Evgenii V.
The service won't give me my money back, their servers are terrible
I installed a personal VPN on some of the servers, it worked fine for a while, but the last two weeks it was just awful. All devices that were connected to the VPN were very slow, until I turned off this VPN and switched to a VPN from another provider, this horror did not end. I am a professional web developer and I know what I am talking about. These servers do not work, their network is very bad, I do not advise anyone to contact them Also, the support works terribly, is rude, insults, and when you try to return your money, they simply refuse to do so. Therefore, in order to be safe and save your money, you should not pay attention to these spies
Response from RackGeniusFeb 27, 2025
We take all feedback seriously, but this review is full of false and misleading claims. The customer refused to provide any technical evidence of network issues despite multiple requests, instead making baseless accusations and demanding refunds. 1. VPN Performance Issues & Network Reliability: The reviewer’s claim that our network is “terrible” appears to be based on issues with their personal VPN setup. VPN performance depends on multiple factors outside of our control, including: - The customer’s VPN configuration (protocol, encryption, routing). - ISP routing policies affecting VPN traffic. - External congestion or limitations on the VPN provider’s network. Our internal monitoring and public status page confirm that our network has been operating normally, with no reported issues from other customers. The customer refused to troubleshoot and instead blamed us for problems beyond our control. 2. False Claims of “Rude” Support & Misconduct: At no point was the customer insulted or mistreated. In reality: - They immediately began making demands in all caps, falsely accusing us of “selling data,” “routing through hacker nodes,” and “substituting content.” - When asked for technical details, they refused to provide evidence and instead falsely claimed Equinix, a major global data center provider, was a "hacker node." They thought that Equinix "hacker node" was in the traceroute -- it's common for internet traffic to traverse global data centers. - Our support team remained professional despite these irrational accusations. The only “rudeness” was us upholding our policies and refusing to issue an unjustified refund. 3. False & Defamatory Accusations (Cyber Espionage & Data Selling): The claim that we engage in cyber espionage, data selling, or content substitution is completely false and defamatory. To be clear: - We do not collect, sell, or monitor customer data. - We do not interfere with customer content or manipulate DNS. - Equinix is a respected global data center provider, not a "hacker node." Accusing a company of criminal activity without evidence is reckless and defamatory. This is not an honest review—it is an irrational attack based on the reviewer's misunderstanding. 4. Refund Denial & Policy Enforcement: The customer used our services for three months before demanding a refund. Our refund policy clearly states that refunds are not issued for actively used services unless there is a verifiable failure—which did not occur. The customer’s refusal to provide evidence only further justified denying their request because they were unwilling to elaborate on the issues they were facing. 5. Transparency & Reliability: Snakecraft Hosting maintains a public status page showing real-time and historical uptime, reinforcing our commitment to transparency. Unlike this review, our genuine customer feedback reflects our reliability and professionalism. While we regret this customer’s frustration, we stand by our policies and service quality. Hosting providers should not be expected to issue refunds based on paranoia, misunderstandings, or false accusations.