COMPLAINT ACTIVITY REPORT Case #

Transcription

1 COMPLAINT ACTIVITY REPORT Case # Better Business Bureau, Inc. Consumer Info: Garcia, Marc Business Info: Arvixe, LLC P.O. Box Koll Center Pkwy Ste 150 Greer, SC Pleasanton, CA [email protected] Location Involved: (Same as above) Consumer's Original Complaint : Customer Service is horrible but I know why the president of the company is just as horrible. Got on chat support to get an issue resolved. After 45 min, lost connection. I picked up the phone and called them and spoke to someone in support after some time waiting and speaking with someone a total of 1 hour. Lost connection. Waited a day and sent an to the QA team mentioned in the support information. They opened a ticket (17 Fen 2014). the ticket##qbc they told me after I uploaded a video showing what I was getting that the site I had was on a server which was having issues with the cpanel. After back and forth dialog they tell me that they are transitioning off this server and will be completed by March 10. They offered me the opportunity to refund me one month of hosting services, of which I did take. on March 10 I try to access the site via the cpanel and come to find out that it was still having the same issue. I asked about the status. They replied to me with a link to a page which the POC would update with the status however had not been updated. I also get an stating that the ticket will be closed if I do not respond in a specific time. Yet the issue was never resolved. So at this point management and the like are involved so I them directly asking them to simply reset the expectation, in other words just give me another date. The owner of the company replies with an ultimatum here is the March 13, 2014: Marc, You have 3 options - 1) Use another provider. 2) Wait until the migration is done. 3) Have us give you a blank account on a new server so you can migrate the account yourself. Which one do you want? The expectation is clearly set when Zee says he is still migrating a day after the 10th. It's obviously not done. When it's done, he'll update saying its done. Is that clear enough? Arvand Sabetian P: x861 C: Skype: Arvand.Arvixe AS you can imagine I was shocked by the response. So I asked "can I quote you" his reply was inflatatory as well. Then I replied back and within there I said: And for the record the only thing I am asking for is a reset of the expectation - in other words a NEW date. You set an expectation and when it is not met, because of customer service you go back and reset the expectation to a new date if you cannot deliver. This eases the back and forth that evidently leads to someone I guess in management present ultimatums as a customer service solution. After the dialog continued I decided to stop the back and forth as if the president of the company is responding this way, how can I expect anything different? Consumer's Desired Resolution: I am requiring nothing - solely to let everyone I can know about this experience. BBB Processing 03/18/2014 web BBB Complaint Received by BBB

2 Support Center Discussion Board Blog About Us View Cart Home View Tickets Submit a Ticket Knowledgebase News English (U.S.) Account My Profile Preferences Change Password Logout Please type your search query here View Ticket: #QBC SUPPORT IS HORRIBLE!! SEARCH Live Chat Software by Kayako Created: 17 February :44 PM Was the technician helpful? Was the technician courteous? Was your problem resolved? Please rate your overall service: Updated: 13 March :47 AM DEPARTMENT [ Private ] OWNER Unassigned TY PE Issue STA TUS Open PRIORITY Normal Information name: nlcespan Your hosting account username. Last 4 characters of the billing password: Post Reply [email protected] Posted on: 13 March :47 AM Marc, I just logged into your control panel and I was able to access all files and databases under your account. If you want, we can even zip up all of your files and databases. Or you can do it yourself through FTP and/or the control panel. Otherwise, I suggest waiting and monitoring this post. When there is a realistic time for when the transfers will take place, it will be updated here: The individual performing the migration is CCed. 1/24

3 Arvand Sabetian P: x861 C: Skype: Arvand.Arvixe Listed on Inc Magazine's 30 under 30 in 2013! - Arvixe was ranked again as one of the fastest growing companies in the US by Inc in 2013! - Arvixe was ranked as the 157th fastest growing company in the US by Inc in 2012! - Arvixe was ranked as the 209th fastest growing company in the US by Inc in 2011! - Arvixe, LLC - Dominate the Web. Follow us on Twitter! -- Find us on Facebook! -- Recipient Posted on: 13 March :37 AM Arvand, A free account? I guess you failed to quote yourself.. You never offered that. You presented an ultimatum which shows the root of your company's lack of customer service skills. And for the record the only thing I am asking for is a reset of the expectation - in other words a NEW date. You set an expectation and when it is not met, because of customer service you go back and reset the expectation to a new date if you cannot deliver. This eases the back and forth that evidently leads to someone I guess in management present ultimatums as a customer service solution. [email protected] Posted on: 13 March :32 AM You wish to quote the fact that we are willing to give you a free account so you can migrate your account to it? Sure. Arvand Sabetian P: x861 C: Skype: Arvand.Arvixe Listed on Inc Magazine's 30 under 30 in 2013! - 2/24

4 Listed on Inc Magazine's 30 under 30 in 2013! - Arvixe was ranked again as one of the fastest growing companies in the US by Inc in 2013! - Arvixe was ranked as the 157th fastest growing company in the US by Inc in 2012! - Arvixe was ranked as the 209th fastest growing company in the US by Inc in 2011! - Arvixe, LLC - Dominate the Web. Follow us on Twitter! -- Find us on Facebook! -- Recipient Posted on: 13 March :30 AM Now I understand your BBB review.. 25 complaints in 12 months.. I would take option 3 but WAIT I can't access two of my sites to properly migrate or back them up - remember..? Posted on: 13 March :24 AM Can I quote this publicly? [email protected] Posted on: 13 March :24 AM Marc, You have 3 options - 1) Use another provider. 2) Wait until the migration is done. 3) Have us give you a blank account on a new server so you can migrate the account yourself. Which one do you want? The expectation is clearly set when Zee says he is still migrating a day after the 10th. It's obviously not done. When it's done, he'll update saying its done. Is that clear enough? Arvand Sabetian P: x861 C: /24

5 C: Skype: Arvand.Arvixe Listed on Inc Magazine's 30 under 30 in 2013! - Arvixe was ranked again as one of the fastest growing companies in the US by Inc in 2013! - Arvixe was ranked as the 157th fastest growing company in the US by Inc in 2012! - Arvixe was ranked as the 209th fastest growing company in the US by Inc in 2011! - Arvixe, LLC - Dominate the Web. Follow us on Twitter! -- Find us on Facebook! -- Recipient Posted on: 13 March :16 AM Hi Michael, So we are on the same page - I never used the word deadline. Read the last sentence again. "You set an expectation of the 10th, and never came back to reset that expectation - it is this which I am speaking of." In the other side of this we are going on one full month of my issue not being resolved. So from a customer service standpoint understand my point of view. Then getting s telling me no need to update the ticket.. Come on guys. Really? Michael Carr Posted on: 13 March :25 AM Hi Marc, You were given an estimate of the tenth for the completion of the migration, not a deadline. A migration is not something we can rush, it follows a set plan in order to prevent as many issues as possible. It will be completed as soon as possible. Michael Carr Quality Assurance Manager General Toll-Free: (9-ARVIXE) General Local: x653 Fax: Listed on Inc Magazine's 30 under 30 in 2013! /24

6 Arvixe was ranked as the 157th fastest growing company in the US by Inc in 2012! - Arvixe was ranked as the 209th fastest growing company in the US by Inc in 2011! - Arvixe, LLC - Freedom of the web at your fingertips. Follow us on Twitter! -- Find us on Facebook! -- P.S. This address ([email protected]) is my personal non-support address and is not monitored 24/7. If you require support please submit a new support ticket at ( so we may take care of you right away. I will do my best to get back to any non-support related issues/questions as soon as possible. Posted on: 13 March :49 AM I am going to reply in this ticket simply because I went back and forth with someone in your management team about this being done by the 10th. Here we are the 13th and your update site has not been updates since the 11th. Last update: Update by Zee S [ :06:01 PDT] : accounts data and the mailserver data has been copied to new server. We are now creating user accounts and the websites on new server. And STILL I have the same issue. So yes I do need to reply in this ticket to record the lack of integrity and customer support in support for Arvixe. You set an expectation of the 10th, and never came back to reset that expectation - it is this which I am speaking of. Posted on: 13 March :46 AM I am going to reply in this ticket simply because I went back and forth with someone in your management team about this being done by the 10th. Here we are the 13th and your update site has not been updates since the 11th. And STILL I have the same issue. So yes I do need to reply in this ticket to record the lack of integrity and customer support in support for Arvixe. Michael Carr Posted on: 11 March :41 PM 5/24

7 Hi Marc, Any updates will be included in the alert link I have provided. There are no further updates at this time. -- Michael Carr Quality Assurance Manager General Toll-Free: (9-ARVIXE) General Local: x653 Fax: Listed on Inc Magazine's 30 under 30 in 2013! - Arvixe was ranked as the 157th fastest growing company in the US by Inc in 2012! - Arvixe was ranked as the 209th fastest growing company in the US by Inc in 2011! - Arvixe, LLC - Freedom of the web at your fingertips. Follow us on Twitter! -- Find us on Facebook! -- P.S. This address ([email protected]) is my personal non-support address and is not monitored 24/7. If you require support please submit a new support ticket at ( so we may take care of you right away. I will do my best to get back to any non-support related issues/questions as soon as possible. Michael Carr Posted on: 11 March :58 AM Hello, The migration is getting closer to completion but is not finished yet. You can follow along with the progress by following this link : Once completed you will have a much more stable enviroment -- Michael Carr Quality Assurance Manager General Toll-Free: (9-ARVIXE) General Local: x653 Fax: /24

8 Listed on Inc Magazine's 30 under 30 in 2013! - Arvixe was ranked as the 157th fastest growing company in the US by Inc in 2012! - Arvixe was ranked as the 209th fastest growing company in the US by Inc in 2011! - Arvixe, LLC - Freedom of the web at your fingertips. Follow us on Twitter! -- Find us on Facebook! -- P.S. This address ([email protected]) is my personal non-support address and is not monitored 24/7. If you require support please submit a new support ticket at ( so we may take care of you right away. I will do my best to get back to any non-support related issues/questions as soon as possible. Posted on: 11 March :04 AM Please let me know about this migration.. the issue continues What is happening.. I was beginning to gain a renewed confidence amidst the challenges From: Quality Assurance [mailto:[email protected]] Sent: Wednesday, February 26, :05 PM To: Cc: Subject: [QA #QBC ]: SUPPORT IS HORRIBLE!! Importance: High Hello Marc, Yes that is correct, the week of the 10th of March is the estimated date of completion for the current migration. Please let me know how you'd like to proceed. Thank you Best Regards, 7/24

9 m> NOTE: Is this an urgent request? You may wish to contact us by calling or starting a live chat at You can view a history of your tickets by logging in at Ticket Details Posted on: 11 March :02 AM ANY UPDATE?? Posted on: 10 March :00 PM Now I am getting error 500 on a subdomain I have been trying to setup.. (epd.dominiosc.org) WHY? Chatted with one of your people and he is supposed to open another ticket and me the info but have yet to hear anything.. From: Quality Assurance [mailto:[email protected]] Sent: Friday, February 28, :48 AM To: Cc: Subject: [QA #QBC ]: SUPPORT IS HORRIBLE!! Importance: High Hello, Thank You for the update, Do let us know if you need anything further. Best Regards, Patrick Stein Technical Operations Officer Quality Assurance Team <mailto:[email protected] m> 8/24

10 NOTE: Is this an urgent request? You may wish to contact us by calling or starting a live chat at You can view a history of your tickets by logging in at Ticket Details Posted on: 10 March :07 AM Please advise as to the status of the move of my account to the other server.. As per earlier updates this was to be completed today. thank you Posted on: 10 March :00 AM Well the original issue was the inability to go via CPanel and open the website seaofblessing.org OR the other subdomain one for that domain survey.seaofblessing.org. Please review the details of the ticket above. Also please make the primary domain DominioSC.org Thank you From: Quality Assurance [mailto:[email protected]] Sent: Saturday, March 08, :38 PM To: Cc: Subject: [QA #QBC ]: SUPPORT IS HORRIBLE!! Importance: High Hi Marc, I've gone ahead and updated your hosting account to the Personal Class ASP PRO version. There is nothing you need to do, as I've changed it on the server and in the billing system. You will not be charged for this as stated earlier, and I've also given you an extra month free, so your end date is As far as issues go, what are the current issues you'd like me to look into as of today sir? I look forward to your response and assisting you in resolving this matter. Thanks again for giving us a chance to make things right with you, it's greatly appreciated. Sincerely, Christopher Worley Quality Assurance Team 9/24

11 m> NOTE: Is this an urgent request? You may wish to contact us by calling or starting a live chat at You can view a history of your tickets by logging in at Ticket Details Chris Worley Posted on: 08 March :37 PM Hi Marc, I've gone ahead and updated your hosting account to the Personal Class ASP PRO version. There is nothing you need to do, as I've changed it on the server and in the billing system. You will not be charged for this as stated earlier, and I've also given you an extra month free, so your end date is As far as issues go, what are the current issues you'd like me to look into as of today sir? I look forward to your response and assisting you in resolving this matter. Thanks again for giving us a chance to make things right with you, it's greatly appreciated. Sincerely, Christopher Worley Quality Assurance Team Posted on: 07 March :56 AM Just checked it August. Yes that WOULD BE GREAT!! Please do.. Would this change the transition plan any? Still having issues.. and I know it has not yet transitioned. thanks From: Quality Assurance [mailto:[email protected]] Sent: Friday, March 07, :47 PM To: 10/24

12 To: Cc: Subject: [QA #QBC ]: SUPPORT IS HORRIBLE!! Importance: High Hi Marc, If you would like I would be happy to provide you with a complementary upgrade to the PRO package for the remainder of your term. --- Michael Carr Quality Assurance Manager --- <mailto:[email protected] m> NOTE: Is this an urgent request? You may wish to contact us by calling or starting a live chat at You can view a history of your tickets by logging in at Ticket Details Posted on: 07 March :55 AM Can you tell me the end of my term? From: Quality Assurance [mailto:[email protected]] Sent: Friday, March 07, :47 PM To: Cc: Subject: [QA #QBC ]: SUPPORT IS HORRIBLE!! Importance: High Hi Marc, If you would like I would be happy to provide you with a complementary upgrade to the PRO package for the remainder of your term. --- Michael Carr Quality Assurance Manager /24

13 m> NOTE: Is this an urgent request? You may wish to contact us by calling or starting a live chat at You can view a history of your tickets by logging in at Ticket Details Michael Carr Posted on: 07 March :47 AM Hi Marc, If you would like I would be happy to provide you with a complementary upgrade to the PRO package for the remainder of your term. --- Michael Carr Quality Assurance Manager --- Posted on: 07 March :53 AM What is the possibility of using this transition to transition me to a Pro plan ASP? The $8 per month? Please advise.. From: Quality Assurance [mailto:[email protected]] Sent: Monday, March 03, :22 PM To: Cc: Subject: [QA #QBC ]: SUPPORT IS HORRIBLE!! Importance: High Hi Marc, Our ticket system has a follow-up system that reopens tickets based on our input. This ticket has a follow-up set to reopen the ticket on 12/24

14 This ticket has a follow-up set to reopen the ticket on the 10th, so I am placing this ticket on hold. Please let us know if we can be of further assistance. Thank you, Jeffrey S. Technical Support <mailto:[email protected] m> NOTE: Is this an urgent request? You may wish to contact us by calling or starting a live chat at You can view a history of your tickets by logging in at Ticket Details Jeffrey Spelman Posted on: 03 March :21 PM Hi Marc, Our ticket system has a follow-up system that reopens tickets based on our input. This ticket has a follow-up set to reopen the ticket on the 10th, so I am placing this ticket on hold. Please let us know if we can be of further assistance. Thank you, Jeffrey S. Technical Support Posted on: 03 March :08 AM PLEASE RETAIN ISSUE OPEN UNTIL ALL IS CONFIRMED TO BE RESOLVED. I am waiting on you guys to transition me to new server. As per below this will not happen until 3/10/14 Again please retain OPEN until we confirm that transition has indeed resolved this issue. thank you 13/24

15 Posted on: 28 February :00 AM Hello Marc, Thanks for the question, and yes you are totally fine to work on your new sites. The migration process is a seamless one. Please let us know if you have further questions. Best Regards, Posted on: 28 February :50 AM Am I safe in continuing to work on the other sites in the meanwhile? Please advise.. thank you From: Quality Assurance [mailto:[email protected]] Sent: Wednesday, February 26, :05 PM To: Cc: Subject: [QA #QBC ]: SUPPORT IS HORRIBLE!! Importance: High Hello Marc, Yes that is correct, the week of the 10th of March is the estimated date of completion for the current migration. Please let me know how you'd like to proceed. Thank you Best Regards, <mailto:[email protected] m> 14/24

16 NOTE: Is this an urgent request? You may wish to contact us by calling or starting a live chat at You can view a history of your tickets by logging in at Ticket Details Patrick Stein Posted on: 27 February :47 PM Hello, Thank You for the update, Do let us know if you need anything further. Best Regards, Patrick Stein Technical Operations Officer Quality Assurance Team Posted on: 27 February :42 PM I will wait. Thanks you From: Quality Assurance [mailto:[email protected]] Sent: Wednesday, February 26, :05 PM To: Cc: Subject: [QA #QBC ]: SUPPORT IS HORRIBLE!! Importance: High Hello Marc, Yes that is correct, the week of the 10th of March is the estimated date of completion for the current migration. Please let me know how you'd like to proceed. Thank you Best Regards, 15/24

17 m> NOTE: Is this an urgent request? You may wish to contact us by calling or starting a live chat at You can view a history of your tickets by logging in at Ticket Details Posted on: 26 February :05 PM Hello Marc, Yes that is correct, the week of the 10th of March is the estimated date of completion for the current migration. Please let me know how you'd like to proceed. Thank you Best Regards, Posted on: 26 February :43 PM Ok assuming this is not yet complete you really meant 10th 14th of March.. is that correct? If so essentially you are asking me to either continue with the current inconvenience for another month OR deal with a new much larger inconvenience of backing everything up, restoring it and doing DNS and the like all over again.. Is this correct? From: Quality Assurance [mailto:[email protected]] Sent: Wednesday, February 26, :37 AM To: Cc: Subject: [QA #QBC ]: SUPPORT IS HORRIBLE!! Importance: High 16/24

18 Hello, It is scheduled to be completed in 2 weeks time. A rough estimate would be the week of the 10th through the 14th, of Feb. Best Regards, <mailto:[email protected] m> NOTE: Is this an urgent request? You may wish to contact us by calling or starting a live chat at You can view a history of your tickets by logging in at Ticket Details Posted on: 26 February :36 AM Hello, It is scheduled to be completed in 2 weeks time. A rough estimate would be the week of the 10th through the 14th, of Feb. Best Regards, Posted on: 25 February :29 PM Can you give me a date of completion for your migration? Posted on: 25 February :01 PM 17/24

19 Hello Marc, We have actually have a migration underway on this server to newer hardware and if you can manage to stick with this server for another 2 weeks while the migration finished, you'll already be on a newer server without the headach of a migration (file moves, dns, new setup's etc.) I will still credit your account with a month of credit because of the issues you've been having however, I thought I would mention this to you as it is actually underway already. You can follow the progress here: Please let me know if you'd still like to move. Best Regards, Posted on: 25 February :48 PM Are we talking migrate ALL sites and data? Can we do it in parallel? Can you setup it up on the new one and retain the old one for 10 days while I complete the transition. As far as the month s service credit if that is ALL you can give for all of this then I will take it, however I do feel it deems more than that. Support calls lost, no progress, the ticket closed because the support tech just did a quick check and then notified me. And this is supposed to be your QA.. Now I send this beyond to management and I this gets from you and you have a quick work-around. Perhaps this info should trickle down I was told sometime ago that I was going to be moved to a new server. How long ago did these new servers come on board? And why would you not bring your clients to a more stable environment? Especially one that has been with you guys for so long.. Wow.. and only one month offered. (a value of what $8) Any rate please let me know about the above : Are we talking migrate ALL sites and data? Can we do it in parallel? Thank you 18/24

20 From: Quality Assurance Sent: Tuesday, February 25, :09 AM To: Subject: [QA #QBC ]: SUPPORT IS HORRIBLE!! Importance: High Hello, I do apologize for the inconvenience, stem is on one of our older servers it is running server 2008 and has an old version of websitepanel that has known bugs and lack-luster performance. I'd be happy to create you an account on one of our newer servers and offer you a month's service credit (because you will have to migrate your own data) that has the latest windows server, newer control panel and a custom service pack that includes some desirable functionality. Please let us know if you'd like to proceed Best Regards, <mailto:[email protected] m> NOTE: Is this an urgent request? You may wish to contact us by calling or starting a live chat at You can view a history of your tickets by logging in at Ticket Details Posted on: 25 February :08 AM Hello, I do apologize for the inconvenience, stem is on one of our older servers it is running server 2008 and has an old version of websitepanel that has known bugs and lack-luster performance. I'd be happy to create you an account on one of our newer servers and offer you a month's service credit (because you will have to migrate your own data) that has the latest windows server, newer control panel and a custom service pack that includes some desirable functionality. 19/24

21 functionality. Please let us know if you'd like to proceed Best Regards, Posted on: 25 February :48 AM Please share with me how you have been testing. What has been looked into, becasue as far as I can see NOTHING has changed. Still the same error. What was investigated as a potential server error. Honestly this seems like a fishing attempt on an issue that has not been worked to see if the issue "disappeared". PLEASE escalate this issue if you are unable to resolve. thank you Ray Churion Posted on: 22 February :41 PM Hello, I have been testing the control panel and can see it is stable. Please let us know if there is anything else we can assist you with. Raymond Churion Sr. Technical Operations Officer Ray Churion Posted on: 19 February :12 PM Hello, I apologize for the delay on this, at the moment we 20/24

22 I apologize for the delay on this, at the moment we are investigating a potential server-side issue which is affecting the control panel service. I have the ticket currently on a special queue so we can further check this directly with our server admin, so that is why it will show as private. I will make sure to keep you updated with any news as soon as I have it. Raymond Churion Sr. Technical Operations Officer Posted on: 19 February :54 AM Please advise as to the status of the problem. I see that the ticket for some reason shows private - what does that mean? thank you Ray Churion Posted on: 18 February :15 PM Hello, Thank you for your update, I am further checking into this issue and will keep you updated with any new findings. Raymond Churion Sr. Technical Operations Officer Posted on: 18 February :44 PM 21/24

23 Posted on: 18 February :44 PM not trying to include another issue but the goal is that I need to change the primary domain for this account to be DominioSC.org Posted on: 18 February :14 AM Ray, thank you for looking into this however it is not working. I am enclosing a video for you to see exactly what I am getting.. Please look a little deeper other than just trying to recreate it. thank you Video.avi (79.75 MB) Ray Churion Posted on: 17 February :56 PM Hello, Thank you for your patience on this issue, the control panel is responding normally at this time and we will continue to monitor for any issues. Thank you Raymond Churion Sr. Technical Operations Officer Ray Churion Posted on: 17 February :30 PM Hello, I apologize for the issues you have encountered, I will be glad to work with you to get this resolved as soon as possible. I am working on this now and will keep you updated with any news. 22/24

24 Raymond Churion Sr. Technical Operations Officer Posted on: 17 February :44 PM My account NLCESPAN Domain: seaofblessing.org I went on chat 2 times explained the issue and then got disconnected.. So I called, and after 20minutes on the phone got disconnected.. Time of call 4:17-4:38EST WOW!!!! Unacceptable.. My issue STILL NOT RESOLVED.. When I go into my control panel and try to modify domain seaofblessing.org I get an error: WebsitePanel Error Sorry, an error occurred while processing your request. When I go in and look at my domain list here is what I see: [cid:[email protected]] PLEASE note the unlimited domains, sub domain and pointers. However you all KEEP telling me that my plan does not include this. Which is OK! But perhaps this is part of the issue... I NEED THIS RESOLVED.. image001.jpg (52.93 KB) Web Hosting Blog Hosting Shopping Cart Hosting Forum Hosting Linux Hosting ASP.NET Hosting Business Hosting Reseller Hosting Dedicated Servers WordPress Hosting ExpressionEngine Hosting Movable Type Hosting Habari Hosting Textpattern Hosting nopcommerce Hosting OpenCart Hosting Magento Hosting oscommerce Hosting Tomato Cart Hosting XenForo Hosting vbulletin Hosting MyBB Hosting phpbb Hosting Simple Machines Hosting Acceptable Use Policy Terms of Service CMS Hosting Video Sharing Social Network and Community Privacy Policy Software Hosting Website Hosting 23/24

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