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That's just how things work. @DeluxHost is trying to identify you and your complaint to be able to either help you, if that's what you still want or to be able to do this better next time, if he decides that he did something wrong or could improve. You can even see this under a huge portion of TrustPilot and Google reviews in general. Do you rather want the provider to ignore your message and not try to improve things internally?
That doesn't exclude me from the other problems. But I rather try to give them hints or explain or communicate with them, if they want to. AFAIK they are a team of 3 people and they obviously don't handle all tickets and complain as 3, so maybe one might disagree with you first, when another would agree. I also do have some problems with them and I do have communicated them on here too.
And my point was, support most likely didn't fail in your case
@NotFoundException
You have no access to my ticket, you do not know what was written in it, how long it remained unanswered, why it was closed or what resolution was requested. Yet you somehow conclude that support “most likely didn’t fail”.
That is not an informed conclusion. It is speculation made entirely in DeluxHost’s favour.
You also created a false choice: either I identify myself and allow the provider to reopen my individual case, or I supposedly want them to ignore criticism and make no improvements. Neither is true.
I want customer support to work when a customer contacts it privately - before the customer has to post publicly. Responding quickly after criticism appears on a forum does not prove that the original support process worked. It may demonstrate exactly the opposite.
Saying “that’s just how things work” only normalises the problem I am describing. Customers should not need Trustpilot, Google Reviews or LowEndTalk to receive serious attention.
The size of the team is also irrelevant to the customer. If three people are not enough to handle the number of services and tickets being sold, that is a staffing and management issue, not an obligation for customers to accept ignored or inconsistently handled requests.
Different employees potentially having different opinions is not a defence either. A customer buys a service from DeluxHost, not from whichever individual happens to answer the ticket that day. The company is responsible for providing a consistent response.
I am describing a broader support problem, including customers who may prefer refunds, account credit or service extensions rather than marketing bonuses. I am not demanding exclusive treatment.
So no, you cannot reasonably declare that support probably did not fail while simultaneously admitting that you know nothing about the case. You are not correcting my argument - you are replacing the missing facts with assumptions that protect the provider.
And the fact that DeluxHost thanked a post claiming their support probably did not fail, without knowing the ticket either, speaks for itself.
Why does it matter how your ticket was handled? You criticized that you didn't get a refund instead and I told you that the SLA and ToS are not in your favor. Sure, obviously there can be more to it, since you may not like how they answered or whatever, but that wasn't the point I did address. The underlying reason (more / better compensation in your favor) for your ticket had no ground in the first place, that's my argument.
As I said at the top, that wasn't my point at first, but I tried to tell you, since that is the only way to improve after something went wrong already.
Yes and no, I even experience this with providers like Hetzner, OVH, Netcup, GreenCloudVPS, 24fire and more. I would hope that support answers consistently, but that just doesn't work, sure to a point, but in general no and even if, people would be mad, because nearly all answers would be prewritten text blocks.
You keep narrowing my criticism to “you were not contractually entitled to a refund”, because that is the easiest part for you to defend.
I never claimed that the SLA or ToS automatically guaranteed me the exact compensation I requested. I said that I asked for a refund or, alternatively, an extension of existing services, and that the way the request was handled was unsatisfactory.
Those are two different issues:
You are treating the first point as if it automatically settles the second. It does not.
A customer does not need a guaranteed contractual right to ask for a refund, account credit or service extension. Providers make discretionary decisions and offer goodwill compensation all the time. The fact that DeluxHost may have been technically protected by its ToS does not mean the request had “no ground”, nor does it prove that closing or ignoring the ticket was good customer service.
You also cannot say that ticket handling does not matter, and then defend DeluxHost’s support. How the ticket was handled is precisely what determines whether support failed.
Your position now seems to be:
That is not a coherent argument. It is a series of excuses that always end in the provider’s favor.
Identifying my account might help them revisit one individual case. It is not the only way to improve. They can review how tickets are closed, how compensation requests are handled, whether customers receive final explanations, and why public complaints receive faster attention than private requests.
And consistency does not mean sending identical prewritten text blocks. It means applying the same policies, giving customers clear reasons, escalating comparable cases in a comparable way, and not producing completely different outcomes depending on which employee happens to answer.
Saying that Hetzner, OVH or other providers can also be inconsistent does not defend DeluxHost. “Other companies do it too” is not an answer to criticism.
You are free to believe DeluxHost acted correctly. But stop presenting your assumption as if it resolves a case you have not seen. You addressed the narrowest possible version of my criticism and then repeatedly acted as though you had answered the whole issue.
You have not.
@DeluxHost, Lorenzo, could you please take another look at #NYA-921305?
It was autoclosed after a few days even though the last item was my confirmation that I would like to try the potential solution to the firewall issues that you proposed.
For Alessandro, I added some evidence clearly showing that it is the firewall that is dropping at least some of my traffic:
Increasing my traffic first shows in the firewall statistics graph for traffic being passed going up. When it crosses some threshold, the traffic passed suddenly drops down way below the normal idle level, while the graph showing traffic blocked/dropped simultaneously shoots up. I.e., the graphs explicitly show how traffic is being dropped.
So not sure what you checked, and why you kept claiming it is not the firewall that is dropping my traffic, when the graphs illustrating how the firewall treats traffic clearly show it is.
@DeluxHost
my vps again down can you fix it
Ticket #JSC-338623 - my vps down
Today, they took away my IPv4 and left me with only IPv6, without any explanation. I created a ticket and am waiting for a response.#GFY-673970
I saw your case, and as we write in our posts, Z-0 plans for example, do not have IPv4, i'm sorry for this, i can check what i can do for you.
(should be solved)
already solved
Thanks for solving my problem. Can I transfer the server to a different plan in the future? For example, to Q-2?
Yes if there is a stock of it