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  1. #1

    Do not use Hetzner, a lot of hidden fees

    I signed up for what I thought was a very cheap server with Hetzner about 3 months ago, and I used it for a full month and then canceled it because it was just too much for my needs.

    Then 2 months later after I canceled, I get an invoice for 2 months of server usage, which I had not used, due to me canceling it.

    This was of course ridiculous that I would have to pay 2 invoices for a server I had canceled a month before.

    I tried talking to their support and they will not help. Eventually I essentially get threatened that if I do not pay up they will send it into their debt collector. I live in a country where getting a debt, no matter the amount, will make it almost impossible for you to get loans, get a car, apartment, and many other things so I was forced to pay around 200$ for a server I had canceled after 1 month.

    If I haven't made it clear, I used my server 1st month, then I got an invoice for it and paid, then I canceled it and after I canceled it, I got 2 more invoices which I had to pay, even with my server now completely deactivated and re-used for someone else..

    Just a heads up if you guys want to use Hetzner. Their support staff are rude most of the time and they also pull a lot of **** like this.

    Edit :

    I also want to say that before I paid those 2 invoices I had their support staff confirm that I would not get any more invoices for any service.

    I have enough chat logs with their support to get my money back and avoid paying any 'debts' but I will not go thru all that trouble, but be careful when you sign up for their service.
    Last edited by nexhou; 11-15-2013 at 10:47 AM.

  2. #2
    Join Date
    Mar 2003
    Location
    WebHostingTalk
    Posts
    16,960
    How did you cancel it?

    It seems you didn't properly cancel it?
    Specially 4 You
    .
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  3. #3
    Quote Originally Posted by net View Post
    How did you cancel it?

    It seems you didn't properly cancel it?
    I canceled it via their interface but their system did not actually cancel it. It sent out an confirmation link which got sent to my spam box and the invoices basically piled up.

    I did cancel it, but they have made it incredibly inconvenient to cancel and a very slow process.

  4. #4
    nexhou

    Whenever you cancel make sure you can see same status it in your client area to avoid such issues.

  5. #5
    Quote Originally Posted by nexhou View Post
    It sent out an confirmation link which got sent to my spam box and the invoices basically piled up.
    So the server wasn't cancelled then, was it?

  6. #6
    Join Date
    Mar 2009
    Posts
    389
    There are no email confirmation links when canceling Hetzner servers, OPs story doesnt sound right..

  7. #7
    Join Date
    Apr 2009
    Location
    New York City
    Posts
    5,054
    Quote Originally Posted by softshop011 View Post
    There are no email confirmation links when canceling Hetzner servers, OPs story doesnt sound right..
    Interesting... Next time op make sure you fully cancel your services and that in the client panel next to that service it says canceled.
    /subscribe to thread

  8. #8
    Join Date
    Oct 2005
    Location
    Internet
    Posts
    1,134
    Hetzner has the most confusing billing system I've ever used, I really don't like it.

    They only invoice you on the 1st and 15th of every month.

    So if you buy a server on the 2nd, they will have it setup for you the next day or sooner, but you won't have to pay anything until they invoice you on the 15th.

    You are being charged for the days you used regardless, so really you are paying for half the days you were fronted, and for the next 15 days.

    When you go to cancel, a lot who didn't pay attention will still owe money.

    You have to cancel at least 15 days before your next invoice.
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  9. #9
    Join Date
    Apr 2005
    Location
    San Francisco, CA
    Posts
    1,029
    Very misleading post - you failed to cancel server properly and now trying to blame the provider.

    Read terms carefully and get evidence of cancellation next time.

  10. #10
    Join Date
    Nov 2003
    Posts
    536
    "PEBKAC"
    heh

  11. #11
    Join Date
    Jan 2003
    Posts
    78
    FWIW, if you go to their control panel (they call it "robot"), all you have to do is go to Main functions -> Servers, and from there select the appropriate server and go to the cancellation in the "Cancellation" tab and confirm there that you want to cancel. You'd immediately receive a confirmation email. And even if you don't receive it, because of your spam checker, you'd see the status of the cancellation process in the control panel. For instance, I have one server here where there is a big red x next to it and it states:

    "The server is currently scheduled for cancellation.

    Cancellation date: 20/11/2013"

    I found it rather easy to cancel this server, and no interaction with inept sales persons was necessary.

  12. #12
    Join Date
    Jul 2001
    Location
    Melbourne, AU
    Posts
    1,392
    Quote Originally Posted by Alexander_T View Post
    FWIW, if you go to their control panel (they call it "robot"), all you have to do is go to Main functions -> Servers, and from there select the appropriate server and go to the cancellation in the "Cancellation" tab and confirm there that you want to cancel. You'd immediately receive a confirmation email. And even if you don't receive it, because of your spam checker, you'd see the status of the cancellation process in the control panel. For instance, I have one server here where there is a big red x next to it and it states:

    "The server is currently scheduled for cancellation.

    Cancellation date: 20/11/2013"

    I found it rather easy to cancel this server, and no interaction with inept sales persons was necessary.
    So it isn't really that hard to cancel with them after all.
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  13. #13
    Join Date
    Feb 2012
    Posts
    53
    The FUD of this thread is strong...

    Seriously, i have canceled many hetzner servers and the OP story does not add up.

  14. #14
    Join Date
    Mar 2013
    Posts
    1,294
    Never had any such problem with them.

    I believe there has been a short problem with their network this morning between 11 and 12 CEST though.

  15. #15
    Join Date
    Jul 2010
    Posts
    60
    Yeah well.. their network is totally ****ed up since yesterday... They wrote something about some dos on their status page, but I'm really pissed it takes more days to solve the issue...

  16. #16
    Join Date
    Mar 2013
    Posts
    1,294
    So there IS something going on here...
    And I was blaming my stupid ISP.

  17. #17
    Join Date
    Jul 2010
    Posts
    60
    http://www.hetzner-status.de/en.html

    It's like this since yesterday noon... My servers are down every 20 minutes for 15 minutes.. Can't believe this really.

  18. #18
    Join Date
    Nov 2013
    Posts
    10
    Yes , you are thoroughly right they have some hidden fee i don't know what is it like me sometimes when i canceled a server i get 7 euro or 6 or something like that in my invoice

  19. #19
    Join Date
    Nov 2013
    Posts
    103
    Quote Originally Posted by Jason-Sm View Post
    Yes , you are thoroughly right they have some hidden fee i don't know what is it like me sometimes when i canceled a server i get 7 euro or 6 or something like that in my invoice
    Oh just like that? Perhaps they ran out of printer ink and couldnt print the invoice item completely. Did you call them to ask about it?

  20. #20
    Join Date
    Nov 2013
    Posts
    10
    Quote Originally Posted by wndml View Post
    Oh just like that? Perhaps they ran out of printer ink and couldnt print the invoice item completely. Did you call them to ask about it?
    I did one time and they tell me please pay the invoice asap

  21. #21
    Ok I'm a very old hetzner customer.. and I really love their billing system.. they charge you by the day .. suppose you rented a server on the 23rd .. used it for months.. then cancelled it on 5th.. they will charge you for the days you used this server: 23rd-5th i.e. 12 days.. I cancelled many servers -cause they constantly upgrade their hardware for cheaper prices sometimes- and never ever had any issues with them..

    check this out for example:

    EX4S (11/09/2013 - 30/09/2013) 30.39

    they made me pay for the days I used the server from 11th to 30th instead of paying for the whole month, which is really generous of them.. they don't make you pay for a whole month and say it's not our fault you're cancelling..

    all their services are billed like that except of control panels like cpanel, they give you a warning that it's billed month-to-month and if you cancelled it you will lose the rest of the month..

    I love hetzner : )

  22. #22
    Join Date
    Aug 2012
    Location
    int 0x80
    Posts
    89
    People need to research before they buy. Not buy then complain on WHT when it's not what they expected.

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