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  1. #1

    Hivelocity is a nightmare

    I setup a Hivelocity dedicated server up. They put the server online which took longer then it should have.

    They had several server outages, and I came to the conclusion that I would have to cancel the server. So I faxed in their cancellation form On Monday, March 3rd. My next billing period was March 5th.

    Much to my dismay I received a charge on my credit card for the full amount of the server on Tuesday, March 4th. I emailed and asked why and they said that they had a "15 day window before they turn off a server."

    First, this is ridiculous. No company needs 15 days for them to shut a server down. Its not hard. The only reason they do this is to prolong your billing period (aka, to get as much money as possible from you).

    Second, I emailed their "GM" in a nice polite email asking for a refund, and I at least expected a reply back. Nope. Nothing.

    I had the server less than one month and it went down 3 times for a total of about 18 hours of downtime. Reasons: 1) Tech "hit the Ethernet cable and it lost connection to the DC." 2) "Bad" power supply. 3) "Restarted server", no reason given.

    This post is to provide insight into Hivelocity and anyone considering them should avoid them at all costs.

    They still have not refunded the 2nd credit card charge.
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  2. #2
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    Not familiar with their TOS however if you agreed to a 15 day cancellation notice prior to your billing date then it isn't their fault you didn't cancel within the agreed time line. Don't get me wrong, I don't know if it is in their TOS or not.
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  3. #3
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    They may refund it but they should not.

    When you signed up I am quite sure you clicked a button stating that you agreed to their Terms of Service. Most companies require some cancellation notice and dedicated servers are no exception. They still need to make the payment on it and for all you know they ended up ordering new hardware to fill the needs of another customer because your server wasn't freed up then only to have you at the last minute decide to cancel.

    If you run a business you should understand that there are costs that don't just go away because your customer decides not to hold up their end of the deal.

    With regard to the outages I obviously can't comment on that as you haven't really provided sufficient information.
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  4. #4
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    I find this post strange.

    1.) How long did it take to setup and provision your server? What makes you think it takes longer to setup? Have you worked in a Data Center? 24-72 hours or sometimes longer is normal.

    2.) Why is it not hard to decommission a server? No it doesn't take 15 days to physically shutdown a server, but it's more involved than that.

    Oh, and apparently you didn't read.
    A. Requesting an Account Cancellation

    A cancellation will only be accepted if it is done by one of the following methods:

    Print the PDF file found below and complete the form in FULL. You must FAX this cancellation form to 813-514-0842.

    Click here to download cancellation form

    All account cancellations must be received in the above manner at least fifteen (15) days in advance of the date of renewal. Accounts cancelled with less than fifteen (15) days notice shall be cancelled at the end of the next term and shall be charged accordingly.
    I'm also very curious to find out what "problems" you were having?
    Last edited by cloudrck; 03-06-2008 at 12:01 PM.
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  5. #5
    ...when you click on their "I have read and agree to the Terms and Conditions of Use" upon checkout, it takes you to their home page, it has been like this for several weeks, and they still haven't fixed it.
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  6. #6
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    First, this is ridiculous. No company needs 15 days for them to shut a server down. Its not hard. The only reason they do this is to prolong your billing period (aka, to get as much money as possible from you).
    This is actually pretty common. Its not a matter of doing the labor to shut down the server, its a matter of policy. If you don't have the forethought enough to cancel within what their TOS specifies (apparently 15 days in this case), why should they jump through hoops to meet your time deadline (aka when your next invoice cycle begins)
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  7. #7
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    Quote Originally Posted by geckofrog View Post
    ...when you click on their "I have read and agree to the Terms and Conditions of Use" upon checkout, it takes you to their home page, it has been like this for several weeks, and they still haven't fixed it.
    Why did you agree to terms you didn't read?
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  8. #8
    Coolraul see my post on the TOS.

    daejuanj

    1. It took longer then 72 hours. They promised 24.
    2. I understand its envolved, but for a Linux server which is what I had, it doesn't take 15 days, or even a whole day.
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  9. #9
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    Quote Originally Posted by geckofrog View Post
    Coolraul see my post on the TOS.

    daejuanj

    1. It took longer then 72 hours. They promised 24.
    2. I understand its envolved, but for a Linux server which is what I had, it doesn't take 15 days, or even a whole day.
    How long did it take?

    And again, no one says it takes 15 days to shutdown your server. It's more to do with policies of running a business.
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  10. #10
    amc-james No it isn't. I canceled a liquid web server for a client and they did it the day before the next billing period and all I had to do is confirm the last four of my credit card number.
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  11. #11
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    Quote Originally Posted by geckofrog View Post
    amc-james No it isn't. I canceled a liquid web server for a client and they did it the day before the next billing period and all I had to do is confirm the last four of my credit card number.
    Well Liquid Web is NOT Hivelocity. Each business has different policies, which you fail to read. I don't see why you are arguing business practices.

    And it is pretty common.
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  12. #12
    daejuanj 96 hours. Yes I agree that it is business policies and I understand the fact that companies need to have some sort of turnaround to lease out the server again. My point is why was I charged with all these other problems? If they would have at least "waived" their policies then we wouldn't be having this discussion.
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  13. #13
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    Quote Originally Posted by geckofrog View Post
    daejuanj 96 hours. Yes I agree that it is business policies and I understand the fact that companies need to have some sort of turnaround to lease out the server again. My point is why was I charged with all these other problems? If they would have at least "waived" their policies then we wouldn't be having this discussion.
    They have to have a very good reason to go against company policy for you. With the problems you had, it seems like they should have offered you credit for downtime according to their SLA, which probably wouldn't be very much.
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  14. #14
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    You were charged because you failed to follow the cancellation policy. Whether it takes 2 hours to take down the server or 2 months, it doesn't matter. You agreed to the policy and you haven't apparently read it nor followed it.

    Mods should change the title of this topic. Reflects poorly on Hivelocity when in fact, their client didn't follow procedures and is now complaining.
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  15. #15
    daejuanj Why would I argue business policies? Because the company can waive their own policies. THEY can make the customer happy. They didn't. And it was so easy to do.
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  16. #16
    Quote Originally Posted by eclouds View Post
    You were charged because you failed to follow the cancellation policy. Whether it takes 2 hours to take down the server or 2 months, it doesn't matter. You agreed to the policy and you haven't apparently read it nor followed it.

    Mods should change the title of this topic. Reflects poorly on Hivelocity when in fact, their client didn't follow procedures and is now complaining.
    With that attitude I am shocked you even have any customers, you wouldn't waive a policy you had if it meant a happy customer and business down the road?
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  17. #17
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    Quote Originally Posted by geckofrog View Post
    With that attitude I am shocked you even have any customers, you wouldn't waive a policy you had if it meant a happy customer and business down the road?
    What's the point of having policies or rules if you are going to break them just to make a customer happy? There's a reason they have the polices in place. Most of the time breaking polices would just hurt them as a company.
    Last edited by cloudrck; 03-06-2008 at 12:21 PM. Reason: grammar
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  18. #18
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    Quote Originally Posted by daejuanj View Post
    Well Liquid Web is NOT Hivelocity. Each business has different policies, which you fail to read. I don't see why you are arguing business practices.

    And it is pretty common.
    You are dead on with each and every reply.

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  19. #19
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    Quote Originally Posted by sirius View Post
    You are dead on with each and every reply.

    Sirius
    This has become all too common on WHT, where people complain about "X" when "X" was talked about in the companies TOS/AUP.
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  20. #20
    Quote Originally Posted by daejuanj View Post
    What's the point of having policies or rules if you are going to break them just to make a customer happy? There's a reason they have the polices in place. Most of the time breaking polices would just hurt them as a company.
    You have policies so you don't get taken advantage of. In this case, I happily paid for the first month of service. I am not trying to take advantage of hivelocity.

    Refunding the amount charged would not hurt hivelocity.
    Currently the server is just running, and will continue to do so for 15 days, talk about a waste of resources, and poor management.
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  21. #21
    Quote Originally Posted by daejuanj View Post
    This has become all too common on WHT, where people complain about "X" when "X" was talked about in the companies TOS/AUP.
    Yes I am just a "person" who happens to manage over 5,000 servers for my daytime job.
    I know how long it takes to turn a Linux server around, and I know how to waive policies to keep future clients happy.
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  22. #22
    I have your email and I planned on replying to you today. In your email you state "If I need another server in the future I wouldn't hesitate to order from hivelocity and recommend it to my geek friends." and " I also would like to note that your Tech Support was excellent and I was very surprised to see that coming from an unmanaged server (better support then liquid web actually)". I am a bit confused by the 2 different stories. Either way, I will be replying to your email today. Since you are asking me to do something outside the scope of our normal policy I would ask for a little leniancy on not replying immediately.
    Last edited by hivelocitygm; 03-06-2008 at 12:41 PM.
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  23. #23
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    No point in continue arguing, and this thread is a waste of good resources. You didn't read in how you were required to cancel, which you agreed to, and now you are whining because they didn't bend over to please you.

    Yes I am just a "person" who happens to manage over 5,000 servers for my daytime job.
    I know how long it takes to turn a Linux server around, and I know how to waive policies to keep future clients happy.
    Unless you worked for Hivelocity, than you do not know how long it takes for them to turn around a server.
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  24. #24
    I have researched each and every ticket you opened with us and have found the following.

    1. 2/21 Your server was down, you opened a ticket, server was rebooted within 3 minutes of your request and back online.

    2. 2/12- We replaced a power supply and server was back online within 20 minutes of your ticket being opened.

    3. 2/7 You asked us to install antirelayd, clamd, cpsrvd, exim (exim-4.68-1_cpanel_maildir), ftpd,httpd (1.3.37 (Unix)imap,mysql (5.0.45-community),named (9.2.4),pop and spamd

    4. 2/7 Please install PHP 5.25 and Mysql 5. Completed within the hour of ticket.

    Which was completed within 40 minutes of your request.

    I reiterate that you emailed me stating our service was great and our tech support was "excellent". In your email you state you are cancelling because you "no longer need the server" with no mention of any service problems. This seems to be another case of someone going to the forums hoping some mud slinging will get them a refund.
    Steve Eschweiler- Hivelocity- Director of Operations
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  25. #25
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    Quote Originally Posted by geckofrog View Post
    daejuanj Why would I argue business policies? Because the company can waive their own policies. THEY can make the customer happy. They didn't. And it was so easy to do.
    Sure they can waive their own policies. But WHY?
    That's like saying Bill Gates can give you 15 billion dollars. Sure he can do it, but he shouldn't.
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  26. #26
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    Im all for mud slinging when the DC has done something wrong! And quite often reading some of the posts on WHT a lot need some mud in their face to get anything done!

    However I dont think Hivelocity have done anything other than try to assit you, they should be commended for their service!

    Ok you had to pay for 15 days becuase you didnt read their Terms and Conditions. You should have cancelled 15 days earlier then!
    Last edited by djorgensen; 03-06-2008 at 01:51 PM. Reason: typo
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  27. #27
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    *

    Strange out of the blue many threads about hivelocity.

    And most of then from unreasonable people..... I smell something

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  28. #28
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    Quote Originally Posted by BudWay View Post
    Strange out of the blue many threads about hivelocity.

    And most of then from unreasonable people..... I smell something


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  29. #29
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    Quote Originally Posted by geckofrog View Post
    daejuanj Why would I argue business policies? Because the company can waive their own policies. THEY can make the customer happy. They didn't. And it was so easy to do.
    This post is to provide insight into Hivelocity and anyone considering them should avoid them at all costs.
    I don't see you as a future customer, thus, there's no real reason to bend over backwards and please you.

    Although 15 days may be a bit excessive, I have to agree with Hivelocity here, and that you are simply slinging mud trying to get your way.
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  30. #30
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    Talking

    Quote Originally Posted by geckofrog View Post
    With that attitude I am shocked you even have any customers, you wouldn't waive a policy you had if it meant a happy customer and business down the road?
    Attacking me publicly isn't going to get you a refund by the way. You haven't read the terms of services and you are complaining here because you are the one at fault and want to make it seem like it is Hivelocity's fault.

    Should Hivelocity have done something wrong, I would be siding with you on this issue. I am not going to side with you here because you simply are in the wrong.

    With your attitude, I am shocked you "manage over 5,000 servers for my daytime job."

    Have a wonderful day
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  31. #31
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    When you sign up for a service, it is your responsibility to check the terms and conditions for that service.

    It would be like just signing a pre-approved CC application unread and then complaining about the 25% interest and service charge.

    Not saying anything about HV, since ive never dealt with them. Their policy doesnt seem unreasonable and Im sure they have their reasons for this policy.

    As a consumer it is your responsibility to know what you are signing for...plain and simple.

    Ill back HV on this one....as it seems they have serviced you in a more than timely manner.

    If you were unhappy with them as a host (which doesnt seem to be the case), you would have known you would want to cancel long before a few days before renewal
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  32. #32
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    Quote Originally Posted by ctmtnbkr View Post
    When you sign up for a service, it is your responsibility to check the terms and conditions for that service.

    It would be like just signing a pre-approved CC application unread and then complaining about the 25% interest and service charge.
    Not to play the devil's advocate here, a ToS is only there to protect the company against service misuse. The ToS shouldn't apply for such as a benign request.

    It's common courtesy to waive fees like this BUT it's up to the service provider to do so. What's a few bucks to the bottom line anyway?
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  33. #33
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    Did the OP go MIA????

    What has me laughing my butt off is this:

    Yes I am just a "person" who happens to manage over 5,000 servers for my daytime job.
    But yet the OP opened a ticket with the DC to do this?

    3. 2/7 You asked us to install antirelayd, clamd, cpsrvd, exim (exim-4.68-1_cpanel_maildir), ftpd,httpd (1.3.37 (Unix)imap,mysql (5.0.45-community),named (9.2.4),pop and spamd

    4. 2/7 Please install PHP 5.25 and Mysql 5. Completed within the hour of ticket.
    I would think someone with such mad skills to manage 5000 servers would know how to do those things. <scratches head>
    Last edited by stjoenetworks; 03-06-2008 at 10:06 PM.
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  34. #34
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    Quote Originally Posted by unixy
    Not to play the devil's advocate here, a ToS is only there to protect the company against service misuse. The ToS shouldn't apply for such as a benign request.
    huh?

    It's common courtesy to waive fees like this BUT it's up to the service provider to do so. What's a few bucks to the bottom line anyway?
    If they are going to refund one user, they must refund them all and thus it wouldn't do any good to have the police there. The whole, give a man a dime and he will want a dollar analogy goes into play here.
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  35. #35
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    Quote Originally Posted by MikeWalczak View Post
    The whole, give a man a dime and he will want a dollar analogy goes into play here.
    Sure. HiVelocity plays the man.
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  36. #36
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    Its up to them to decide if they will override their policy. But judging from the, in my opinion, great service they have provided you, why should they?

    The response times to the tickets amazed me.....seems like good service to me.

    Again...there are two sides to every story...and the truth lies in there somewhere. But maybe the 2 of you can meet in the middle.

    Best of luck to both of you
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  37. #37
    Hivelocity have the best support I never see it before in the market and for the perfect price! I'm working like hoster for about 8 years now, and the refund policies it's something you have to check BEFORE buy something. I lost a lot of money testing new companies and providers, now I understand that this it's part of the business, just try to keep this outcome as small as possible!

    good luck people!
    Last edited by pueblosnet; 03-07-2008 at 01:01 AM. Reason: it
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  38. #38
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    I wonder if there is a reason to keep this thread alive?
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  39. #39
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    Quote Originally Posted by HiVelocity View Post
    I wonder if there is a reason to keep this thread alive?
    No, not really.

    /Closed.... Wait
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  40. #40
    Quote Originally Posted by ene View Post
    Did the OP go MIA????

    What has me laughing my butt off is this:



    But yet the OP opened a ticket with the DC to do this?



    I would think someone with such mad skills to manage 5000 servers would know how to do those things. <scratches head>
    Yes I know how to do all these things...however lets suppose I was a chef and worked for a nice french restaurant. Now I go out to eat to another french restaurant, now does that make me stupid for not making the meal myself? Of course not, I just wanted to relax and have a nice meal right?

    I am not slinging mud here, I have a legitimate reason for a refund and will not stop pushing this until I do Steve. Let me explain clearly: hivelocity's support was average (It wasn't the best). Their "policies" is my complaint here. I want a refund for something I am not using.
    Last edited by geckofrog; 03-07-2008 at 12:12 PM.
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