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  1. #1
    Join Date
    Sep 2007
    Posts
    37

    Hivelocity letdown

    Here's a company that doesn't care about customer satisfaction, customer service or even their own reputation. I couldn't rate their customer service any lower. They said what they needed to make the sale, didn't come through with their promises then ignored me and gave me the runaround.

    There's hundreds of other hosting companies that understand how much competition there is and will jump through hoops to get your business and keep you satisfied, no reason to waste your time with one that doesn't care.

    Also, their signup process is slow and involved, requiring you to sign and fax a credit form along with a scanned photo of your credit card. If you need your server set up the same day or even anytime soon, don't count on it.

  2. #2
    Join Date
    Oct 2008
    Posts
    2,253
    so what exactly besides the slow setup time was the issue? you said customer service but what exactly happened?
    Leader of the new anti sig spamming club.

  3. #3
    Join Date
    May 2008
    Location
    Iowa
    Posts
    1,139
    Have you actually talked to them one-on-one about how unhappy you are? Alot can be result by simply talking to them and listening. Best of luck!
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  4. #4
    Join Date
    Sep 2007
    Posts
    37
    Yes, of course. Hence the reason why I'm saying their customer service is so bad. Most hosting companies I've dealt with, even ones that I didn't think very highly of, usually always had exceptional customer service because they understand how flooded this market is and how important it is to keep the customers happy and maintain a good reputation in order to stand out from the hundreds of other companies.

    Don't take my word for it though, just thought I'd share my experience. It was a big disappointment and waste of time dealing with them. Much better hosts out there who care IMHO.


    Quote Originally Posted by The-Pixel View Post
    Have you actually talked to them one-on-one about how unhappy you are? Alot can be result by simply talking to them and listening. Best of luck!

  5. #5
    Join Date
    Feb 2008
    Location
    Houston, Texas, USA
    Posts
    3,262
    Interesting view. Can you share a bit more information on how technical support let you down? Also, have you tried escalating the issue to managers?

    Regards

  6. #6
    Join Date
    Feb 2004
    Location
    Sacramento CA
    Posts
    3,513
    Sorry you had what seems like a bad experience but other then the slow signup process (which is by the way normal to many providers and unfortunately required to fight fraud) your "review" could use more details such as contacts, tickets, etc...

    As it is I really don't see anything that they did wrong.

  7. #7
    Join Date
    Jun 2009
    Location
    Manila
    Posts
    958
    well, all I can say is that they have great servers and the tech guys are great. Its just that they don't really show much care for their $8 VPS customers. but they are great!

  8. #8
    Join Date
    Mar 2009
    Location
    CA
    Posts
    9,350
    I must admit Hivelocity is a great provider. It's sad to see you unhappy but they always seem to be on top of thing's rarely do i see a negative review about them.
    〓〓 RackNerd LLC - Introducing Infrastructure Stability
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  9. #9
    Join Date
    Aug 2007
    Location
    Augusta, GA
    Posts
    209
    Quote Originally Posted by sleepybear View Post
    well, all I can say is that they have great servers and the tech guys are great. Its just that they don't really show much care for their $8 VPS customers. but they are great!
    They are a great provider over the years I have dealt with them, but on a 128MB on a VPS, there really is not anything you can do to support that. Lucky to get apache installed on it.

    I have been a customer of theirs off and on for 8 years, no negatives to date.
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  10. #10
    Could you give a bit more information? Chat logs or what the techs said? I have not had a bad experience so far with that company.

  11. #11
    I am very sorry to hear about your negative experience. Please feel free to contact me directly if you wish to discuss the details of your issues. If you have an $8 VPS then you dont really get much support on those. We ensure the node is up and running along with our network, and the rest is kind of up to you.
    Steve Eschweiler - Hivelocity.net - Since 2002
    The Bare Metal Cloud Co.
    Instantly Deploy Dedicated Servers in 30 Data Centers on 4 Continents
    24/7/365 World Class Phone, Chat and Ticket Technical Support

  12. #12
    Join Date
    Sep 2007
    Posts
    37
    It's wasn't an $8 account, it was a regular VPS account. You were already forwarded my issue (at least that's what I was told), to which you never responded, neither did my account manager or every email I've ever sent to your support email address. Just forget about it, I've already wasted enough time on this and gotten nowhere, I shouldn't have to post a message in a public forum to get some attention. I'll just cut my losses and move on.


    Quote Originally Posted by HivelocityGM View Post
    I am very sorry to hear about your negative experience. Please feel free to contact me directly if you wish to discuss the details of your issues. If you have an $8 VPS then you dont really get much support on those. We ensure the node is up and running along with our network, and the rest is kind of up to you.

  13. #13
    Quote Originally Posted by elektrobank View Post
    It's wasn't an $8 account, it was a regular VPS account. You were already forwarded my issue (at least that's what I was told), to which you never responded, neither did my account manager or every email I've ever sent to your support email address. Just forget about it, I've already wasted enough time on this and gotten nowhere, I shouldn't have to post a message in a public forum to get some attention. I'll just cut my losses and move on.
    I am sorry you were let down. We don't handle support via email however, only trouble ticket, live chat and phone. If you would resend any emails you have sent to us directly to me at steve@hivelocity.net I would be happy to look into any issue you are facing. If we have already lost your business at the very least I can investigate what went wrong to ensure it doesnt happen again.
    Steve Eschweiler - Hivelocity.net - Since 2002
    The Bare Metal Cloud Co.
    Instantly Deploy Dedicated Servers in 30 Data Centers on 4 Continents
    24/7/365 World Class Phone, Chat and Ticket Technical Support

  14. #14
    Join Date
    May 2008
    Location
    Iowa
    Posts
    1,139
    Quote Originally Posted by HivelocityGM View Post
    I am very sorry to hear about your negative experience. Please feel free to contact me directly if you wish to discuss the details of your issues. If you have an $8 VPS then you dont really get much support on those. We ensure the node is up and running along with our network, and the rest is kind of up to you.
    I actually do not see where it says that the $8.00 VPS does not provide 'much' support http://www.hivelocity.net/dedicated-...PS-servers.php Perhaps I'm looking in the wrong area? If I ordered a VPS going by that link I would be under the impression they all provide the same level of support.
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  15. #15
    Join Date
    Aug 2009
    Location
    Orange County, CA
    Posts
    25
    Quote Originally Posted by HivelocityGM View Post
    I am very sorry to hear about your negative experience. Please feel free to contact me directly if you wish to discuss the details of your issues. If you have an $8 VPS then you dont really get much support on those. We ensure the node is up and running along with our network, and the rest is kind of up to you.
    So you're saying if I were to buy a $8 VPS from your website, you would give me no support just because I'm only paying $8? It says on that VPS page listed above that you offer managed services for all VPS packages. Just because I'm paying $8, why does that make me any different?

  16. #16
    Quote Originally Posted by ChrisGeiger View Post
    So you're saying if I were to buy a $8 VPS from your website, you would give me no support just because I'm only paying $8? It says on that VPS page listed above that you offer managed services for all VPS packages. Just because I'm paying $8, why does that make me any different?
    You get what you pay for. Period

  17. #17
    Quote Originally Posted by ChrisGeiger View Post
    So you're saying if I were to buy a $8 VPS from your website, you would give me no support just because I'm only paying $8? It says on that VPS page listed above that you offer managed services for all VPS packages. Just because I'm paying $8, why does that make me any different?
    The nodes themselves are managed. We ensure each node is up and running at all times. I will add some verbage so everyone knows the $8 VPS are not fully managed.

    As far as "just because you are paying $8 what makes you any different"...exactly that, you are paying $8. These are OpenVZ VPS packages with no control panel. They are $8 and the amount of support you get outside us ensuring the node is up and running 99.99% of the time is....well none. If you want a managed service with tech support to help you when you break something then you have to pay for it.
    Last edited by hivelocitygm; 08-11-2009 at 04:15 PM.
    Steve Eschweiler - Hivelocity.net - Since 2002
    The Bare Metal Cloud Co.
    Instantly Deploy Dedicated Servers in 30 Data Centers on 4 Continents
    24/7/365 World Class Phone, Chat and Ticket Technical Support

  18. #18
    I just added some quick text to our site to clarify the point of what is and is not included with the $8 VPS.
    Steve Eschweiler - Hivelocity.net - Since 2002
    The Bare Metal Cloud Co.
    Instantly Deploy Dedicated Servers in 30 Data Centers on 4 Continents
    24/7/365 World Class Phone, Chat and Ticket Technical Support

  19. #19
    Join Date
    Aug 2003
    Location
    East Coast
    Posts
    2,082
    Quote Originally Posted by HivelocityGM View Post
    I am very sorry to hear about your negative experience. Please feel free to contact me directly if you wish to discuss the details of your issues. If you have an $8 VPS then you dont really get much support on those. We ensure the node is up and running along with our network, and the rest is kind of up to you.
    .. wow

    What a piss poor response to give a paying customer. In all honestly the OP is right, you are lucky to have his business and you should treat it that way. We have $1.99/mo customers that we treat with the same amount of respect and gratitude as our large resellers.

    When providing customer support sales should not come into the picture ever!

    I have lost all respect for hivelocity based on the responses in this thread. Good job

  20. #20
    Quote Originally Posted by keepr View Post
    .. wow

    What a piss poor response to give a paying customer. In all honestly the OP is right, you are lucky to have his business and you should treat it that way. We have $1.99/mo customers that we treat with the same amount of respect and gratitude as our large resellers.

    When providing customer support sales should not come into the picture ever!

    I have lost all respect for hivelocity based on the responses in this thread. Good job
    I am sorry you feel that way. I wasnt trying to upset anyone, just explain the truth of the matter. We do not offer support on the $8 VPS solution. We ensure the node is up and that is it. Hivelocity has long track record of superb support and customer service that many can attest to. We just simply do not provide management on our $8 product. We provide support on every other product we offer, even our "self managed" servers.
    Last edited by hivelocitygm; 08-11-2009 at 05:03 PM.
    Steve Eschweiler - Hivelocity.net - Since 2002
    The Bare Metal Cloud Co.
    Instantly Deploy Dedicated Servers in 30 Data Centers on 4 Continents
    24/7/365 World Class Phone, Chat and Ticket Technical Support

  21. #21
    Join Date
    Mar 2009
    Location
    CA
    Posts
    9,350
    Had to edit this post because what i was going to say was mentioned sheeeeesh you guys are fast
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  22. #22
    Join Date
    Jul 2006
    Posts
    1,080
    Im suprised to see this, being a new dedicated client ive received exceptional support to a few initial teething issues we've had with IP's and such and my account manager Drew is excellent .

  23. #23
    Join Date
    Jun 2003
    Location
    Calgary, Alberta
    Posts
    531
    I had the same opinion on the Dedicated side until tonight...

    The support has been terrible and no one is giving me answers as to why my server is offline.

    This in itself makes me wonder if I made the right choice giving my hard earned money to company that can't provide me answers when something is clearly wrong.
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  24. #24
    Join Date
    May 2006
    Posts
    261
    They are terrible, always been terrible, and will always be terrible! Simply find a new provider, nothing more to do regarding the matter..

    Their customer service is slow, rude and far from knowledged.

  25. #25
    Join Date
    Mar 2008
    Location
    UK
    Posts
    1,135
    I disagree with you all. I have had an excellent time with Hivelocity, and they are always there to help me.

    @OP, you obviously aren't going to give us further information such as circumstance explanation or basically what happened.

    @keepr, it is very much explained that the support level for that package is low, but is all honesty, you are not providing the same package as Hivelocity, they are specialised in the higher end server industry, whilst you appear you be sub-VPS.

    @A Grateful Dad, have you attempted to escalate your ticket?

    @Falecto, having been with them for one year this September, what I have to say is very much to the contrary.
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