RackNerdReviews of racknerd.com

Reply from RackNerdApr 21, 2023

Hello "customer" -- we were unable to find your account with the limited information provided on Trustpilot with your name on here being “customer” -- however, thank you for providing an updated review today which included additional context, so that we can further comment on your case. We had reached out to communicate the payment-related issues with your account, which was based on several discrepancies that were present. Sometimes, these are provided to us by our payment processors as elevated risk. In such cases, we do have to take action - however, the action is not so drastic in the beginning stages, where communication is first established. In such situations, we simply reach out to the customer (as we did to you) and provide a reasonable timeframe for you to respond. During this time, service is not interrupted. When we still don’t receive communication after a period of time, we can’t have idle active services just sitting there unpaid, so eventually, they do get suspended for a period of time (a suspension is very different than a termination, as a suspension is easily reversible). That is the second stage. The final stage would be a termination, this is if we still have not received any signs of life or communication from you even after the initial reach out, and suspension period, and after some more time has passed even after the suspension. In this case, our initial contact to you was on March 23rd, and you are just now reaching out to us 27 days later. Between then and now, there were more than 12+ communication from us sent to you (aside from the suspension and grace period we've provided). For more than three weeks, there was absolutely zero communication from your side despite our numerous follow up attempts and despite the multiple stages described above. This is something we typically experience with bad actors (in that they don’t respond) - in this situation, we understand you were away, however, we can’t just keep services online for more than half a month like this without any signs of payment or communication (plus, the original payment was of course refunded in full due to your payment discrepancy). We do want to emphasize that we absolutely do not shut down services without any reason or notice, and we would never delete a client's data without warning or proper communication. We believe that our track record and positive reviews attest to our commitment to customer service and quality. We simply cannot guarantee that we can keep a service running indefinitely without payment or at the very least, communication from the client. In cases like this where you may find yourself needing more time to act on something, whether that be payment related or otherwise, we just ask that you contact us and let us know -- even if it’s just a short one-line message to at least let us know of your intentions. We remain committed to delivering excellent service and support to all of our valued customers, and we hope that we can have an opportunity to work together again in the future. As we said in your previous review, you are welcome to contact us directly at [email protected] to discuss further. Thank you for your understanding and cooperation.