AeroVPS, please feel free to "update the thread", I will not be cornered into requesting that this thread is deleted as per your comment; I think the community should be aware of the service performance issues and the hassles I've experienced. If someone else was having similar issues I would certainly have liked to know about it. As I stated; I really appreciated your service when it worked, it certainly worked fantastically in the week or so since sign-up, and I cannot take away from that. I do not however appreciate the tone of your response, and therefore by all means, keep the cash; and I'll some how find contentment in a proxy server that keeps falling over and download speeds that are currently snailing at 12 KB/s. You are welcome to offer support for these issues should you have the inclination to earn the cash you're charging for the service you offer....let me know.
I wrote my response in the spirit of trying to explore further solutions but had I known this is your approach to handling customers, I would certainly have requested the refund before a refund was no longer an option for me because I dared ask whether you were interested in pursuing further solutions after you distinctly said, and let me follow suit and quote you... "Unfortunately, it's now reaching the stage that we need to decide whether it's going to be effective to keep on trying to fix things thumb sucking where a problem can be, and so forth."
I've posted this response in addition to the previous two exchanges on MyBroadband, please feel free to make your comments heard. The truth remains, that the service is not working as it had previously, so in short this is where the issue lies.
My note to AeroVPS
Graham,
I'm honestly not sure how to react to elements of your e-mail. Safe to say that I do appreciate the service to date, and that while you have in fact done your bit to get things working, I get the sense that there now is an element of contention about providing support. Please correct this perception if it is mistaken.
It appears that MWEB has been doing upgrades and routing Cape Town traffic through Gauteng which could explain the performance dip. Are your other MWEB clients having similar experiences? I am getting marginally better speeds now, however connecting to
http://XXX:8080/Downloads/ either via the web or FDM is very slow, and downloads pause for a long bit before starting up again... and then I experience bursts and fluctuations of speeds that go up to 400+KB/s and then diminish to 30KB/s. Also when trying to navigate to the files in FDM on the Site Explorer... it is not uncommon that the "can't connect to server" error message comes up.
I'm not sure whether you have the inclination nor the interest to help with a resolution, should you lack the willingness to explore further solutions, please proceed with processing a refund as outlined above. I trust that you will not terminate the account before month end to give me a chance to download my stuff.
It is unfortunate that things unfolded this way, because I would have become a long standing customer, and an advocate for your products. In the short time I've been with you I've recommended your product to many of my friends without hesitation, however I'm now left feeling like the one with egg on his face.
M
AeroVPS' Response
Marlin,
I'm keeping this email short and factual, since I think that some of my messages are being misunderstood ("contention about providing support"). Since we've already located your forum post. (18 Dec 2010) - I can't have you gain any impressions other than what is intended here and posting them to MyBroadBand (a IT press website).
((
http://mybroadband.co.za/vb/showthread.php/295909-AEROVPS-MWEB ))
1. There's been no modification to your service since the last email when I've opened another HTTPD port on your VPS, nothing has been changed proxy wise, only an additional port for your webserver has been added.
2. As stated in my very first correspondence, we can't have uncertainty hanging around with billing..
(Quoted: "I'm going to need a final answer whether or not to go this route, as I can't have uncertainty hanging over the billing department - this isn't something we ever do.")
>> A refund is no longer an option for you, this has been decided on grounds of your reply:
(Quoted: "I'm not sure whether you have the inclination nor the interest to help with a resolution, should you lack the willingness to explore further solutions, please proceed with processing a refund as outlined above.")
>>> "should you lack the willingness to explore further solutions" your terms have been *if there's a lack of willingness on my part* - This is false, and thus closing the option of a refund, you've clearly stated "you lack the willingness" to explore further solutions, even if we run out of any further solutions it does not put you on the grounds for the proposal of a refund.
3. (Quoted: "because I would have become a long standing customer, and an advocate for your products. In the short time I've been with you I've recommended your product to many of my friends without hesitation, however I'm now left feeling like the one with egg on his face. ")
You're correct, you've paid upfront - and your word of mouth is just as important to us, and the last thing we want to do is insult you by denying your service after your efforts in helping us build on our strong brand.
I do apologize for the formal format of this response, since I usually keep things pretty casual in effort of CRM (Customer Relationship Management), but I feel I need to make everything very clear so you understand what's going on now, including the history of your/my responses. So at this time you'll remain active for the remainder of your billing period, you may choose whether to continue or not at the time of renewal. I will continue to provide you with the best support possible as we do with all our clients.
Since you've created a new thread on a forum including our company and some uncertainty. I would appreciate you either request deletion of the thread or keep it updated. It's all in the effort to keep our brand image strong. By reading what you've posted, it brings a feeling of uncertainty of the service levels or stability of AeroVPS. If you feel strongly about what you've posted, I will make some time to update the thread myself.
I hope this email has allowed you to have a complete understanding of this entire situation, if you have any questions, don't hassle to ask!
I look forward to hearing from you!
Kind Regards,
