Complaints

• Initial Complaint

  01/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company sell a service at $0.97 and the checkout page show same price, but charge me $4.20. Their support team does not agree to correction the error.

  Business response

  02/06/2023

  We have received your complaint and appreciate the opportunity to respond. All customer complaints are taken seriously and are carefully reviewed by OVH US LLC dba OVHcloud (“OVHcloud US”). 
  
  As was previously shared with you on January 2, 2023, the VPS Starter promotion was open to new customers only. You have had an OVHcloud account since 2019, thus you were not eligible for the promotional pricing on VPS Starters. If you have any other questions or concerns, please feel free to reach out directly to the OVHcloud Customer Support Team.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2021, OVH advertised server rentals which include the Game Firewall feature. Over the next 4 months, I came to realize that the feature called "Game Firewall" was (A) not functional and (B) causing a critical problem which prevented ALL customers from connecting to my rented server. In other words, the bundled feature was "free" but I needed it... It was a prerequisite to my business project... I NEVER would have rented a server from this OVH company if they did not have that feature. But this feature caused my server to be invisible to my customers. Useless. Therefore I got ZERO VALUE FROM THE SERVER FOR 10 MONTHS. I cancelled the server in 11/2022. The company OVH offered to shut down the server and give me a 2 month refund (out of 10+ months). 2 out of 10 is inadequate for fraud). They NEVER provided an estimated time until repair. They never escalated the issue to their management. And here's the suspicious part - Right now, this company OVH is changing the feature "Game Firewall" for this particular game TO A COMPLETELY DIFFERENT NETWORK PROTOCOL. In other words THEY ARE CHANGING THE WAY THE FEATURE WORKS IN ORDER TO FIX IT WITHOUT EVER ACKNOWLEGING THAT THIS PROBLEM AFFECTS MORE CUSTOMERS THAN MYSELF. To this day they claim that I'm the only customer with the problem... So why did they just make an announcement that the entire network code is about to change from "******" to "*****" networking for the game known as "****".?I feel that I was sold a fraudulent set of features. I feel this was Fraud, pure and simple. I NEVER GOT WHAT I PAID FOR. BUNDLED OR NOT, THE FEATURE NEVER WORKED AND IN THE END THEY STARTED REPLACING THE ENTIRE THING BUT HIDING THE FACT THAT I WAS RIGHT IN MY ACCUSATIONS.I want a full refund for the entire year of service. I should never have been treated like that. And I invested MANY hours of my time doing their jobs. I have over 25 years in IT making servers. That's the only reason I caught them.

  Business response

  12/16/2022

  We have received the above- referenced customer complaint and appreciate the opportunity to respond. All customer complaints are taken seriously and are carefully reviewed by us.
  
  You purchased a server rental with OVH US LLC dba OVHcloud in January of 2022. From the date of purchase, you reached out to the OVHcloud Customer Support Team regarding your firewall three (3) times. Every request was handled with better than average response times for a non-critical issue, per OVHclouds support standards. Additionally, your servers were always provided at acceptable levels pursuant to OVHclouds Service Level Agreements and were never inaccessible at the server level or noted to be in a critical outage state. Despite this fact, in November, OVHcloud honored your request for cancellation, did not bill you for any portion of the month of November and refunded you for 2 months of your OVHcloud Service. As you are aware, the Customer Support Team, Management, Product Management Team, Network Operations, and Network Engineering Team went outside of the scope of OVHcloud support to go above and beyond to assist you. A record of the events is as follows:
  
  Your first contact with the OVHcloud Customer Support Team regarding the firewall configuration was on January 26, 2022. OVHcloud responded quickly, escalating and verifying your query internally with the Network Engineering Team and Product Manager for the game firewall. You were offered the ability to cancel your services at this time, but you opted to continue using the OVHcloud firewall services and provided OVHcloud with a positive customer satisfaction survey result, stating that OVHcloud tried to help find solutions. 
  
  Your second contact with the OVHcloud Customer Support Team was on January 30, 2022. You expressed that your firewall was not working and requested a fix. On the same day, without OVHcloud assistance, you requested that the ticket with the Customer Support Team be closed as you had resolved your issue on your own. 
  
  Your third contact with the OVHcloud Customer Support Team was on September 7, 2022, approximately 7 months after you last requested assistance. You requested assistance related to a game firewall setting for a specific game. Our records reflect that you identified a configuration issue with a specific game, requested that the issue be fixed and requested a refund for 8 months of this service. As you are aware, you were informed that any configuration issues with your game were not within the scope of support and that the infrastructure you rented from OVHcloud was available per OVHclouds Service Level Agreements.
  
  To provide you with assistance, OVHcloud reviewed and investigated your issue. This included escalating your issue to the Network Operations Team for testing, the Project Management Team working with you to replicate your issue, and the Network Engineering Team contacting your game vendor to ascertain how your game was configured.
  
  In October, you were offered a credit for the month of September, the month you initially reported the issue to OVHcloud, and a credit for the month of October, while the Network Engineering Team waited to hear back from your game vendor. You did not accept this credit at that time. In November, while the Network Engineering Team was still waiting to hear back from your game vendor, you requested cancellation of your services.
  
  Your services were accessible via OVHclouds Service Level of Agreements, throughout your time with OVHcloud, despite this fact, as stated above, we refunded you for the period of time after you reported the issue with your game configuration. OVHcloud upheld professional and expedited customer service throughout this interaction and while we understand the situation was not ideal for you, you were presented with and accepted a refund.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  rented a server from them on 8/30 and spent the last week getting everything online moved all my things to the new server then today when i was at work they closed the account deleted the server and refunded me with no reason and no way to contact them for more info they also said there can be no appeal

  Business response

  09/12/2022

  We have seen activity of a fraudulent nature from this account. As such, we have closed the account and refunded any charges associated with the account. The Terms of Service, specifically Section 9, (c) state we may terminate the service for cause, upon breach of the agreement. The activity we have detected breaks that agreement. 

  Customer response

  09/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  after i emailed and emailed and followed the steps provided by one of your sales team because thats the only email (*****************************) i needed files off the server that where important i emailed the email address i was told on the on  9/9/2022 9:50 PM then yesterday u emailed me u deleted the server as my request 
  
  still not sure why i was suspended other than vague fraud but whatever i dont want a server from u guys its already back online but files i needed and thought where safe are just gone 
  
  i have every email saved if ud like to see them 
  
  Regards,
  
  *************************
  

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