Farooq Karimi Z.
Their mistake caused data loss of my VPS
I had bought an NL 1Gbps VPS with the lowest spec. I installed FreeBSD on it and spend few weeks configuring various daemons on it. Then I requested a new IP address replacing my current one. They charged 2 EUR for changing the IP. After that, my VPS lost networking. They requested root password, which they should never ask, to login and fix the issue themselves. Then the communication was with Email and it was going really slowly taking few days. First they said they have no expertise with FreeBSD to investigate the issue. And they required me to rebuild the VPS. They said they would backup the data and return them to me after the rebuild is complete. I did a rebuild and reinstalled FreeBSD and configured networking again. But then the backup they gave me was corrupt. And hours of my work was gone. They offered 3 free months which I rejected. I requested my account balance, a refund for the VPS and the 2 EUR for IP change. I'm just glad I hadn't started offering services to the users. As if I did, users would have experienced huge down time, ruining the reputation of the services I offer. Edit: I think I've been too harsh. They offered 3 months free service, which would make up for the loss. I'm making the review 3 stars instead of 1 star.
Response from Servers.GuruApr 21, 2025
Hello, We’re truly sorry for the experience you had, and as you mentioned, we issued a full refund for both the VPS, your current balance and the IP change as per your request. Throughout our communication, we responded to each of your emails within 24 hours and made every effort to assist you and find a resolution. Requesting root access is a standard part of troubleshooting when a VPS becomes unreachable or unmanageable from the outside. We only ask for such access when absolutely necessary and with the user's consent. We fully understand your disappointment. The backup process completed without any reported errors, and we had no indication it would be corrupted. We spent hours attempting to recover as much data as possible from it, but unfortunately, some of it could not be restored. The IP change should have gone smoothly, and the backup should have been consistent. Unfortunately, a series of unexpected issues occurred, and we sincerely apologize for the resulting inconvenience and data loss. We take full responsibility for the situation and will continue improving our systems to ensure this doesn’t happen again.