I guess all of you know the downtime that DV2 had.. Well, you wouldn't beleive what Jeff is offering me a refund for.. Its pathetic.


I will use MC Host for example.

They claim 99.5% uptime.. Guaranteed. If they are down more than that, they refund you the FULL MONTH.


Now, on to DV2. They were down 4 hours. They GUARANTEE, I repeat, GUARANTEE 100% network uptime. So much for that promise.. I received an e-mail from Jeff Today. Here is what he offered me.

He is willing to compensate for the downtime.. Do you know how much I am getting? 1.00 PER SERVER. No, I will not take that as an offer, why? Because you guarantee 100% network uptime, cannot provide it? Then you refund the month.

1.39 to be exact, per server.

edit: no where in here did i ask for a full refund......
Sean

It's your fault for picking someone who has 100% uptime in their SLA and at that cost.

Also theirs for doing it.. but what did you expect?

You get what you pay for..

Originally posted by jayjay


You get what you pay for..

I know its my fault, for trusting SLA's. I have been with RackSpace once, and they do keep their promises. Thats one comapny you can trust.

You get what you pay for, completely right..... Looks like I will be going elsewhere.

Sean

I wouldn't say you'd have to go as far as rackspace, but there's other options definitly. Some just for a few hundred dollars more.
Although they do provide a good service, many other companies do and offer more bandwidth for cheaper.

I'm willing to pay a few hundred extra dollars a month and have my stuff run smooth.

But hey.. it's just my $XXX a month.

yeah, but i am using rackspace as an example because i have tried them.......


sean

Not many service providers have 100% full money back SLAs. Nearly all the service providers pro-rate the downtime credit - less than 2 hours of downtime is not grounds for 100% credit. It It is 0.002778% of the month.

Worldcom has a 1 day credit http://www1.worldcom.com/ca/customer/sla/managed_hosting.xml

Granted, 1.39 isn't exactly overwhelming, but if the remedy in the SLA is that they pro-rate the credit to match downtime, then it's entirely fair. I just don't see the SLA / Terms of Service on the website actually.

Originally posted by byron29
Not many service providers have 100% full money back SLAs. Nearly all the service providers pro-rate the downtime credit - less than 2 hours of downtime is not grounds for 100% credit. It It is 0.002778% of the month.


I had four ours Friday night, and the next morning around 1 hour.....

I'm on grounds for a full refund

Sean

Sean - I can tell by your post that you are inexperienced in business. In actuality folks here is what happened.

I have offered credits- which I have been deciding how much, etc, to do. It wont be a full month and it wont be what our contract is. I told sean that I would work with him and would get him an answer. Unfortunatley I got this email today -


Subject: I would like a refund, and for you to read ticket 846


Well I have been waiting several days for this promised refund do to your network downtime...

i will process a full chargeback for last month if one is not received by Friday.

Sean

I responded to sean that I did not appreciate his heavy handed threatenting and that technically if I wanted to give him the minimal credit - then it would be about 1.39 per server.

I told him that he probably did not want to do that and if he would be a little patient that - I would come up with something he would like. All I got back from my asking him to be patient was this little post. I am sorry you could not be patient for even one hour before you decided to try to damage us by running out and screaming - well I am sure you understand that is certainly not a way to get a credit. Oh well. You obviously do not understand business and certianly think you can bully your way to legislating your thoughts on someone else.

I value all my customers - but sometimes you can never do enough to support or satisfy certain ones. I am happy though to continue to work with them and help them - but threats like that are rediculous and not a way to conduct business.

Sean - I will be happy to work with you to transition to another provider since now that you have posted this here- there is very little you would probably want to do since it would involve a loss of face on your part.

I responded to sean that I did not appreciate his heavy handed threatenting and that technically if I wanted to give him the minimal credit - then it would be about 1.39 per server.

I might be really stupid..But do you honestly think someone is going to accept a 1.39 per server credit?

What makes you think you should get a full refund. Nothing in their TOS indicates that. As SLA is not a guarantee or uptime, rather it is an agreement and indicates that if not met, there will be some penalty/refund. Unless otherwise stated it would indicate a percentage based on the percentage of downtime. Some do indicate different schemes as do I.

For instance, Rackspace indicates 5% for each 30 minutes. That is quite generous. On the other hand, Rackshack has no SLA. Most everyone else is somewhere in between. However, I know of no one who would refund an entire month on the downtime you experienced on a dedicated server.

I also see where you say McHost returns 100% for less than 99.5%. I searched their site and can't find that...would love to see that in writing.

Now, do some of us have a more generous plan? Yes. Even with DV2's plan would I have been somewhat more generous-like $5 or $10 instead of $1.39? Perhaps.

But to accuse DV2 in the manner you have is not appropriate. And, in reality, it really isnt the refund, its the downtime that's the issue, and that can't be judged on the basis of one incident.

A full refund is absurd, they provide the hardware and the bandwidth. They can't afford to give a full refund.

$1.39 -- I'm sorry, but that's not even worth the effort.

Originally posted by jayjay
A full refund is absurd, they provide the hardware and the bandwidth. They can't afford to give a full refund.

$1.39 -- I'm sorry, but that's not even worth the effort.

If you read the whole item you will see I was not offering him 1.39 - I told him that that is what I had to do if I wanted to be a stickler since he was demanding the whole month and going to process a foced chargeback within 2 days if I did not give him the whole month -

if you then read on I asked him tobe patient while I came up with something he would like - and that I did not think he wanted me to simply follow technical calculations.

He would not wait even one hour!! He ran out and posted all this - unbelieveable and yes I agree his demand for a full month is absurd.

SEAN should grow up and get real - he has just blown me doing more for him than I have to and now being faced with a move to somewhere - (that he will eventually have some more downtime becasue no one is up 100%) and then he can get mad at them. Oh well - believe it or not - I am stil lwilling to try and work things out to make Sean happy because I in my younger days have been impetuous before and regretted it - and wished I could have changed things to not have been so darned hard headed and proud. I am willing. I should probably not be - but I have seen things like this turn around and have someone be your best relationship out of it. But hey - maybe not -you never know - I am just happy to eat humble pie if it will make someone happy.

Ehhh -- You can never make anyone totally happy.

But with the service you provide at that cost, how can you expect no downtime at all?

I'm not "knocking" on your service. Just saying..You do get what you pay for (customer end), and at low prices you attract a certain kind of customer (your end).

If he's not going to give you time to respond, and just flame you in an open forum and threaten you. You're better off without him. : )

that technically if I wanted to give him the minimal credit - then it would be about 1.39 per server.

I'd say that if he had a better attitude he would probably have been offered much more ;).

Sean, it's nothing personal, but I just don't like seeing people threatening chargebacks all the time.

A very professional and mature approach. Good on you sailor.

I have emailed sailor (jeff) in regards to this issue and appologize for making it public.

I was furious, and upset with the fact that it took almost 2 weeks to get IP's, and with the lack of response from Jeff which I understand... He probably gets tons of emails.

I retract my comments as to the chargeback issue, but I do believe 1.39 is a little ****y, if I may say.

I am not asking for a full refund now, but would like something more than a lously 1.39 per server... c'mon, I might as well offer 100% network uptime sla, and give them 1.00 when the sites are unavailable for 5 hours. :-)

Sean

Originally posted by Incognito
What makes you think you should get a full refund. Nothing in their TOS indicates that. ...............

I also see where you say McHost returns 100% for less than 99.5%. I searched their site and can't find that...would love to see that in writing.

Now, do some of us have a more generous plan? Yes. Even with DV2's plan would I have been somewhat more generous-like $5 or $10 instead of $1.39? Perhaps.

1) I did not ask, in the email I sent Jeff, that I would like a full refund. I asked for any possible refund, even the helpdesk ticket shows that :)

2) Would you like me to fax you the credit card statement for last month? Because a server was up 78% of the time, I was credited 56.82 (canadian, or $35 USD) for the month.

3) Yes, I was hoping for something more generous..

I did not say I want a full refund or I would process a chargeback, I said I would like a refund of somesort or would attempt a chargeback.

Thank you for everyones input on this, especially Jeff for coming in to give his viewpoint / side of things

Sean

Originally posted by sailor


....

................ I am willing. I should probably not be - but I have seen things like this turn around and have someone be your best relationship out of it. But hey - maybe not -you never know - I am just happy to eat humble pie if it will make someone happy.

;) Maybe we can....

By request of the thread starter who is working things out off board.