OVHcloud - Germany Opiniões 44

Resposta da OVHcloud - Germany

8/04/2024

Hello Oliver,

We sincerely apologize for the unfortunate situation you experienced. It deeply saddens us to hear about your dissatisfaction because delivering this level of service is not up to our standards. We genuinely hope that such issues won't arise again in the future as we are committed to making improvements.

Taking this opportunity, I would like to kindly ask for more details regarding your account and thoroughly investigate the matter. Rest assured, we are dedicated to finding a suitable resolution. To proceed, could you please provide your OVHcloud username (aa0000-ovh or 0000-0000-00) and the associated email address?

ViniL

Resposta da OVHcloud - Germany

29/01/2024

Hello Maksym,

Thank you for taking the time to share your feedback on OVHcloud. We truly appreciate your honest evaluation and constructive comments. Your insights help us identify areas for improvement and ensure a better experience for all our users.

We are glad to hear that you find our servers stable with an acceptable ping, and we are committed to maintain and improve this level os service. Your acknowledgment of our good documentation and flexible server configuration is encouraging, and we'll continue to enhance these aspects to meet your expectations in the future.

We understand your concerns about the network allocation for dedicated servers and the speed of our support. We are actively reviewing these issues to address any unknown problems with ping and improve our support responsiveness. Also, your suggestion regarding the network speed and pricing is duly noted.

We apologize for any inconvenience caused by the limitations of our firewall, and we appreciate your feedback on the need for more rules and the ability to use port ranges. We are actively exploring ways to enhance our firewall capabilities to better meet the security requirements of our users.

Regarding the DDoS protection, we are taking your observations seriously and investigating the reported issues.

Your feedback is instrumental in our commitment to providing a high-quality service, and we are dedicated to earning your trust. If you have any further details or specific incidents you'd like to share, please feel free to contact us directly at help.ovhcloud.com or at X (@ovh_support_en).

Once again, thank you for your time and effort in sharing your thoughts with us. We look forward to implementing improvements based on your valuable feedback.

Have a great one,
VinL

Resposta da OVHcloud - Germany

Actualizada a 20/12/2023

Hello Josef,

We really do apologize for this situation you had to face and honestly it's sad for us to hear such a thing from you, because this is not the type of service/support we expect to provide. We do hope that in future, you won't have to go through this issue again as we will take the chance to improve.

Taking this opportunity, I would like to request more information about your account and review in detail the case, and of course, provide an alternative solution. You have received a request, please, answer this request with your OVHcloud (aa0000-ovh or 0000-0000-00) and e-mail of your OVHcloud account.

EDIT : 08/12/2023 14:44

After analyzing your tickets, I see that you made your request on the day of renewal of your services.
The cancellation of the renewal of services must be carried out in your customer area before the scheduled due date.

This guide explains how terminating services works:
https://help.ovhcloud.com/csm/de-billing-how-to-cancel-services?id=kb_article_view&sysparm_article=KB0042816#wie-kann-ich-ein-subscription-kundigen

Regarding the right of withdrawal, this only applies to an order. Cancellation does not apply to renewals.

I am sorry about the situation. In this specific case, the issued invoice remains due. You can nevertheless create a complaint ticket from your customer area, in order to explain the situation.

EDIT 20/12/2023 14:25

Thanks for your precisions.
I would like to point out that my objective is not to point out anyone at fault.
My analysis consists of providing you with an answer relating to your right of withdrawal.

The right of withdrawal applies only to individuals and applies only to new orders. You cannot therefore argue:
- for renewals;
- if your OVHcloud customer account is different from Private.

This information is available on our documentation:
https://help.ovhcloud.com/csm/en-gb-billing-managing-ovh-orders?id=kb_article_view&sysparm_article=KB0042881#apply-the-right-of-withdrawal

Please note that you can also create a complaint request from your customer area, if you do not agree with this procedure.

Have a nice day.
Homéfa S.