I've been their reseller for over two and a half years now.
Their reseller pricing seemed to be attractive - well, it would've been, but at the moment it's just a disaster.

They've charged me nearly $600 for excess disk space usage in the last three months (without giving me any warning).
At the time I realized I was charged, my disk space was cca. 750MB - from which my actual web files were a mere 100MB. As I found out after a couple of hours of poking around in the system directories (which you're not supposed to touch in normal circumstances), I found that the (ever-crashing) mysql daemon's logfiles used up over 450MB of my site's space.
I didn't even know there was a logfile for mysql, it's not mentioned anywhere. You must be insane or completely drunk or on dope to enable a full mysql log in normal circumstances (since it means that each and every SQL command will be logged, in straight ASCII) - they did, without informing me. 2-3MB a day for a database-driven site. Excellent source of income, isn't it?

I asked them for a refund - frankly, $600 is quite an amount for a bloody unneeded logfile -, their answer was NO, with a twist.
I'd been asking them (on a daily basis) to fix the mysql daemon, since it crashed every 2-5 minutes. Their solution was to implement a cron script, which restarted the mysql daemon in every 15 minutes if it was dead (thus, having the thing crashing in the first 5 minutes, the database engine was unavailable for 60% of the time). Obviously, I was not happy with this solution, and in return, they were not happy with my being unhappy with this solution... It was going on for a couple of months, without any resolution, besides telling me that if I need a stable mysql installation, I'd need to purchase a dedicated server.
The funniest and most professional reply for my complaints of the unstable mysql server:

"We have a stable mysql and that it automaticaly restarts the mysqld if it stops after 15 min.
Some of our customers have cron jobs installed so that it restarts more frequently.

Greg Young
Account Manager"


Apparently they got pissed that I was bothering them with my mysql problems so frequently, so they don't want to give my money back:

"I also have found numerous trouble tickets stating your difficulties you were having with your mysql and show that you have had mysql and been using it for sometime. I can find no justification for a customer service refund considering your ticket history.

Eric Powell
A Team Account Manager"

Now, do they have an attitude, or what? Absolutely balanced: you've been trying to use the thing (which was not working), so you must be punished.
(I know it's not quite politically correct to include these clever representatives' names, but I do want to give them some credit for their inner glow).

Oh, nearly forgot: I've been unable to ftp to the server for nearly a month now, due to some security settings - I'm in China, where none of the ISPs are doing reverse address resolution, which they request for telnet connections. Now, the funny thing is that my telnet is working to their bloody server, but they refuse my ftp requests. You can ftp to the very same server from anywhere in the world but from China. These morons mixed up the telnet security settings with those for ftp. No wonder the whole AITCOM thing got infected with CodeRed that time and went down for a couple of days. Wonder how their bunch of armed guards could solve the problem...

Could anyone direct me to a standard format of filing a complaint for unfair business practice (or how shall I put it) to the appropriate authorities? I'm not an US citizen, neither have any money to put into a lawsuit, but I really want these guys to go down the drain and stop advertising this bunch of moron sergeants as a high-tech business. Apparently the user expectations are extremely low in the US, that might be the reason why this company is still alive. We're having our own hosting business in China, and I can assure you that a company with an attitude and a level of service like this would survive 3 months max. Oops, I was too generous, make it 1 week.

Yours truly,
Attila

http://www.guczo.com

:angry: :angry: :angry: :angry:

Charge them back. Every single penny.

That's robbery. Dick Turpin wore a mask at least.

In the UK, credit card merchants would probably take your side on the ruling that you had been charged against the '..fair use of contract...'.

AIT can't keep any type of good customer. Only spammers and scammers.

You guys need to relax with charge backs. The way I see it, the only way people recommend on solving problems around here is charge backs and charge backs and charge backs... If the host has the proof of what you have been billed for, they could easily take you to court, or at least dispute the charge back. It's not as easy as it sounds.

You're absolutely right Bogdan (especially that I've no idea what a charge-back means, since I'm a clueless bastard when it comes to credit card stuff - but it sounds like a nasty thing after all, worse than taking the sandwich of that screaming girl in the primary school). I'm not preapred of anything profoundly nasty, I just want to know how to deal with the situation.
Apparently, the crucial point of this global web-hosting business is trust, honesty and service. When it works, it's just wonderful. When it doesn't, it's awful, disgusting and depressing. Now, I have a big-scale Jabba in my portfolio, who has a platoon of lawyers and stuff on hand. That's one thing that their service is below any standard a human being would accept, but my primary concern is that they're having their hands on my 600 bucks. I need help for getting the US customer-protection forces moving and stand up for my (and perhaps the other customers') rights.
I'm sitting here in Shanghai, China, starting to save on my daily meals :bawling:, and hoping that Internet-based business cannot get that bad that I'd be charged $600 for stupid SQL logfiles. It's a matter of trust and fair business practices. I hope.
AITCOM has not fulfilled these criterias and apparently is not willing to cope with losing the juice they've gathered for punishing me for their unfair practices. What I'm looking for right now is an authority in the USA who'd be able to help me to stand up for my rights at the other side of the Globe.

You're absolutely right Bogdan (especially that I've no idea what a charge-back means, since I'm a clueless bastard when it comes to credit card stuff - but it sounds like a nasty thing after all, worse than taking the sandwich of that screaming girl in the primary school). I'm not preapred of anything profoundly nasty, I just want to know how to deal with the situation.

I don't know all the rules, but a chargeback is something were the credit card provider who made the payment on your behalf asks the receipients bank or merchant to hand the money back.

If the money/credit is paid using CNP (Cardholder Not Present) and there is no signed contract with/without credit card photocopy, then the receipient bank/merchant have to comply and give the money back.

FYI: Alot of dedicated hosts, including dialtone and tera-byte ask for a contract to be signed with signature and copy of front and back of card.

Then if the enevitable happens, the receipient bank/merchant can issue a counter claim called a 'no show'.

I believe a 'no show' means that even if the product/service/whatever is not provided, then a chargeback can't be put through.

Although chargebacks can be seen as harsh, please do remember that in many cases it's the only way to get any satisfactory conclusion. The customer is always right, even when wrong.

An example: A well-know usless host whose name begins Ci****.com should have set me up with a reseller account.

The first one never came through.

Then I applied again. The second one came through with more errors than I care to remember.

I was charged twice.

Many hours of calls to the US from the UK, letters, emails, scanned letters etc produced nothing, they still charged me for subsequent months.

Four months later by bank still hadn't had any success either, so they cancelled my card, issued me with a new number and charged back you-know-who for the full amount.

Apart from the inconvenience of having to update all subscriptions etc again, you-know-who proceeded to chase me for over six months and only left it alone when I told them to FOAD and passed the matter to a solicitor.

Hosts have a duty and responsibility IMHO to be more prompt when resolving billing issues.

If hosts don't listen to customers and prospects and don't at least try to meet people half-way, then they deserve hellfire and damnation.

Dave

:sickface: AITCOM

*******************************
Hello,

Msql has known issues / bugs on our invironment. We recommend using MySQL as it is a much more stable solution. Tech Support can install MySql on request.

Thanks for hosting with AIT!
M. Jay Wilcox
Systems Administration
********************************

Had problems with MySQL - safe_mysqld which they modified.

Prior to cancelling them cancel your credit card or they will try to bill you for 6 months. Get a dedicated server you will be happier.

*nods* The chargeback will go through, and you'll most likely get a credit for the $600 provided you can show paperwork on the issue, BUT

They will charge your card for it again!

Make sure to report your card number as being misused by a vendor, for fraudulent uses. The credit card company will be OVERLY helpful in issuing you a new card at no loss or inconvenience to you. Credit card companies lose their pants on fraud, and they will do anything they can to prevent it. If nothing else, this will stop AIT from charging you in the coming weeks after your account is cancelled.

As for server settings and maintenance, I'd dump AIT immediately and go with someone more reputable. I can't believe what they were charging you for. That is absolutely ludicrous. :(

:D Bailey

Good 'ol BBB type of problem.. that is Better Business Bureau for all you not in the US.. I've delt with them, in fact about AITCOM back in 1997, and ended up getting my money back. It did however take time, effort and cancelling my credit card.

Go to their website and click where it says "File A Complaint"..

Hope this helps some.
Laterz,
raqworld

Oops- heres the URL: http://www.bbb.org

I recieved a bill via email today for an Account I cancelled in August stating it was past due.

Customer Experience
Based on BBB files, this company has an unsatisfactory record with the Bureau due to a pattern of unanswered complaints concerning performance and difficulty in resolving credit billing problems.


http://www.carolina.bbb.org/report.html?compid=11001845&national=Y

If you do chargebacks on your credit cards or don't read the fine print in their contract, you will probably lose your domain name. The domain I had since 1996 was stolen (they run a ICANN approved registry!) and sold off by them because I had transferred my sites off their servers 3 months earlier than the minimum 6 month limit they impose on their unsuspecting customers!

I am also in Asia. It seems they love to do this fraud with companies outside the US since the legal fees incurred in suing them for most small businesses here would be prohibitive. And they get away with it, since they are still in business, BBB "unsatisfactory" stamp or otherwise. Several of the BBB complaints are probably mine. But what the hell can the BBB really do.

Just go and read their contract carefully and if you have the resources sue them. I would love to bring a class action suit against them and am trying very hard right now.

The BBB complaint form doesn't have appropriate space for complaints from foreign countries - I got a formal reply from them that they're unable to process my complain because the form was not completed properly (i.e. the "State" entry was not filled in properly - not mentioning that the phone number can be completed by a phone number using the USA format only)...


Originally posted by palmtree
Good 'ol BBB type of problem.. that is Better Business Bureau for all you not in the US.. I've delt with them, in fact about AITCOM back in 1997, and ended up getting my money back. It did however take time, effort and cancelling my credit card.

Go to their website and click where it says "File A Complaint"..

Hope this helps some.
Laterz,
raqworld

Oops- heres the URL: http://www.bbb.org

AIT probably has thousands of complaints against them at BBB. What good has that really done for the cheated consumer? Nothing. They are still happily in business are they not? The only real option here is to take out AIT once and for all. That can be done through court action. But only by people in the US, or someone outside it who has money to burn.

Fish_Saver you'd better watch out for your domain man! Yep, AIT's contract states that you must pay for 6 months once you start a contract with them. Whether you use their services during that time or not. Doesn't that smell like it should be illegal to you? But thats what it is. If you do not pay your final 6 months, they will steal your domain and sell it off.

I registered it with Network Solutions. I can't even maintain it.

Fish_Saver: It doesnt matter. You are going to lose your domain and left dry once AIT is done with you. They can pull/steal a domain from anyone. Good Luck.

1. They did not provide the services which they advertise.
2. They did not provide 1 free month after 11 months.
3. They did not provide 99% uptime.
4. They did not provide........

Therefore they did not meet the terms of the contract.

If they choose to do anyhting with me I will indeed file complaints with Attorney General Office and speak with my attorney. To date the $139 dollars that they said that they would refund has not arrived. I have that in writing see below. This amount has not been worth my time.

******************************************
Hello XXXX,

Thank you for hosting with AIT.

I understand that you would like to cancel your account and have the refund mail to you.

We sorry you feel that way. I will give the proper address to my manager so that he will send you the check.

Please contact us if you have any further questions. Thank you and have a great day!!

Thank you for hosting with AIT,

Marion Bernard
Customer Service
Advanced Internet Technologies, INC.
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