Hi to all

Never go with Vortech.

They suspended my account because I could not send my passport copy in time for verification.

Even after I have sent it today they say it will take 8 hrs to reinstate my hosting as there is nobody in billing to verify ma details.

My tip - avoid them like the plague

They are protecting themselves and billing only works M-F 9-5. Going from these facts alone I can't really see what they did wrong..

rus

I had sent them scanned copy of credit card. What else do you expect?

At least they must have 24/7 service to redress your problems.

I would also like to add that this Vortech people put an obnoxious black color (font size 30) notice on your home page that 'THIS SITE SUSPENDED'. Making you look like a predator or some underworld goon to your potential customers.

Dont touch Vortech reseller hosting with a barge pole.

ketanshah, if you just signed up or signed up in the past 4 years and are a current customers we require all customers to verify. If you don't verify then your account is suspended.

As vaserv said this is our right to protect our self and our customers. vaserv is also right the billing dept only works 10am to 6pm. We also give 48 to 72 hours to verify your account. I take it you waited and never did it.

Also the 'THIS SITE SUSPENDED' comes right from H-Sphere, I hope you don't think we just did that for you. :) Everyone gets the same thing in a default H-Sphere install when a site is suspended, be it billing, abuse or some other reason.

Hi. My account was paid for till August (you suspended on 27th August)

Should you not send me a warning email?

Look at the flow of events-

I am having account with you since more than 1 year.

My credit card number got changed and I immediately informed you 1 week back.(Before you asked)

You sent me an URL which I filled up with scanned copy of my new credit card. I could not attach passport copy as it was with my wife.

Now without giving me any warning you suspended my account 2 days back. You could have continued my hosting and given me a warning of 2-3 days. My account was paid for - for the month of August any way.

Do you reckon this is being sensitive to your customer's problems?

Can I say doing business with Vortech is a pleasurable experience?

Please reply. Also forward this to your customer service department (If you have one in your company)

Ok I took your WHT name and found you in our system "KETAN SHAH" same as your user name. Your account is not suspended in our system.

I am sorry I am not going to answer any more of your questions about your billing issues here since your sending us the same thing in a ticket.

But you were sent emails, please don't come to a public forum to bash us and make us look bad because you even replied to the warning notices and the request to verify and did not verify until after the account was suspended.

Do you reckon this is being sensitive to your customer's problems?

A: Sure we are, we notified you asked you to verify, you replied but did not verify you got suspended like we said and then you verified. How does that have anything to do with being sensitive, we simply did as we said we were going to do.

Can I say doing business with Vortech is a pleasurable experience?

A: Sure, is this only issue you have had in over a year? If so thats not to bad and does not look like we were at fault. Since we did everything we could to get you to verify. You even replied to our emails, so don't act as if we just suspended you out of the blue with no warnings please.


Thanks

Looks like a pretty standard fraud check & time frame to me..... ? :confused:



:) Bailey

Hi Vortech

You have still not replied why my account was suspended (Without warning of suspension I repeat with capital W)
in month of August when my last credit card did pay for charges of August.


I have not posted to seek your answers (this is being taken up by official email) but to warn fellow users who can take care when doing business with Vortech.

World over online merchants are happy with credit card number. You may go over board and ask for copy of the card. (Which I did submit). However for want of extra verification (passport copy) you suspended my account rather than waiting for couple of days.

This is in spite of the fact that I was old customer. You have no idea what message your nasty suspension notice conveys to my would be and regular customers.

While I respect your right of due diligence it should be excercised with the most importanat sense of all- called common sense.

If I am understanding this now, the guy has been a customer for over a year and you suspended his account for verification because he updated his credt card? This is not an new account but a long term customer?

Yes my friend. You are 100% correct. I was old customer for 16 months and I just updated my credit card.

Well we have had customers here over a year still use stolen cards. It's sad and we do hate having to make customers verify if they change there card but it's really the only way to be some what sure. :(

ketan, I did take your issue up with our billing dept. yesterday as this was the first time I know of this happened and I did make a change.

1. If your in the middle of your billing cycle and fill out a payment form billing is going to notify you and let you know 2 things.
1a. You can wait until your due date and resubmit the form because if the card number changed you will have to verify.
1b. Let you know you can do it now but you must verify with in the 48 hours.

This will keep people from being suspend in the middle of there billing cycle. All though your case was a bit different since you did reply to use and did know to verify. Even when you submitted the payment form it told you to verify.


I am sorry about the issue and I do listen to our customers and is why I made that small change to try and help you and other customers in this case next time.

Thanks for bring this up.

Vortech had some issues a while ago, which have determined them to be so strict in their policies regarding cards. Where I live we have a saying: Once you get burned with soup, you blow even in yogurt. Seems to me that this is the case with Vortech.

As outsiders we can find it hard to understand their policies though, and it's natural for us to think that they should look a bit more closely where a bit of laxity would be the better approach.

EDIT: Vortech replied while I was writing. :)

Hi all.

The important point is my hosting till August end was paid for already.

Vortech had no right to suspend my account and paint that ugly black bold notice on my site 'Account Suspended' making me look like some Mafioso from palermo.

ketanshah, did you read my reply?

Vortech, I presume you have suitable dataprotection procedures in place? And appropriate liability insurance?

I remember now trying to open an account there, but the requirements for doing so are far too strict.

Someone mentioned being burned - must have been extreme to result in such extreme checks - which may be understandable on large dedicated orders, but not on $5/month shared.

Since RocketColo was taken over by Vortech, my site has been down since Sept 2. Apparently Vortech does not offer the same support as RocketColo did. Rather than respect multi year history clients they basically said they no longer offered support without being paid first. After making a data backup and losing it, they then made it clear they were not responsible for backups. At this point almost a week later, my server is up, but only 1 site is running with a 1 year old backup. I can not enable the forum until my personal backup is restored. All my other sites on the server have been down since Sept 2.
Bottom line, do not go with Vortech unless they are the best price for a dedicated server, the support you will receive is as close to zero as you can expect. So far I have not seen them take responsibility for anything.
I will definitely update this post if things change, or update the post if things get worse.
They do have at least one Tech that has been trying to keep me from leaving Vortech. Personally he deserves a raise, he is what will keep Vortech in business as far as I am concerned.
Oddly enough, my server went down the day that Vortech took over, what are the odds of that?

zx-12r.org, your hard drive died nothing to do with vortech taken over your system and was just really bad timing by the hard drive.

You account does not have management on it or backup services. This is a Dedicated meaning it would be up to you to make your own backups we don't do this for you. We replaced your hard drive and tried to be nice and recover your files for free to help. Something we were not obligated to do. But did it because we wanted to try and help.

We got your box backup and running for you OS and Plesk like you wanted. We told you where we put the backup that should have been it for us. But you still needed help so we tried to help a bit more. But it seems the more we helped the more help you needed.

If you would like us to fix it we offered you a solution for us to help fix it, you did not like that option. I am not sure what you think we did wrong here as I see us going beyond what we were paid for already in trying to help you the best we could.


I really do hope you get sites back up, I am a big Kawasaki Ninja fan my self. ;)

The problem is losing a years worth of forums and gallery data after insuring me the backup was done successfully.
Mistakes happen, however coming back and not taking responsibility for it is a cop out in my opinion.
Plus I was told the HD was fine, the OS was hacked.
I realize Vortech had just taken over, but that doesn't help my sites or members.

No the system was not hacked, not sure who told you that. The HD was dead for the most part. Thats how we were able to try and make a backup for you.

Even if it was hacked it would still be up to the customer to make there own backups on there own server. We were just being nice and trying to help. If the back up for some reason is no good because of the problems with HD I am not sure what else we could have done or what you expect us to have been able to do.

I really do wish we could have helps more. But not sure how we could have, we tried to make a backup and put it back on the system after the HD was replaced. If the backup is bad then it would have been the HD's fault and yours for not having a backup. Not ours since you don't have backup services with us.

I do wish you luck in getting the sites backup and going, but if that backup we made is bad there really is not much we can do now. :( We did try and help you all for free....

Originally posted by Rocketcolo
No the system was not hacked, not sure who told you that. The HD was dead for the most part. Thats how we were able to try and make a backup for you.

Even if it was hacked it would still be up to the customer to make there own backups on there own server. We were just being nice and trying to help. If the back up for some reason is no good because of the problems with HD I am not sure what else we could have done or what you expect us to have been able to do.

I really do wish we could have helps more. But not sure how we could have, we tried to make a backup and put it back on the system after the HD was replaced. If the backup is bad then it would have been the HD's fault and yours for not having a backup. Not ours since you don't have backup services with us.

I do wish you luck in getting the sites backup and going, but if that backup we made is bad there really is not much we can do now. :( We did try and help you all for free....

It was not that the backup was corrupt, it was deleted or overwritten. I was told by the Vortech Tech's that the server was Hacked. They then confirmed that the data was safely backed up. I have the emails if you want to see. There seems to be a couple different stories. However it really does not matter at this point to me. My data is gone. However from Vortech's standpoint you may want to find out what went wrong with the backup process to avoid losing other customers data in the same way in the future.

Not to pour salt on a wound, but what good is a backup if you leave it on the server? Of course you have a copy, but the backup itself isn't safe until you take it off of the server.

Originally posted by c3r3br0
Not to pour salt on a wound, but what good is a backup if you leave it on the server? Of course you have a copy, but the backup itself isn't safe until you take it off of the server.

Good question. I had a 2nd HD that was "supposed" to contain the backups.

Now this gets better.

For September my server has not been able to support the sites I had running on it.
Due to the screwups with losing my backup etc. along with :

- Vortech not meeting the level of support that I signed up with when RocketColo was running the company

- not having a server that could support more than one site due to a demo version of Plesk being installed, I had a multi site license with Ensim but Vortech was more familiar with Plesk, I agreed to change to help speed up the recovery of the site after they re-imaged the server with an old obsolete Ensim image. They then said I owe them another $200 for a Plesk license, so much for bringing up the server to the same level of operation as before. (I have to say there are some techs that tried to work withing the limits of Vortech rules to help out)

I gave up and moved to a new host that promptly got my server running with all sites restored quickly and professionally. www.monsterhosting.ca

Now here is where it just gets better. Vortech still refuses to take responsibility for losing my backup which is scary for any customers still with them. Even though I paid Vortech at the beginning of the month using the RocketColo Invoice system with Paypal, they returned my money. I have always paid my server fees with Paypal and there was no notice that this was no longer going to be possible. After having a 1 year old backup on one site and a complete inability to setup and run my other sites, Vortech wants me to pay after they returned my money. Reluctantly just to get them off my back I paid them again using the Invoice options available on their Modern Billing site, once again they returned my Paypal payment. Even though I can only pay my bill with Paypal, and have tried twice using their own billing site, now they want to send their collections agents after me for payment for a server that has not been operational for the whole month. And after I tried to pay them for a service that was not rendered in the first place.

I would only use Vortech if there was no other option available. They have take a very well run company like RocketColo and destroyed it. I am sure I will not be the only customer that leaves now that Vortech has taken over.

If Vortech decides to do the right thing I will let you know. So far they are trying to extort me for cash even though their services were not used or supplied.

Let me get this right? You don't have a backup and that was our fault, your server got hacked that was our fault, the hard drive died that was our fault.

We rebuild the server with FreeBSD and Plesk for you like you asked and then you said the backup was no good, but some how moving to a new host your sites were right back up and ok..

I am sorry but yet again where did we go wrong?
1. We don't do backups for you.
2. we tried to help and be nice and tried to make a backup of your hacked and died harddrive system.
3. Then you blame us for a bad backup.
4. Then because you have no idea how to run a server it's our fault.
5. You "said" you had none of your own backups and I guess thats our fault to.
6. We have never taken paypal that was rocketcolo, we returned your paypal because you are not verified. Paypal does not recommend any one taking unverified payments.


I guess it's all our fault.. Ok I got it, thanks and I wish you luck with you new host. We supplied you with a server a working OS even installed Plesk for YOU for FREE. Yea we are really bad. Give me a break and stop trying to make us look bad because you had no idea how to run a server.. We tried to help you but I will not site here and like you keep telling lies. Sorry does not fly with me.


Oh BTW funny how you found your site and backup..


Ever thought maybe some of the above reasons is why rocketcolo went under?

I guess you can't read posts or emails.

You guys are pathetic and that is why I am posting here, so other people can avoid the hassles I have gone through.

I had a backup of my site, however it was 3 weeks old. Your company said you had made a successful backup of my server. I trusted that. Then you lost it, it was not corrupted, your company overwrote it and lost it. Your company screwed up after emailing me that a backup of the data was successful. It was obvious that you offer zero services after awhile, but when you offer to do something and say it is done you take some responsibility for it. Losing it after that fact was a joke. You said you moved the backup image to the 2nd drive which did not happen.
So lets summarize, it was not a BAD backup, your company lost a GOOD backup. Assuming you even backed it up in the first place, perhaps that was a crock of crap just like your customer service.

I also did not say I had no backups, I said my backup was a few weeks old and I wanted to preserve the existing data. When your company restored the 1 year old image you were not willing to help restore my backup image in a reasonable time frame. If I had known you were going to lose the backup you said you had made and restore a 1 year old version (can you not read a date code !!) I would have told you to use the backup I had made. But I assumed you were a professional company and could do what you claimed you would do, but that obviously was not correct. Even worse you are not man enough to take responsibility for it.

It is bad enough you take over a company and immediately offer virtually no support compared to what customers were being given. Your company gave no notice about the servers no longer being supported, you gave no notice about no longer accepting paypal. You just walked in and started screwing over customers. If you had any business sense you would at least give customers some notice and time to make decisions about whether they want to stay under the new regime. I know I would have left if I had known what was coming down the pipe. And in fact I did as soon as I could get my site running on a new server after giving your company way to much time to prove whether you were worth my business.

You also really need to get your act in gear with Paypal. My account is verified. Your accounting office gave me the following reason for turning down my paypal payment even though it is still an option for payment on the Rocketcolo website which is what was linked to the email bill you sent me.
"We do not accept payments from PayPal accounts that are not protected under the seller protection policy."
I hate to break the news to you, but the Seller Protection Policy for Paypal is not applicable for services, it only applies to physical items shipped. You guys are so screwed up it is sad.
I spoke to Paypal and they agreed to email your company and educate you on how Paypal works and how the Seller protection policy works. They also offered to let you know my Paypal account would be paying with cash and there would be no way for me to reverse the transaction. However I have tried to pay twice now. I am really tired to trying to pay for something that was not provided.

As far as RocketColo going under, I do not think that happened, however that is really information for the prior owner of RocketColo to discuss. What I can say is that there are not too many businesses besides Microsoft that can last in a competitive market with hostile customer service. Good luck you will need it.
As far as sending me to your collections department you have got to be kidding, I have already paid you twice, you just keep throwing the money back. I think I will keep it this time, you didn't earn it anyways.

I would also suggest that if you take over a company that has a long standing record for primarily taking paypal payments, that you remove that option for the payment methods that you send out. I may know my limits for server side support when it comes to the size of my website, but I can help you with your web programming if you need help removing your Paypal option. LOL.

Thanks for showing how you pay attention to what is going on with your business, it just makes me that much happier that I have left.
From the posts you are making I also assume I am speaking with Brad.

Originally posted by zx-12r.org
I guess you can't read posts or emails.

You guys are pathetic and that is why I am posting here, so other people can avoid the hassles I have gone through.

I had a backup of my site, however it was 3 weeks old. Your company said you had made a successful backup of my server. I trusted that. Then you lost it, it was not corrupted, your company overwrote it and lost it. Your company screwed up after emailing me that a backup of the data was successful. It was obvious that you offer zero services after awhile, but when you offer to do something and say it is done you take some responsibility for it. Losing it after that fact was a joke. You said you moved the backup image to the 2nd drive which did not happen.
So lets summarize, it was not a BAD backup, your company lost a GOOD backup. Assuming you even backed it up in the first place, perhaps that was a crock of crap just like your customer service.

I also did not say I had no backups, I said my backup was a few weeks old and I wanted to preserve the existing data. When your company restored the 1 year old image you were not willing to help restore my backup image in a reasonable time frame. If I had known you were going to lose the backup you said you had made and restore a 1 year old version (can you not read a date code !!) I would have told you to use the backup I had made. But I assumed you were a professional company and could do what you claimed you would do, but that obviously was not correct. Even worse you are not man enough to take responsibility for it.

It is bad enough you take over a company and immediately offer virtually no support compared to what customers were being given. Your company gave no notice about the servers no longer being supported, you gave no notice about no longer accepting paypal. You just walked in and started screwing over customers. If you had any business sense you would at least give customers some notice and time to make decisions about whether they want to stay under the new regime. I know I would have left if I had known what was coming down the pipe. And in fact I did as soon as I could get my site running on a new server after giving your company way to much time to prove whether you were worth my business.

You also really need to get your act in gear with Paypal. My account is verified. Your accounting office gave me the following reason for turning down my paypal payment even though it is still an option for payment on the Rocketcolo website which is what was linked to the email bill you sent me.
"We do not accept payments from PayPal accounts that are not protected under the seller protection policy."
I hate to break the news to you, but the Seller Protection Policy for Paypal is not applicable for services, it only applies to physical items shipped. You guys are so screwed up it is sad.
I spoke to Paypal and they agreed to email your company and educate you on how Paypal works and how the Seller protection policy works. They also offered to let you know my Paypal account would be paying with cash and there would be no way for me to reverse the transaction. However I have tried to pay twice now. I am really tired to trying to pay for something that was not provided.

As far as RocketColo going under, I do not think that happened, however that is really information for the prior owner of RocketColo to discuss. What I can say is that there are not too many businesses besides Microsoft that can last in a competitive market with hostile customer service. Good luck you will need it.
As far as sending me to your collections department you have got to be kidding, I have already paid you twice, you just keep throwing the money back. I think I will keep it this time, you didn't earn it anyways.

I would also suggest that if you take over a company that has a long standing record for primarily taking paypal payments, that you remove that option for the payment methods that you send out. I may know my limits for server side support when it comes to the size of my website, but I can help you with your web programming if you need help removing your Paypal option. LOL.

Thanks for showing how you pay attention to what is going on with your business, it just makes me that much happier that I have left.
From the posts you are making I also assume I am speaking with Brad. Here's something that may clear up a few things for you.

http://maps.google.com/maps?q=359+Oak+Leaf+Circle+Lake+Mary,+FL.+32746&ll=28.762392,-81.316520&spn=0.004244,0.007522&t=k&hl=en

That's aparently their "offices" according to their webpage..

Just a note that Dale is a verified PayPal member:

Dale Hughes is a Verified member of PayPal

Sorry not trying to get involved just thought I would verify it :)

Originally posted by ScreamingEaglePC
Here's something that may clear up a few things for you.

http://maps.google.com/maps?q=359+Oak+Leaf+Circle+Lake+Mary,+FL.+32746&ll=28.762392,-81.316520&spn=0.004244,0.007522&t=k&hl=en

That's aparently their "offices" according to their webpage..

Not sure where you got that address, that must be an old rocketcolo address.

Our Office address is 106 S. Blvd Orlando, FL and Datacenter adress 100 W. Lake Lucerne Orlando, FL

Originally posted by RapidColo
Not sure where you got that address, that must be an old rocketcolo address.

Our Office address is 106 S. Blvd Orlando, FL and Datacenter adress 100 W. Lake Lucerne Orlando, FL That would answer to it then. I was refering to the address on the RocketColo site.