Hi,

I ordered a server a while back from Fastservers.net ( paid quarterly in advance ) as I was assured that if I wasn't happy with it I would be offered a full refund within 30 days.

Things didn't work out (not the fault of fastservers whose service was great) and I asked for my refund, I sent off the letter and they acknowledged receipt.

This was a few weeks back and I'm still waiting for my money back (over $600) - they tell me it was sent a couple of weeks ago but it's never shown up and they refuse to refund the money to me on the card from which the payment was made. (which according to Visa is illegal - though I'll take that up with them later if needed).

Has anyone had experience of a refund from fastservers before and were they 'difficult' ?

Thanks in advance

considering the quality of the service, I doubt they were lying to you. I haven't presonally needed a refund from them, but just to double check, is the billing address the same on your CC as where you are located now? I've had troubles with issues like that when I move and my CC address wasn't updated so my product either got shipped there, or purchases declined, etc.

Other than that I don't know what else could be the troubles.

Have heard from them today and they're gonna bend their rules a little and do the refund back to the card.

Sorry for the false alarm folks, they'd been very professional in all my dealings with them up until the refund and have now dealt with this very fairly and professionally too - it seems it was genuinely just a case of the cheque being lost in the post and me being a little panicky.

I should see the refund on my statements in 3-4 days so will post back here to confirm.

Glad you have everything resolved. Regarding that Visa issue, if they did have refunded your back (by another means...like a business check) then it is not illegal.

I may be wrong though. If anyone knows, please feel free to correct my statement. =)

Originally posted by TradeViceroy
Glad you have everything resolved. Regarding that Visa issue, if they did have refunded your back (by another means...like a business check) then it is not illegal.

I may be wrong though. If anyone knows, please feel free to correct my statement. =)

Yep if they have a merchant account it is. Visa will yank it for not refunding on the card and instead doing it by check.

That is a big no no with visa MC due to fraud.

Okay, I wasn't sure though. However, there is something about getting a refund via other means if 30 days has passed.

Hi,

I promised to keep you updated so here we are :

It's now been 10 days and there's no sign of a refund through my credit card, I was promised it would be there in 3-4 working days.

It's now been a month since Fastservers confirmed the receipt of my cancellation letter / refund and they STILL have my $600+ dollars.

I contacted authorize.net to check if the refund transaction ID's were correct and they've confirmed that they are and that they must be being held up by Fastservers merchants.

I'm now starting to get genuinely p!ssed, so far I had a promised cheque that 'got lost in the post' then a refund that has never come through - my bullsh!t detector is off the scale.

I've just contacted Fastservers again to see what's going on, meanwhile I've phoned VISA and they're sending me a form for a chargeback as I have all the documentation here I need.

Will keep you up to date with what happens . . . .

Cheers, Lee

Ok,

I've now been trying to get someone to answer me for two days but they are NOT responding to tickets I've submitted.

I've also tried emailing Aaron Philips (the big cheese there afaik) and not received a reply there either.

I've given up trying to get the money out of them directly and today completed and sent off a chargeback request form to my bank - they reckon I'll have the money back within a few days.

I have a LOT more to post on this, I've not posted all the info in this thread as I was under the mistaken impression that Fastservers might do the decent thing and actually refund me - silly me, however I will do as soon as the money is safely back in my bank account.

I not don't believe they ever intended to honour their refund guarantee and, in my opinion, I have been lied to from the off first with a 'missing' cheque that was never sent, then with 'refunds' that were never completed. I believe they've now run out of excuses and are ignoring me hoping I'll go away - silly them.

Cheers, Lee

Greetings:

FastServers.Net has been ethical, fair in business, and never (I mean never) not refunded money, this was processed via Authorize.Net and why it did not go through is being investigated.

I will have to admit, refunds are very rare @ FastServers.Net, and have only happened three times in the past 2 years, so our experiance with this might be on the weak side. Let's hope it stays that way :)

Regards,

A month or so ago, I had an incident with their billing department. I then sent in a helpdesk ticket and it was taken care of in about 5 minutes, as are most of our FS tickets :) Have you logged into the helpdesk to verify that the ticket was not answered?

-Steven

I am a customer of FastServers.net and can't say anything bad about them, they have been great so far.

Well, there is something bad about them after all...that they never seem to have new servers. And there site does't get updated too often with announcements on server availability.

Yes, it does not result in refunds...but when existing satisfied customers have to search for alternatives cos. on WHT to host new servers, that situation is also a disappointing one.

Right now, I am here on WHT looking for alternates to FS for new servers because they never seem to have ready servers available.

Greetings:

This is very true, FastServers.Net is taking limited orders during the month of December. We did make an allotment of servers available to existing customers and provided the information in our forum as well as an e-mail to all our current customers.

It is not our intention to turn existing or even new clients away, but keeping our primary goal of providing rock solid support, network provisioning, and services is something we are striving to be the best at.

One of the reason we are accepting limited orders during the month of December is to give our staff the ability to do such things as website updates, upgrade our network, and roll out a number of service improvements.

If you have any questions please feel free to contact me directly and I can provide more details.

Regards,
Aaron Phillips

Just to finish this thread off :

I did NOT get a refund from Fastservers.

They promised a business cheque which still hasn't shown up 6 weeks later (probably because it never existed but I can't prove that).

The refund WAS put through by authorize.net but the funds were NEVER received - this means either FS did not have the money in the account (uhuh) OR it was blocked by them from going through - you decide which, either answer stinks.

In the end I had to do a chargeback against them.

As I told Aaron in my final mail to him over this mess Fastservers are either dishonest or incompetent - I'm not sure which is more worrying.

Cheers, Lee

Fastservers should really reply seriously to this issue and inform why this customer's refund still hasn't gone thru. If they depend upon WHT users for customers, then they should have a very clean image on this board.

I'm personally with Fastservers (they ARE technically sound)...but nonetheless would like to see a serious reply and effort from them regarding this issue.

Indeed. A reply from FS would be very interesting... :angry:

Greetings:

I personally have been handling this issue from the very start until the end. A refund was issued both via standard check and via a credit (Authorize.Net).

During the course of processing this refund and investigating why the refund has not happened I was told by the customer they were simply going to submit a chargeback.

While chargeback’s are certainly not something we wanted to deal with if this was going to occur the end result of a refund solution was provided.

At the point of receiving the information that customer was going to submit a chargeback I considered this case closed and finalized.

FastServers.Net obviously did not meet the expectations of refunds and these things do happen, I personally escalated this issue and took it over once I realized things were moving to slowly and it needed the attention of our management team.

Our intentions and gestures are nothing less than stellar, while this specific case did take an abnormal amount of time and in the end a chargeback took place, this is very out of the norm.

If you have any questions, concerns, comments I am definitely open to further discussion both publicly and one on one, please don't hesitate to let me know.

Regards,
Aaron Phillips