Page 1 of 2 12 LastLast
Results 1 to 40 of 45
  1. #1
    Join Date
    Sep 2000
    Posts
    514
    In another thread someone said you shouldn't say bad things or start rumors about hosts unless you have proof. Well here is mine about BurstNET. I would have posted this earlier but I got my clients site moved to a new host that I had hosted with BurstNET and the DNS just got done propegating.

    I was with ultraspeedUSA and perfectly happy. I had just sent a check to the U.S.UK office to pre pay for 3 months the day before I got the press release about BurstNET buying them out. Boy do I wish I hadn't sent that check. If I had used a credit card I would be doing a charge back.

    I didn't really care that much since they were honoring everything that Ultra had done. Then a little while later I needed to get some tech support when my MySQL server wasn't letting me create a new database or even access it.

    I submitted a support ticket and got a response asking for the shell error. I sent them some info but that was the day before I was leaving for Mexico for a week on vacation. So when I got back from vacation they had sent me a response saying I hadn't filled out a form for the Ultraspeed transfer and that they were cancelling my account. I also had a second response saying they had closed this support ticket.

    I responded directly to this email I recieved from them letting them know I had recieved nothing other than a press release from them and no form to fill out and asked them to send me one and turn my account back on. Instead of a response or them opening up a new ticket from their end I got an email saying that I had to open another ticket with no answers or solutions to what I had emailed about (unfortunatly I do not have documents on this email as their system doesn't record emails after the ticket is closed).

    So then I was really mad so I called that night and left them a message to get back to me to try to get this form they insisted they had sent me. Of course I heard nothing back from them. So the next day I called and actually got ahold of someone and they said they would email me this form. Almost a full day goes by and I recieve NOTHING.

    So I then proceed to open another support ticket. I ask again for the form and my account to be re-established and fixed. I recieve a response FINALLY with a link to the form and I am told to fill it out and then open ANOTHER support ticket to get the MySQL issue fixed. So I fill out the form and then opened 2 more tickets. 1 to get my account turned back on and the MySQL error fixed and the other to ask what date their records showed I was paid up to.

    Well 2 FULL DAYS GO BY WITH NO RESPONSE. Then I get a response to the support ticket that gave me the url to the form asking if everything had been resolved. I responded and told them that I had filled out the form and then opened up a new ticket about the MySQL THAT HAD NOT BEEN ANSWERED IN 48hrs. He said he would check into this and soon I had a response saying that my site was being transfered to their servers and it would be fixed soon. Well I guess it was a day later that the site was transfered and I was given my new IP and was told the DNS would update in a little while so I assumed I had to do nothing with DNS. Well I was wrong as to this date the DNS has never propegated. I am assuming I was supposed to change it to something else myself. I wouldn't know because when I opened a new ticket to ask them if I needed to do anything in this matter THE SUPPORT TICKET WAS NEVER ANSWERED. This is one of two support tickets that were NEVER answered. The other one was the one asking when they showed I was paid up till. That is just ridiculous.

    Well after they said everything was working (by IP only) I tried to install vBulleting and the setup script got errors about not being able to access MySQL. I checked to make sure it wasn't on my end and then said sc**w it and went looking for a new host. Hell I would be leaving even if it had worked with the way this was all handled.

    Well now the site is on a new host and I can finally relax. I am out 3 months of hosting $$$ but who cares. I am qilling to pay for good service and will not stay with anyone who gives this type of service.

    As far as evidence here are the url's to the different support tickets I had open with them. I am sure they will delete them soon but I have downloaded them. If you want a copy email me and I will send them to you via email. I am not worried about the info in there since the site has been moved.

    http://sysadmin.burst.net/review/?id...cid=cGOz93mSfM

    http://support.burst.net/review/?id=...cid=bms6OFXC0S

    http://sysadmin.burst.net/review/?id...cid=iKEKam7FfD

    http://support.burst.net/review/?id=...cid=ItUsrxzuyn
      0 Not allowed!

  2. #2
    Join Date
    Apr 2000
    Location
    Nevada, US
    Posts
    5,428
    I am sorry you had problems, but you cannot expect us to provide service still two months after the confirmations were to be sent in. Too many clients abused the situation in the meantime, and only bothered to contact us once we suspended accounts for non-confirming.
    If you received the buyout notice, as you stated you did, then the email requesting confirmation would have gone to the same exact address.

    When you finally did contact us 6 weeks later, we notified you to confirm your account so we could assist you. You finally did such, and we did indeed assist you with setting up your mysql database. As shown in the ticket numbers you quoted above, the mysql connection was set up for you on the new server, AND it was TESTED and was shown WORKING (telnet shell output is included in that ticket). The fact that one of your scripts did not work, is a DEVELOPMENT ISSUE, and not something that you can hold against us. You said mysql was not working, we fixed it by moving you to our server and setting it up for you. Prior to that, mysql being broken was not our responsibility, it was when you were on an UltraSpeed UK server, NOT a BurstNET server. At that point you did not bother to contact us back stating that your script did not work..for if you had, even though we are not required to because it is a development issue, we probably would have assisted you with it.

    The only problem I can find is that it too long than it should have for us to transfer the domain name. I can pinpoint the reason for this though. We found it faster just to update the DNS entries to the new IPs on our machines, prior to transferring the name servers for the actual domains. This means actually modifying UltraSpeed UKs name servers. I remember for the most recent late confirmations we were not able to do so..and that would explain the delay in the DNS updates.

    Did you contact [email protected] regarding your "date their records showed I was paid up to"? I can't find this in the tickets anywhere...

    Sean R.
    BurstNET™





      0 Not allowed!

  3. #3
    Looks like all the evidence is there...BurstNET just plain screwed up...

    the very least you can do is swallow your tongue and say sorry to the user instead of coming up with excuses all the time? It seems all the BS that comes from BurstNET comes from you (Sean) and 99% of the time your flaping your mouth instead of trying to rebuild a sense of quality in your hosting services, instead you go off the deep end and start blaming the customer when in fact its probably the fact that you guys just dont know how to handle a customer.

    Instead of saying "Im stopping your account right now" because you didnt do your guys job when you bought out Ultraspeed isnt his problem, its your problem, regardless if it was 6 hours or 6 weeks, The world does not revolve around BurstNET

    I had to laugh when i seen a previous post that said "Does BurstNET get dissed everywhere?"
      0 Not allowed!

  4. #4
    Join Date
    Apr 2000
    Location
    Nevada, US
    Posts
    5,428
    Gary:
    I don't know what evidence you were reading, must be something you planted to back up your post.
    Pay attention to what was written, instead of taking an opportunity to slam a competitor. Read the tickets for the hardcore evidence. We did our job. The tickets show such.

    The client did not confirm his account, he doesn't deny that. BurstNET™ is not in the business to give free hosting service out. We waited 6 weeks before we started to suspend non-confirmed clients. That isn't even the issue he is complaining about. The client understood that he needed to confirm such. MySQL is not working on an UltraSpeed UK server, that also is not our problem. Once confirmed, THEN the issue was our responsibility. The client basically wanted us to fix a development issue, and that is not our responsibility. Most likely UltraSpeed UK had something special set up on their servers that we were not made aware about, that allowed the clients script to run. The client never once told us that was the issue...he just complained MySQL was not working, which was not true, we got it set up for him and it worked fine. MySQL was not working on an UltraSpeed UK server.

    Get your facts straight if you are going to comment us.
    And as far as my posts in this forum, I feel I handle myself pretty darn honorably in light of some of the non-sense people post here about our firm...
    I could just go after competitors, say like Web Hosting Network (www-hosting.net) and post derogatory statements about them, but I feel that would be dis-honorable, and most like hurt our reputation rather than gain us clients...what do you think?

    Sean R.
    BurstNET™


      0 Not allowed!

  5. #5
    Well from everything i ever read about BurstNET and what you post, and even all the posts regarding the customer above, he tired everything to handle the request and it seems you guys just dont care about your customers. Your own support system proves that! Just check out the links that are on YOUR system for god sakes!

    I would be embarressed to work for BurstNET but you take it to a whole new level!

    PS: I am not "going after my competitors" like you claim in your post, just pointing out that REGARLESS who Jeremy's host was, as soon as you took over Ultraspeed and posted that newsletter, your his host and he shouldnt have to do anything as a customer to prove that. He sent his money. He paid all this dues, you and ultraspeed gladly accepted it. Also pointing out what everyone on this board agrees or even posts, that you give Burst a bad rap...

    You should learn when to shut up and say sorry to your customers instead of dragging things out all the time, a good example is the customer who you owed about $800 and low and behold he had proof to backup his claim.



    [Edited by PepsiCoke on 03-19-2001 at 04:43 AM]
      0 Not allowed!

  6. #6
    Join Date
    Aug 2000
    Location
    Saint John, New Brunswick, Canada
    Posts
    211
    That is just great customer service. <rolls eyes>

    I responded directly to this email I recieved from them letting them know I had recieved nothing other than a press release from them and no form to fill out and asked them to send me one and turn my account back on.

    How was he supposed to confirm, when he didn't receive the procedure for doing so?

    You bought out the company that he originally signed up to host with. It is YOUR responsibility to make sure you know all the technical details of how the servers are configured. This can NOT be the fault of any client. Blaming him for not telling you that there was a special script used, that he would not be aware of, is unbelievable.

    And you can't understand why your company has such a bad reputation? There was absolutely no customer service assistance given to this customer. You are extremely rude in your comments to him. You act as if you have no responsibility for his problem because he didn't confirm something with you - but what you fail to mention, is that he was never made aware of this requirement. He states he only received a press release, and no form, or no help from your company to explain this.

    If I bought out another company, my first priority would be to assign someone to overlook the customer migration. Contact each customer if there appears to be any problems with the new procedures. If you did not receive this confirmation, the customer should have been contacted personally by telephone or emailed a direct contact to the CSR overlooking this.

    You are so quick to point blame at everyone else. Maybe you need to take a deep breath, back up, and reread everything he has said, and TRY to see things from the customer's point of view.

    The NUMBER 1 reason why companies have bad reputations -
    Because their customer service stinks. Customers need personal attention when the service they pay for is not what they receive. You need to appreciate your customers, no belittle them and accuse them of creating the problems, when you are at fault.

    For CSR's to be effective in their jobs, they MUST put themselves in their customer’s shoes. If they don't take the time to actually understand and appreciate the problem, then they will never be effective in promoting quality customer service. Therefore they will lose a great deal of customers that have problems or issues related to technical support, billing issues, or contractual problem. It doesn't matter if your product is the very best in the world - if your customer service is piss poor, then your reputation will be that also. If you don't appreciate your customers, they will not appreciate you!

    Racin' Rob
    http://www.racin.net
    640 Kilobytes of computer memory ought to be enough for anybody.
    -- Bill Gates, 1981
      0 Not allowed!

  7. #7
    BurstNET,

    A suggestion. You really should tone down your language. There is a certain harshness in your post which may be a result of frustration or inexperience.

    If you do have a major problem with your client. Take it to a more private form of communication and resolve it there, rather than point to the client that it is all his fault. The more you go around pointing fingers, the more you'll scare people away from dealing with you.

    Remember, you cannot please everyone and those you cannot please or do not want to please, let them go politely, not with harsh parting words.

    Shri
      0 Not allowed!

  8. #8
    Join Date
    Apr 2000
    Location
    Nevada, US
    Posts
    5,428
    There you go again speaking of things you have no idea the situation about...twisting and contorting happenings and events.

    1) Regarding the refund due a client last week: It was $700, not $800...and it was because UltraSpeed USA's records were messed up. You can email [email protected] to verify that the records show the client owing the funds we debited. The client is more than happy with our conclusion of the matter, and fully understands why the funds were debited. If the client is happy, what right do you have to post a derogatory statment about us in this matter? Worry about your own clients, not ours.

    2) I would like for you to show us where on our website it states "going after my competitors" as in your statement "going after my competitors like you claim in your website".

    3) I don't know what tickets you are reading, but the ones the client posted clearly shows we attended to his problems.
    Must be some of your tickets you are confusng with ours.

    4) I would like you to show me the posts on this board that I have made that give BurstNET™ a bad rap. I'll doubt you'll find anything in the past year or so. Ever since I took a break after the True Hosting buyout, you'll find that my attitude on this board has been more than honorable...with the exception of when competitors, such as yourself, directly attack our firm, in an attempt to gain market share by playing dirty.


    Sean R.
    BurstNET™

      0 Not allowed!

  9. #9
    I think gandmasti.com and Racin' Rob make excellet suggestions and enough said..why dont you read what they posted and follow their suggestions. Dont dig yourself a deeper hole by trying to bend the facts or anything else, his your customer deal with it. dont cry to us or anyone else on how your right and the customer is always wrong.

    OHHHHH SORRY!! $700 and not $800 OOOOOPPSS!!

    and meant to say POST not WEBSITE...
      0 Not allowed!

  10. #10
    Originally posted by BurstNET
    4) I would like you to show me the posts on this board that I have made that give BurstNET™ a bad rap. I'll doubt you'll find anything in the past year or so. Ever since I took a break after the True Hosting buyout, you'll find that my attitude on this board has been more than honorable...with the exception of when competitors, such as yourself, directly attack our firm, in an attempt to gain market share by playing dirty.


    Sean R.
    BurstNET™

    [/B]

    HAHAHA how the heck am I playing dirty?? HAHAHAHA..thats the funniest thing I heard all day....what market share is that? all your disgruntled customers HAHAHA!!
      0 Not allowed!

  11. #11
    Join Date
    Apr 2000
    Location
    Nevada, US
    Posts
    5,428
    gandmasti.com: You speak wisely. tTis is not the place for such things. We have no choice though but to respond in public, when such accuations are made in public. We feel we provided the necessary support to the client, and have stated our case. The tickets back such up. You are right when you say there is a harshness in my post, there was...I get very irate when a competitor plays dirty. It is fine for clients and individuals to post their thoughts about hosts, but when a competitor does it..it is just plain tasteless and not good business.

    Racin Rob;
    The client received our notice about the buyout. The confirmation request email was sent to the same address. Even if he did not get that, it is irrelavent, because his site was never suspended, nor was there an interuption in service to him. It was after he contacted us, that we told him to please fill out the confirmation form so that we could attend to his problem. He was basically angry because his MySQL was not working on an UltraSpeed UK server. That is what started the whole support query. His site wasn't even hosted on a BurstNET™ server yet, nor a UltraSpeed USA server that we purchased.
    And yes, it is the client's reponsibility to let us know any additional software or modules that they may require.
    ie...if you have a script that requires mod_perl, and you are looking for a webhost, are you not going to ask whether they support such, or if they can install it for you, so th you may run your script?

    I fully apologize to the client for the delay in the domain name transfer for his account. That should have been faster. But we cannot apologize for other complaints that we feel we are not at fault for. We can be understanding of his issues, and that we are. The client never even told us that his script would not work though.

    Please read the full details of his post, and then read the tickets, then you will see that the problems were handled professionally and we did the best we could with the information he supplied to us.


    Sean R.
    BurstNET™
      0 Not allowed!

  12. #12
    Join Date
    Apr 2000
    Location
    Nevada, US
    Posts
    5,428
    Gary:

    When one hosting company posts something derogatory about a competitor, or even points out derogatory statements that people have been made about a competitor, it makes things look bad for the competitor. Such is just not good business. It may gain you a few clients, but is it really worth it? Same deal as in a presidential election, when one campaign starts to mud-sling against another.

    BurstNET™ has NEVER made a derogatory post about a competitor, in a public forum, in all of our years in the business. We don't play the game that way.
    All I am saying is let actual customers discuss the matter, with people in the forum that want to help. Another host jumping in and adding fuel to the fire is just not right.

    Sean R.
    BurstNET™

      0 Not allowed!

  13. #13
    Join Date
    Apr 2000
    Location
    Nevada, US
    Posts
    5,428
    Read the tickets.

    We assisted with every problem the client notified us about.
    We did make one mistake, and that was in transferring the domain name to slowly..the last step in his move. For this we apologize. If a client does not supply full information on an issue, we cannot be expected to assist with something that we do not even know exists. He told us MySQL was not working, we move him to our server and fixed it, and tested it, and showed him that it worked. At no time did the client tell us that he was trying to install bulletin board software.

    Read the tickets.

    Sean R.
    BurstNET™
      0 Not allowed!

  14. #14
    Join Date
    Nov 2000
    Location
    USA
    Posts
    1,269
    Originally posted by BurstNET
    ...
    4) I would like you to show me the posts on this board that I have made that give BurstNET™ a bad rap.
    Here's one: http://www.webhostingtalk.com/showth...?threadid=7185

    What I see in your responses isn't a concerned problem solver who's interested in helping out a recently-aquired customer; what I see is someone shifting the blame to the customer and refusing to help because he didn't follow a procedure that was imposed on him by BurstNET. It's not his fault he didn't receive the e-mail about the confirmation form (surely you sent out follow ups?), although from the tone of your responses it almost sounds like you think the blame falls on his shoulders (swell).

    Something else that's missing from your posts and the tech tickets: apologies and sympathy. ("I'm sorry you had problems, but..." doesn't count as an apology in my book). Your responses and the tech tickets sound angry and at times downright nasty: (paraphrasing) "Fill out the form or we will suspend your site today."

    You may procede with your ubiquitous "you're just trying to bash one of your competitors" response. Before you do, take this little suggestion in the spirit that it's given: Re-read this thread not on the defensive, but considering instead what you can learn from this, and hopefully improve your customer service (and--in my opinion--your attitude) in the future.
      0 Not allowed!

  15. #15
    Join Date
    Mar 2001
    Location
    CA
    Posts
    97

    Chill

    Burstnet does have a ****ty support/ticket system, I know this first hand, but everyone seems to like to pick them apart and attack them for simple small reasons, from what Ive read, everyones biggest complaint seems to be how they deal with customer issues and thier support system, take a hint Burstnet, do something to better your support system, theres plenty of good prewitten help desk software.
    As far as everone else, (competitors included) who just like to jump on the flame wagon, you need to chill out unless you have a direct issue with them.
    For the most part, I think Burst is a pretty descent company but like all things, theres a few rough edges that need to be smoothed out. (BUY some help desk software)
      0 Not allowed!

  16. #16
    Join Date
    Apr 2000
    Location
    Nevada, US
    Posts
    5,428
    ee-o: Thank you for the constructive criticism...we will put it to good use! :-)

    A little low down on our current ticket system;
    We just programmed this over the last few weeks to handle an increasingly large amount of clients. It accepts normal email inquiries and directs it into the ticket system. Up until then, we used normal email to handle support/sales. Anyways, it has a few minor bugs, but most have been worked out. The first few revisions had some major issues, and caused quite a few support problems..but that has been mostly cleared up now. The only problem we have to deal with is auto-closing of tickets. The way it is set up now is if a ticket is not responded to from the client in 48 hours or after we issue our last response, it automatically emails the client asking for an update, and if the client does not respond in another 48 hours...it closes the ticket.
    The emails that are being sent are confusing a few clients, causde they think the tickets are closing without us completing the ticket. We are working on this issue at this time.

    The reason we did not use an off-the-shelf ticket system is:
    1) Complete email integration is rare
    2) Must support multiple departments
    3) Must support retail, reseller/anonymous, and reseller/branded support versions all in one system
    ....no product on the market does all that, so we coded our own.

    Once we have everything worked out, we may be licensing it.


    On other notes: We are trying very hard to overcome the problems of our past including the somewhat bad rep. This includes implementing our new ticket system, tripling our staff, upgrading servers, hiring a rockin' Senior SysAdmin (J.Nick Koston from CPanel/WHM), and building a new NOC to correct any backbone/connetivity problems, amongst other things yet to be announced.

    Sean R.
    BurstNET™
      0 Not allowed!

  17. #17
    Join Date
    Aug 2000
    Location
    Saint John, New Brunswick, Canada
    Posts
    211
    I would suggest making one more change.

    Hire an expert in the field of Customer Service - to teach your sales, and technical support personel how to effectively communicate with customers on their level. You are not the first hosting company that requires this, nor will you be the last.

    Attitude and compasion for the client are the two major stumpling blocks of large scale hosting copmanies. As I stated above - you may have the best product in the world, but if your customer service stinks - so does your reputation.
    Racin' Rob
    http://www.racin.net
    640 Kilobytes of computer memory ought to be enough for anybody.
    -- Bill Gates, 1981
      0 Not allowed!

  18. #18
    Join Date
    Jul 2000
    Posts
    2,063
    Is it just me? It appears everytime BrustNet posts something, flame war starts?

    Nevermind.
    I choose not to use my signature for advertising.

    It doesn't matter how much you claim how important your data is. If it's not backed up, it's not important.
      0 Not allowed!

  19. #19
    Join Date
    Sep 2000
    Posts
    514
    Originally posted by BurstNET
    If you received the buyout notice, as you stated you did, then the email requesting confirmation would have gone to the same exact address.

    Did you contact [email protected] regarding your "date their records showed I was paid up to"? I can't find this in the tickets anywhere...
    THAT IS WRONG. As I stated many times I NEVER recieved anything but a press release. Please stop trying to blame your mistakes on me.

    As far as the script goes that may be right but as I said I would have found a new host anyway.

    And you didn't even try to explain why 2 different support tickets were never answered and another one had to be pointed out to you 48hrs after it was made before I got a response.

    I didn't email anyone about the Billing issue. I filled out the CGI form you have linked from UltraSpeed and I know it gave me no errors when I filled it out. The system must have messed up and not recorded it or something because now that I think about it I never recieved one of those automatic responses saying it went through. But that still doesn't excuse the toher 2 tickets mentioned above that were forgotten.

    Please do not respond to this post as there is nothing you can say to make me feel better at this time. The only reason I have posted again is the fact in your first post you tried to blame this whole thing on me for not filling out something I never recieved.

    [Edited by JeremyL on 03-19-2001 at 11:16 AM]
      0 Not allowed!

  20. #20
    Originally posted by BurstNET
    4) I would like you to show me the posts on this board that I have made that give BurstNET™ a bad rap. I'll doubt you'll find anything in the past year or so. Ever since I took a break after the True Hosting buyout, you'll find that my attitude on this board has been more than honorable...with the exception of when competitors, such as yourself, directly attack our firm, in an attempt to gain market share by playing dirty.
    http://webhostingtalk.com/showthread.php?threadid=1298

    BTW, I'm not a competitor: just a monitor of hosting companies who has been watching Sean stick his foot in it every time he responds to a public complaint about Burst. Neither Burst nor Sean have changed since that discussion was started, as should be blindingly obvious to anyone reading this discussion.
    Deb Suran
    Musical Instrument Makers Forum - http://www.mimf.com
      0 Not allowed!

  21. #21
    Join Date
    Sep 2000
    Posts
    514
    Originally posted by BurstNET

    The client did not confirm his account, he doesn't deny that. BurstNET™ is not in the business to give free hosting service out. We waited 6 weeks before we started to suspend non-confirmed clients. That isn't even the issue he is complaining about. The client understood that he needed to confirm such.
    Uhhhh, OK I am going to try to remain calm. For the last time. This is on of IF NOT THE BIGGEST THING I was complaining about. And what free Hosting. I was paid up for 3 whole months at that time.



    Originally posted by BurstNET

    MySQL is not working on an UltraSpeed UK server, that also is not our problem. Once confirmed, THEN the issue was our responsibility. The client basically wanted us to fix a development issue, and that is not our responsibility. Most likely UltraSpeed UK had something special set up on their servers that we were not made aware about, that allowed the clients script to run. The client never once told us that was the issue...he just complained MySQL was not working, which was not true, we got it set up for him and it worked fine. MySQL was not working on an UltraSpeed UK server.
    You bought their client base so it was your issue. And what in the world are you talking about with something special on the Ultra server. There was nothing special about the server and even if there was how the hell would I know about it to tell you. Duhhhh!!!!!!!


    Originally posted by BurstNET

    We feel we provided the necessary support to the client, and have stated our case. The tickets back such up. You are right when you say there is a harshness in my post, there was...
    What tickets were you reading. The first thing you should of done when you saw I hadn't filled out a form you never sent me was say hey fill this out and provide a link to the form. Instead you say you are cancelling the account and it takes me days, 2 phone calls, and another support ticket before I finally get the link to the form. It should have been included with the first support ticket.

    Originally posted by BurstNET

    His site wasn't even hosted on a BurstNET™ server yet, nor a UltraSpeed USA server that we purchased.
    Then where was I hosted?

    Originally posted by BurstNET

    And yes, it is the client's reponsibility to let us know any additional software or modules that they may require.
    ie...if you have a script that requires mod_perl, and you are looking for a webhost, are you not going to ask whether they support such, or if they can install it for you, so th you may run your script?
    I have no idea what modules the server had installed since it was a virtual account. How am I supposed to tell you anything.

    Originally posted by BurstNET

    But we cannot apologize for other complaints that we feel we are not at fault for. We can be understanding of his issues, and that we are. The client never even told us that his script would not work though.
    Please read the full details of his post, and then read the tickets, then you will see that the problems were handled professionally and we did the best we could with the information he supplied to us.
    ROFL!!!!!!!!
    Thats funny but it's not April 1st yet.
    I never even tried to install a script on the old server. All I was trying to do was pull up the database to edit fields. Even the PHP Admin was getting errors.

    [Edited by JeremyL on 03-19-2001 at 11:38 AM]
      0 Not allowed!

  22. #22
    Join Date
    Sep 2000
    Location
    New York/USA
    Posts
    1,690
    I kind of agree with burst. if the server is an ultraspeed server, then burst should not be doing anything to it. once the form was filled out to have the server transferred to burst, then they should start working on it. it seems that once the buyout occured, all servers that did not fill out the form belonged to USUK, not burst. so i'm sorry burst is on my side for this issue. if you were offering dedicated servers, would you help someone else who posted a question on your helpdesk about their dedicated server if it wasnt even yours? i think not. you would want to make sure it's your client first.
      0 Not allowed!

  23. #23
    Join Date
    Sep 2000
    Location
    New York/USA
    Posts
    1,690
    well, he may have bought the client base but all the clients had to confirm they wanted to switch to burst or jump ship. those who confirmed should have received prompt support. as i'm not familiar with the whole buyout thing and what was bought and the specifics, this is what i can draw. no flame wars please, it's just from reading everyone's post
      0 Not allowed!

  24. #24
    Join Date
    Sep 2000
    Posts
    514
    Originally posted by teck
    well, he may have bought the client base but all the clients had to confirm they wanted to switch to burst or jump ship. those who confirmed should have received prompt support. as i'm not familiar with the whole buyout thing and what was bought and the specifics, this is what i can draw. no flame wars please, it's just from reading everyone's post
    But don't you think they should have made sure everyone knew this because I sure as hell didn't. And that is nobody's fault but Burst's. Them trying to blame me is just plain desperate. And the fact they won't admit they made a mistake makes the whole situation 500% worse.

    Let me give BurstNET some advice. When a customer complains you want to calm the situation down. I was mad as it was and all you did was fan the flames by saying you had not made the mistakes. I have been involved with customer service for many years and you handled this all wrong. What you should have done was apologize and let everyone know you would work to make sure this never happens again and then shut up and say nothing again. It would have showed class which I have not seen from you so far. People would have said to themselves "Hey they made some mistakes and realize that and are working to make sure it doesn't happen again". You would have saved alot of face. Instead many people are now saying to themselves "Hey they are blaming a client for something he knew nothing about". Do you really think you have any respect in those peoples eyes? No.

    You posted ealier that you would not acusations go by without responding. Well if you ever want to salvage your reputation on this board and then Net as a whole you will do that. If you do respond keep it simple and do as I said above. Being defensive in responsives get you nowhere if you haven't already learned.

    [Edited by JeremyL on 03-19-2001 at 11:50 AM]
      0 Not allowed!

  25. #25
    Join Date
    Aug 2000
    Location
    Saint John, New Brunswick, Canada
    Posts
    211
    Originally posted by teck
    well, he may have bought the client base but all the clients had to confirm they wanted to switch to burst or jump ship. those who confirmed should have received prompt support. as i'm not familiar with the whole buyout thing and what was bought and the specifics, this is what i can draw. no flame wars please, it's just from reading everyone's post
    His point is that he did not receive any information or anything requesting him to confirm this. If one company buys out another company, it is not up to the clients to contact the new company - it is the new companies place to contact the clients and inform them of any and all procedural changes. It appears this was not done.
    Racin' Rob
    http://www.racin.net
    640 Kilobytes of computer memory ought to be enough for anybody.
    -- Bill Gates, 1981
      0 Not allowed!

  26. #26
    Join Date
    Apr 2000
    Location
    Nevada, US
    Posts
    5,428
    JeremyL: I am not following you...

    Your site WAS NOT suspended.
    We did email you out a notice to confirm/cancel your site...every client got one. They were sent to the same address as the notice for the buyout which you stated you did receive. We used the same mailing list both times..if we sent you one, we sent you the other. That is fine that you did not receive it, we fully understand that. It was for reasons such as that that we did not go suspending everyone's account right off the bat. We still have not suspended most accounts that did not confirm/cancel. So taht brings us to the point where you contacted us about a UltraSpeed UK server having MySQL problems. We requested at that time that you confirm your service with BurstNET, so that we may provide you with the proper support. We could not fix the MySQL on UltraSpeed UK's server, because it is not our server. There was no way for us to tell when you were or were not paid up to date for, until you fille dout the form, and we go thru the billing database verification procedure. So we got you to fill out the form, aWe moved your site to our servers, all was fine. Then you said you did not have MySQL access. We assumed you would have set it up yourself in the CPanel, figuring that is how you did it t UltraSpeed. We decided to help you out and do it for you though...so we asked for your MySQL setup info. We got that from you, set up the database on our server. We tested it, confirmed it working, and then sent the shell output of the login to you to show you it was indeed working.
    We never had any mention from you that you were trying to install a bulletin board. As far as we knew you were just storing info, or working with a PHP script.

    What I meant by something special on the UltraSpeed UK servre is something called a "module". It is an add on for the web server. Most bulletin boards require certain ones to operate. UltraSpeed UK may have had what you needed pre-installe don their server, or may have done it for you if you told them what you were installing. It is not the webhosts responsibility to know every piece of software that a client installs on their site. This is what I meant above by a "development issue"...You needed to tell us that you needed a certain module installed (and we would have happliy installe it for you), or told us that you were installing a certain bulliten board and asked what it may require. If you had even just mentioned the word bulletin board, we would have known what the problem was...but you did not. As far as we knew it was just a problem on your end development-wise.

    We do accept blame for the delay in domain name transfer. I apologize again, as I have stated prior, for the delay in such...the final step with the account move as far as we knew.

    As far as the unanswered billing inquiry goes,
    I have found the cause of the problem there. We were in the middle of integrating the billing dept into the new ticket system, and we missed some issues. We have since removed them from the system, due to the fact that they are not technically inclined enough to use it...and refer to sick with normal email. I apologize for the mix-up there...

    Sean R.
    BurstNET™
      0 Not allowed!

  27. #27
    Join Date
    Apr 2000
    Location
    Nevada, US
    Posts
    5,428
    "Then where was I hosted? "

    An UltraSpeed UK machine for some reason.

    "I never even tried to install a script on the old server. All I was trying to do was pull up the database to edit fields. Even the PHP Admin was getting errors."

    The old server is not our responsibility.
    Once you confirmed and we got your account moved onto our server, then it is our responsibility.
    If you were atleast on an UltraSpeed USA machine, we would have atleast figured out the problem, to help you out, while the transition to our machines was taking place.

    IMPORTANT:
    It needs to be clearly pointed out that we were not supplied with a client list by domain name from UltraSpeed.
    We had a billing database and that is it. We had no idea what domains/accounts belonged to whom.
    We only even knew what domains/sites were hosted because we went into the servers and actually looked in the setup info and made a database from there. So even if we tried, we could not have contacted the accounts that did not confirm again.
    All we could do was email the list of clients from the billing database...which we did.
    The UltraSpeed records were even worse than True Hosting's records...so you can imagine the mess they were.

    Sean R.
    BurstNET™

      0 Not allowed!

  28. #28
    Join Date
    Sep 2000
    Posts
    514
    Sean I am disapointed you didn't take my advice. I just indirectly told you how to satisfy me and get me to go away back to my little hole in the world but you refuse to wake up and smell the good customer service practices. Instead you insult my intelligence by acting like I know nothing about servers. Are you trying to distract people from the real issue here? I never really had a problem with the technical aspects of all this. My issue is with customer service and the time it takes for emails & phone calls to be answered if they are answered at all.

    1. Lets recap a few facts. One message I left on your voicemail was never answered.

    2. Another call I talked to you in the morning and you told me you would get me the form. It never happened and I had to email again.

    3. It took me three straight days of asking for this form to actually get it. It should have been included with the original ticket when you said you hadn't recieved it.

    4. After I filled out the form you didn't even know it had been done even though I had opened another ticket to let you know and ask for resolution of the problem.

    5. It took me telling you the ticket had not been answered in 48hrs for you to realize I had even opened another ticket and respond to it for the first time.

    6. Two completely different support tickets have NEVER been answered to this day. One of them you say your system lost. The other seems to have just been ignored.

    7. And the DNS which at least you are willing to admit to this.

    I don't know what you consider this but I know I consider it terrible CS.
      0 Not allowed!

  29. #29

    This post

    First off I'm biased as heck because I work for burstnet, so everyone doesn't need to point that out. :-) Thanks. Anyways, we can argue about this all day long and nobody is going to gain *anything* from it. JeremyL: If you would like to get the problem resolved, feel free to email myself ([email protected]) or sean ([email protected]) directly.
    J. Nick Koston - cPanel, Inc.
      0 Not allowed!

  30. #30
    Join Date
    Sep 2000
    Location
    New York/USA
    Posts
    1,690
    i think it would best be resolved over the phone.
      0 Not allowed!

  31. #31
    Join Date
    Sep 2000
    Posts
    514
    It has been resolved. I moved my site to a different host.
      0 Not allowed!

  32. #32
    Join Date
    Apr 2000
    Location
    California
    Posts
    3,051
    Originally posted by BurstNET
    Gary:
    I don't know what evidence you were reading, must be something you planted to back up your post.
    Pay attention to what was written, instead of taking an opportunity to slam a competitor. Read the tickets for the hardcore evidence. We did our job. The tickets show such.

    The client did not confirm his account, he doesn't deny that. BurstNET™ is not in the business to give free hosting service out. We waited 6 weeks before we started to suspend non-confirmed clients. That isn't even the issue he is complaining about. The client understood that he needed to confirm such. MySQL is not working on an UltraSpeed UK server, that also is not our problem. Once confirmed, THEN the issue was our responsibility. The client basically wanted us to fix a development issue, and that is not our responsibility. Most likely UltraSpeed UK had something special set up on their servers that we were not made aware about, that allowed the clients script to run. The client never once told us that was the issue...he just complained MySQL was not working, which was not true, we got it set up for him and it worked fine. MySQL was not working on an UltraSpeed UK server.

    Get your facts straight if you are going to comment us.
    And as far as my posts in this forum, I feel I handle myself pretty darn honorably in light of some of the non-sense people post here about our firm...
    I could just go after competitors, say like Web Hosting Network (www-hosting.net) and post derogatory statements about them, but I feel that would be dis-honorable, and most like hurt our reputation rather than gain us clients...what do you think?

    Sean R.
    BurstNET™


    I'm not sure why people had to confirm anything, other than wanting to be willing to be hosted on Burst after the buy out. I didn't read all the support tickets, but from the first one I did read, it said that the MySQL user was "root". Was that his own dedicated server or a shared server? It doesn't appear this user was on a dedicated server, so assuming it was shared, maybe you could have noticed and informed them that they can't connect to the "root" user's MySQL database?

    As for confirming the user, why not just check and see how long their hosting contract and payment goes up to and not bother questioning them in the manner you did, as if they might be trying to scam a free hosting deal out of you? Could you imagine just sending 3 months of hosting payment (Why didn't Jordan tell people before he accepted payment for hosting, when he knew it was being sold the next day?), and finding that you're being doubted as a real ex-ultraspeed client? It's good to see you were trying (I don't know to what extent) to get the user's site back up, but I'm not sure about the DNS deal either (probably because I didn't read any of the other support tickets yet), but some of this would be likely better checked by your company verifying the person's name and contact email, as well as at least letting them know that they can't connect as root to MySQL.

    Finally, that you said UltraSpeed must have had something custom or unique and that's the explaination for the problem with the program? How is that a "DEVELOPMENT ISSUE", when they are using simply MySQL database connection calls? Further, that no one told this user he's not root, unless he did have root access to his own server, or yours. Surely, I don't know the full story, but this user clearly said that they were going to set up a program that they hadn't been running on the other server, so any other server setups that were on UltraSpeed are irrelevant to the issue. You still, as a provider, need to supply support to the client's in more than a billing aspect, especially if it's a simple issue of database connections. You said you got it to work yourself, when you tested it. Did you test it as his user? If so, why not explain how and what they needed to do, or just leave it set up for them, so their problem is solved? That doesn't seem to make sense, but just going off what I saw so far.
      0 Not allowed!

  33. #33
    Join Date
    Apr 2000
    Location
    California
    Posts
    3,051
    Originally posted by BurstNET
    There you go again speaking of things you have no idea the situation about...twisting and contorting happenings and events.

    1) Regarding the refund due a client last week: It was $700, not $800...and it was because UltraSpeed USA's records were messed up. You can email [email protected] to verify that the records show the client owing the funds we debited. The client is more than happy with our conclusion of the matter, and fully understands why the funds were debited. If the client is happy, what right do you have to post a derogatory statment about us in this matter? Worry about your own clients, not ours.

    2) I would like for you to show us where on our website it states "going after my competitors" as in your statement "going after my competitors like you claim in your website".

    3) I don't know what tickets you are reading, but the ones the client posted clearly shows we attended to his problems.
    Must be some of your tickets you are confusng with ours.

    4) I would like you to show me the posts on this board that I have made that give BurstNET™ a bad rap. I'll doubt you'll find anything in the past year or so. Ever since I took a break after the True Hosting buyout, you'll find that my attitude on this board has been more than honorable...with the exception of when competitors, such as yourself, directly attack our firm, in an attempt to gain market share by playing dirty.


    Sean R.
    BurstNET™

    Sean,

    It looks to enough of us, as evidenced by the posts on this thread by many people, that you didn't handle it properly and should have better prepaired for this move. If you know someone paid, which you should have been able to verify when you bought out said company, then you shouldn't give anyone (ANYONE) any problems about questioning if they are a client or not. Just simply check the records. If UltraSpeed had poor records and makes this difficult, then you probably made a poor decision in buying a company that wasn't together enough to make it worth it. There you go again, denying *Any* responisiblity, which is the problem I outlined the very day of the buyout. This fact has been proven over and over again.

    In some aspects, you seem to want to do a good job, but you continually create the problems you have to deal with. Never making it better. Of course, it's hard to make some company buyout like TrueHosting be worse in effect. Still though, there's more to this, then competitors trying to steal away your precious clients! I mean, give us a break! If that's the best you can do, you best just drop it. People can voice their opinions and have a right to be concerned for the welfare of more people than themselves and their own personal client's. There's nothing wrong with that and that's no indication of wanting to 'steal away' your clients. Who's he going to steal? The client that is no longer on Burst, nor even wants to be? You continue to say that you weren't responsible until the client confirmed they were going to be hosted on your service. The records show that they paid, you host them. Especially if their emails prove they are willing to be hosted. You don't need a confirmation at that point, because it IS your confirmation.
    It seems fairly easy to me, to make it difficult for the client to confirm, but say you're not responsible for the confirmation or problems, until they confirm. Why do I feel like I'm in one of those satarical, confusing scenes between Radar and Colonel Blake in M*A*S*H? I think it'd be easy enough to check the user being a client of the former company, and the fact that you buy that company (Or, it's "assets") and the client's suffer, is the biggest issue, no matter who blames who. This is why people were worried about, and it seems rightfully so, the buy out and what will transpire afterwards.
      0 Not allowed!

  34. #34
    Join Date
    Apr 2000
    Location
    California
    Posts
    3,051
    Originally posted by BurstNET
    Read the tickets.

    We assisted with every problem the client notified us about.
    We did make one mistake, and that was in transferring the domain name to slowly..the last step in his move. For this we apologize. If a client does not supply full information on an issue, we cannot be expected to assist with something that we do not even know exists. He told us MySQL was not working, we move him to our server and fixed it, and tested it, and showed him that it worked. At no time did the client tell us that he was trying to install bulletin board software.

    Read the tickets.

    Sean R.
    BurstNET™
    You continue to say they, at no time, informed you of the MySQL problem, but it's clearly on the support tickets. Also, even web hosts are allowed to state their opinions, suggest, advise or complain about other services, if they aren't directly causing the issue to make you look bad. If you make yourself look poor to them, they can surely state so, and it's not playing "dirty" for people to do just that, nor is it an indication of trying to take customers from you -- and it's offensive to every other web host that is told they can't post their opinion or comment without being accused of such an ill intention. This, further makes you look worse. I think that was the point, or continued point.
      0 Not allowed!

  35. #35
    Join Date
    Apr 2000
    Location
    California
    Posts
    3,051
    Originally posted by teck
    well, he may have bought the client base but all the clients had to confirm they wanted to switch to burst or jump ship. those who confirmed should have received prompt support. as i'm not familiar with the whole buyout thing and what was bought and the specifics, this is what i can draw. no flame wars please, it's just from reading everyone's post :)
    Yeah, right. And Burst cleary stated, on this buyout terms, that they were not responsible for any refunds or any payment made for hosting prior. Therefore, people had the choice of either dealing with it, or losing out on any or all money they had paid up to date, for whatever amount of duration they were supposed to be hosted. It's not as if people had a choice otherwise. Confirm what, exactly? Why did they client have to confirm that they wanted to be hosted, even though they were paid up for months of hosting in advance? It's not the client's fault that Burst and UltraSpeed didn't work out a good agreement and have all the records done. So, the client suffers and that sucks!

    It doesn't even appear that Burst sent out over one email to each party to inform them about filling out this confirmation form. Want to know why they had to fill it out to be hosted? Because Burst didn't "buy" the UltraSpeed "company", but only bought the "assets" (i.e., systems and clients). So, since the client has to agree to their terms of their service, they had to basically sign up with them, which they call a "confirmation". That way, Burst keeps them on, or the client loses whatever amount of money they paid for hosting prior to this buyout. And, no one warned the clients, until it was done. People paid a few weeks to a day prior to the buyout, which is really unfair to stick people with that choice. This, to me, doesn't seem like good business. Further, that they'd question this user's claim as to being a client, when they can clearly see there must be a client, to have shut down that client's web site, let alone made that client confirm the move is okay. What else would they do or could they do? Now, this newest problem? This doesn't and never has left the clients in any positive position and these such results show why.
      0 Not allowed!

  36. #36
    Join Date
    Apr 2000
    Location
    California
    Posts
    3,051
    Originally posted by BurstNET
    JeremyL: I am not following you...

    Your site WAS NOT suspended.
    We did email you out a notice to confirm/cancel your site...every client got one. They were sent to the same address as the notice for the buyout which you stated you did receive. We used the same mailing list both times..if we sent you one, we sent you the other. That is fine that you did not receive it, we fully understand that. It was for reasons such as that that we did not go suspending everyone's account right off the bat. We still have not suspended most accounts that did not confirm/cancel. So taht brings us to the point where you contacted us about a UltraSpeed UK server having MySQL problems. We requested at that time that you confirm your service with BurstNET, so that we may provide you with the proper support. We could not fix the MySQL on UltraSpeed UK's server, because it is not our server. There was no way for us to tell when you were or were not paid up to date for, until you fille dout the form, and we go thru the billing database verification procedure. So we got you to fill out the form, aWe moved your site to our servers, all was fine. Then you said you did not have MySQL access. We assumed you would have set it up yourself in the CPanel, figuring that is how you did it t UltraSpeed. We decided to help you out and do it for you though...so we asked for your MySQL setup info. We got that from you, set up the database on our server. We tested it, confirmed it working, and then sent the shell output of the login to you to show you it was indeed working.
    We never had any mention from you that you were trying to install a bulletin board. As far as we knew you were just storing info, or working with a PHP script.

    What I meant by something special on the UltraSpeed UK servre is something called a "module". It is an add on for the web server. Most bulletin boards require certain ones to operate. UltraSpeed UK may have had what you needed pre-installe don their server, or may have done it for you if you told them what you were installing. It is not the webhosts responsibility to know every piece of software that a client installs on their site. This is what I meant above by a "development issue"...You needed to tell us that you needed a certain module installed (and we would have happliy installe it for you), or told us that you were installing a certain bulliten board and asked what it may require. If you had even just mentioned the word bulletin board, we would have known what the problem was...but you did not. As far as we knew it was just a problem on your end development-wise.

    We do accept blame for the delay in domain name transfer. I apologize again, as I have stated prior, for the delay in such...the final step with the account move as far as we knew.

    As far as the unanswered billing inquiry goes,
    I have found the cause of the problem there. We were in the middle of integrating the billing dept into the new ticket system, and we missed some issues. We have since removed them from the system, due to the fact that they are not technically inclined enough to use it...and refer to sick with normal email. I apologize for the mix-up there...

    Sean R.
    BurstNET™
    Okay, that information is somewhat helpful for the rest of us knowing what happened, but still, if you buy out a company, you can't expect the client to email you and specifically inform you of everything they are aware that was installed. Unless you specifically mentioned and expected them to know that they'd be on an entirely different server. Further, I'm not aware of any web boards that require any specific module installed. Sure, some might need a Perl module or some graphics library, but I haven't seen any myself. My question though, is why did no one say anything about that user's output showing them as connecting as root? That seems to be the problem, since they were doing shared hosting. It's not a wonder why it was working for you, and I might be wrong about this, since I don't know if they were literally trying to connect as the root user, but if they were and that was the problem, what was all the hassle and delay for?

    Why didn't, in your support ticket response, you tell them how it worked for you, or if you did anything specific to get it to work? Did you test it on/with their account? If so, and it worked, why didn't you leave it, rather than have them continue with the problem and possibly be connecting as the root user, which will not work, obviously, or did you leave it? This is one of the things I'm trying to understand, since I didn't see a very good, informative or helpful response in the support tickets I saw, other than you acting as if they might not really be an X-UltraSpeed client, which would piss me off too if I was that person.
      0 Not allowed!

  37. #37
    Join Date
    Apr 2000
    Location
    California
    Posts
    3,051
    Originally posted by BurstNET
    "Then where was I hosted? "

    An UltraSpeed UK machine for some reason.

    "I never even tried to install a script on the old server. All I was trying to do was pull up the database to edit fields. Even the PHP Admin was getting errors."

    The old server is not our responsibility.
    Once you confirmed and we got your account moved onto our server, then it is our responsibility.
    If you were atleast on an UltraSpeed USA machine, we would have atleast figured out the problem, to help you out, while the transition to our machines was taking place.

    IMPORTANT:
    It needs to be clearly pointed out that we were not supplied with a client list by domain name from UltraSpeed.
    We had a billing database and that is it. We had no idea what domains/accounts belonged to whom.
    We only even knew what domains/sites were hosted because we went into the servers and actually looked in the setup info and made a database from there. So even if we tried, we could not have contacted the accounts that did not confirm again.
    All we could do was email the list of clients from the billing database...which we did.
    The UltraSpeed records were even worse than True Hosting's records...so you can imagine the mess they were.

    Sean R.
    BurstNET™

    Looks like you don't plan or put much research into the company's you buy, that's for sure. Question; For those that didn't confirm and to ensure an invalid email address wasn't in the records, why didn't you try one of many, many alternative means to contact the user's left over, by creating your own, new records? All you have to do, is look through the zone files, named config file, account directories for the user, find out whom owns what and go to NetworkSolutions and search the domain and email the domain owner's contact email.
      0 Not allowed!

  38. #38
    Join Date
    Dec 2000
    Location
    "the islands & bays are for sportsmen"
    Posts
    294

    Thumbs down One e-mail... what a phenomenal effort.

    *rolls eyes*

    In my experience with multiple hosting companies, it would appear that many companies are in a sort-of "la la land" where the rules that apply to bricks-and-mortar are thrown aside for this set of "magic guidelines" for the online world. Then the webhosts get their undies in a bunch when all the boys and girls don't play the game by those magic rules!

    One stinkin' e-mail to confirm. You can't be serious!

    Even I, as a small specialty shop retailer, with a total client list of <3000, would not rely on a single mailing (snail or electronic) to garner my customers' "required" response about any given issue. I feel that one contact would be short-sighted and arrogant.

    E-mail is lost. It is re-routed and dumped ALL the time. Just because e-mail #1 delivers, does NOT mean #2 will. And guess what! It's not the customer's fault if it doesn't arrive. The same goes for snail mail. I have had large packages returned to me "unable to deliver" when the addressing was 100% correct, and my customer is at the other end of the phone laughing, "well, I've lived here for 12 years..."

    Sean, you say that because of the system, you could not tell who had replied or who had not. Perhaps you, and other web hosts that are considering buyouts or mergers of a similar nature, could invest in a simple contact manager database. Even for this single-time use, the $69 or whatever would be a worthy investment. Import the records you DO have into the manager, keep an old-fashioned paper trail if necessary, and check off what you have and what you don't. You may have to actually CREATE said database *gasp* -- it might not be an automatic process -- and I realize this is a terrific hardship (yep, I'm being sarcastic) but a few days' up-front investment to have one's ducks in a row would do wonders to prevent situations just like this one. (Yes, I've "been there, done that")

    Don't even try to insinuate that this is not the kind of situation that could be managed in a non-automated way. Thousands of businesses much bigger than yours (and mine) have managed with pencil and paper for longer than any of us have even been on this planet.

    Furthermore... let's say that the old-fashioned way was not acceptable... there was nothing precluding Burst, or any business in a similar position, from sending out scheduled follow-up e-mails to the ENTIRE list at regular intervals until an "acceptable" percentage had contacted back. Brick-and-mortar rule of thumb: a minimum of three e-mails should have been sent within 3 weeks' time, unless the target response was achieved in only two.

    A simple line of explanation, "because this list is separate from our billing records, we must send this notice to everyone. If you have responded to a previous notice, please accept our regrets for sending this message to you. You may disregard it." would have explained the repeated mailings. And most people would think, "you know, they're really on top of this, that's good, I'm glad they're paying attention to their customers."

    How do I know... because every time I contact my customer base on a repeated basis over one specific project, those who have already responded often write to say, "thanks for being so tenacious, keep up the good work, it's nice to know you are really connected with your customers."

    Sometimes the click business could learn from the bricks-and-mortar sector. Just my $.02 on that issue.

    ---------------
    As far as Jeremy's site being hosted on a USUSA server, with 3 months' hosting paid, but asking Burst for assistance, and Burst refusing to help because Jeremy was not "confirmed" ...

    I hope that Burst understands that Jordan dished USUSA clients off to Burst, and all USUSA links were rerouted to Burst's site and tech support. Jeremy DIDN'T HAVE A CHOICE but to ask Burst for assistance. He had nowhere else to turn. I am sure that if the option were there, he would have had USUSA (or the "proper" server owner) tend to his issues, instead of putting Burst through such a hardship by expecting them to provide the service that it APPEARED they owed.

    (If the only support contacts are at the Burst site, well then it sure appears to this dense customer that Burst is tending to tech issues. Hmmmm.)

    Sheez, I am so glad I got the heck outta there. The customer service stories are getting worse instead of better.
    ---------------


    Bailey



    [Edited by baileysemt123 on 03-20-2001 at 01:02 AM]
      0 Not allowed!

  39. #39
    Originally posted by BurstNET
    There you go again speaking of things you have no idea the situation about...twisting and contorting happenings and events.

    1) Regarding the refund due a client last week: It was $700, not $800...and it was because UltraSpeed USA's records were messed up. You can email [email protected] to verify that the records show the client owing the funds we debited. The client is more than happy with our conclusion of the matter, and fully understands why the funds were debited. If the client is happy, what right do you have to post a derogatory statment about us in this matter? Worry about your own clients, not ours.

    2) I would like for you to show us where on our website it states "going after my competitors" as in your statement "going after my competitors like you claim in your website".

    3) I don't know what tickets you are reading, but the ones the client posted clearly shows we attended to his problems.
    Must be some of your tickets you are confusng with ours.

    4) I would like you to show me the posts on this board that I have made that give BurstNET™ a bad rap. I'll doubt you'll find anything in the past year or so. Ever since I took a break after the True Hosting buyout, you'll find that my attitude on this board has been more than honorable...with the exception of when competitors, such as yourself, directly attack our firm, in an attempt to gain market share by playing dirty.


    Sean R.
    BurstNET™


    Read #3 of your post about it must be your tickets not ours. If you don't think that's not giving you a bad rap then you obviously don't understand. And more than one person believes that your posts are not correct. So it seems like you would be able to understand what some of us are saying to you, but then again maybe you are thick.

    "BurstNET™ has NEVER made a derogatory post about a competitor, in a public forum, in all of our years in the business. We don't play the game that way."

    You just did this in the above thread. You may not have came out directly and said so & so sucks, but you give the impression of attacking this persons business.
      0 Not allowed!

  40. #40
    Join Date
    Feb 2002
    Posts
    7
    Ever heard the expression in business
    "The customer is always right”

    Even if they are in the wrong DON'T accuse them or blame them, this is just going to get their back up and end up posting their comments somewhere.
      0 Not allowed!

Page 1 of 2 12 LastLast

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •