PrismReviews of prismnodes.com

Response from PrismAug 3, 2026

Thank you for recognizing the quality and performance of the server. We would, however, like to provide some important context regarding the support experience described. Our normal support is quite responsive. This particular request required involvement from an executive or network administrator. By nature of their roles, those team members cannot be personally available at all times, and this was clearly communicated in your ticket. The order form explicitly states that dedicated IPs are not available in your selected location. Despite that, we agreed to provision one as a special exception after you contacted us. We also clearly stated that the request would be handled on a waitlist basis and could take up to seven days, since dedicated IPs are not normally stocked or supported at this location. Your dedicated IP was ultimately provisioned well before that timeframe. The core service purchased, a high-quality server, was delivered and performed well, as the review itself acknowledges. The concerns raised relate entirely to the response time for an add-on that the order form expressly listed as unavailable, rather than the quality or delivery of the advertised server service. Ironically, had we simply enforced the limitation shown on the order form and declined the request, there likely would have been no additional support experience to criticize. Instead, we made special efforts to accommodate you and completed the request ahead of the timeframe provided. Normally, when we respond to a critical review, we ask what we could have done differently to earn a five-star rating. In this case, however, it is difficult to identify what more could reasonably have been expected. You received the good-quality server you purchased, along with a special accommodation for a product explicitly listed as unavailable, and that accommodation was completed ahead of schedule. We understand that you would have preferred immediate fulfillment, but this review does not meaningfully evaluate the service within its advertised scope. We therefore do not believe the two-star rating fairly reflects the service delivered.

Response from PrismJan 12, 2026

Thank you for the honest feedback — we’re glad to hear our support was helpful, and we appreciate you calling that out. We’re actively working on improving response times, and feedback like this helps us prioritize the right changes. If you’re open to it, we’d love to know what we could have done better to make this a five-star experience for you. Thanks again for taking the time to share your experience.

Response from PrismNov 9, 2025

Hi, thanks for posting a review. To clarify for anyone reading: When you cancel a service, you’re presented with two options: (1) cancel at the end of term, or (2) cancel immediately (and receive account credit for the remaining time). The immediate option also triggers automatic termination and deletion of the server at the end of the billing period. In your case, the service was cancelled and then auto-terminated at term end, which permanently removed the server data. We were transparent that restoration wasn’t guaranteed and offered to check for a node-level backup as a courtesy. No backup was available. We did not promise restoration. On refunds: once a service has reached the end of its paid term and terminated, our no-refund policy applies. That’s why a refund wasn’t issued. We acknowledge our response time could have been faster; emergency backup searches are inherently slow and, since backup restoration isn’t a service we offer, it wasn’t prioritized. The cancellation choice—and the resulting deletion—followed the option selected at the time of cancellation, not an action by our team. If you want to start fresh, we’re happy to expedite a new setup and extend a one-time courtesy discount to get you going quickly.