vodien.com

A VPS horror story

NetLogistics used to be a great provider. When they sold their business and clients to Vodien, things started going downhill. How bad could it get? Read on…One evening, in November last year, my VPS went down. Not good, but this is why we pay for 24/7 support, right? I emailed support and they restarted the server for me. But within hours, it was down again. This time, my emails went unanswered. I emailed at 9.31 pm. No reply. I emailed again at 10.20, and again at 11.02. Eventually, I went to bed. Early the next morning, the server was still down, with not a single reply to my increasingly desperate support requests. I phoned them and got through to a non-technical 'support' person in Singapore who made some vague references to escalating my ticket, etc, but when I pressed them it became very clear to me that there were no qualified technicians even looking at my ticket. Eventually I was told that someone who could help would be coming into work in several hours! Finally, at 9.14 am AEST, an actual support person came in and rebooted the server.By this time I had already decided enough was enough—it was time to find a new provider. But I wrote to Vodien Accounts anyway, requesting a waiver of that month’s VPS hosting fee, since they failed to meet their service guarantees. I pointed out to them that the NetLogistics website still advertises 'True 24/7 Live Support' and that my server had been down for over 15 hours while no one was assigned to my ticket. Here's how they responded:"Thank you for contacting Email Support. I hope your day is wonderful. My sincere apologies for all the troubles this may have caused. … [yada, yada]As for the full waiver request, we are not obliged to provide refunds or account credit for services rendered if we have been unable to fully resolve or answer the request, issue or problem that was the subject of your advanced support application. We take no responsibility for any mistakes in application either on the advice of our staff or your sole decision; and you are liable for the costs we incur (including legal costs on a full indemnity basis) if you make any claim in connection with or arising from services.Your business means a lot to us. [yada, yada]"Was I talking with two people, or perhaps one person with a serious case of split personality disorder? After a purportedly 'sincere' apology, they proceeded to try and bully me into submission with a barely veiled legal threat should I take things any further! Unbelievable.So there's a little taste of what you can expect with Vodien. They simply don't take their own support claims seriously, nor do they understand good customer service.I don't imagine any Net Logistics support people would be reading this, but if you are, a sincere thank you for all your help over the years. I do not blame you for this. But it’s clear to me that NL (under Vodien) is not what it once was, and sadly, it reflects poorly on everyone to be associated with a company that treats its customers so poorly. Something to think about perhaps.Update: Within an hour of writing this review, Vodien requested more information (i.e. my personal details) via Trustpilot to 'help them write a more useful reply'. If only they were so quick to assign technical staff to emergency support tickets! To Vodien: I'm not wanting any personal communication from you—the opportunity for that is long past. If you want to know who I am, I've given you plenty of clues. Here's another one… On 3 June I wrote this email to abuse at Dreamscape Networks, your parent company: 'We just started receiving Google DKIM reports with failed SPF warnings on our domain. The mail was sent from IP address 202.146.214.1XX which is not used by us. A reverse lookup shows that this IP address belongs to Dreamscape Networks/Vodien/NetLogistics. Can you please investigate.' Aside from the automated reply, I never heard back.

Date of experience: Aug 17, 2020