BobcaresReviews of bobcares.com

Reply from BobcaresNov 18, 2022

Hi Ivan, I am sorry to hear that you are not satisfied with our service. You purchased an emergency service to solve your DDoS issue. As our team explained to you, resolving DDoS issues at the application level isn't easy and there are limitations. Similar attacks need to be resolved by blocking the malicious requests before they reach the actual server, or else they will consume server resources and bring them down or increase the CPU load. This is the reason why the team suggested Cloudflare and a server firewall. However, you did not want to implement them. As you are not happy with the service offered, we readily provided a refund of the full value that you have spent with us. Regarding the delay in priority service, we noticed that you opened the ticket to the non-priority queue which broke the guaranteed response of 30 minutes. I also accept that there was a delay from our side in the next follow-up. Regards, Sruthi S Quality Manager Bobcares

Reply from BobcaresJul 28, 2022

Hi Thanh, Sorry to hear that you are not satisfied with the service we provided to help get your cluster nodes back online. While analyzing both the priority chat & ticket, I can see that the technician applied the possible solutions to the problem that was presented but those were not fruitful initially. Since the file system was corrupted, we were not able to edit the configuration to apply the alternate solutions. Finally, we provided you with several recommendations that could work based on the scenario that was in front of us. As we worked our way through the possible solutions, we were told that we could not proceed with the one we needed to. We would really like to help you in this situation. Our infrastructure expert has sent you a mail with the recommendations. Please reply back to the email with your confirmation, and we will be happy to do it at no extra cost and hopefully we can turn this situation around for you. Regards, Dileep Quality Manager Bobcares

Reply from BobcaresJun 23, 2022

Hi Stiofan, I’m sorry to hear about your experience and that we didn't meet the level of service we strive for with all customers, many of which you see here with positive reviews. From reviewing your other tickets, you have enjoyed the majority of your service with Bobcares. To address your review: - We can’t identify with the every 3 month issue that you raise, we have only seen this issue occur in June. With that said, we want each and every client of ours to experience stellar service with us. Unfortunately, in this case, the experience was not in-line with what we give to our clients on a daily basis and the majority of other instances you contacted us for support. - To address the two hour issue, we achieved a response time of 1h 30 mins in this case, which is faster than the guaranteed response time for your plan. This is your plan information. (https://bobcares.com/server-management/). “For on-demand server administration, our SLA is 12 hours, but we respond to tickets in 1 hour or less. If you need priority support with a 30 minutes response, click (https://bobcares.com/emergency-server-support/) to order our Emergency Support Member plan.” We try to always beat the response time we guarantee, we do have an alternate plan for urgent issues which is 30 minutes response time, per above. We would like the opportunity to permanently resolve this issue and prove ourselves. Our Senior Engineer sent a mail with the recommended solution to the problem. Please reply back to the email with your confirmation, and we will be happy to do it at no extra cost. Regards Dileep Quality Manager Bobcares

Reply from BobcaresJun 13, 2022

Hi Nika, I have reviewed the situation in full. I’ll address this with the same reply for all the duplicate negative reviews you have posted for this same issue across multiple platforms. Initially, we were contacted to assist with a recovery of a server that was damaged by the commands executed by a previous support team you had used.   While copying the data from the source server to the new server, the copying activity failed due to an IP mismatch error. Meanwhile, while we were troubleshooting the IP mismatch error, you informed us that the IP address of the source server was added to the new server which you had done from your side while we were working on the issue from our side. You shared the images to inform us about the changes you made. This resulted in a situation where we couldn't continue with the task until the data center resolved the IP conflict issue due to the changes that you made. All this while we were assisting you through our priority support chat, where we had given you over 200 updates over the period of 17 hours and when we informed you that you need to purchase additional hours to continue in priority chat because of the exhaustive hours used (you purchased 8 hours), you started using abusive language to our support staff and asked us to stop working on the server. We were blamed for the IP conflict issue whereas it is evident in the images that the issue was raised as a result of the changes you made to the server while we were working on the issue.  We wish that this outcome was different and it is standard practice while a company like ourselves is working on an issue we do not have to contend with a customer doing changes without our knowledge. Regards Dileep Quality Manager Bobcares

Reply from BobcaresJan 24, 2022

Hi Mark, I’m sorry to hear that your experience was not satisfactory. I'll analyze the tasks and discuss them with the team to know what we can do here to improve the situation. I'll contact you once I get an update from the team. Regards Dileep Quality Manager Bobcares

Reply from BobcaresFeb 1, 2021

Hi Mish, We fully understand your frustration and I can assure you that we have always tried our best to assist you with your issues. Your website suddenly experienced a slowness around a year back, which is at the heart of this review. When we noticed the issue from our monitoring system, we notified you. The website slowness was accompanied by high resource usage as well. We worked with you and your website developer to improve the situation by making the server respond faster. Our effort was to improve website speed as well as to reduce server resource usage. When we tried to improve website speed by changing server parameters, server resources usage further increased, and we had to revert that change to reduce resource usage even though website speed was improved to some extent with these changes. Finally, we worked together to restore the database and disable the cron. After restoring the database, the website & server started behaving normally and the ticket was closed without further reply from yourself. This issue was successfully resolved on the 24th of January 2020. Since that time, you have had two further tickets with ourselves with no issue. We then notified you of your subscription renewal invoice on 12/29/2020, as well as a payment reminder on 01/04/2021, and successfully charged you on 01/05/2021 with no requests for cancellation between those times. We’re happy to work with you if you feel like we are not performing our duties successfully. Update to your updated response: --> "You did not notified us" We notified you of your subscription renewal invoice on 12/29/2020, as well as a payment reminder on 01/04/2021, and successfully charged you on 01/05/2021 with no requests for cancellation between those times. --> "I have notified you on February 2020 to stop monitoring the site, it is 8 month notice!" The disable monitoring ticket we last received was on March 8th and on March 8th within 45 minutes we removed your website from our monitoring system. --> - "I have several emails to support and billing prior the invoice date asking to cease the service, I am happy to share as proof. Nobody replies till now!" We went through all 34 tickets and over 4000 lines of your chats and none contained a cancel service request. --> "You are not authorized to hold our card details, we have never agreed to it. And you use them to charge without authorization for service that I try to cancel several times and nobody communicates from your side. The issue was raised with payment provider and bank as fraudulent." See Terms of Service (https://my.bobcares.com/tos.php) Check 1.b & 1.c . See prior answer regarding cancellation --> "You are incompetent to work on server and even worse on customer service. Your reply of denial just proves that. All about money that does not belong you as the service was discontinued!" Bobcares has a history and reputation both on TrustPilot and on other review platforms of being high quality in nature and being one of the largest and longest surviving Server management company in a very competitive market. We're proud of that and will continue to remain as the most reviewed server management provider. Given that you have mentioned here that we only seem to care about money, which we do not, we focus on our great service which is highly rated, we're offering you a full refund. Please contact me at qm [at] bobcares [dot] com, so we can take this further. Thanks, Dileep, Quality Manager Bobcares (An ISO 9001 & ISO 27001 certified company)

Reply from BobcaresAug 26, 2020

Hello Marcelo, I’m sorry to hear that your experience with us was not satisfactory. We’re normally known for our exceptional attention to detail, and anything less is not acceptable to us. We have investigated the entire communication in this case rigorously. Based on our completed investigation, it is revealed that even though communication with you started in January, work started only in May, because that's when we got your sign off to start along with the required materials for work to begin such software licenses. Once we received the whole packet, we started the work, provisioned whmcs plan implementation, configured packages and completed the work in June. In July, some settings were altered at your end along with some customization, which caused all the changes implemented to break. We offered to restore everything again, but were instructed not to do so because you confirmed that you had restored all the settings and no changes were necessary from our end. Regarding the payment gateway testing issue, we were told by whmcs that paypal was not compliant with certain countries you needed it to work for. So we suggested an alternate payment gateway. But as you wanted to continue trying with paypal, we went ahead and implemented it. We clearly stated that we would test from our end, but testing from your country would need to be conducted at your end from your country, as that would be necessary before making the project live to such users in those countries. For any project, communication is very important. We do believe that our team was hampered by the fact that communication could be only be via email, and not via video or phone as we had requested. Language barriers also played a role as we don't speak Spanish and can communicate only in English. That said, we want each and every client of ours to experience absolute delight working with us. We would like every project to succeed and make our clients happy. That didn't happen in this case, and there is a lot for us to learn from this. We would love to make this up to you. Please contact us should you need further help in this project, and we will be happy to look into it at no extra cost. Thank you Sangeetha Naik Director(Operations)

Reply from BobcaresJul 8, 2020

Hi George, We apologize we could not fully solve your issue to your satisfaction. We admit it was a perplexing problem that was difficult to diagnose, much less immediately arrive at a solution. The issue presented itself intermittently only when end users performed certain actions. Our techs had to wait for the issue to pop up to take further action. Each time this happened, we had a small window of opportunity in which to try various solutions. The logs didn't have enough information to help us diagnose the problem. It took a week for us to try various solutions and narrow down the potential causes. Each time our techs managed to isolate the error, they informed you. That's why the tech updated you with the same error reported by you. I do believe that our techs tried their best to solve what was admittedly a tough issue on a server that was not managed by Bobcares. Our engineers are good and they worked hard on this case. We do recognize however that we cannot solve every case that comes our way. That's why we have a full refund policy which we have already extended to you. We do wish the outcome was more to your satisfaction, and hope you do have luck solving this issue. Thank you Sangeetha Naik Director, Bobcares.com