Reply from HeavyNodeMay 2, 2020
Hello,
There are multiple points on this review, so I'm going to go over them in the order they were written.
First, as for the Minecraft hosting service, the customer ordered a 2GB plan, and then proceeded to try running a Minecraft: Java Edition 1.15.2 server on it. It is well known that modern Minecraft versions (namely past 1.12) require a considerable amount of memory due to Mojang's lack of optimization and poor coding technics. This was explained as such to the customer and it is also frequently mentioned in all our communications channel.
It is important to note that the customer requested a refund OUTSIDE of the moneyback guarantee period, which, as per our terms of service, is handled at our discretion. (Policy 4.1 at https://heavynode.com/terms). It is also important to mention that the customer threatened us with a message which we will quote below:
"I'd like to request a FULL REFUND for my Hub server. It's been two weeks, yes, but I am a new user and did not know within these 2 weeks that this could happen. I'm sorry, and you may not accept this refund, but I would like to request it either way. If I do not get a refund, that is fine, however I will leave a bad review wherever I can, therefore that the hosting for minecraft is terrible - cheap, but bad. I'm sorry for this"
After evaluating this request and the fact that the transaction was under $10 ($5.50 on this case), our management team took the decision to issue a refund as it was not really a big loss for us and we wanted to keep the customer happy.
Please note that at absolutely no moment the customer was asked nor suggested to purchase our top plan or similars. We simply adviced them that the minimum amount of memory recommended for Minecraft servers past 1.12 is of 3 to 4GB depending on the intended load.
Now, going onto the second subject, we do not provide 24-7 support in any form, nor we offer an SLA policy for our support service. We receive and handle support requests in a pre-defined schedule which can be found on our site, and even so, no guarantees of any kind are provided.
It is also important to note that the details requested by the customer had been already sent to their email at the time of purchase, and that it was advised to store that information in a safe place.
Our web hosting plans come as UNMANAGED solutions, which means we do not provide any support other than for the hardware, environment and panels. It is the customer responsibility to set up, configure and maintain the applications that they may wish to host on their services.
Furthermore, the customer openly admitted in a support ticket that they were trying to install a custom theme/some other modifications to the software running on their service, and that due to their lack of experience on it, they had caused an issue which took their application offline.
Please note that we do NOT offer any kind of management plan on our web hosting plans, and that it was never offered to you in any kind of form or shape simply because it does not exist, it's not something that we offer. If you feel like you received a canned response, it is because you submitted the same request multiple times after being explained that it's something that we do not offer support for.
Related to the Discord bot hosting, the customer seems to have never reached us out to inquiry about any of your concerns and/or questions. If the customer does not reach us, we are simply unable to help.
Continuing on the web hosting matter, if the customer's site was unavailable it was simply because of their own mistakes and lack of experience in the matter (and in fact, they even admitted it when they first reached us out for help). No ticket was ignored "for a week", you received a response in less than 24 hours on each ticket.
It is IMPORTANT to note that at some point you started insulting our support team, which is something that we we do not, and never will tolerate at any degree. We believe that everyone should be treated with respect no matter the situation, and even so, the customer had no reason or justification to disrespect our team.
Your customer account was indeed closed. However, this is because a) You ignored our request to be respectuflly with our team and b) You started a PayPal claim to reverse one of the payments for your services.
Please note the following:
As per the policy 5.1 of our Terms Of Service (https://heavynode.com/terms), any chargeback, dispute, or claim filed against us will result in an immediate and permanent termination of all products and/or services associated to the customer's account and the account itself despite of the outcome of the chargeback, dispute or claim.
As per the policy 3.1 of our Terms Of Service (https://heavynode.com/terms), we reserve the right to shut down, suspend, terminate or deny access to any product and/or service with or without reason, with or without advance notice. We are not responsible for any data loss related to the termination of products and/or services
The customer did not join our Discord community guild/server/chat until all of the previously explained events had happened, and when they did, they joined along with a bunch of their friends in a "raid-like" (a term often used in Discord to describe when a lot of users join at the same time to a determined guild/server/chat in the spite of causing a disturb/drama on it) mode.
Furthermore, it is not true that these users were banned from our Discord community guild/server/chat after "not even saying a word". Shortly after joining, they started trying to create a situation of "drama" by talking about false claims regarding our services between them, simulating what would have been a legit conversation between a customer and people interested in buying services (which of course was totally fake). We have a strict policy of zero "trolling", "drama", etc, in order to keep our community as a safe, friendly and secure space for everyone on it.
Finally, we have never disrespected the customer in any way, shape or form. They were treated with respect at all times and under all their requests despite they were disrespectful with us and proceeded to insult our team in multiple occassions.
Customer satisfaction is our primary goal and we are - and will always be - committed to work to meet this. However, on this case, this review has been built out of a bunch of fake claims and is totally unfair.
Best regards,
The HeavyNode Team
