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  1. #1
    Join Date
    May 2011
    Posts
    319

    Exclamation Turnkey Internet - Be careful with what you get...

    I know they posted some pretty sweet deals online so I signed up as well, and I paid the invoice but never received the login details, when raised a ticket to ask about it, the ticket was closed with no response and no refund from them as well, now my WHMCS account with them is closed as well to make sure I can not raise another ticket about this and instant chat was closed automatically also. I won't call them scam for now but think twice before you sign up with them.

    Ticket number is [TURNKEYINTERNET #JAV-461-46915] for anyone who needs verification.
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  2. Thread Summary new client signup for TurnKey got blocked by anti-fraud systems from maxmind, and TurnKey assisted the client to resolve the issue, including a refund.

    Contributors: turnkeyinternet

  3. #2
    Join Date
    Apr 2012
    Location
    Niceville, Florida
    Posts
    192
    My impression is that they have added an overwhelming number of customers with that crazy promo that they are running. I am waiting for a resolution of a few issues myself, but right now I don't have the HTML done to put up there, so I can give them a few days to get caught up while I wait
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  4. #3
    Join Date
    May 2011
    Posts
    319
    Well, if they do not have time, how could they find time to block my WHMCS account and how do they find time to close my ticket?
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  5. #4
    Join Date
    Apr 2012
    Location
    Niceville, Florida
    Posts
    192
    A long long time ago, when I worked around customer service, one was rated on how quickly you got tickets/issues/calls closed...
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  6. #5
    Join Date
    May 2011
    Posts
    319
    LOL, and how many WHMCS accounts they closed as well
    I agree with you as I once worked in customer service as well, however the fact that they have spent so much time just to make sure I paid my money and have no chance to talk to them really puzzled me...
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  7. #6
    Join Date
    Apr 2012
    Location
    Niceville, Florida
    Posts
    192
    Don't take me the wrong way, I wasn't trying to justify anything, just to offer a possible explanation. This is certainly weird...
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  8. #7
    Join Date
    Oct 2010
    Posts
    84
    one of my friend work with them without any problem in a long time
    try to call them via tell and ask for reason
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  9. #8
    Join Date
    Apr 2012
    Posts
    133
    Wow.
    So they just closed it for no reason?
    WebTonight.co
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  10. #9
    Join Date
    Apr 2012
    Location
    Niceville, Florida
    Posts
    192
    An update, practically as I was typing something else here, I received the email that resolved the issues I had. Still very interested in the explanation behind this situation.
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  11. #10
    Join Date
    Mar 2010
    Posts
    4,487
    Hopefully turnkeyinternet who is a member here chimes in on this.

    This doesn't really surprise me anymore. Last years black friday deal, they were offering customers for their vps plans more cores than the servers had themselves.
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  12. #11
    Join Date
    May 2011
    Posts
    319
    Absolutely correct, they did not even in fact responded to the ticket and the reason why I know the tickets were closed was because they send out an email asking for my "opinion" on how they handled the ticket....which I found pretty amusing
    Quote Originally Posted by WebTonight View Post
    Wow.
    So they just closed it for no reason?
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  13. #12
    Join Date
    May 2011
    Posts
    319
    Quote Originally Posted by jdownj View Post
    Don't take me the wrong way, I wasn't trying to justify anything, just to offer a possible explanation. This is certainly weird...
    I understand and honestly I tried to think of some possible explanations as well, but unfortunately I can not find any....
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  14. #13
    Join Date
    Feb 2006
    Location
    New York
    Posts
    625
    Hello 96mb, I am sorry for any trouble you ran into here, your account was blocked by the fraud screening system on your initial signup *using a different ip than your 2nd attempted signup*. The first ip you used comes back with ngix/port80 response (looks like a proxy , which is probably why our anti fraud systems blocked your signup). The invoice you referenced shows unpaid in the billing system (but upon closer inspection at Paypal, we found your transaction Id and do confirm you made payment). Why paypal didnt block it due to our anti-fraud system, and more so, why paypal never sent it back to our billing system I'm unsure, but I've brought it to our billing manager's attention.

    I do apologize, as it looks like you did finish the payment through paypal and we have refunded it to you in full as transaction id 6XN15349DS525112P.

    Your subsequent signup, did not show payment, if that is however incorrect, and you have a 2nd transaction that paid please let us know and we can refund that as well. We showed the 2nd signup you did (from another ip) as unpaid, so the order was cancelled today after going 48 hours unpaid, and combined with the fraud-out on the first order, we closed the account.

    Now I've issued you a full refund, but due to the proxy/ip and max mind block on the initial signup's this looks to have caused all the trouble, and our billing team thought the order was a genuine fraud.

    What I've asked is our sales manager to give you a phone call in the morning, and see if we can't properly verify the order for you and see about getting you service, but for now due to your ip frauding out it's best you wait until we give you a call in the morning.

    Best wishes.
    TurnKey Internet, Inc : phone 1.518.618.0999 and 1.877.539.4638 | Contact Us
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  15. #14
    Join Date
    May 2011
    Location
    New York, USA
    Posts
    3,585
    How long ago did you signup? I know turnkey is pretty active here. I am sure they will reply here with more info.
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  16. #15
    Join Date
    Feb 2006
    Location
    New York
    Posts
    625
    Quote Originally Posted by techjr View Post
    Hopefully turnkeyinternet who is a member here chimes in on this.

    This doesn't really surprise me anymore. Last years black friday deal, they were offering customers for their vps plans more cores than the servers had themselves.
    Techjr, that's not true. We were one of the first VPS providers offering Dual HexaCore servers (12 physical cores, 24 with HT). We legitimately were offering fair-share access to up to 12 cores, and backed it up.

    Every new VPS order today is on a dual Hexa core E5645 @ 2.40GHz boxes - so yes if you upgrade to 12 cores, you get access to that many true cores. (the handful of people who got the wrong server, we moved to the hexa core boxes, if you refer to that 1 thread back on blackfriday when we were turning up half a dozen vps nodes a day to keep up).

    I didn't want this rolling in the wrong direction trying to say we don't provide what we sell. Obviously 96mb ran into a snag, and we will assist him - but don't want people jumping to conclusions based on mis-info.
    TurnKey Internet, Inc : phone 1.518.618.0999 and 1.877.539.4638 | Contact Us
    Cloud Servers | Dedicated Servers | Colocation | VPS | Mail Services | Reseller hosting
    New York / East Coast Green Datacenter
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  17. #16
    Join Date
    Apr 2012
    Location
    Niceville, Florida
    Posts
    192
    Glad to see a quick and professional reply in this. It makes much more sense now. Obviously it would be great if the anti-fraud system explained what was going on to the prospective customer, but then again if computers worked flawlessly 100% of the time, they wouldn't need us humans

    Edit: Spelling
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  18. #17
    Join Date
    May 2011
    Posts
    319
    Ok, the issue has been resolved, apologies for the initial negative thoughts, mods please close the thread.
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  19. #18
    Join Date
    Mar 2011
    Posts
    630
    Yeah I got hit by their maxmind as well. After about an hour I closed my ticket and went elsewhere. It's not a big deal, but I wish people wouldn't set their maxmind so strictly that I get marked for fraud because my phone number is the zip code directly to the west of the one my address is in. Who uses land lines anymore? We have a McDonald's here now, certainly not an AT&T store
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  20. #19
    Join Date
    Apr 2012
    Location
    Niceville, Florida
    Posts
    192
    My job requires frequent travel, so some details like my cell phone number lag behind. I probably wouldn't use a host that didn't flag me for review
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  21. #20
    Join Date
    Apr 2012
    Posts
    52
    I'm usualy hit by fraud check of hosting company and this is realy annoing only as my ISP sign my connection from different place in Italy as them switch the login point based on load of their network (i have a fixed ip but still appean one day in one city the other day at 300km from my home).
    I think could be ok have an antifraud but if I choose to pay in advance with paypal or other credit card you should be less suspicious (for a shared hosting or reseller plan, could be ok to be strict for a dedicated server with customization).
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  22. #21
    Join Date
    May 2011
    Posts
    319
    Just want to let everyone know Nick from Turnkey Internet has just emailed me and offered me first month free for the misunderstanding, although I am, quite frankly speaking, not happy with the way a new customer was treated, I am glad they have at least tried to take some action to save their corporate image/fix the problems they have had.
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  23. #22
    Join Date
    Mar 2003
    Posts
    13,394
    /closed per OP's request.
    .
    JoneSolutions.Com is on the net providing web hosting services and support 24/7 since 2001.
    .
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