OK guys, to those of you who have seen one of my 30 or so posts, you might know that I have an unmetered raq on a 10mb connection.

I'm going to give you all that I know about this raq since they deleted all my tickets.

Today, my raq was cut off with NO prior emails or notification of ANY kind sent. They just cut if off. They did send an email WHEN they cut it off.

The ticket email said I owed them $301 more. Since every month I'm billed a certain amount (it's not $301) this was odd. And for the record they collected the monthly fee on July 13th. I called my CC company - they said Everyone's internet billed my card for $1000 (!!!) on July 13. And that put my card over, so they couldn't collect the last $301.

Of course, now that I find all this out, the billing department is closed. Why did they all of a sudden find the need to bill me for $1301 ? I dunno? Overages, I'm guessing.

Of course, they're wrong.

Back in November 2001, they ran a special at like 7 am or 8am - they offered ten cobalt raq 4is on unmetered 10 mb connections. Of course I grabbed one. It's been nothing but good to me so far.

Now, having had disputes with them before about overages, I monitored my overages LIKE A HAWK. There's some sort of bandwidth monitor when you login to the members section. As it went up, and at least THREE times when it went over the 100% mark, I called and asked if I was going to be billed. They always said "No."

Of course these calls aren't documented in the trouble tickets section. As a matter of fact, ALL My old tickets are DELETED from there except the original one. I AM POSITIVE they were there last week, because I checked on one of them - I had asked about the bandwidth thing, and they responded with something like "got the graph working, closing ticket." I just saw this ticket last week when I was showing off my bandwidth graphs in this thread:

http://www.webhostingtalk.com/showthread.php?s=&threadid=59304

Now, they're gone.

Anyways, month after month went by with me HAPPILY using my UNmetered raq pushing 1000+ gb through per month. Not a single problem.

A few months ago, they upped the bandwidth limit on the raqs from 300gb to 400 gb. So, just to make sure everything is OK, I log in to the members section, and see that instead of the normal "Your Monthly Bandwidth Quota is: 300 Gb. You have used 214.42% of your allowed Bandwidth" it was changed to:

"Your Monthly Bandwidth Quota is: 9999 Gb. You have used 10.11% of your allowed Bandwidth" So, I think "COOL, they finally figured out how to set it up right."

That was then. The other day when I was looking for my bandwidth graphics, they changed it back to:

"Your Monthly Bandwidth Quota is: 400 Gb
You have used 214.42% of your allowed Bandwidth"

Well, no problem - I think they just screwed up again. But apparently somewhere along the way they started thinking my raq was now metered. And they didn't notify me AT ALL about any billing issues, or overage billing, or ANYTHING. They just disconnected and then emailed me saying i owed $301.

So, come 9 am CST I'm calling in to straighten this out ASAP. I had expected more from such a large company who had recenlty improved their customer service. This "shoot first ask later" bit is REALLLLLLLY annoying, and wrong - especially when RACKSHACK is in the wrong.

Another rackshack horror story - lol..

Very interested :eek:

Just to make it painfully clear, every month (including this one) they have succesfully charged my card for the right amount. So it's not like I owe for 3 months of service or something.

Simple solutions:

1) File a complaint with www.bbb.org
2) Contact your credit card issuer/bank on pressing charges for fraud
3) Get a lawyer and sue them for the money they took + 10 times this money for lost business
4) Chargeback

Exactly nocsol, i would take this very seriously Garret.

And one more point, then I'm done ranting for the night:

I have three cobalt raqs with them:

The one they cut off today is:

RaQ Type: Rackshack Raq4i w/512mb/2HD/10mb Connection

When you look at the one ticket they did save, the one that is generated when you get the raq. Yes, that last part means "10 mb connection" and is, even now in the shining moment of their error, supposed to be unmetered.

The other two look like this:
RaQ Type: Rack 4i - 20Gig - 256Mb RAM
RaQ Type: Rack 4i - 20Gig - 256Mb RAM

They of course were at first allotted 300 GB/month, but now they're 400. And I never go over on those.

Definitly contact the BBB and file a complaint. Also you should seriously consider following the advice of NocSol by filling a claim with your credit card company for fraud and definitly sue for damages. This is so typical of Rackshack and I love how every few days-week there is a new one of these stories. Rackshack is known for these types of problems.

Did they offer any explaination or just turn off the box? I find it funny how they didnt contact you before they cancelled your service. :eek:

Originally posted by esdjco
Definitly contact the BBB and file a complaint. Also you should seriously consider following the advice of NocSol by filling a claim with your credit card company for fraud and definitly sue for damages. This is so typical of Rackshack and I love how every few days-week there is a new one of these stories. Rackshack is known for these types of problems.

Did they offer any explaination or just turn off the box? I find it funny how they didnt contact you before they cancelled your service. :eek:

I am peeved becase they didn't send me ONE email until right when they cut it off. Here's what the trouble ticket they opened said:

7/17/02 10:35:54 AM
Customer was unplugged for past due balance on their account. By the time your reading this escalation if the customer has not paid the bill or made arrangements to pay the balance we need to attempt the charge one last time. If we still cannot collect we need to restore / resell the server or servers on this account. If your unsure please see a supervisor regarding this. Please create a separate escalation for the restore / resell and be sure that your selecting the right IP’s for the appropriate server that needs to be restored / resold. If the account has a zero balance just be sure to update that information here and close the escalation.

Here is another ticket they opened this morning:

Problem Description: 7/17/02 10:35:54 AM
As per our Terms of Service & Acceptable Use Policy access to your server has been unplugged due to the current balance of $301.04 due on your account. Please contact our customer service department via email, chat, or phone. Once we receive payment on your account we will make your server available.

http://www.rackshack.net/chat/
cust_service@rackshack.net

RackShack Customer Service Department
713-333-7873
Mon. - Fri. 9a.m. to 7p.m. CST
Sat. 10a.m. to 6p.m. CST
Resolution Description:
7/17/02 12:45:03 PM
Unplugged


Gee thanks for just unplugging it.

So there it stands. I've written my complaint into the ticket area, we'll see what happens.

Nope - I'm not done ranting for the night:

Check this thread:

http://forum.rackshack.net/showthread.php?threadid=8081

Here's the quote I find particularly funny/unnerving:

"We are now going through our bandwidth calculations for June. We have identified out top 50 that are over their allowances. There are hundreds that are over, but we have chose that for June to only concentrate our resources on dealing with the top 50. In fact, I have already placed phoen calls to the top 10 all of which have bandwidth overages over $1000. (Just for June)

In each instance, we have double checked all switch/port assignments before making teh bandwidth charges. "

I didn't get any phonecalls from Robert Marsh. Obviously they didn't double check or else my rack would be up. GRRRRRRRRRRRRRRRRRRRRRRR

Sounds like a pretty big screwup. Wait to file BBB complaints, etc -- give them a chance to set things straight before complaining and reversing charges.

I know another person who was cut off last night (without notice) -- he wasn't over his bandwidth but they claimed they couldn't collect server fees for the past 2 or three months on two of his servers... and he has like 17 servers all on the same CC, the other 15 are fine... :uhh:

http://www.rackshack.net/bandwidth/workdir1/216.40.244.246_103.html

was that your mrtg? if so it seems backup i had it bookmarked becausei was wondering wtf are you geting 16mbit/s for when you only paying for 10mbit/s lol but i remembered it and i think its backup :)

Holy crikey, you're right. I am up.

It's funny, I called tonight, and was told in no uncertain terms that there was NO ONE anywhere to be found that could be of any sort of assistence to me. "You can call in the morning!"

Make some noise in this forum and "help" magically appears. Maybe it's coincidence and their useful CS people were munching donuts while patting each other on the back about "Project Imperial." Then they came back and saw my little ticket and set it straight.

I'd hate to see what happens to RS customers who don't know about this place. I wish I had known about it when I first joined....

Looks like they fixed it during my ranting. Here's what they put in the two tickets they had open:

7/17/02-9:57:45 PM - RackShack - RS - Investigating
I just checked with my CC company and they show a charge of $1000! I have an UNMETERED CONNECTION. I dont know why I am being billed.

The only reason I know that I was billed this was because the raq was disconnected today. I see you disconnected it because you think you are owed $301 more. This is wrong!

I am calling at 9am tomorrow morning and hopefully this will be straightened out asap.

Resolution Description: 7/17/02 10:24:45 PM
EU is on an unmetered cobalt raq 10 mb/s plan. Sending to datacenter to replug. Please then send to customer service.
7/17/02 10:31:27 PM
server is infact a 10mb raq. will replug and send to CS to correct billing

7/17/02-10:35:54 AM - Billing - Collections - Collect Money
Customer was unplugged for past due balance on their account. By the time your reading this escalation if the customer has not paid the bill or made arrangements to pay the balance we need to attempt the charge one last time. If we still cannot collect we need to restore / resell the server or servers on this account. If your unsure please see a supervisor regarding this. Please create a separate escalation for the restore / resell and be sure that your selecting the right IP’s for the appropriate server that needs to be restored / resold. If the account has a zero balance just be sure to update that information here and close the escalation.
Resolution Description:
7/17/02 10:25:48 PM
After further investigation, and the customer putting in a ticket for this, this raq looks to be on a unmetered plan. RS-Andy and I looked into this matter.



So, credit should be given where credit is due. In this case, $1000 credit is due to my CC. And I'm still calling at 9am to make sure they refund my card.

I know I sound like a free-loading loser, but I want an apology. I want them to "MAKE IT RIGHT" since they made it wrong. Plugging the rack back in was a start. An apology from someone other than a mindless phone-droid might even give me a warm fuzzy or two.




Here is how rackshack has wronged me:

1. They unplugged my rack withouth contacting me in any way. Oops! Shoot first ask later. Too bad about all your lost business.

2. They charged my card $1000 and tried to collect another $301. Oops! $1000 stolen is $1000 earned!

3. They deleted all my old support tickets. Oops! Very convenient.

4. I called to talk to someone, they told me clearly and shortly that I would have to call in the morning. Oops! 45 minutes later they're all over it. 45 minutes later this thread has 6 replies or so.

5. They lied in their forum (see one of my above posts) that they double checked all racks "to make sure" before they unplugged or billed them. Oops! No one called, no one emailed - and about 1 minute of BASIC checking would see that it's unmetered.

No, I'm not happy. :mad:

Originally posted by Garrett
Holy crikey, you're right. I am up.

It's funny, I called tonight, and was told in no uncertain terms that there was NO ONE anywhere to be found that could be of any sort of assistence to me. "You can call in the morning!"

Make some noise in this forum and "help" magically appears. Maybe it's coincidence and their useful CS people were munching donuts while patting each other on the back about "Project Imperial." Then they came back and saw my little ticket and set it straight.

I'd hate to see what happens to RS customers who don't know about this place. I wish I had known about it when I first joined....

Looks like they fixed it during my ranting. Here's what they put in the two tickets they had open:

7/17/02-9:57:45 PM - RackShack - RS - Investigating
I just checked with my CC company and they show a charge of $1000! I have an UNMETERED CONNECTION. I dont know why I am being billed.

The only reason I know that I was billed this was because the raq was disconnected today. I see you disconnected it because you think you are owed $301 more. This is wrong!

I am calling at 9am tomorrow morning and hopefully this will be straightened out asap.

Resolution Description: 7/17/02 10:24:45 PM
EU is on an unmetered cobalt raq 10 mb/s plan. Sending to datacenter to replug. Please then send to customer service.
7/17/02 10:31:27 PM
server is infact a 10mb raq. will replug and send to CS to correct billing

7/17/02-10:35:54 AM - Billing - Collections - Collect Money
Customer was unplugged for past due balance on their account. By the time your reading this escalation if the customer has not paid the bill or made arrangements to pay the balance we need to attempt the charge one last time. If we still cannot collect we need to restore / resell the server or servers on this account. If your unsure please see a supervisor regarding this. Please create a separate escalation for the restore / resell and be sure that your selecting the right IP’s for the appropriate server that needs to be restored / resold. If the account has a zero balance just be sure to update that information here and close the escalation.
Resolution Description:
7/17/02 10:25:48 PM
After further investigation, and the customer putting in a ticket for this, this raq looks to be on a unmetered plan. RS-Andy and I looked into this matter.



So, credit should be given where credit is due. In this case, $1000 credit is due to my CC. And I'm still calling at 9am to make sure they refund my card.

I know I sound like a free-loading loser, but I want an apology. I want them to "MAKE IT RIGHT" since they made it wrong. Plugging the rack back in was a start. An apology from someone other than a mindless phone-droid might even give me a warm fuzzy or two.




Here is how rackshack has wronged me:

1. They unplugged my rack withouth contacting me in any way. Oops! Shoot first ask later. Too bad about all your lost business.

2. They charged my card $1000 and tried to collect another $301. Oops! $1000 stolen is $1000 earned!

3. They deleted all my old support tickets. Oops! Very convenient.

4. I called to talk to someone, they told me clearly and shortly that I would have to call in the morning. Oops! 45 minutes later they're all over it. 45 minutes later this thread has 6 replies or so.

5. They lied in their forum (see one of my above posts) that they double checked all racks "to make sure" before they unplugged or billed them. Oops! No one called, no one emailed - and about 1 minute of BASIC checking would see that it's unmetered.

No, I'm not happy. :mad:

glad the box is backup hope they refund you and dont make you wait months before refunding

btw.. you forgot to say thanks zac for clickin on my mrtg to let me know my boxen is backup lol :)

j/k glad your back up at least

Originally posted by zdwebhosting


glad the box is backup hope they refund you and dont make you wait months before refunding

btw.. you forgot to say thanks zac for clickin on my mrtg to let me know my boxen is backup lol :)

j/k glad your back up at least


lol thanks Zak!

Originally posted by Garrett



lol thanks Zak!

its Zac and n/p ;) have a good day / night ;)

sounds like a real rackshack nightmare

i should buy rackshacknightmares.net

then we could all sit around and write about our rackshack horror stories

lol

j/k

3 weeks ago RackShack "unpluged" my server - I did not post anywhere about this - I gave them time, and when support had time for me, my server came back up.

I don't think he should have to give them time when they make a mistake. His business is being affected.

Originally posted by Andyc
I don't think he should have to give them time when they make a mistake. His business is being affected.

I'm currently a virtual server customer, not a dedicated server customer. But this made me think... If my hosting company goes down for a couple days and loses my site because RackShack arbitrarily felt like unplugging the wrong server, I'm not going to be very forgiving. A successful reseller of a RackShack plan could easily have 1,000 angry customers after them because of one RackShack employee's stupidity.

This sort of thing should be taken pretty seriously. I'd demand an explanation from them as to exactly HOW this happened.

I cant answer your billing questions and problems as I'm not in billing, but I can assure you ONLY ONE person can/knows how to delete trouble tickets, and he does not care to delete anyone's tickets as he has nothing to do with support or customer service or Rackshack in specific, he's the DB admin for the company as there's no 'delete' button for tickets as we like to archive EVERYTHING, even your calls are logged, just not in the member's section.

And before everyone jumps on his side and tells him to file a complaint with the BBB and do a chargeback, I think it'd be a wiser idea to talk with the company first as they're interested in getting to the bottom of any mistake and none of you knows 100% what happened, NocSol ( Sharefile ) and edude. If you really cared about his problem and wanted it to be resolved much quicker, contacting the company is quicker and less abrasive.

How would you like it everytime someone had a complaint where you made a mistake, they went and did everything BUT contact your customer service department first?

Oops! Shoot first ask later. IMHO, I think a lot of these incidents occur because their product matrix is too complex. Too many 'one time offers' that are sufficiently different so the support reps can't keep up with who's on a standard offer vs. a special plan. Of course, proper (& enforced!!) controls would prevent most of this.

NOT a bash, just a thought. They're growing fast, these things happen. Still unacceptable, though.

Brandon

The bottom line is that staff need more training. Rackshack's defence is always "We have 6000 dedicated customers and 250 000 dialup customers ... bla bla" but lets face it - when the **** hits the fan you guys have no idea.

Sure, its fantastic headsurfer cruises the forums - its great that Patrick knows his stuff - Jeff has half a clue - but they aren't the only people in the company.

We screw up on occasion just like every other host out there. It is clear in this instance that we did make a mistake.

When the bandwidth calculations were being done, the Compaq 10 Mb servers were removed but we obviously missed the 10 Cobalts that we did on that promotion.

Plain and simple we screwed up. Mario, our Customer Servivce Manager (osc@ev1.net) will ensure that the charge is reversed this morning.

My personal email was in your welcome letter. If you had used that email address, chances are it would hav ebeen resolved nearly immediately.

I do sincerely regret that we erred so significantly in this matter.

However, there was more communication on this matter including an email and attempted phone call last week when the bandiwdth charges were made.

Originally posted by Patrick-EV1
I cant answer your billing questions and problems as I'm not in billing, but I can assure you ONLY ONE person can/knows how to delete trouble tickets, and he does not care to delete anyone's tickets as he has nothing to do with support or customer service or Rackshack in specific, he's the DB admin for the company as there's no 'delete' button for tickets as we like to archive EVERYTHING, even your calls are logged, just not in the member's section.

And before everyone jumps on his side and tells him to file a complaint with the BBB and do a chargeback, I think it'd be a wiser idea to talk with the company first as they're interested in getting to the bottom of any mistake and none of you knows 100% what happened, NocSol ( Sharefile ) and edude. If you really cared about his problem and wanted it to be resolved much quicker, contacting the company is quicker and less abrasive.

How would you like it everytime someone had a complaint where you made a mistake, they went and did everything BUT contact your customer service department first?

Patrick, pull up my RS number (8600) and see what happened to my tickets. They're all gone except for the one that was there when I opened the account, and the four from yesterday. Intentional or not, they are gone. MAybe not from what you can see, but when you login as "me" in the members section, they're all gone. How can you argue this?

And OF COURSE I am going to talk to your company before I take further actions with BBB or chargeback. I know it will get resolved much faster, I run an online eccomerce site.

I just called rackshack to talk to billing (it's 9:05 am CST) and got transferred to an answering machine saying that it's not business hours for the billing department. Of course I'll call back.

And to clarify, your customer service department was the VERY FIRST PLACE I WENT. No one was there, or at least that's what they told me on the phone. A few posts on WHT and then magically my ticket gets taken care of and my raq plugged back in.

The first action comment was directed to the gunslingers with the itchy trigger fingers that responded to your post. :)

I see 5 tickets open on your account:
Open Escalations
Click to View
7/17/02-9:57:45 PM - RackShack - RS - Investigating
7/17/02-10:35:54 AM - Billing - Collections - Collect Money


Closed Escalations
Click to View
7/17/02-10:35:54 AM - RackShack - Online - Past Due Balance
7/17/02-9:42:40 PM - RackShack - Online - Reboot
11/6/01-8:30:35 AM - RackShack - RS - Confirm

I even logged in as you through the member's section and got this list when I clicked on "Click here to track trouble ticket status":

Trouble Ticket Status


Open Trouble Tickets
Click to View
7/17/02-9:57:45 PM - RackShack - RS - Investigating
7/17/02-10:35:54 AM - Billing - Collections - Collect Money


Closed Trouble Tickets
Click to View
7/17/02-10:35:54 AM - RackShack - Online - Past Due Balance
7/17/02-9:42:40 PM - RackShack - Online - Reboot
11/6/01-8:30:35 AM - RackShack - RS - Confirm

I'm not sure what tickets you're referring to, but when I look at your member log, the first ticket you submitted was on 7/17:
New Trouble Ticket 68.63.216.231 7/17/02 9:42:40 PM
The rest of the log doesnt show any new tickets.

I note you have multiple accounts with different IDs, maybe the tickets are under one of those?

Originally posted by headsurfer
We screw up on occasion just like every other host out there. It is clear in this instance that we did make a mistake.

When the bandwidth calculations were being done, the Compaq 10 Mb servers were removed but we obviously missed the 10 Cobalts that we did on that promotion.

Plain and simple we screwed up. Mario, our Customer Servivce Manager (osc@ev1.net) will ensure that the charge is reversed this morning.

My personal email was in your welcome letter. If you had used that email address, chances are it would hav ebeen resolved nearly immediately.

I do sincerely regret that we erred so significantly in this matter.

However, there was more communication on this matter including an email and attempted phone call last week when the bandiwdth charges were made.

Thank you Robert Marsh for your apology. As far as emailing you to your personal email, I didn't know that was standard practice as opposed to going through your phone-droids and online tickets.

And I still dispute that I got any emails. It's very possible you could have called while I was not here so I'm glad an attempt to call was made.

I still find it unnerving that you can claim on your forums that you've double checked all the plans that you billed for overages.

"In each instance, we have double checked all switch/port assignments before making teh bandwidth charges."

You're saying your company double-checked mine and still decided I owe $1301 ?

I hate to think what happened to the other 9 unmetered raqs. Maybe they're going to have a shock when they get their CC bill.

I finally got through to billing and talked to George. He also told me that you guys aren't used to remembering the 10 unmetered raqs, etc. etc. I told him to make sure he talks to Mario to get this money charged back to my card today. I also told him I would be closely monitoring my CC and that if the charges weren't reversed asap (I'll even give you a week before I file) that the BBB could expect another complaint.

I like you guys and have even bragged on you before on this forum:

http://www.webhostingtalk.com/showthread.php?s=&threadid=53065

I posted on your forum that I wanted one of your dual CPU processors. I've had good experiences so far. I would have done business again. It just really seems your company will shoot first and ask later. It's *really* frustrating and really cause people like me a lot of needless headaches, and an inbox of emails from confused visitors.

I have confidence that you'll make sure it's done though - usually what you say here is well-followed through, since of course you call the shots there. So I hope I don't have to wade through all the BBB stuff to get my complaint resolved.

We screw up on occasion just like every other host out there. It is clear in this instance that we did make a mistake.

Well, you don't get much more honest than that. It's a nice no BS response. They fixed it, and screw ups do happen. It apparently was done without malice, and appears to be fixed.

Your damages for a few hours downtime are most likely minimal at best (unless of course you normally make a significant amount of money off your site in a period of a few hours), and that's what makes or breaks any potential lawsuit. Honestly, it would most certainly not be worth any effort or expense to consider that avenue. IMO.

It's certainly not good you had to go through that... and maybe they will toss you some extra RAM or something for your nasty RS experience... but put the ordeal in perspective and now that your card will be fully credited and you're back online... move on to fry bigger fish.

Just my 2c.

Originally posted by Garrett


Thank you Robert Marsh for your apology. As far as emailing you to your personal email, I didn't know that was standard practice as opposed to going through your phone-droids and online tickets.



Ummm..... he didn't apologize Garrett.... did he email you personally and apologize? A regret is something a person wishes they could take back because of having an ill affect on THEM... an apology is where someone is SORRY for YOUR loss and inconvience.


This is similiar to what happened to me a few months ago... I had ordered a potluck server with $1 setup and the charge was prorated since I have other servers and the prorated charge was less than $40. All was good until the next afternoon when I found out ALL my servers were offline. I called to find out why and was told because of a deliquent account. After going through 3 people to find out what the real problem was because I was not deliquent, I find out the new server I had ordered just 12 hours earlier the $30 something charge was denied. So what do they do? Pull ALL my servers offline and say my account is deliquent. So I told them that my card was good indeed and to please try the charge again while I was on the phone.... 15 seconds later I hear "hey.. it went through!".

You think they apologized??? (hahahaha... I made myself laugh).

Originally posted by Patrick-EV1
...NocSol ( Sharefile ) and edude. If you really cared about his problem and wanted it to be resolved much quicker, contacting the company is quicker and less abrasive.

Ahem *cough* Patrick *cough, cough* he contacted you several times via member area... he even posted the tickets here and RS even deleted them as he says.

How would you like it everytime someone had a complaint where you made a mistake, they went and did everything BUT contact your customer service department first?

Well as said he contacted that department several times...
But anyway... if I unplug a perfectly alright customer and even take 1000$ off his credit card AND then even demand 300$ more thus deleting his Trouble Tickets I would go to the BBB and HANG MYSELF in their lounge mate :D :D :D

I can only call this "The Art of ****ing up" :D :rolleyes: :D

stop blabbing on the problem has been fixed. :)

Originally posted by rastoma


Ummm..... he didn't apologize Garrett.... did he email you personally and apologize? A regret is something a person wishes they could take back because of having an ill affect on THEM... an apology is where someone is SORRY for YOUR loss and inconvience.

--snip--



I think this was an OK apology: "I do sincerely regret that we erred so significantly in this matter. " I would have preferred an email, as a post on the forum kind of looks like he's just trying to save face. But I'm not going to push the issue since they took care of the problem.

But they still made the problem, and while I won't be eating beans because of the money I lost during the downtime, I don't consider 10 hours of downtime a trivial issue.

Mario from customer service emailed me this morning also apologizing and stated the $1000 was credited back.

So, it looks like we're all straight.

Am I going to the BBB? Not unless my CC shows $1000 credited by this time next week (a week is generous).

Will I order another server from them? Maybe - their prices are really hard to beat. I will order one of their unmetered boxes in the near future if they ever build more. If I can find a fast network with 10 mb unmetered servers at comparable prices, I'll jump ship.

Do I think they handled the problem fairly? Yes. But I am concerned that it was only handled because I made a racket on here.

Will I recommend them to others? No. Never.

With all due respect, a personal email noting the problem would have been replied to with a personal email back or at least an email from a staff member who was charged with handling the matter.

A public post is handled in the same way .. public post, public answer.

EVERY customer is provided with my personal email. Every one in their welcome email.

Whenever I get a complaint about an unresolved issue, I assign it to a staff member to investigate and handle.

Robert

He made no excuse...just said "we screwed up." And, ironic he gets criticized for making it in public, not private, because in the non-cyber world apologies are considered of greater value when made publicly.

That said, there is graciousness and/or lack of it in both apologizing and accepting an apology.

I think Robert apologized gratiously. However, the quote below kept the acceptance from being gracious.

Do I think they handled the problem fairly? Yes. But I am concerned that it was only handled because I made a racket on here.

Does the apology make up for the problem...no...what's done can't be undone. But, still all one can do is apologize and try to make things right again and in the future.

However, the apology would make me more likely to do business with Robert if I were a potential customer.

Oh...and netsol....will there ever be a negative Rackshack thread that you will not feel compelled to add fire to? Just a word, "He who lives in a glass house should not cast stones." What do I mean by that....you suggest

I would go to the BBB and HANG MYSELF in their lounge mate Can you honestly say neither you nor your company has ever done anything to a customer or customers equal to what was done here? While I have never intentionally harmed a customer, I certainly have made mistakes or had them made by my staff that I would prefer to forget about and feel deeply regretful about.

I never said an apology should be made privately via email. I ran two sentences together so thus it was confusing.

I first made the comment that Robert did not make an apology.

Again regretting something is not apologizing for it. When a cop gives someone a speeding ticket, they sometimes regret they have to do it but don't apologize for it. When a parent punishes a child that parent regrets they had to but they don't apologize for it.

Then I was asking if he did receive an email with an apology since the post made by Robert was not one and was just curious if he did actually receive an apology or not.

Originally posted by Incognito
Can you honestly say neither you nor your company has ever done anything to a customer or customers equal to what was done here?

Nope I sure as hell have not taken money that doesn't belong to me nor have I after that even shut off a customer and even asked for more $ to top it off...

I agree that above happened due to a mistake and was NOT intentionally done BUT I cannot see when I have ever nearly done such thing.

IF you should be referring to the NY-NAC incident where we were cut off cause NAC broke their agreement with us, I can only inform you that ALL (!) clients are now having a similar server in our Colo No1 in Denver as they had in NY and also got a free month as an apology AND a free APC reboot port AND a faster server (Athlon instead of Duron).

BTW: What did RACKSHACK do to COMPENSATE the client they screwed, unintentionally though but does that make the damage less?
Am I STUPID or "SOFT" giving my clients all above extras as compensation for something that wasn't even really my fault thus my responsibility?

Mate, I think I have proven that I can comment on ANY RackShack related thread both due to my own professional background and my over 1.5 years with them!

How did I guess sharefile would be here? He can't stop babbling on because he likes to bash RS and get their clients.

Do you have new found love with the BBB? I've seen you mention them a lot recently.

Actually I am not bashing anyone. If you want to call it that though then be my guest.

This is not a RS thing actually, I would "bash" anyone who does something like this. If it "happened" to me I would compensate bigtime and bang my head against the wall not believing my incompetence. This provides that I give a damn that is ;)

I agree with Nocsol, also matt its not right to say that he is bashing RS to get their clients.. Because he doesn't even have his company name or site advertised in his signature...

:agree: NocSol

What a load of tripe and YOU KNOW IT!

I sent emails to you at two email addresses :-

headsurfer@ev1.net
askmesurfer@rackshack.net

Both complaint emails that I have yet to hear any reply from. Admitadly they were only sent on the 19th of July, but still ive not a "this is being looked into" email or anything.

THe only decent person to ever work at rackshack who cares enough to email replies and help you out is Robert Pennington. You never replied back then, I dont expect youll reply now.

Originally posted by headsurfer
With all due respect, a personal email noting the problem would have been replied to with a personal email back or at least an email from a staff member who was charged with handling the matter.

A public post is handled in the same way .. public post, public answer.

EVERY customer is provided with my personal email. Every one in their welcome email.

Whenever I get a complaint about an unresolved issue, I assign it to a staff member to investigate and handle.

Robert

No, it wasn't right for Matt from Voxtreme to make that comment.

i can see you guys running controversy against voxtreme matt :stickout

hey may have said that because of previous experience regarding sharefile posts against rackshake :o

Yes your right chrisb :agree:

Originally posted by edude
Another rackshack horror story - lol..

Very interested :eek:


LOL---There are so many other/better colo companies, I don't know why people choose RS...may-b its the cheap "eye-catching" Prices....but as the rule goes, you get what you pay for...

I'd report them to the BBB reguardless and if they don't compensate you for the downtime and unathorized charges to your credit card, I'd get a lawyer and see what you can do.

I have another horror story.

Despite sending an e-mail to rackshack, they wanted to charge me for 800gig... 10 x more than I reckon I used. They refuse to acknowledge the problem is on their end, and I have webtrends reports, ncftpd reports, and also ntop monitoring to prove it.

Have a gander..

http://forum.rackshack.net/showthread.php?s=&postid=52677

I would appreciate that phone call that we were supposed to get.

OUCH..

Doogie, I feel real bad for you. I just read your post. I was reading up on that thread just yesterday.

Really sucks man. I know how the robot thing can be. its pretty ****ty. It's like they are programmed

BTW, for anyone that cares: If you read his post, and still dont understand, go back to the first post (thread starter) and read his