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Thread: TekTonic

  1. #1
    Join Date
    Dec 2004
    Location
    columbus, ohio
    Posts
    3

    TekTonic

    I've had TekTonic for almost a year. Never had much of a problem with the server, but thier customer service is absolutely terrible. I've been trying to cancel my account for more than 2 weeks now. I've never had a response except for my "billing ticket" being created. I very much wish I hadn't signed up for service with them at this point.

  2. #2
    Join Date
    Jan 2004
    Location
    Pennsylvania
    Posts
    942
    Follow the TOS for how to cancel an account. The method listed is to e-mail sales@tektonic.net. If you follow the pre-defined method as listed in the TOS your request can be processed.
    Matt Ayres - togglebox.com
    Linux and Windows Cloud Virtual Datacenters powered by Onapp / Xen
    Instant Setup, Instant Scalability, Full Lifecycle Hosting Solutions

    www.togglebox.com

  3. #3
    Join Date
    Dec 2004
    Location
    columbus, ohio
    Posts
    3
    I guess my problem was that I emailed "billing@tektonic.net" instead of "sales@tektonic.net", thinking that billing would handle this issue. ...Though it would have been nice if I got a response to any of the 3 messages I sent throughout the last 2 weeks (other than creating the billing ticket), or if someone answered the phone when I called... I will email sales now.

  4. #4
    TheWiseOne

    see PM please

  5. #5
    I second that. I've been trying to cancled since May 13th. I've tried all I can to get their attention. Finally had to call up the credit card company. There is no reason to not communicate with your customers even when they are not following some set proceedure. If you want your customers to follow a certain cancelation proceedure, you need to make it much more obvious than in the TOS, which you should have a link to on every page.

  6. #6
    Join Date
    Dec 2004
    Location
    columbus, ohio
    Posts
    3
    yep... So, it's been a day and a half since I submitted that ticket. I've still not recieved any response. In fact, the only response I've got from anyone at TekTonic was after I posted to this forum. I've searched over the site and I still haven't found that TOS document that was mentioned, so I'm hoping that emailing 'sales' was what I was supposed to do, though since they don't seem to reply to emails or phonecalls, I doubt following the TOS would result in anything different. I guess I'll have to go to the bank tomorrow if they still haven't replied and start declining charges. I'll post here again if I hear anything...

  7. #7
    Matt,
    I believe you should check your tickets too.
    I have two opened since three days, with no response at all.
    Please, I want the wonderful support I have seen in the past, to come back.
    I like tektonic service, and would like to see you do better.
    Afandina Hosting&Design Services
    www.afandina.com

  8. #8
    Join Date
    Mar 2004
    Location
    Seattle, WA
    Posts
    490
    Strange, I emailed support@ and the next day they asked for last 4 digits of cc for verify and by the night it was cancelled.

  9. #9
    I emailed every email I know @tek and no way !!!
    Afandina Hosting&Design Services
    www.afandina.com

  10. #10
    Originally posted by afandina.com
    Matt,
    Please, I want the wonderful support I have seen in the past, to come back.
    I like tektonic service, and would like to see you do better.


    me too

  11. #11
    Join Date
    Jan 2004
    Location
    Pennsylvania
    Posts
    942
    I just checked in with the staff/ticket system and from what I understand all support/technical issues are in order with less than 20 open/on hold tickets. Sales/billing is currently severely backlogged due to a huge influx of tickets (cancelations, upgrades, new accounts, add-ons, CC declined/errors, etc) and tickets are being worked on in the order they were received.
    Matt Ayres - togglebox.com
    Linux and Windows Cloud Virtual Datacenters powered by Onapp / Xen
    Instant Setup, Instant Scalability, Full Lifecycle Hosting Solutions

    www.togglebox.com

  12. #12
    Matt,
    A simple reply to the tickets is fine.
    I have god damned tickets since 21st of May, with no single response.
    Seriously, I am reading reviews of other VPS providers to go there, you are lagging horribly.
    Afandina Hosting&Design Services
    www.afandina.com

  13. #13
    Even you didn't care to answer my PM to you in the forum !!!!

    And if you have time to follow this forum and post replies here, give that time to your customers, and solve their tickets, THERE.

    Or is that time only for public relations and marketing, and let your customers go to hell ???
    Afandina Hosting&Design Services
    www.afandina.com

  14. #14
    Join Date
    May 2005
    Posts
    41
    I've got to add my voice to the dissatisfaction here.
    I signed up for a VPS on Saturday, and as of yesterday afternoon, still no server,
    even though I put a ticket in on it on Tuesday to see when I was supposed to be getting it, and they told me by the end of that work day.
    I reopened that ticket with no response, and have opened another, trying to cancel my order.
    No one answers my tickets. Nothing.
    I'm underwelmed by the service.

  15. #15
    ummmm
    snokrash257, now you are telling me they have answered a ticket two days ago, while matt said the tickets are answered in order !!
    My tickets since 21st May are not answered yet !!!
    What is going on ??
    Matt, if you don't want our business, tell us !!
    We are paying money for the service.
    An advice, re-evaluate your support staff !!
    Afandina Hosting&Design Services
    www.afandina.com

  16. #16
    This is what happened with my TekTonic account:

    In April, they have charged me for next year domain name registration, but (as it turned out) have not actually registered it. As a result, I've lost this domain and my site is not accessible for more than 2 weeks now!
    I've filed a ticket on May 8 and another one on May 13. No results.

    I've sent a number of emails after that and left them voice messages on the phone. Have no idea what else to do.

    This is the absolutely worst customer service I have ever got from any ISP/WebHosting companies.

    I'm going to talk to my attorney to see if there's any better way to get Tektonic attention.

  17. #17
    As a result, I've lost this domain and my site is not accessible for more than 2 weeks now!
    When you say 'lost this domain' what do you mean?

    Because usually there is a 60 or 90 day (can't remember which) grace period during which you can still retrieve your domain.

    Still, pretty shoddy workmanship on their part though.

  18. #18
    I'm with tektonic for 3 month
    now i have 2 VPS from them

    I choose them because of their good servers

    the firset VPS was from the planet
    the second from gnax

    good servers and good software

    they offer good planes and good prices

    only the main problem is support

    too bad support

  19. #19
    Originally posted by nucleotide
    When you say 'lost this domain' what do you mean?

    Because usually there is a 60 or 90 day (can't remember which) grace period during which you can still retrieve your domain.
    Yes, this is what I hoped they would do... They originally registered this domain for me, and I have no idea how to retrieve it now. Tektonic has the online support web interface. And when I click on "My sites->My domains" there, it shows me this helpful message:

    "There was an error accessing the requested
    Domain. If you need further assistance, Please
    contact your Administrator."

    Wish I knew how to contact him...

  20. #20
    Matt,
    You don't reply to us !!!
    Even no ticket has been answered yet, since 21st May !!!
    Afandina Hosting&Design Services
    www.afandina.com

  21. #21
    Join Date
    Aug 2004
    Location
    Houston, TX
    Posts
    1,405
    I had VPS server with em for a offsite monitoring server and it said it would be setup within 24 hours, that came and went.

    Then I still have the ticket open for my 30 day refund, so we will see how long that takes.
    Eleven2 Web Hosting - World-Wide Hosting, Done Right!
    Shared Hosting | Reseller Hosting | Dedicated | Virtual Premium Servers
    Server Locations in: Dallas | Los Angeles | Singapore | Amsterdam

  22. #22
    Any news ??
    Afandina Hosting&Design Services
    www.afandina.com

  23. #23
    I opened ticket from 1 week and no respond !!

    I think matt busy nowadays

  24. #24
    Join Date
    Aug 2004
    Location
    Houston, TX
    Posts
    1,405
    Well I will dispute the charge if I do not hear anything.
    Eleven2 Web Hosting - World-Wide Hosting, Done Right!
    Shared Hosting | Reseller Hosting | Dedicated | Virtual Premium Servers
    Server Locations in: Dallas | Los Angeles | Singapore | Amsterdam

  25. #25
    It seems this company will close !!
    Even in their forums, no response
    http://tektonic.net/forums

    I am so sorry for all the good words I said in the past and recommendations I gave about them.

    Any other VPS providers you have tried who are good (really good) ?
    Afandina Hosting&Design Services
    www.afandina.com

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