RackNerdReviews of racknerd.com

Response from RackNerdAug 18, 2023

Hello Bastab, Thank you for taking the time to share your feedback with us. We truly value any and all input. Upon review of your situation, we found that your account was automatically suspended by our automated billing system due to being past due on the renewal of your hosting account. We'd like to clarify a few points: - Data Availability: We ensure the data of our clients remains accessible for a specific period even after the due date. When an account is suspended due to non-payment, in other words - it means the service is just paused temporarily. With a suspension, data remains intact and the service can be resumed immediately upon making payment for the outstanding invoice. - Communication: We believe in open communication. If any of our clients anticipate difficulty in making a payment by the due date, we encourage them to reach out to us in advance. We're always willing to explore potential solutions that can accommodate individual circumstances. - Policies: Our payment and suspension policies have been in place ever since the founding of our company many years ago - and remain unchanged even to this day. They are designed to maintain fairness and operational efficiency for all of our clients. They are also in line with many industry standards. We understand the importance of your data and would like to emphasize that at the time of writing this message, your data is still available - as your account has only been automatically suspended due to being overdue. Upon making payment for your past due balance, the account will be reinstated automatically by the system with all of your data intact. We're here to assist and are always willing to engage in open dialogue to resolve concerns. Please feel free to reach out to us via support ticket if you would like to discuss this further.

Response from RackNerdMay 6, 2023

Thank you for sharing your experience with our services, and we're glad to hear that you've been overall satisfied with the service and support we provide. I will make sure to pass along your kind words over to our support team :) We understand your concerns about the IP quality related to ColoCrossing, which is just one of several upstream providers we work with. We'd like to clarify that we offer a variety of data center and upstream providers to cater to different needs, and do have different options available, depending on product line, resource needs, location requirements, etc. Our aim is to provide the best possible experience for all our customers, and as a diverse provider of Infrastructure as a Service (IaaS) solutions, we operate in 20+ datacenter locations globally. It's important to note that regardless of the hosting provider, it's quite common for a few services and websites intended for residential use only (such as Netflix, Hulu, etc) to restrict access from datacenter-based IPs and ASN's. This is a hosting industry norm and not a specific restriction imposed by RackNerd. For example, while you didn't specifically mention Netflix, it serves as a practical and real-world example of a streaming platform that enforces content and region restrictions on their end. Such limitations are beyond the control of any hosting provider. Please don't hesitate to reach out to our team via email at: [email protected]. We'd be more than happy to assist you in finding an alternative solution or perhaps a migration to another location that better suits your needs. Once again, thank you for your feedback.

Response from RackNerdApr 21, 2023

Hello "customer" -- we were unable to find your account with the limited information provided on Trustpilot with your name on here being “customer” -- however, thank you for providing an updated review today which included additional context, so that we can further comment on your case. We had reached out to communicate the payment-related issues with your account, which was based on several discrepancies that were present. Sometimes, these are provided to us by our payment processors as elevated risk. In such cases, we do have to take action - however, the action is not so drastic in the beginning stages, where communication is first established. In such situations, we simply reach out to the customer (as we did to you) and provide a reasonable timeframe for you to respond. During this time, service is not interrupted. When we still don’t receive communication after a period of time, we can’t have idle active services just sitting there unpaid, so eventually, they do get suspended for a period of time (a suspension is very different than a termination, as a suspension is easily reversible). That is the second stage. The final stage would be a termination, this is if we still have not received any signs of life or communication from you even after the initial reach out, and suspension period, and after some more time has passed even after the suspension. In this case, our initial contact to you was on March 23rd, and you are just now reaching out to us 27 days later. Between then and now, there were more than 12+ communication from us sent to you (aside from the suspension and grace period we've provided). For more than three weeks, there was absolutely zero communication from your side despite our numerous follow up attempts and despite the multiple stages described above. This is something we typically experience with bad actors (in that they don’t respond) - in this situation, we understand you were away, however, we can’t just keep services online for more than half a month like this without any signs of payment or communication (plus, the original payment was of course refunded in full due to your payment discrepancy). We do want to emphasize that we absolutely do not shut down services without any reason or notice, and we would never delete a client's data without warning or proper communication. We believe that our track record and positive reviews attest to our commitment to customer service and quality. We simply cannot guarantee that we can keep a service running indefinitely without payment or at the very least, communication from the client. In cases like this where you may find yourself needing more time to act on something, whether that be payment related or otherwise, we just ask that you contact us and let us know -- even if it’s just a short one-line message to at least let us know of your intentions. We remain committed to delivering excellent service and support to all of our valued customers, and we hope that we can have an opportunity to work together again in the future. As we said in your previous review, you are welcome to contact us directly at [email protected] to discuss further. Thank you for your understanding and cooperation.

Response from RackNerdMar 9, 2023

Hi Dan -- this doesn't sound like the norm, we wouldn't ever abruptly cancel/terminate anyone's VPS, and even *if* there were red flags in your payment, we'd first contact you to attempt to resolve, followed by a suspension if there is no response for a reasonable period. In no case is it ever an immediate termination/cancellation. A suspension and termination are two very different things, as a suspension can be lifted in a matter of seconds. If you are sure you've selected/contacted the right business (please double check that), then please reach out to us at [email protected] so we can review your account and work towards a resolution with you.

Response from RackNerdNov 6, 2022

Hello Geri Game, We attempted to look up your account by name, and was not able to locate your account in our system. To clarify on our IP replacement policy, if you are a direct customer of ours, we do offer a free 72-hour IP replacement policy, more details on this can be found here: https://my.racknerd.com/index.php?rp=/knowledgebase/18/Can-I-request-IP-replacement.html All root credentials and SolusVM VPS control panel login info can be found in your welcome email, and you can access your VPS service via SSH. We have a video tutorial on this here: https://blog.racknerd.com/video-tutorial-how-to-ssh-into-your-vps-from-a-windows-or-linux-computer-how-to-get-started-with-your-new-vps/ I hope the above helps. Feel free to email us at [email protected] to further discuss this matter or if you have any other outstanding questions or concerns. We would be happy to assist you.

Response from RackNerdNov 2, 2022

Hello JonnyL -- you can find more information about our IP replacement policy here: https://my.racknerd.com/index.php?rp=/knowledgebase/18/Can-I-request-IP-replacement.html Although your TrustPilot profile claims you are from the US, this is a newly created profile and so I am assuming you are connected behind a VPN by the context on your message, and by "blocked" I am assuming you are from China and that you're referring to China's GFW (also known as the Great Firewall of China). As I am sure you can understand, the actions of the China government are completely out of our control, although we're always happy to help and do our best to assist, within reason and within our control - including providing solutions such as free IP replacement if requested within the first 72 hours. After which, we advise end-users to wait for the Chinese government (GFW) to lift the restriction if they find themselves blocked by the China GFW. If an end-user absolutely wishes to still receive an IP change after that, we do charge a small fee of just $3.00 to help offset administration cost of changing IPs on our VPS product line. We are always eager to provide the best service, best value and performance you can appreciate. We know that having an open line of communication is important, and based on your feedback we share equal interest. Feel free to e-mail [email protected] so that we can further discuss and find a resolution.

Response from RackNerdAug 2, 2022

Hello Hieu, Thank You for giving us a try! Without yet looking at your account specifically as we were not able to locate your account with the limited information currently available in front of us, we will speak generically and say that we do not allow overselling on our reseller hosting platform (and never have). Now if you are on a VPS, that would be up to you whether you wish to enable it or not, as a VPS is your own environment. Assuming you are referring to our reseller hosting platform, you had mentioned in your post about it being enabled before, I cannot yet comment on the specifics of that without identifying your account, but I can say we never allowed overselling (on our reseller hosting platform) from day one. If that was the case and it was enabled before then it definitely should not have been, again speaking generically here but it is possible this was previously enabled by mistake or as a result of a migration migrating over the previous settings from your previous hosting provider and us not updating the reseller ACL settings after the migration is completed (those are the only two reasons it could have been enabled, in a situation where it should not have been but was). We understand that other providers may choose to oversell their platform, but we are committed to delivering performance, along with competitive pricing - with reliability that our customers can rely on. We're also very experienced, and we're a Certified cPanel NOC partner ( https://youtu.be/_s9iOMFoA2w ) which means our competence and skills were certified by cPanel themselves, so we definitely understand the impact and the service decline potential when within a shared hosting environment that allows for overselling. We sincerely hope that you re-consider our service, as we strive to deliver an experience you will be happy with. We’re also more than willing to come to an agreement, with competitive pricing on addons/upgrades, as your business needs scales (which understandably at that point, would be sustainable for you).

Response from RackNerdJul 12, 2022

Hello "Nope" -- it appears this is another duplicate review you've posted about our business, in the past we already responded in greater detail to your previous review here on TrustPilot addressing your concerns. We will be here to assist you 24x7 if there's anything we can help you out with, feel free to open a support ticket for further assistance. UPDATE: We see that you updated your review. We'd like to invite you to directly contact us to further discuss your case, as it's understandably difficult for us to comment on a public channel without disclosing sensitive account information or history. What we can for sure say on a generic note, is that if there are any outages on our end (meaning issues that are on our end that are not caused by a customer's specific configuration or environment), we are quite transparent about them and share them via our status page, so that our customers are kept in the loop regarding any outages or maintenances (even non-customer impacting maintenances are shared on our status page for the sake of full transparency). We are not perfect (no one is, we're all human) -- but when hiccups arise, we do react to them quickly (and also resolve quickly) - in addition to constant/fast communication and updates with our customers.