VirMach's Reply:

Hello,

The migration was completed as requested. You started spamming multiple tickets about other tickets that referenced other tickets. For some reason you adamantly believed you weren't migrated, even though you were, and you had difficulty understanding the concept of geolocation. You were provided with multiple answers that were quite thorough, so I'm honestly not sure why you think otherwise.

VirMach's Reply:

It appears you were confused and thought your service was not migrated when it was; your migration was completed within two hours of your reply confirming to proceed.

VirMach's Reply:

So much is wrong about this review, but I will try to keep our response short here as I've extensively covered this elsewhere since you copy/pasted versions of this everywhere you could.

You signed up for a service. in the past, you had a service that automatically renewed. You clearly knew this and in the past it was convenient to you. Then you contacted us for instructions to disable auto renewal, and we gave them to you. There were also about four other places where we clearly state when you will be billed.

You contacted us multiple times demanding a refund, outside of our policies, for a package that is clearly labeled as having more limited support than others on our site. We had to keep repeating ourselves to you, and eventually we reminded you that you did agree to be billed for any support outside of network and hardware issue. It does not matter if you believe billing support should be free, no matter what, as long as you want to keep speaking with us. It is not. It does not matter if you believe we should have an unlimited refund policy, we don't. It doesn't matter if you believe that whenever you feel like it, the service should or should not renew without you letting us know otherwise.

We make it extremely easy to cancel or disable auto payments. We remind you constantly, before we bill you. These are buttons you have to click, you do not even need to contact us. When you do have to contact us, the cost of going back and forth and discussing our policies is clearly not included in your $1.25 per month limited support service. We literally explain all of this to you, and you agreed to proceed. Then you expected something different.

We did not charge you $15. You did charge back the payment, so actually we were the ones charged $15. Do you know why? Because your bank does not actually give you free support, they get paid to answer your call via this fee but it's just the merchant that is charged, not you. And we pay this because we agreed to it.

As for phone support, we never claim to provide billing support such as this via phone, and we are also out of the office due to COVID.

VirMach's Reply:

You had an 8 core special offer. The 80% of it you utilized on average (a little over 6 cores) was the average over 2 weeks. For hours, you used about 100% or above 100%

As for your payment, it was clearly authorized? I do not understand, just because you are immediately displeased does not mean every payment is suddenly unauthorized. You've had auto pay on for years and never complained about it until now, and you have not even disabled it.

I see a bunch of abuse on your account, with the history of running CPU miners which we do not allow. You've definitely had your time to understand our policies by now.

VirMach's Reply:

We are continuously working to improve the panel. We've added some additional information on certain pages prone to timeouts (when a task is being done that takes a while to complete) to avoid them.

VirMach's Reply:

I clarified this on your other review, but to address the unauthorized payment issue again: you absolutely knew you had auto billing on because you spoke of it with us, before you were billed.

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.