My complaint begins with my initial ordering experience:
On Friday, July 22nd, in the evening. I paid via paypal to rent a BF2 game server.
1. The website payment function didn't work and my paypal subscription was lost. Saturday evening on returning from work, I used the live chat function on the website to ask what was going on and was told my payment had not been received. I was told to email billing (a Mon-Fri 8-5 type operation). Faced with not having a server for any part of the weekend, I created another subscription in order to get the ball rolling. This one worked.
2. The server didn't work from the getgo. I created several support tickets. (that system didn't work properly either, the second ticket created said I didn't create it and wouldn't let me access it after I had created it)
3. The server finally got up and running Sunday morning.
4. Monday evening I received an email from Billing telling me I had been credited back the initial "lost" payment I had made to my Art of War Central "account" - not to my paypal account.
When the situation was finally rectified, I visited their online forum to post in their testimonial section about the experience I had. I was very surprised that with a day, that post was removed from their forum. It was written respectfully and honestly.
Since that time, my game server has been down 3 times for a running total of 37 hours. It took 53 hours for them to get my server up and running from the moment I paid them.
To me, this means that out of 19 days I have paid for the server, I have actually only had 15.5 days. Unlike other server companies, this company does not run scripts which notify it when a server goes down or automatically restart a server if it crashes. They rely on the customer to inform them which delays restarting of the server.
My real complaint is this:
The company advertises Super Fast Setup - most within hours. NOT TRUE
They say in their terms of service that their Server Management system will restart servers in the event of a crash. NOT TRUE
Their testimonials section is full of great success stories and no negative feedback. NOT TRUE - THEY WIPE THE FORUMS.
I feel cheated mostly because they remove legitimate feedback from their forums so customers are not able to get a true perspective of thier service. I realize this is within their rights, but potential customers should be aware of this. I feel stuck as I was refunded my lost paypal payment to this "account" I would have cancelled after one month if not for that.
All in all, its been a terrible experience for me. I rent servers from another company and its night and day. I am filing my complaint here so that other people will not be sucked in by advertising and sanitized testimonials.
Jon
Victoria, British Columbia
Canada
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