I recently bought a server from a provider, i was promised this server First by Sunday (7th) then the date was pushed back to Tuesday, which was fine. I came online Tuesday to find the server had been pushed back to Wendsday, at which point i asked for a refund but was told all money taken was non-refundable. So anyway i stuck with it and kept calm until logging on on Wendsday to find yet again i wouldnt recieve my server until the next day, at which point i demanded a refund again but was refused. This time a date and time was confirmed, the server was to be online before Thursday (11th) @ 5pm. I Logged on at 6.30pm thinking there would be an e-mail waiting for me to tell me my login details, again no e-mail and i was told it could be late night before i got my details, but i thought i'd still get them so it'd be alright. I got the login details @ 8.54pm. At that point i took a look round the server and found that even tho i paid for unlimited Ensim Domains i only had 100 (which has now been corrected after me complaining a few times).

So i thought all was well, but when i logged into my server on Friday i found that when i tried to create a domain i got 2 database errors, so straight away i meantioned this to the said company in person (icq) and on their message board. After 3 days of not hearing anything i confronted them yet again and got 2 different answers

Answer 1: 'We've submitted a ticket on the Ensim Message Board and are awaiting reply'

Answer 2: 'The server is setup correctly its you who cannot work it properly'

Now the message on the Ensim board states that its a database error because Ensim wasnt setup correctly.


With all this in mind i went to said company and asked them to cancel my server and for a full refund. I was again told no. Even tho my server was only online on the 11th of April my next billing date is 10th May and i have no set date for actually being able to setup domains/hosting services on my server.

Has anyone ever been in this situation before? Can anyone give me any advice?


Edit: also please anyone tell me if they think i'm being unreasonable/impatient as all this bother may have impeaded my judgement on the matter.

I don't think you're being unreasonable. Sounds like somebody is trying a grab and run.

i dont think its that, its a big company thats doing it.

Big companies also do that unfortunately. :( If you paid with a credit card, simply contact your bank and ask them to reverse the payment. If you paid some other way, I'm afraid you are stuck with what you have. :(

Well i can claim back from my solo card, i told them this and got the reply
'Nope, you wont be... as we have logs to prove everything server setup and working...'

then he took a look at my server and the postsql database wasnt working, and never had been working.

just talking about cancelling and wot happens the to Ensim Unlimited License i thought i had bought and i've been told it would cost $495 for me to buy that from them. I was looking at the add above and it says it only costs $199, whats going on there?

Update: i confronted him about this issue and

'hmm, my mistake misread the price' was the reply

Fact is, you tried to claim a refund _before_ the goods were delivered....I don't see why you shouldn't get your money back...

What's happened here is akin to taking a pack of gum to the checkout counter, paying, then saying "oops - I decided I don't need this" and the teller telling you "well, we can't give you your money back"

sounds like it too late now though, cos i actually have the server

I'd notify them that you'll be initiating a charge back tomorrow and this will be their only opportunity to refund the card. Server was delayed, set up improperly, and if you don't feel comfortable with things now, it surely isn't a good start on a long relationship.

i just said
'i've been advised to tell you i'm initialing a charge back tommorrow'

Been told
'u do that, its against our terms and conditions which you agreed'

Originally posted by Jamesoh
i just said
'i've been advised to tell you i'm initialing a charge back tommorrow'

Been told
'u do that, its against our terms and conditions which you agreed'

I'm hoping a "big company" wouldn't answer with "u do that". Or are you just using shorthand for us? :)

Gary

Originally posted by Jamesoh
i just said
'i've been advised to tell you i'm initialing a charge back tommorrow'

Been told
'u do that, its against our terms and conditions which you agreed'

Doesn't matter... nothing short of faxed in copy of your driver's license and signature with a statment ON that agreement will keep you from doing a chargeback.. and even then I doubt it will matter. Banks give chargebacks back so easily it's ridiculous and many people take advantage of that. It sounds like you've never requested one yourself :)

An agreement has nothing to do with misleading prices, goods not working, etc. I had a problem with a person who is on these boards a few months ago before I started doing my own colo. I faxed in card info, dl's and signed. Got the server... had nothing but problems and downtime. He too refused a refund and said I couldn't do a chargeback.. HAHAHAHA. I gave him 3 days to give a refund and to save him from getting a chargeback fee that his credit card merchant would charge him. A week later I had my money back.

Late servers, no refunds, bad service, Ensim problems.... this wouldn't happen to be a company that starts with a D and ends with a number is it?

Or a partner of that company?

Don't let 'em scare you into not charging them back.
That's really a lot of BS....

If you paid by Solo card we can gather this company is based out of the UK and has servers in the US, I can already guess who.

They may give the impression they are a big company, but judging by their unprofessional and rude behaviour I doubt they are anymore than a few employees, otherwise I doubt they'd have a problem refunding and most big company's have the right attitude of "customer is king" (even though sometimes it doesn't sink through to the support staff, you can eventually find it in higher management).

At the end of the day, you've exercised a lot patience and they've messed you about, caused you stress and been reluctant to offer any compensation, if they can't offer the service at the price stated and within the timeline quote then they shouldn't advertise it, no matter how good an offer is. Delayed server, ensim license problems, and thats before you even get going, don't hang about.

Request a chargeback from your bank even if it's a Solo card you still have some basic protection against fraudulent charges (ring customer service, ask for a chargebank form), tell them that the charges were taken fraudlently, you paid for a service as advertised; yet you were not delivered this service, attach all necessary documentation, and then fax it or post it back, wait a few weeks and hopefully you'll be credited back.

Please post the company name, don't let them scare you with any legal crap, if for whatever reason you're still not comfortable posting this company's name then please PM/email me it.

I think the company name should be posted, if not right now, at least in the future. Nobody wants to work with people like that