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  1. #1

    Tranxactglobal.com - Where's My Server??

    Pursuant to my previous post, here is my complaint about Tranxactglobal.com:

    Two weeks ago today (July 10th), I ordered a new server from them. I paid for it (and a RAM upgrade) with my credit card, and all charges went though. An excerpt from the confirmation email:
    After a week of hearing nothing, I sent the following email to Jeff Hinkle ([email protected]):
    Hi,

    I ordered a server a week ago for LyricFind.com, and still haven't heard anything about it. When will it be ready? This is a bit ridiculous...I should have at least heard SOMETHING from you guys.

    Darryl Ballantyne
    Two and a half hours later, I received the reply:
    I will check on it.
    And I waited.

    And waited.

    And waited.

    Finally, on Monday (the 22nd), having heard nothing more, I sent the following email:

    Jeff,

    This is absurd. It's been almost two weeks and I haven't heard a thing from you or anyone else in the company.

    I don't appreciate being left without a server or any sort of expected timeline for receiving one. This is not a professional or responsible way to run a business, and I'm not at all pleased.

    Either a) get the server ready IMMEDIATELY or b) refund my money, with interest, and I'll take my business elsewhere (likely to RackShack).

    Sincerely,

    Darryl Ballantyne
    AdProject.net
    http://www.adproject.net
    (519)897-7321
    It's now been two more days, marking a full two weeks since I ordered and paid for the server.

    I'm at the point now where I'll be disputing the charge to my credit card and going elsewhere.

    Needless to say, I strongly recommend avoiding Tranxactglobal.

    For the record, I also have another server with Tranxactglobal for another site I run. That server also took more than the three days to set up, and a reminder email - but IIRC it wasn't more than 5 days. I'll likely be moving this server as well.

    I welcome any posts from Tranxactglobal explaining what has happened here.

    Darryl

  2. #2
    Join Date
    May 2001
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    166
    They are very popular in this forum. I bet they probably had too many new orders. I guess you can always ask for full refund and find another provider.

  3. #3
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    May 2001
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    1,593
    Yes, that's probably the case; they are extremely popular and often run out of server.

    However, I do think it is their error that they charge you before providing you with service. For all you know, you just paid for 2 weeks for nothing.

    Peter

  4. #4
    If that's the reason, fine - but I've gotten no response from them for the entire two weeks apart from "I will check on it." - and I've heard nothing since.

    If they were out of servers, fine. I can wait a bit (though two weeks is a bit of a stretch even for that - how long can it take to get another server?) - but they should, as a BARE minimum, inform me that that is the case.

    Darryl
    Darryl Ballantyne
    LyricFind.com Inc.

  5. #5
    Join Date
    Feb 2002
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    Have you opened any support tickets on their trouble ticket system, or tried telephoning?

    They are usually very fast at replying to those, and they are worth the wait btw.
    Matthew - Burton Hosting
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  6. #6
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    Yeah, definately call Jeff. He'll sort it out for you or at least explain what's going on.

  7. #7
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    Mar 2002
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    Mass
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    I contacted Jeff weeks ago in regards to rackspace, and he replied quickly after the first email. He said:

    Let me know what we have to do to close the deal.
    So I asked a few more questions and was going to buy right that day. But he never got back to me.
    Jason

  8. #8
    No, I haven't tried calling - only email. I'll try calling them later tonight, hopefully.

    Not that it should have come to this...
    Darryl Ballantyne
    LyricFind.com Inc.

  9. #9
    Join Date
    Jun 2002
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    32
    Funny how they could be too busy with orders when they haven't had any available servers for at least 10 days (I've been checking). With all that time on their hands, you'd think they could take a few minutes to send you an email about what the holdup is.

  10. #10
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    that stinks sorry to hear about your misfortunes <-- probably spelled wrong

  11. #11
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    Actually, you spelled it right. but I think you should have used singular instead of plural.

    "Misfortune" probably isn't the best word in this context.....

    Peter

  12. #12
    Join Date
    Nov 2001
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    1,262
    Originally posted by ckpeter
    Actually, you spelled it right. but I think you should have used singular instead of plural.

    "Misfortune" probably isn't the best word in this context.....

    Peter
    lol i spelled it correctly so that surprised me

  13. #13
    Join Date
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    That type of response seems prevalent with that company.

    I gave up after trying to contact them twice.
    dotGig
    <:<: [Fruit eating linux administrator]

  14. #14
    Join Date
    Feb 2002
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    I get 100% replies to any support tickets I open, as they have multiple staff who reply to tickets, but emailing one person when they could be busy, out of town etc is different.
    Matthew - Burton Hosting
    low cost shared, reseller, VPS & dedicated solutions for over five years - we've got what you need.
    http://www.burtonhosting.com
    http://www.getmesupport.com - server monitoring service for all!

  15. #15
    Join Date
    May 2001
    Location
    Iasi, Romania.
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    Pre-sales contact.

    During the period I have searched for a dedicated I tried to establish a contact with them.

    1. 2 emails. Result: no response.
    2. Phone (US business hours): answering machine.

    So I decided to go elsewhere, of course.

    Usually, I believe only my own experieces and all I can say is that they don't have extraordinary communication skills and perhaps they prefer to deal with big clients (several servers once).

  16. #16
    Join Date
    Jul 2002
    Location
    Tasmania, Australia
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    34,796
    Hi Darryl, this is indeed a poor business practice. I sure hope you *can* get your money back and go to a reputable source for your server.

  17. #17
    Join Date
    Oct 2001
    Location
    UK
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    Try looking at another DV2 partner like eservers.biz
    Jim

  18. #18
    Well, I'd avoid DV2 completely in the future...

    I'm surprised I haven't heard anything from TXG in this thread - I know they read these forums...
    Darryl Ballantyne
    LyricFind.com Inc.

  19. #19
    Join Date
    May 2001
    Posts
    138
    This is just so typical. Their support dept is sorta ok, but they just dont have a sales dept. Thats why ur sales emails are never answered.

    This biz model is ok - they get their clients fast, mainly word-of-the-mouth. They have 0 in the cost of sales column.

    The main thing is that once you get your server, they provide a reasonable service at VERY LOW COST.

    So, to sum things up, dont expect everything done same minute while paying that kind of money.

  20. #20
    I don't expect things to be done right away - but two weeks (over two weeks, now - and counting) is ridiculous.

    I've also been less-than-impressed with the speed and performance of their network on my other server, but you DO get what you pay for...
    Darryl Ballantyne
    LyricFind.com Inc.

  21. #21
    Join Date
    Feb 2002
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    International
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    I have found their network to be one of the best for the cost of it. Zero setup for $129 etc.. is a bargain for a fully burstable server I think and their support is always there when I need it.
    Matthew - Burton Hosting
    low cost shared, reseller, VPS & dedicated solutions for over five years - we've got what you need.
    http://www.burtonhosting.com
    http://www.getmesupport.com - server monitoring service for all!

  22. #22
    Join Date
    Jun 2002
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    So, to sum things up, dont expect everything done same minute while paying that kind of money.
    If this company doesn't have the ability to deliver a server within two weeks and is too inconsiderate to keep a potential customer in the loop, they are not worth using. Period. We are talking about a basic level of performance that everyone is entitled to - no matter how much they are paying.

    Personally, I stay away from one man hosting operations like Transactglobal because the people running them can quickly lose interest, or money, or both. If you've been satisfied with them in the past, thank your lucky stars; because this might be a sign of things to come.

  23. #23
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    One Man show? I think you need to check your facts.
    Matthew - Burton Hosting
    low cost shared, reseller, VPS & dedicated solutions for over five years - we've got what you need.
    http://www.burtonhosting.com
    http://www.getmesupport.com - server monitoring service for all!

  24. #24
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    United Kingdom
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    Originally posted by inca

    Personally, I stay away from one man hosting operations like Transactglobal because the people running them can quickly lose interest, or money, or both. If you've been satisfied with them in the past, thank your lucky stars; because this might be a sign of things to come.
    Coming from a newbie does not surprise me.
    Coreix™ | your solution™ www.coreix.net - 08000226734 - ISO27001 Certified
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  25. #25
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    texas
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    So, to sum things up, dont expect everything done same minute while paying that kind of money.
    It doesn't matter what he paid, the fact is he already paid for it and yet it is not here.

    Another comment was made about keeping a potential customer in the loop, that is wrong, he already paid and the company already accepted the payment, thus he is A CUSTOMER, not a potential customer. Regardless, their own site says "Customers are our most valuable assests." Apparently not in this case.

    I have never had a server with them, so I do not speak from experience, but if this is how they treat new customers, I will definately think twice about getting a server from them, regardless of price, getting your server online is still priority one for a dedicated server provider.
    • Matt J •
    • Where Customer Services is #1 •
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  26. #26
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    Apr 2002
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    I have no idea what has transpried on both ends so it is hard for me to comment on how you have been treated, but I can say I have a server with Jeff and it has so far been a very nice experience. I have talked to him on the phone a few times and the service from the guys in the data center has been good and responsive to my request. Give Jeff another call and post the problem in their forum asking what the heck is going on.

    This does not sound like the same expereince I have had with them.

    Or get your money back and move on.

  27. #27
    Join Date
    Jun 2002
    Posts
    32
    Apologies to all for the "one man operation" comment, had tranxactglobal confused with somebody else - "newbie" error I guess. Sorry if it diverted attention away from the more legitimate concern of customer service (or lack thereof).

  28. #28
    I'll be getting my money back and moving on.

    I have zero tolerance for customer service this bad. I'd be understanding if there was some sort of explanation provided, but there has been none.

    I've also emailed Jeff with a link to this thread - still haven't heard anything, though.
    Darryl Ballantyne
    LyricFind.com Inc.

  29. #29
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    Somone stole it

  30. #30
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    Nov 2001
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    5,383
    Jeff, Shazad & Imran are all great to deal with, while I agree with most in saying sever setup times are absurd (1month for me) their support after sales make up for that, and heres an interesting conversation I had with Jeff he explained to me it takes longer for duals (that's all we buy)

    myacendotcom: How long does it take to setup a server?
    jeff: depends
    myacendotcom: Ok average?
    myacendotcom: And extreme cases
    jeff: 5 days
    jeff: 2 weeks
    jeff: 2 days
    jeff: best
    myacendotcom: Guess what
    jeff: what
    myacendotcom: I have been waiting a month
    jeff: what
    jeff: !!!!!!!!
    jeff: that is rediculous
    Clustered Hosting With Continuous Data Protection (CDP)
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  31. #31
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    Nov 2001
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    Originally posted by Myacen
    Jeff, Shazad & Imran are all great to deal with, while I agree with most in saying sever setup times are absurd (1month for me) their support after sales make up for that, and heres an interesting conversation I had with Jeff he explained to me it takes longer for duals (that's all we buy)

    lol thats crazy not sure why he would'nt know about that but sorry for the long wait

  32. #32
    Join Date
    Mar 2002
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    271
    Well, a friend of mine had waited 3 months to get his brand new Mercedes....now....if you compare total price and real value between a server and a Mercedes, it's easy to understand that waiting 1 month or even 2 weeks for a server is absolutely crazy. I would be ready to wait 8 months for a Ferrari...it happens... ...but for a computer....noway. I believe a week is acceptable...but not the 2 weeks or the month. It's clear to me that there is a problem on their way of working.

    I know that my example isn't the best for the situation...but it gives a bit of tone...to the situation. We need to get back to the logical way of thinking.

    And please some of you don't make it seem that some companies make us a favour, giving servers for 100$+ .

  33. #33
    The server we ordered was a single processor. The only modification we made to their standard configuration was to double the RAM - so there's no reason why it should take this long.

    As I've said before, the point is not so much that it's taken over two weeks (so far) - it's that there's been no communication from them regarding the situation to inform me of the reasons for the delay.

    It's annoying either way, but I'd at least be understanding if there'd been an explanation.
    Darryl Ballantyne
    LyricFind.com Inc.

  34. #34
    Join Date
    Jun 2002
    Posts
    32
    Despite my newbie status, I'd like to butt in one final time - only because customer service is near and dear to my heart.

    Compare Darryl's experience to one I recently had. I ordered a backup server from a company which advertised a RaQ3 with a 15 GB HD for a low setup fee and $79/mo. When I finally signed up, I learned that there was no setup fee. Then, after it was set up, I found the server had a RaQ4 OS, all current patches installed, and a 20 GB HD. And guess what - I had it within 24 hours!

    Moral of story - While it's fitting and proper to point out the good aspects of a company, it makes my blood boil when the victim of bad service is held responsible - "He should be contacting this person or that" or "He shouldn't expect anything because the server is so cheap". Not only is that unfair, it simply rewards poor performance.

  35. #35
    Join Date
    Aug 2001
    Posts
    1,210
    Originally posted by inca
    Despite my newbie status, I'd like to butt in one final time
    You can tell anyone who hassles you for being a newbie to get stuffed.

    Moral of story - While it's fitting and proper to point out the good aspects of a company, it makes my blood boil when the victim of bad service is held responsible - "He should be contacting this person or that" or "He shouldn't expect anything because the server is so cheap". Not only is that unfair, it simply rewards poor performance.
    You are, of course, absolutely correct. I've never understood the mindset that will reward or make excuses for poor service, but it's quite common among webhosting customers for some reason.

    While I won't comment directly on this particular case, I will say that any company that doesn't prioritize customer communication is a company that doesn't deserve that business in the first place.

    -Bob

  36. #36
    Join Date
    May 2002
    Posts
    542
    If you don't like Tranxactglobal, try eServers.biz. One of our admins used to have a server there and apparently Shazad and Imran are very responsive with good communication, etc
    Jay &#187; [email protected] • AIM &#187; FDrive Support
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  37. #37
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    Yeah the eservers.biz folks responds to the tickets pretty quick during business hours!
    <<Please RTFM for signature setup>>

  38. #38
    Join Date
    May 2001
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    138
    Originally posted by MikeMc
    And please some of you don't make it seem that some companies make us a favour, giving servers for 100$+ .
    point taken

  39. #39
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    Originally posted by MikeMc


    And please some of you don't make it seem that some companies make us a favour, giving servers for 100$+ .


    I guess tranxglobal must have told the customer that they are out of stock and new server will take some time to setup

    Looks like these folks are doing damn good
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  40. #40
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    servers

    Dedicated Servers
    WWW.NETDEPOT.COM
    Since 2000

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