Aquarius reseller (help)

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Posted by Lanfr, 02-27-2011, 10:34 AM
I am using a translator, I hope you understand. I bought a reseller plan from Aquarius Storage 2 months ago. The first month was enough, even if a bit slow. Then they decided to transfer everything to another server, so I was almost a week without anything, because they had problems with cpanel DNS, you will understand that frustration with clients who send me e-mail continued. Then when they moved from, WHMCS no longer worked well, expectations of minutes, slow down. They increased server memory has improved a little, but every so often during the day WHMCS stops and waits and comes out (can not display the page). Now I write, I respond that I need a VPS. A VPS? I have only 50 visitors a day, using only WHMCS (which they give with the reseller plan) and any html page. It seems that they are not able or do not have powerful servers. Someone has already had experience with Aquarius storage? I asked my money back, but it sure does not give them to me. What do you advise me to do? Another Reseller hosting, it's good? Thanks
Posted by TmzHosting, 02-27-2011, 11:46 AM
Hello, If it is like you are saying "50 visitors a day, using only WHMCS" then you definitely DO NOT need a VPS account. To me it seems like they are having issues with their servers and they are just trying to upgrade you to their VPS services. Don't fall for that. Instead look for a new reseller hosting company. Search the offer forum. Come up with a few companies and post them here so we can better assist you. - Daniel
Posted by Hostify Networks, 02-27-2011, 12:33 PM
Their account here is disabled. I think that tells the story pretty well.
Posted by Lanfr, 02-27-2011, 03:15 PM
The consideration of Aquarius? I do not understand English very well. We hope that these simple problems Aquarius trim. If you continue to go wrong, I thought I'd do this anyway Aquarius (I paid for one year), I go to HostGator (they all speak well), use WHMCS on HostGator and sites I keep them on Aquarius and Hostgator, how about this? I do that? Alternatives to HostGator, even closer to me, I'm Italian.
Posted by LateHosting, 02-27-2011, 03:57 PM
Hello Lanfr, Sorry to hear about your problems, I believe that all you can do is to check their terms, ask for a refund and move away. Good luck in the future and do a bit of research before choosing your next home for your sites.
Posted by PremiumHost, 02-27-2011, 07:45 PM
I remember their rep in WHT was very active. If you target customers from Italy or European countries, you may consider hosting in UK or EU.
Posted by Lanfr, 02-28-2011, 07:29 AM
Yes, it would be great uk or eu. Any advice? I would still keep Aquarius (I paid for a year), use of Aquarius WHMCS with 2 servers, can you do? Thanks
Posted by LateHosting, 02-28-2011, 07:35 AM
There are few companies that will satisfy your needs in UK/Europe. Please check this link, it is the offers forum. Remember, do some research after you decide
Posted by Lanfr, 02-28-2011, 09:28 AM
I found this http://www.eleven2.com/reseller-hosting-europe/ someone uses it? or you know him? seems affordable
Posted by Zagira, 02-28-2011, 07:21 PM
I am in exactly the same boat as the OP here, I signed up to Aquarius at the end of last year making good use of the offer that they were advertising on the offers board here. Everything was fine for a month, decent speeds and the one support ticket I had to make was replied to pretty much immediately. Then the sites and servers went offline for a day or so and a day or two afterwards we were then told the servers were being migrated and we had to update our nameservers. Then ever since then the sites have been yo-yo'ing all the time going up and down. Due to apparently Ddos's but when I first ticketed that my site was down the support staff who responded didn't mention this at all and I didn't even get a reply from them about what the problem was after I told him which sites were down. And the same as Lanfr I am also looking at eleven2, they look like they take their business properly and isn't run by a couple of teen friends. Its a shame as looking at the reviews now Aquarius started out rather well but seems to be spiraling out of control by looking at recent reviews.
Posted by no69_2007, 03-01-2011, 04:03 AM
I think you must move if they cant even bear 50 visitors a day
Posted by Lanfr, 03-01-2011, 11:07 AM
eleven2 seems like a good proposal. Does anyone use it? know him? The servers are also in the UK, Italian are good for me. instead I found https: / / prestonhost.com / master It has the server in the UK and the Netherlands. Question to experts: I would like to use WHMCS for Aquarius to enter customers, use the space of Aquarius + eleven2. Can I use 2 servers with WHMCS on Aquarius? Thanks
Posted by Glostar, 03-01-2011, 04:04 PM
Unfortunately, their support is very slow.You must wait hours for respond.
Posted by Lanfr, 03-01-2011, 04:31 PM
The support of whom?
Posted by lioneye, 03-01-2011, 04:57 PM
move out immediately with all your backup of WHMCS and html sites. Check with paypal, if your money is secured under buyer protection then you can claim it back for reason "bad services". All good hosts return money at the earliest however, in this case i don't think that they are going to do the favor to you. So advise is to download your backup and transfer to a new host.
Posted by Glostar, 03-02-2011, 01:42 AM
support of Aquarius is very very slow. You must wait much hours or even days for respond.
Posted by Glostar, 03-02-2011, 02:04 AM
support phone +1.877.884.3693 is unavailable too
Posted by TBradley, 03-02-2011, 02:04 AM
I'm sorry to hear about your so far negative experience! Unfortunately there is not much we can do to assist you other then advising you to move on and find another provider!
Posted by Lanfr, 03-02-2011, 04:03 PM
Really support responds in 5 / 10 minutes for me. The problem is that I always say the same things: we are monitoring, while the site has the same problems and still does not appear that it is resolved. The problem is when the CPU reaches high: System information Server load 14.66 (116 CPUs) My site is no longer slows down and has problems.
Posted by Lanfr, 03-02-2011, 04:10 PM
Thanks for your understanding. I decided to move towards eleven2 (looks like a good reseller hosting), then the server in the UK closer to me (Italy). If you can give me advice. However, I would keep Aquarius (I paid for one year) I transfer my domain site on eleven2. From eleven2 manage both servers and eleven2 Aquarius. What do you think? Thanks
Posted by Zagira, 03-02-2011, 06:48 PM
It would work but that is up to you, only problem is that you are leaving aquarius due to problems and if you put clients on there servers they will be suffering from the same problem and won't be happy.
Posted by Lanfr, 03-02-2011, 06:54 PM
It is true, but since I offer a hosting service Free, this is up to Aquarius. The hosting service fee on the insert Eleven2. However, I purchased the service on eleven2, it seems very good, in 2 minutes responding to tickets. Hopefully that will work with them.
Posted by Zagira, 03-02-2011, 07:02 PM
Yes I also did exactly the same and just did a switch to eleven2 yesterday from Aquarius and spent a lot of the day today talking to their support staff and I must say, had a fantastic experience with them.
Posted by Lanfr, 03-05-2011, 12:49 PM
Update of my story. I am pleased to eleven2 past, the great company of professionals and fast servers, I am very happy. From Aquarius Storage I decided to buy a domain (to use their space, I paid for one year), are three days that the domain is purchased in a state of pending. I continue to write to the support of Aquarius storage, do not answer me, are you kidding me. If you read this post, do not be fooled by Aquarius Storage money, believe me, are disappointed, I have spent over 200 with the moron.
Posted by JLink, 04-10-2011, 12:03 AM
wow, I have been using aquarius for nearly a year now and had no issues. After searching though I found three nightmares. Now I am on the fence and maybe looking for a safer host.
Posted by Lanfr, 04-10-2011, 06:25 AM
I moved on Eleven2 I recommend you Fast servers, excellent service
Posted by JLink, 04-10-2011, 01:31 PM
thanks I'll check them out.
Posted by Networks Josh, 06-12-2011, 08:12 PM
Hello, I am sorry that you have found issue with some of our services. We had a small glitch with our domain name system that was causing domain name orders to not be automatically approved. I also apologize that no staff member answered your ticket - Aquarius Storage has since been acquired by DJAB Networks, LLC and we are committed to offering much better, top-of-the-line hosting services and all-new support that handles requests in a timely manner, with respect and care for our clients and the issues they may be having. If there is anything I can do to assist you with any issue you may have had, please e-mail me at abenson@djabnetworks.com as your business is important to us, and I wish to correct any bad feelings that customers or previous customers may have with us.
Posted by Lanfr, 06-13-2011, 08:05 AM
Yes indeed. Do you have a transfer account to another server again. Now I no longer get into cpanel. The dns are all unpacked. They must be able to do this job.
Posted by Lanfr, 06-13-2011, 04:15 PM
I confirm that I have written until now. I do not understand how it works Aquarius They transferred customer accounts have not uploaded the files to some customers I have customers without a website missing in the new cpanel rvskin rvsitebuilder r1soft softaculous and other I paid for it the new dns that have posted do not work The service responds after 4 / 5 hours. My clients are without a website. Aquarius Storage - answer, please.
Posted by HostTick, 06-14-2011, 05:38 AM
I had a reseller plan a couple of years ago, IT was set up incorrectly and was very slow. :/ not good AS
Posted by swilly, 06-14-2011, 06:50 AM
Sorry to hear about your unfortunate situation. It seems like you have had a lot of issues, in the time you have been with them. Curious how long have your clients websites been down? What ETA have they provided you.
Posted by Lanfr, 06-14-2011, 07:24 AM
My sites (about 20) are all down, have not been transferred, they made a mess. The new cpanel, missing rvskin, softaculous, rvsitebuilder, r1soft and more. They sell their plans with these features. Support will answer after 5 hours, they always say the same things and do not solve the problem. In my opinion, are children, are unable to have misconfigured DNS, they are not able to install rvskin, softaculous, rvsitebuilder, r1soft. What a bad experience. Even now, nothing works. My clients call me, call Aquarius (ghosts) Never buy from Aquarius Storage, believe me.
Posted by swilly, 06-14-2011, 07:43 AM
Sounds like a very bad experience. I remember a lot of people getting upset with Ryan the guy that apparently owned the company previously for false reviews on here. If what you say is true, it's definitely not a good way to run a business. It it is unfortunate that now your clients are suffering. Just curious, how long have the sites been down? 5 hrs, 10 hr, 1 day, 1 month, ect?
Posted by DewlanceHosting, 06-14-2011, 07:48 AM
It means they're not good for you, If they can't Install simple softwares then how can they manage a server? Move to other reseller because of their server is slow + no tech skill and they can't fix your any technical problem..
Posted by Lanfr, 06-14-2011, 08:13 AM
I'm down for 30 hours. I continue to write they do not answer me I asked my money back them: can not ok then fix the problems cpanel not work 20 sites down missing all software that bad situation I have many other reseller plans with other companies I never happened to such a situation
Posted by Networks Josh, 06-14-2011, 04:16 PM
Hello I would like everyone to know their data is safe and is transfering over at the moment. Your sites will start re-appearing over the next couple hours. We have had staff members working 24-7 to get this resolved. In regards to Lanfr: I have pulled up your account and we have been in the process of restoring your account. We have answered all of your tickets, please login to the customer panel to verify and see our responses if you can. If you would like a credit for the time affected, please open a new ticket with us and we can get that set up with your account. Again we apologize for the troubles in this migration but we feel that the new location which we will be going is going to allow us to provide a better service, better uptime, and faster servers. No data has been lost during the migration.
Posted by Networks Josh, 06-14-2011, 04:28 PM
Additionally, in regards to receiving the same responses: - We are moving to a new server to resolve the speed issues. We are working in a positive direction to work things out. That involves a migration. - Migration only moves so fast. We can't make the technology move faster. It is going as fast as it can, with multiple processes running in parallel, with certified Red Hat Certified Engineers on the task. - Lanfr opened multiple tickets, spamming our support desk with the same broken-English request about his sites being down. We informed him of the migration, but there is simply no possible way to accelerate it. Rsync can only move as fast as the technology and network is designed to make it move. There is nothing else we can do and we have informed of this but he keeps ignoring us and demanding a full refund (over $200) when he's had six months of full uptime service. - As for software not being installed, he was asking us to immediately install RVSkin and Softaculous - having 100 clients asking about the migration, we weren't able to make this a priority for him at the moment because none of the other clients were asking for it. We changed his theme to x3 as soon as we could so that he could access cPanel again. Instead of understanding our position that we were doing everything we could and had all hands on deck and the process was moving as fast as humanely possible, he became belligerent, demanding a refund and threatening bad reviews here because our "service sucked" and was a "scam." Our service is not a scam...that's why he's had a functional account for months, functional clients...he's just decided that we're magically a "scam" because he's had a brief issue.
Posted by Networks Josh, 06-14-2011, 05:28 PM
Hello, Before you make unfounded assumptions, the previous account is disabled because that was the previous owner's account. Aquarius Storage was acquired by a new company, DJAB Networks, LLC this month, and we use this account to respond. WHT rules do not allow sharing of accounts, so this is in compliance with this forum's rules. Please do not assume until you have actual facts. Thank you.
Posted by Lanfr, 06-14-2011, 05:47 PM
I understand that you are doing everything possible. You have sent an email two days ago, was written: We transferred all accounts to a new server, this two days ago. Since then, the dns not responding. cpanel is inaccessible. The sites of my clients, someone I uploaded the html in the new FTP server, the others are without a website. My customers are angry. Then I do not know what you did, I managed to get into cpanel. I realize that cpanel is not: rvskin, rvsitebuilder, r1soft, softaculous and more. I try to log into an account to a customer of mine (to restore the database) can not enter because she gives me error. I asked you your money back, not all write like 12 months, the remaining months. I do not spam, my clients write to me, I write to you. 2 days that my clients no longer have the site I should not be pissed. For me it's a scam. What makes you think you have too right?
Posted by Hostify Networks, 06-14-2011, 05:58 PM
That's some very original thinking there, Vlada. The company seems to be under different ownership now so it really isn't relevant anymore that Ryan's old account is disabled. You're a few months late to the party. As for the OP, I was under the impression that he had moved on (see post #26). Why he stayed with this company is beyond me. If I were in AS's shoes, I would give the OP an apology and a prorated refund and be done with it.
Posted by Networks Josh, 06-14-2011, 06:07 PM
The datacenter was in charge of the migration and had informed us they had completed the migration. Unfortunately, it seems they misinformed us, and had to run another migration - which is still in progress now and is going as quickly as it can without losing data. The process takes a while because we have 3000+ clients to move. We are running 3 migrations in parallel to try and speed up the process. You are not able to access cPanel? We were unaware of this from the tickets. Please reply to the ticket we have with you with your IP address from http://whatismyip.com - it is possible the firewall automatically blacklisted you if you were trying too many incorrect login attempts. cPanel is online and functional for all other clients, so this issue seems to be isolated to you, and we will be glad to do what we can to resolve it. Please also give us DNS information on what you are unable to access via DNS. The DNS should be fine if the IPs were changed according to the e-mail. A chunk of websites that the migration process missed are showing Index of / in place of a website. That is why the second migration is running, to recover this data. The data is not lost, but we do have to copy it over once more because of the previous error. Again, we are working as quickly as possible, running migration processes in parallel. We understand this and apologize that this is inconveniencing you and your clients. We have all hands on deck working to resolve this as soon as possible. Our hands are still tied by the datacenter that is actually heading up the migration process, although we are assisting them - if your clients are demanding an explanation, I would recommend informing them the datacenter is having issues but is working to resolve them as quickly as possible. You can also feel free to blame us, but if you are trying to maintain a white label reseller, you may not be comfortable with doing that. Perhaps you're referring to the 404 error you were receiving trying to get into cPanel? That was because your default theme was "rvskin" which was not yet installed - we changed your theme back to "x3" which is the cPanel default, which restored your access. We will restore those software packages you are describing as soon as we can. We actually stopped using Softaculous a while ago because their support completely neglected to answer our support tickets and went completely MIA. You should have Fantastico DeLuxe which does essentially the same thing. As for RVSkin and RVSiteBuilder, these will be restored as soon as possible, but right now we are very busy with the hype of getting all of the websites restored. Our refund guarantee is for actual downtime where the server is completely inaccessible. Since your websites are still live on the old server (which you are free to change your IPs back to if you wish, temporarily, while the migration completes, and as we've told you in the tickets) and just in the migration process, we are unable to offer a refund, especially a PayPal refund for the $100+ in remaining months you paid in advance. You opened 3 tickets all saying the same thing - 1 was a response, 2 were new tickets, and they all had a list of your websites saying "does not load, can't cpanel, service suck." Not only do those brief, broken sentences do nothing for our support staff to be able to help you, but you only need to submit the same message once. I'm not quite sure I understand what you're saying here, but I'll attempt to reply: As we told you in the ticket, your sites are still live on the old server and you are free to change your nameserver IPs back to the old box while you wait for migration to complete. However, you've chosen not to make those changes so your DNS still points to the new server where the sites are still being copied to. A scam is defined as one where you give your money and then you don't get the product or service in return at all. You've had 6 months of functional service, with a few issues in between that we are working quickly to resolve. That is not a scam. Furthermore, as we've said before, if you would find it easier to reply in Italian, we will gladly use a translator. This may be easier for both of us to understand what we are saying.
Posted by Lanfr, 06-14-2011, 06:38 PM
You wrote, 6 months of service functionality. It is not true, because with the other owner, has carried out new servers and other transfers have been days without sites. I was already pissed off with Aquarius, you've got a bad legacy. Now it does not matter, all customers are talking bad about me on the internet. Let's see tomorrow if everything is fine.
Posted by Networks Josh, 06-14-2011, 06:57 PM
I understand the issues and apologize for the problems you experienced with the past owner, Ryan. Unfortunately, we did not have any relationship with him prior to the acquisition, so we do not have knowledge of any issues he handled poorly. All we can do is apologize to our customers for any poor experiences prior to the acquisition (and of course, now), and do our best to get everything back online. We also are doing everything we can to improve Aquarius Storage and make it a much better company than ever before. There are some rocks in that road, such as this migration, but we are trying our hardest to make Aquarius Storage and it's hardware/software stronger than ever before. Please let me know if there is anything we can do to help with the fact that your clients are upset. If you respond to the ticket with a list of some of your angriest clients, I can try and put them higher in the queue for migration so that we can hammer them out tonight - otherwise, I don't know where they are in the list, and unfortunately, I can't add all 20 of your clients to the priority list without that list becoming a massive backlog.
Posted by Lanfr, 06-15-2011, 11:01 AM
I understand that you have many sites to be transferred. But today after three days, you have not yet installed: rvskin and more some sites my client does not yet exist '. rvskin and other installed?
Posted by Networks Josh, 06-15-2011, 01:10 PM
Hello, If you require support, please reply or open tickets through the client area. We can't provide support through the WebHostingTalk forums and it's going to be difficult to assist you if you're just going to complain about us here every single day when (at the client area) we are doing everything we can to assist you. We have spent extra processing power and the past 24 hours moving YOUR accounts over exclusively, trying to get you back online and resolve your complaint with our company. We cannot continue to assist you if you're going to continue making bad remarks here over things we just haven't gotten to yet. Once again, RVSkin will be installed once we are sure everything is safe from the migration. We are dedicating all processing power to running multiple migrations in parallel and other installation processes will interfere with the overall migration success.
Posted by Lanfr, 06-15-2011, 04:02 PM
You did not understand, until this problem is not solved, I come on this forum. This is a great forum where people understand and help you. Even now, I can not send the new account information to customers cpanel. Why is not installed rvskin. X3 is in English. I sell cpanel with rvskin. Discomfort that come from this forum? It bothers me, when I open a ticket and wait for many hours.
Posted by Networks Josh, 06-15-2011, 04:14 PM
We answer tickets as quickly as possible and in the order in which they are received. You are not our only client - we have over 100 tickets opened every day with people asking for assistance with their websites, their cPanel, etc. - we get to your ticket once it comes up in the queue. We have been working with you constantly to try and resolve the issue, and all you do is go behind our backs and talk poorly about us here. That is not how you get someone to help you. We will install RVSkin and such once the migration is complete, because otherwise it could interrupt the migration of other clients. I know you only care about your own accounts, but we have other clients to serve as well and we need to dedicate our time to them just as much as we need to dedicate it to you. We are asking you to be patient while we do this in the most efficient way possible. If you have a more efficient way, please open a ticket with us with the precise steps in Linux you think this should be done, if you find yourself to be an expert in systems administration that knows more than we do.
Posted by Lanfr, 06-19-2011, 06:42 PM
I still find myself writing here to tell you do not trust Aquarius Storage. They finished the transfer, transfer long, long time. Now, when I purchased their plan was resellers including: Softaculous Rvsitebuilder rvskin R1Soft rvskin have installed, but it works perfectly. They installed Fantastico instead of softaculous I wrote to assistance, they said after 5 hours Softaculous if I have to pay $ 6 a month, Rvsitebuilder have not installed Rv1soft have not installed Look on this page: aquariusstorage.com / reseller-web-hosting.php Softaculous rvsitebuilder and others are not installed I'm sorry, I can not recommend this hosting company.
Posted by Zagira, 06-19-2011, 08:19 PM
If they are really causing you that much of a problem, I'd recommend switching elsewhere. It would stop the majority of your problems, I know myself that you are also with Eleven2 aswell so maybe move these accounts there, they offer softaculous and everything else you need.
Posted by Lanfr, 06-19-2011, 08:51 PM
Zagira Hello how are you? soon as I finish the year paid all the bills I transfer to another hosting I just want to inform the Forum
Posted by Networks Josh, 06-19-2011, 09:23 PM
As we have explained multiple times to you, the technology only works so fast. With over 2000+ clients, many of them over 25 GB in disk space, yes, the transfer did take longer than we would have liked. We put in 24-hour days so that our staff could get everyone transferred as quickly as possible, running 3-4 parallel synchronization processes. We also gave your accounts priority synchronization so that you could be online faster than everyone else, after you contacted us repeatedly trying to get online. While each account itself only takes under an hour to move, there was a master list of accounts that the transfer process worked through. Each account had to wait its turn and our other customers understood that. However, you still complain about this even though we've explained it to you 10+ times. The only way we could have sped this transfer up even faster was to invent a brand new Internet with absolutely no bandwidth restrictions. Many of our clients opened tickets with us requesting Fantastico specifically, specifying they preferred it over Softaculous. While our website, at the time of his purchase, did advertise Softaculous, there were two problems that Lanfr has refused to acknowledge: It was offered free because we did not pay for Fantastico. Now that we have selected Fantastico as our primary autoinstaller (offered for free), Softaculous is now offered for a small fee of $1 USD per month.Our advertising never directly stated that Softaculous was free - it simply stated it was available. Pertaining to #1, we did offer it free in lieu of Fantastico, but now that Fantastico is our primary autoinstaller, that is no longer the case. The page has not been updated to say that Fantastico is free, however, once again, our advertising does NOT say Softaculous is a free inclusion.Last but not least, our terms of service which he agreed to by checking "I Agree" at ordering state in Section 13, that we reserve the right to change network or software providers at our discretion. Furthermore, this choice was made in favor of the majority of our clients that specifically asked for Fantastico. We have explained to Lanfr that he agreed to this TOS and is demanding a breach of contract, but he does not seem to comprehend that he entered a binding agreement regarding his account. The customer is obligated to read and acknowledge the TOS before agreeing to it. Both of these are blatant, libelous lies. He wrote to us on today's date at 17:55 military time. We responded at 18:43 military time. That is a 48 minute response turnaround. He was answered in under one hour.We did NOT say he would need to pay $6 per month for Softaculous: we offered it as a paid add-on (as explained above) for $1 per month - He has 6 months remaining in his pre-paid term, therefore we told him it would be a $6 USD payment to cover his Softaculous for the remainder of his term. RVSiteBuilder has been installed per his and other clients requests. For some reason, it is not showing in his RVSkin, but is perfectly functional when using the default cPanel X3 theme. Despite Lanfr's rude, harassing requests to our support desk and his constant posts here which constitute defamation of character, we have offered to investigate further for him. He has given us very bare information - no more than one sentence describing the issue - and the language barrier is making it incredibly difficult for us to understand his requests. However, we are still contacting RVSkin to find out why these options are not available in his Italian RVSkin. Additionally, we have gone the extra mile for this customer by writing our most recent responses to him in Italian, in an effort to make interactions easier for him. Still, we are met with unwarranted hostility. Yet again, RVSiteBuilder is installed, and visible from your X3 cPanel theme - we are investigating why it is not in RVSkin. Also, as described above, this page does not say Softaculous is included for free, it just states that it is offered with the package. This page does need to be adjusted for the Fantastico offering (which has literally been the offer for only one [1] business day thus far, and we have been more concerned with ironing out our clients websites and servers instead of fixing small text on our website), but this does not cancel out the fact that Softaculous is not labeled as "Free." Fantastico is a wonderful autoinstaller that the majority of our clients have requested. We took this recent migration as a perfect opportunity to make that our default, free, included autoinstaller, and per 2-3 requests, offer Softaculous for $1 USD per month extra - that is not a lot to ask. We apologize that you are not pleased with the service you have received. Again, looking through past tickets, I can see that the previous owner Ryan may have not handled all situations properly. He is no longer part of the company, and I cannot change the past, unless you have a time machine. We have gone the extra mile for you to get you back online during this time, a tough time for all of our faithful, loyal customers. We have translated responses to Italian to better understand your needs. We have treated your accounts with priority. In return, you have been rude and berating to our support staff and attempted to null-and-void a TOS agreement that you directly agreed to upon ordering. If there is something else we can do for you to make your stay with us more comfortable, please let us know, however this constant libelous manner and the rudeness to our support agents can no longer be tolerated - and you are still bound to the TOS that you agreed to.
Posted by Lanfr, 06-19-2011, 09:48 PM
You wrote: Softaculous: we offered as an add-on fee (as explained above) for $ 1 per month And 'true you're right, my mistake to read. But I do not find fair. I'm sorry for your inheritance, but when Ryan was 2 times he did transfer, I have lost many customers. Now another transfer, three transfers in 6 months, you understand me. Luckily I bought another reseller, or I had closed my business. Now, if I sell products, then when the customer purchased them, I change these products, the customer gets angry. I can not take it with you, you have to understand my situation. I get angry, because my customers are angry with me. To me, this topic can be closed.
Posted by Networks Josh, 06-19-2011, 11:02 PM
Unfortunately, we have more than just you as a client. With over 2000 clients, we have to do what is best for them and what keeps our prices low so that we don't have to charge higher rates for packages. The majority of our customers requested Fantastico, so we chose to make that the free, included autoinstaller. A few clients, including yourself, seemed to miss Softaculous, so to offset the cost of the license, we charged $1 USD per month for it - maintaining both licenses and offering them for free would be an increase in our expenses, causing an increase in costs for all of our customers, which is not fair to those who are perfectly satisfied with Fantastico DeLuxe. I apologize for whatever issues you had when Ryan was running the company, but as I said, I cannot change the past. We will work diligently with you to work out any and all issues you may have, but we can only do what the technology allows us, and what also makes financial sense for our company. If we were to meet every single one of your demands, we would be in massive debt. We understand that this is an inconvenience to the clients, but I can assure you that this datacenter is where we plan to stay. Ryan primarily shopped for datacenters online, which left him with no knowledge of the internal operations of that datacenter. We have flown down to Orlando and met with the staff of the new datacenter and are extremely satisfied with their staff, network, and equipment. We see no reason to move - DimeNOC is our new home for the Aquarius Storage servers. Also - while customers are important either way - when we were migrating your customers, it seemed they are all Free accounts. Of course it is still upsetting if they are angry, but you do have the advantage of not losing money if the clients leave. Again, I am not saying that anyone should have to tolerate downtime, but I am trying to state that you are not experiencing as big of a loss as some other customers who we've also had to work fast to get back online. Additionally, if your customers are getting angry at you and they are not paying you, that sort of falls back on "you get what you pay for." By that general rule, if they are upset with downtime on something they pay nothing for, then they should be paying for something. You cannot complain if something is free. I can see that you are angry that you do not have Softaculous, but I do not understand that. We are offering Fantastico which works just as well, in fact better, than Softaculous, and was widely demanded by many clients. Unfortunately, just because 2 or 3 people "prefer" Softaculous does not mean we can offer it universally and at no charge, and this is why we have Section 13 in our Terms of Service that you agreed to. We changed this for the better of our 2000+ customers. Unfortunately, 2 or 3 of them were inconvenienced - but that is only a 0.0015% dissatisfaction rate, a sacrifice that just had to be made for the 99.9985% happy customers. We do understand your situation and we've explained this, but again, we can only work so fast. We have put in 24-hour days without sleep to get this all moved over properly. We are working to the max and you are dissatisfied - while we understand that any customer would be dissatisfied by downtime, we have tried to explain that we did everything we could, as fast as we could, and we treated you as a priority client so that you were finished and transferred before anyone else was, yet you don't seem to understand this, and then come here to bash us or lie about us...that's simply unethical.
Posted by anon-e-mouse, 06-20-2011, 01:50 AM
Sounds good to me