Tserverhq Reviews 31

When I made a ticket asking about their DDoS mitigation, if any, I was told this:

"We have full Enterprise level DDoS protection. We can't disclose how much it can stop but I can say those amounts would be a mere drop in the bucket."

First of all... saying "We have full Enterprise level DDoS protection." is a stupid thing to say and tells me nothing. This is just the label they've put on their protection and isn't a unit of measurement.

I asked if there's a test IP for TS3 that I could try out (to confirm our connection and ping to a voice server) and was told this:

"No we don't have any test IP's sorry. With our peering agreements though no matter where you buy from though you won't have any issues communicating with others."

It's a little odd for a company to not have test IPs at all, especially a gaming-oriented one but I can accept this as some companies just don't. The next sentence was more garbage-speak to try to tell me "everything will be okay, just pay us money" instead of letting me gather my own information and think for myself.

Since I was denied a test IP, I tried to inquire about the networks they use (ie: level3, xo, etc..). I was told this:

"No, we take our security very seriously and are one of the few hosting companies that are truly PCI compliant. We can't give that out."

This makes no sense because every single customer or anyone who knows any of their server IPs, including people who aren't their customers but connect to that IP can easily obtain the information that I've requested. Also, "PCI compliant" has to do with storing credit card information, not preventing the release of information that several people already easily have.

Next I replied this:

"You seem to be confused as PCI compliancy has nothing to do with what I'm asking. Also, if I were to order a server from you I'd have this information once I do a traceroute anyways. It makes no sense to deny this. So far you've given me "big word jargon" and vague answers to try to detour me from finding out any answers to my questions."

And was responded to with this:

"We're sorry you feel that way but won't disclose any information about our networks."

No, I don't "feel that way". That's a fact. This company is really stupid and I'd stay as far away from it as possible!

I decided to top this off with my final reply to this idiotic woman:

"You disclose it to all your customers. Do you know anything at all about how these things work? Apparently not. You also don't know what PCI compliant means. I see why all these people online gave you such horrible reviews about not being helpful and being condescending and arrogant. You should close your business down."

She had the nerve and stupidity to actually reply with this:

"We are sorry you feel that way. We will be closing this ticket now. If you have questions before buying please let us know by opening a new ticket."

They advertise a price match promise on their website with 3 conditions, but in reality they will not price match even if it meets those 3 conditions if they claim their costs are more.

Support was rude and talked down to me the entire time.

Eventually they offered to match the price by offering me a server with low priority support and removed features. Which is not what they advertise.

Overall bad experience, and riding the fine line of false advertising.

I too got this "Jennifer Ward" person when dealing with TServerHQ. She first blamed me for my service being setup incorrectly (which it is an automated process that I had no say in). She then lied to me about it's configuration saying it was setup (which I pulled DNS records showing that it had indeed not been created). Then she said that they had created the DNS records and 24 hrs later I polled all 3 of their nameservers and showed they still hadn't added the records.

Do NOT trust this company at all, and if you sadly do and get this person for your "Customer Service Specialist" run for the hills. She's horrible.

I kept getting an error when trying to pay with PayPal, naturally I see live help and think, okay I will just ask them to help me, maybe I did something wrong, "Heather" in the "Sales" department told me to put in a ticket because I didn't contact the right department, but I couldn't find the correct department, so I sent another request asking her to just help me cancel. Here is how that went;

Heather R:
Hello! :D My name is Heather. I will be your live chat specialist for today.
01:20Heather R:
As explained before no
01:20Me:
You said you can't help with billing. You didn't say you can't cancel orders.
01:21Heather R:
That is billing
01:21Heather R:
They will seriously respond to your ticket within 5 min of opening it
01:21Me:
So as I made a new request maybe you could not come back with a response like that?
01:22Heather R:
Do you have anything not related to billing that I can help with?
01:22Me:
No I wouldn't buy a server from you now if I could get the paypal option to work. You have a nice night.
01:22Me:
Great customer service.
Heather R has left the conversation.
Click here to leave a message.

I was about to sign up for a year of service with them but something told me it was to good to be true at that price, and I should just test it out for a month to see if I liked it, so so so glad I did, because I didn't waste my money. The whole support team is going to just give you the "not my problem" 'tude.

When I did put in a "support" ticket to cancel my order, and explained why I wanted to cancel, I got a one line response from Jennifer Ward "Support specialist" saying "I've gone ahead and canceled your order." yep that's right, no apology no attempt to see if maybe she could help with my problem with PayPal not working and still salvage me as a customer just a flat single line.

I will never buy a service from this company and neither should you.

Staff is condescending and arrogant. When I had a security issue with their site I was constantly belittled and treated as if I were a waste of their time. Not much for customer service at all. Added to the fact that my issue was not resolved and was even encouraged to find another service provider by their staff. Not sure as to how they run a business with their lack of care in customer satisfaction... Strike that. They don't even care about bringing in new traffic.

I was also asked to send them a fair bit of personal identifiable information. I asked to first get information on the company to prove they are trustworthy and I was met with more condescending arrogance and basically informed its my problem. They have no intent to prove they are trustworthy.

Their loss.

I'm going to be honest here, I would avoid them at all costs.
There staff are rude, They do not care for there customers at all and they do have a 30 day money back guarantee however I asked for a refund 20 minutes after my service was created I paid a total of $19.50 the response I got for my refund was this

As I process your refund the following deductions are required to be subtracted from the amount according to your Terms of Service agreement.
$1.88 USD ($1.00 USD + 7%) service fee.
$0.83 USD for the amount of time you used the server.
$8.00 USD for 8 ticket responses provided to you during this billing period.
$12.00 USD for the non-refundable addon(s) that you purchased.

So you'd get $1.79 back.

So after only 20 minutes of my service back and not using it at all I would only get back $1.79? alright then....

So leave now before it's to late there 30 day refund is not a refund at all.

Worst support ever

After looking for options for upgrading my server and having their service attempt to auto-bill me despite never submitting an order, I submitted a support ticket. I sent in a pretty straight forward request/questions involved with a problem that came up in billing/server support which then required me to repeat what I wanted two additional times.

After pointing out that I was dissatisfied with the support I received due to essentially being ignored, another support member "worked" on the ticket and actually lectured me, putting the blame directly on me for "not expressing the problem clearly". I pointed out with a direct quote of my first message where I had expressed exactly that. I was then met with more hostility and they refused to cease contacting me after I explicitly requested them not to. This led to my requesting to speak with a manager or supervisor. They then declared "we will no longer give support to this account, any other message will be ignored".

The customer service with this company is an absolute joke. Reading through their "terms of service" involving their customer support, they make it sound as though they are doing YOU, the CUSTOMER a huge favor by offering the availability of customer support. Quoting directly from their support ticket submission form:

"We endeavor to respond promptly however please be mindful that support is not included in the purchase price of your service. We provide our 24/7 professional support free of charge to all polite and friendly customers".

So apparently billing problems, upgrading services, or managing your account isn't actually included whenever you purchase a service from them. This is antithetical to customer service as most companies see it. I would be very wary of doing service with them, even if they are a few cents cheaper per month, it very well might be worth it to spend a few extra dimes just for the peace of mind that you'll be supporting a company that actually values you as a customer as well as a company that sees it as its duty to help you as the customer with general account management situations.

Customer services with Tserver HQ is very aggressive and confrontational. If you have a complaint then you will be subject to a server shutdown if you disagree with them and then exhortation fees in order to get it going again.

Like a previous reviewer I contacted support when Tserver charged $120 to my paypal - despite me already having $130 in credit on account for them. They refused to acknowledge a money transfer had happened, then accused me of fraud when I asked paypal to investigate the payment. They shut my server down, despite that I had just paid for a years worth of service a few days before, and then demanded more money to start it up again.

Avoid this company at all costs.

However their costumer service is BS
My account has 150 dollars and still they withdraw money from my visa.
I would not, unless they figure out how to send money back to me - recommend them to anyone.