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Review 8/7/2011
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My company purchased a dedicated server from Arvixe a little over two months ago which we used to store our website and the SVN Revision history for the video game we are developing. After a number of outages and issues downloading content from the server we finally hit a period of uninterrupted service, which coincided with a crunch period in the development of our game.
Two days ago, the service abruptly ended and we contacted Arvixe to find out what the issue was. Apparently, we had an overdue payment. In response to this, Arvixe had immediately wiped our server's hard drive and sold the server to another customer. All our work was lost.
Now the irony here is, We never got a notification about this missed payment (despite having given them access to the phone numbers of several people on our team, and a number of different email addresses). If we had known about the issue, clearly we would have resolved it immediately and continued as normal. But they jumped the gun and assumed we weren't willing / able to pay.
So here I am in the unhappy position of having to piece together the files from my game so I can continue work on it, and get the word out to our fans about why our site is down. Arvixe's poor communication and aggressive business tactics are something I believe everyone should be aware of, and I would not recommend purchasing a dedicated server from these guys if you value the safety of your work.
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Business's response - by Arvand S.on 8/7/2011
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I'm sorry for your issues. This has been thoroughly discussed in a public manner on our community board. We do ask that all customers provide us with a single billing email address for notifications.
Customer has agreed that the email address provided for billing purposes went unmonitored. Despite 3 separate notifications throughout 7 days outlining that the payment is late, no actions were made by the customer to resolve the outstanding invoices. Furthermore, the emails were clear in the time frames and that after 7 days, we will be taking the server offline permanently.
The fact that this issue was quickly escalated to our management team outlines our commitment to excellence. But we do rely on timely payments and proper contact information being kept on file to properly provide services.
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