matt9b
02-28-2010, 05:27 PM
SimpleCDN is a great service - when it works.
I use SimpleCDN to deliver my software downloads. They are huge files so SimpleCDN is perfect for this - when it works. As my company relies on SimpleCDN to deliver the downloads, when they go down, we lose a lot of sales.
A year ago, all 15GB of our files were erased from our SimpleCDN account. We got flooded with customer complaints, but when we emailed SimpleCDn support about it, but they just told us we "must have asked the engineers to erase them". Of course we didn't ask anyone to erase our files. When we asked for the email to show our request to have the files erased, they replied "We don't store emails here."
SimpleCDN support can be slow to respond, and often don't reply at all. Since we now have over 30GB of files stored on SimpleCDN, with our upload speed of 1Mbps, it takes forever to re-upload the files every time they vanish.
About 2 months ago, all our files were once again erased. We emailed support, but they insisted that we "must have erased the files" ourselves via FTP. They also implied that we must have spyware or a bug on our computer that must have erased the files from their servers via FTP. We asked for the ftp log to show the erase request. No reply.
We changed computers, and this time tried using a brand new Mac. We have all new hardware and software, and a new broadband internet connection with a different ISP, we spent weeks re-uploading all of the 30GB of files. About a month ago, the files names remained but their contents vanished - the size of each file went from about 1.5GB to 0Kb, everything was lost, from all buckets. We emailed SimpleCDN support, but got the same type of reply, implying that we must have erased the files ourselves. Since there is no way for us to decrease the size of a file but keep the filename intact, all via FTP, I can't see how this would be a problem our end. Then, the actual buckets themselves suddenly vanished. There is no way for us to have done this, since you have to email SimpleCDN support to erase buckets.
By this point, after countless unresolved emails to SimpleCDN support, we had given up emailing SimpleCDN support. We spent another 2 weeks re-uploading all of our files for the ump-teenth time. This is 30GB worth of files, and they are critical to running my business. Every day spent re-uploading is a day of lost sales. Finally, everything was finished re-uploading last night. Fantastic! Hoping for the best this time. For about 24 hours everything was running smoothly. I didn't touch the FTP software. These are static files so there is no need for me to use FTP software at all once all the files are on SimpleCDN. I didn't want to risk them telling me I had sent an 'erase' FTP command again, so I didn't even touch the FTP software.
Now, about an hour ago, the file links once again deliver a '404 file not found error', and suddenly now my simpleCDN account has been erased, along with my $163 of outstanding credit.
My simpleCDN login details no longer work. The FTP details also no longer work. I clicked 'lost password' and the SimpleCDN system tells me they have no record of my account. I've lost months through the hassle of SimpleCDN, and £1000's in sales, and I feel like I'm bashing my head against a brick wall.
I suppose now they're going to tell me that I must have flown to the US, into their offices and erased my account myself. - or that they have no record of me ever existing.
I've tried calling SimpleCDN on their '24/7' support line but there is no answer. Their email support claims to reply within 4 hours for urgent requests, but we rarely receive a reply at all, and when we do, they just say it's not their problem.
It is impossible for a customer to erase his own account and take with it over $160 of credit - this has to be done by SimpleCDN on their side. The fact that buckets have been disappearing and our account has now vanished, goes to show there is some sort of system problem their end. But they just keep telling me it's my problem.
I have a backup CDN now. This was put in place, since last year SimpleCDN erased our products without warning at the end of a Christmas Sale on the same day that the download links were due to be sent, and lost us over £10,000 in refunds. So, we have a Backup CDN in place now, but they are too expensive to run off in the long term; these are huge products in terms of GB. SimpleCDN is perfect when its not erasing our files - I would like to get SimpleCDN working once and for all. I don't require anything special; just fast worldwide http download links. If SimpleCDN can't support this for whatever reason, then it would be good to know it, rather than have Support tell me there are no problems and that I should upload my files again.
I'm amazed to find no other complaints about this company online. I am one of the most patient people, I give everyone and all companies the benefit of the doubt, but this has been going on for around a year or more now, and SimpleCDN show no signs of even beginning to solve or even recognize that there is a problem.
I have over $160 credit that I paid SimpleCDN and they aren't replying to my emails. Rather than a refund, I'd rather just get this working. My question is, has anyone else actually been able to get SimpleCDN to work in the long term? And if so, how?
I use SimpleCDN to deliver my software downloads. They are huge files so SimpleCDN is perfect for this - when it works. As my company relies on SimpleCDN to deliver the downloads, when they go down, we lose a lot of sales.
A year ago, all 15GB of our files were erased from our SimpleCDN account. We got flooded with customer complaints, but when we emailed SimpleCDn support about it, but they just told us we "must have asked the engineers to erase them". Of course we didn't ask anyone to erase our files. When we asked for the email to show our request to have the files erased, they replied "We don't store emails here."
SimpleCDN support can be slow to respond, and often don't reply at all. Since we now have over 30GB of files stored on SimpleCDN, with our upload speed of 1Mbps, it takes forever to re-upload the files every time they vanish.
About 2 months ago, all our files were once again erased. We emailed support, but they insisted that we "must have erased the files" ourselves via FTP. They also implied that we must have spyware or a bug on our computer that must have erased the files from their servers via FTP. We asked for the ftp log to show the erase request. No reply.
We changed computers, and this time tried using a brand new Mac. We have all new hardware and software, and a new broadband internet connection with a different ISP, we spent weeks re-uploading all of the 30GB of files. About a month ago, the files names remained but their contents vanished - the size of each file went from about 1.5GB to 0Kb, everything was lost, from all buckets. We emailed SimpleCDN support, but got the same type of reply, implying that we must have erased the files ourselves. Since there is no way for us to decrease the size of a file but keep the filename intact, all via FTP, I can't see how this would be a problem our end. Then, the actual buckets themselves suddenly vanished. There is no way for us to have done this, since you have to email SimpleCDN support to erase buckets.
By this point, after countless unresolved emails to SimpleCDN support, we had given up emailing SimpleCDN support. We spent another 2 weeks re-uploading all of our files for the ump-teenth time. This is 30GB worth of files, and they are critical to running my business. Every day spent re-uploading is a day of lost sales. Finally, everything was finished re-uploading last night. Fantastic! Hoping for the best this time. For about 24 hours everything was running smoothly. I didn't touch the FTP software. These are static files so there is no need for me to use FTP software at all once all the files are on SimpleCDN. I didn't want to risk them telling me I had sent an 'erase' FTP command again, so I didn't even touch the FTP software.
Now, about an hour ago, the file links once again deliver a '404 file not found error', and suddenly now my simpleCDN account has been erased, along with my $163 of outstanding credit.
My simpleCDN login details no longer work. The FTP details also no longer work. I clicked 'lost password' and the SimpleCDN system tells me they have no record of my account. I've lost months through the hassle of SimpleCDN, and £1000's in sales, and I feel like I'm bashing my head against a brick wall.
I suppose now they're going to tell me that I must have flown to the US, into their offices and erased my account myself. - or that they have no record of me ever existing.
I've tried calling SimpleCDN on their '24/7' support line but there is no answer. Their email support claims to reply within 4 hours for urgent requests, but we rarely receive a reply at all, and when we do, they just say it's not their problem.
It is impossible for a customer to erase his own account and take with it over $160 of credit - this has to be done by SimpleCDN on their side. The fact that buckets have been disappearing and our account has now vanished, goes to show there is some sort of system problem their end. But they just keep telling me it's my problem.
I have a backup CDN now. This was put in place, since last year SimpleCDN erased our products without warning at the end of a Christmas Sale on the same day that the download links were due to be sent, and lost us over £10,000 in refunds. So, we have a Backup CDN in place now, but they are too expensive to run off in the long term; these are huge products in terms of GB. SimpleCDN is perfect when its not erasing our files - I would like to get SimpleCDN working once and for all. I don't require anything special; just fast worldwide http download links. If SimpleCDN can't support this for whatever reason, then it would be good to know it, rather than have Support tell me there are no problems and that I should upload my files again.
I'm amazed to find no other complaints about this company online. I am one of the most patient people, I give everyone and all companies the benefit of the doubt, but this has been going on for around a year or more now, and SimpleCDN show no signs of even beginning to solve or even recognize that there is a problem.
I have over $160 credit that I paid SimpleCDN and they aren't replying to my emails. Rather than a refund, I'd rather just get this working. My question is, has anyone else actually been able to get SimpleCDN to work in the long term? And if so, how?