DedicatedMC, LLCReviews of dedicatedmc.io

Response from DedicatedMC, LLCNov 3, 2021

Thanks for the feedback XGNXLency, sad that you chose to take a general statement and make it about us. I had the option to remove this, but as we pride ourselves on Openness and Honesty, I chose to leave it up. It would be great if you left your general hatred of Hosts and Hosting aside when leaving reviews in the future. I had a look into your server when I saw the cancellation come in as Lag, as this is not something we hear often for our High-End range. What I found was a View distance of 17 (while the default is 10 and we do not recommend going over that) and some custom Java arguments that you had placed that limited your Java use from 10GB to 8GB and messed with your heap sizes, which resulted in poor performance, due to your own actions. If you had reached out to our Support Team we could have helped you get setup properly and you wouldn't have had any issues. I hope that if you ever do decide to use us again, you at least reach out to the support team for help. Java Arguments are tricky and the ones you chose to use definitely negatively affected the experience you had. Thanks - DMC Team

Response from DedicatedMC, LLCOct 8, 2021

Hey Viyzen, Let me begin to preface this saying that we appreciate the time you took to write out such a detailed review, How ever, someone of what you have said needs clarification; Your statement about our panel requires a bit of a tweak. Our panel does support URL Downloads from Google Drive, as it does most other places. The issue comes that Google Drive requires verification first and you need to be able to add that in the URL that you provide. This is not something we can bake into the panel as the button just runs a `curl` command. If you have other types of download managers or places you've tried, we'd be happy to take your feedback and have you make a bug report on our GitHub so we can fix it. The file names are based on when the archive was created timestamp wise (and with a tar.gz file extension which is normal for Linux based servers), and comes standard for Pterodactyl Software. You can rename these files to more recognizable names easily in our panel as well. You also had pointed out that our support staff who answered you quickly often had little to no access to the information you needed, but the tickets you've made recently have all been answered promptly by our staff with the information you've given them. Refunds, anything pertaining to billing has always required Director or Tier 2 billing oversight because of the level of access needed to do anything with the given information, and as most of the Directors are also working full-time and are not readily available, we endeavor to answer these inquiries as quickly as possible. You stated that we have given little help in terms of server performance issues. Our support is limited for ALL clients to the Support Guidelines. Support Agents do not go outside of guidelines except when ABSOLUTELY necessary and do so at their own discretion. Issues pertaining to specific server-side mod configurations and other issues that have to do with modpack conflicts are all issues that are not covered by the support guidelines. There was also mention of an excessive amount of verification needed for panel transfers. This is a precautionary measure because it has happened before that clients want their panel transferred or certain subusers request panel transfers and end up being fraudulent or malicious. We want there to be complete verification that the action is confirmed and verified by both parties, and to ask for specifics and verification, we believe ensures that we maintain the integrity and trust of our clients. No one wants to have a server stolen from them. This is how we prevent that. Lastly, and what I feel is the majority of your issue, You stated that "after being informed by a support staff they were available within 48 hours of payment period, they were unable to retrieve information on when I made my payment". This is completely false. The support agent that was busy with your ticket had duly informed you that your inquiry fell outside of the regular Terms of Service refund window, and clearly stated that you were already 3 days past the original payment window. The difference being that you were talking about a cancellation and a refund after that was done. The Support Agent handling your inquiry did not have access to that kind of information and proceeded to elevate it to a Director for assistance because it fell outside of his scope. That Director being Tehlo . He had promptly explained to you that he made a decision on your refund request based on the time of cancellation, where you had made a false statement saying that the Support Agent in question had incorrectly informed you that refunds were based on ticket creation time instead of cancellation time, where no such claim was ever made. He made an exception for you out of courtesy based on the time you've been with us because regardless of whether or not it was based on ticket creation time and cancellation request, you still fell outside of our Terms of Service window for refunds. Next time, please reach out to us first about issues like you've mentioned, because only 1 of everything you've brought up you told us about in a ticket. If you need a transcript of the ticket, I am happy to provide it to you, though I am sure you were sent it as the bot does that on ticket close. Best of luck with your hosting future and I hope that you continue to enjoy this wonderful game as many of us do! - Taffy