NovonodeReviews of novonode.com

Response from NovonodeNov 3, 2022

Hello Raymond, By using services rendered by Novonode, you automatically agree, without exception, to all clauses listed within the TOS. If you do not agree, you must cease use of the service immediately. It's unfortunate that you don't care about our Terms of Service, as you stated in our livechat, since you did agree to them by using services rendered by us. As mentioned to you in the support session, we have a 72 hour full refund guarantee, but this does not apply to service renewals. As such, you are unfortunately not eligible for a refund. Your immediate cancellation request on October 9th is not how we deal with refund requests. This is stated in the TOS. When a service is requested for cancellation, our system automatically processes an immediate cancellation, or processes an end of cycle cancellation at the end of the cycle. We do not offer money back for unused months in a quarterly billing cycle. If we did, we would just be allowing anyone to buy a big package such as 12 month, then cancel it whenever they wanted to get the discounted cost. You state that you're out of your service and money, yet in your support session, which was taken care of before this review was written, we offered to, and did re-instate your service for the rest of the billing cycle. This was a resolution that you were accepting of. According to my records, other than the live chat today where you requested our staff to ignore our TOS, you've not had any interactions with our support team so I'm not quite sure why you're calling them garbage. If anything, it's a positive indicator when staff act in accordance with the publicly visible TOS. We're also not sure why you've said this experience happened on October 20th when the interaction took place today? If you feel this merits further discussion, you're welcome to reach back out via livechat or Discord and ask for me. I would be happy to discuss. ^ MR

Response from NovonodeApr 24, 2022

Hi Nectarie, Let me start out by saying that we take complaints such as these very seriously. We pride ourselves on having a top-tier support team. I'm going to breakdown your interaction with our support team, and your interactions with our company so that others reading these reviews may decide for themselves if your claims deserve to be substantiated or not. 1) - Almost incompetent support team. It is our policy that all clients with an account on our billing area provide a support pin. Our team must stick by this regardless of access to the panel or not, with the only persons able to override this requirement being management. Within 7 minutes of your ticket being open, Mason had notified management of this issue, and continued to work with you to get your password reset, in an attempt to minimize the wait time for a member of management. 2) - The WHMCS migration went very bad. As with every acquisition, and merger, there are bound to be a few issues. While we do the best work we can to avoid widespread issues, sometimes, small hiccups can happen. We have been very forward letting Slashy clients know that if you experience any issues with migration, to please open up a ticket and we will sort it out. It's unfortunate that you were a user who had some difficulties, however, as you stated yourself, we had them all resolved within 10 minutes. 3) - We will destroy Slashy It's been very clear since the moment the acquisition was announced that you have a pre-conceived notion about Novonode, or are trying to launch a campaign of hate and slander. Our records indicate that you've not once had a service with us, however the second the acquisition was announced, you started saying "Novonode bad", "Worst support" and other messages along those lines. We're unsure if this is because you feared your partnership with Slashy would be terminated (It wouldn't have, we're offering all reasonable partners the opportunity to keep going), or because you fear change. Regardless, we would love the opportunity to show you how our support team, and services run, without prior judgement or pre-conceived notions. I'm open to have continuing conversations with you regarding this, feel free to reach out and provide some more information on your initial complaints. ^MR

Response from NovonodeJun 24, 2021

Hi, I'm sorry that you feel this way. Our customer support team spent a total of 9 hours assisting you in tickets today, resolving your issues. Your first issue was that you were trying to upload a zip that was too large. Our team was able to make some modifications on the back end so that you would be able to get your files uploaded and your server started. Your second issue was a Java error popping up in your console which I personally was assisting you with. We started by attempting to update your Java and migrate you to a higher-performance server software. Sadly this did not help. So, we suggested trying a fresh map. Sadly, this also did not help, at this point you requested a refund, and I was preparing to make a testing version of your server so that I could figure out exactly what plugin was causing the error, or if the issue was with the way our panel installed your server. At this point you opened your refund request ticket, I responded within 2 minutes, asking if you would like us to keep trying, else I would issue your refund immediately. You stated that you would like your refund, so I went to process it. While I was in your account I noticed that you decided to immediately dispute the payment, and make a payment reversal. Per our TOS section: 8.4 If the client opens a dispute, we reserve the right to suspend any and all of the client's services. and 8.17 Opening a dispute on any of your payments will void eligibility for our 72 Hour Refund Policy. Since you have opened a dispute we then finish dealing with any refunds through the payment processor. Your refund has now been processed through the payment processor. Best Regards, Novonode Management