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Warning about Superb.net

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  #1  
Old 07-29-2003, 12:12 PM
jbrausch jbrausch is offline
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Warning about Superb.net


There are several other complaints about Superb.net on WHT. I should have searched here before purchasing from them. I actually thought I did... I must have found the one favorable comment about them.

Most of the other complaints end with a bunch of shills saying silly things like "It's the customer's fault... this is an unmanaged server..." Just so you know; I run 3 other unmanaged servers from three other companies. Two windows, one linux. I know the kind of service you can expect from a company selling unmanaged servers. I know what Superb attempts to do (now from personal experience... but you can search for the complaints of others to see their stories).

I ordered a server from Superb late last week. I noticed their $90/hour support item, so I asked Jose Castro using the online chat "Does that mean if the server is down; you are going to charge me for reporting a problem on your network." His answer was "We manage the network". I should have pushed for a more specific answer. I didn't.

On Monday morning, our monitoring software (hosted on one of the other dedicated servers) started reporting FTP errors with the new Superb server. I tried to connect to the server to find out what was happening. Terminal Services was refusing the connection. I reported it. I waited an hour. No response.... Server still down. I reported it again and told them that I didn't find it acceptable to ignore a customer for an hour when their service was down. No response.

Keep in mind that the home page of their web-site claims "100% uptime guarantee". Keep in mind that we had only had the server for 2 days. Keep in mind that all we had done was transfer files to it via FTP. We hadn't performed ANY configuration at all on it (trying to head off their standard response "It's the customer's fault").

I went to online chat. I got Jose Castro again. He denied his promises. He even denied that their web-site claimed "100% uptime guarantee" (which is still there BTW). He said I would have to pay for support to get help. I declined and told him to issue a refund. He refused.

About 30 emails and phone calls have been traded back and forth now. It is evident that they have no respect for the truth (so I won't be replying to their posts here). They have threatened legal action if I posted on WHT and notified the BBB. They have threated a restraining order if I contacted them again. They finally promised to issue a refund. They didn't.

In my opinion, their business ethic is the worst. It would not surprise me if they purposefully bring down servers on day 2/3 in order to blackmail some support money. Their lies, broken promises, threats, and insults in the emails I have received from them leave me with the opinion that this is a very dishonest organization.

Since I've seen their tactics, I won't be responding to them when they post here (and they will). They will also probably have shills acting like they have nothing to do with Superb also post here. I trust the readers of WHT can recognize that kind of action when they see it. I've done my part. I appreciate it when others post about their bad/good experiences with hosts, so I've done the same.

-James


Last edited by jbrausch; 07-29-2003 at 12:21 PM.


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  #2  
Old 07-29-2003, 12:35 PM
amusive.com amusive.com is offline
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Seems like you've had a lot of bad luck... you threatened a class action suit against Cedant, then moved to iPowerWeb and had more problems, and now Superb.

It seems odd the configuration would get screwed up (it sounds like a firewall issue). I haven't used Windows for hosting so I don't know what the deal could be, but it seems like Superb should consider removing that firewall software if it causes problems like this.

Had you used Terminal Services at all? Maybe logging in does something. With windows you can never be surprised. I wouldn't think it would be malicious on the part of the provider without proof though.

Also, this really doesn't fall under a "100% uptime" guarantee, those guarantees cover your network, not server availability.

You also can't expect a refund unless there is a clearly stated refund policy and you fall under its coverage.

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  #3  
Old 07-29-2003, 12:46 PM
jbrausch jbrausch is offline
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The good guys

I have posted more about the bad guys than the good guys. We host hundreds of sites on dozens of servers with dozens of vendors. The reality is that we only run into a scumbag company about one out of 25 times. Let me give some kudos to the companies we currently work with that are among the good guys:

Rackshack.net
DigitalOutrage.com
GNPHost.com
WebHostingEtc.net

-James

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  #4  
Old 07-29-2003, 12:55 PM
illogix illogix is offline
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Looks like WebHostingEtc.net copied their website from mediatemple.net

  #5  
Old 07-29-2003, 01:08 PM
chrisbond chrisbond is offline
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I also have had a very bad experence with superb - there very very keen to sell the thing to you but then once you've got the box its another matter!

  #6  
Old 07-29-2003, 01:41 PM
Superb Superb is offline
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Customer Uses BlackMail To Avoid Paying Bills

Hi,

I would like to introduce myself first off. My name is Curtis and I am the VP of Sales & Marketing (no shill). I have attempted at all levels to deal with Mr. James Brausch but to no avail (he continues to rant long after we posted back a complete refund even though we were not under any legal or moral obligation to do so).

First of all, I do apologise for the length of my response but it is necessary in order to give all the facts:

1. The customer ordered a server using a credit card which created an AVS error so we requested more info (he refused) so I overrode billing and ask them to setup the server anyway (which the customer took as a personal affront though as anyone can tell you a company takes great risk with their merchant account when ignoring warnings about potential CC frauds especially on the Internet today)

2. Customer received server but for some reason he (unlike any of our sys admins) is unable to access the server which most of you here know often means some sort of user failure (I will not say he did something wrong because when I tried to look into the matter he refused to enter a support request) Having a LiveChat with a sales person who is unable to fix a server does not constitute a request for support which is why he was asked to put in a support request.

3. He then claims the 100% Uptime Guarantee - which is a network guarantee & this issue has nothing to do with as illustrated here:
100% Network Uptime Guarantee

4. He continues to refuse to put in a support request and demands a 100% refund threatening us with some of the things I will copy below but posting his slander here was one of them. BTW, he claims that he had to pay for support but had he even tried to request support, he would have known we include
1 Hour (4 -15 minute support credits) with every server

5. I contacted him personally to discuss his threats - he hung up the phone demanding a complete refund (which is contrary to the Agreement he had with us) - which btw, I was willing to give him had he shown some form of reasonable cause for his displeasure (other than his threats while in LiveChat mode).

6. Then the nonsense really got going. The threats - which I must admit were on both sides but ours were realistic at least as you will see when you read further. We did have the right to demand payment and not to refund his setup fees and first month payments - see our Cancellation Policy as per our Terms of Service

7. We decided that the customer was not exactly stable and therefore not accountable for entering into any form of service agreement and decided to give him a full refund but he continues to plague us because his credit card company (norm is 2-8 days) has not posted back his credit - we even sent him the full confirmation details which he now has.

8. He has threatened this action and others in an attempt to extract payment for his time (forget that he has wasted the time of countless people here at our company). See his emails shown below.

I hope that anyone reading this realises that this is someone who needs more help than we are able to give him in a variety of ways.

Thank you for your time. Normally I do not even bother with such blatant attempts to extort money from our company however this was so outrageous I felt I need to answer.

Curtis
------------------------------------------------------
Hi Curtis,

It is you who have wasted my time by committing fraud. You refused to
provide the service you promised. You refused to refund my card. It is
your issue. You are committing a civil and crimal act. You will be held
accountable. There is no court in Canada nor the United States who would
issue a restraining order for a consumer trying to correct a fraudulent act
by a vendor. You are welcome to try.

Your time is now up. I will keep my promise. I will now be posting my
experience on WHT, notifying your local BBB (who has already processed one
complaint against you... so this one will result in an unsatisfactory
rating) and initiating the chargeback.

You now have 24 hours before I take the next step. Phase II is a surprise.
You'll know it when you see it.

BTW, you now owe me $1,560 for wasting my time.

You have until 9:41 Wednesday morning now before I take my next actions.
It's never too late to do the right thing.

You now owe me $120. You did not call to "work something out" (and there is
nothing to work out). You called to refuse a refund for the services you
never rendered. Since it is obvious that you intend to act in bad faith, I
will also pursue the $1,320. That's a total of $1,440 in wasted time plus
the refund for the services you never rendered. BTW, the server is still
unreachable.

You have until tomorrow morning to remit the refund before I begin the
promised actions. We have a 100% recovery rate from scum bag companies like
you. You'll see.

Fraud doesn't pay. Eventually you'll defraud the wrong customer and learn
your lesson. I am that customer!

-James Brausch

  #7  
Old 07-29-2003, 02:07 PM
chrisbond chrisbond is offline
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Curtis, be it not related or not to this issue i've had similar experences with your customer services promising things that just isnt there. Lucky, i managed to only pay the setup fee and get out of the rest.

What is very concerning to see is that you are constantly getting yourself a bad name for yourselfves on this board. You would think after the first few times you would do something about it. Incidently, it was the same sales jose that I dealt with.

Another point from looking at a customers point of view is that they are constant reports on here that someone will buy a server from you then suddenly not be able to access there box. Then get charged for having to call for a setup issue.

  #8  
Old 07-29-2003, 02:31 PM
hjass hjass is offline
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I think that it is quite obvious here to everyone that chrisbond
is jbrausch under disguise, given that what is said there holds no factual nor logical basis.

  #9  
Old 07-29-2003, 02:34 PM
chrisbond chrisbond is offline
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hjass - i dont think so somehow - im based in the united kingdom - i will privmsg you my mobile number to speak to me if you want.

  #10  
Old 07-29-2003, 02:35 PM
amusive.com amusive.com is offline
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Location: Seattle, WA
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Quote:
Originally posted by chrisbond
hjass - i dont think so somehow .
You don't THINK you're posting as someone else?

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  #11  
Old 07-29-2003, 02:36 PM
chrisbond chrisbond is offline
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They can check there records and they will find that im a completly seperate customer not even related to the guy thats on moaning on the system.

  #12  
Old 07-29-2003, 02:39 PM
hjass hjass is offline
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If I am mistaken, then please do accept my sincere apologies. This was just given what I've seen on the sidelines this jbrausch being capable of.

I just meant that since we've only twice had any 'bad' posts about us, and both of those were resolved and everyone agreed that there were no problems on our side (save once may be a slight human error, which can happen to anyone), that was why what was said didn't make sense. I mean, we have a better reputation on WHT than any other competitor, as we have far less negative posts about us than anyone else. Every company will run into a totally unreasonable customer once in a while who just can not be helped and refuses to listen to reason, which I think everyone realizes and sees is clearly apparent.

I can wholeheartedly say that while everyone makes mistakes and errors, in the rare cases that it is so, we are very, very generous and forthcoming indeed and do all in our power to please the customer. (In fact, I often think that we go too far... but again, I don't get involved in such cases myself, that is up to Sales, Marketing and Operations departments and I let their heads act accordingly, though sometimes I do think that we are being overly generous... but then again, nothing makes me or anyone else here happier than turning an unhappy customer into a happy one and to have the customer send us a card, or a gift - which does happen quite frequently. It's always sad when in some cases it just can not be so, no matter what we do.)

  #13  
Old 07-29-2003, 02:42 PM
chrisbond chrisbond is offline
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Far enough but i was only expressing my opionion of how I was treated whilst i had a server with you.

I agree with the unreasonable customer comment - you cannot please everyone, if you look at it from my point of view though some of the things he said was similar to some bits that happened with me.

  #14  
Old 07-29-2003, 02:42 PM
lstewart lstewart is offline
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Re: Warning about Superb.net

Quote:
Originally posted by jbrausch
"...
I ordered a server from Superb late last week. I noticed their $90/hour support item, so I asked Jose Castro using the online chat "Does that mean if the server is down; you are going to charge me for reporting a problem on your network." His answer was "We manage the network". I should have pushed for a more specific answer. I didn't.
..."
It should be mentioned that the *technical issues* you had were never brought to the attention of *technical support*. Calling your sales person about a technical problem BEFORE it is resolved, is really not the best way to get a resolution. If you want to adjust your billing or pursue some kind of service agreement change after the fact, thats another story.

Here is the actual chat transcript where you refused to contact technical support about the issue and where Jose was extremely helpfull (while offering to do it for you).

Quote:
"<mod removed>"** You are now speaking with Jose Castro, Superb Sales. **
Jose Castro : Hi there
James : Hi; we've been down for over an hour with no response
Jose Castro : I saw an e-mail from you today
Jose Castro : You can not connect via Terminal Services correct?
James : right
James : ftp was also down for about 10 minutes coincident with the start of the problem
James : it is now up
Jose Castro : I am able to ping your server
James : i'm sure it will respond to a ping if it responds to ftp
James : What are we going to do here?
James : A server that I can't connect to for over an hour is useless
James : Support that doesn't even respond within an hour is useless
James : Do I just need to cancel this order and move on?
Jose Castro : Hi James, I understand your frustration
Jose Castro : Have you opened a support request via sls.superb.net?
James : No; And I don't intend to.
James : I have your transcript where you promise that you manage the network
James : there is no need to pay for such support
James : They main page of your web-site guarantees 100% uptime
Jose Castro : James, I do understand this situation and yes we do manage the network and constantly improve it
Jose Castro : Yes we do
James : Fine... Cancel my order
Jose Castro : I can open the ticket for you if you wish
James : If I don't receive a refund in 24 hours, I'll be contacting the BBB

Your party has left this session.


Last edited by anon-e-mouse; 08-08-2003 at 09:01 AM.
  #15  
Old 07-29-2003, 02:48 PM
amusive.com amusive.com is offline
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Location: Seattle, WA
Posts: 3,084
Quote:
Jose Castro : Have you opened a support request via sls.superb.net?
James : No; And I don't intend to.
Pretty much sums it all up.

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