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Thread: To All Victims of Santrex.net
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10-16-2012, 04:40 PM #1Newbie
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To All Victims of Santrex.net
Hi Friends,
We all know Santrex had a lot of issues/complaints in the passed but it seems they have stepped it up a notch. Their XEN and OpenVZ servers have been down for 3-4 weeks so far. Meanwhile they have been keeping my data hostage and asking me to keep paying the bills for a service I cannot use. I have tried to be reasonable with them but all they do is ignore my woes and tell me to check the network issues section.
But together, we can make a difference. Today I filed a complaint with the UK Office of Fair Trading (their company no 6877112). Seeing as they are also a Microsoft Certified Partner, I've also let them know about their shady business practices.
Still this is not enough, if you've been a victim of Santrex's horrible service, then I'll be needing your help.
We need to file complaints with all their payment providers, the UK government and anywhere they can. When people google "Santrex", the first thing they should see is a well SEO'd blog warning people not to use their service. I'm working on that as we speak.
Should you want to help, contact me by PM!0
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10-16-2012, 04:48 PM #2Junior Guru
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Well-Known SeedBox Host
I sympathize with your (data) loss and suffering, but why would you run anything like production servers with a host that offers seedboxes, etc? You know that the seedboxes are likely to murder the network, and Murphy tells us that when the seedboxes finally get raided, they will manage to grab a few legit servers as well...
Edit:
Santrex-bashing threads from WHT rank above the company website for "santrex" on Google.
Also in the top 10 is a vid of some skiddie with a booter taking the site down. Not in the top 10: The homepage.Last edited by jdownj; 10-16-2012 at 04:54 PM.
██ jdownj LLC - Web Hosting - Wireless Networking - Custom Solutions
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10-16-2012, 05:31 PM #3Web Hosting Master
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10-16-2012, 06:35 PM #4Junior Guru
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I know, and my sites are the same, my point was that like 8 out of the top 10 google hits were reasons not to use them.
██ jdownj LLC - Web Hosting - Wireless Networking - Custom Solutions
██ Niceville, Florida, USA0
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10-16-2012, 06:50 PM #5Web Host Reviewer
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For years now -- YEARS! -- Santrex has been referred to as "scamtrex" on WHT.
I always wonder why anybody (from WHT) uses them.
And anybody not yet at WHT would (as pointed out above) been brought here by a Google search.
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10-17-2012, 07:37 AM #6WHT Addict
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Hello,
I'm afraid there is some misunderstanding here, there is no need for you to waste your time trying to harm a business that did nothing to you, you have been informed that all servers on your segment including your service were moved to a new location where we operate our own equipments, hardware, connections and so on, we have advised you to clearly backup a week before the move, you have been advised already, we do not have any data that we are holding hostage in anyway, we also compensated all users with double the downtime they faced, offered 200mbit connection instead of 100mbit, as well as done our best to make the move as easy as possible, there was nothing much we could have done to make this work better, we did our best to reinstate users on the new segment, as the old segment wasn't something we can offer any longer, please be kind to email me directly at admin@santrex.net quoting this review, and I'll do my utmost best to help solve any misunderstanding.
Based on your latest tickets to us, you did not seem to have understood what happened, and based on this WHT review you said you were an unhappy customer, well you have clearly said in your ticket to us this:
"Ok. So, let's talk about future. I was a unhappy customer with Santrex. Now I'm an angry customer. Thanks for that."
So we did a good job to keep you a customer for a few months, we still WARNED you via email to backup before the move, although we have a clear terms on data at http://www.santrex.net/termsofservice.php that states the following:
4. santrex.net is not responsible for any damages your business may suffer. santrex.net does not make implied or written warranties for any of our services. santrex.net denies any warranty or merchantability for a specific purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by santrex.net.Last edited by khalouda; 10-17-2012 at 07:43 AM. Reason: Correction
Santrex Internet Services LTD
http://www.santrex.net0
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10-17-2012, 10:52 AM #7Newbie
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1) I was never contacted prior to this incident to take backups. Also, it's not like this is the first time it happened. The servers went down 3 different times.
2) I never said: ""Ok. So, let's talk about future. I was a unhappy customer with Santrex. Now I'm an angry customer. Thanks for that." so that is not my ticket.
3) I have been without a VPS now since the end of September, we're the 17th now. You still haven't even started on the XEN VPS'.
Are you just blind or stupid? Do you not read all the other comments about your company? Why do you think you're being referred to as Scamtrex? I will do EVERYTHING and I mean EVERYTHING to get your business license revoked and stop you from ripping off other people. You f*cked with the wrong guy this time.0
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10-17-2012, 10:56 AM #8Newbie
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Oh and thanks for the 200mbit connection as compensation for taking down the servers for a full month. Especially since I can't even use the connection since they're still down. Do you guys have a monkey installing these? 2 Weeks to install some servers? I know windows update takes long but your admin has been fingering his assh*le there in Germany.
I've found 6 other victims so far, all of them good cases. << snipped >>Last edited by Alex; 01-03-2013 at 05:07 PM.
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10-17-2012, 11:09 AM #9WHT Addict
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Hello,
There is no need for such language in public, and certainly we do not appreciate your comments in anyway, the downtime and data backups were advised prior to the migration, you were emailed and a copy of those emails can be shown to the public via screen shots under your account, you can find a copy under the sent emails section of your account, the servers in the old location were completely gone and as such the data was gone too, setting up new racks, ordering equipment and such could at times take longer than expected, we have no control over that, we have tried our best to give our users double time for the downtime, better hardware, better connectivity and an apology for such incident via email once the services are fully live, we have also updated our network section DAILY on which servers went live, and which are left, I'm afraid you are wasting your own time and fighting a losing battle, so good luck with that, the service is already live for some clients, so saying you have six victims isn't really something that is too serious, we have thousands of clients that waited patiently for us to resolve the case, and been understandable with the fact that a segment in one of our locations suffered badly, and accepted our compensations, it's sad what you're trying to do, and how serious you are about something that is being resolved by our management on a daily basis, if you have further issues you can contact me directly as stated before, I can personally help you further, no point in all what you're trying to do, it wont help you or help us in anyway it's just a waste of energy for both sides, we're doing what we can to reinstate all users within a timely manner, things don't always go as planned.Last edited by Alex; 01-03-2013 at 05:07 PM. Reason: Edited Quoted Post
Santrex Internet Services LTD
http://www.santrex.net0
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10-17-2012, 11:27 AM #10Newbie
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Sure, post a screenshot, we all know you don't care about your customers privacy. You could have offered a VPS in a different country.
It's been down almost A MONTH? Can you even grasp the concept of that?
I don't see how this is a losing battle, you and your polish team scam people for a living. Even if I can just keep 1 person from using your service, I would be glad I did something.
Also, what about all the other posts about your company? Are they liars too? Or is this just a coincidence.
Give me an address, direct phone number, anything? I'll come meet you in person and we'll settle this. I'll even bring a camera and record the whole incident for WHT to see. I promise I won't bash your face in.0
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10-17-2012, 11:48 AM #11WHT Addict
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Hello,
We wouldn't post your details online, we would post the copy of the email and date which is saved under your members area account, it's been two weeks, and not a month, setting up new infrastructure isn't easy, please be kind to email me directly, I will sort this out for you, yes there are negative reviews everywhere, we can't please everyone, same with any other company out there each got their ups and downs, please talk sensibly, there is no need for the extra comments, I offered you what you need to do and what we can do at this stage.Last edited by khalouda; 10-17-2012 at 11:49 AM. Reason: Correction
Santrex Internet Services LTD
http://www.santrex.net0
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10-17-2012, 12:03 PM #12Newbie
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It's fine, I'm currently in the process of setting everything up with another host. I've wasted enough time on this as it is.
Internet reviews can be harsh and not always what they seem, so I know all too well some of those complaints aren't always your fault, this is how it is with any business.
This will be my last reply, at least I've gotten my point across and not just a "Check the network issues response". That's all I wanted in the first place. It's a shame I had to do it like this.0
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10-17-2012, 01:08 PM #13Disabled
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10-18-2012, 12:07 PM #14WHT Addict
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Hi,
Our staff members can not go in details with each and every ticket especially when we have hundreds of them, our level 1 weren't aware of the exact process, only our high tech team were updating the network issues section as they go, mostly everything is up and running now, it did take time, but with such upgrade and having our own infrastructure it will mean we have a much more stable network and less problems in the future, we do apology that you felt that way, but we did our utmost best to keep everyone informed ahead, compensate accordingly and offer much higher specs for the same prices paid, also on a side note your ticket was moved to our administration department and you decided to close the ticket and launch the review, which isn't really fair but anyway, once again if you feel you need any further assistance mail me at admin@ I'll deal with it directly, thanks once again.Santrex Internet Services LTD
http://www.santrex.net0
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10-20-2012, 03:33 PM #15Newbie
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Just an FYI guys, I've already moved to another host. Also Xen DE servers for Santrex are still down.
our high tech team were updating the network issues section as they go, mostly everything is up and running now0
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10-20-2012, 03:50 PM #16Web Hosting Master
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I personally think you shouldn't harm a business and blame them for something that was your fault... you want cheap.. and thats what you got.
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10-20-2012, 05:45 PM #17Web Host Reviewer
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10-20-2012, 10:44 PM #18Newbie
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I'm not exactly hosting Facebook. It's a small time thing I do as a hobby. I have a regular job too, I can't sink all my money into top notch hosting.
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10-22-2012, 10:24 AM #19WHT Addict
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Hello,
The network issues section are CLEAR, and the emails we sent to our clients are CLEAR as well, if you would like to post comments then please post useful comments, the network issues section is dated daily with the updates that the network undergone and those only affected two to three locations out of the thirteen location we cover, therefore only a small portion of the network was affected, and that was already migrated to our new locations, such downtime should NOT take place on our new infrastructure, the new locations been planned well, yes it did take time to get setup but it's worth it on the long run across all our network, once again we do apologise for the downtime caused.Santrex Internet Services LTD
http://www.santrex.net0
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12-29-2012, 11:24 AM #20New Member
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Just joined to reply about santrex scam virtual mafia.
You sir are the evil. Been 8 days now and i don't have my domain yet. I don't know why does your company still exist after SOO MANY frauds, scams, etc you are doing to everyone.
So guys what should i do now?
Here is the full chat with them (still going on):
Me- Hello! I bought a domain 4 days ago name www dot networkfame dot com, and it is still in pending. Please i need a solution ASAP.
Thank You!
Sam Prakash || Staff= Hi
I've transferred your ticket to the relevant department that will be dealing with your request/issue as soon as they can.
This can take any time from 1 to 24hrs to complete (Might take slightly longer during weekends).
Thank you for your patience.
Regards,
Sam Prakash
Level 1 Tech Support
Santrex Internet Services LTD
(3 days later)
Me- Hello! Been almost one week now, and my domain is still in pending?
Please fix it, I've never seen this in any other web hosting company. This isn't professional at all.
Santrex- Ali Cook || Staff
Hello,
We are working on your domain registration. We apologize for any delays occurred.
Once our domain registration panel is fixed we will register it ASAP.
Sales/Billing departments working hours: Mon-Fri, 7 AM to 3 PM, U.K. local time (GMT)
Prompt reply is not guaranteed after working hours and during weekends.
Regards,
Ali Cook
Billing manager
A.Cook@santrex.net
Santrex Internet Services LTD
Me- 7 days? When will you register it, in other 7 days?
Me- I don't care much about the 14$, i just need the domain name. This way (maybe you don't care) , you will lose a client. I should put my website up and running, but because of incompetence of your, I can't.
Santrex- Ali Cook || Staff
Hello,
We will do our best to register your domain.
Sales/Billing departments working hours: Mon-Fri, 7 AM to 3 PM, U.K. local time (GMT)
Prompt reply is not guaranteed after working hours and during weekends.
Regards,
Ali Cook
Billing manager
A.Cook@santrex.net
Santrex Internet Services LTD
me- I don't need good words, i need results. What the hell is wrong with you?? I'm not asking for something that i didn't pay for. It is my right.
Ensure reliable service to our customers
Ensure security and privacy of our systems and network, as well as the networks and systems of others
Comply with existing laws
Maintain our reputation as a responsible service provider
Your behave is against your T.O.S.
I told before that I don't want the damn money back, just give me the service i paid for. Is that to much to ask??
Santrex- Hello,
Once our domain registration panel is fixed we will register it ASAP.
Sales/Billing departments working hours: Mon-Fri, 7 AM to 3 PM, U.K. local time (GMT)
Prompt reply is not guaranteed after working hours and during weekends.
Regards,
Ali Cook
Billing manager
A.Cook@santrex.net
Santrex Internet Services LTD0
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12-29-2012, 11:40 AM #21Web Hosting Master
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First from a service providers point of view... We also have in our TOS that we are NOT responsible for user data, HOWEVER, when you make the decision to move the clients data or server to another location, this goes out the window, I feel as a dedicated server provider and web host that maintains our equipment that it is our responsibility to make sure EVERYTHING is done in a professional manner.
As for other causes, HDs will fail, when, you never know, so back up!
NOW, as for cheep... Some places can offer cheep and give great service, A good business charges what they need to make a profit, we come under most in price, but I would NEVER give any less service than the most expensive place! So in short, it is the company... not the price to watch.Nexxterra.com Web Services
MassiveServers.com Web Hosting, Dedicated servers and Domain Registration - Miami, Florida, USA
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12-29-2012, 09:00 PM #22Caffeine addict
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Well when it comes to things like this it would be best to contact authorities who are responsible to deal with business crime. Even better if that company is situated in your country or have in any way business inside your country. Depends on country law but in most of the countries you just need to point/show a valid proof for a crime (like fraud ect.) and then that agency will take the case in their hands. Even if the company is situated outside of your country and dont want to colaborate with your local authorities they can (and they will) proceed with a case and at the end judge will make a sentence. In case the company is outside of your country the court will send a verdict to the (local) court where is situated accused company and then you have two options: 1. court can accept entirely the verdict and proceed with action or change the verdict but cant put in action before court in your country say they are ok with that. Either way this is not your concern anymore. Things like TOS, FAQ, etc cant make any valid point if agency or court think that company made business crime (one example can be so called onerous contract) and will completely neglect anything from TOS/FAQ and proceed with charges... In reality is ofc little more complicated then i wrote here and can vary from case to case but there is always a way to deal with crime like this or at lest you can try. Few hours what you need to spend to make a case is nothing compared to days and weeks of waiting for your product.
p.s. some things mentioned here can have different names in your country like agency can be financial police etc.Last edited by Madbunny; 12-29-2012 at 09:05 PM.
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12-30-2012, 07:24 PM #23WHT Addict
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Santrex Internet Services LTD
http://www.santrex.net0
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12-31-2012, 05:32 AM #24New Member
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Give me my domain, all im asking!!!
9 days now and still nothing. (you are only words, and nothing else)
You are really great!! Oh compensation?? I'm so lucky.
I'm too far away from UK to start a legal move against your scam company. Just give my domain.
Readin the people in the years i understood that:
2009- Santrex stole my money
2010- Santrex stole my money
2011- Santrex stole my money
2012- Santrex is still alive, and they stole my 14$. Yes im lucky, that i didn't buy anything else more expensive0
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12-31-2012, 06:11 AM #25Web Hosting Master
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There are plenty of other decent providers in Germany
You should always take backups, even more so when using a provider that's infamous for poor quality service (I dont have any personal experience, but that's how it looks with a quick WHT search). Your partly to blame for this if you don't have backups of your own data readily available.
I always request a VZDUMP of my entire VPS when i use another provider, so if anything goes wrong i can simply provide another ISP with that backup and allow them to restore my entire VPS.IT & Hosting Solutions Rotherham - Virtual6 Ltd
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