Dedicated.comReviews of dedicated.com

Reply from Dedicated.comJun 20, 2024

Hi Logan, Thank you for reaching out and sharing your experience. We truly value your interest in our services. To ensure the security of our platform and protect our customers, we conduct several fraud checks during the payment process. Occasionally, these checks result in false positives, and legitimate customers may not pass our initial verification. Unfortunately, this occurred in your case. When a potential issue is detected, our next step is to conduct a human review of the provided information to confirm the identity of the payment owner. This process is intended to safeguard not only our company but also our customers and the broader community from fraudulent activities. Our request for a photo ID and a picture of your face combined in the same photo is part of this verification process. While many of our customers appreciate these measures as they demonstrate our commitment to security, we understand that this might not align with everyone's expectations. We did not refuse or acknowledge any specific request; instead, the order was canceled and refunded as a precautionary measure per your statement that you felt uncomfortable providing ID and that you did not want to use other payment methods we offer that do not require verification due to the inconvenience. Please be assured that our intent is not to improperly gather sensitive information but to maintain a secure environment. We also understand and respect your decision to seek services from another provider that aligns with your preferences. Thank you for considering our services, and we apologize for any inconvenience caused.

Reply from Dedicated.comMar 13, 2024

Thank you for taking the time to share your feedback. We sincerely apologize for any inconvenience or confusion you've experienced with our billing practices. At Dedicated.com, we strive to ensure clarity and transparency in all our transactions and policies. Regarding the automatic charge, we typically inform all our customers about our billing cycle and auto-renewal policies both during signup and in our terms of service. However, we understand that sometimes these details might be overlooked, or specific circumstances might change how you use our services. We're committed to finding a satisfactory resolution for you. Although our refund policy is designed based on standard practices, we do consider exceptions in certain situations. We value your trust and would like the opportunity to review your case in detail. Could you please contact us directly at [email protected]? We would appreciate the chance to discuss your experience further and explore potential solutions. Our priority is to ensure that all our customers feel heard and supported. Thank you for bringing this matter to our attention, and we look forward to hearing from you.

Reply from Dedicated.comJan 16, 2024

Hi there, We sincerely apologize that your experience did not meet your expectations. We'd like to address a few points as we understand there might be some misunderstandings about our services, hardware, and support. As an unmanaged service provider, our focus lies in providing reliable hardware, a robust network, and seamless access for you to manage your server independently. We don't take responsibility for the configuration or management of your operating system, as is customary for unmanaged hosts. Regarding the mention of an unsecured BIOS and security issues, we want to clarify that this is not accurate. When servers are provisioned, we ensure that all BIOS and firmware are updated to the latest versions. Additionally, we have implemented an in-house ACL system for added security, providing an extra layer beyond relying solely on hardware vendors for firmware security. Concerning your point about solutions to issues such as temp boot drives and ISO boots, we do offer a control panel that allows PXE into various live boot environments. We also provide 100% access to iKVM, enabling you to mount your own remote ISO files if our library doesn't meet your requirements. For collocated and dedicated customers experiencing hardware failures, we offer the option of remote hands or a replacement server with the same or better specs at no extra cost when the issue falls within our responsibility. However, deploying remote hands for non-hardware-related adjustments, especially when the server isn't physically broken, may not be a cost-effective solution. We suggest considering managed providers for comprehensive support, especially when making OS-level changes that might lead to issues. While the motherboard may be 10 years old, this information is disclosed at the time of purchase. Our servers are offered as an affordable solution for workloads that don't require cutting-edge technology. Comparing it to buying a vintage car, you knowingly accept the specifications and limitations of the chosen hardware. Any security vulnerabilities found within the operating system are unrelated to the hardware itself, a distinction we aim to communicate. We acknowledge that you may have a technical background, and our support aims to address issues accordingly. If you feel that your tickets aren't being addressed promptly, we do have a 24/7 phone line available. However, please note that we prioritize hardware and network issues, and while we strive to answer all tickets promptly, operating system-related matters fall outside our responsibility. We appreciate your understanding and welcome any further discussion or clarification you may require. Best regards,

Reply from Dedicated.comSep 19, 2023

Hello Serhii, First and foremost, I'd like to sincerely apologize for the inconvenience and the experience you've described in your review. Our aim is always to provide the best service possible, and it's clear that we fell short in your case. I want to clarify that we have strict policies against spamming and any activities that could harm our platform or other users. Any indications of such activities could result in service suspension, as it's crucial for us to maintain the integrity and security of our service. That being said, it's never our intention to make unfounded assumptions or be disrespectful to our customers. Communication and respect are fundamental to our business. I regret that you felt insulted during your interaction with our support team. I assure you that we will look into this matter closely to ensure that such incidents are avoided in the future. If you'd be willing, I would appreciate the opportunity to discuss this further and perhaps find a way to make amends. Please reach out to [email protected] at your earliest convenience. Again, I deeply apologize for your experience, and I hope we can address your concerns in a satisfactory manner.

Reply from Dedicated.comJul 31, 2023

Hello Denis, I want to start by expressing my sincere apologies for the inconvenience you experienced and the frustration caused by our response to your problem. At Dedicated.com, we strive to provide accurate and helpful solutions promptly, and it is clear that we fell short of meeting your expectations. I understand how vital it is to receive precise and actionable information, and I am sorry that our initial response did not meet those criteria. We take your feedback seriously, and we are committed to improving our support process to ensure that our responses are clear, comprehensive, and easy to work with for all our customers. Please know that we are taking immediate steps to address the issue with our support team to avoid similar situations in the future. We are implementing additional training and improving our internal procedures to ensure that our team members provide the most precise and helpful answers to our customers' inquiries. We genuinely value your business, and we want to make things right for you. I would like to personally assist you in resolving the problem you are facing. If you could provide us with more specific details about the issue, I assure you that we will do everything in our power to find a suitable solution promptly. To move forward, please reach out to me directly at [email protected]. I will personally oversee your case to ensure that we address your concerns effectively. Once again, I apologize for the inconvenience and frustration you experienced. We hope that you will give us another opportunity to provide you with the support and service that you deserve. Thank you for bringing this matter to our attention, and we are committed to making things right for you. We look forward to resolving this issue and regaining your trust in Dedicated.com. Best regards, Adam Gunderson Dedicated.com Account Executive

Reply from Dedicated.comJul 31, 2023

Hello Philip, I am deeply sorry to hear about the serious downtime you experienced, and I sincerely apologize for the inconvenience this has caused you. At Dedicated.com, we strive to provide reliable and uninterrupted services, and it is clear that we fell short of our commitment during this incident. First and foremost, I want to assure you that we take downtime issues very seriously, and our team worked tirelessly to resolve the problem as quickly as possible. However, we understand that four days of downtime is unacceptable, and we deeply regret the impact it had on your operations. I want to be transparent about what led to this extended period of downtime. We aim for complete transparency on any downtime that happens. In fact, we seem to provide more transparency than other providers who were also impacted (see https://www.webhostingtalk.com/showthread.php?t=1899745). We understand that this explanation does not excuse the inconvenience you experienced, but it is crucial for us to learn from our mistakes and prevent similar occurrences in the future. We are committed to continually improving our services, infrastructure, and communication with our valued customers. Your feedback is instrumental in helping us identify areas for improvement, and we are grateful for the opportunity to learn from this situation. If you have any further concerns or questions, please do not hesitate to reach out to our customer support team directly at [email protected]. We are here to assist you and ensure that your future experience with us is smooth and hassle-free. Once again, please accept our sincere apologies for the inconvenience caused by the extended downtime. We hope you will give us another chance to prove our commitment to providing you with the reliable and high-quality service you deserve. Thank you for taking the time to share your feedback, and we look forward to the opportunity to serve you better in the future. Best regards, Adam Gunderson Dedicated.com Account Executive

Reply from Dedicated.comJul 31, 2023

Hello Donnie, I want to begin by expressing our sincere apologies for the frustrations and difficulties you encountered during your recent experience with our services. We truly understand how important it is for you to have a smooth and reliable infrastructure, especially when you are in the process of scaling out your infrastructure for your product release. It's disheartening to learn about the technical issues you faced during the OS install process, causing significant delays in accessing your servers. Furthermore, I apologize for the confusion and lack of assistance you received when you tried to switch to other available servers in different data centers. Our support team should have been more proactive in understanding your specific requirements and assisting you with a seamless transition. I would like to address your concerns about the server configurations. We understand the importance of consistent server setups for efficient management, and we take responsibility for any oversight on our part in explaining the differences between the servers. Your feedback will be used to improve our communications with customers and ensure that such issues are transparently addressed in the future. Regarding the matter of a refund versus credit, I apologize for any misunderstanding. We want to make things right for you, and while we do offer credit as an option, we also understand your preference for a refund due to the inability to access the servers. Rest assured, we will review our policies and procedures to ensure better clarity and flexibility in handling such situations moving forward. As for the interaction with our support representative, Damian, we are genuinely sorry for the perception of attitude and the "last time" remark. That was never our intention. We value each and every customer, and our support team is trained to be empathetic, understanding, and helpful in all interactions. We will conduct further internal training to improve the overall customer service experience. Please know that we take your feedback very seriously, and we want to assure you that we are committed to making the necessary changes to address the issues you faced. Your trust and satisfaction are paramount to us, and we hope to have the opportunity to regain your confidence in our services. If you are open to it, I would like to personally discuss your concerns and assist in resolving the situation to your satisfaction. Please feel free to reach out to me directly at [email protected]. Thank you for bringing this matter to our attention. We genuinely appreciate your feedback, as it helps us grow and improve as a company. We sincerely hope to have the chance to restore your trust and provide you with the exceptional service that we pride ourselves on. Best regards, Adam Gunderson Dedicated.com Account Executive