| Posted by nomie7, 04-20-2016, 05:09 PM | |
I usually don't post anything but this has me so heated that I will go as far as possible to get my point across.
I used to be a client of Serverhub a few years back and left the service because the IPs that were given to me were used in spam (couldn't send or receive any emails to our clients) and I didn't know much at that time and our IT person switched us to a different host.
I run a local ground transportation business and we are at a point where we need to expand and leave shared hosting for a VPS. I saw an offer by Serverhub in the VPS section (looked very good for the price - I must admit) Here is offer link (showthread.php?t=1565914&highlight=serverhub). I've tried to signup for service and it didn't let me for some reason without any explanation.
Spoke to sales in online chat and the person said show them where the offer is posted copied and pasted the link and I was told to send an email to sales@serverhub.com because they will need to create a special invoice for me with the offer. Once paid I will have all the options listed in the ad post.
Sent an email to sales yesterday. No response in almost 20 hours so I tried to contact them again using online chat spoke to someone name (Michael) who said he can't do anything because this has to be done with sales. I told him that they haven't replied to my email and I would like to speak someone in management. Michael tells me that no one in management can be contacted via support which I don't understand. I asked for a phone number and he said there is no phone support. Long story short he closes the online chat session (nice customer service ain't it?).
This morning OP replied to that ad post stating that they are sold out yet no one bothered to reply to my email.
A so-called INC 500 company doesn't have phone support or honors their false advertisement. I'm going to file a complaint with BBB for false advertisement and bad business practices.
Just wanted to share my experience that might be helpful for anyone else thinking of doing business with this company.
PS- ignore the errors haven't proofread what I've written above
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| Posted by RDO Servers, 04-20-2016, 05:20 PM | |
Sorry to hear you had such trouble. Services do sell out, and sometimes offers have to be ended early. BUT, closing a chat on you and not answering emails is not good for sure.
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| Posted by JMSolo, 04-20-2016, 05:41 PM | |
I have been with ServerHub for some time... I have around 14 VPS and growing for my clients that I do management for. I have always had nothing but good experiences with them thus far. Support tickets are prompt in most cases and they have an IRC channel you can hop on to ask questions or just shoot some general chit chat.
Not all host offer phone support and I don't think that SH lays claim to offering such. Having the agent simply close the chat on you seems odd. Perhaps there was a timeout on one end or the other. I would say give them another chance... as it is... their prices are some of the most competitive out there for what is offered... and to add to this, their hardware and network is tip top.
PS: I don't work for SH, I just like them alot.
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| Posted by SenseiSteve, 04-20-2016, 05:57 PM | |
I understand your frustration in playing a waiting game, then being told the offer is sold out. Sometimes timing is everything, good and bad. I doubt you're going to take the advice to work with them, but I can tell you that filing a complaint with the BBB is a waste of time. Thanks for sharing your experience with us and here's hoping you find a solution (and provider) that works for you.
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| Posted by Savio13, 04-20-2016, 06:18 PM | |
Offers do come to an end, but non responsive operators does not contribute to customer satisfaction in any way.
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| Posted by JohnSH, 04-20-2016, 06:31 PM | |
Nomie7,
Sorry to hear about the issues you've experienced. This is not something typical of ServerHub and I would be happy to help. It looks like your email to sales may have gotten caught in our spam filters. I was able to find your phone number in our system from an old account you had with us, however I received your voicemail. Feel free to give me a PM or return my call directly as I would love to discuss this further with you and provide you with assistance in this case that not only resolves your issue, but exceeds your expectations!
I look forward to hearing from you
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| Posted by nomie7, 04-20-2016, 09:34 PM | |
Good for Serverhub for a loyal client like you but there was no time out I'm very much certain of that. After all this I went back to the orginal Ad and there is a phone number listed there.
I can't give them another chance regardless of how sweet the offer is. I'm not comfortable hosting my business's day to day operations on their servers.
Customer service can make or break a brand I'm in the business of it and know it first hand. I wanted to wait another day before reaching out to BBB to see if I get someone's attention and I did. I don't want to persue this any further and decided to move on...
Offers do come to an end and then there is that grey area. (where you failed to updated your offer...)
Thanks for contacting me John, I did get your phone call and email (replied). Appriciate that you wanted to resolve my issue but I don't want to do business with Serverhub anymore.
Good luck with everything!
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