Hi,
After my recent experiences with OneFusion I feel I have no option but to inform others of the service that they provide. I would also like some advice if possible.

After Signing up for there 'Fusion Prime' reseller plan (approx 3 weeks) ago it seems to have gone from bad to worse. I will try to break it down as much as possible.

Week 1
No problems everything seems to be fine. Great (me thinks)

Week 2
intermitant server problems until day 13 (eek dare I say it). server goes down for 1 1/2 days. NO announcements as to what the problem was. response from ticket was:

We are lookig into the problem right now and we will bet back to you as soon as possible.
no one got back to me :(

Week 3 (the fun starts)

Constant server problems. Unable to access any services through-out the week.

I remembered seeing on there website:

We guarantee 99% network uptime, if not you are free to request for a full refund of that month's fees.
So I asked for refund of money. Response was:

As you had been with us for 13 days, therefore, we will refdund you back the remaining 17 days, which will be US$17.00.
Hmmm....where does it say partial refund?

I also asked to be moved to a different server (one that was more stable). So tey transfer my site to another server. Bang another 2 days offline waiting for DNS info to resolve. Forced to give my customers 2 weeks free hosting to compensate them for the time down. 2 days pass and site is finally back online and everything is fine. Next day try to nav to site. its gone (just a page showning cgi-bin folder) WTF. Sends in ticket inquiring about my site being gone. Response:

As I was doing some routine server maintainence, I had accidentally deleted your account, domain.com , by mistake. Therefore, this leads to the lost of your web site.
OMFG...Okay then can you restore it from the backups you do every 3 days?

Response:

I believe that we do not have the back up.
Why Not? Wheres the backup?

regarding the backup issue, yes , we provide backup for every 3 days. However, as we shift your account to a new server on 25 May, the 3 days interval is not up yet.
OK, we admit we did not back up your site this time round, most probably due to the shift.
Where is my backup from the other server then?

As we had shift your account to your new server, the backup in the old server has been deleted since the account is no longer on the old server anymore.
Grrrrr...Are you going to compensate me for my loss? (You'll love this one)

response:

Is it fine with you that we will refund you back the reminding $13.00 for this current month, on top of the $17 that we refund you?
WHAT!?!?!?!?!? (I honestly thought they was taking the p*ss)

countless comments have passed back and forth over the issue of compensation for our losses, which includes basically everything. i.e. website content, sql DB's, scripts, phpmanger etc.

Finally I get the following response:

Question: How much compensation do you think is deemed proper in such a case? Please bear in mind that you also have mentioned earlier on that customers information and work which were lost cannot be replaced. So please justify the amount which you are requesting likewise.

We will decide on the amount based on how you calculate the loss if it is fair.
So I sent them an email specifying the loses incurred to us getting everything setup, Time lost in work done previously, testing etc...

Then I get this response:

Please provide us proof of loss encountered in order to process your claim
After a phone call to Edmund Koh at Onefusion, explaining that we provide a service not actually a product, and so seeing as though they actually deleted our proof we cannot really provide any. Edmund says he will have to talk to his colleges to discuss the matter and he will ring me next day.

me waits...no phone call...sends email and PM's asking to let me know what is going on.

response:

I have spoken with all of management and unless we have some form of written proof of loss, we are not in a position to deliver any form of monetary compensation.
Okay, back to square one. I have sent them an email asking:

Please explain exactly what proof you require from me (and I mean exact). Also tell me how you would like to receive this proof.
I am still awaiting there response.

Just to add. We did have a backups of our site and SQL DB', done through cpanel. Which were all corrupt. So we had to go back to 3 week old backups. All DB' have are corrupt. :confused:

Oh and by the way for the past 2 days the server has been very slow. Packet Loss is constant. Prior to this the server was down again due to "Cogent network was cut from the entire data-center"

If you do decide to join. Be Aware of the following things. Constant connection problems on certain servers (cant specify which ones). Responses from support tickets can sometimes be wrong. Oh yeah and if the servers are slow its not there fault its your ISP.

So in this case it would seem that we did (or didnt) get what we payed for.

And yes I can back all off this information up.

when I am really bored I will post my experiences with them and my tickets it will make you laugh or cry. But lets just say it was the worst hosting experience of my life.
I thought I would save a little money when I needed more space and they were offering the Fusion max account with 20 meg of space and 100 gig of transfer for $60.00 a month. I thought hey that is almost a dedicated and I do not have to do the admin on it, good deal. Well in a month I had 50% up time YES 50% I have the proof, email was out for 7 days, hijacked IP's in the data center, had to move servers twice, down for nameserver updates both times, one of the best was when another reseller account was handed the IP for a dedicated site which was the main server IP and was the same as all named sites were on. So when I set up a new site and gave a customer the address http://xxx.xxx.xxx.xxx/~domainname/ to access their site they got another hosting companies web site address in their browsers address bar. The last straw for me was when email went down again and after a day of fighting with them I had to send them an email explaining that port 110 was closed on the server. Pretty bad when I have to tell them how to fix their server.

Anyway I went ahead an ordered another dedicated and got the hell off there, I think I will stick with my own from now on.

You have to pay for quality hosting. Onefusion is too good to be true.. and I think most of us already know this...

that and they never even bothered to reply my email enquiring certain things about them and mind you i mailed them 4 times....twice in a week...

show what good service they provide.....it really does show that cheap hosts aren't worth the pain....

I am sorry about your experience TicToc, but some of these hosts are so ridiculous they are quite amusing. Someone needs to publish a book containing some of these threads. :emlaugh:

I got the same problem with TicToc,

I decided to try onefusion about 2 weeks ago and the first few days was good, eventhough the bandwidth was kinda slow from time to time. After that .. everything just went down hill .. the server went down between 4 - 5 times in less than 2 weeks.

First excuse was one of their customer's cgi script causing the server to go down, so they moved them to a different server.

Then their DNS server went down, and seems like they didn't even know about it. I don't think they even monitor their server or services, because we have to send their support an email before they even do anything and take some time to answer. When I asked them if they monitor their own server or services, no reply .. hehe.. :)

Another excuse was network problem, then another server problem. Then two days ago I got a notification that they will move their server to a different datacenter because of the network problem they've been having. Fine .. but when I asked them how long is the downtime and when. No reply ...

I would stay away from OneFusion ... I know they have a good deal on their reseller package .. but they couldn't even manage their servers.

I also had problems with an account I had on one of their servers.
I will never touch OneFusion, or anything to do with it again.
Stay away.

just to update you:

Server still not working properly. Cannot send/recieve emails cannot connect to Cpanel/WHM, Customers complaining again. This was the response 21 hours after I posted initial ticket.

We have noticed the problem. We will fix the server side misconfiguration, if any, as soon as possible. Thanks for being patient.

This was recieved 2 1/2 hours ago. Still no joy. No announcements in forum (This is common). btw I think they have password protected the forum now so that potential clients cannot see all the complaints/problems.

If you think that there forum provides help in any way or form you are mistaken. I hardly see any staff in there at all.

it seems that ONEfusion is a Singapore based hosting company??

okay I could really do with some advice please.

I have just recieved a phone call from onefusion and they say that my account is going to be terminated in 4 days the 10th no reason just that it is going to be terminated.

What can I do?

Just in case we did not state our message clear during our conversation, I shall repeat what I want to say.

From ALL the threads and posting you had posted in our reseller forum and Web Hosting Talk, it is clear that you were *unsatisfied* with our services a lot.

You have been complaining all this while about how *bad* our services, our downtime etc etc.

What's the point of staying on when you are so *unhappy* about our services? You will continue to *grumble* about our service and so on.

One solution is that you terminate our service and start looking for a *better* web hosting provider. Doesn't it lighten the load from you, so that you need not get frustrated over our *poor* services?

So do not claim that we terminate your account for reason.

no reason just that it is going to be terminated.

Actually as you said on the phone. My account was being terminated on the 10th (you never asked me if I wanted to terminate the account). I said that you couldnt do that as I have no way of transfering my customers in such a short period. You said I have 4 days.

One solution is that you terminate our service and start looking for a *better* web hosting provider. Doesn't it lighten the load from you, so that you need not get frustrated over our *poor* services?

So you are not going to terminate my acount then?

By the way I notice that you have still skirted over the issue of my emails about what proof you require.

Regarding about me complaining alot about your bad services. Well if they wernt bad I wouldnt complain.

DONT make me out to be misinformed about what you said on the phone. I know your english is very poor but I understood what you said very clearly.

I know your english is very poor but I understood what you said very clearly.

Please stop insulting me.My english may not be as good as yours, but it's definitely not 'very poor'.

Yes we will be terminating your account as it is very apparent that you simply dislike our services to the core.

So when you said:

One solution is that you terminate our service and start looking for a *better* web hosting provider.

it wasnt really a solution was it?

No it was just words to make it sound like you was giving me an option.

I can treat it as a personal insult. My english may not be as good as yours, but it's definitely not 'very poor'.

It was'nt an insult it was the truth.

and yes, we will be terminating your account

Isnt this what i said originally. Oh yeah I suppose you were giving me the reason.

Well thanks for the 4 days notice. Couldnt you have mentioned this earlier. Or is it because of this thread that you have decided to terminate my account (really).

Oh yeah and while I have your attention. I will ask again just in case you did not understand what I said the previous 12 times. WHAT PROOF DO YOU REQUIRE.

Quote from one fusion forum regarding compensation for loss of site:
FYI we are not trying to shirk responsibility in any way.

doesnt look that way to me.

I see it took you 17mins to feel that you were insulted then...

Was:
I can treat it as a personal insult. My english may not be as good as yours, but it's definitely not 'very poor'.

Changed to:
Please stop insulting me.My english may not be as good as yours, but it's definitely not 'very poor'.

hmmm...Have I insulted you before? I didnt realise that you were so sensative. tbh it wasnt an insult like i said before it was the truth.

I hope it is not inappropriate for me to post a reply back into this thread, the last thing I would want out of this is to turn WHT into another 'war room' just like what TicToc did to our reseller forums but here goes my 2 cents worth...

We host all our reseller CPanel servers in the Miami, FL datacenter, all of them, and as part of the terms and service agreement with our provider, were supposed to get 100% network uptime. Everything went on very well since we began with them in March this year. Things took a turn for the worse in May with ridiculous network outages, slow access speeds and packet loss (as reported) from certain parts of the world. Whenever we contacted them to find out what was going on wrong, the provider would simply say there was nothing wrong, or it was something beyond their control, they would try to prevent similar occurences from happening, would look into it, etc.

In response to these unacceptable hosting conditions for hosting our servers, we announced a couple of days back that new servers will be brought online in a better, more reliable datacenter and customers given the option of shifting over for no additional charge. This was in addition to the full refund which we gave to certain customers. At the same time we also stopped all marketing efforts so as to consolidate our position and improve on customer service.

I agree with TicToc that it was a grievious mistake on our part when one of our staff deleted off his domain accidentally. Due to the unfortunate timing of the incidents happening, we were left without any backups for his site. Let me explain why. When his site was shifted over to the other server, we removed all traces of it on the old server along with the backup. The next day our staff accidentally deleted his website domain.com. This happened before our scheduled backup process managed to kick into place.

As we have said many times over, is our fault, we are not shirking responsibility on our end, acknowledged the mistake immediately, have apologised, refunded everything, got that particular staff in question to apologise, offered to assist in helping him setup and get back on track. This was rejected by TicToc as he just simply did not want any help from us.

Edmund did actually call you back, but was told that you were not around by the female who answered the phone. He then sent you an email.

Just for the record, Mr TicToc wanted to claim a grand total of compensation of £1260 pounds. Simply speechless..

That is all I have to say; put simply, straight to the point and truthful. If you are one of our resellers and would like to know more about this issue, please email me at caleb@onefusion.com so that I can show you the info to back up our claims. Thanks to all the other resellers who have sent word of encouragement over this issue by the way, appreciate them all.

oh boy.
guess i won't be signing up with onefusion anytime soon :eek:

Yes we will be terminating your account as it is very apparent that you simply dislike our services to the core.

hmmm. actually your wrong.

I just feel that you have handled the situation regarding deletion of my site unprofessionally. before this incident I only had issues with the consistent connection problems.

Afterall I have actually helped YOUR resellers when your staff did'nt, even to the extent of posting tickets for someone to resolve a problem, when your technical staff said was'nt a problem (which there was). I even convinced 2 customers to stay with you when they was telling me that they were going to leave. I have also refered people to you.

So no I dont dislike your services to the core.

Originally posted by TicToc
So no I dont dislike your services to the core.

On one hand you are saying that we have been treating you very badly with the service, etc and despite that you still want to keep your account with us? All we thought was won't it be better for both you and us to shift out to another better provider since you had such a bad experience with us.

And no, the decision was not made because of your post here.

Wow!! Very professional

Just for the record, Mr TicToc wanted to claim a grand total of compensation of £1260 pounds. Simply speechless..

Well seeing as though he has posted this I will show you the email with the breakdown of the claim, and you can say if my claim is not justified.

Compensation requested for loses incurred due to erased site (domain.com):

All work is calculated at £15 per hour:

Work involved prior to site being erased:
8 Days @ 8 hours per day = £960
Work Involved:
Implementation of NEW Signup, Customer Billing, Support Desk and Customer Control Center. This includes uploading all necessary files into a testing environment, creating new sql databases, debugging/testing all said departments/scripts and making necessary modifications/changes where needed. Transferring of all customers’ information, from old database to new database. Integration of new departments into domain.com main site for customer access. Contacting customers’ about said modifications/changes to new departments.

Work involved after site being erased:
14 hours = £210
Work involved:
Getting site back to previous state (prior to above changes). Which includes re-creating new pop3 accounts, sub-domains, sql databases. Uploading of old site, setting up old perldesk, setting up old signup script. Testing/Debugging said old departments/scripts.

6 hours = £90 (estimated)
Work involved:
Contacting customers, re-establishing goodwill and restoring faith in domain.com. Explanation of constant disruptions, explaining why NEW Implementations have gone.

Information that cannot be calculated:
All helpdesk information has gone permanently, this means that we cannot refer to previous tickets which customers have posted. All customer personal details have gone permanently; we only have customers email addresses available. Which means that must hold back on implementing NEW Signup, Customer Billing, Support Desk and Customer Control Center again, as our customers will not be able to see there personal information in the Customer Control Center. We will have to wait until all these problems have been laid to rest, while trying to think of another way we can obtain there personal details.

We have NOT informed our customers that there personal details have been erased, because along with the constant connection problems that they have incurred over the past 2 weeks, mentioning this added mishap would only lead to us loosing customers.

On one hand you are saying that we have been treating you very badly with the service, etc and despite that you still want to keep your account with us? All we thought was won't it be better for both you and us to shift out to another better provider since you had such a bad experience with us.

Oh I assure you we had every intention of relocating. But you had put us in a bit of a predicament. Due to the constant connection problems we had with ONEFUSION we had to wait and prepair for transfering customers. We were planning on moving to our own dedicated server, but these things take time. Now you have removed that time from us.

the last thing I would want out of this is to turn WHT into another 'war room' just like what TicToc did to our reseller forums but here goes my 2 cents worth...

Due to the lack of communcation I was geting from my emails I felt that I no other option but to voice my opinions in the forum. But I did manage to get your attention.

But before you start pointing the finger (which you seem to do quite well). If you had handled this situation more professionally then all this would not have been necessary. Would it?

In my opinion you only have yourselves to blame. Or am I the only unsatified customer you have had?

Glad that you have posted out the 'justification' claim because I didnt want to post it initially as it was your company's own confidential information.

Ok Folks, please look into his 'claim' and tell me whether we should be liable for paying him this amount. At the same time I would like to state our stand - we are not going to pay him the ridiculous amount of £1260 pounds in 'compensation'.

Glad that you have posted out the 'justification' claim because I didnt want to post it initially as it was your company's own confidential information.

Well you didnt leave me much choice now did you?

we are not going to pay him the ridiculous amount of £1260 pounds in 'compensation'.

Then why ask me for proof of loss?

ridiculous amount? I am sorry that you feel this way. Although I dont know how you setup your site (nor would I want too, as it still isnt fully functional is it? i.e. no link to 'Consumer' hosting plans and ther hasnt been since the changes were made). But we test everything first thoroughly before implementing any new changes. Which I am affraid to say does take along time. I would say that 70 - 80% of the time involved is for testing/debugging alone (You might want to make note of this next time you update/change your site).

So that we could then determine what would be a suitable amount to reimburse you. Now stop twisting my words, I did not say we are not going to pay you anything. Whatever we are offering you now is totally out of goodwill and actually not a responsibility we should shoulder at all.

At the same time please ask any other hosting provider whether they would even bother to answer claims of such a kind, or even entertain them to begin with.

Bear in mind to tell them that:
- We have already refunded you in full
- Apologised time after time, again and again
- Offered to help get you back up and running

in spite of this really interesting topic about both your conflict, it's really unprofessional to handle this problem on WHT...

It depends on OneFusion's policy/disclaimer wheter to pay the £1260 or not.

Whatever we are offering you now is totally out of goodwill

This is the whole point you are not offereing me anything, are you?

Originally posted by Luminance
in spite of this really interesting topic about both your conflict, it's really unprofessional to handle this problem on WHT...


You are correct and I do apologise as this was not my intention at all. My intention was to inform/warn people about the problems I have had with Onefusion'

If the moderators feel that it is necessary to delete this thread then so be it.

Originally posted by TicToc


This is the whole point you are not offereing me anything, are you?

I think ck has made it pretty clear he will consider reimbursing you, just not the whole amount your talking about. Since you've asked for a reimbursement in Pounds, I’m guessing you’re in the UK. If that’s true, you should know better than myself, that even with companies in the UK, you never get the full reimbursement back, why think the US will be any different.

You supply a count of your losses, with the total loss incurred to yourself, and the parenting company then issues you with what they feel dimmable. If you are unhappy with this, you can suggest renegotiations on the figure issued to you, which very really increases above 5% of their previous recommendation.

From what I’ve read on this post, all has been done, accept for onefusion to issue you with their account of what they feel dimmable, and two be honest – Now I quote here, OneFusion has not handled the situation in the best of light – But neither have you, the threads or off putting to One Fusion, twining, Winging, Flaming and insulting. And you think after all that, One Fusion will issue you with 1 ¼ k. I think not. Infact, if it had of been a company in the UK, you’ll have found yourself a multi-thousand pound law suite for slander. And don’t tell me you would not have been, because I would have issued the law suite the same day. Hence you would have lost the whole of your reimbursement, plus additional costs on top.

So come on now, be more professional. And handle it via e-mail or phone.

I agree you should let others know of your bad dealings, but theirs a fine line between letting others know and slandering a company.

BTW TicToc. I've been checking your Site domain.com since the start of this thread, and i've been able to connect at very high speeds to it.

It went down 1 or 2 times, but the rest is fine.

Change your ISP :angry:

I've got to say I'm somewhat amused...

Don't get me wrong - I really feel for you TicToc, I signed up with OneFusion right before the first server outage but had the good luck (one might say) of terminating and asking for a refund before things got worse. I've also been stiffed by hosting companies before as well (though not as badly as you claim to have been) so I know what it's like.

But really - is this the right place to be working our your issues? On both sides? I can understand a user wanting to vent frustrations to a community of people who've been around the block, but Luminance and Raiak are right - this probably isn't the most professional place to be conducting actual negotiations and settlements. Now, that said, all the back and forth has me somewhat amused (in the way that one becomes fascinated with a car crash or train-wreck - I'm not "happy" amused, just "hmm.." amused).

This thread makes me wonder with awe at how any of the folks here ever got their business off the ground at all - from both perspectives. Firstly from a small customer having problems with their reseller accounts (which seems to be more like the norm than exception) and also from a hosting company behaving pretty unprofessionaly by airing problems and dirty-laundry in public(which also seems to be pretty standard). I understand oneFusion has a right to rebuke the claims and share their side, but c'mon - enough is enough.

Anyway, this message didn't really have a rhyme or reason or point - just felt like adding the the general level of noise.

Dave

Noise? I got some noise too.
I understand TTs wanting to have a public discusion where he feels he will be treated more fairly if 'others' are watching. (prolly coulda picked a better place but, who am I to judge?)
I also understand 1F having to reply, again, because 'others' are watching.
Now as I see it 1F made a mistake. (site problems, deletion ect.)
TT made a mistake too. Why in the heck didn't you make back ups? (don't answer - I have heard it all before)
My tech support is suposed to do them for me, but I often make my own BUs on my own PC, just in case.
1F already apoligised, and nobody has taken this situation lightly OK?
If they offered to help you recover for free, and then give you time, say 2 to 3 weeks (max) to move out, plus refund your hosting fees you paid, what more can you ask for? Split the diff and give TT half of what he thinks he has lost. (keep in mind I know nothing of pounds vs dollars, so I don't know if that is reasonable)

Still nobody wins, but each can lick thier wounds with a moist tungue.

Have a great day!

Raiak

I think ck has made it pretty clear he will consider reimbursing you, just not the whole amount your talking about. Since you've asked for a reimbursement in Pounds, I’m guessing you’re in the UK. If that’s true, you should know better than myself, that even with companies in the UK, you never get the full reimbursement back, why think the US will be any different.

Like I have said numersous times. There has never been any offer or compromise whatsoever, they are merley words.

Infact, if it had of been a company in the UK, you’ll have found yourself a multi-thousand pound law suite for slander.

Just to so you know 'slander' is spoken ;)

But I have proof of everything that I have said. So NO its not 'slander' as you put it.

---------------------------------------------------------------------

ATST
TT made a mistake too. Why in the heck didn't you make back ups? (don't answer - I have heard it all before)

Please read the first post I made.

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Final note:

Onefusion have not made any attempt at a compromise regarding this situation. In fact they have simply ignored all my emails that I have sent (after I submitted my claim). This is the only reason, as to why I have had to voice my views publicly. If anyone at OneFusion would like to prove otherwise then please do.

I would also like to add, after I was initially informed that my site had been erased. I sent an email containing the following:

Just in case you are wondering I am not after money. That is not my goal. I just need this loss to be justified in some way.

I only submitted the above claim, when Caleb asked me too.

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this may not be the best place to post , but it ALWAYS produces results , and thats why people have time and time again come to the very last place they know, which is wht . I dont think this person came straight to wht , it looks as if the had emailed back and forth prior to posting on wht , and the customer still feels he has not been satisfied .I believe wht is kinda like the medium for the hosting industry . I also believe the customer has actually presented some fair information regarding the reimburstment of his losses , 1,838.98 US dollars (noon 6/5/02) is alot of money to loose . He has broken it down in what i consider reasonable price for his losses . How would the host feel if someone had done to them what they are doing to this customer ? I bet they would take the same standpoint . I dont really think people realize what this person has lost . And how unprofessional the other side is being as well . Then again had professionalism been taken place on both sides , this would be a null conversation . Now both sides suffer

You have some very good points there case.
Personally, if I was running OneFusion, this problem never would have escelated. I would have immediately seen to the damaged client's needs, refunded their full amount paid, made myself available to help the client (not just saying later on that I am willing to help, but I won't be answering my emails or the phone all the time because I am too busy).

I would like to remind people of an age old business fact.

The customer is always right.

Yes, I know, this is no longer the case in our world. IMHO The customer is 90 percent right, 90 percent of the time, or something along those lines.

I think it is the company's responsibility to ensure that their client doesn't go through hell due to their mistakes. Yeah, I know, everyone makes mistakes, there is no avoiding that. Responsibile people and organizations accept their mistakes, pay for them, and learn from them(hopefully), That is what should have been done here.

I agree, TicToc might have been able to handle this situation a little bit better... BUT... Imagine you hire a moving company to move your belongings to your new house... Everything starts out great, they have good rates and get started packing right away. One of their trucks breaks down and you have to wait an extra day to get a bunch of your things. Then this continues to happen off and on, the truck brakes down, gets going again, breaks down, runs again... You finally get moved in and you don't have to worry about the truck breaking down anymore. Then you find all of a sudden, that they shipped all of your stuff to singapore, and they don't have any way of getting it back! How would you feel?

I hope that made some sense, it might have come out a little better if I wasn't half asleep, but I think I got my point accross...

I hope that this issue can beresolved peacefully...

"Just to add. We did have a backups of our site and SQL DB', done through cpanel. Which were all corrupt. So we had to go back to 3 week old backups. All DB' have are corrupt."

TT I'm not exactly sure what you want but you were offered compensation (money back for this month) and you should have taken it.

I'm not sure why every back up of your site is corrupt, however there's nothing the forum is going to be able to do to solve your problem. Please contact them via PM/Email to discuss the resolution of this issue.