hivelocity | my bad experience after 72 hours of ordering a server
Hello People, Im writing this topic just to make sure no one will be tricked with some good reviews they may see here or there. I will try to make this as short as i can (While im ready to provide any explanation, Chat with sales and Support Transcripts, and log of the ticket replies). About 72 hours of now, i ordered a dedicated windows server with platinum support bundle (1 hour ticket reply SLA) from hivelocity.net, every thing was ok, about 18 hours later, i got a message, let me go in points to make things easier: 1 - The message was your centos server is ready, providing me root access details (i ordered windows server). Ok such things happened (After opening a ticket, The Gm spoken to me in live chat saying your order show windows server, i don’t know why they setup a centos one, while my account manager emailed me later saying its his mistake he filled the order as centos and this wont happen again). 2- After about 16 hours, they sent me a message saying the windows server is ready, i checked it, i found its with 8 G ram, while i ordered 6 Gigz, and with a main hard disk partitioned to 30 G C: , and 2 other partitions with 0 Bytes (I didn’t ask them to partition the hard disk.(they fixed the zero byte and it was showing the right size after i spoken to the Gm in chat again). 3- During the 2 points i mentioned before, they failed to response my ticket within 1 hour 2 times (All my Replies) and i was credited 5% for each (After i go to live chat tell them, then i get a reply to the ticket and a refund - As if i took the platinum bundle to be refunded not to be served faster). 4- I went to live chat, asked why my server is 8 G ram, not 6, they said we had a one day promotion when u ordered the server so we gave you the extra 2 G ram, please concentrate here: A- No one mentioned the promotion for me, and the promotion say double your ram, not extra 2 G. B - I was bargaining the sales rep, for an extra 2 G ram, from 4 to 6, and he made me the total package, he didn’t even say there is a promotion, so he was as doing me a discount or an extra thing with my package, i feel this is cheating , if i know about the promotion i would be bargaining different way. 5- I asked them to reload the server with no partitions, since i didn’t ask for any partition, they replied (after i joined chat again after 2 hours saying the ticket reply is late) that this is parallels recommendations and giving me a lecture how having this partitioning will give me better performance,as if care about what parallels suggest. (notice here that another time they failed to meet the 1 hour SLA, i emailed billing and waiting reply about it. 6- I replied the ticket again, that i still want it without any partitions, again its now 3 hours and no reply, i joined live chat support, and they told me that some one will update me, i left, returned after 2 hours, again say same some one will update it asap. (another time failed to meet the 1 hour SLA, im bored of asking for a 5% credit 
) I asked for a cancellation and a refund, hey are saying no refund for dedicated servers, this is ok with me. at least i want people know what is happening there. 7- I asked them to install smartermail, and to use the password i provided them when paying order in the comments field in every thing need a password on server, but they installed mailenable and created a random password, as if i asked for nothing. 8- Plesk Home, show that the server have a P3 CPU, while system show Xeon p4, hivelocity are saying its a bug in the plesk panel. i used to see such thing when taking a vps. don’t know if its really a bug. While writing this message im still in chat , waiting an update about my ticket for more than 1 hour, and looks like i wont sleep tonight waiting. === Some minor points i don’t like (but will give you an idea if your a potential customer): 1- every time i join live chat, same person pick me up (within 8 hours interval) as if in every shift there is 1 person , im not sure about it but its something i noticed. 2- They said they credited me 5% + 5% for 1 hour SLA, my finance in my portal don’t show them, they say it will show next month. when im going to pay. (they still own me another 2 times 5%refund). 3- They call it (Impressive Support) with every ticket ends with a link to send feedback to managers if you dont like some thing, when i went there, try to submit a feedback it give mysql connect problem, its not working. 4- After i decided to cancel, one of the late tickets reply was from a support rep, said lets try to fix what happened and work on it together, i said ok let try again, and it led me to other 6 hours of waiting with a lot of ignorance. 5- i emailed my account manager about the issue 3 times, first time i asked about 3 points he replied 1 in a rush ignored the other 2 (replied after 12 hours). other 2 times i didn’t get a reply yet (about 16 hours now). 6- They failed to deliver my server in 24 hours (not even 72) , and i still cant ask for a refund. even with all what happened. 7- When the OS mistake happened, the GM was asking me if i made the order trying to find an excuse saying its your fault (sales rep created order), and when i asked for 1 hour SLA first time, he said in a strange way, who said we have 1 hour SLA, its 4 hours, till i mentioned im a platinum support customer, so he credited it. 8- I had many servers before, i know they always send you all servers details, ips, log on info in a detailed email, hivelocity.net send me an email saying your server is ready: use administrator / root password lol. Finally notice that im still being ignored and i got no reply if they will do the partitioning or not. Believe me, i didn’t go further in details, there is much, and again, im ready to provide all logs and transcripts. i issued a complaint for my bank for a refund, even if i wont get any refund i wont continue with them. Note: please no one reply with they are honest and credited you, no webmaster will be searching for a refund when choosing a support or managed service, we choose it to get better support not a refund. Wish this will help some one one day while searching for a host. Kind Regards.
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hivelocity | my bad experience after 72 hours of ordering a server
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