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Online.net broken sale process and worst customer support.
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Online.net broken sale process and worst customer support.

I have never seen so cheep company which does not care its own sale agreement just for euro 2 and has the worst support system. Here is are some points.

  1. I noticed online new sale on 26th at lowendtalk website.
  2. I went to their website and all euro 2 servers with 1 TB disk are gone.
  3. Some user on this form were saying they just ordered Start-2-S-SATA
  4. So I asked how they order here at https://www.lowendtalk.com/discussion/comment/3024334#Comment_3024334
  5. As per suggestion by @lebidule, I start pressing F5 and got I available which I ordered very quickly.
  6. I waited for 3-4 hours but my sever is not delivered, So I created ticket 808157.
  7. Mr. Dylan replied me that they do not have spare server so cannot deliver.
  8. So I said are your sale order process was broken as you have taken more orders than servers you had in stock.
  9. Then Mr. Jaroslaw replied saying “be patient, your server will arrive shortly”
  10. I said thanks for confirmation.
  11. Then Mr. Jaroslaw asked me to close ticket if I have nothing else.
  12. So I closed ticket.
  13. I waited for whole one day and on 27 evening, I created another ticket 808474, asking how long it will take.
  14. Then Mr. Ian replied that “I'm forwarding your ticket to our advanced specialists.” So wait
  15. I waited for two days.
  16. Yesterday morning at 10AM, Mr. Jaroslaw said that my order is cancelled as they do not have server in stock.
  17. Now randomly their support persons reply to ticket without reading what other support person already said to me.
  18. And today morning Mr. Ian replied saying that start-2-s-sata are in stock so order again at https://www.online.net/fr/serveurs-dedies/start-2-s-sata
  19. I checked this page and now price was 8 euro and I said now price is 8 euro but order which canceled due to their stock was euro 2. I said yesterday was last day of month so why not they waited for 2-3 days as there was chance that today they will get stock and they can deliver server to me. Indeed they have 42 servers when I checked in morning.
  20. Then Céline replied “We apologize for the inconvenience, because we never have the arrival dates of our future stocks. We had no visibility on this.”

So here are some facts

  1. They accepted my order in sale even though they do not have servers in your stock.
  2. They keep saying me for three days that I will get server soon.
  3. They cancelled my order saying that they do not have server.
  4. After few hours they have more that 42 server available.
  5. Now they want me to pay four times price of sale price without any fault from my side
Thanked by 2Chuck HyperK9
«1

Comments

  • I feel like this should have ended swiftly and calmly after step 7. Pretty desparate for the deal huh.

    Thanked by 1dahartigan
  • I said, that Online oversold, and the order page is cached, so it can happen that 5 people like you pressing F5 clicking order, while Online just has 1 server left.

    5 go through and then you end in that discussion.

  • deankdeank Member, Troll
    edited October 2019

    So much rage for, as you say, just 2 euro.

    Thanked by 2default masteri

    There are two things that make Earth spin: Money and PMS.

  • Here are some facts
    Their price per TB isn't that good. You could get a $6 dedi with 1TB storage
    They charge setup fees anyway.
    You provided 0 proof and many claims.

  • edited October 2019

    @AlexJones said:
    Their price per TB isn't that good. You could get a $6 dedi with 1TB storage

    Not sure if you're referring to just that particular offer, but their 3x6TB box @ 500Mbps for ~23 EUR was a killer deal.

  • @CyberneticTitan said:
    I feel like this should have ended swiftly and calmly after step 7. Pretty desparate for the deal huh.

    I agree with your point. Once they have accepted order and send confirmation email they they have to respect that confirmation or not. If they do not have really stock it was ok but had stock after few hours they canceled my order.

  • @CyberneticTitan said:

    @AlexJones said:
    Their price per TB isn't that good. You could get a $6 dedi with 1TB storage

    Not sure if you're referring to just that particular offer, but their 3x6TB box @ 500Mbps for ~23 EUR was a killer deal.

    Referring to their usual price vs an offer that is around 90% of the time on kimsufi

  • @AlexJones said:
    Here are some facts
    Their price per TB isn't that good. You could get a $6 dedi with 1TB storage
    They charge setup fees anyway.
    You provided 0 proof and many claims.

    Please wait I will write blog in few days with pdf of both tickets. Please let me know if you think anything else is needed for proof.

  • @deank said:
    So much rage for, as you say, just 2 euro.

    I as customer fighting for my rights. If they confirm order and take money of order. And after three days says we do not have stock but then sell same item for different price after few hours.

  • Have you never had item price error online that resulted in canceled order? You really have no rights to a dedi at sales price, they oversold, couldn't deliver, end of story.

    That's not different price, that's their normal price with sale being over.

    • do not prepay > 1 year and check for reviews/support
    • only use monthly from a provider operating < 1 year 🍆
  • deankdeank Member, Troll

    What rights? As far as I can see, they refunded you.

    Thanked by 1vimalware

    There are two things that make Earth spin: Money and PMS.

  • @deank said:
    What rights? As far as I can see, they refunded y> @king8654 said:
    Have you never had item price error online that resulted in canceled order? You really have no rights to a dedi at sales price, they oversold, couldn't deliver, end of story.

    That's not different price, that's their normal price with sale being over.

    So they have to accept that they have broken sale process and they have oversold and they wrongly promised customer for three days that “be patient, your server will arrive shortly” and when they were in capacity to fulfill their sale promise they cancel that order.

  • Well, you kinda picked the wrong place for great support. Everyone hopped on they were dirt cheap, myself included with the 2.99 dedi. I actually didn't even expect the thing to work, going in with such low expectations.

  • deankdeank Member, Troll
    edited October 2019

    Dude, it was 2 euro, cheaper than a cup of coffee in Western Europe. It is what I'd call a series of unfortunate events in a wallmart on Blackfriday.

    Sue them if you feel truly wronged.

    There are two things that make Earth spin: Money and PMS.

  • @king8654 said:
    Well, you kinda picked the wrong place for great support. Everyone hopped on they were dirt cheap, myself included with the 2.99 dedi. I actually didn't even expect the thing to work, going in with such low expectations.

    May be you are right. 1-2 years back they have similar sale and then their website went down and this time may be they were using some kind of caching to keep website up and not able to handle those 3-4 extra orders. Why not they kept in their stock buffer for these extra orders due to caching so that it can be handled in decent way.

  • @deank said:
    Dude, it was 2 euro, cheaper than a cup of coffee in Western Europe. It is what I'd call a series of unfortunate events in a wallmart on Blackfriday.

    Sue them if you feel truly wronged.

    So for you if they have done same thing with me for their 29 Euro 3X6TB server then it was important to take it seriously otherwise not.

  • You tried to game their system and now you complain because it backfired on you. Must be school holidays still.

    Thanked by 2Sofia_K level6

    Purveyor of high quality potassium

  • @dahartigan said:
    You tried to game their system and now you complain because it backfired on you. Must be school holidays still.

    What backfired on me what I tried as "game their system". Man are you lost completely. I placed order through their broken sale process where they accepted more orders than they have server in stock. Then they keep me dark for three days saying that I will soon get server. And what you are talking about me.

  • deankdeank Member, Troll

    Sue them then.

    There are two things that make Earth spin: Money and PMS.

  • @davi said:

    @dahartigan said:
    You tried to game their system and now you complain because it backfired on you. Must be school holidays still.

    What backfired on me what I tried as "game their system". Man are you lost completely. I placed order through their broken sale process where they accepted more orders than they have server in stock. Then they keep me dark for three days saying that I will soon get server. And what you are talking about me.

    No. You couldn't accept they were out of stock so you refreshed the page into submission.

    That's what I'm talkin about Willis

    Purveyor of high quality potassium

  • @dahartigan said:

    @davi said:

    @dahartigan said:
    You tried to game their system and now you complain because it backfired on you. Must be school holidays still.

    What backfired on me what I tried as "game their system". Man are you lost completely. I placed order through their broken sale process where they accepted more orders than they have server in stock. Then they keep me dark for three days saying that I will soon get server. And what you are talking about me.

    No. You couldn't accept they were out of stock so you refreshed the page into submission.

    That's what I'm talkin about Willis

    That was suggestion given here as some orders are canceled so added back to stock. This even I checked was working for other server as well. Some time they were out of stock and then they have one item available.

  • AmitzAmitz Member
    edited October 2019

    Just reading this thread did cost me a multiple of those 2 EUR, based on my income by hour. And I received nothing in return but cheap drama. But still I enjoyed it. Learn from the best. Do the Amitz! Live the Amitz life!

    For those who care:
    You can now find me at https://talk.lowendspirit.com or https://www.hostballs.com

  • @deank said:
    Sue them then.

    Do not have that much energy, will forget in two days this. So created this thread.

  • @davi said:

    @dahartigan said:

    @davi said:

    @dahartigan said:
    You tried to game their system and now you complain because it backfired on you. Must be school holidays still.

    What backfired on me what I tried as "game their system". Man are you lost completely. I placed order through their broken sale process where they accepted more orders than they have server in stock. Then they keep me dark for three days saying that I will soon get server. And what you are talking about me.

    No. You couldn't accept they were out of stock so you refreshed the page into submission.

    That's what I'm talkin about Willis

    That was suggestion given here as some orders are canceled so added back to stock. This even I checked was working for other server as well. Some time they were out of stock and then they have one item available.

    Cool, so like has been explained to you, you missed out. It's time to move on.

    Purveyor of high quality potassium

  • deankdeank Member, Troll

    She can't move on. Thus, she's having PMS.

    There are two things that make Earth spin: Money and PMS.

  • @dahartigan said:

    @davi said:

    @dahartigan said:

    @davi said:

    @dahartigan said:
    You tried to game their system and now you complain because it backfired on you. Must be school holidays still.

    What backfired on me what I tried as "game their system". Man are you lost completely. I placed order through their broken sale process where they accepted more orders than they have server in stock. Then they keep me dark for three days saying that I will soon get server. And what you are talking about me.

    No. You couldn't accept they were out of stock so you refreshed the page into submission.

    That's what I'm talkin about Willis

    That was suggestion given here as some orders are canceled so added back to stock. This even I checked was working for other server as well. Some time they were out of stock and then they have one item available.

    Cool, so like has been explained to you, you missed out. It's time to move on.

    Thanks. I am moving on and getting cool also. Just created this thread if this happen to anyone else then they whould know that they are not alone.

  • loeloe Member
    edited October 2019

    davi said: Then Céline replied “We apologize for the inconvenience, because we never have the arrival dates of our future stocks. We had no visibility on this.”

    That's bullshit they knew that new stock was coming the 1rst. But they didn't want this to be part of the promo.

    The "promo" is a communication strategy: keep it online long enough so that people can speak about it on forums/twitter and them redirect them to your normal ordering page. Some people will have discovered your brand and might buy a dedi at normal pricing.

    That being said, maybe you pissed them off with your tickets; patientely waiting you might have had your dedi the 1rst (Not sure about that though, haven't been able to order myself - and not sure I really wanted to).

  • Welcome back @eol

    Thanked by 1loe
  • deankdeank Member, Troll

    Look who is back.

    There are two things that make Earth spin: Money and PMS.

  • Shot2Shot2 Member
    edited October 2019

    @loe said:
    That being said, maybe you pissed them off with your tickets; patientely waiting you might have had your dedi the 1rst (Not sure about that though, haven't been able to order myself - and not sure I really wanted to).

    I managed to order a Special Deal Online dedi while it was out of stock.
    I just waited 4 days (not bothering support, because I don't really care, it was an experiment).
    It got delivered today - as new stock reappeared.

    No drama.

    Thanked by 1RecD

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  • @deank said:
    Dude, it was 2 euro, cheaper than a cup of coffee in Western Europe. It is what I'd call a series of unfortunate events in a wallmart on Blackfriday.

    Sue them if you feel truly wronged.

    Why are you being obtuse? First of all, it's a $6 difference, not $2, and it's per month, so it adds up over time.

    It's not the customers responsibility to validate and accept orders, it's the goddamn company selling. So people blaming the customer for refreshing to get a deal are just being assholes. Stock validation has been a requirement for online stores since the beginning of online stores.

    Lastly, the reasonable thing to do is provide an accurate ETA for the server or ask first if they want a refund. They told him soon but couldn't tell him when, and then servers show up in quantity the next day implies that support did sweet fuck all in trying to find out when that server would be delivered. That's just either serious incompetence or malice.

    To not know when purchased equipment will be available is surely incompetence as well. That makes no sense in a functioning company.

  • @davi

    We understand, and we sympathize.

    At the same time, your expectations were/are too high for a €2 server. I'm not trying to defend Online.net's system, but you purchased an extreme bargain-bin product, and after two tickets they had already lost money on you. Yes, their system probably entails a certain amount of overselling, which is more noticeable with an extreme bargain-bin product. It's not the end of the world. Move on.

    Thanked by 1ITLabs

    "Linux will run happily with only 4 MB of RAM, including all of the bells and whistles such as the X Window System, Emacs, and so on." (M. Welsh & L. Kaufman, Running Linux, 2e, 1996, p. 32)

  • You should write a rap song about your experience.

    I like my uptime down low and my servers all hacked. Can see me droppin' twenty-fours with a router in the rack.
    Ya like ya Switch-Ports hot and ya servers all hacked. If ya pings real high and ya networks pitch black.

  • A new rap song by the artist known as 200cents.

    For those who care:
    You can now find me at https://talk.lowendspirit.com or https://www.hostballs.com

  • I managed to order a Special Deal Online dedi while it was out of stock.
    I just waited 4 days (not bothering support, because I don't really care, it was an experiment).
    It got delivered today - as new stock reappeared.

    You just killed @davi ;)
    About the 2€, it sux that you didn't receive your server as expected/ordered... But for 4€ you can have KS1 dedi (ok it's double price but...)

  • loeloe Member

    saibal said: Welcome back @eol

    Unfortunately I'm @loe, not @eol.

  • That's too complicated.

    Thanked by 1loe

    For those who care:
    You can now find me at https://talk.lowendspirit.com or https://www.hostballs.com

  • You should thanks them for not taking you in. Regardless, they don't care whether they have spare stock to provision or replace (when your server has hw issue). Either simply cancel your order or terminate your up and running service as well.

    That's known fact for online.net yet most of us here jumped in once again to hit 1.99 EUR atom sales with 10EUR setup fees for idling and fun... xD

    Thanked by 1davi

    signature for rent - ^_^

  • I'd hate to be the boy/girl/zhe/wei that turns down sex to OP at the last minute. It happens sometimes.

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  • rm_rm_ Member

    CyberneticTitan said: Not sure if you're referring to just that particular offer, but their 3x6TB box @ 500Mbps for ~23 EUR was a killer deal.

    That one was 29.99 EUR.

  • And it had a 100 eur setup IIRC

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  • rm_rm_ Member

    vimalware said: And it had a 100 eur setup IIRC

    50 EUR

    Thanked by 1vimalware
  • You got it all wrong. It's not just 2 euro, it's 12 euro. You all forgot the setup fee.

    Fastmako (aff) - great VPS for your needs.

  • yokowasisyokowasis Member
    edited October 2019

    You have the right to remain silent. And provider have the right to refuse your order.

  • Stay away from Online.net / OVH, both are shit

    Thanked by 1davi
  • I just received the bill

  • @Archie said:
    Stay away from Online.net / OVH, both are shit

    Incorrect. For me, online / scaleway / ovh is perfect. Probably because I know what to expect.

    hostwp.net -- Wordpress Hosting for Developers.

  • @davi said:
    I have never seen so cheep company which does not care its own sale agreement just for euro 2 and has the worst support system. Here is are some points.

    1. I noticed online new sale on 26th at lowendtalk website.
    2. I went to their website and all euro 2 servers with 1 TB disk are gone.
    3. Some user on this form were saying they just ordered Start-2-S-SATA
    4. So I asked how they order here at https://www.lowendtalk.com/discussion/comment/3024334#Comment_3024334
    5. As per suggestion by @lebidule, I start pressing F5 and got I available which I ordered very quickly.
    6. I waited for 3-4 hours but my sever is not delivered, So I created ticket 808157.
    7. Mr. Dylan replied me that they do not have spare server so cannot deliver.
    8. So I said are your sale order process was broken as you have taken more orders than servers you had in stock.
    9. Then Mr. Jaroslaw replied saying “be patient, your server will arrive shortly”
    10. I said thanks for confirmation.
    11. Then Mr. Jaroslaw asked me to close ticket if I have nothing else.
    12. So I closed ticket.
    13. I waited for whole one day and on 27 evening, I created another ticket 808474, asking how long it will take.
    14. Then Mr. Ian replied that “I'm forwarding your ticket to our advanced specialists.” So wait
    15. I waited for two days.
    16. Yesterday morning at 10AM, Mr. Jaroslaw said that my order is cancelled as they do not have server in stock.
    17. Now randomly their support persons reply to ticket without reading what other support person already said to me.
    18. And today morning Mr. Ian replied saying that start-2-s-sata are in stock so order again at https://www.online.net/fr/serveurs-dedies/start-2-s-sata
    19. I checked this page and now price was 8 euro and I said now price is 8 euro but order which canceled due to their stock was euro 2. I said yesterday was last day of month so why not they waited for 2-3 days as there was chance that today they will get stock and they can deliver server to me. Indeed they have 42 servers when I checked in morning.
    20. Then Céline replied “We apologize for the inconvenience, because we never have the arrival dates of our future stocks. We had no visibility on this.”

    So here are some facts

    1. They accepted my order in sale even though they do not have servers in your stock.
    2. They keep saying me for three days that I will get server soon.
    3. They cancelled my order saying that they do not have server.
    4. After few hours they have more that 42 server available.
    5. Now they want me to pay four times price of sale price without any fault from my side

    Had something similar happened earlier.... was patient and they were able to setup one for me at the honored price when they got stock.... probably needed patience

  • KodisKodis Member without signature

    Have online.com dedi for several years and there is no problem at all.

    @Archie said:
    Stay away from Online.net / OVH, both are shit

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