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Thread: Review: Semoweb VPS
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05-24-2011, 06:51 PM #1Junior Guru Wannabe
- Join Date
- May 2009
- Posts
- 37
Review: Semoweb VPS
I bought a vps form Semoweb and paid with paypal immediately. They set it up, and it worked like a normal VPS. I transferred my files over and everything was online. Then I started getting server down notices from my monitoring service basicstate.com. Here is the final results from my few days at Semoweb for uptime. Remember, on semoweb.com they advertise in huge letters 99.99% uptime! I emailed them and they said they their SLA (non-existent) doesn't cover hardware down time. Right... So I guess this is a "network uptime" SLA... in which case I still can't access my server as seen below...
date uptime dns connect request ttfb ttlb
2011-05-23 88.54 0.022 0.058 0.058 0.472 0.781
2011-05-22 100.00 0.021 0.062 0.062 0.791 0.959
2011-05-21 100.00 0.023 0.065 0.065 0.706 1.154
2011-05-20 100.00 0.020 0.062 0.062 0.773 1.459
2011-05-19 100.00 0.068 0.113 0.113 0.836 3.278
2011-05-18 84.69 0.023 0.054 0.054 0.925 2.130
2011-05-17 100.00 0.035 0.076 0.076 0.837 1.895
2011-05-16 95.88 0.022 0.154 0.154 1.140 8.853
2011-05-15 97.65 0.023 0.052 0.053 0.508 0.895
----------------------------------------------------------------------
minimum 84.69 0.020 0.052 0.053 0.472 0.781
maximum 100.00 0.068 0.154 0.154 1.140 8.853
average 96.31 0.029 0.077 0.077 0.776 2.378
Anyway, I asked for a refund, they said they don't give refunds for VPS. I asked them what the heck their 99.99% uptime guarantee is for then? What is is guaranteed? They said they don't give refunds again. So I filed paypal dispute, then they shut down my server and replied to paypal...
5/24/2011 15:38 PDT - PayPal: Seller escalated this dispute to a Claim.
5/24/2011 15:38 PDT - Seller: This user signed up and received the product 100% if you need anything from us let us know the product is intangible we are a web hosting company.
5/24/2011 15:36 PDT - Seller: User received there VPS we are a web hosting company and all products are delivered via email and are intangible. The user claims we did false advertising because the server he was located on has an intermediate outage due to a hardware issue and was immediately resolved. The user received there product but did not like our service therefore he is lying saying eh never received it. As per our TOS we do not offer refunds on vps http://semoweb.com/vps.html
5/24/2011 15:29 PDT - Buyer: Failed to deliver as advertised.0
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05-24-2011, 07:04 PM #2Junior Guru
- Join Date
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I cannot find any sort of policy on their site dictating what they cover as part of their uptime guarantee, although as stated, they do not offer their 30-day MBG to VPS customers.
I'm sure their rep will clarify what their SLA does cover when they respond to this thread, although my suspicion is that their policy only covers network faults.
It's unlikely PayPal will refund your money as (as far as I am aware) their policy is not to honour disputes over intangibles.0
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05-24-2011, 07:16 PM #3Web Hosting Master
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Lets include the full story please, below is the whole ticket where I attempted to work with you. I don't even need to ask for a ticket as I personally dealt with you and well aware of your issues.
Client
Delete Support Ticket 05/23/2011 19:59
My server has been down more than three times since I signed up. What is the
problem? You should never restart my server except in an emergency without
notifying me well in advance.
On Sun, May 15, 2011 at 1:13 AM, SemoWeb <support@semoweb.com> wrote:
> [image: SemoWeb] <http://www.semoweb.com>
>
> Dear edited due to client privacy,
>
> PLEASE PRINT THIS MESSAGE FOR YOUR RECORDS - PLEASE READ THIS EMAIL IN
> FULL.
>
> We are pleased to tell you that the service you ordered has now been set up
> and is operational!
>
> ====================
> *VPS Login Details*
> ====================
>
> VPS Package: S512
> Hostname: snowball
> Main IP: EDITED
>
> ====================
> *VPS Control Panel*
> ====================
>
> Panel URL: edited
> Username: edited
> Password: edited
>
> ====================
> *SSH Access Information*
> ====================
>
> Main IP: edited
> Username: root
> Password: edited
> Listen Port: 22
>
> *NOTE: If you have purchased a dedicated IP you must submit a ticket
> requesting that it be applied to your VPS, This is not an automated process.
> *
>
> *If you have ordered any additional addons such as Kloxo, Webmin, Ips, Ram,
> Bandwidth, cPanel etc... you must request this via ticket as its not an
> automated process.*
>
> ====================
> *Support*
> ====================
>
> For any support needs, please open a ticket at
> http://www.semoweb.com/billing
>
> Please include any necessary information to provide you with faster
> service, such as root password, domain names, and a description of the
> problem / or assistance needed. This will speed up the support time by
> allowing our administrators to immediately begin diagnosing the problem.
>
> Please do note you have purchase an unmanaged VPS so we will only do server
> side issues.
>
> Thank you,
> SemoWeb Management
> http://www.semoweb.com
> +1 (909) 532-2809
> +1 (877) 706-SEMO (7366)
>
>
>
client edited for privacy
Client
Delete Support Ticket 05/23/2011 22:58
99.99% uptime???
date uptime
2011-05-23 88.54
2011-05-18 84.69
2011-05-16 95.88
2011-05-15 97.65
Brad S
Staff
Delete Support Ticket 05/23/2011 23:15
Hello,
We do say 99.9% Uptime. However, machines do have hardware failures at times. I'm unsure where you got the Uptime stats you gave us but that is not for all our servers. Slave 11 has just been replaced with some new hardware and we are still undergoing optimization of the server with this new hardware.
Thank you,
Brad S
http://semoweb.com
http://whmcsconfiguration.com
client edited for privacy
Client
Delete Support Ticket 05/24/2011 10:54
You say 99.99 uptime! Right on your website! Right on top! I think you owe
me a refund to say the least. Did you see those uptime stats I sent you?
This is the first week of service, and I'm not too impressed. About to start
my own vps review blog.
On Mon, May 23, 2011 at 9:15 PM, SemoWeb Help Desk <support@semoweb.com>wrote:
> [image: SemoWeb] <http://www.semoweb.com>
>
> Hello,
>
> We do say 99.9% Uptime. However, machines do have hardware failures at
> times. I'm unsure where you got the Uptime stats you gave us but that is not
> for all our servers. Slave 11 has just been replaced with some new hardware
> and we are still undergoing optimization of the server with this new
> hardware.
>
> Thank you,
>
> Brad S
> http://semoweb.com
> http://whmcsconfiguration.com
>
>
>
> ----------------------------------------------
> Ticket ID: #863640
>
> Subject: Re: New VPS Server Information
> Status: Answered
> Ticket URL:
> http://www.semoweb.com/billing/viewt...640&c=ojfDz8cw
> ----------------------------------------------
>
>
client edited for privacy
Client
Delete Support Ticket 05/24/2011 10:55
Those stats are for MY SERVER, not all your servers. Why would I care about
anything but MY WEBSITES?!
84% vs 99.99% claimed uptime. WTF
On Mon, May 23, 2011 at 9:15 PM, SemoWeb Help Desk <support@semoweb.com>wrote:
> [image: SemoWeb] <http://www.semoweb.com>
>
> Hello,
>
> We do say 99.9% Uptime. However, machines do have hardware failures at
> times. I'm unsure where you got the Uptime stats you gave us but that is not
> for all our servers. Slave 11 has just been replaced with some new hardware
> and we are still undergoing optimization of the server with this new
> hardware.
>
> Thank you,
>
> Brad S
> http://semoweb.com
> http://whmcsconfiguration.com
>
>
>
> ----------------------------------------------
> Ticket ID: #863640
>
> Subject: Re: New VPS Server Information
> Status: Answered
> Ticket URL:
> http://www.semoweb.com/billing/viewt...640&c=ojfDz8cw
> ----------------------------------------------
>
>
Dustin Cisneros
Staff
Delete Support Ticket 05/24/2011 17:47
Hello,
The issues you faced were due to hardware. We do not offer refunds for hardware issues.
========
Dustin C
Senior Sales
http://www.semoweb.com
http://www.semoweb.com/billing
http://www.twitter.com/semoweb
+1 (877) 706-SEMO (7366)
+1 (909) 532-2809
client edited for privacy
Client
Delete Support Ticket 05/24/2011 18:12
You restarted my computer three times in four days due to what hardware
issue? I am posting a nice review of your service on
webhostingtalk.comforums if you don't give me a full refund.
On Tue, May 24, 2011 at 3:47 PM, SemoWeb Help Desk <support@semoweb.com>wrote:
> [image: SemoWeb] <http://www.semoweb.com>
>
>
> Hello,
>
> The issues you faced were due to hardware. We do not offer refunds for
> hardware issues.
>
> ========
>
> Dustin C
> Senior Sales
> http://www.semoweb.com
>
> http://www.semoweb.com/billing
> http://www.twitter.com/semoweb
>
> +1 (877) 706-SEMO (7366)
> +1 (909) 532-2809
>
>
>
>
> ----------------------------------------------
> Ticket ID: #863640
> Subject: Re: New VPS Server Information
> Status: Answered
> Ticket URL:
> http://www.semoweb.com/billing/viewt...640&c=ojfDz8cw
> ----------------------------------------------
>
client edited for privacy
Client
Delete Support Ticket 05/24/2011 18:13
What the hell is your 99.99% uptime guarantee for then? You break it, then
you refuse refund because you "don't give refunds for hardware issues". I
will be sure to put that in my review on WHT.
On Tue, May 24, 2011 at 3:47 PM, SemoWeb Help Desk <support@semoweb.com>wrote:
> [image: SemoWeb] <http://www.semoweb.com>
>
>
> Hello,
>
> The issues you faced were due to hardware. We do not offer refunds for
> hardware issues.
>
> ========
>
> Dustin C
> Senior Sales
> http://www.semoweb.com
>
> http://www.semoweb.com/billing
> http://www.twitter.com/semoweb
>
> +1 (877) 706-SEMO (7366)
> +1 (909) 532-2809
>
>
>
>
> ----------------------------------------------
> Ticket ID: #863640
> Subject: Re: New VPS Server Information
> Status: Answered
> Ticket URL:
> http://www.semoweb.com/billing/viewt...640&c=ojfDz8cw
> ----------------------------------------------
>
Dustin Cisneros
Staff
Delete Support Ticket 05/24/2011 18:16
client edited for privacy,
Can you provide some type of proof of these logs that you see this much downtime?
So your saying that you would wish to cancel your service with us and would like a full refund although we do not provide refunds for vps?
I will do this in good faith if this will make things right on your end.
========
Dustin C
Senior Sales
http://www.semoweb.com
http://www.semoweb.com/billing
http://www.twitter.com/semoweb
+1 (877) 706-SEMO (7366)
+1 (909) 532-2809
client edited for privacy
Client
Delete Support Ticket 05/24/2011 18:20
I already sent you my logs, they are from basicstate.com monitoring service.
Your site says 99.99% uptime guarantee, only after I sign up do you mention
the 482182328213982139823171239721389 exceptions to this, including hardware
failure, having a VPS, etc. WTF? Do you know what false advertising is?
On Tue, May 24, 2011 at 4:16 PM, SemoWeb Help Desk <support@semoweb.com>wrote:
> [image: SemoWeb] <http://www.semoweb.com>
>
>
>client edited for privacy,
>
> Can you provide some type of proof of these logs that you see this much
> downtime?
>
> So your saying that you would wish to cancel your service with us and would
> like a full refund although we do not provide refunds for vps?
>
> I will do this in good faith if this will make things right on your end.
>
>
> ========
>
> Dustin C
> Senior Sales
> http://www.semoweb.com
> http://www.semoweb.com/billing
> http://www.twitter.com/semoweb
> +1 (877) 706-SEMO (7366)
> +1 (909) 532-2809
>
>
>
> ----------------------------------------------
> Ticket ID: #863640
> Subject: Re: New VPS Server Information
> Status: Answered
> Ticket URL:
> http://www.semoweb.com/billing/viewt...640&c=ojfDz8cw
> ----------------------------------------------
>
Dustin Cisneros
Staff
Delete Support Ticket 05/24/2011 18:24
Hello,
We have had hardware issues with this service, I have apologize how ever you continue with saying we are false advertising, threatening if we do not refund you will post on WHT, saying "WTF" in your replies etc we cant deal with it I'm sorry.
Don't get me wrong I understand your frustrated but we cannot refund you as per our TOS note I tried.... also no hosting company that im aware of applies SLA for hardware issues its something you cannot schedule nor prevent 100%.
========
Dustin C
Senior Sales
http://www.semoweb.com
http://www.semoweb.com/billing
http://www.twitter.com/semoweb
+1 (877) 706-SEMO (7366)
+1 (909) 532-2809
Client edited for privacy
Client
Delete Support Ticket 05/24/2011 18:28
Wow. I'll be sure to include this message along with all your others in my
review. I am also filing a paypal dispute since you failed to provide the
services I paid for, mostly the 99.99% uptime on your VPS which is CLEARLY
ADVERTISED AT THE VERY TOP OF YOUR SALES PAGE FOR VIRTUAL PRIVATE SERVERS.
YOU ARE THE MOST UNPROFESSIONAL HOSTING COMPANY EVER.
On Tue, May 24, 2011 at 4:24 PM, SemoWeb Help Desk <support@semoweb.com>wrote:
> [image: SemoWeb] <http://www.semoweb.com>
>
> Hello,
>
> We have had hardware issues with this service, I have apologize how ever
> you continue with saying we are false advertising, threatening if we do not
> refund you will post on WHT, saying "WTF" in your replies etc we cant deal
> with it I'm sorry.
>
> Don't get me wrong I understand your frustrated but we cannot refund you as
> per our TOS note I tried.... also no hosting company that im aware of
> applies SLA for hardware issues its something you cannot schedule nor
> prevent 100%.
>
>
>
> ========
>
> Dustin C
> Senior Sales
> http://www.semoweb.com
> http://www.semoweb.com/billing
> http://www.twitter.com/semoweb
> +1 (877) 706-SEMO (7366)
> +1 (909) 532-2809
>
> ----------------------------------------------
> Ticket ID: #863640
> Subject: Re: New VPS Server Information
> Status: Answered
> Ticket URL:
> http://www.semoweb.com/billing/viewt...640&c=ojfDz8cw
> ----------------------------------------------
>
Dustin Cisneros
Staff
Delete Support Ticket 05/24/2011 18:32
Hello,
As mentioned we do not provide refunds with our VPS product you agreed to this upon signing up, also you did sign up for 99.9 % uptime how ever SLA never applies to hardware failures or downtime caused by hardware failures.
========
Dustin C
Senior Sales
http://www.semoweb.com
http://www.semoweb.com/billing
http://www.twitter.com/semoweb
+1 (877) 706-SEMO (7366)
+1 (909) 532-2809
Client edited for privacy
Client
Delete Support Ticket 05/24/2011 18:38
You are pulling feces right out your backside. You don't have a SLA. You
don't have anything except in huge letter at the top of the page "99.99%
uptime".
Refund my money or ruin your business, I don't care.
On Tue, May 24, 2011 at 4:32 PM, SemoWeb Help Desk <support@semoweb.com>wrote:
> [image: SemoWeb] <http://www.semoweb.com>
>
>
> Hello,
>
> As mentioned we do not provide refunds with our VPS product you agreed to
> this upon signing up, also you did sign up for 99.9 % uptime how ever SLA
> never applies to hardware failures or downtime caused by hardware failures.
>
>
>
>
> ========
>
> Dustin C
> Senior Sales
> http://www.semoweb.com
> http://www.semoweb.com/billing
> http://www.twitter.com/semoweb
> +1 (877) 706-SEMO (7366)
> +1 (909) 532-2809
>
>
> ----------------------------------------------
> Ticket ID: #863640
> Subject: Re: New VPS Server Information
> Status: In Progress
>
> Ticket URL:
> http://www.semoweb.com/billing/viewt...640&c=ojfDz8cw
> ----------------------------------------------
>
>
Dustin Cisneros
Staff
Delete Support Ticket 05/24/2011 18:58
Client,
We will not be refunding your money, you have opened a dispute lets keep everything there. You will not "ruin" our business stop with your threats.
========
Dustin C
Senior Sales
http://www.semoweb.com
http://www.semoweb.com/billing
http://www.twitter.com/semoweb
+1 (877) 706-SEMO (7366)
+1 (909) 532-2809〓〓 RackNerd LLC - Introducing Infrastructure Stability
〓〓 Dedicated Servers, Private Cloud, DRaaS, Colocation, VPS, DDoS Mitigation, Shared & Reseller Hosting
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05-24-2011, 07:31 PM #4Junior Guru
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There service has been excellent for me. Dont let this review detour you from semoweb. They are a very professional company and they also have a great service at a great price. I will recommend them to anyone.
0
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05-24-2011, 07:34 PM #5Junior Guru
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@semoweb - would you mind clarifying where and what your uptime guarantee policy is? I'm curious as I can't seem to find it on your site, yet you appear to be guaranteeing 99.99% uptime without excluding/including anything.
Last edited by sirius; 05-24-2011 at 07:57 PM.
0
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05-24-2011, 07:37 PM #6Web Hosting Master
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Jscott04,
Thanks for that, thats our goal is to have everyone happy this is why originally we were willing to offer the refund even though per our TOS we do notoffer them.
Once again don't get me wrong yes we had downtime on this node but it was due to hardware not network thus we don't apply any time of credit.〓〓 RackNerd LLC - Introducing Infrastructure Stability
〓〓 Dedicated Servers, Private Cloud, DRaaS, Colocation, VPS, DDoS Mitigation, Shared & Reseller Hosting
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05-24-2011, 07:43 PM #7Web Hosting Industry Expert
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0
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05-24-2011, 07:48 PM #8Web Hosting Master
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Our billing team refers to the below chart for network related outages.
99.9% - 90% = 25% credit
90% - 89.9% = 50 credit
Anything below 89.9% 100% credit for the month.
We should and I will get this added to our TOS how ever this is what we go by and clearly our issue was not network and once again we offered to still refund 100% not credit but refund 100% even though our TOS state we do not offer refunds what so ever for vps how ever this client refused to work with us and proceeded with a PayPal dispute.〓〓 RackNerd LLC - Introducing Infrastructure Stability
〓〓 Dedicated Servers, Private Cloud, DRaaS, Colocation, VPS, DDoS Mitigation, Shared & Reseller Hosting
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05-24-2011, 07:50 PM #9Junior Guru
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To be honest with you, given you haven't already got any limitations in your Terms for this guarantee and you're offering one, you should honour all claims until you've revised your Terms accordingly. Otherwise, in my opinion, that's misleading to clients who have nothing to go by other than '99.9%'.
Last edited by sirius; 05-24-2011 at 07:57 PM.
0
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05-24-2011, 07:50 PM #10Web Hosting Master
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〓〓 RackNerd LLC - Introducing Infrastructure Stability
〓〓 Dedicated Servers, Private Cloud, DRaaS, Colocation, VPS, DDoS Mitigation, Shared & Reseller Hosting
〓〓 www.linkedin.com/in/dustincisneros/
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05-24-2011, 07:51 PM #11Web Hosting Master
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〓〓 RackNerd LLC - Introducing Infrastructure Stability
〓〓 Dedicated Servers, Private Cloud, DRaaS, Colocation, VPS, DDoS Mitigation, Shared & Reseller Hosting
〓〓 www.linkedin.com/in/dustincisneros/
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05-24-2011, 07:54 PM #12Web Hosting Industry Expert
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█ Michael Denney - MDDHosting.com - Proudly hosting more than 37,700 websites since 2007.
█ Ultra-Fast Cloud Shared and Pay-By-Use Reseller Hosting Powered by LiteSpeed!
█ cPanel • Free SSL • 100% Uptime SLA • 24/7 Support
█ Class-leading support that responds in minutes, not days.0
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05-24-2011, 07:57 PM #13Junior Guru
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Yes, but it is your responsibility to tell clients what you do and do not cover before they sign up, otherwise threads like this come into existence as clients have been left to assume your compensation policy!
My suggestion to you is just to hit the refund button if possible during this stage of the dispute and go your own ways: time is money, as the old saying goes, and it's pointless arguing this out any more.0
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05-24-2011, 08:06 PM #14Web Hosting Master
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Hello,
Did you read the thread? The client agreed to our TOS upon signing up.
We offered a refund but they decided to dispute we have tried working with this client.
Its common sense if there's hardware issues you wont be refunded even our providers don't do it and I'm sure your provider does not either, If its network related rest assure we gladly grant credit according to the graph I publicly posted which our billing team uses. We have added credit to clients accounts many times thats not an issue our end accepting the fact to grant credit when due.
We apologize for the issues the client faced due to hard ware issues but it was nothing we could of avoided it happens.
As you grow CI-Theo you will understand.〓〓 RackNerd LLC - Introducing Infrastructure Stability
〓〓 Dedicated Servers, Private Cloud, DRaaS, Colocation, VPS, DDoS Mitigation, Shared & Reseller Hosting
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05-24-2011, 08:09 PM #15Junior Guru Wannabe
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This could have all been avoided by clicking refund instead of escalating to a claim that you will lose anyway. Even if you won the claim I would still issue a chargeback because you didn't provide even a week of service and I paid for a month. Shutting down a server due to a paypal dispute is a great way to get yourself involved in federal litigation. You are lucky my backup servers are already online and I suffered 5 minutes down time to change the dns.
This is about the 20th company to run me over in the VPS hosting game. I'm about to start my own VPS host so people don't have to deal with these unprofessional companies that don't know what the UCC is.Last edited by Servinator; 05-24-2011 at 08:09 PM. Reason: spelling
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05-24-2011, 08:14 PM #16Web Hosting Master
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〓〓 RackNerd LLC - Introducing Infrastructure Stability
〓〓 Dedicated Servers, Private Cloud, DRaaS, Colocation, VPS, DDoS Mitigation, Shared & Reseller Hosting
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05-24-2011, 08:18 PM #17Web Hosting Master
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If there is one thing I have learned, it's if you never read the fine print on anything else - always read the fine print when it comes to hosting.
Hosting is like a box of chocolates, you never know what you're gonna get.0
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05-24-2011, 08:25 PM #18Web Hosting Master
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Hello,
And clearly this user doesn't... this user would have issues paying a taxi for example as he/she would say I never thought you charged... ugh did you not read the rate per miles or ask before signing up or jumping on?
Its pretty much a common issue this ex client/ OP has he/she fails to read TOS a prime example of another provider they had issues with because they did not read the TOS.
http://www.webhostingtalk.com/showthread.php?t=957724〓〓 RackNerd LLC - Introducing Infrastructure Stability
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05-24-2011, 08:27 PM #19Web Hosting Master
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Did I miss something in the order of events?
Semoweb offered a 100% refund which is what the client wanted, but the client chose to dispute with paypal anyway?
Sorry but regardless of TOS a refund was offered and it would seem it was refused by the client who wanted to file a dispute, that that seems totally illogical captain..
I am with Semoweb on this one, sure down time is never good but ultimately as stated you cant plan for that hardware wise and a refund was offered and refused.█ -> INCEPTION HOSTING LIMITED Since 2010!
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05-24-2011, 08:28 PM #20Web Hosting Industry Expert
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I don't know where you get that from, we've never lost a PayPal dispute (charge-backs are another story). PayPal does not offer buyer protection on virtual/intangible services or goods and as such any claim will be closed in favor of the seller if the seller makes it clear it was a virtual service.
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05-24-2011, 08:29 PM #21Web Hosting Master
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05-24-2011, 08:42 PM #22Web Hosting Master
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05-24-2011, 08:44 PM #23Web Hosting Master
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05-24-2011, 08:55 PM #24Web Hosting Master
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I just read this post http://www.webhostingtalk.com/showthread.php?t=957724
Op seems to be generally abusive and seems to think its OK to make weak legal claims while feeling he is above any TOS.
Time to get started on a client blacklist DB module for WHMCS I think, to much of this going on now I think the hosts are going to need to band together to put a stop to it.█ -> INCEPTION HOSTING LIMITED Since 2010!
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05-24-2011, 09:04 PM #25Web Hosting Master
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