Web Hosting Talk : Web Hosting Main Forums : Managed Hosting and Services : platinumservermanagement.com with an attitude problem!

[Soldierxx]

I went with platinumservermanagement.com because they were cheap and i suppose i get what i pay for. Cheap = Poor.

I had a problem on my server so i asked them to fix it and they did, then a week later the same problem happened so i asked them to fix it again. This time they said it was fixed "permanently" so it would not happen again but a week later i got the same problem.

I was annoyed about this because they said it was permanently fixed. I contacted them asking for a professional to fix it and the next thing i know, IM BANNED. They said it was "abuse" and i was acting "childish" only because i asked for a professional to fix my problem.

So i went into live chat asking what has happened and they didnt want to have anything to do with me, i told them i wanted my account back up because i was a paying customer and i had tickets which needed to be resolved but they didnt want to hear any of it. They just told me to contact sales and then they left the conversation without even letting me reply.

Final conclusion is, you can get them to do a lot of work for only $30 and it might be worth the money if your giving them easy tasks but dont expect them to fix any real problems, if they cannot fix a problem they will probably just ban you.

[ayksolutions]

Wrong forum.

Sorry to hear about this. Check out got-management.com.

[ekeyte]

You know who else does stuff like that?

Enhanced Blue.

They're awful. They did the exact same thing to me. I started getting rude with them because they'd keep messing up PHP distributions and other dumb stuff, and they told me I was abusing them and that I ought to take my business elsewhere.

I'm a paying customer and I was receiving awful service. I'm not going to be nice and pretend like everything is okay when it isn't.

But hey, you're probably better off to just go with someone else. I wouldn't let a company push me around like that.

[Soldierxx]

Yea how can they expect us to be friendly when they cant fix our problems when thats what we pay for.

[Swizi]

All I can say is you got what you deserved. Don't ask for a professional to fix it, they are pro's.

Tell them the situation - it's not fixed, see into it.

[Soldierxx]

If they were professionals then they would not say its fixed "permanently" and then it breaks next week. They knew they could not fix it so instead they banned me to get themselfs out of the situation.

And how can you say i deserved that? Nobody deserves to be banned for saying that.

[Scott.Mc]

Originally Posted by Swizi

All I can say is you got what you deserved. Don't ask for a professional to fix it, they are pro's.

Tell them the situation - it's not fixed, see into it.

Why are they pros? The same thing happened 3 times....

[Swizi]

I've had no problems with them. Everyone makes mistakes, maybe it wasn't an error from PSM.

Oh, and here's their TOS. They took asking for a professional as abuse. I would too.

Customer Abuse
We have zero tolerance for abusive language and/or abusive behavior towards our company and/or service we provide and/or our employees. Any customer deemed at our sole discretion to be abusive to our company and/or service we provide and/or our employees will result in immediate irrevocable account termination without any refund. Threats to sue, slander, libel, etc., are all considered forms of abuse and will result in immediate irrevocable account termination without any refund.

[Soldierxx]

Originally Posted by Scott.Mc

Why are they pros? The same thing happened 3 times....

Really? I didnt know it was this bad, i thought i was just a one off but it looks like they have been doing it to other customers.

[Swizi]

He was talking about your errors, not his own.

[ServerManagement]

Here's the REAL story:

Soldierxx first signed up on 10/19/05.

He submitted 35 tickets in the first 5 days of using our service and on 10/24/05 he opened a ticket asking if he can cancel and get a refund, which we responded to saying he can cancel at anytime, but a refund would be determined at the time of the cancellation request.

He then submitted 6 more tickets in the next 3 days and on 10/27/05 asked again if he can still cancel and get a refund, which we responded to with the same exact response of he can cancel at anytime, and the refund would be determined at the time of cancellation request.

He then submitted 11 more tickets in the next 12 days and on 11/18/05 (the day before his renewal) he finally asked to cancel and requested a refund!

So in total, he used our service for 29 days, and submitted 52 tickets, and asked for a refund the day before the renewal date claiming all of a sudden he is not satisfied!

This timeline of events is pretty solid proof that he liked our service and wanted to use our service but did not want to pay for it.


If you think that is bad enough, wait.... it gets better!


He signed up again on 3/15/06, and does the SAME exact thing.

He submitted 38 tickets in the first 3 weeks between 3/15/06 and 4/7/06.

On 4/7/06 he cancelled the paypal recurring subscription.

He then submitted 7 more tickets between 4/7/06 and 4/14/06

On 4/16/06 (after his account has already expired) he re-opens a ticket that had already been resolved weeks ago.

Here's this ticket's history:
> Ticket was originally opened "Mar 20 at 13:57:34" and we fixed it on "Mon Mar 20 at 14:38:15" which was less than 1 hour later.
> He re-opened the ticket 2 days later on "Wed Mar 22 at 03:15:47" and we fixed it again on "Wed Mar 22 at 05:18:16" which was about 2 hours later.
> He re-opened the ticket 5 days later on "Mon Mar 27 at 13:28:29" and we fixed it again on "Mon Mar 27 at 14:10:33" which was less than 1 hour later.
> Then over 2 weeks goes by and he responds to the ticket saying:
<quote>
"this is getting a joke now, you say tickets are resolved within 24 hours but its been over a week and it still is not fixed.
please get a professional to do it because i am sick of you saying its fixed and then it breaks the next day."
</quote>

Just because the problem came back is not our fault, nor does it mean that we didn't fix it when we said we did. The problem was relating to the the cpu history page in cpanel stopped tracking, for anyone that is familiar with this problem, you know that it is a bug with cpanel that many people have, and even after it is fixed, it often happens again.
Furthermore, I have no idea why he is saying it wasn't responded to within 24 hours, when each and every time he reported the problem, we fixed it within less than 1 or 2 hours!

So between the fact that his account was already expired and past due on payment, and his abusive remarks, we closed his account, and now he's the one complaining!

Soldierxx then came on live chat minutes after his account was closed and asks why his account was closed. The technician on live chat wasn't aware of the situation yet (since it only happened literally less than 5 minutes ago) and told Soldierxx to email the sales department to discuss the situation.
So Soldierxx starts to argue with our live chat technician who just told him he isn't even aware of the situation! Soldierxx said:
<quote>
": why should i have to wait ages for a reply off sales"
</quote>

Soldierxx never even emailed sales yet so he has no idea how long it takes for a reply!

Needless to say, he emailed sales rightafter and got a response in under 10 minutes, all he keeps saying is we shouldn't have closed his account even though he was past due on payment and that his abusive remarks were called for.

So, do we have an attitude problem? Only for people that try to rip us off, and then try to do it again a second time, and then have the audacity to be abusive to us!

I feel bad for the next provider that runs into him!

[Swizi]

I knew something was wrong on his story the minute I read it.

I personally love PSM, keep up the good work

[MaxS]

I'm glad to real story came out.

PSM has been nothing but great for me.

[captaintonka]

All I have to say is if you do not appriciate the effort and expertise that you are getting from PSM, then you do not deserve there support. There are many would be server management business' out there, developing a professional relationship and one you can trust is the key to success, and all I have to say about PSM is positive, our company has been with them now since 2004 (FSM) and we have had great support. The fact that PSM, treats you like a person and no a number is my greatest impression. So what if one problem pops up at times, I know that it will be delt with by profesionals and advise given by these professionals is always appriciated. We are happy and our clients are happy.
Thats all we give a dame about. PSM - keep up the great work.

[Premier]

It's never a joy getting customers who expect full time attention for a few dollars a month, and it's even less fun when they use our services a lot, then want their money back. Sounds to me like he got much more than he paid for, then he has the nerve to come here and attack PSM. I too feel sorry for whoever he goes to next.

PSM, just keep doing the great work you do and when people like this attack, just let the truth be known and all will work out.