Jacob Stewart
I made payment for a vps, but never received a payment confirmation and my vps was stuck pending for several hours. I finally contacted live support who told me to submit a ticket. I submitted a ticket and immediately the ticket was closed by a tier 2 support tech stating that I just needed to wait for payment to be confirmed and the vps to be manually setup. I explained to him that I still had not received a payment confirmation, but typically I do immediately, but this made no difference, the agent refused to consider that there was an issue worthy of escalation.
24 hours later, still no confirmation email, no vps, and no contact from support.
I contacted live support and had to harass them until they finally escalated the issue. At this point, I continued to ask the support agent about receiving credit for the lost day, but the support person consistently ignored me. Eventually they transferred me to that person's supervisor. The supervisor got on and said that I was being rude and harassing his agent. I promptly used profanity and then I was banned from chat support.
At this time, I still had no received my vps, the domain that it was going to host, or even a confirmation email. No one seemed to care that I had been waiting patiently already for over a day.
You can't tell someone their only option for support is to submit a ticket and then close their ticket five minutes later and expect them to come back without an attitude.
In the end, I'm getting a refund on the vps I tried to order and I'm cancelling my other VPS' at the end of the month. I was shocked by the lack of professionalism, by their reluctance to help, and by their response time. Fortunately, I'm very grateful for the support provided by other companies and I look forward to being treated with respect.
VirMach's Reply:
For reference, the reason it took longer than usual to process customer's Bitcoin payment was due to customer sending payment in two smaller chunks, and ignoring instructions by our system to send the exact amount of Bitcoin.
Customer made a payment via Bitcoin, which takes time to confirm in any situation due to the nature of Bitcoin, but also made the error above. Our live chat agents cannot assist customers, as they are not the billing support department. Customer states he harassed chat agents and that he was banned from the chat, which may occur if customers spam/use profanity.
Customer's ticket was only closed after a response was received, where he was explained Bitcoin does take time to process and that sometimes we also have to manually approve Bitcoin payments.Customer continues making tickets/replies spamming "WHERE IS MY VPS" and making it more difficult for agents to assist him, especially making it harder to flag it up for the Bitcoin payment to be processed manually.
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