Web Hosting Talk : Web Hosting Main Forums : Dedicated Server : Burst.Net Absolutely Shocking

[MattF]

Added Note: My name is Matt of Spenix.com. I use a hotmail address purely because I was still moving the domain between servers.

I purchased an external cPanel license via Burst.net in July. My sales contact was Matt McCornick, who was nice and polite. I filled in the online ordering form and submit credit card payment info. Shortly after Eric contact me as below:

From : "Eric G." <eric@burst.net>
To : mattfreeman90@hotmail.com --< Note the address
Subject : Re: BurstNET™ Cpanel™ / WebHostManager™ Setup Details
Date : Mon, 01 Jul 2002 10:49:35 -0400

At 03:21 PM 8/15/2001 -0400, you wrote:
BurstNET™ is ready to complete your Cpanel™/WebHostManager™ installation.
We require some things to be completed/setup on your server,
as well as some information to be sent to us, before we can begin the
installation;

Please install a basic Red Hat 6.2+ or Mandrake 7.2+ "Server" Installation.
Make sure
/usr is atleast 4096MB
/var is atleast 1024MB
/ is atleast 512MB

etc... etc.. etc..

Excellent I thought, license setup, credit card was billed, everything running smoothly.

A while later I purchased another cPanel license with them, paid, setup, running. And then a while later I write to them to cancel one of them (just the one, listed the IP as well), however good old Burst cancel both . Took a while again and plenty of messages to get the one-not-meant-to-be-cancelled reactivated. At this point I should of left, IMHO they are a joke, but I stayed since things were running fine again.

Then on the 21st October my cPanel license stopped working, I had clients complaining within minutes however it took to the next day to get a response from Burst, even though it was sent to multiple Burst.net addresses with high priority (as it was) at 10:59am. I did try calling however the guy on the other end of the phone was clueless with regards to cPanel licenses. Thankfully Darkorb put a temp license up for me.

> Dear all,
> I have a Cpanel server which is now producing invalid license. The IP is
> 209.123.13.137.
> This causing hundreds of clients problems. Can you please re-add the IP as
> soon as possible and contact me to sort out why the license was disabled. I
> didn't even receive an e-mail!

Your CPanel licenses were suspended for non-payment.
The system has been sending you notices that your account was overdue for a long
time now.

You need to get this sorted out with our billing dept.

A few days later on the 23th I finally find out what the "billing problem" was. *Apparently* Ruth had been sending notices to mattfreeman@hotmail.com <-- (not my address) and then suspended the account.

The credit card you have on file has declined on the minimal $60.00 charge.
Numerous e-mails were sent to the e-mail address we have on file which is:
mattfreeman@hotmail.com to alert you of the declines.

Shocked at the totally lack of response to an emergency, their incompetence and lack of professionalism, I called Jason at Pwebtech and he arranged a cPanel license for me. Thanks Jason

Anyways Burst.net posted a message in the last few days saying they are working around our latest dispute, confused as to what this was I enquired via PM, apparently they are now trying to get Darkorb to cancel my current license.

I sent Shawn an e-mail once again explaining why the problem existed and that a simply e-mail to me (yes at the correct address) prior to the suspension would have resolved the problem.

The funny part: Now he says mattfreeman@hotmail.com is the address they have on file and that I wouldn't have received order info if it was the wrong address, however quite clearly I did receive order info (can show snapshots) and further correspondes at mattfreeman90@hotmail.com. Hmmm....

[StarGate]

Get a real email adress - Hotmail

[thomas830]

Originally posted by StarGate
Get a real email adress - Hotmail

What's wrong with Hotmail ? hotmail is very good

[Acsiak - Andrew]

it's too common and popular... same with Yahoo.
I use the paid version of LycosMail ( http://login.mail.lycos.com/ - You can always skip off the login. bit, i just do that for ease since I type the whole address in the Address Bar rather than usin favs. )

With hotmail a lot of people check the addresses etc., I see few people with a Lycos address actually and they are very good and a lot better.

a bit more on topic:
don't some sites ban hotmail addresses?
I remember F2s did

even more on topic
what do you expect from Nocster??
True there are some threads... but there is another thread like this if you scroll down a bit called "Nocster is a rip off" or something...
oh, by the way: how much did they charge and how much did pwebtech charge??

[SoftWareRevue]

Originally posted by MattF
. . . . . . . . . . . who would trust this company with a CC after experiences listed above).

Me. I've never had a problem with their billing. Not once. Of course, they have my correct email address. And I am certain that I am not alone. There seems to actually be a very small percentage of people that have had problems with Burst billing.

We'll never know who's fault it is that they had your wrong address. Sorry; I can't see condeming a company because of a clerical error.

[mistral1]

Originally posted by StarGate
Get a real email adress - Hotmail

A Hotmail address *is* a real email address. Lots of CEOs and CFOs use it.

[thomas830]

Originally posted by SoftWareRevue
Me. I've never had a problem with their billing. Not once. Of course, they have my correct email address. And I am certain that I am not alone.

i did not have any problems with nocster/burst billing either

[BurstNET]

DarkOrb policy states:
You cannot transfer a license to another distributor if you owe money still to your current distributor. You still owe us money on your account, for several months, for some time now...and we are pursuing getting all of your cpanel licenses shut off currently as per this policy.

You spoke to us regarding this in the past, and you were advised you were suspended for non-payment. You were WELL AWARE you had not paid you bill here. You then left and transferred you licenses elsewhere, rather than pay your bill. Sorry, we cannot let such practices go unpunished.


Sean R.
BurstNET
System Administration

[zerphyte]

Originally posted by BurstNET
DarkOrb policy states:
You cannot transfer a license to another distributor if you owe money still to your current distributor. You still owe us money on your account, for several months, for some time now...and we are pursuing getting all of your cpanel licenses shut off currently as per this policy.

You spoke to us regarding this in the past, and you were advised you were suspended for non-payment. You were WELL AWARE you had not paid you bill here. You then left and transferred you licenses elsewhere, rather than pay your bill. Sorry, we cannot let such practices go unpunished.


Sean R.
BurstNET
System Administration

That’s a pretty ****ed up thing to do. You obviously have a lot of spare time on your hands.

[allan]

Originally posted by zerphyte

That’s a pretty ****ed up thing to do. You obviously have a lot of spare time on your hands.

Funny, that's not the first time someone has said this about Sean:

http://www.webhostingtalk.com/showth...threadid=80268

.

[TheVoice]

I would think that the customer always comes first in any situation. In multiple posts this week burst has tarnished whatever reputation they had in the eyes of WHT members. A few lost dollars isn't as bad as a public relations mess that will end up with more customers lost in the end. What ever happened to the customer is always right?

[thomas830]

Originally posted by TheVoice
What ever happened to the customer is always right?

there is no such thing...

[rbuecker]

Originally posted by TheVoice
I would think that the customer always comes first in any situation. In multiple posts this week burst has tarnished whatever reputation they had in the eyes of WHT members. A few lost dollars isn't as bad as a public relations mess that will end up with more customers lost in the end. What ever happened to the customer is always right?

Unfortunately a lot of so-called customers have abused the 'customer is always right' policy and turned it into a joke. But in this case, bad customer managment and internal-communication is to blame and Sean should be spanked and Matt deserves one hell of an apology. But that's just my 2 cents.

[BurstNET]

What the heck is the matter with you people?

Since when is non-payment for services the company's fault? You think we are in business to let customers use our services for free?

Sorry...you don't pay, you don't play...no matter who you are!

Sean R.
BurstNET
System Administration

[The Prohacker]

Originally posted by TheVoice
In multiple posts this week burst has tarnished whatever reputation they had in the eyes of WHT members.

Burst gets a good bashing here about every two weeks because of something... And people still goto them and come back here to complain... Its a cycle...

You'll notice that when Matt was at burst/nocster, complaints weren't as bad, he atleast knew how to take care of things such as customer relations, hell, all Sean does is add fuel to the fire with his attitude... Best thing for Burst is to put a choke chain on Sean