Is Santrex.net a bad choice for hosting, or the worst choice for hosting?
And yes, this is just my side of the story. If you want to read their side of the story, well… Their website doesn’t seem to mention this little outage yet, nor does their public forums. Weird.
Anyway, here’s what happened: around noon April 12th, one of my VPS servers goes down. I open a ticket, then a few minutes later notice the system status indicates a possible hardware problem and some services are offline. No problem, we all have hardware failures once in a while.
4pm, “we’re currently experiencing major issues… in all locations”
April 13th the system status is updated with a (Resolved) tag, but I’m still down. File an update to my ticket, they’re still having issues and are documenting things in another location. Fair enough, although the “resolved” was a wee bit misleading.
April 14th/15th We’re still down, absolutely no sign of things returning, I move my services elsewhere and request a refund. Technical support says to contact billing.
April 17th I get a new “account activation” message, apparently Santrex.net threw out all of their customer data and started over after being down for 5 days.
Over the next few days I’ve exchanged several emails with their billing department, and apparently this is an acceptable level of service, and they’re standing behind their “we might not actually provide the service we sell, and we don’t offer refunds” clauses in their terms of service.
Seriously? A week of downtime plus 100% data loss, and a refund is too much to ask?
It was also nice that they took the time to yell at me for opening a second ticket formally request cancellation, after I followed their instructions to cancel service. Thanks for that guys.
Luckily, this is why god invented credit card chargebacks, Visa will stand behind a consumer when they purchase something and the seller doesn’t bother to deliver.