I challenge BurstNET to address the following issues and concerns in this public forum.

My Story:

I host a server at BurstNET and after months of poor service all around from server uptime to customer service, I decided to move my server out of their facilities and relocate it with a company called Mae Dullas (maedullas.com).

So, we arranged with BurstNET that they would overnight our server to the new facility just 4.5 hours away. We expected them to follow through with this as we were going to reimburse them for shipping charges, and we received both a written and verbal confirmation that the server would be sent over night (Thursday, June 14). Well, Thursday comes and goes and they did not send the server.

The catch here is that when they were a reminder call that day, they still had 2 hours to send the server and they flat our refused to send it! So, Thursday after communication with BurstNET, Sean Rosler said he would send it out Friday. Friday came and went and the server is still sitting in BurstNET’s NOC. I found out that Sean left town that Friday, and (IMO) never informed anyone to send my server out; since I called over there and nobody knew about it.

At this point my server has been up and down since Wednesday, June 13.

Saturday, June 16, after being assured that my server would be “plugged” back in, I find out that it is again, not up. So, my host master calls them to have them plug the server back in, and they said they would do it and call my host master back when it is up. Hours go by and the server is still not up. So I call BurstNET at about 10:30 AM PST and the guy there assured me it would be up in 5-30 minutes. 6.5 hours later, the server still isn’t up. So I call Eric (a tech I assume) and he informs me that my server was pulled because of spamming and that I would have to email sysadmin to have it plugged in. Well, the guy to checks the sysadmin email is out of town, and Eric as helpless as he is cannot tell me if Sean checks his email remotely. Moreover, it is funny that my server was suddenly pulled because of so-called spamming right after this huge run-around with BustNET. It seems (IMO) to all be politically motivated at this point.

Why weren’t we informed of this, and why couldn’t anyone tell me that when I initially called. At the writing of this message (6:17 PM PST), Eric agreed to plug the server back in. We’ll see if that happens. I do not assume anything with BurstNET anymore.

The worst part is that I pay for this huge lack of service.

So I challenge BurstNET to address the following issues:

Professionalism, service, communication, and their employee knowledge of their systems and lack of caring for their clients needs.

I can understand BurstNET being upset about losing a client, we all are when it happens, but this tactic of hold my server hostage (IMO) because of losing a client is completely ridiculous. I can liken them to the soup nazi, except they seem to be server nazi – No server for you!

I look forward to your (BurstNET’s) response, and feedback from anyone else as well!

Thanks,
Patrick

I am going to make three statements on this matter and that is it.

1. YOU are not a BurstNET client, and NEVER have been.
Our contract is with the provider who sold you the server, and our responsibility lies with him.
We have been dealing with him directly with this matter.
Truthfully, we do not even know who you are, nor ever heard of you until the past 48 hours.

2. Your server HAS NOT had alot of downtime or problems.
This is completely ficticious, and we are offended that you made this statement.
When you first cancelled your service, rather, when your provider canceled it, he stated that "his client was unhappy with the downtime". We questioned this, and and your provider somewhat agreed with us. This is the single server remaining in our facility from a large client that moved out all his machines prior to our opening of our new data center, due to VDI downtime, and he felt he could not wait for the opening of our new facility.

3. We did not have time to ship the server on Thursday, and I do apologize for this.
We responded to our client, your provider, about this. In a support email to us he stated that the NOC the server was being shipped to was not open on Saturday, and that we may have to reschedule.
We therefore did not ship the machine on Friday, but rather left it running on our network for usage still.
AT NO TIME did we unplug the server, nor refuse you service due to the cancelation of your service. We are at this time waiting for a rescheduled ship date from our client for this machine. When we have that it will be shipped at the new date. We are not holding a machine "hostage", we don't do business like that. We had that done to us in the past, and would never do such a thing to our clients. We would hold a machine until a bill was paid in full prior to leaving, but that is not the case here.

As far as the spamming incident, I do not have information on that, nor aware it was unplugged due to such.
As soon as I have the info from the admin that handled that, I will respond regarding this matter.


Sean R.
BurstNET

I'm Precise's provider and have a question. Why was I not notified that his server was being unplugged due to spamming? Eric just called me and told me that Nick said it was unplugged for that reason. He said that both you and Nick were out till Monday so this will remain unresolved till then. Not a good business practice.

I don't want to get into a war or anything with anyone, but as his provider I should have been notified prior to the machine being unplugged. We should have been given an opportunity to discuss this and to stop whoever was doing the spamming.

Everyone has spamming complaints. At my new NOC they tell me all the time about spam, but they have yet to unplug me without warning.

The problem I have is that you responded to Patricks message here in less than an hour, but it's now been 12 hours and not a single e-mail from anyone at Burst about this situation. I sent you a personal e-mail at 8:30PM EST and still nothing.

I have several issues with Burst right now, but all of this could have been avoided if Burst could learn to communicate with it's clients.

I have been a client of burst in the past and well....

They have a problem communicating with their clients, as well as customer service.

They have a rude billing lady there also..

Sorry burst. but you can say all you want to defend yourself (as usual), but you can not change my opinion on your company.

If you are going to avoid my challenge, that is fine. That clearly states what kind of company you have.

It also clearly shows that your clients cannot depend on your company for results. Why? Because, you guys say you will do something and you do not do it. And when you don't do it, you don't even notify your clients. I asked you to address these issues, but you will not. I do not know why you will not, but (IMO) it is because you really do not have a good answer or any answer for that matter.

I was told 4 times today that my server would be up, but it is not. Today, I have has 23% uptime. So, if that is what you call leaving my server "plugged" in, then thanks. Your doing a great job!

I really do not know what else to say. It seems to be easier to get a response from you by criticizing your company then it is asking for support. I think this incident proves the capability of your company.

Patrick

BurstNET: Our contract is with the provider who sold you the server, and our responsibility lies with him.

Well, I challenge you to start taking responsibility.

BurstNET: We did not have time to ship the server on Thursday, and I do apologize for this. We responded to our client, your provider, about this. In a support email to us he stated that the NOC the server was being shipped to was not open on Saturday, and that we may have to reschedule.

Sounds like your passing the blame. You failed to meet your obligations plain and simple.

Your server HAS NOT had alot of downtime or problems. This is completely ficticious, and we are offended that you made this statement.

Sometimes the truth hurts, huh?

Regardless of whether I pay you directly or not, I think you (BurstNET) owe it to your clients to address the issues mentioned in the original post.

Would someone who pays Burst directly ask them to address the issues so that he doesn't feel as though he could ignore my challenge.

Patrick

Like I have said before, I have never been nor will I ever be a BurstNET client. This is just my opinion on the matter after reading at least 2 or 3 BurstNET comments daily.

I have noticed that BurstNET is constantly saying that people should stop posting so many comments and posting everytime something goes wrong. Frankly, I don't think people would be doing this if they didn't have a reason and if you would improve your service maybe people wouldn't post so much and you could build a new reputation from the ground (if not underground) up. So before you post something to the effect of "everyone quit complaining", please take the time to understand that people will not do that until you improve your services and provide them the service they purchase from you.

Believe it or not, I'm not going to comment (I have no reason to), I just wanted to send greets to Mike and Timothy -- I hope all is well. :-)

Originally posted by Tim_Greer
Believe it or not, I'm not going to comment

:D Yes, Tim everything is going great with me. Hope all is well your way too.

Originally posted by Tim_Greer
...I just wanted to send greets to Mike and Timothy -- ....


This Quote reminds me of ......well...ya'all know... :D

Greets to Tim_Greer :) and all WHT members.

I wonder were BurstNet keep their armoire? :D

Originally posted by mybiz

They have a rude billing lady there also..


The billing lady? She is so nice (or at least the one I always talk to). So nice to work with BurstNet

Originally posted by Precise
I really do not know what else to say. It seems to be easier to get a response from you by criticizing your company then it is asking for support. I think this incident proves the capability of your company.

I totally agree, i have noticed that ALOT.

BurstNET is very quick at responding on WHT, but their support/communcation sucks.

Originally posted by Timothy
Like I have said before, I have never been nor will I ever be a BurstNET client. This is just my opinion on the matter after reading at least 2 or 3 BurstNET comments daily.

I have noticed that BurstNET is constantly saying that people should stop posting so many comments and posting everytime something goes wrong. Frankly, I don't think people would be doing this if they didn't have a reason and if you would improve your service maybe people wouldn't post so much and you could build a new reputation from the ground (if not underground) up. So before you post something to the effect of "everyone quit complaining", please take the time to understand that people will not do that until you improve your services and provide them the service they purchase from you.

I agree with timothy. I couldn't of said it any better. I'm very happy with my server at pogolinux that has an uptime of 66 days and has never gone down yet. I can't ever picture BurstNET providing that kind of service.

BurstNET should be responsible and fix their problems rather then complaining on WHT and blaming users instead of solving the problem.

any of you guys who are having problems with burst, you might want to consider MOVING from burst, onto weinbar, they are great, i have a server there, uptime = 50 days, and only gone down once.

node9: And you have been a BurstNET client when? ...since you have so much knowledge of our company, our infrastructure, and the support we provide.

Sean R.
BurstNET

are you trying to insult me?

Why the hell would i want to be a customer of a terrible company like yours. Once again you are avoiding the situations, the problems, the solutions.

I do NOT need to be a customer to know what kind of rotten service you provide.

your customers speak out

node9, I'm sure your never had a server at burstnet.

Personally I'm very satisfied with burst, the support has been great, speed and uptime too.

And I'm sure those who complains about burst, never had any ded server or virtual account with them.

I'm a customer of burst and I'm very pleased about their service and I hopefully will NEVER leave for another company

ABW, you said

"And I'm sure those who complains about burst, never had any ded server or virtual account with them. "


If you were paying ATTENTION to the threads on here, they have had DEDICATED SERVERS.

If they haven't had either, then why are they complaining? come on man use your head

By the way, did sean tell you to hop on wht and post this?
=P

BurstNET is responding to posts from non-clients and are ignoring post from clients. Very interesting.

I agree, you do not have to be a client to know the kind of service you provide. The truth is all over these forums. So why don't you address the issues in the first post for your clients?

Oh and, I guess they filled yet another promise of putting my server up yesturday in their client's circular filing cabinet. (Sever still down). But I am not shocked because this is the kind of service BurstNET seems to offer.

Patrick

node9,

1) sean didn't told me anything, I'm satisfied with burst personally

2) the people not happy with burst complain mainly because their server hasn't been setup in time, that's different problem I think

Yes, it's a problem of being told one thing and then not having a product delivered as promised. It's only compounded by the complete lack of communication from Burst. Verdict? Thumbs down, all around.

*shakes head*
ABW: I have nothing more to say to you..

>> are you trying to insult me?

No actually, it's the other way around. You have no business posting derogatory statements against a company you have never done business with.

>> Why the hell would i want to be a customer of a terrible company like yours.
Once again you are avoiding the situations, the problems, the solutions. >>

We don't avoid situations and problems, but we deal with the clients directly.
You seem to think that WHT is the whole hosting world, while WHT is nothing in size compared to the real industry. BurstNET hosts thousands of clients and is approaching 200 dedicated/co-lo servers...you think we are growing this fast because we "provide a terrible service"? I don't think so...
We just happen to have some very vocal clients that seem to feel the need to post every little detail about their transaction with us on WHT...regardless of whether good or bad. Then individuals like yourself, with no first hand knowledge decide to keep repeating what they hear...thus making it look like there are alot more issue than there really are. Holding downtime that VDI had years ago against us is ludicrous. BurstNET has almost all new staff, and an all new data center than we had back then...so bringing up old dirty laundry is pointless.


You do the math...
BurstNET has say for example 20 complaints on WHT.
Another company(s) has 2 complaints only.
BurstNET is a bad company cause of all these compaints you feel???

WRONG!!!

BurstNET has 50 times as many clients as the company that had only two complaints.
Therefore our percentage of complaints is actually far lower than the other company(s)

>> I do NOT need to be a customer to know what kind of rotten service you provide.

Actually...yes you do, otherwise you are the individual that believes everything you hear...without really knowing anythingfor fact/sure.
I assume you believe everything on the evening news as well?
I am tired of 16 year old punks causing problems for honest people/companies in public forums.


>> your customers speak out

Yes, like less than 1% of them...
What about the other 99% of our clients that are comletely satisfied BurstNET clientele?

Don't forget the "client you can never please" rule....some clients you can bend over backwards for, and no matter what they will not be happy. Every host in the busness has come across individuals like this. We had one recently that cancelled his service because we would not install and custom program high end security measures for his server...and basically wanted us to re-write red hat linux to his specifications....Sorry, not gonna happen...we are not Red Hat.
Overall though, we have only lost 4 dedicated server clients since we opened our data center, and have added almost 150....that's a pretty good customer retention ratio for a company you claim provides "rotten service".
Sure we are not perfect, but I would like you another mid-sized hosting company that is doing a better job than we are with the amount of clients that we have....you won't find one.

BurstNET is just the target of scrutiny and is much in the public eye, due to our recent dealings, special server prices, CPanel/NOCSoft positioning, data center opening, and company growth. Many of our competitors feel they can cut us apart to gain business, and others feel this provides "excitement" in the forums. Well guess what...all you are doing is hurting perfectly good people that work for BurstNET, working very hard to provide the best possible service to our clients, that work day and night to support their families and grow this company. Shame on you. We admit we are not perfect, but we are doing as much as we can, as fast as we can, to better our service.

The point is that BurstNET is the largest of the middle sized hosts, and we are going to take a lot of crap, and have a lot of comments made about us. All we ask is that you be reasonable and do not believe everything that you hear...as we host thousands of happy clients obviously we are doing something right and providing decent service.

Sean R.
BurstNET

Sean,

What I am attempting to do here is get my server moved plain and simple. These postings could have been avoided if your company would have done what it said it would do. Dealing with your company is like running my head into a brick wall. No one there is on the same page, it takes 12 hours for someone to tell me why my server is down. I have to initiate contact to get answers when BurstNET should initiate contact when they take one of their client's servers down.

You are right when you say that you shouldn't be criticized for VDI's previous problems, but you should for your current problems. Thats is lack of communication with your clients.

We plan to have you send the server tomorrow. I do not know if Mke has communicated that with you. Just do it, and this thread ends. All I want is my server moved, and if the only way to get a response from you is to bring it to the public eye, then I am going to do it.

If your clients need something done and it doesn't get done, and the only way they can get a decent response is to bring it to the public eye, they will do it. I should not have to be the one to tell you this. Stop blamming your clients for your lack of responsibility. All that is needed in all the posts I have read is a simple email. That is it!

My host master shouldn't have to call you to find out that the server wasn't sent and nor should I. You should call your client to let them know.

Your clients are screaming for better communication and you are screaming back at them to SHUT UP. What kind of business are you running?

It also seems like you need better internal communication. When I cal lthere no one know anything about anything. you also need to grow internally.

Once again, address the issues discussed in the original post. Let your clients know that something is being done., and then do it. Don't talk the talk if your not going to walk the walk.

I would also like to add, with any company there is only a small percent of consumers who will comaplain. The problem is that you do not act when problems first arrise. So, this can and probably will cycle through all your clients. They will all eventually have problems, but if you communicate with them and do what you say you will do, they will not end up posting here!

It is not that difficult to understand.

Patrick

"What about the other 99% of our clients that are comletely satisfied BurstNET clientele? "

lol sean you talk like the rest of your customers are completely satisfied.. how are you so sure? shall we take a poll?

or are you not up to that?

Not everyone who is a customer of burst posts here, or even knows about wht

Originally posted by Precise
Your clients are screaming for better communication and you are screaming back at them to SHUT UP. What kind of business are you running?

Indeed.

Originally posted by BurstNET
Well guess what...all you are doing is hurting perfectly good people that work for BurstNET, working very hard to provide the best possible service to our clients, that work day and night to support their families and grow this company. Shame on you.

I really resent this statement... You can't justify the problems you've been having by trying to redirect the blame to those here trying to get the support they deserve to receive. There is no justification for taking weeks to resolve issues that should take minutes. Hire more people, and then take a vacation... Maybe then you'll be in a better mood.

Regards,

we're all professionals here (or at least i'd like to think as much).

the simple fact of the matter is, you should be taking this problem up with your provider, and not BurstNET.

That's what I get out of all of this. I'm not taking sides.

I'm not taking sides either...

Paging::: Sean/BurstNET >>>>>>>The IP's bro :)<<<<<<<

OK, BurstNET - please move the server, for god sakes this thread is getting out of hand simply because of a single server not being moved from location A to location B.

Im not taking sides, but moving the server on a clients request just makes sense, is it worth arguing about it?

pick it up, pack it into a box, stick a label on and ship it out, its gonna take you 20 mins at most, its taken you alot longer arguing about it on this board.

bet it aint been sent yet
:spiny:

Ok, everyone who should be aware of the problem, is aware of the problem, and just so this doesn't continue to be yet another support/bitch thread, I'm closing this.

Mike call Burst, Patrick call Mike.