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  1. #1
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    Thumbs down Nkom - a 2 month review

    A couple of months back, I was in the market for a dedicated server to handle ballancing for monitoring and billing applications, so, after seeing this thread I figured I'd sign up. No harm, no foul, right? Well, the story (and the dilemna) begins almost from day one:

    On 10/23/2006, the server was ordered (and paid for, mind you). This was before any declaration that there was going to be any "delay" of any sort in getting servers to people, and, certainly without much, if any, expectation. The promised delivery time was 3 days. Their website advertised 3 day setups, and most likely still does. A bit high of a setup time, but not too bad.

    A day or so after, they posted that there was a delay in the hardware and some (some) servers were having a problem with their setups. So, I attempted "live support" with their team. The response, of course, was less than favorable. They basically told me (without looking any information up, mind you) that there was no way they could tell me when the server would be up.

    After the three days, of course, I opened up a support ticket, and the same response. Only this time, they blame their processor:

    When you made your complain, your card was still pending checking for fraud at 2checkout. We do not put a server into built until the payment has been completed. Same with echeck. We do not consider the payment completed until we receive them.
    Knowing full well that 2co had charged my card (and settled the charge) the day of the charge, I informed them of this, and informed them that they needed to deliver the server, or refund the charge and I'd go elsewhere. Thankfully, they refunded the charge, and said that the remainder of the month would be free (nice gesture on their part).

    This was strike one, and, even though I should have moved on from there to another provider, I gave them another chance. Why? Because I'm basically a decent guy and I put up with a lot before I finally say enough is enough.

    The server is finally setup, and ready to roll on November 3rd.

    Now, roll forward to 11/24, just 3 weeks after the server is setup. Already, the problems multiply, as they're "upgrading" their billing system. Due to this, they claim they're giving individuals until the 3rd to pay the bill. Unfortunately, during much of this process, their support system does not function, as the website is not working, and mail , well, there's just no proof of it going anywhere to anyone. No reply is given , so you can't verify that it's actually GETTING there (talk about a nightmare).

    Going on the presumption that I had until the 3rd of Dec (as stated by Nicolas), I let the bill go, figuring they'd get their billing issues straightened out, and I'd check back in a day or so (I couldn't login using MB, couldn't get to support, couldn't get anywhere)..

    Finally, I receive a bill on 11/29 from Ubersmith now, stating "Hey, we're going to shut you off if you don't pay". My thoughts were "Huh???". Well, again , I tried the support thing, and FINALLY got logged in to explain the situation. Again, of course, I was going to wait, because this was certainly not the first billing system they'd put in, and I wasn't about to go through all that again.

    Payment made December 2nd, no big deal there, they were happy, I was happy, everything dandy.

    Move forward to Dec 12th:
    An urgent ticket was put into their support desk (my first SUPPORT ticket), because of directadmin licensing issues. The server, for whatever reason had received an invalid DA license, or a shortly expiring one, and customers were complaining, because they couldn't get to DA.

    Not surprisingly enough, a generic response was made within the hour. The REAL response was made 5 hours later, stating they were having DA look @ it, as it was not their problem (well, they pay for the license, so it is their problem). They said it'd be resolved within a couple hours.

    Nearly 24 hours later, no response, DA still isn't working. Nobody from DA has contacted me, and NKom certainly hasn't followed up.

    36 hours after ticket's opened, a resolution is found. Clients are ready to go crazy now, but, again, it's found, and it's all well and good. In the end, there was a problem with the licensing end of DA, which should have been solved much faster by them.

    Now, to last weekend (Dec. 30th):
    For four and a half hours, their network was down. Did the customers receive any notification? No.
    Did the customers receive any indication as to WHY their network is down? No.
    Did the customers receive any indication as to WHEN their server would be back up? No
    Did the customers receive any type of support for the first half of this outage? No
    For four hours, these individuals kept their customers in the dark, not informing them of what is going on, or when their servers would be back up. All we got was a generic "we're working on it".

    To top that all off, an IM received just this morning. Hillarious, given the support level from the individuals @ NKom, but not surprising, given their maturity and support level.
    Session Start ([email protected][email protected]): Tue Jan 02 09:37:55 2007
    [09:37] [email protected]: Hi
    [09:38] Tom: yes?
    [09:38] [email protected]: i just wanted to make sure you got our email
    [09:39] Tom: I have not received any sort of email from you at all
    [09:39] [email protected]: o ok. il give it to you here
    [09:39] [email protected]: one sec
    [09:40] [email protected]: Hello,

    Due to the rudeness and trashing of NKOM and our support staff that you have been apart of over the last 3 months I have decided to cancel your order with
    us. We will continue to provide the service until 1/27/07 (your paid time) then we will not be renewing your server.
    [09:40] [email protected]: Your uptime has been close to 100% and your server is down for 30mins and you already started trashing NKOM on public forums. This is not how we operate our business; we do not start trashing your company on a forum after a late payment for example. Not only this issue, on a number of occasions you have been outright rude to our support staff.
    [09:41] [email protected]: Your comments are more than welcome.

    Thank you for your business and good luck finding a new provider.

    --
    Jon Black
    Chief Operating Officer
    [email protected]
    [09:41] Tom: Well, now, that's nice. You screw up and blame it on your customers, cancelling their accounts
    [09:41] Tom: nice attitude, I'l most definitely make this one public.
    [09:41] [email protected]: not at all
    [09:41] Tom: ********
    [09:42] [email protected]: We as a company do not acsept rudeness
    [09:42] Tom: You offer nothing for explanation, apologies or reimbursement to your customers for OVER 4 hours of downtime, and you come to me accusing me of being testy?
    [09:42] Tom: ya, don't even waste my time replying.
    [09:43] [email protected]: 4 hours is nothing

    So, let's see. According to nkom
    A> 4 hours of downtime is completely justified and nothing at all
    B> 3 days is really 2 weeks when it comes to setup times
    C> Kommunication isn't their specialty (Yeah, it should be communication, pun on words there)
    D> Urgent tickets can be put on hold for days without any sort of recourse
    E> Hey, if the customer actually *gasp* asks us questions, or calls us on ANY of this, we're going to say they're rude.
    F> We'll shut you off just because we feel like it. yeah, we feel like it.

    Am I the only one that thinks this way? Apparently I'm not. Three separate threads, you check it out for yourself.

    Stay as far away from this company as possible, ESPECIALLY if you want some sort of kommunication (heh) from them.

    Support - The ONLY thing they've got goin for them there is Nicolas
    Setup - Yeah, ok, 3 days is 11, right?
    Network - 4 hours of unexplained outages that "are nothing".

    I wonder does the "4 hours is nothing" comment mean that they have seen more? If so, definitely more reason to stay far, far away from these guys!
    Last edited by whmcsguru; 01-02-2007 at 07:15 PM.
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  2. #2
    their web site is offline now.

    www.nkomsupport.com

  3. #3
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    Quote Originally Posted by Nafadya
    their web site is offline now.

    www.nkomsupport.com
    It most definitely is, but don't worry, it's nothing.

  4. #4
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    I had a bad experience with them as well, apparently they decided to just unplug my server even though I had paid my bill. I also waited over a week initally(I bought the same time as you) for my server. And their supportsite has been down for some time now.

  5. #5
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    Sorry to hear about this. No idea what's going on with nkom, but hopefully they'll fix it up soon. That 'k' in 'kommunikation' was a bad idea though.
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  6. #6
    I find it interesting that their entire site died. They seemed to be a very strong company.

  7. #7
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    Quote Originally Posted by ManagedHostAdmin
    I find it interesting that their entire site died. They seemed to be a very strong company.
    I'm not sure strong is the word I'd use, honestly. Repeated complaints of poor support, overselling servers, hours of downtime. Not necessarily the things I'd look for in a strong company
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  8. #8
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    Quote Originally Posted by ManagedHostAdmin
    I find it interesting that their entire site died. They seemed to be a very strong company.
    I find it interesting that you posted in this thread

  9. #9
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    Cmon mouse spill it. Hate when you do that and leave me wondering if he was a spy.

  10. #10
    Hello,

    As most of you know im not usually answering that kind of "flaming" in forums. But I felt it was now time for me to talk.

    I am one of the owner of nkom. And nkom is not dead and wont be for years to come for those of you who were wondering.

    Yes our site is currently down... we are investigating what happened to it now (surprisingly happened today a couple of hours ago...) . However our support site is still online as it was on another server.

    We have been stable and providing support to our customers and got no complaints at all apart from some isolated cases that of course always end up on WHT.

    If you read other linux-tech posts, you will see why we did cancel his account. It is a company right to chose with who it will want to do business and we decided to discontinue his business for repeated abuse since the beginning. I am sure that no ones would like to deal with repeated insults and I wont cut & paste here for the respect of the reputation of our client.

    I shouldnt even bother justifying myself here as it is a decision that nkom have made and the client knows exactly what we are talking about.

    If someone would like to have more information about nkom feel free to contact me anytime and ill be glad to give you more insight about our company.

  11. #11
    I just read about the 4 hours thing.

    No 4 hours is not nothing and the frustration is understandable. But its not a reason for trashing and blackmailing a company and doing so is not a way to get refunds or apologies.

    ALL of our clients asking for refunds gets them in time. No matter what the reason is as long as it is reasonable.

    Tom, you exactly know what I meant, Ive always been polite to you and even before you got your server (in october) I gave you the choice to look somewhere else then you said no I want one server from nkom, even if you were not satisfied. Every communication we had were respectful even after you posted complaints on WHT instead of messaging me directly (you still have my personal msn and not even using it). Problems you got were out of the scope of our regular support and could have been easily solved by looking at forums such as the directadmin forums, I however gave you the solution every time you asked a question.

    Yes I am answering support most of time when normal level1 support is not able to do it. It doesnt mean support is not there.

    Nkom is still a young company and is adjusting to its reality everyday. If you want to do business with a company that offers the level of support you need, like we told you, you can go to rackspace or another provider that can supply you what you need.

    We do not force people to do business with us nor steal their money from their wallet. All of our current clients are happy customers and are glad to get the services they get.

    But unfortunately happy clients are not usually the kind of post you will find here.

  12. #12
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    We have been stable and providing support to our customers and got no complaints at all apart from some isolated cases that of course always end up on WHT.
    That's why you had 4.5 hours of downtime this weekend?
    That's why you've had at LEAST 3 complaints in the past month about your poor support?

    No, you haven't been "stable", or providing "support" to your customers. When an urgent ticket takes 1.5 days to fix, that's hardly "support".

    we decided to discontinue his business for repeated abuse since the beginning.
    Abuse? Abuse? Please spare me the hypocrisy here
    You abuse your clients by charging them, then not delivering service for a week and a half
    You abuse your clients by keeping critical support tickets (I'm sorry,but ANYTHING involving services being down is CRITICAL) open for a day and a HALF?
    You abuse your clients by continuing a 4.5 hour outage, not telling them JACK about what's going on, and not even refunding anything to them?

    That is incredibly hypoctical right there. Clients shouldn't HAVE to IM you, they shouldn't HAVE to email you. You know full well that clients expect UPTIME, not excuses and fake apologies for the lack of.

    In the end, let's look at things here, from a realistic point of view, shall we?
    Client signs up for service
    Client waits 1.5 weeks for said service
    Client pays bills
    Client puts in ONE support ticket (average) a month that needs to be addressed
    Client (patiently) waits for 1.5 days for said support ticket to be addressed
    Client puts up with 4.5 hours of outage without any sort of explanation, sincere apology or offer of refund.
    Client gets notification that said service has been discontinued

    Now, pray tell, just how much is the CLIENT supposed to put up with here?
    As I told you in my first email, I demand little, hell, in 6 months with SL, I've opened half that many support tickets for services. In two months, again, hal that many with you, for "services".

    The point is that you may have the right to terminate clients, but that right should be executed ONLY in the direst of circumstances. By doing so, you usually make an enemy , rather than keeping a content client.

    In my case, it didn't matter anyways, as I said in the support ticket reply. You pushed the line when you refused to explain to your customers WHY they were out for 4.5 hours this weekend, and claiming it's "nothing", well, that does nothing to satisfy the customer (which, by the way is always right).
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  13. #13
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    Nkom is still a young company and is adjusting to its reality everyday. If you want to do business with a company that offers the level of support you need, like we told you, you can go to rackspace or another provider that can supply you what you need.
    Ahh, more excuses.
    Let's face it, you don't provide any sort of support at all. You don't follow up on the issues like you should. Had you done so, you wouldn't have let the ticket open until I had to state it was STILL not fixed.

    Searching for posts regarding licensing issues (which are your responsibility to keep up) is your job. I could search for hours for "blank page" and get nothing. Then again, I'm not required to, nor am I responsible for the license and keeping it validated, now, am I? No, that'd be you.

    ALL of our clients asking for refunds gets them in time. No matter what the reason is as long as it is reasonable.
    That's a blatant lie
    Case in point:
    Your downtime this weekend cost me over $200 in sms costs, because my core monitoring server was sitting on your network.
    When I submitted a ticket stating that a refund was required (not requested, required), here was the response I got:

    We will not be issuing you a refund as we have provided you with the service
    advertised in our TOS.
    Service was clearly NOT provided, as your service was down 4.5 hours, and I'm out $200 because of it. Talk about ouch.

    But its not a reason for trashing and blackmailing a company and doing so is not a way to get refunds or apologies.
    Nobody trashed your company at all. The truth was spoken, that this IS an unprofessional way to address the situation (just sit on it and hope clients don't say anything). If you can't handle the truth, then you have no right in the business.

    I hardly blackmailed you. What I said was that if you didn't refund it, I'd take matters into my own hands to (at least somewhat) recoup the losses incurred by your company.

    Young company or not, keep up the same attitude and you won't even make it . I hate to state the obvious, but you don't MAKE money by kicking paying customers to the curb, or by refusing to fix critical issues in a timely fashion, OR by just blowing off a 4.5 hour downtime like it's nothing (which is JUST what John did).
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  14. #14
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    You're both company owners... so wouldn't it be best to resolve this at the back without any audience in a peaceful manner?
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  15. #15
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    You're both company owners... so wouldn't it be best to resolve this at the back without any audience in a peaceful
    Oh, it's already been resolved. Their server's ready for reclaimation, and I'm in the process of taking action against their company for reimbursement.

    The point of this thread wasn't an all out argument, it was to tell people precisely what they can expect from this company. Poor support, slow setups, no communication, and, when it comes down to it, no respect for their customers.
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  16. #16
    I fully agree Stag-Dan, thats why I dont usually answer to these kind of posts, I think that putting that kind of matter public is a shame. Altho im open to freedom of speech and agree that a non-satisfied customer has the right to say it.

    Can a moderator close this thread please ? Thank you.

  17. #17
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    Quote Originally Posted by linux-tech
    Oh, it's already been resolved. Their server's ready for reclaimation, and I'm in the process of taking action against their company for reimbursement.

    The point of this thread wasn't an all out argument, it was to tell people precisely what they can expect from this company. Poor support, slow setups, no communication, and, when it comes down to it, no respect for their customers.
    Well to be fair, that isn't what I received from them. In fact i received an email pre-warning me that there was an issue that may affect my servers for a brief period of time.

    I am not saying you didn't have or that I haven't had some issues just that my experience was positive.

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