Photon VPS review #19164 by James Lassiter (jamesflassiter@c...)
Photon VPS got a negative review on and one official response on
611 Wilshire Blvd #300
Los Angeles , CA 90017 US
☎ Phone 800-933-1517
☎ Phone 626-549-2801
📧 support@p...James Lassiter ( jamesflassiter@c... )
Still not set up....
Here is a review of Photon VPS.
I was searching for a OpenVZ VPS in LA California and found PhotonVPS.com. I saw some mixed reviews but you know how reviews go. I decided to give them a shot due to a few things my research turned up about them. The main selling point was a tweet by PhotonVPS.com on 02/22/12 stating:
20PhotonVPS @PhotonVPS;
Our BEAM (OpenVZ) plans are now INSTANT Setup!
I wanted to deploy a VPS server in LA quickly to start work on a project that I need to finish up.
So I ordered a server from PhotonVPS.com. I got the usual emails about the payment...I submitted my payment via PayPal.com and got the conformation f payment received. My day was busy so I moved on to the next item for day. I was expecting to see the the welcome email for the server any time now.
I was busy with some other projects and did not check the email until 3 hours later. Nothing from PhotonVPS.com. I navigated over to the client area and checked the status of the order. saw the status was still pending and I put in a support ticket asking for clarification of the install. 5 hours passed with no response, not unusual but a little worrisome. It has been 8 hours since payment was made and still no server and no response from PhotonVPS.com.
I went to the main site and found that live support was open. I started a live chat with Ron. in the chat window he was listed as a support operator. Here is a copy of the chat with Ron;
Ron Support Operator
Good
Ron: Hello James Lassiter. How may I help you?
James Lassiter: JaHowdy Ron. Question for you sir! I put in an order for a openVZ VPS about 8 hours ago. I thought forsure that it would be set up now. I put in a support ticket but have not been answered yet. Just looking for an install time frame for this VPS acount is under my name ***** ********* and the email is *****@*******.com
Ron: Please allow 12-24 hours for VPS setup as we manually process orders due to recent increase of internet fraud.
James Lassiter:OK I was confused by the tweet that stated instant set up: PhotonVPS Our BEAM (OpenVZ) plans are now INSTANT Setup!
23 hours ago • reply • retweet • favorite
Ron: I just checked but there was an issue with automated setup
So the orders are being processed manually
That's why your order wasn't done instantly
James Lassiter: ok So by 1300 hours tomorrow give or take?
Ron: You should get your VPS soon
We will email you
James Lassiter: Thanks Ron!
Good night
No here is where I start to take issue with the support staff responses. one before actually answering my question "Ron" states that all VPS installs take 12-24 hours please wait until that time. Then when I asked about the tweet that PhotonVPS.com made ( listed above) The tech "Ron" changes his answer about the reason for the delay. Just a few minutes after stating that the delay was due to fraud, on their end mind you, "Ron" stated that there was an issue with the automatic install and that "We will have our server soon"
So I waited until the morning. I was hoping to see the email about the completed install of the VPS in my in box but no dice. I logged back into PhotonVPS.com client area and checked the status of my ticket. The support ticket was put on hold and the status of the server install was still pending. I started my normal day expecting to hear something from PhotonVPS.com. @ 0951 02/24/12 PST I received a response to the support ticket I placed @ 1800 02/23/12, that is about 16 hours later. The response do not give me any details as to the status of the install or if there was an issue with the host machine, nothing really just this:
Ted Gomez
Staff02/24/2012 09:51
Hello,
We are in process and will send welcome mail.
Please wait for welcome mail.
Thank you
Regards,
Ted
Level 1 Engineer
You rated this response
Now I understand if there are issues on initial set up but that should be conveyed to the customer. I have a small hosting and design business and I would never leave a NEW client in the dark on the status of their product. If this is any indication of the level of support that PhotonVPS.com is will to give, then I would be better off looking elsewhere for a OpenVZ server.
Communication is key in business relationships. I know from my own mistakes your customer base only remembers what you did wrong last. Because they pay you with the expectation that the services works as advertised. If the communication states that the service is set up instantly, am I wrong to ask for that? If there is very little or non-informative communication should I take that as the standard for the services that PhotonVPS.com is willing to deliver.
So once again I am searching for a VPS in Southern California
Here is a review of Photon VPS.
I was searching for a OpenVZ VPS in LA California and found PhotonVPS.com. I saw some mixed reviews but you know how reviews go. I decided to give them a shot due to a few things my research turned up about them. The main selling point was a tweet by PhotonVPS.com on 02/22/12 stating:
20PhotonVPS @PhotonVPS;
Our BEAM (OpenVZ) plans are now INSTANT Setup!
I wanted to deploy a VPS server in LA quickly to start work on a project that I need to finish up.
So I ordered a server from PhotonVPS.com. I got the usual emails about the payment...I submitted my payment via PayPal.com and got the conformation f payment received. My day was busy so I moved on to the next item for day. I was expecting to see the the welcome email for the server any time now.
I was busy with some other projects and did not check the email until 3 hours later. Nothing from PhotonVPS.com. I navigated over to the client area and checked the status of the order. saw the status was still pending and I put in a support ticket asking for clarification of the install. 5 hours passed with no response, not unusual but a little worrisome. It has been 8 hours since payment was made and still no server and no response from PhotonVPS.com.
I went to the main site and found that live support was open. I started a live chat with Ron. in the chat window he was listed as a support operator. Here is a copy of the chat with Ron;
Ron Support Operator
Good
Ron: Hello James Lassiter. How may I help you?
James Lassiter: JaHowdy Ron. Question for you sir! I put in an order for a openVZ VPS about 8 hours ago. I thought forsure that it would be set up now. I put in a support ticket but have not been answered yet. Just looking for an install time frame for this VPS acount is under my name ***** ********* and the email is *****@*******.com
Ron: Please allow 12-24 hours for VPS setup as we manually process orders due to recent increase of internet fraud.
James Lassiter:OK I was confused by the tweet that stated instant set up: PhotonVPS Our BEAM (OpenVZ) plans are now INSTANT Setup!
23 hours ago • reply • retweet • favorite
Ron: I just checked but there was an issue with automated setup
So the orders are being processed manually
That's why your order wasn't done instantly
James Lassiter: ok So by 1300 hours tomorrow give or take?
Ron: You should get your VPS soon
We will email you
James Lassiter: Thanks Ron!
Good night
No here is where I start to take issue with the support staff responses. one before actually answering my question "Ron" states that all VPS installs take 12-24 hours please wait until that time. Then when I asked about the tweet that PhotonVPS.com made ( listed above) The tech "Ron" changes his answer about the reason for the delay. Just a few minutes after stating that the delay was due to fraud, on their end mind you, "Ron" stated that there was an issue with the automatic install and that "We will have our server soon"
So I waited until the morning. I was hoping to see the email about the completed install of the VPS in my in box but no dice. I logged back into PhotonVPS.com client area and checked the status of my ticket. The support ticket was put on hold and the status of the server install was still pending. I started my normal day expecting to hear something from PhotonVPS.com. @ 0951 02/24/12 PST I received a response to the support ticket I placed @ 1800 02/23/12, that is about 16 hours later. The response do not give me any details as to the status of the install or if there was an issue with the host machine, nothing really just this:
Ted Gomez
Staff02/24/2012 09:51
Hello,
We are in process and will send welcome mail.
Please wait for welcome mail.
Thank you
Regards,
Ted
Level 1 Engineer
You rated this response
Now I understand if there are issues on initial set up but that should be conveyed to the customer. I have a small hosting and design business and I would never leave a NEW client in the dark on the status of their product. If this is any indication of the level of support that PhotonVPS.com is will to give, then I would be better off looking elsewhere for a OpenVZ server.
Communication is key in business relationships. I know from my own mistakes your customer base only remembers what you did wrong last. Because they pay you with the expectation that the services works as advertised. If the communication states that the service is set up instantly, am I wrong to ask for that? If there is very little or non-informative communication should I take that as the standard for the services that PhotonVPS.com is willing to deliver.
So once again I am searching for a VPS in Southern California
I believe we have corrected this issue, perhaps updating this review?
Marketing representative (jimmy@p..., ).
Marketing representative (jimmy@p..., ).
78 out of 88 users found this review to be helpful!