VirMach's Reply:

We only performed maintenance on the billing area. Your VPS control panel would have still been accessible directly; you can refer to your welcome e-mail on how to access that.

In any case, your service would not have been affected.

VirMach's Reply:

Geolocation tools only guess the location of an IP address.

Many of them do not update their information quickly or directly from the ARIN database. This means new IP allocations may take some time to reflect the location in third party databases. This is not within our control. I do not understand why you are upset with us when you should be complaining to these third party websites using services that are inaccurate. Anyone in the world can create a service that identifies the location of IP addresses and then do it incorrectly.

VirMach's Reply:

You reported all your services as not connecting. You have services in multiple datacenters and that's simply not possible. I believe you did not read your welcome e-mail and tried connecting via RDP before even setting a password.

Imagine you purchase a laptop computer and attempt to connect via RDP to it when you only turned it on and it is on the "welcome to Windows" setup phase.

As for leaking your IP, I am not sure what you are stating but it's not possible for a Windows VPS to leak the IP on your computer since it would in no way be using it. That just means you most likely did whatever you did on your computer instead of on the RDP. The RDP has no access to your computer, so it can't use your networking in any way.

VirMach's Reply:

Customer registered multiple accounts, and was upset his order was not automatically approved.

He contacted us for a refund, and received it. For some reason, this is considered scamming.

VirMach's Reply:

First of all, the customer's service functioned properly.

He created a support ticket claiming that he was on Windows 2016 version 1607. This is simply not possible as we never compiled such a version and we recently updated Windows across all servers.

Windows update was providing an error code for the update. This is because Windows update service is disabled by default; this can be re-enabled easily on the customer's end. Even if it was enabled, it would not update because it is already on the latest version since we pushed out an update recently.

Customer created a ticket indicating "no" to whether we could access his service or reboot it to provide assistance.

He created multiple tickets instead of replying to his initial ticket where we asked him for permission to check this for him.

He stated that the service never worked, after not replying to any of the tickets for support, and even though it functioned. 16 days into his month term, he requested a refund. He was upset he did not receive a refund so he said he would write a review. He created a ticket asking why he can't write a review and called our reviews fake, right after he left this review. Customer is obviously a very confused person and I wish him the best.

VirMach's Reply:

Customer was on a service that faced hardware failure, more specifically involving the RAID controller/disks. All hardware at some point may unfortunately face this issue.

When RAID arrays are involved, it takes a long time to rebuild the data and of course the preservation of data is most important to us. Customer was provided a free service replacement as well as a copy of his recovered data on another VM.

Customer stated he does not want assistance with data recovery and wants to cancel his service. Later, he asked for compensation and wrote this review. I believe the customer then realized we did provide the replacement service and I believe the issue was resolved.

VirMach's Reply:

Unfortunately, our connection to China will always be only the best it can considering it is not in an optimal geographic location.

China carriers are also seemingly being pushed out of the US so it is more difficult to make agreements. For example we tried improving connection with China Telecom, but due to recently BGP hacks it seems that they can no longer do business in Los Angeles.

VirMach's Reply:

Customer requested technical support using a billing/sales ticket from July 2019 (almost a year ago.) Therefore ticket was not sorted properly and customer received a late response.

VirMach's Reply:

Customer ordered a service and networking appeared to have an issue.

We were unable to access the service and asked the user for a confirmation of details. Instead, the customer requested a refund. Unfortunately since this was a technical support ticket, and not sent to the billing team, and customer did not actually cancel the service for a refund using the buttons on the client area, it was obviously not processed.

I do see here that customer did eventually get the service working, but technical assistance could have definitely been quicker in this case.

Customer did not contact billing department for any assistance regarding a refund. I've gone ahead and refunded this for him since he is having a hard time properly requesting it.

VirMach's Reply:

Customer contacted live chat for an advanced technical issue at 12:44AM. Before opening chats, we do let customers know it is best to contact us via the ticket system for this.

Customer received a reply to the chat five minutes later at 12:49AM. He replied back at 12:56AM and then wrote this review at 12:59AM.

Eventually this was turned into a technical support ticket. Customer replied to the ticket the next day, and then stopped replying after an explanation/solution was offered. The stability issue customer is describing ended up being as a result of the customer running out of memory on his service, which is not an issue with the server but more with what the customer was attempting to run on his service's memory allocation.