devineball
New Member
I placed an order with QuickPacket. It was a small order and I assume that is part of the reason I received the customer service I did. Anyways, placed the order. Got three emails (acct. has been created, bill for services & order confirmation). Bill for services had a due date of today, the same date the order was placed. So, I try to login. Get login errors. Go to emails sent by QuickPacket and copy and paste username and pass they verified. Still get errors and can't login to pay the bill etc. I open a ticket to see why I can't login. Four minutes later (yes, very fast) I get the response:
"Due to the characteristics of your order, we are not willing to accept your order. Unfortunately, when there are certain flags, it is too much of a risk for us to proceed."
Now, my domains, email are squeaky clean, non-flagged, risk-free and very low traffic sites. If you want I can msg you some of my domains for accountability. The one that I submitted and was approved by QuickPacket for was devinebaseball com. As far as websites go, it is a unicorn or some other mythically pure creature.
Now I get a reply that says (in robot voice) my order poses a risk. What!? So then I freak out because I assume my domain has been flagged or maybe my email, I don't know, no details other than one line are given. Furthermore, the one line reply also results in a closed status of the ticket which I opened. So, when I send my reply asking what exactly has been flagged or is risky about my order, I get no answer (sharply contrasting the four minute initial reply). So I open a new ticket after an hour passes to ask about "risks" and "flags" and the bill email they sent. At this point I am upset because, well, this just doesn't make sense and they are wasting my time. However I do remain polite although I list a couple of web host review sites along the top of the ticket. Just the sites URL nothing more.
20 minutes pass and I get this reply:
"We are sorry that you are upset about the situation. Our automated system rejected your order. Due to high incidents of fraud, we do not allow orders from VPN/Proxy servers or services that hide your true IP address. I think you will find this rule to common among hosting providers. <not sure what that last line means?
Threatening to post this on public forums in an effort to extort us into allowing your order to proceed further confirms that we do not wish to do business with you.
Your order has been canceled and your account has been closed. Best of luck in finding a hosting provider."
So, since I ordered from my work VPN my order was flagged and my order canceled. And all of this took me contacting support over an hour or so to find out. Otherwise, I have no idea when they would have informed me about the cancellation. And they would have never told me what the "flags" and "risks" were since they closed the first ticket. And apparently posting a link to web host review sites in support tickets ( VPSboard.com) is now extortion? lol. Anyone that doesn't know what extortion is please do a quick google search. Basically a criminal offense. So to QuickPacket, simply posting a link to a web hosting site is extortion. If this is the case BBB and Consumer Reports are gonna have to do some serious time along with everyone else on VPSboard that has written a review.
Also, I think anyone with a minor amount of interweb points knows I can just disable my VPN, and order a package with a new email address. So they managed to get their foot caught while attempting to slam the door. Nonetheless, still very rude service.
So I replied asking how hard it would be to inform customers in this situation that their order had been canceled? Or how hard it would be to inform them of the details of the cancellation. I also advised them, in the case of VPN flags, to contact the customer and also look at the domain in question. Basically, don't rely on an automated system for human customer service.
I also pointed out that their package rates change once you hit the order now. Space and bandwidth amounts get halved after you place the order while the price and package name remains the same?
That is probably a typo but it is still on their site. And I pointed out how some of their sites have malware and material that conflicts with their TOS (quick "whois quickpacket llc" search confirms this) while my site is perfectly legit.
Honestly I am kind of seeing why they are hasty to reject customers as they have frequently seen downtimes from DDoS and as stated above, some of their current hosted sites are flagged. Even still, they should email people to tell them the order is canceled and exactly for what reason. In my case it was a work VPN IP address which is honestly no problem for the web host whatsoever (kind of confuses me). But more importantly, I freak out thinking my domain has been flagged or my email. Worse, they didn't reply when asked what the flags or risk were. Not until I opened a new ticket. Not cool, not cool at all. And I get no apology even though it is pretty clear QuickPacket caused undue stress and wasted my time. However, I'm glad I saw how bad their customer service was now rather than at a critical moment.
"Due to the characteristics of your order, we are not willing to accept your order. Unfortunately, when there are certain flags, it is too much of a risk for us to proceed."
Now, my domains, email are squeaky clean, non-flagged, risk-free and very low traffic sites. If you want I can msg you some of my domains for accountability. The one that I submitted and was approved by QuickPacket for was devinebaseball com. As far as websites go, it is a unicorn or some other mythically pure creature.
Now I get a reply that says (in robot voice) my order poses a risk. What!? So then I freak out because I assume my domain has been flagged or maybe my email, I don't know, no details other than one line are given. Furthermore, the one line reply also results in a closed status of the ticket which I opened. So, when I send my reply asking what exactly has been flagged or is risky about my order, I get no answer (sharply contrasting the four minute initial reply). So I open a new ticket after an hour passes to ask about "risks" and "flags" and the bill email they sent. At this point I am upset because, well, this just doesn't make sense and they are wasting my time. However I do remain polite although I list a couple of web host review sites along the top of the ticket. Just the sites URL nothing more.
20 minutes pass and I get this reply:
"We are sorry that you are upset about the situation. Our automated system rejected your order. Due to high incidents of fraud, we do not allow orders from VPN/Proxy servers or services that hide your true IP address. I think you will find this rule to common among hosting providers. <not sure what that last line means?
Threatening to post this on public forums in an effort to extort us into allowing your order to proceed further confirms that we do not wish to do business with you.
Your order has been canceled and your account has been closed. Best of luck in finding a hosting provider."
So, since I ordered from my work VPN my order was flagged and my order canceled. And all of this took me contacting support over an hour or so to find out. Otherwise, I have no idea when they would have informed me about the cancellation. And they would have never told me what the "flags" and "risks" were since they closed the first ticket. And apparently posting a link to web host review sites in support tickets ( VPSboard.com) is now extortion? lol. Anyone that doesn't know what extortion is please do a quick google search. Basically a criminal offense. So to QuickPacket, simply posting a link to a web hosting site is extortion. If this is the case BBB and Consumer Reports are gonna have to do some serious time along with everyone else on VPSboard that has written a review.
Also, I think anyone with a minor amount of interweb points knows I can just disable my VPN, and order a package with a new email address. So they managed to get their foot caught while attempting to slam the door. Nonetheless, still very rude service.
So I replied asking how hard it would be to inform customers in this situation that their order had been canceled? Or how hard it would be to inform them of the details of the cancellation. I also advised them, in the case of VPN flags, to contact the customer and also look at the domain in question. Basically, don't rely on an automated system for human customer service.
I also pointed out that their package rates change once you hit the order now. Space and bandwidth amounts get halved after you place the order while the price and package name remains the same?
That is probably a typo but it is still on their site. And I pointed out how some of their sites have malware and material that conflicts with their TOS (quick "whois quickpacket llc" search confirms this) while my site is perfectly legit.
Honestly I am kind of seeing why they are hasty to reject customers as they have frequently seen downtimes from DDoS and as stated above, some of their current hosted sites are flagged. Even still, they should email people to tell them the order is canceled and exactly for what reason. In my case it was a work VPN IP address which is honestly no problem for the web host whatsoever (kind of confuses me). But more importantly, I freak out thinking my domain has been flagged or my email. Worse, they didn't reply when asked what the flags or risk were. Not until I opened a new ticket. Not cool, not cool at all. And I get no apology even though it is pretty clear QuickPacket caused undue stress and wasted my time. However, I'm glad I saw how bad their customer service was now rather than at a critical moment.
opcorn:
