Results 1 to 17 of 17
  1. #1
    Join Date
    Mar 2008
    Location
    Romania
    Posts
    17

    Angry KeyWeb - A nightmare

    So...here is my nightmare with KeyWeb A.G.

    These is a long story composed of 20 tickets that i have with them but i will try to explain it in a shorter way.


    I have bought from them 1 VPS 1 month ago, they got it running in 1 day, all fast and great so far...after 3-4 days i have noticed high loads on it so i have decided to buy another VPS to distribute the clients on those 2 VPS...they got that setup very fast all great...after that i have noticed that even 2 VPS doesnt fit my needs...so i have decided to buy a dedicated server.

    Ok...i have ordered a dedicated server asked when would it be available and they said "maximum 7 days..." so i made some plans to move the clients , made a schedule etc...and this is when the nightmare begins, i waited and waited and waited, 7...8..10...13...days they always said that they are waiting on the hardware supplier to send them the parts, so on the 13 day i have decided to cancel my order with them for the dedicated server.

    After i had canceled my order they sent me an email that the server is ready and setup , i told them that i had canceled it as i no longer need it due the LONG deployment, they didnt care and billed me for 99 EURO , they have answered my ticket regarding this ammount taken from my credit card after 2 days and stateing that "the 13 days is not such a long term"!
    They have always reply by different names each asking for different things from signed cancelation (THAT I HAVE ALREADY SENT!) and stupid questions like "what server do you want to cancel?"

    SO...i have requested that they refund my the money (99 EURO), this is where the fun part begings, they have stated that if we can find a solution to the problem...like give me assets or someting like that...i have told them NO, but they still ignore me, so i have decided to go tomorrow to the bank and go with a chargeback.

    They are just a nightmare for me in this case, i had a good impresion of them regarding the tech support, but this refund is just makeing me sick !

    My advice for you is this : think very well when before going with them. In my case they have disapointed me!
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  2. #2
    Join Date
    Mar 2008
    Location
    Romania
    Posts
    17
    Just got a message and they have stated that they will process the refund request tommorow. Glad to see that things are sorting out...
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  3. #3
    Join Date
    Sep 2009
    Posts
    1,794
    You should cancel after 48 hours. Boy, 7 days for a dedicated server... ???
    LVPSHosting.com|Virtual Private Servers|Dedicated Servers|
    Managed Hosting Solution|24/7/365 Support
    Datacentar and servers location: Holland, Europe

  4. #4
    Join Date
    May 2002
    Location
    Moscow
    Posts
    1,490
    It is not rare case for German provider. But, to be honest they probably do not charge you before sending you welcome message so this is issue out of usual practice. May be Keyweb have other terms though...
    Rustelekom LLC Dedicated server since 2002, RIPE NCC member, LIR, AS51168

  5. #5
    Join Date
    Mar 2008
    Location
    Romania
    Posts
    17
    It seems that they change their mind from day to day, now they have stated that they will not refund the money, let me post a reply from them.

    Hello,
    -----------------------------------------
    I do understand you very well. But unfortunately we can't accept your cancellation for the 11/09/09 - we accept it for 11/30/09.

    Our technical support did already build the server in the meantime you said you don't want it any more. The order was authoritative. We had a lot of work and costs for this server. We send you the login details also on 11/09/09. We cannot depart from our opinion.

    It's a pity that our suppliers didn't delivered within the time stated.

    Best regards,

    Katharina Kronberg
    -------------------------------
    This is one reply from the 30 or so..

    They are just a nightmare for me, my advice is, dont you ever do bussines with them.

    I will keep the post updated.
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  6. #6
    Quote Originally Posted by vall View Post
    They have always reply by different names each asking for different things from signed cancelation (THAT I HAVE ALREADY SENT!) and stupid questions like "what server do you want to cancel?"
    Typically Keyweb .
    Web10 ict services - www.web10.nl

    Specialist in high traffic and storage servers, hosted in the Netherlands (EU). Own hardware, no reselling!

  7. #7
    Join Date
    Mar 2008
    Location
    Romania
    Posts
    17
    If i would have know how they react in such cases i would have avoid them instantly...but it seems you find the good ones and the bad ones on your own skin in most cases...
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  8. #8
    Your vps servers are still online?
    Web10 ict services - www.web10.nl

    Specialist in high traffic and storage servers, hosted in the Netherlands (EU). Own hardware, no reselling!

  9. #9
    Join Date
    Mar 2008
    Location
    Romania
    Posts
    17
    The VPS and the dedicated server are both online.
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  10. #10
    Join Date
    Jun 2004
    Location
    Europe
    Posts
    3,523
    Quote Originally Posted by LVPSHosting View Post
    You should cancel after 48 hours. Boy, 7 days for a dedicated server... ???
    Be aware, that you as a customer, pay extra monthly fee for a provider to keep a (large) stock of servers. Risk always gets paid by the customer.
    Swiftway.net Your Business deserves our Quality - Experts on Hand since 2005. Europe & US locations, we operate our own network AS35017
    Unbeatable dedicated bandwidth deals for Dedicated servers ! Support response time <15 minutes 24/7

  11. #11
    Join Date
    Nov 2009
    Posts
    33
    Go to your bank and tell them that supplier didn't deliver item within agreed period. Your bank will put money back to your account. As a credit card holder you have more rights than a credit card accepting merchant especially when there is no signature or written (on paper) order or confirmation. The problem they have with their supplier is their problem and they are not allowed to bother you with that.

  12. #12
    Join Date
    Mar 2008
    Location
    Romania
    Posts
    17
    I will go to the bank tomorrow and request a chargeback.
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  13. #13
    Join Date
    Mar 2008
    Location
    Romania
    Posts
    17
    I have issued the chargeback today at my bank, and as usual they have responded in a very nice style

    Here is a reply

    ---------------
    Hello,

    you ordered this server. The order was definitely hard and fast. We delivered in the meantime you wanted it's services no more.

    You said you do the charge back. That's the reason why we stopped our services temporarily. We will give this issue to our agency of dept collection in your country.

    We ask for a conclusion.
    ----------------------

    So for them 14 days is a fast server deployment...i wonder how long does it take for a slow one...
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  14. #14
    Join Date
    Nov 2009
    Posts
    33
    Did they take down your other servers as well? You should not have told them that you went to your bank. Normally if your bank does a refund it takes at least two months before the merchant gets notified about this. Let sleeping dogs lie.

  15. #15
    Join Date
    Mar 2008
    Location
    Romania
    Posts
    17
    They have shutdown the VPS(that is paied till the end of the month) to, i dont care about them anymore as i have a provider that i use at this moment, but this can show us how they react and what policy they enforced in this situation...
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  16. #16
    Join Date
    Aug 2003
    Location
    Taiwan
    Posts
    1,061
    Quote Originally Posted by vall View Post
    We will give this issue to our agency of dept collection in your country.
    Typically keyweb, I have same experience with keyweb, order and wait more than a week after then wait a week more again for ips which I am already lost my patience with them. I cancel the server and they reply me same word "We will give this issue to our agency of dept collection in your country."
    www.hostinginside.com
    Taiwan Dedicated Server
    Taiwan, US, UK & Germany XEN Based VPS with RAID 10

  17. #17
    Join Date
    Mar 2009
    Posts
    35
    km*3024.keymachine.de:
    km*2021.keymachine.de:
    km*4043.keymachine.de:
    km*4716.keymachine.de:
    km*1715.keymachine.de:
    km*4602.keymachine.de:


    I was long on Keyweb for my little service I have had 6 servers.
    Last month, my server was limited. Money I did not return about $ 1000 ....

    KEYWEB
    Good day,
    according to our indicators for monitoring network activity on your server, it found that increasing consumption of traffic that goes beyond the boundaries of the model dFlat.
    At the moment the server was put in the "gray sheet" that is to clarify the circumstances.
    Please provide a detailed description, with which such behavior is related to your server, and the description contained on it projects.


    ----
    Best regards,
    Service Tech. Support

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