who are curious.

The provider/building situation at our Los Angeles DC-02 facility has created circumstances outside of our control, and continuing to operate infrastructure there is no longer a viable long-term option. As such, the physical move to Los Angeles DC-03 is required, though service will still be delivered and maintained within Los Angeles.

Reading comprehension required.

Again this isn't RackNerd's fault. Whatever contract they had is now null and void due to those outside circumstances.

Who's Racknerds upstream provider? Databank?? Where are you seeing that they're leaving 707 wilshire?

Sounds like racknerd can't afford the costs. Sounds like a classic bait and switch.

Where do you see this outside circumstances?

Just to be clear, if racknerd didn't have proper contracts with databank and they raise their prices a bit, you're saying it's perfectly ok for them to not prorate refund customers and force them into a much worse DC?

I will post this again one last time and then exit this thread.

You're still getting the same specs no? The same location no?
Just because the upstream provider and where it sits is different does not really warrant any refunds. Upstreams can go up and down, change and modify the deal.

If you're so reliant on it then sucks to be you.

AlteredParadox · May 24

Hi Eric, can andrew from legal come out to play?

mainmod · May 24

@MaxTakeba said:

@mainmod said:

@MaxTakeba said:

@mainmod said:

@MaxTakeba said:

@ralf said:

@mainmod said:

@ralf said:
I've had servers (from other providers) that have switched countries multiple times while I've had them. Switching data centre isn't a big deal. And at the end of the day, you're still getting the location and service you paid for.

And this is a lot of complaining when most of the customers are $10 - $12 per year.

You're ok with providers moving services to other countries then just ignoring when you complain unless you complain loud enough

Well there's not really much you can do if the provider is exiting a facility. You either take what you're given or leave next billing period.

Wee note (and not for you for those who think it was RackNerd’s choice).

A third party is going through a full exit and restructure… how RackNerd could have predicted this is entirely impossible… it was literally not their decision to exit DC02.

They’re being forced to.

What third party? Didn't racknerd have contracts with their providers? Are you saying this datacenter just decided randomly to shut down and ignore Racknerds contract? Even if so this doesn't excuse Racknerd from a prorated refund.. in what world is it ok to just ignore op and their obligations or offer store credit for something they don't have anymore??

@dustinc said: Hi All,

What was shared is correct, and the email we sent out does go into more detail than what was originally posted by OP for customers who are curious.

The provider/building situation at our Los Angeles DC-02 facility has created circumstances outside of our control, and continuing to operate infrastructure there is no longer a viable long-term option. As such, the physical move to Los Angeles DC-03 is required, though service will still be delivered and maintained within Los Angeles.

Reading comprehension required.

Again this isn't RackNerd's fault. Whatever contract they had is now null and void due to those outside circumstances.

Who's Racknerds upstream provider? Databank?? Where are you seeing that they're leaving 707 wilshire?

Sounds like racknerd can't afford the costs. Sounds like a classic bait and switch.

Where do you see this outside circumstances?

Just to be clear, if racknerd didn't have proper contracts with databank and they raise their prices a bit, you're saying it's perfectly ok for them to not prorate refund customers and force them into a much worse DC?

I will post this again one last time and then exit this thread.

You're still getting the same specs no? The same location no?
Just because the upstream provider and where it sits is different does not really warrant any refunds. Upstreams can go up and down, change and modify the deal.

If you're so reliant on it then sucks to be you.

None of this answers any of the questions I asked, or that matters. The provider is still there operating and yet for some unknown reason RackNerd can't keep going...

And no upstreams can't go up and down or change or modify the deal, they have contracts and guarantees. That's how providers get SLA and are able to sell their services with the same guarantees.

Again how do you see it's fair for racknerd to sell something then change their terms and not offer a prorated refund? Why are you ok with OP and everyone else getting ripped off.

This is a classic bait and switch. Racknerd is scamming them

AlteredParadox · May 24

op should take all his servers to VeloxMedia, I hear they're totally legit.

Saragoldfarb · May 24

@AlteredParadox said:
op should take all his servers to VeloxMedia, I hear they're totally legit.

We at Https://cockhost.com can confirm.

mainmod · May 24

@AlteredParadox said:
op should take all his servers to VeloxMedia, I hear they're totally legit.

Lol racknerd won't give up a prorated refund. Theres tons of providers all over that don't have drama and actually take care of their clients

Saragoldfarb · May 24

@mainmod said:

@AlteredParadox said:
op should take all his servers to VeloxMedia, I hear they're totally legit.

Lol racknerd won't give up a prorated refund. Theres tons of providers all over that don't have drama and actually take care of their clients

Are you a racknerd client?

TimboJones · May 24

OP is expecting SLA service without having a SLA.

Solution:
Ban OP from LET
Add to FraudRecord

mainmod · May 25

@TimboJones said:
OP is expecting SLA service without having a SLA.

Solution:
Ban OP from LET
Add to FraudRecord

Its ok for racknerd to just kill services because they don't have any SLA? Racknerd doesn't have a SLA?????

zed · May 25

@mainmod said:

@TimboJones said:
OP is expecting SLA service without having a SLA.

Solution:
Ban OP from LET
Add to FraudRecord

Its ok for racknerd to just kill services because they don't have any SLA? Racknerd doesn't have a SLA?????

boy you're not being obvious about having an axe to grind at all.

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