This is sort of a... long summary, but I need suggestions on what to do with my problems concerning GNX.

I purchased an NT 250 account (1 year's worth) and registered for a domain (2 years) at GNX on April 22nd of this year, and everything went pretty well at that point. I think the major problems began when they lost FTP access to server 786 about two months later, causing us to lose all our site content. Well, they took quite a while, but we were finally upgraded to a Linux server. Sure, my friends and I put up with this since it was the first time anything really went wrong, but even afterwards, everything wasn't perfect. They e-mailed the instructions for users of server 786, but the login failed, and only after some hounding of support did they provide a working login for the account. Also, they gave us domain/~sub "subdomains" and only 100 MB of space. At that time, they had changed their listed services to 100 MB and 200MB accounts, not 250, and according to the terms, they did reserve the right to do that. However, we still shouldn't have been stuck with a lowly 100 MB, noting what we paid for originally.

Well, I thought that wasn't too bad, and we could straighten those things out with GNX, and our site could be running smoothly again. Unfortunately, it took another huge dip. We somehow lost the main login access to the online site management and FTP, as well as its CGI and e-mail capabilities. So, I e-mailed GNX support as well as left a message on the automated web support area, since both either ignored the problems or redirected them to a different department. The company obviously doesn't work together.

Also, about a month ago, we had to change the e-mail address on file since the original one we signed up with would be non-existent shortly... so I contacted either support@gnxonline.com or the automated web service first, but we were redirected... and then redirected again to sales@gnxonline.com. Well, maybe this "accountsdmin@gnxonline.com" would do the trick, since it's listed in the members section to handle account information, e-mail, etc. And so, I contacted those last two options, and still no response from either. I'm sure "accountsdmin" is a typo and doesn't exist, and support and sales seem to be dead now.

My friends and I agreed that we won't tolerate this anymore, and we want to cancel our account, but that seems unlikely. I contacted the automated web support one more time a couple of days ago to restate all the accumulated issues and to mention that our queries have been ignored. Surprisingly, there was a response, but... a very disappointing one.

"On our Linux server this is the way we offer sub domain domain/~sub
Thisis indeed a sub domain we offer it comes with its own ftp ,cgi ablity and php"

Well, that's nice. This person answered one question about the subdomains, but completely ignored the problems listed. Or perhaps, he just doesn't understand English.

It's been well over 14 days of the initial purchase since any problems had been encountered, so the money back guarantee is out of the question. As already mentioned, we do want to cancel our account since $140 is quite a bit of money, but we won't be able to receive a refund because according to the terms (http://www.gnxonline.com/usa/terms.htm), "Fees charged on a prepay basis are non-refundable after the money back period." Also stated, "Customer agrees to defend, indemnify and hold harmless GnxOnline against liabilities arising out of. . . (4) any defective products sold to customer from GnxOnline' server," so there's really nothing we can do legally about the money or denied service.

I guess the only options now are either to ask for a refund anyway and hope the administration doesn't understand its own terms, or to keep the account and continue to demand for proper service.

Any thoughts or suggestions?

I suggest you contact them one last time by sending them one last email asking them to refund the amount you are entitled to. Also tell them on your email that if they do not reply on a timely matter you will impose a "chargeback" and end up getting your money back anyways.

This should do the trick; if they do not reply to your email within a few days (3-5 days). You should contact your credit card company and dispute the charges for "Services Not Rendered" and/or "Credit Not Processed" since it seems that you are entitled for a refund and they did not provide the services they promised.

What exactly is a "chargeback" and how does it work?

Kapa,

A chargeback, as the name implies, is simply a charge that your credit card company imposes on this hosting company's merchant account to return the money to you.

I am not sure as to how they work, I know there must be some legitimate explanation on your side towards your credit card company in order for them to initiate the charge back.

I would contact the host and demand that they refund the money or else go to your credit card company and tell them that this company has not delivered as promised and that you would like to process the chargeback.

I don't mean to get involved, but next time, signup with a company for a few months before you decide to pay for the full year up front. Unfortunately there are a lot of "not so customer oriented" companies in this industry.

Good luck. :)

So, the refund period is over? That shouldn't matter as GNXonline has broken the contract. They did not provide the service that you signed up and paid for, so you should get your money back! Good luck on it and on getting a new host.

Dogma is absolutely right. That is a very good point. They did not delivered what the promissed. In features and in service.

You should demand your money back and if they don't do it, simply call your card company.

I notified the sales department about their lack of service and the wish for a cancellation and refund, but this was the reply received.


"We offer money back in 14 days after this we offer no money back.Please see our term of service www.gnxonline.com/usa/terms.htm

If you are attempting to issue a charge back and denied payment we have already alerted the credit card company and the legal department of your action we this is credit card fraud.

Sale Desk"


I don't want to risk destroying the credit record or getting involved in any sort of legal issues, so what options are available now?

Well, I doubt they've notified anyone, but the 14 day policy is besides the point. If *you* paid for something you aren't receiving, you have a right to request a chargeback from your credit card compnay (bank). They may deny the claim, but know that you have the right to present your case and request the chargeback, this is *not* credit card fraud, so long as services were not provided that you signed up for.

OK,

:erm: They CANNOT stop a chargeback simply by contacting YOUR credit card company. :uhh: Once a chargeback is issued, THEY can represent their case to your credit card company. (In this case you'd win since they can't prove they provided the service.)

:laugh: Legal department? That company doesn't even sound legit! What's the person's NAME at the "Sales Desk"? (if there even IS one!)

Just let your credit card company know of the disputed charge and they'll issue a chargeback. Until then, don't pay for the disputed charge if you've already presented a chargeback request.

Hope this helps!

:idea: What does you credit card statement show as the name of the company placing the charge? If they use iBill or the like you should contact them as well -- They're really good on chargebacks and fraudulent companies :stickout

The sales department didn't provide an individual's name...

I haven't presented a chargeback yet, and as for the company placing the charge, it's "WP-GNXONLINE LEWISHAM GB," and they do not use iBill.

Your host, gnxonline, is a reseller of rackspace.com. Try contacting rack space and explaining your situation.


gnxonline.com traces to:

Rackspace.com (NETBLK-RSPC-NET-3)
112 East Pecan St.
San Antonio, TX 78205
US

Netname: RSPC-NET-3
Netblock: 64.49.192.0 - 64.49.223.255
Maintainer: RSPC

Coordinator:
Rackspace, com (ZR9-ARIN) hostmaster@rackspace.com
210-892-4000

Domain System inverse mapping provided by:

NS.RACKSPACE.COM 207.235.16.2
NS2.RACKSPACE.COM 207.71.44.121

I was with gnx online, and had a very poor experience.
I paid for my year in advance for US50, and recieved US40 back after the 14-days money back. Apparently, they charged me US10 for "administration". What easy money for them.

Anyway, I think it's all run by one person, because they (sorry) - he/she certainly nevers answers any questions.

Since my bad experience I've moved to Aletia hosting, with their WHT special. It's 10 dollars per month, which is more than GNX, but it's certainly worth it.

Real subdomains rather than those crappy ones (I too was shocked when I found out about them). MySQL, fast speeds, and most importantly....REAL 24-hour support (maybe 23 hours) but close enough either way.

Anyway, good luck

This is not CC fraud. Just tell them one more time: "If you don't refund my money, I AM going to initiate a chargeback." They will lose around $25-$35 because they get charged when someone does a chargeback. If they are smart, they will be more then willing to refund your money.

Hello!

Right now I am having trouble with gnxonline too! My website is almost down for 24 hours! Does anyone of you know whats going on? My e-mail & ftp works (thats why I am securing all data now).

I also had trouble in the past, On March the 5th I registered for a 200MB webhosting packgage and never got the 200MB, only 100MB!! I also thought mySQL was included but never got it, I am almost sure though it was included (Can any1 help me? do you recall the packgages offered in March? I think I had a Linux 200MB hosting)

I tried several times to e-mail them concerning my 200MB but they only replied the first time and told me this will be fixed! Nothing happened and I never ever got a reply afterwards!

Something is really wrong with this company!

Sabah :mad:

PS: Now even my FTP & Mail went down! How great!

Okey, I've had enough!

I e-mailed support, I called the phone # on their website (only got an answering machine)! No response! I really don't know what to do! This is my first webhost I ever had and I made such bad experience!

Can I ask for my money back? I know there is written Money is not refundable in the TOS - BUT I didn't get what i paid for! I didn't get my 200 MB! I only got my 100MB and I don't like throwing money away for nothing!

The webhost was paid by a "sponsors" credit card, a 1 time yearly fee. I don't have a credit card and don't know how it works exactly but can he ask for the money back? Or can he cancel the payment? (it was in March)

There is no other way since I really was ignored in the past, I sent at least 5 times a mail concerning my 200MB!

Please if there is any expert who can help me, I would appreciate it since I am a beginner in webhosting issues!

Sabah

Originally posted by Karaali
Please if there is any expert who can help me, I would appreciate it since I am a beginner in webhosting issues!

Well, I'm an expert in kicking host's @$$es (especially *****)...

Do the chargeback and AVOID this company...Don't contact them as it only gives them more of a reason (and proof) to appeal your chargeback. Also, by ALL means, DO NOT use the account with them...If you do, you can ruin your chances of winning a chargeback...(Well, in this case it appears the host is too incompetent to appeal it, so.....)...

BRING ON THE CHARGEBACKS! :uzi:

I'm glad I'm not the only one...

I have just about had it with GNXOnline!
I started my hosting (also my first) a couple of months ago. Since then the service has been on and off many times, my emails changed, my passwords changed, and a good 2 day wait between each query as to why each happened and what I should do about it. On top of that, all replies were extremely short, touched only one of my points, and weren't descriptive at all. What was the point of most of the replies - I don't know.

The most upsetting thing lately is about my contents. In one of their responses to my queries they also mentioned I have files for download on my site and it's against their terms of service. I told them those files were freeware (two utilities for IRIX), but I will remove them nevertheless - which I did. However, I wrote, their terms state that I cannot have ANY file for download whatsoever. This doesn't mean only warez, commercial files, binaries etc. - but ANY files. I told them I present my art on my site in the form of movies and images - if downloading those is against their terms of service, then my whole site is breaking their terms and EVERY one of their members is breaking their terms too - for everyone has private html files and images they offer for download (among other files). Why would I have 150 Mb (that's what I have) if I cannot use it for anything?
Their response was:
"we do not support posting of files for download any time of file if you are doing this ,then yes we do not support your account type"
And all of a sudden I cannot get my emails, log onto my site or view it!!!!
Excuse me but WHAT THE !#%#$%!!!!!
I am so pissed right now and have really had it! I want to switch to another host and just like the others, I want a refund which I am in doubt I'll get. Besides the one host mentioned here - could you please recommend others as well so I can compare? I would like some that support CGI. Thanks.

UUURGHGH - I am so angry, mostly because they are in England, I'm in California, and I cannot just go there and punch someone in the nose. I chose it for the price and I guess I am paying for it now!

The question was related to web space (i.e. we signed for a 250 M package 2 months ago, before they make the switch to rackshak)

PROBLEM DETAILS
---------------
ID: 2664
User: edr.ro
Date: 8/7/2001 10:56:00 AM
Title: Question.

SOLUTION
--------
We have brought your account in line to our new account which is now 200
mb and have offer you the new features ..If you feel the need for the 50
mb to be added to your account do let us know and we will be happy to add
it on.
Also do tell the customer who started the thread if he has a account with
us still to contact me and I can update the space for him/ her

If you need any more information please feel free to contact us at any
time as we are here to help.

Have a nice day

please excuse my language on this one:
Those <bad worders> have finally done it!! They closed down my acocunt and didn't even tell me for a good few days why they did it. Apparantly my figure-drawings (I'm an artist) offended them. The least they could do is tell me - but they just decided to close down and not reply for a while and then tell me they closed my accout down and they won't pay me any money back.
I heard so much good things about Aletia - I'm thinking of moving with them. Sure, they are twice as expensive but I'll be happy there. Their support is good - unlike GNsuX's horrible support, and they don't play games with you. GNX won't reply to your emails till your "trial" period is over and then you don't get any money back. Since you'll be moving out of GNX after one month, you will be paying them what you'll be paying Aletia for 4 months, so ultimately - you're paying more!

Originally posted by hummus

I'm glad I'm not the only one...

I have just about had it with GNXOnline! I started my hosting (also my first) a couple of months ago. Since then the service has been on and off many times, my emails changed, my passwords changed, and a good 2 day wait between each query as to why each happened and what I should do about it. On top of that, all replies were extremely short, touched only one of my points, and weren't descriptive at all. What was the point of most of the replies - I don't know.

Can I sign this? :)

Seriously, this company does not care in any way, what kind of service they provide for their customers.

I want to switch to another host and just like the others, I want a refund which I am in doubt I'll get.

I already switched to another one and just "forgot" about my other 9 paid months :(. OK, that was my risk in prepaying.

UUURGHGH - I am so angry, mostly because they are in England, I'm in California, and I cannot just go there and punch someone in the nose. I chose it for the price and I guess I am paying for it now!

Well, I am in Europe and neither can go there and punch someone :).

Alexander

Hello all, my name is Janet .I work for Gnxonline.

I would like to say all who have voice their issues and think they are truly entitle to a full money back refund to contact me at sales@gnxonline.com. And you will be refunded

NOTE

We do not charge any set up fees on our account like most other companies.

<<EDIT>>

That’s a big difference we do two things

<<EDIT>>

2.Have an admin fee if you cancel to cover cost for paying the credit company just to get access to your money (and then give it back) and setting you up on our servers.

*So admin fee, instead of set up fee -only used when cancel
Have a nice day

Janet Mills

Well Janet,
When I asked you directly for a refund you told me I won't get it - so now you tell me I will. I'll believe it when I see it. Thanks.

As for setup fees - I know Aletia doesn't require a setup fee and they charge $95 a year - which is double what you charge - but their service is excellent. So on top of the $95 - there are no other charges - but then again - that covers for double the space that you're offering - so ultimately - it's a better plan (when you take the other features into account and their great support).

I feel customer support is one of the most important things in web-hosting, and I hope GNX can learn a thing or two from all of this.

Originally posted by Janet-Mills
Hello all, my name is Janet .I work for Gnxonline.

Hello Janet, yes I know, since you contacted me at one time.

I would like to say all who have voice their issues and think they are truly entitle to a full money back refund to contact me at sales@gnxonline.com. And you will be refunded

I have to say, this is new for me. In my reply at you I mentioned that I doubt that I will get my money for the 9 unused months back. However you never replied to that.

We do not charge any set up fees on our account like most other companies.

While many companies certainly charge a set up fee, its not that most do that.

<<EDIT>>

Sorry, but this is again not completely true, since many companies have fees from $7-$10.

*So admin fee, instead of set up fee -only used when cancel

I think most users only cancel, when they are not satisfied by your service (at least it was that in my case). And in this situation it is your fault and you should not complain.


Alexander

Originally posted by hummus
Well Janet,
When I asked you directly for a refund you told me I won't get it - so now you tell me I will. I'll believe it when I see it. Thanks.

The same for me, except that they even ignored my questions about a refund.

I feel customer support is one of the most important things in web-hosting, and I hope GNX can learn a thing or two from all of this.

That is true. The price is certainly an issue, but if GNX would charge $5 or $6 but would offer a better support I am sure their customers would be more satisfied. Also I would still be staying with them. So they lost me as customer. I might be just one, but obviously not the only disappointed one.

Alexander

hummus - HAS BEEN REFUNDED


From: "Sales-Gnxonline" <Sales@gnxonline.com>
To: "Dani Rosen" <danirosen@hotmail.com>
Sent: Tuesday, August 28, 2001 1:37 AM
Subject: Re: for Janet


Dani
As promise Full refund
Refund succeeded! refund transaction ID= xxxxxxxxx
amount= $45.00
This refund is now reflected in your account


Thanks for your notes on customer service I have pass this on to the Support Manager .

And for giving me the opportunity to fulfil my promise please do tell the others to email me.

Thanks

Janet Mills
Sales Desk

That is true, I did get an email telling me I'm getting a full refund.

Although you have already lost me as a customer, I hope for you this is one step towards running a better business. Make the client happy and he'll stay with you.

Good luck.

A friend of mine used GNX and also at first thought it was great. Then his e-mail didn't work for over a month (never did get it working) and his site was flaky. Of course, the domain name is registered in GNX's name so he didn't care as much about the money as he did the name. They refused to give him rights saying it was breach of contract

one side note, the e-mails he got from them looked like they were written by a 2 year old, no sentence structure, every other word mispelled and denying that e-mail is down, saying "it is working now" each time,

Finally he found a low cost lawyer who had a conference call with them and got the domain transferred to his name, too much bs to go through,

Yeah, I kinda' thought the same myself. I often stopped myself from correcting the spelling and sentence structure of those support people. I was expecting a better english from the Brittish...

My "resolved" replies also often said - "it is working now" when a week later it would fail to work all over again.

As for the domain - I would always recommend registering a domain under a site that doesn't host. That way you always own the name and no funny games are played with it. I recommend www.registryweb.com - they're cheap and reliable.

I too have had bad experience with GNX.

:angry: They don't seem to be able to understand the English language when asking for support, let alone be able to write understandable responses. They also don't usually reply to anything for at least a few days and when they do they never respond to your entire request, just whatever was in the first two lines.

And, like someone above, as soon as I tried to leave them they refused me any refund, and refused to give me ownership of my domain - Which I should by rights have anyway, since they registered it on my behalf, which means I should own it, all they did was fill in the form for me (apparently).

I'm not too bothered about the money, but I want my domain! I'm taking advise from my lawer right now, if they still refuse to give me my domain I'll take them to court.


And I live in England, so going round theirs to punch someone on the nose is totally an option...

Ben,

Originally posted by benhen
I too have had bad experience with GNX.

:angry: They don't seem to be able to understand the English language when asking for support, let alone be able to write understandable responses. They also don't usually reply to anything for at least a few days and when they do they never respond to your entire request, just whatever was in the first two lines.
Yes, I wonder why their English lacks that obviously, since they appear to be a UK based company. But as you can see above Mrs. Mills does not even consider it as necessary to reply to my comment.

And, like someone above, as soon as I tried to leave them they refused me any refund, and refused to give me ownership of my domain - Which I should by rights have anyway, since they registered it on my behalf, which means I should own it, all they did was fill in the form for me (apparently).
Well, I would look under whom the domain was registered. If it was you, there shouldnt be a problem to switch the nameservers.


I'm not too bothered about the money, but I want my domain! I'm taking advise from my lawer right now, if they still refuse to give me my domain I'll take them to court.
Well, I AM/WAS bothered about my money. They got 9 paid months for no service.


And I live in England, so going round theirs to punch someone on the nose is totally an option...
Could you give them an extra punch for me? :)


Alexander

I too have had enough of troubles with them.
Then I did a search on Google for GNXOnline not to find a single comment favourable to them.
They register domains under their name at Bulkregister.com (mine so).
I too am faced with the problem of acquiring my name.
They are playing a game.

I paid for my year in advance at GNX because that is the only kind of package they offer. I had heard that they were pretty good, but I didn’t do enough research, obviously. I will probably not get anything at all back because I waited far too long in hopes that they would get better. It’s been about 6 and a half months now and I was hoping that I might get part/half of my money back since I can't even use the space I paid for now... and it's been that way since before I'd been there 6 months. I assume it’s too late for me to do anything... but I hope anyone that is looking at GNXOnline will read this and learn from my mistake.

I had problems right out of the gate. They put me in for the wrong package even though their confirmation had the right one in it. I couldn’t do anything at all until they finally listened and changed it from a linux package to a WIN2000 like I’d paid for and needed.

At first the connection time was pretty good with my site. I was happy after things got going. And then it started going down. It was slow. Really slow. I started having complaints and angry people. I tried to get help from GNX... but it was frustrating and a general waste of time.

I had a friend of mine that was smart enough to warn me that I shouldn’t route my DNS through them because that would give them too much control. He had me route it through him. Unfortunately, that meant that GNX couldn’t even get past that fact and would always tell me that I had my DNS set up wrong. No matter what the question or problem was. That was what every single response would start with. They would always give me canned answers that looked like they’d been taken out of the same book. And it didn’t ever matter what the problem was. The other sites routed through the same DNS server were fine. No issues. But that didn’t matter to GNX.

Like others have mentioned, their replies were short, ignored most of my points, and weren’t at all helpful. Their grammer and spelling were almost impossible to understand... which always made it worse since they weren’t answering my questions anyway. I don’t know what language they speak, but they don’t seem to understand or write English. Not only that, but they are supposed to e-mail you when your question is answered, but that doesn’t happen since they leave the ticket open and pending. They just put the answer there and it’s up to you to keep checking for several days to see if they finally got around to putting another garbled response in “answer” to your question.

They didn’t care that I was having problems. I assume that they didn’t even bother to read through my descriptions because they didn’t answer the issues. They always told me that things were fine with them and that it was something on my end... and yet I know that isn’t true. They even told me one time that I needed to “try logging into the server at a diffent time or using another ISP.” Um... hello. The people that visit my site are from Canada, Australia, USA, Britain, Netherlands, etc. I think we’ve used plenty of ISPs. And it wasn’t just one “time” that I was trying. I even used a site monitering service to keep track of when my site had issues and they didn’t care about that because they’d just blame it on my end. I tried to be fair and work “with” them on a resolution, but that was also a waste of my time. I finally had to give up and pay someone else for server space. (thank you to all of those that recommended uplinkearth, btw. They’ve been awesome.)

I know that I may never get a cent from them since I made the mistake in hoping they would get things working properly. I waited far too long. But I am posting this here for two reasons... one, because it annoys me that Janet Mills posted in here that “I would like to say all who have voice their issues and think they are truly entitle to a full money back refund to contact me at sales@gnxonline.com. And you will be refunded.” And yet, she’s the one that told me I’d get no refund... not even a partial one. The other thing is that I want everyone to know that there are still really bad issues with them. They are no better. Stay away. The comments in this thread may be older... but don’t assume that they are outdated.

Dear Nae,

I fully see and understand your complaint. Your story is quite similar to mine and if you do a search here for my postings you will see what I had to experience with them. I also had to prepay an entire year and when their service got even worse than it was after 3 months I cancelled my account and moved to another webhoster. Of course they never considered to refund the 9 months. The best thing however is, that I got 6 (!) emails in the last month to renew my account. Which account? Although they never refunded anything they removed my account some hours after I notified them of my move. So I fully second your "Warning: Stay Away from gnxonline" statement.

GNX Online is the worst webhoster I ever had and saw.

Alexander