Unreliable service, dismissive support, refund denied despite clear evidence
We upgraded from GetBlock’s free tier to a paid plan for use in a production environment. Within the same day, we began experiencing repeated 503 errors across multiple networks including Bitcoin Cash and Cardano, both during the day and overnight.
I logged every incident with timestamps and reported them to support. Instead of addressing my refund request directly, the first agent asked me to provide data that should already be available in their own infrastructure logs. I had to push multiple times just to get the conversation focused on the actual issue.
Hours later, a second agent responded with a breakdown claiming their service remained within SLA, citing a 99.89% success rate on Cardano and around 99.78% on Bitcoin Cash and noting they couldn’t reproduce some of the BCH errors I reported. Based on this, they denied the refund entirely.
Here’s the problem with that reasoning: when you’re running a production system and your node provider throws a dozen 503 errors across two networks in under 12 hours, “within SLA” is not a reassuring answer. A 99% SLA on shared nodes is already a low bar, and hiding behind it to deny a $49 refund to a new paying customer says a lot about how this company values its users.
We canceled our subscription the same day we started it and will also be filing a dispute with our bank. If you need reliable blockchain node infrastructure for anything beyond hobby projects, I would recommend looking elsewhere.
Resposta da GetBlock
Hi, Doruk.
Thank you for taking the time to share your feedback — we truly appreciate it.
We’re sorry to hear that your experience didn’t meet expectations, especially during a production use case. We understand how important stability is, and even a small number of errors can be frustrating in such scenarios.
Our team reviewed the situation based on the available data and internal monitoring. While the service remained within SLA, we recognise that this may not fully reflect the experience from your side.
To resolve the situation, we’ve issued a full refund.
We value all feedback, as it helps us improve both our product and the way we support our users. If you decide to explore our services again in the future, we’d be glad to assist in finding a setup that better fits your needs.
— GetBlock Team
