Ok, for some time now, we have had problems accessing the signup form on RackShack for there dedicated servers.. Im talking at least half a year here. Anyways, I know they take the form down for backups and whatnot... but its always down for us Aussie customers well most of us anyways (From what I have heard).

The last time I ordered we ended up having to use a dial up connection ( which we no longer have ) and that worked. Anyways, on to my beef....

Now for some time now RS has been advertising Instant setup of there servers. Its in there ads! So, being in need of a new server we decided to go with rackshack again, as we have been quite happy with our experience with them thus far. We printed out the 20 or so page fax sign up form and faxed it off. Its almost 24 hours later and nothing.. not even a confirmation that they received the damn thing. We had a conversation with an RS staff member yesterday and they told us the server should be set up by noon there time the next day.. its like 10 PM there now. Im a little worried that by the time they get around to setting up my server, they will be out of stock.

Does anyone else have any experience with fax orders through RS? Is this just normal? Is my definition of instant, a little different that that of others? I have contacted customer service and a few hours later I sent off a message to Robert Marsh aka "HeadSurfer". Im awaiting a responce, but I doubt I will get one untill monday there time, which is teusday our time. Im probably just making a big deal out of nothing, im just tired and I have a lot of work to do, I need a nap.. anyone want to take my shift?

Yes aussies have been blocked because of fraud. I posted this in the rackshack forums and no response, talk about false advertising. Since they put their ads in an aussie magazine I think the government can followup on this. I am sick and tired of waiting days for a server being setup after I send a faq.

Headsurfer has done nothing to change this. Why don't you actually do something Headsurfer. You are missing out on hundreds of orders. If nothing is done by next week the ministry of fair trading will be called.

You guys miss the point. #1 We must get paid for our service. #2 too much fraud and we lose our merchant account. At over $3 million per month, it would be a business killer.

Your government does not seem to concerned about fraud. In every instance where we have tried to get assistance in tracking down a hacker/credit card fraud we get nowhere. No one seems concerned since we're in America.

Our only choice since we got no assistance was to block certain IP blocks from our online signup.

For additional servers after your first, it is easy to signup in the members section for an additional server.

However, we are blocking certain IP ranges due to fraud and no assistance from the host country ISPs or government agencies.

Our credit card processor will soon be implementing a CVV2 card authorization process. This will require the online buyer to have the 3 or 4 digit number printed on the back of the credit card in order to get an authorization.

Once this happens we will unblock some IP ranges but not all. Only ranges known to us for fraud will be unblocked. NOT the ones blocked for hackers.

HAZE-

I just reread your last post. All you have to do, since you are an existing customer, is to log into the members page and signup for the server. It's that simple.

Robert Marsh
Head Surfer Rackshack.net

Originally posted by headsurfer
HAZE-

I just reread your last post. All you have to do, since you are an existing customer, is to log into the members page and signup for the server. It's that simple.

Robert Marsh
Head Surfer Rackshack.net

I tried that Robert says the online pages are down for maintenance. I have 4 servers.

Members section is down every night between 12 midnight and about 5 am for a few hours each night.

Robert Marsh
Head Surfer Rackshack.net

Originally posted by headsurfer
HAZE-

I just reread your last post. All you have to do, since you are an existing customer, is to log into the members page and signup for the server. It's that simple.

Robert Marsh
Head Surfer Rackshack.net

That is bull mate, its always unavailable for maintanence.. trust me, I have personally tried every our of my new 24 hour day...

Now im being told by you sales that you dont do fax set ups instantly and they take 24 hours.. Oh, and you don't work on sunday's.

I am so close to going Postal right now its not even funny. I can't wait untill I ask for my IP's from you guys.. thats going to be another story.

Originally posted by headsurfer
Members section is down every night between 12 midnight and about 5 am for a few hours each night.

Robert Marsh
Head Surfer Rackshack.net

Yeah well its down from 12 am to 12 am for us.

Haze, the entire Members section is down to you? That's weird...we have no problems accessing it from 4 different access providers here. I don't know what IP ranges RS are blocking, but it doesn't seem to cover Telstra, Netspace, Optus or a small private network we sometimes use.

Cheers

Gary

Originally posted by Editor
Haze, the entire Members section is down to you? That's weird...we have no problems accessing it from 4 different access providers here. I don't know what IP ranges RS are blocking, but it doesn't seem to cover Telstra, Netspace, Optus or a small private network we sometimes use.

Cheers

Gary

The members area is available.. that's not the problem.. The problem is that when we try and order a server through the members area, we have the same problem we have when we order a server normally. We get the "down for maintenance", no matter what time of day or night it is. In our previous experience, when the signup forms where down for maintenance, so was the members area? Anyways... seems as though i'm SOL.

Ahh..gotcha. I thought it sounded weird.

You could contact Denis (http://www.webhostingtalk.com/showthread.php?threadid=40077) and see what he can do for you. He's got his foot well and truly in the door at RS, and it would sidestep the IP issue.

Cheers

Gary

Hey, thanks for the suggestion.. Denis doesn't have the servers im after but, but I have through about using him once or twice. If we need what he is offering. I still would rather pay the setup fee instead anyways.

OK guys. Email me the IP space range that you generally hit our server from and we'll look at it in the morning. Please include the IPs as well as the type of connection that you have and your upstream provider.

I'll see if we can't look at adding a "Trusted" list of Ips that would allow you in.

We'll also look at making an online form that would initiate an email as opposed as to having to fax the forms.

The faxable signup was a work around when we had to start blocking IPs due to fraud.

So, send me the info via email to headsurfer@rackshack.net and we'll look at it in the morning.

Trust me .... we hate doing fax signups just as much as you do. Probably even more!

Robert Marsh
Head Surfer Rackshack.net

Originally posted by Haze
I still would rather pay the setup fee instead anyways.

No probs. I can take the setup fee off your hands for you. I'll send you a bill, and then order the server through Denis. ;-)

Gary

headsurfer@rackshack.net doesn't seem to exist so I sent it off to @ev1.net FYI.

Sent :)

Originally posted by headsurfer
You guys miss the point. #1 We must get paid for our service. #2 too much fraud and we lose our merchant account. At over $3 million per month, it would be a business killer.

Just wanted to concur with a few things here.

Indeed, this is very true. Too much fraud, even from a big company, and they can lose their merchant account.

The big brand name online store BUY.COM had this problem! They were going to go out of business because loss of their merchant account was pending. They escaped, though.

Your government does not seem to concerned about fraud. In every instance where we have tried to get assistance in tracking down a hacker/credit card fraud we get nowhere. No one seems concerned since we're in America.

Indeed they don't -- I haven't found any government that cares much about fraud. International police like "Interpol" really don't care about credit card fraud, despite the "Interpol" warnings some merchants put up. I thought fighting crime was the #1 job of government, supposedly. Maybe I'm just crazy, but I think government needs an upgrade. I kinda wish Rackshack would start Governmentshack and redesign the government industry. :) It's the stupidest, most inefficient industry on the planet! Governments really needs to be sued for fraud for claims that they fight fraud (and sometimes crime in general)! Heh.

Seriously, though. Gov's need to do their claimed and intended role.

Our credit card processor will soon be implementing a CVV2 card authorization process. This will require the online buyer to have the 3 or 4 digit number printed on the back of the credit card in order to get an authorization.

That's very good. That should reduce your liability somewhat.

Sadly, though, the CVV2 number is right on the credit card. And online, it's transmitted along with the rest of the numbers. Mastercard and Visa might reduce your liability if you use it, but really, what kind of solution is it? It's just like having a longer card number, since the CVV2 is insecure. Dumb dumb dumb, dumb dumb! Shame on MC/Visa.

You should also check out solutions from

http://www.ishopsecure.com

Their solution is integrated into some well established payment processing systems -- including ones from authorize.net and ibill.com.

They will guarantee against fraud with the ID verification system. Unfortunately, they use credit check agencies, and they don't collect data from all countries. So it's still a bit of a problem internationally. But at least it's getting better. Especially due to efforts from organizations OUTSIDE of Mastercard and Visa. MC and Visa are relatively clueless.

Three days and still no server..

Credit card fraud is always going to be a considerable problem, hence the positioning of financial institutions to direct risk towards the merchant and protect the customer. That is part of the game and has been for a while now, so I can understand why headsurfer is apprehensive towards online transactions.

I however do not see Australia as being that significant in this process at all in the volumes of illegal transactions taking place globally and as a percentage, would be low against asian countries and even the u.s.

The Federal Police here in Australia are overworked considering the amount of reports they deal with, and the majority of complaints made by Australians relate to transgressions by offshore parties.

Manual verification will only be the means of ensuring fraudulent use of cards is kept to a minimum if the systems currently in place do not adequately protect the merchant. If you feel that its in your business's best interest to verify then do so headsurfer by all means but as a general rule of trading as ip block address restrictions is rediculous.

Originally posted by Haze
Three days and still no server..

Got our new server, but no word from Headsurfer. I am still blocked from the signup form.

Yeah, I finally got my server, at about 8:30 PM CST (Rackshack time). Im still banned too, oh well it will no longer be our loss!

They have lost around 4 server sales from me thats for sure!

Im also an aussie...

DO they realise that we only have like 2 broadband isps here (Really) and all the others are just resellers!

Take out a couple of IPS and you banned 100% off broadband customers from your sign up page full top!

Looking at the Sydeny dedicated seen now... more expensive but i believe well worth it for the top notch business customers!

Kind regards to all

Choppy, you would be better off buying a 1U and colocating it if you wanted to host in Australia, and co-location is coming down in price now, even with the bigger providers.

Hehe - I don't think Headsurfer realises how many Aussies there are on these boards.

I have always like the CC process where they asked for your postal code as additional form of security. The logic is there, since you own the card, you will know the postal code where the CC bill is sent to.

That CVV2 is still alright i think, maybe those frauds only have the CC no and the expiry date. Since CVV2 is printed on the back of the card, the user who physically has the card will know it.

Originally posted by freakysid
Hehe - I don't think Headsurfer realises how many Aussies there are on these boards.

I agree, and to add to that no response and still blocked thanks for the help Headsurfer :mad:

Umm the last quote i got for CO LO in OZ!

HEHE.. was the cheap cheap price of $700 AUD for 5 gigs upload and free download! If this is cheaper than the US market i got a box waiting to get setup and maybe another one/two for corporate customers!

You know where to find me if you got a quote~
ahhaa :D

Originally posted by Myacen


I agree, and to add to that no response and still blocked thanks for the help Headsurfer :mad:

Still no response here either, I have pretty much given up hope on any sort of resolution. Also, 3 days and no response to our request for IP's, so our server is completely useless at the moment. Im used to at least a 2 day way for IP's and I have heard of it taking up to 2 weeks. I just hope im not in that same boat :bawling:

Originally posted by Haze


Still no response here either, I have pretty much given up hope on any sort of resolution. Also, 3 days and no response to our request for IP's, so our server is completely useless at the moment. Im used to at least a 2 day way for IP's and I have heard of it taking up to 2 weeks. I just hope im not in that same boat :bawling:

Still waiting for our IP's also three days and counting!

We can signup via the members area now ordered another server today to show our appreciation :) and we needed it....

No ip's though. Sent off another email

Originally posted by Myacen
We can signup via the members area now ordered another server today to show our appreciation :) and we needed it....

You lucky man!

No ip's though. Sent off another email

Still waiting for ours as well. Patrick contacted us and asked that we sent him further details of the requirements for each. Its at least a step in the right directions. They seem to be fixing our server as well, which is nice.

In the RS forum, HeadSurfer made an anouncement that sounds quite promising regarding IP's. 4 - 24 hour delivery :)