Incero Review - AVOID

[drmike]

Wait, I was reading the shovenose + incero back and forth ticket screencap.

Ryan was helping shovenose out. Cool

And, Catalyst and shovenose were both on the same switch.   Something trainwrecked big time with that throughput now that was confirmed.

Gordo's responses were, umm, well, minimally helpful at points.   Surprised he doesn't hire a human to interface with the customers though.  Terse in places to downright umm insulting in others.

There were multiple issues with the order and setup.  Delays too.  Very long time (2 weeks+ from buy to getting booted).  Most of that seems to have been Incero and the other inferior controller.

The freaking price haggling though was a bit much.  Upgrades, free month, etc.

My bottom line is this is a dedicated server, so all providers should bank time to help get it going for customer as needed.  Typically setups are where problems are (unless client has dealt with you/staff/process/equipment recently).  I'd be displeased as a customer in this situation.

 

[shovenose]

As most people here know Catalyst has been renting servers with Gordon (Incero) since January and we have nothing but good things to say about the product that he provides. In all conversations I have had with Gordon I have found him to be more than reasonable. Granted we have never tried to "low-ball" him and try to get the "best deal possible". We realize he provides a quality service and if we want that service, we better be willing to pay a reasonable price. That all being said it is always a good policy to respect your provider. I have a lot of respect for Gordon and the business that he runs. Currently we have 3 servers with Incero. Any issues that we did have, which were not many, once they were fixed Gordon has always been more than happy to change our billing date. We delayed Taylor Swift for about a week as we found out the disks that we ordered for SSD caching had some incompatibility with the raid card. Gordon swiftly overnighted drives of our choice which cost more than the original drives configured. I have a few other stories where Gordon has gone above and beyond. Full disclosure @shovenose told me "don't dare coming in there(this thread) and tooting more Incero horn and going on how great they are" However I do what I want and i will speak honestly about the providers I do business with. I do know people have had problems with Gordon, but that has not been my experience. 

I have no problem with you posting a positive review. However, when you are trying to justify what they did, it's almost irrelevant.

For example, I like Dynadot as a domain registar; some people hate them. I like Comcast as my home internet provider; some people hate them.

In this case, I hate Incero, and the CatalystHost folks like them. I am not going to convince people that Comcast is America's best ISP (well, they are, but  you get my point)... maybe you've had bad experiences with Comcast, but that doesn't mean everybody has bad experiences.

Even the best hosting provider on the planet has at least one complaint about them somewhere, somebody, sometime wasn't completely happy. Is it a big deal? No, we take what we want from the review and move on.

As I've said several times. Yes, I could have been more professional and patient throughout the ticket - but I do my best to be understanding, patient, professional, and helpful with/to the people I choose to do business with. Heck, I had a bad experience with SingleHop. But did it end like this? No. It ended with me politely informing them the service was not what I expected and I would like a partial refund. Instead, they sent me a completely full refund (more than I'd asked for) and the CEO called me to get my opinion on what they could improve upon. Look at the Incero ticket - more often than not, I said I understand, no problem, sir, please, thank you, I appreciate it. But to be told I should pay somebody to explain the internet to me and the disks on the server are too slow for a speedtest, what the fuck? Gordon was disrespectful to me and thus I was disrespectful in response.

I think what Gordon ended up doing was a bad decision. I usually am very vocal about providers I like and recommend. CatalystHost, NodeDeploy, plenty more, I've sent business to. Would I have recommended Incero until this ending incident? Of course! Now I will never recommend them, if anybody asks me about them, "they suck", and Gordon is out money for overnighting parts for my server, the little bandwidth I did use, and time spent setting up the server.

The easy solution would have been to provide me with proof it was not a network issue, and I would have happily paid that $180/month bill for a long time to come and potentially more servers down the road. 

 

[Marc M.]

@shovenose seems like an all around bad event and probably the diplomatic approach would be the best to rectify and salvage what can be salvaged - in other words, it's a bad situation, however kind words and a phone conversation should go a long way ;-)

[Edit]

Maybe the title for this topic should be changed to something else. It's really bad for SEO.

 

[shovenose]

Wait, I was reading the shovenose + incero back and forth ticket screencap.

Ryan was helping shovenose out. Cool

And, Catalyst and shovenose were both on the same switch.   Something trainwrecked big time with that throughput now that was confirmed.

Gordo's responses were, umm, well, minimally helpful at points.   Surprised he doesn't hire a human to interface with the customers though.  Terse in places to downright umm insulting in others.

There were multiple issues with the order and setup.  Delays too.  Very long time (2 weeks+ from buy to getting booted).  Most of that seems to have been Incero and the other inferior controller.

The freaking price haggling though was a bit much.  Upgrades, free month, etc.

My bottom line is this is a dedicated server, so all providers should bank time to help get it going for customer as needed.  Typically setups are where problems are (unless client has dealt with you/staff/process/equipment recently).  I'd be displeased as a customer in this situation.

Thing is, I didn't mind waiting for issues to be fixed, such as BBU, CPU mistake, no problem for me at all. Jordan (who actually called me earlier today when I was wondering if they were ever going to reply) was extremely polite, understanding, and helpful, and seemed to actually care about having me as a customer. Why can't people like him run the company. Gordon should not be dealing with customers. He should be sitting at home jacking off to the profits from his company.

 

[Aldryic C'boas]

Full disclosure @shovenose told me "don't dare coming in there(this thread) and tooting more Incero horn and going on how great they are"

That pretty much sums up this entire thread quite nicely.

EDIT:

He should be sitting at home jacking off to chinchilla porn and raking in the profits from his company.

And you couldn't ask for a better topper than that one.  Any chance you had of being taken seriously is now gone.

 

[shovenose]

@shovenose seems like an all around bad event and probably the diplomatic approach would be the best to rectify and salvage what can be salvaged - in other words, it's a bad situation, however kind words and a phone conversation should go a long way ;-)

[Edit]

Maybe the title for this topic should be changed to something else. It's really bad for SEO.

The title is perfect. It gets the point across.

 

[Marc M.]

The title is perfect. It gets the point across.

@shovenose you know that saying "don't do unto others what you don't want others do unto you"? Believe me, if someone would review you like this you wouldn't like it either. I understand that you may be angry now, however take a minute, feel better, calm down, and just think about it. I am much older than you so I have a clue about what I'm talking about

 

[shovenose]

@shovenose you know that saying "don't do unto others what you don't want others do unto you"? Believe me, if someone would review you like this you wouldn't like it either. I understand that you may be angry now, however take a minute, feel better, calm down, and just think about it. I am much older than you so I have a clue about what I'm talking about

I don't care how old you are.Fact is Incero is not a good choice for a VPS company, unless you take advantage of your good community reputation to toot their horn at every occasion.

 

[earl]

@shovenose

Dude not only did Gordon price match the deal he added more options on top for free!! no questions asked!

I think you haggled/nitpicked him too much and he probably realized it's not a relationship worth keeping..

But yeah there was definitely a lack of professionalism on Gordons part

 

[SeriesN]

And you wonder why people calls you kiddy host? Reselling reseller club is one thing (which is where your "years" of hosting experiences come from and shove host was.nothing but a white label resellerclub reseller), but selling real service and dealing with real provider is another.


Looking back your threads, I would hate to be your provider. Bitching, yes I said the correct word, bitching about providers is one of your biggest issue. Your OVH history, CC drama and now Incero. Who is your next target?

Thing is, I didn't mind waiting for issues to be fixed, such as BBU, CPU mistake, no problem for me at all. Jordan (who actually called me earlier today when I was wondering if they were ever going to reply) was extremely polite, understanding, and helpful, and seemed to actually care about having me as a customer. Why can't people like him run the company. Gordon should not be dealing with customers. He should be sitting at home jacking off to the profits from his company.

 

[SeriesN]

Oh,is it! Tell my why so many LEB providers are using incero?

I don't care how old you are.Fact is Incero is not a good choice for a VPS company, unless you take advantage of your good community reputation to toot their horn at every occasion.

 

[drmike]

I've been up and down the wall in the past couple of weeks with someone I help with technical aspects of their company.  Their company is basically a helpdesk/call center/outsourced secretary for massive companies and their masses of outsourced work.  Mainly dealing with the big companies and their outsourced labor.

Again and again in lending my experience I am dumbfounded how many companies (middle men companies) are one person miracle shops.  Companies that can't do their paperwork for billing, can't deal with customers or suppliers as expected.  Totally mismanaged, but pumping enough business through the pipeline to survive.

Contemplating opening up a call center for all sorts of folks who are too busy to deal with humans or just simply can't see the wisdom in dealing with them.  

Why?  Heck I know a fellow via the person I help who routinely gobbles rather large project pieces without pay, because the change orders are too much bullshit to deal with and the paperwork ends up meaning he can't get any other work done.  One such change order $3k down the toilet.

Me, I'll do the paperwork for 10%

Sad what customer support and most human interaction has become these days.

Just yesterday I had a young gal overbill me for retail products --- a mysterious $21.79 charge on my bill at a lawn and garden center (and she didn't bill me for $4 of other products).  Realized it today and went back with a whole paper wrote up and all the math done ready to get it resolved since I frequent the place and like the business.  A woman probably long overdue for retirement was sweet as peaches about it.  She got it in 10 seconds flat.  No bickering, nothing.   That's the difference between the older folks and the young folks I think

Servers just are losing their sex appeal for me  Problems like @shovenose experienced are way too common.   There was at minimum over $2k of revenue in that one server sale and likely would have been more than that.    It's a significant amount of cash to let walk.

 

[Marc M.]

@ Those are some very wise words.

@shovenose you will have to eat your pride and look at the bigger picture: your future and your own interests. The diplomatic approach is the best, even if you have to bow down and say you're sorry. Compassion and kindness goes a long way, and more often than not it is returned the same way.

 

[drmike]

@ Those are some very wise words.

I forgot one other thing,  while I was waiting at the garden center, a guy in his 50's was checking out (same employee was helping him as I). 

He was thanking the woman for helping him with a recommendation on a simple hand tool.  The one he bought there was mainly plastic and broke quickly and he was returning the product.  Simple matter of poor craftmanship and lousy quality control.  The store there could have claimed neglect, abuse, etc.  but they didn't.  Yes, it cost them money and time and represents a small loss.

But, they converted that bad experience into a satisfied customer who most certainly will be returning in the future and have positive words about their company to their friends, neighbors, co workers, etc.

Businesses need to realize, bad news travels much further and wider than good news.

Rule #1 for Shovenose:   DO NOT MENTION your company to providers.

#2 DO NOT DECLARE your use for the equipment (i.e. provider/reseller)

#3 Price haggling is fine, but be realistic

#4 System burn ins are MANDATORY before loading any customer

#5 Always get the gear you want (especially when it comes to drive controllers)

The other providers you had issues with, yeah, believe me, long line of other folks had similar problems there also.

 

[Marc M.]

@shovenose I think that @ has some solid advice there for you.

I agree completely!

+1

 

[Tactical]

I'll buy a round this bud for you

 

[HostUS-Alexander]

I would stay well clear of @shovenose

 

[GIANT_CRAB]

I would stay well clear of @shovenose

Do whatever you want, just don't get caught.

 

[TheLinuxBug]

There is no point in badmouthing any company, especially when they don't deserve it. Thanks for the review. I will consider Incero as well for future expansion if they'll provide the same quality of service that they provided for you guys

Seriously dude, you flip flop as much as shovenose does on some things.  I have no grief with you, yet trying to make a point here.  When everyone was all like "Incero sux" here you were to say "If a business person / owner is arrogant and full of himslef, acting in a mysoginistic and hateful manner towards his customers then he doesn't deserve his customers.", an hour later, someone gives them a good review and here you are to say, "I will consider Incero as well for future expansion if they'll provide the same quality of service that they provided for you guys". 

I mean, I get the whole "ohh things were explained and it doesn't really sound like their fault, so I will give them another chance" idea, but seriously, one other person says something good and you are ready to throw money at them?  

I am just busting your balls (pardon the pun) because you have done this in a few different threads and by the end I am always saying to my self, "WTF?!"  Just because some other host likes something doesn't mean you have to change your mind and suck up to them. "Ohh you like that, awesome, now I like it too!"

LOL

P.S. I know the guys at Catalyst  are good people, and I do respect and value Ryan's word because of that, but it is like night and day with you sometimes.

Edit: meh, did come off a bit mean I suppose, wasn't my point, more so a bit of sarcasm + confusion. 

Cheers!

 

[notFound]

At first I was siding towards @shovenose however I can see why Gordon was tipped over the edge by the ticket. It was actually painful to read, and I'm also a pro at pissing providers off by the way so yeah. If some of the crap earlier on in the ticket was cut out I'm sure Gordon would have helped you a little more later on in the ticket. There are some providers that are just no-BS providers, and they'll get tipped over the edge easily, yes I know from personal experience. ;-)

Perhaps instead of expanding to KVM, @shovenose could have done a bit of playing around with KVM on a spare PC at home.