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PulsedMedia Server Offline Since Sept 27th: Stuck in AI Support Loop
Hi everyone,
I’m opening this thread to document a frustrating support experience I am currently having with PulsedMedia, and to hopefully get a human staff member to finally look at my prolonged outage. I want to keep this completely factual and respectful, as my main goal is simply to get my paid server back online.
I want to preface this by saying that PulsedMedia has historically been a great provider for me. I have always been a loyal customer, which is why this prolonged downtime and the recent inability to reach actual staff has been totally unexpected and feels unprofessional. I always make sure to pay my bills on time, and my current dedicated server is fully paid for and listed as "Active" in my client area. Furthermore, I currently have a 50+ Euro credit balance sitting in my account, ready for my next invoice.
The Timeline & Situation:
* September 27th: My dedicated server went offline following a DDoS attack.
* Current Status: At the time of writing this thread, the downtime is exactly 10 days and 6 hours, and the server remains completely unreachable. It seems all that is required is a manual reboot to get the service running again.
* Support Attempts: I immediately opened a support ticket and have also tried reaching out via direct messages here on LET to seek assistance from their staff.
Unfortunately, my ticket has only been handled by PulsedMedia's AI support agent, and its responses have been quite inadequate. It has been completely unable to escalate my ticket to a human technician. At one point in the ticket, I was even asked if I was paying for a 10,000 Euro "concierge plan" just to get human assistance.
I want to be completely clear: I am not acting entitled to VIP support or special treatment. I solely want to use the standard service I have already paid for. While I understand that budget providers operate with lean teams, if they lack the human resources to perform a basic manual server reboot after 10+ days, that is ultimately an operational issue on their end, not the customer's.
Documentation / Screenshots:
For full transparency, here are the screenshots documenting my account status, the server downtime, and my attempts to get support:
- Account Balance showing 50+ Euro credit
- Client Area showing the service is "Active"
- Historical Invoices (All Paid)
- Server Uptime / Offline Status
- Full Support Ticket History
- Full DMs on LET
- Support Interactions / AI Responses
I am tagging the provider here ( @PulsedMedia ) in the hopes that a real person on their team will see this, review the provided ticket details, and kindly help me get my server booted back up.
Thank you for your time, and thanks to the LET community for providing a space to help facilitate support when standard channels get stuck.
Best regards,
eKo
Comments
What a Profile pic this is!
Loyalty subscription expired.
This is well documented. But, based on the responses from PulsedMedia here, I doubt he has much interest in retaining your business. - Might be best to cut your losses and move on.
You clearly need to "Check your entitlement"
His response should have told you all you need to know, really. His attitude is hilarious to watch. Same shit as the other post in essence. Gets a bit boring, but his ai girlfriend is for sure trying harder than he is.
that's pretty fucked up, well it's here for everybody to see what they can expect. what a fucking tool.
It's fine for random backups of stuff you dont actively use and wouldn't mind vanishing by tomorrow, Since its cheap HDDs (mostly 7th hand survivors from China), when they finally drop dead, you just accept it and move on there isn't exactly a support team running the show there
He sold a mountain of garbage here in the last two months and a lot of drama is coming
That's absolutely embarrassing on PulsedMedia's part. I've been using seedboxes for years and have never heard anything good about PulsedMedia, this thread just confirms that once again.
If I were you, I'd switch providers. What kind of incompetent bunch is that?
I can recommend the following providers:
usually with these posts, its usually an mjj who complained about getting banned, or a user error. But this post is different, the host is a complete bitch relying on ai for everything. 10 days for a manual reboot on a server thats paid and active is actually insane, and the dude asking to pay a 10k concierge plan just to talk to a human is fucking stupid. LET should ban hosts like these.
Chargeback yesterday
The eternal Knäckebröd strikes again.
Good luck to OP.
PulsedMedia should be banned.
Or, should we say, involucrated.
PERMANENTLY!!
and charged back.
The amazing part is that this wasn't from a hallucinating bot, this was from @PulsedMedia himself.
Same thing happened to me back in June. I had bought one of the LET Special seedboxes, and less than three weeks later the node went offline. Every reply on my ticket came from the AI agent, and it was always the same message: escalated to operations, flagged as priority, no ETA, keeping the ticket open. No human ever replied, and the ticket was eventually closed with no resolution. In the end I had to request a refund through PayPal, which went through inmediately.
Good luck, hope you get your server back soon.
Makes one desire to have back the previous support status - 5 days without a response, then a badly-humored response, but with detail and effectively advancing things (a little or a lot).
Humans must be able to kick in actively at these support tickets, take over and give specific answers, and coordinate all tickets. AI will never be able to cover ticket edge cases or cases where explicit human interaction is needed efficiently. This is one of them: AI, unless told, doesn't have any way to know a direct replacement ETA, and that one, better or worse, is what's necessary here.
Also, 6-18 hours to get an AI response from an agent is too much.
And that's coming from a guy that also uses AI.
Best of luck on getting this one sorted out @eKo!
You can find threads on LET about how they can't reach out to human (to you) for an issue your service caused because they didn't order some expensive package from you.
So it seems both your and @PulsedMedia's both AI and human support sucks.
I wouldn't dare talking about their level of support when yourselves is certified shit.
At least they provide human services in some tiers. PM doesn't provide it for anyone.
Oh, I do dare.
If one thing's guaranteed is that I do dare. Every day.
I talk what I want, thank you very much. No random user at a forum stops that.
Also - calling expensive to a 1 USD/month+ service (paid yearly) in this economy where everyone is doubling prices in this sector well above 20+? Good luck with that. Seriously. You will need it at the speed this is all going.
Regarding support, and since you brought that topic (I didn't want to talk about that now, but here we are), AI-based support will get significant improvements today, in the sense of a different design model, greater autonomy, a checks-and-balances system, better models, and faster help for everyone. Including those with a lower than 12 USD/year tier. And with human supervision through and through.
What wil happen now is that human supervision will exist at opened subjects both at the Live Chat and other areas. Have an issue with escalating? Have an issue AI doesn't get through and reasonable enough for a human to kick in? That's what will happen. AI will stop being a end-destination and start being an intermediary that knows how to solve things faster, but if that intermediary doesn't help, humans will kick in. Me or anybody else competent to solve it, which lately has been a challenge to find at usable pricing.
You can say a lot about me, or the company, or the support, or anything else - but you can't say I don't listen to (decent, granular) feedback, build on what exists, and execute improvements continuously. Because that's what has been done since it was founded. And problems get solved. That's the motto.
But this isn't about C-Servers. This is about @eKo. And he needs help right now.
I just said your support is shit and people tends to agree, and to improve it or not is your business concern.
Anyways yes, let's stay on topic.
Oh I can't see PulsedMedia's replies anyways so I am out of this thread.
He hasn't replied in here yet.
I hope his reply will be some AI made image, would suit him fine.
Posted this in his thread (https://lowendtalk.com/discussion/comment/4878247/#Comment_4878247):
Hopefully he actually recognizes and corrects his behavior.
Thanks everyone for the kind support words. Im not looking to get anybody banned or similar. I just want to use what I paid for. (no more, no less).
Have you considered prepaying for the AI concierge service?
Vaina working overtime…
you may just be the most patient LET member ive ever seen.
No ticket reply for 1 hour and mjjs be making threads demanding answers and a provider ban.
Current Support Stats: CSAT 8.49/10 (30d, n=85), 19 minutes median first reply (7d, n=210), resolution time median 14h 31min (n=796)
Support works the same way for everyone.
Facts;
You have been responded to. You are not entitled to my personal time.
My personal time is for business partners and high-ticket items, not a single MD unit, and DMs don't move anyone ahead in the queue. No matter how many tickets, replies, threads, DMs or messages you send, the SOP and physical reality do not change.
Standard SOP applied: there was no replacement unit available, so you were refunded to credit for the last month and service has been cancelled. You can use the credit to replace the failed unit with any new service.
Good luck in your future endeavours.
If you switch to Cerebras API you can improve your median response time to 10 seconds.
You're so full of shit.
Youre a 1 "man" show with a weird fetish for a robot to do your work, wdym not entiled to your "personal time" do you even work at some point? You certainly need to have a deep talk with Väinämöinen to check your privileges in terms of representing your clankers company. You even failed the most basic task of informing the person about the cancelation. Probably because you didnt inform your bestie Väinä, as its clearly clueless to everything. Cant wait for the article from it where it whines about lazy finish meat employees.
Fuck man, youre an exhibition piece.
Would certainly suggest fixing your support charter as you certainly seem like the L1 support monkey and there are no people.
It certainly sucks when the hardware failed. However, by the third day VVV already said remote hand isn't available for single minidedis error.
So, when it failed again past the DDoS, it's certain that it won't be available again until the next maintenance. So, "stuck in the loop" is mischaracterization.
@PulsedMedia doesn't want to expend €? Sure
How much for personal time and ability to feel entitled? Maybe lord or king, emperor would sufice.
Isn't a server being unavailable for over a week considered "high-ticket" ?