I've had sad expirience with ServerMatrix team and apparently they're not going to listen to me on their board, so I decided to tell my story here, so maybe they have better time understanding me.
So I'll begin with my story (it's kinda long, but details are MUST):
I've purchased a thumb-tgp site in the begining of june and decided that I need a server with cheap bw to run my tgp there.
I've seen alot of recommendations for ServerMatrix at GFY and decided to give them a try.
Since I've been planning to use the server in a long run, I've decided to go with "Super Server 2.4" and pay the setup
fee for $299 and have $79 fee monthly.
I've placed an ordered and on 03.06.2004 my credit card was charged after I received a call from them to my
specified phone number checking the CC info. The girl on phone said I'll receive the welcome info in 24 hours.
I've waited 4 days (including sunday and monday) and jumped onto their support board at
http://forums.servermatrix.com/ where I posted this topic:
http://forums.servermatrix.com/viewtopic.php?t=7723
I gave them a call on the phone specified in the reply. I've jumped into a conversation with their sales person, who said that they sent the welcome e-mail on 04.06 and when I replied that I received nothing she forwarded me to their tech. After almost 30 minutes talking with tech and him trying to send me emails to my different e-mail accounts from their main box (I received NONE) he decided to try send me email from the box I ordered so he created a user there.
NOTE: I had no access to the box and they did not deliver the master account info over phone, though they checked my CC info
before even talking to me.
I received nothing this time also. International calls are pretty expensive and I asked him about online messenger ID, so I could continue
figuring out what's going on via cheap internet chat.
He said me his MSN ID, but I never been able to find him online when I got off the phone.
What I had left to do: my CC was charged, I got no server and they were not able to help me.
I've jumped back into the forum and messaged one of the tech's showed there and explained the situation, he replied me that he will check it again, but as you may guess it did not work he adviced me to contact my hosting company and check my email configuration with them. I have contacted my NatNet support, they checked my email boxes, sent tests from different email addresses and it worked fine. I have forwarded the testing results to SM tech over board again, he said he is sorry that it didn't work.
6 days passed since my order and I was not given access to the server and was not able to start moving my purchased tgp site. I've contacted the tech again and asked how I can receive my money back, since I did not receive the service I have purchased. He gave me a contact to the SM Rep on the board and I have messaged her explaining the situation from the beginning on 9/jun. She adviced to email their night manager, so I did and sent a copy to her via board aswell, since emails were not going through me to them. She said she forwarded my refund request to Eric (night manager) and I shouldn't worry, since they're taking care of it.
While time goes, I decided not wait anymore and purchased a server from a different hosting company and got setup in 1 (one) day, without any problems of receiving emails from them.
On 17/jun I have messaged Connie (SM Rep) again asking how's the thing going, on what she replied asking if I still cannot login.... After I explained the situation from the beginning again she said she will ask how's the thing going from that night manager again.
Yesterday (23/jun) she forwarded me the message from Eric via board:
"The server that you purchased was apparently used by you or someone that you have given the userID to. The reason that we make this statement is a user ID was created by someone with access to the server and therefore that is why we cannot refund your money.
We are not responsible if your local ISP/Connection cannot receive the emails that were sent from my auto-provisioning system. We have verified the system sent the information to you by tagged confirmation of the email address.
If you would like to cancel the server and cannot do so by the orbit portal please send a faxed letter to our Accounting Dept. stating that you wish to cancel the server and you cannot login into orbit to do so.
Also we need to have you sign the letter so that we have signed confirmation of the account closure.
Thanks,
Eric W. Clark
ServerMatrix Sales
1-800-377-610"
and then this message:
"We consider this matter closed until you formally fax in your cancellation request. No need to reply to this thread or personal message.
Thanks,
Eric W. Clark
ServerMatrix Sales
1-800-377-6103"
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So what I have now: my credit card was charged for 367.73 USD
I have no server
I got accused for using the server (though I have absolutely no info how to access it)
I received decline on my refund request.
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What would you do in this situation?