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heartbeat-it down?

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  • heartbeat_ITheartbeat_IT Member, Patron Provider

    @Freek said:

    show previous quotes

    I have opened a new ticket (#932845) because my reply to ticket #960118 on November 28th has been ignored. For full transparency, here is the complete content of that ticket:

    show previous quotes

    Answered the ticket 5 days ago with:

    Hi!

    Thanks for your messages.

    We will not be able to issue a refund as you paid via crypto.

    You stated you were only able to use your service for 3 months. We will add the unusable month to the billing cycle as compensation as soon as this is fixed for you.

    On the surface this might all look like the same problem. It is not that easy to debug such network issues without proper MTRs. Charts with pings and packet loss are not helpful. They are just screaming there is an issue but don't provide any value for debugging.

    Please provide MTRs for the endpoints you have packet loss to.

    You provided MTRs from your home network after we requested them but, as far as we know, did not follow up with your ISP to clarify the details we need to debug this further.

    We host a few thousand VPS as of now and of course there are issues from clients point of view every day. So referencing other clients issues in regard to your own is not helpful, as others's problems might not be yours. In the end it is not as easy as it sometimes seems.

    Hope to work with you in the future on a better basis as soon as this is fixed for you.

    Checking your latest answer and let you know as soon as we have additional details.

  • ArirangArirang Member
    edited 7:19AM

    Why don't you add one or two free month for the ones without submitting a ticket?
    It's just a suggestion while I'm waiting for the deals in AMS.

    Thanked by 2heartbeat_IT Ramsterdam
  • heartbeat_ITheartbeat_IT Member, Patron Provider

    @Arirang said:
    Why don't you add one or two free month for the ones without submitting a ticket?
    It's just a suggestion while I'm waiting for the deals in AMS.

    Thanks for your suggestion. Most clients didn't have issues. There is not that "one issue all clients have" that can be compensated without having a ticket. It's relatively easy: clients report via Ticket, we check. If clients don't report via ticket, we are unable to check.

    We are waiting for new hardware to arrive in NL ;)

    Thanked by 1Arirang
  • theonewhoknockstheonewhoknocks Member

    @heartbeat_IT said:
    Sure thing. I just answered your ticket:

    show previous quotes

    Heyy.. my €6/year VPS was also affected by the downtime, but i didn’t receive the free 1 year as compensation. Should I open a ticket too?

    Thanked by 1heartbeat_IT
  • apollo15apollo15 Member

    @heartbeat_IT said:

    show previous quotes

    Sure thing. I just answered your ticket:

    show previous quotes

    time to issue a refund and write this is worth more than 6eur in any half-decent EU economy.

    on the other hand... dont offer such prices if you aren't willing to work like a slave for them.

    Thanked by 1Ramsterdam
  • RamsterdamRamsterdam Member

    @heartbeat_IT said:

    show previous quotes

    Sure thing. I just answered your ticket:

    show previous quotes

    Well that's not mine, but the answer made me giggle. So you offered a free year and then you took it back basically? Are your expectations for a 6 € + VAT per year service in par with having constant network issues for months? You literally told people here to open tickets if their server had issues and it took you weeks to answer.

    I doubt most people in here expect 24/7 support on some cheap yearly VPS, I know I don't, but when your service is simply not working then offering some sort of compensation is common sense and based on all the comments in here it clearly has issues.

  • heartbeat_ITheartbeat_IT Member, Patron Provider
    edited 3:04PM

    Well that's not mine, but the answer made me giggle. So you offered a free year and then you took it back basically? Are your expectations for a 6 € + VAT per year service in par with having constant network issues for months? You literally told people here to open tickets if their server had issues and it took you weeks to answer.

    I doubt most people in here expect 24/7 support on some cheap yearly VPS, I know I don't, but when your service is simply not working then offering some sort of compensation is common sense and based on all the comments in here it clearly has issues.

    If thats not your ticket, I am sorry. Please let me know your ticket ID then ;)

  • barbarosbarbaros Member

    Tbf im bothered with the fact that heartbeat-it shares their ticket replies here. It doesn’t do any good to anyone

    Thanked by 2heartbeat_IT sillycat
  • RamsterdamRamsterdam Member
    edited 8:02PM

    @heartbeat_IT said: If thats not your ticket, I am sorry. Please let me know your ticket ID then ;)

    I told you before, I never opened one and I don't need a refund either thanks but as you can see several people in here did. @Freek got ghosted in his and had to open a second one with multiple proofs, and @FAT32 even tagged you in the Megathread a couple of weeks ago so you could check this one. I will simply let mine expire and not renew if the problems continue, simple as that, as I rather not lose your time or mine on that matter. You seem bothered that people have pointed the issue to begin with and still won't admit anything was wrong.

    @barbaros said: Tbf im bothered with the fact that heartbeat-it shares their ticket replies here. It doesn’t do any good to anyone

    A practice I never liked, together with trying to link to someone's account from LET and even worse when it fails lol. I think everyone in this thread used common sense as well but the provider seems a bit sensitive. There are plenty of cheap providers out there, and I don't think not expecting micro-disconnects multiple times a day, for months, is considered high expectations for a $7/yr server as per that ticket reply you posted.

    Thanked by 1Freek
  • sillycatsillycat Member

    @barbaros said:
    Tbf im bothered with the fact that heartbeat-it shares their ticket replies here. It doesn’t do any good to anyone

    Someone is trying to look tough.

    Thanked by 2barbaros kait
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