Pursuant to my previous post (http://www.webhostingtalk.com/showthread.php?s=&threadid=62639), here is my complaint about Tranxactglobal.com:

Two weeks ago today (July 10th), I ordered a new server from them. I paid for it (and a RAM upgrade) with my credit card, and all charges went though. An excerpt from the confirmation email:
We have received your dedicated server order, and will process it as soon as possible. If you do not hear from our sales or support department within 72 hours, please alert them by email at jhinkle@tranxactglobal.com or via our online helpdesk at http://www.tranxactglobal.com/support/users/.
After a week of hearing nothing, I sent the following email to Jeff Hinkle (jhinkle@tranxactglobal.com):
Hi,

I ordered a server a week ago for LyricFind.com, and still haven't heard anything about it. When will it be ready? This is a bit ridiculous...I should have at least heard SOMETHING from you guys.

Darryl Ballantyne
Two and a half hours later, I received the reply:
I will check on it.
And I waited.

And waited.

And waited.

Finally, on Monday (the 22nd), having heard nothing more, I sent the following email:

Jeff,

This is absurd. It's been almost two weeks and I haven't heard a thing from you or anyone else in the company.

I don't appreciate being left without a server or any sort of expected timeline for receiving one. This is not a professional or responsible way to run a business, and I'm not at all pleased.

Either a) get the server ready IMMEDIATELY or b) refund my money, with interest, and I'll take my business elsewhere (likely to RackShack).

Sincerely,

Darryl Ballantyne
AdProject.net
http://www.adproject.net
(519)897-7321

It's now been two more days, marking a full two weeks since I ordered and paid for the server.

I'm at the point now where I'll be disputing the charge to my credit card and going elsewhere.

Needless to say, I strongly recommend avoiding Tranxactglobal.

For the record, I also have another server with Tranxactglobal for another site I run. That server also took more than the three days to set up, and a reminder email - but IIRC it wasn't more than 5 days. I'll likely be moving this server as well.

I welcome any posts from Tranxactglobal explaining what has happened here.

Darryl

They are very popular in this forum. I bet they probably had too many new orders. I guess you can always ask for full refund and find another provider.

Yes, that's probably the case; they are extremely popular and often run out of server.

However, I do think it is their error that they charge you before providing you with service. For all you know, you just paid for 2 weeks for nothing.

Peter

If that's the reason, fine - but I've gotten no response from them for the entire two weeks apart from "I will check on it." - and I've heard nothing since.

If they were out of servers, fine. I can wait a bit (though two weeks is a bit of a stretch even for that - how long can it take to get another server?) - but they should, as a BARE minimum, inform me that that is the case.

Darryl

Have you opened any support tickets on their trouble ticket system, or tried telephoning?

They are usually very fast at replying to those, and they are worth the wait btw.

Yeah, definately call Jeff. He'll sort it out for you or at least explain what's going on.

I contacted Jeff weeks ago in regards to rackspace, and he replied quickly after the first email. He said:

Let me know what we have to do to close the deal.

So I asked a few more questions and was going to buy right that day. But he never got back to me.

No, I haven't tried calling - only email. I'll try calling them later tonight, hopefully.

Not that it should have come to this...

Funny how they could be too busy with orders when they haven't had any available servers for at least 10 days (I've been checking). With all that time on their hands, you'd think they could take a few minutes to send you an email about what the holdup is.

that stinks sorry to hear about your misfortunes <-- probably spelled wrong :)

Actually, you spelled it right. :) but I think you should have used singular instead of plural.

"Misfortune" probably isn't the best word in this context.....

Peter

Originally posted by ckpeter
Actually, you spelled it right. :) but I think you should have used singular instead of plural.

"Misfortune" probably isn't the best word in this context.....

Peter

lol i spelled it correctly so that surprised me :)

That type of response seems prevalent with that company.

I gave up after trying to contact them twice.

I get 100% replies to any support tickets I open, as they have multiple staff who reply to tickets, but emailing one person when they could be busy, out of town etc is different.

During the period I have searched for a dedicated I tried to establish a contact with them.

1. 2 emails. Result: no response.
2. Phone (US business hours): answering machine.

So I decided to go elsewhere, of course.

Usually, I believe only my own experieces and all I can say is that they don't have extraordinary communication skills and perhaps they prefer to deal with big clients (several servers once).

Hi Darryl, this is indeed a poor business practice. I sure hope you *can* get your money back and go to a reputable source for your server. :bawling:

Try looking at another DV2 partner like eservers.biz

Well, I'd avoid DV2 completely in the future...

I'm surprised I haven't heard anything from TXG in this thread - I know they read these forums...

This is just so typical. Their support dept is sorta ok, but they just dont have a sales dept. Thats why ur sales emails are never answered.

This biz model is ok - they get their clients fast, mainly word-of-the-mouth. They have 0 in the cost of sales column.

The main thing is that once you get your server, they provide a reasonable service at VERY LOW COST.

So, to sum things up, dont expect everything done same minute while paying that kind of money.

I don't expect things to be done right away - but two weeks (over two weeks, now - and counting) is ridiculous.

I've also been less-than-impressed with the speed and performance of their network on my other server, but you DO get what you pay for...

I have found their network to be one of the best for the cost of it. Zero setup for $129 etc.. is a bargain for a fully burstable server I think and their support is always there when I need it.

So, to sum things up, dont expect everything done same minute while paying that kind of money.

If this company doesn't have the ability to deliver a server within two weeks and is too inconsiderate to keep a potential customer in the loop, they are not worth using. Period. We are talking about a basic level of performance that everyone is entitled to - no matter how much they are paying.

Personally, I stay away from one man hosting operations like Transactglobal because the people running them can quickly lose interest, or money, or both. If you've been satisfied with them in the past, thank your lucky stars; because this might be a sign of things to come.

One Man show? I think you need to check your facts.

Originally posted by inca

Personally, I stay away from one man hosting operations like Transactglobal because the people running them can quickly lose interest, or money, or both. If you've been satisfied with them in the past, thank your lucky stars; because this might be a sign of things to come.

Coming from a newbie does not surprise me.

So, to sum things up, dont expect everything done same minute while paying that kind of money.
It doesn't matter what he paid, the fact is he already paid for it and yet it is not here.

Another comment was made about keeping a potential customer in the loop, that is wrong, he already paid and the company already accepted the payment, thus he is A CUSTOMER, not a potential customer. Regardless, their own site says "Customers are our most valuable assests." Apparently not in this case.

I have never had a server with them, so I do not speak from experience, but if this is how they treat new customers, I will definately think twice about getting a server from them, regardless of price, getting your server online is still priority one for a dedicated server provider.

I have no idea what has transpried on both ends so it is hard for me to comment on how you have been treated, but I can say I have a server with Jeff and it has so far been a very nice experience. I have talked to him on the phone a few times and the service from the guys in the data center has been good and responsive to my request. Give Jeff another call and post the problem in their forum asking what the heck is going on.

This does not sound like the same expereince I have had with them.

Or get your money back and move on.

Apologies to all for the "one man operation" comment, had tranxactglobal confused with somebody else - "newbie" error I guess. Sorry if it diverted attention away from the more legitimate concern of customer service (or lack thereof).

I'll be getting my money back and moving on.

I have zero tolerance for customer service this bad. I'd be understanding if there was some sort of explanation provided, but there has been none.

I've also emailed Jeff with a link to this thread - still haven't heard anything, though.

Somone stole it :bawling:

Jeff, Shazad & Imran are all great to deal with, while I agree with most in saying sever setup times are absurd (1month for me) their support after sales make up for that, and heres an interesting conversation I had with Jeff he explained to me it takes longer for duals (that's all we buy)


myacendotcom: How long does it take to setup a server?
jeff: depends
myacendotcom: Ok average?
myacendotcom: And extreme cases
jeff: 5 days
jeff: 2 weeks
jeff: 2 days
jeff: best
myacendotcom: Guess what
jeff: what
myacendotcom: I have been waiting a month
jeff: what
jeff: !!!!!!!!
jeff: that is rediculous

Originally posted by Myacen
Jeff, Shazad & Imran are all great to deal with, while I agree with most in saying sever setup times are absurd (1month for me) their support after sales make up for that, and heres an interesting conversation I had with Jeff he explained to me it takes longer for duals (that's all we buy)



lol thats crazy not sure why he would'nt know about that but sorry for the long wait

Well, a friend of mine had waited 3 months to get his brand new Mercedes....now....if you compare total price and real value between a server and a Mercedes, it's easy to understand that waiting 1 month or even 2 weeks for a server is absolutely crazy. I would be ready to wait 8 months for a Ferrari...it happens...:D ...but for a computer....noway. I believe a week is acceptable...but not the 2 weeks or the month. It's clear to me that there is a problem on their way of working.

I know that my example isn't the best for the situation...but it gives a bit of tone...to the situation. We need to get back to the logical way of thinking.

And please some of you don't make it seem that some companies make us a favour, giving servers for 100$+ .

The server we ordered was a single processor. The only modification we made to their standard configuration was to double the RAM - so there's no reason why it should take this long.

As I've said before, the point is not so much that it's taken over two weeks (so far) - it's that there's been no communication from them regarding the situation to inform me of the reasons for the delay.

It's annoying either way, but I'd at least be understanding if there'd been an explanation.

Despite my newbie status, I'd like to butt in one final time - only because customer service is near and dear to my heart.

Compare Darryl's experience to one I recently had. I ordered a backup server from a company which advertised a RaQ3 with a 15 GB HD for a low setup fee and $79/mo. When I finally signed up, I learned that there was no setup fee. Then, after it was set up, I found the server had a RaQ4 OS, all current patches installed, and a 20 GB HD. And guess what - I had it within 24 hours!

Moral of story - While it's fitting and proper to point out the good aspects of a company, it makes my blood boil when the victim of bad service is held responsible - "He should be contacting this person or that" or "He shouldn't expect anything because the server is so cheap". Not only is that unfair, it simply rewards poor performance.

Originally posted by inca
Despite my newbie status, I'd like to butt in one final time
You can tell anyone who hassles you for being a newbie to get stuffed. :)

Moral of story - While it's fitting and proper to point out the good aspects of a company, it makes my blood boil when the victim of bad service is held responsible - "He should be contacting this person or that" or "He shouldn't expect anything because the server is so cheap". Not only is that unfair, it simply rewards poor performance.
You are, of course, absolutely correct. I've never understood the mindset that will reward or make excuses for poor service, but it's quite common among webhosting customers for some reason.

While I won't comment directly on this particular case, I will say that any company that doesn't prioritize customer communication is a company that doesn't deserve that business in the first place.

-Bob

If you don't like Tranxactglobal, try eServers.biz. One of our admins used to have a server there and apparently Shazad and Imran are very responsive with good communication, etc

Yeah the eservers.biz folks responds to the tickets pretty quick during business hours!

Originally posted by MikeMc
And please some of you don't make it seem that some companies make us a favour, giving servers for 100$+ .

point taken

Originally posted by MikeMc


And please some of you don't make it seem that some companies make us a favour, giving servers for 100$+ .

:agree:

I guess tranxglobal must have told the customer that they are out of stock and new server will take some time to setup ;)

Looks like these folks are doing damn good :cool:

ok - we are still fine tuning our order system that is online now - if we accidently deleted or missed your server - please email engineering@dv2.com with your order and payment details and will get it built immeduiately and give you an upgrade. Sorry if htere have been any mixups - we have the servers - that is not an issue./ Thanks - JH

It's too late - the damage has been done. I'm not particularly interested in hosting my servers with Tranxactglobal anymore.

As I said in my email, I'd like a refund.

fine - np - will process and cancel your order.

I find that dv2 does occasionally make mistakes and does occasionally have problems. However, compared to other providers, I rate them above average. And, when price is considered, I rate them excellent. Furthermore, I have found their entire staff to be responsive and dedicated. Not only do I get excellent support through their ticket system, on those occasions I needed to reach Jeff, he has always contacted me extremely quickly. His professionalism and honesty in dealing with any issues has more than compensated for any problem. And, amazingly, when he personally has made a mistake, guess what....he is open and direct in admitting it. As there is no perfect provider, I evaluate on what the provider does when imperfect. Is there setup occasionally slow? Yes. But, I am far more concerned with support after the sale, and, in that respect, am quite satisfied. And, I simply plan additional servers far enough in advance to wait.

One last remark. In the situation creating this thread...Jeff offered an immediate setup and upgrade and when the customer said no agreed to a refund as requested.

Yeah, but upgrade to what? No specifics have been mentioned, and I haven't received anything privately (still no response to ANY of my emails).

Sure, I can be bought...but not on speculation.

Aside from that, our CTO is a hell of a lot more pissed than I am...he's the one that needs to be bribed :)

Originally posted by sailor
fine - np - will process and cancel your order.

:rolleyes: :rolleyes:

I must post an update to this thread.

In the end, we stayed with TranxactGlobal.

Why? A couple reasons. Jeff upgraded the server a bit at no charge - not a lot, but a little.

In the end, though, the biggest reason was speed - we needed to move the server, and fast. The overusage charges at our old host were killing us. After talking with Jeff, the server was ready the next day - faster than we would've been able to get anywhere else, and that's what we needed at the time.

Am I completely satisfied? No. But staying there and having it ready immediately was the best solution available to me at the time, and I'm not about to make a bad business decision out of spite.

Also, since the server has been up, they've been very responsive to our questions, both technical and otherwise - so that's satisfying.

As I mentioned earlier, I've never had any problems with my other server at TXG. In that sense, I'm completely satisfied.

In the end, I give TranxactGlobal a yellow light - and hope, in time, that it will become green. They seem to be on their way there.