Hey,
I've got problems with Burst.NET
I want to cancel a dedicated server with them and take adventage of 30 day money back guarantee.

I have sent emails to sales@burst.net , orders@burst.net but got not reply for over one week.

I have to cancel the service immediately because I know that they will charge my credit card again and won't get money back guarantee.

I read 'terms' and they say that You have to cancel the service via special form, but there is NO form to cancel dedicated server ! only regular web hosting account.

I tried to call them but no one answer (maybe because its Sunday)

Can anyone help me cancel this server? any experience ? :)

Thanks

Try emailing sean@burst.net directly.

Anyway, I hope your issues get resolved soon.

Any particular reason you are cancelling your burstnet's server?
Bad services or support?

why don't you contact them through phone or fax !!


:cool:

Originally posted by mahinder
why don't you contact them through phone

You could have read his post before answering.
This helps a lot.:rolleyes:

http://www.burst.net/orders/

"Service/Features Cancellation Form"

...used/required to cancel all/any types of service with us...

Sean R.
BurstNET
System Administration

Not sure why he is canceling either....

1) His server has 99.95% uptime according to our monitoring system

2) Has NEVER been down since intial setup and movement to the racks a couple days later:

burst@vip [~]# w
3:55pm up 25 days, 13 min, 1 user, load average: 0.37, 0.08, 0.03

I have researched his situation and he has two open tickets dated:
5h 42m
5h 36m

That's right...both less than six hours old...

There has been no other emails received other than those, AND I even went as far as to check private email address and billing address here, that are not piped into our ticket system.

Now what is interesting is how individual threatened us in the tickets:

"My credit card company has already been notified, I'll notice WebHostingTalk.com on Monday 15th if I don't get a reply from You."

This guy basically is issuing a chargeback before even allowing us to honor our 30 day money back guarantee. I'm sorry, but 5 hours is not a reasonable amount of time to give a company before
taking drastic action...especially considering our billing dept is open mon-fri 9-5 est only!
The first hint of cancellation/contact we get from this guy is a post on WHT, and a couple threatening emails....not exactly the right way to treat our customer service dept!

Also interesting is the fact this individual used two names: Tomak & Tomasz
..I don't now if this is the Polish equivalent of Thomas & Tom, but combined with some other research I did, including unusual billing information (ie...from a totally differnet country), it is kind of fishy to me. I have come to the conclusion that this was a fraudulant order.

Due to the level of service actually provided to this client I have decided this order was either:
1) placed just to test our service, 30 day money back guarantee policy, or setup speed, with no intention to keep it
2) placed fraudulantly just to make us so all the builing setup/work
3) placed just to have a basis (no basis really) to state things about us publicly which make us look bad

I have to do some more checking on some ip address info on this guy, but I think I am on to something else interesting...

Unfortunately the hosting industry has to deal with individuals like this. Fraudulant orders, and trouble-causing clients, are getting more and more frequent :-(.

It is situations like this that the customer is "not always right".

Fortunately our order verification system is getting better faster, and we are able to keep such fraudulant situations to a bare minimum.


Regards,
Sean R.
BurstNET

Yeah...you tell-em Burstnet guy :)
even tho I have run 2 shared hosting accounts off burstnet.net...I didnt like it that much...sry...they are just very slow and they cant handle a VB on them...:(

What about dedicated hosting? Anyone here using Burstnet for dedicated hosting care to provide some feedback? Network reliability? Responsiveness of support?

I have had a server with BurstNet for 3 months and I have had no problems. I have good speed and the server was only down for a short time once. I am not a Linux guru and needed a lot of help at first.

I moved from Interserver because of their poor support. The support has been good and it keeps getting better. I would recommend them without a second thought.


BOB

hey,

1. i have sent emails to sales@burst.net and called and got no reply so I decided to ask if anyone had similar problems. I wouldn't post here if I hadn't any problems.

2. i haven't had any problems with server besides one time my server was unrechable because IP addresses of my server were pointing to different server . After few hours of chating and sending emails Eric resolved this problem, but i didn't find out why this occured.

3. of course i paid by my OWN credit card, just because my current address and billing address doesn't match it doesn't mean that it was fraudelent transaction.

4. yeah, meybe it confused you but tomasz=tomek=thomas :)

5. I notified my credit card company not to authorize another charge from burst.net and didn't ask for charge back for the first month. I'm waiting for your billing department to do that.

6. I had to cancel the server due to personal problems.

Overall I was/i'm happy with burst.net
I had bad experience with another company, couldn't contact them, they stole my money so...

and really i tried to contact burst.net few times before i posted here.

Thank You

Originally posted by BurstNET
Not sure why he is canceling either....

1) His server has 99.95% uptime according to our monitoring system

2) Has NEVER been down since intial setup and movement to the racks a couple days later:

burst@vip [~]# w
3:55pm up 25 days, 13 min, 1 user, load average: 0.37, 0.08, 0.03

I have researched his situation and he has two open tickets dated:
5h 42m
5h 36m

That's right...both less than six hours old...

There has been no other emails received other than those, AND I even went as far as to check private email address and billing address here, that are not piped into our ticket system.

Now what is interesting is how individual threatened us in the tickets:

"My credit card company has already been notified, I'll notice WebHostingTalk.com on Monday 15th if I don't get a reply from You."

This guy basically is issuing a chargeback before even allowing us to honor our 30 day money back guarantee. I'm sorry, but 5 hours is not a reasonable amount of time to give a company before
taking drastic action...especially considering our billing dept is open mon-fri 9-5 est only!
The first hint of cancellation/contact we get from this guy is a post on WHT, and a couple threatening emails....not exactly the right way to treat our customer service dept!

Also interesting is the fact this individual used two names: Tomak & Tomasz
..I don't now if this is the Polish equivalent of Thomas & Tom, but combined with some other research I did, including unusual billing information (ie...from a totally differnet country), it is kind of fishy to me. I have come to the conclusion that this was a fraudulant order.

Due to the level of service actually provided to this client I have decided this order was either:
1) placed just to test our service, 30 day money back guarantee policy, or setup speed, with no intention to keep it
2) placed fraudulantly just to make us so all the builing setup/work
3) placed just to have a basis (no basis really) to state things about us publicly which make us look bad

I have to do some more checking on some ip address info on this guy, but I think I am on to something else interesting...

Unfortunately the hosting industry has to deal with individuals like this. Fraudulant orders, and trouble-causing clients, are getting more and more frequent :-(.

It is situations like this that the customer is "not always right".

Fortunately our order verification system is getting better faster, and we are able to keep such fraudulant situations to a bare minimum.


Regards,
Sean R.
BurstNET
Way to go, Sean, making a public accusation of fraud. I quote your message here so if you go back and edit it there's still a complete record of your unprofessional behavior. This is the reason some of us who need a dedicated server wouldn't get one with Burst if you paid *us*!

1. Deb, mind you own business...you have never been a BurstNET client, and are here to do nothing but cause trouble as usual. You have consistently caused trouble for us, and targetted us for your persecution, for several years now...and we are not going to put up with it for much longer. In your zealousness to ruin the reputation of questionable hosting companies, you are attacking a honorable and fair company that provides good service...hence actually doing more damage to your own reputation than ours. I can't say that I take anything you post seriously any more, and I recommend others do the same.

2. There is info we have on this situation which we have not made public. I stand by my statements.
The point still stands that we never received email from this individual regarding a cancellation until 5 hours before he took derogatory action, as well as there not being a voicemail message at any prior time either. This client was unreasonable in his actions we feel, and gave our staff no chance whatsoever to do our jobs. If just a tiny shred of patience had been shown on his part, he wouldn't have reacted as he did. As to the claim of prior contact...if he emailed sales@burst.net, there would be a ticket number, because that email goes directly into the system...and there is not. The orders@burst.net email address is not a valid contact email address listed anywhere, nor has it ever been.

Sean R.
BurstNET

What a bunch of children you lot are, as the old saying goes “the customer is always right” and if a customer requires a refund under your 30 day money back guarantee then give him his money back its as simple as that.

For blatantly posting a message saying a customer of yours is/has/possible committed a fraudulent act with a credit card I to would be very cautious of your company.

I am not a customer of yours and by reading this post will never be.

You should be ashamed.

:angry:

Yes, it is quite rude to unfairly publicly defame someone, no question about it.

But I find it odd that a company would turn around and return the favor, rather than taken the high road and been polite. In my experience in ebusiness, you treat the suspicious customers as well as the rest; it's just not worth the risk of alienating a customer or two versus a possible fraud.

One would assume this would be amplified by the fact that with this case it was in a public forum. How childish of both parties involved!

Sean, this could have been an opportunity for you to show the webhosting community what an outstanding businessperson you are, willing to make things right even for those who chose not to stay with Burst.net. Too bad, really.

Please! Not another "Burst-buster" thread!

These things usually turn out to be a cut-and-paste of previous threads. Do we need to revisit all this?

<< Do we need to revisit all this? >>

Absolutely now, but as I pointed out, some individuals will not let issues from 2-3 years ago die...

<< this could have been an opportunity for you to show the webhosting community what an outstanding
businessperson you are, willing to make things right even for those who chose not to stay with Burst.net >>

BurstNET's honoring of the 30 day money back guarantee is not in question here.
There have even been posts in this forum stating the fact about how we keep our word in regards to honoring this policy. Even with our disagreement with how the client handled his cancellation request, on top of how offended we were by some of his actions/statements, BurstNET will still be honoring the 30 day money back guarantee for him...and that is that.


PS - Please note that this thread, even with all the garbage in it, still contains nothing but praise and remarks about the good service we have provided. That alone shows the improvements BurstNET has made in the past year. Past history is just that...past history, and any company that can overcome such issues in years past...shows what they are really made of, and is better than a new company with no tarnish at all. BurstNET has been here for years, and we will be here for years to come...long after the majority of companys discussed here have gone the way of the dodo.

Sean R.
BurstNET

Originally posted by BurstNET
<< Do we need to revisit all this? >>
BurstNET's honoring of the 30 day money back guarantee is not in question here.
There have even been posts in this forum stating the fact about how we keep our word in regards to honoring this policy. Even with our disagreement with how the client handled his cancellation request, on top of how offended we were by some of his actions/statements, BurstNET will still be honoring the 30 day money back guarantee for him...and that is that.

>>> Well done.


PS - Please note that this thread, even with all the garbage in it, still contains nothing but praise and remarks about the good service we have provided. That alone shows the improvements BurstNET has made in the past year. Past history is just that...past history, and any company that can overcome such issues in years past...shows what they are really made of, and is better than a new company with no tarnish at all. BurstNET has been here for years, and we will be here for years to come...long after the majority of companys discussed here have gone the way of the dodo.

>>>> If the above is the case, then well done, if not on your head be it.

BurstNET

Well for many times i might not have agreed with you on some choices of words Sean, but here I agree.

People come to these forums, and slam companies. The fact that they publicily do this is not the resolution to the problem.

If a customer is going to come here, and slam a company, the company does have the right to defend them selves, and I praise you sean for standing up to it.

I agree, the customer usually is right, but not always and dont think the customer should be given immunity.

Fraud in any regard is always wrong, and if there is the slightest case of Fraud then, it should be the duty of the company to bring this matter up.

If this was brought to a legal arbitration, Sean would actually win, with no problems.

Sean my props to you. I own a company, and we do have rights also.

Keep in mind that it is illegal to post diregatory information about a company, slander and or liable is not right and should be stopped

joe

company slamming?

I've followed this thread carefully (unlike certain individuals) and have not seen one libelous or malicious word from the thread's originator to the company. On the other hand I've seen the company lash back in a manner which was unprofessional to the extreme. A customer panicking is excusable; a company publicly accusing a client of fraud is NOT. BurstNET, it appears, would be well-advised to re-assign someone else to its forum duties -- someone with a bit more diplomacy and common sense.

And before someone accuses me of being someone else's sock-puppet, I'm just a lurker trying to learn up on good dedicated hosting cos. Having read this thread, I know who I WON'T be going with.

Normally I don't like to get into these things becuase they just end up messy but I felt it best to point out a few things.

But both sides need to calm down a bit!

The original post should have given a bit more time before complaining here. It was sunday and most places run on a skeleton staff on weekends so give them time.

Sean was a bit harsh in his post and would have been best to just say you'll look into the persons issue and contact him privately...

all the same this is a silly thread

Does Burst have any privacy policy? The guy just wanted to know how to cancel - yet you throw all kinds of info up about them? He wasn't belittling your company, there are enough threads around that talk about Burst. You offer a 30 day policy, he was asking how to exercise that, who cares if he had 100% uptime? No excuse for not only leveling accusations at them, but for disclosing information that should be kept private.

The whole arguement here I am bringing is regarding him slamming us without giving a reasonable amount of time for us to respond to his inquiry. I didn't even know a problem existed until he posted this thread, as his ticket was still within reasonable time frames for response in our system...and I have been waaaay on top of my tickets and emails lately.

For some reason people think that posting to WHT is a legitimate method for support, or backlash/revenge method against a company...and it will get them the response they are looking for. WRONG...it is the opposite really...we are starting to frown on people that do not follow proper support methods, and completely ignore them instead to post for support on WHT. Can you imagine if someone contacted the Better Business Bureau, and complained that a company didn't respond to an email in 5 hours? The BBB would laugh at them!

Not getting a response within 5 hours, for a cancelation request, is no reason to go balistic.

Sean R.
BurstNET

>> Does Burst have any privacy policy?

Yes, we do not release private info whatsoever.
Nothing we mentioned included any personal information at all.

>> The guy just wanted to know how to cancel - yet you throw all kinds of info up about them?

No, he threatened us...by saying if I do not hear from you by such and such a time I will post on WHT. He also falsely stated he sent emails one week ago with no response.

I can deal with the latter statement, an go off on a limb and say they maybe his claimed one week old emails are still sitting in his outbox...but we sure never got them, and we save ALL mail for years and years back....AND there would be ticket numbers as well if such was the case.
What really irks me is the threat to post to WHT...and him doing it five hours after what feel is his first contact attempt on the situation...which is quite unreasonable.

Sean R.
BurstNET

. . . were you able to cancel this poor guy's account before he got charged again? I, for one, would like to know since that's the whole point of this thread.

:rolleyes:

Originally posted by jp_howard
What about dedicated hosting? Anyone here using Burstnet for dedicated hosting care to provide some feedback? Network reliability? Responsiveness of support?

jp_howard
If you are looking for a good hosting services, then I would not recommend you anyone but Burst Net. I am having a dedicated server with Burst Net for last few months and to my amazement, now I feel like I have found the hosting service I was looking for. I have tried more than 20 different hosting companies in past 2 years, but none of them was able to provide quality customer support and service at the same time - but with Burst Net, there is no problem. I will not say that I never had any problems with my server - afterall I am a newbie and don't know much about server - but will have to admit that Burst Net support staff has been there to help me out with all my problems. If I recall correctly couple of my phone calls, have lasted for almost an hour or two, but I was not charged a single penny for this support. [If you would check other hosting companies, then you will find that they charge you anywhere from US$ 45.00 to US$ 150.00 per hours] .

Deb Suran
Way to go, Sean, making a public accusation of fraud. I quote your message here so if you go back and edit it there's still a complete record of your unprofessional behavior.

I guess, you first need to get few customers to see how to handle customers! I am not going to say that Sean has done is 1000% professional, but I can surely say that he has been lot more polite then what I would have been. There are some customers who have nothing to do and wants everything for free, and they believe by accusing the company they can get away with it. We business owners will have to take a stand some where - some time. right?

This is the reason some of us who need a dedicated server wouldn't get one with Burst if you paid *us*!

I guess, then you will be losing on some quality service - well it is your loss!

The Realist
I am not a customer of yours and by reading this post will never be.
I don't work with Burst Net so I cannot give you a nice sales pitch, but I would at least recommend you to think twice.

I think all this arguing is pointless. It makes everyone look bad.

Originally posted by alchiba
Please! Not another "Burst-buster" thread!

These things usually turn out to be a cut-and-paste of previous threads. Do we need to revisit all this?

Ed, I think everything was going fine until the second BurstNET post in the thread. Seems that was the beginning of the end, then people had to chime in with their opinions of the post (the 2nd one), and the whole thread tangented off into the usual.

Let's keep this thread on topic. Server. Cancellation. That's it. Not how great BurstNET is, nor how we don't think the comments were appropriate (we've had that in this thread already). Let's just try not to lose the point of the thread.

Report back as things get resolved VIPsNet.

Originally posted by Chicken


Ed, I think everything was going fine until the second BurstBET post in the thread. Seems that was the beginning of the end, then people had to chime in with their opinions of the post (the 2nd one), and the whole thread tangented off into the usual.

Let's keep this thread on topic. Server. Cancellation. That's it. Not how great BurstNET is, nor how we don't think the comments were appropriate (we've had that in this thread already). Let's just try not to lose the point of the thread.

Report back as things get resolved VIPsNet.

BurstBET

Funny.

Unintentional typo... it has been fixed.

I hate it when there's no follow-up, no closure. :(

Enough is enough.

Stop bashing Burst or anybody else.

I question ANY host that has the time to be in here flaming ANYBODY at all.

I rarely get the time to post in here because our business keeps us very busy 23 hours a day.

How about You?

Originally posted by Coran
Enough is enough.

I question ANY host that has the time to be in here flaming ANYBODY at all.

I rarely get the time to post in here because our business keeps us very busy 23 hours a day.

How about You?

I think you need to do some research on PR.

I think you need to some research on CR.

Just curious; How do you think that you are smater than me?

Don't really care, just curious.

Oops, spelled curious incorrectly.

Wouldn't want to give you any unnecessary ammunition..

Spelled "smarter" incorrectly as well.

Meant to say "smarter".

There is an edit button :cool:

Well Dylan,

I am still waiting. Please explain why you think that you know more about hosting than I do. Why do I need to know more about PR?

Please explain. I am anxiously awaiting your response. I really am. Thanks in advance.

Thanks JG. I am fully aware of the Edit function. Thanks so much. You are very helpful.

Originally posted by Coran
I question ANY host that has the time to be in here flaming ANYBODY at all.

:eek: :o

I must be hallucinating (or did you edit your post?)

I'm pretty sure I read:

I question ANY host that has the time to be in here flaming/posting ANYBODY at all.
OR something to the effect of "posting at all" ?

I was replying to the "posting" part. Not flaming.

:D

.

Originally posted by Coran
I question ANY host that has the time to be in here flaming ANYBODY at all.

Originally posted by Coran
Just curious; How do you think that you are smater than me?


Originally posted by Coran
Thanks JG. I am fully aware of the Edit function. Thanks so much. You are very helpful.

:eek:

Whatever you people are talking about, please email eachother directly. Danke.