Web Hosting Talk : Web Hosting Main Forums : Dedicated Server : server.lu don't want me as a customer?

[Yonzie]

Last saturday (8 days ago), I ordered a server at server.lu.
Shortly, I got an automated email prompting me to confirm the order, but it didn't list the RAID card I ordered. Therefore I didn't click "accept", and instead replied to the automated email (which was sent from their normal email address).
On Sunday I hadn't heard back, so I replied again, this time making sure to ask what I needed to do. I noticed that the confirmation link had changed, now stating that the account had already been activated.
I tried to call them twice on monday, but they didn't answer the phone.
I tried calling again wednesday, and talked to a lady who told me to email root.lu and she would forward my email to them.
I haven't heard anything from server.lu since the automated email a week ago.

I don't quite understand it, as pre-sales support (using the same email address) was extremely prompt, even late at night, mostly answering questions in minutes.

Is this normal procedure for server.lu or has something gone horribly wrong? I figure they may be missing parts or something, (seems to happen to them from time to time) but it's really inexcusable to keep me in the dark like this.

[Tristan Perry]

Do they have a support desk or anything? If so, maybe try using that?

Although either way it doesn't look good. I'd personally ring their phone again and tell them you've e-mailed them a few times and it's been over a week and nothing has been done. See what they suggest.

[zwtint]

Hello,

Please login at https://my.server.lu with the details which you got in welcome email and open a ticket at them. They will reply to you within 24 hours.

[AstroNyu]

Sometimes, something like this will happen to the host who are using automated solution. I believe you can try contacting them and explain what went wrong and I'm sure they will help.

[net]

It seems that the OP already called them which is the best communication to do.

It seems that Andy is busy again. I thought this is solved already?

[Yonzie]

zwtint: Problem is I haven't got a login.
This is the only communication I have received:

Dear customer,

hereby we confirm your order.

###############################################
!!! IMPORTANT !!!
###############################################

To accomplish your order you have to click on the following link:
[removed]

This is for security purposes and to fully verify your e-mail address.

--------------------------------------------------------------------------------
Server.lu - Order Departement

[zwtint]

Hi,

I see. Then open the link and click on the option (I dont know the exact text) that I paid the service. Then you should receive your login details!

[globichen]

I don't really see anything wrong here.
What went wrong is that the order remained unvalidated for too long and made this validation link expire automatically.

RAID should not matter at that point, because this only needs a validation which was actually designed to avoid scammers with no email address. Wheather this is a good solution or not is a different question.

This order is "gone" anyway. You can do another one and validate quicker. We will receive the right information in our backend.

[Yonzie]

Thank you for the explanation
What I don't understand is why you ignored my repeated emails about the issue. It wouldn't have taken many seconds to tell me to redo the order.

[Yonzie]

Originally Posted by globichen

RAID should not matter at that point [...] We will receive the right information in our backend.

K034:~# ./tw_cli info

No controller found.
Make sure appropriate AMCC/3ware device driver(s) are loaded.

K034:~# dmesg|grep AMCC
K034:~# dmesg|grep 3ware
K034:~# dmesg|grep 3w
K034:~# dmesg|grep Controller
PNP: PS/2 Controller [PNP0303:PSKE,PNP0f03:PSMS] at 0x60,0x64 irq 1,12
ohci_hcd: 2006 August 04 USB 1.1 'Open' Host Controller (OHCI) Driver
ohci_hcd 0000:00:12.0: OHCI Host Controller
ohci_hcd 0000:00:12.1: OHCI Host Controller
ohci_hcd 0000:00:13.0: OHCI Host Controller
ohci_hcd 0000:00:13.1: OHCI Host Controller
ohci_hcd 0000:00:14.5: OHCI Host Controller
ehci_hcd 0000:00:12.2: EHCI Host Controller
ehci_hcd 0000:00:13.2: EHCI Host Controller
shpchp: Standard Hot Plug PCI Controller Driver version: 0.4
K034:~#

For some reason, I don't think this relationship is going to work out.

[Marta Sloan]

Fri, 24 Apr 2009, I ordered a server at server.lu
Why you ignored my repeated emails and Pending Tickets?

Could you please respond to ticket 2857.
My customer number is 3489

Thanks!

[Yonzie]

On April 30th, I canceled my services @ server.lu, and requested at least a partial refund.
I got a reply that they would fix the RAID controller issue if I wanted. ("We just noticed a bug in our last ordering form update and as a matter of fact there is a mismatch with the product ID of the RAID controller, resulting that no raid will be ordered (but will also NOT be billed!)." -- Don't you test your stuff after changes? I'm sorry, but you fail!)
I replied that I just wanted to cancel, and got a positive response ("Yeah, you are probably right.")

I have not received any refund.
Today, I got an invoice for the next 30 days of hosting...

Are server.lu completely and utterly inept? This is fricking ridiculous.
Since I have not received a refund for services not rendered, I now have to file a chargeback, because server.lu is clearly a fradulent organization, not providing the services I pay for and sending invoices after cancellation.

Seriously, I cannot discourage you enough from doing business with these guys.

[Yonzie]

Oh, right. Forgot to mention that I emailed server.lu about the missing refund on the 26th. Needless to say, i have not received a response.

[SGiSAJOKE]

Sorry things didn't work out for you Yonzie.

I had one server delayed as they said I didn't order a Raid controller, the option wasn't even presented. I had put RAID 0 in the notes, for the 2 disks. It took 5 days to get the server.

I love their control panel and setup.

I have several servers with them. I'd get more from them if their connectivity was better to .FR or .NL

Give Mike Weimrichkrick a call at their posted number, he should be able to get your situation straightened out.

If you need another host with similar pricing and features. EasySpeedy has a very nice control panel. 3-5 Day setup, etc

Craig

[Kusai]

i dont think things need to be this harsh, if u talk things can be worked out easily.