vodien.com

Non Existent Support

In March, we were informed that Vodien would not renew our VPS service - and that we needed to upgrade to a dedicated server for $18,000. We regrettably made the decision to proceed. As part of the upgrade, Vodien were to take care of the entire migration process. We scheduled all our client sites to be migrated in three batches. One day prior to the scheduled time - they said they couldn't do it on schedule and it was delayed by two days. Batch one: The nameservers which Vodien setup were not correctly configured. No one from support knew what to do, nor could resolve the issue. We gave up on our desired nameserver details and setup different nameservers instead just to get the process moving again. It took over 17 hours to resolve. Batch two: no issues, as scheduled. Batch three: Vodien migration team failed to turn up for the scheduled time, which we had booked and confirmed with them in advance. We scheduled the final batch for migration at 10pm Melbourne time on Monday night. I stayed up late to manage this process, as I did the other two batches. A client also came into our office to oversee the migration of one of their services as they are in the middle of a critical marketing campaign and wanted to supervise and manage the downtime communication to their users. We were left embarrassed when absolutely no one from Vodien turned up on schedule, and then further embarrassed when no one could be contacted at Vodien to help. This time of 10pm Monday was confirmed with the migration team on Thursday last week (which i have in writing). Their team then did not appear until 2am Melbourne time, and only after several hours of live chat with your support team and via email... by which time I was already forced to hire another third party systems administrator to get the final piece of the puzzle in place, as Vodien support was absolutely useless and non-responsive and failed to turn up to our scheduled migration appointment. I was assured by 'April' as the sales rep / business development team, that this entire upgrade and migration process would be seamless. It hasn't been. It has been one month since they promptly took our payment and stressed how important it was to upgrade immediately, and since then - very sloppy work from their support team (who can never be contacted on the first instance, nor actually check anything works - ie, nameservers did not work, but they kept saying it did). No one can be reached by phone. Not even internally. Vodien support only rely on internal messaging and on every communication, and each time - the team tells me it will be up to 48hrs for a response, even with critical matters like nameservers not working or scheduled migrations to give our customers clear information on timelines when things are happening. It's not good enough. The support Vodien are offering to your customers is absolutely unacceptable, incredibly unprofessional and extremely degraded since you took over NetLogistics in Australia. You're quick to take our money in upgrades, then completely disappear when it comes to service deliverables and support when things didn't work as scheduled. As for the 4hr SLA on a managed service - no chance. It's just a sales gimmick. I have raised these exact concerns before with Vodien, and promised that a manager would call me to discuss after several days of VPS downtime last year. Nothing. No one ever does. Your staff have no pride in their work, and have no accountability to support us when critical incidents occur. 'Von', who will likely write back to this public review, wrote back to us once. Then never followed up with our concerns. In summary - i'm the stupid one for giving Vodien one last chance. If in doubt, leave it out. My advice; go elsewhere for your hosting needs, but be wary of whom the parent company is. Vodien is part of Dreamscape Networks Limited who are buying up many hosting and domain companies and turning them into trash. Do your research, because if Dreamscape Networks Limited is involved - you can be assured you wont get the level of service you need for reliable business operations.

Date of experience: Apr 23, 2024