Softlayer
Softlayer.com LIARS, Deception, Terrorists, Scammers!

Softlayer is a complete ripoff! I explained to the "Sales Rep" that I use this server for email marketing. He told me that this was NOT a problem. I even explained to him that I purchased lists of email addresses to send marketing material to, again I was told that it was no problem.

Someone reported my company as spam, Softlayer wont tell me who reported it.instead, they pasted an email header into the "trouble ticket" system and I was told by their support team "Its your responsibility to be able to read from what we pasted in the ticket". WHAT?!?!?!?

How am I supposed to know who reported me as spam, how to fix it or anything else from the ridiculous ticket system they use???

Furthermore, to add to my frustration... I have now spent 2 days screwing with this and THEY ARE STILL HOLDING MY DATABASES HOSTAGE! I have explained that I am done with Softlayer and that all I need is ssh access to get my databases down and I will cancel my service.

I have never been lied to so much in my life! This is saying a lot because I work in COLLECTIONS!!!

Here is their trouble ticket (s)... See for yourself, this "Andrew" character is just being ridiculous and at this point, I think he is purposefully taking FOREVER as to further harm my business!

Beware of softlayer! They will tell you anything just to get the sale!!!

Here are the tickets so you can see for yourself!

Ticket Contents1111:

Employee

Response
- Jan-19 11:40
(GMT-0600)

[Update 1]

SoftLayer
Security has received the following unsolicited email (SPAM) complaint
in reference to an IP hosted on your server. Please see a copy of the
complaint listed below or attached to this ticket. Please remove or
stop this distribution of SPAM immediately as it violates both the TOS
and AUP. Failure to resolve this issue and update this ticket with
resolution could lead to service interruption for this server. We thank
you in advance for your quick action and cooperation.

Regards,

SoftLayer Security Team

Mployee

Response
- Jan-19 11:40
(GMT-0600)

[Update 2]

[ SpamCop V4.6.2.001 ]

This message is brief for your comfort. Please use links below for details.

Email from 184.173.238.2 / Thu, 12 Jan 12:17: 31 -0600

Http://www.spamcop.net/w3m? I=z5684986928z14b9e61701d883e9ed18df22d4a68bc8z

This is an email abuse report for an email message received from IP source on Thu, 12 Jan 12:17: 31 -0600

For more information about this format please see http://www.mipassoc.org/arf/

To change ARF message format to SpamCop format change settings on your
preferences page: http://www.spamcop.net/mcgi? Action=showispprefs

MIME element (message/feedback-report)

Encapsulated message (message/rfc822)

Headers of embedded message (message/rfc822)

Return-path:

Envelope-to: x

Received: from 184.173.238.2-static. Reverse. Softlayer.com ([184.173.238.2] helo=email. Carsonrose.com)

By mail. Ims.net with esmtp (Exim 4.69)

(envelope-from)

Id 1RlPDP-0005xE-2Y

For x; Thu, 12 Jan 12:17: 31 -0600

Received: by email. Carsonrose.com for ; Thu, 12 Jan 17:51: 51 GMT

Message-ID:

Date: Thu, 12 Jan 17:51: 51 GMT

From: John Berens

To:

Subject: John Berens, Carson Rose & Associates.

X-Mailer: OpenEMM V2011

MIME-Version: 1.0

Content-Type: text/plain; charset="UTF-8"

Content-Transfer-Encoding: quoted-printable

X-Spam-Score: 0.0

X-spam-report: bayes_50=0.001, excuse_remove=0.001

Employee

Response
- Jan-21 16:24
(GMT-0600)

[Update 3]

Customer,

Has there been any update to your investigation? We require an update to
this issue within 24 hours to prevent service interruption.

Regards,

SoftLayer Security Team

Employee

Response
- Jan-22 18:02
(GMT-0600)

[Update 4]

We require an
update or resolution to this within the next 48 hours. Failure to do so
will result in access to the IP address (es) and/or server (s) being
blocked.

SoftLayer Security

Employee

Response
- Jan-22 18:02
(GMT-0600)

[Update 5]

*

In order to prevent further abuse of our AUP/TOS, we have blocked access to the SERVER associated with the abuse report.

If you have resolved the issue and are contacting abuse after hours to
have the block removed, please contact support by opening a ticket or
calling 866-398-7638 and speaking to a support representative.

*

User:

Sl219478

- Jan-23 08:02
(GMT-0600)

[Update 6]

I installed OpenEMM... The whole reason we got this server is for our email
marketing... We send out hundreds of thousands of emails per week, its
not surprising that some one would report it as spam - especially with
the number of emails that we send out. We are CAN SPAM act compliant, so
Im not really sure why this would be blocked? If using this as an email
markeing server is against the TOS, then I will change providers. I
need this to work as an email marketing server, the whole reason we got
this server to begin with. I asked about this WHEN I SIGNED UP, I was
assured that it wouldnt be a problem???

Sl219478

- Jan-23 08:05
(GMT-0600)

[Update 7]

Who reported us
for spamming? How does this get shut down before I am notified?

Employee

Response
- Jan-23 10:02
(GMT-0600)

[Update 8]

Notifications of
these issues are being sent to abuse@carsonrose.com. If you would like
to specify a different address, please let us know. Regarding, where
this report originated from - it is considered your responsibility to be
able to identify the recipient of a mailing that is originating from
this server.

Please update us with the complete optin information for the above shown
complaint, as well as a complete description of the signup process for
this mailing, or any other methods that are being used to add recipients
to the list.

Regards,

Andrew

SoftLayer Security Team

User:

Sl219478

- Jan-23 10:25
(GMT-0600)

[Update 9]

What are you
talking about? The john. Berens@carsonrose.com is one of our email
addresses. Yes? Is that what you are asking?

What do you mean optin procedures? We purchase lists from different
vendors, load them in our system and blast them out. The recipient then
has the option to "opt-out" of future mailings. Opt-out lists are
updated M-W-F, well within the 30 days alloted.

Some one please call me so we can expedite this.

2143066528 ext 710

Employee

Response
- Jan-23 15:11
(GMT-0600)

[Update 10]

I have updated
the abuse contact to john. Berens@carsonrose.com, as it was not listed on
this account. We do not accept the use of purchased list on this
network, and consider such messages to be unsolicited. We will require
that the use of such lists cease entirely prior to proceeding with this
issue.

Regards,

Andrew

SoftLayer Security Team

User:

Sl219478

- Jan-23 15:30
(GMT-0600)

[Update 11]

No problem...

Employee

Response
- Jan-23 20:07
(GMT-0600)

[Update 12]

Customer,

Please advise when this has been completed. Please also note that
further spam originating from your account can result in further
administration action including reclamation of services.

Regards,

SoftLayer Security

User:

Sl219478

- Jan-23 21:55
(GMT-0600)

[Update 13]

Please advise
when "what" is completed? You asked that I not use purchased lists, I
agreed... What more is left to be done besides you lifting this block
already?

Employee

Response
- Jan-23 22:07
(GMT-0600)

[Update 14]
Customer,

Can you confirm that these lists have been purged? Please also confirm that you have fully read our previous update.

SoftLayer Security

User:

Sl219478

- Jan-24 08:25
(GMT-0600)

[Update 15]

How can I purge the lists when I cant get in to the server?

I store these lists in the database that is on this server, that you have blocked.

Simply unlock my server, I will pull my database down and be done with
softlayer. I told the sales rep EXACTLY what I was doing with this
server and his response was "no problem", not its a problem.

There are other hosted providers out there, so yes I can, without a
doubt, confirm that I will no longer send anything from a Softlater
server.

Employee

Response
- Jan-24 08:46
(GMT-0600)

[Update 16]

You can access the server via VPN to purge the list.

Http://knowledgelayer. Softlayer.com/categories/VPN/

Regards,

SoftLayer Security Team

User:

Sl219478

- Jan-24 08:48
(GMT-0600)

[Update 17]

I dont use VPN, I need ssh access.

Company: Softlayer
Country: USA
State: Texas
City: Dallas
Address: 4849 Alpha Road
Phone: 2144420600
Site: softlayer.com

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