ReliableSite.net Review

[Samuel]

I seem that I may of been misunderstanding what happened. I will split this up to get some clarifications.



Firstly, when and what day did you contact them in their EST timezone? Finally when and what did they said when you explained to them of the first instance?



This MAY of been a simple misunderstanding. What they most likely talking about is that their in house faxing machine cannot access the internet. This is common security practices and thus why your request been denied. In other words it was not commercially practical for them to speed up the process for you.



This one is quite interesting to me indeed. So I follow you correctly...

They attached additional RAM on top of your first order that you didn't order/upgrade to?

AND attached a pair of drives that were +1TB larger?

All without telling you when each of those actions took place? Until you had issues with them?

I contacted them 2 weeks before my server renewal (well, 13 days before).

I repeatedly attempted to make it clear that it was their bank that had to fax it, but they persisted to deny the possibility.

Yes, the RAM was added to my first ever order with them without me asking. I was quite excited because of that and thanked Radic a bunch (we talked when I got my first server).

Later, with my second server, they added the additional 2TB (1TB extra per drive). The server was already built before the billing issues, so it wasn't because of the billing issues that they added it.

All without telling you when each of those actions took place? Until you had issues with them?

I knew they did it, but I just accepted it. If I get free stuff, awesome. But when they try to use that as a way to avoid SLA, it gets a bit silly.

 

[FTSOwner]

I contacted them 2 weeks before my server renewal (well, 13 days before).

I repeatedly attempted to make it clear that it was their bank that had to fax it, but they persisted to deny the possibility.

Yes, the RAM was added to my first ever order with them without me asking. I was quite excited because of that and thanked Radic a bunch (we talked when I got my first server).

Later, with my second server, they added the additional 2TB (1TB extra per drive). The server was already built before the billing issues, so it wasn't because of the billing issues that they added it.


I knew they did it, but I just accepted it. If I get free stuff, awesome. But when they try to use that as a way to avoid SLA, it gets a bit silly.

So to be clear the failure error happened 13 days ago at which time you contacted them about cancellation at the same time? Or when that particular failure happened which you contacted them about?

The second part does indeed make no sense. If you explained in a clam manner... I too wondered why they couldn't make a quick phone call to their bank just to ASK??


As for the SLA I hate to say it but after looking at their TOS...

ReliableSite is not responsible for any downtime associated with the incorrect configuration of operating system kernels or any software, whether installed by ReliableSite or the client.

Technically as far as the SLA goes (yes I didn't really like that excuse too..) they are covered by the TOS that you agreed to.

 

[Samuel]

So to be clear the failure error happened 13 days ago at which time you contacted them about cancellation at the same time? Or when that particular failure happened which you contacted them about?

The second part does indeed make no sense. If you explained in a clam manner... I too wondered why they couldn't make a quick phone call to their bank just to ASK??


As for the SLA I hate to say it but after looking at their TOS...



Technically as far as the SLA goes (yes I didn't really like that excuse too..) they are covered by the TOS that you agreed to.

14 or so days before my dedi renewal date I get an email saying they tried billing me, but failed due to insufficient funds.
I email them 13 days before my renewal date saying to cancel auto renewal.
I get paid.
They take out nearly £200.
I get angry at them.


The second part doesn't make sense to me. All they did was screenshot their PayPal (I think it was PayPal, could be wrong) - showing the refund as being processed. I got angry when they kept telling me that I couldn't get an immediate refund, but later calmed down when I convinced myself did they all that they could (which, reflecting back on it, they didn't).

As for their TOS, that's bullshit and I'm glad that was brought to people's attention. That's a scummy thing. If they fuck up their networking, it should be their loss - not mine.

 

[rippr]

The error here seems to be on RSNets part. The IP Block was a human error, but you have to pay for your errors, not make up excuses for them. The billing problem, which made Samuel lose over $250 USD is completely unacceptable. RSNet should have stopped the automatic billing automatically. (It isn't hard to stop the billing process.)

 

[Samuel]

The error here seems to be on RSNets part. The IP Block was a human error, but you have to pay for your errors, not make up excuses for them. The billing problem, which made Samuel lose over $250 USD is completely unacceptable. RSNet should have stopped the automatic billing automatically. (It isn't hard to stop the billing process.)

It wasn't over $250. It was around £170 iirc.

 

[rippr]

It wasn't over $250. It was around £170 iirc.

That's about $215 USD, IIRC

 

[FTSOwner]

14 or so days before my dedi renewal date I get an email saying they tried billing me, but failed due to insufficient funds.
I email them 13 days before my renewal date saying to cancel auto renewal.
I get paid.
They take out nearly £200.
I get angry at them

How far apart was the time that you emailed them and them "auto charging you"?

The second part doesn't make sense to me. All they did was screenshot their PayPal (I think it was PayPal, could be wrong) - showing the refund as being processed. I got angry when they kept telling me that I couldn't get an immediate refund, but later calmed down when I convinced myself did they all that they could (which, reflecting back on it, they didn't).

To be fair Paypal is weird as I heard and actually experienced (which is why I DON'T use it anymore). Some people even have issues with a CANCELLED sub. getting charged for. Some are saying it the providers they were at, others are saying it Paypal.

With that all said I don't know if Paypal being the "middleman" delays the refund to the bank. Instead of a direct wiring.

As for their TOS, that's bullshit and I'm glad that was brought to people's attention. That's a scummy thing. If they fuck up their networking, it should be their loss - not mine.

As much as you hate those I guess part of the lessons to read up on those. Unfortunately chances are that your new provider and just about any other provider is going to have those "clauses".

 

[Samuel]

How far apart was the time that you emailed them and them "auto charging you"?



To be fair Paypal is weird as I heard and actually experienced (which is why I DON'T use it anymore). Some people even have issues with a CANCELLED sub. getting charged for. Some are saying it the providers they were at, others are saying it Paypal.

With that all said I don't know if Paypal being the "middleman" delays the refund to the bank. Instead of a direct wiring.



As much as you hate those I guess part of the lessons to read up on those. Unfortunately chances are that your new provider and just about any other provider is going to have those "clauses".

They took money out 2 days before my renewal date.
I emailed them 13 days before my renewal date.
Maths says 11 days after my first email telling them to cancel, they billed me.

I've talked to my new provider, and they have assured me they would provide SLA in such a situation.

 

[FTSOwner]

They took money out 2 days before my renewal date.
I emailed them 13 days before my renewal date.
Maths says 11 days after my first email telling them to cancel, they billed me.

I've talked to my new provider, and they have assured me they would provide SLA in such a situation.

That's the last straw...

In if their billing system alerted you that don't have enough funds and you TOLD them that you would like to drop the service. 11 days then being is billed for is unacceptable. That makes no sense on why they could've easily avoided the problem.

As for your new provider that is great that they have an actual SLA against these sort of things. Where are they located though and how do you deal with the latency if it different?

 

[Samuel]

That's the last straw...

In if their billing system alerted you that don't have enough funds and you TOLD them that you would like to drop the service. 11 days then being is billed for is unacceptable. That makes no sense on why they could've easily avoided the problem.

As for your new provider that is great that they have an actual SLA against these sort of things. Where are they located though and how do you deal with the latency if it different?

The latency is less. They are in the Netherlands. It's closer to home for me.

 

[FTSOwner]

The latency is less. They are in the Netherlands. It's closer to home for me.

Ahh I see too bad it hard to find a place in the USA that is quite good. Even "premium" providers like Limestone Networks and ProlimeHost aren't ethical sound either...

 

[Samuel]

Just saying, I've had this Internet connection for the last 5 or more days: