LowPingGameServers.com - Why To AVOID Them

[Pedro-NF]

After last night's problems with our current host, LowPingGameServers.com, as I wrote in the chat box, I was already chosing another host for the server. I just got to the computer and was surprised by this ticket reply from one of the current owners, William Ellis:

Pedro instead of posting on your forum about how our tech guy is a moron I can refund your money and terminate your account for you right now. If your server is not running then ftp access would not work either. You say support and service has gone down hill while our sales are up 75 % more than the previous owner. That doesn't happen by providing crappy services. I get a little pissed off when people posts false comments about our services.

Best Regards,
William Ellis
Dedicated Sales Administrator
Systems Administrator

Lowpinggameservers.com


Hahaha! So they have been spying on us and I seem to have hit a nerve with what I wrote. Here is the complete ticket for you to get the whole picture:

View Ticket #810769 Department Date Subject Status Urgency
Support 06/22/2011 20:01 An error occurred while starting the game server Customer-Reply High

TCAdmin User Name:

Pedro Corbett
Client 06/22/2011 20:01

An error occurred while starting the game server.
Wolfenstein: Enemy Territory 40 Slots
Connection Info: 206.217.129.82:27960
FTP: 206.217.129.82:21
Status: Unknown

* * *

Can't login via FTP either.
----------------------------

IP Address: 189.1.52.80


Trevor Yagelniski
Staff 06/22/2011 20:32

The Datacenter is have a few network problems, we will keep you updated as we learn more

Thanks
_____________________
Trevor Yagelniski
Operations / Systems Manager
Low Ping Game Servers

William Ellis
Staff 06/23/2011 10:38

Pedro instead of posting on your forum about how our tech guy is a moron I can refund your money and terminate your account for you right now. If your server is not running then ftp access would not work either. You say support and service has gone down hill while our sales are up 75 % more than the previous owner. That doesn't happen by providing crappy services. I get a little pissed off when people posts false comments about our services.

Best Regards,
William Ellis
Dedicated Sales Administrator
Systems Administrator

Lowpinggameservers.com

Pedro Corbett
Client 06/23/2011 15:24

Well, not only your tech guy, but you are a moron too, from your replies to all my tickets the past months about lag issues and the email messages saying "your game server is not responding", suggesting to "switch the server to another machine, that sometimes helps". When I questioned you if the current machine was overloaded, you denied it, so there would be no point in switching and having to change the server's IP then. You have no clue of what you're talking about and apparently jumped on the game server bandwagon with very little knowledge of the technical side of things. Not to mention that your "expert" has problems writing English properly - "The Datacenter is have a few network problems, we will keep you updated as we learn more" - "IS HAVE"?

LowPigGameServers WAS the best GSH around, WHEN Andy was onboard. Since he sold it, service quality HAS gone downhill. Luckily for him, he was smart enough to ask the PBBans admins to remove all previous posts about LPGS from the PBBans forums when he made the sale. I was already considering signing up with with another host today, but you've made my decision for me. I don't give a damn about the money, so if you could show a minimum level of respect for a long time customer and keep the server active till the end of the currently paid for term so I can transfer my users to the new IP, I wouldn't thank you very much - it would be no more than your moral obligation. If not, just shut it down, refund the money and GO TO HELL.


So, as I wrote, they've made the decision for me. We're gonna move to a decent company and there may be some downtime, so keep watching this topic for more info.

[Crystal]

Hmm you would think as a "Dedicated" Sales Administrator, You would do just about anything to make your paying clients happy and not violate user privacy by spying on them.. If I were this persons boss, I would fire him on the spot.

[Pedro-NF]

Trevor Yagelniski
Staff 06/23/2011 15:43

Pedro,

After reading your post on your forums about myself as well as the service that my company provides I see a few things that are wrong with what you think

First there was a networking problem with our host at 5 different data center locations last night, this was out of our control. this company that had the problem is the company that we colocate are severs with, as I said earlier we had 9 servers last night in 5 locations that where not reachable. The servers where running the whole time just no connection could be made.

Second

Your facts about who owned LPGS are all wrong

There was 3 owners 2 sold out. I have been here since day 1, the name was my idea if you must know

I am pretty sure that my knowledge about game and dedi servers if far more in depth then you would like to believe, I find it funny how you make it sound like we are the bad guys and there is nothing that you can do to be wrong. Maybe you are trying to be a hero with your clan. Who's to say but I will say this.

As per our TOS we are canceling your service(s) due to your poor attitude towards my staff and myself


This is a name I will remember. Maybe posting the reasons why the two other owners sold out would be interesting...

[Pedro-NF]

Be careful, there's 1 guest browsing this forum (I wonder who that might be...), he might wanna terminate you too...

[Pedro-NF]

And he is fast too, the server is already offline!!! Luckily, I downloaded the players XP and skills database as soon as I got his first reply. That's what I call a "fuck the customers" policy.

18:07:03 Status: Connecting to 206.217.129.82:21...
18:07:03 Status: Connection established, waiting for welcome message...
18:07:03 Response: 220 TCAdmin FTP Server
18:07:03 Command: USER 000242
18:07:04 Response: 331 User name okay, need password.
18:07:04 Command: PASS ***************
18:07:06 Response: 500 User '000242' or password is not valid.
18:07:06 Error: Critical error
18:07:06 Error: Could not connect to server

[Crystal]

money -- http://forums.lowpinggameservers.com/

[qu4s3n4d4]

This guy is a real moron, instead of doing his best to solve the problem as fast as he could, he wasted time coming here to read what we were saying and then sent you an stupid reply... I really don't know how could he raise his selling with this kind of relationship he has with his clients...

=[

[Crystal]

And he is fast too, the server is already offline!!! Luckily, I downloaded the players XP and skills database as soon as I got his first reply. That's what I call a "fuck the customers" policy.

18:07:03 Status: Connecting to 206.217.129.82:21...
18:07:03 Status: Connection established, waiting for welcome message...
18:07:03 Response: 220 TCAdmin FTP Server
18:07:03 Command: USER 000242
18:07:04 Response: 331 User name okay, need password.
18:07:04 Command: PASS ***************
18:07:06 Response: 500 User '000242' or password is not valid.
18:07:06 Error: Critical error
18:07:06 Error: Could not connect to server

OMG, If I would have lost all my fucking XP (which I have earned by over a year of killing faggots)I would have called a nut jihad.

Calm yourself, take a cold shower. you should have more faith in Pedro to save our stuff.

[jakeson]

Wow, I do not believe their first response. I deal with the public on a daily basis, and have never responded to a complaint like that guy did. "Moron" seems like a warm greeting from a dear friend compared to some of the things that I have been called.
If you're reading this, William Ellis, I offer you my services for your complaint dept. I don't take even viscious critism personally and have proven myself more than capable of responding to any difficulty in a calm and professional manner. If I were the one to handle this situation, you may have still lost the account. But, anyone who read this would see your company as being a "class act".
Regardless, I have a couple of tips for future issues.
1) Sales figures mean little without retention rates to compare them with.
2) Never, NEVER, NEVER use curse words with any customer no matter how many they use on you. Even in reference. Never!
3) The customer is ALWAYS right...even when they are not. Never argue. Accept responsiblity and ensure the customer that you will fix the issue. Even, if you are not at fault, it is your duty to find a solution.
4) (This is for Trevor) Never terminate an account that is not in default. Offer options that allow the possibility of future intercourse.

Example:

Mr. Corbett,
I apologize for the difficulties you have been experiencing with your account. We value you as a customer and will do our best to rectify this issue. We have had some difficulty with connections to our servers and are activley working with those responsible to ensure a pleasurable gaming experience for everyone. Your patience in this regard is very much appreciated.

Sincerely,......

Like I said this account was most likely going to end no matter what. As a business you have to be seen to be professional in all matters. Let the other guy be the "jerk". Everytime, no exceptions. Ever!

If you cannot disconnect from your emotions, hire someone who can. It will pay-off in the long run.

Hope you read this,
jakeson

[Rumple-teaser]

somebody needs to post this thread including jakeson's post in their website testimonials probably won't stay up long but i think they'll get the message

[Crystal]

I would just like to point out, that I read their TOS word for word. The sentence they are saying was in the TOS, wasn't there until AFTER the post was made on their testimonial page. "Any abuse of our staff in any medium or format will result in the suspension or termination of your services." <-- If you look at their TOS it was even put at the very bottom because they were too lazy to find a proper spot for it. Also unless specifically said otherwise, they don't have the right to change the TOS without telling their customers.

Clearly this company is not worth any business given to them. If they concerned themselves less about someone calling them out, and more about their legal services, they might actually make more profit rather than losing it.

[jakeson]

Nice work, Crystal.

[Rumple-teaser]

apparently my copy paste didn't sit well with ole trevor. he locked it but i started a new one quoting what Crystal discovered about adding that to their TOS after my post

[Crystal]

apparently my copy paste didn't sit well with ole trevor. he locked it but i started a new one quoting what Crystal discovered about adding that to their TOS after my post

i think its funny that they said the last time it was updated (modified) was 7/7/2010... clearly they think we are stupid. Just because they added that text to it, doesn't mean that it is truthful...

[jakeson]

Newest version of lowping TOS:

Our Candy Ass Staff will not be abused by anyone. As it takes several grief counselors to deal with even the slightest critisim to one of our "special needs" employees, We have decided that our time is best spent in prevention. To this end we troll the interwebs looking for any negative (percieved or otherwise) comment. Anyone caught with a negative comment will be told to go to one of our many competitors for their server needs. Remember our Candy Ass motto: We could work harder to be a better company, but we won't.

[Crystal]

Newest version of lowping TOS:

Our Candy Ass Staff will not be abused by anyone. As it takes several grief counselors to deal with even the slightest critisim to one of our "special needs" employees, We have decided that our time is best spent in prevention. To this end we troll the interwebs looking for any negative (percieved or otherwise) comment. Anyone caught with a negative comment will be told to go to one of our many competitors for their server needs. Remember our Candy Ass motto: We could work harder to be a better company, but we won't.

Nice.

[Pedro-NF]

OK people, the MORONS at LPGS made us drop from the 45th position on the ET server ranking to the 2456th (hahahaha) with their unprofessional attitude. So let's get on the new server and climb back up!

By the way, there has been no refund from them, so I opened a PayPal dispute requesting 3/4 of the last payment I made. The server was paid for the period between 15 June 2011 and 14 July 2011, and they had their hysterical fit on 23 June 2011, so we used roughly 1/4 of the paid for term.

That's not even pocket change for me, so if they don't settle the dispute or PayPal decides against me, they can keep my donation and use it to store some food - we don't want their families to starve, because living on unemployment money is rather tight.

[Pedro-NF]

LowPingGameServers refused to make the partial refund of the money I had requested and escalated the case from a dispute to a "PayPal claim". That means PayPal would investigate the case and decide. They already did, and didn't even seem to have read my dispute's arguments carefully. I wrote:

"Payment was made for one month's term, on 15 June 2011. The seller unilaterally suspended the service on 23 June 2011 after a complaint by me about the bad quality of their services. I request a pro-rated refund for the period of time the service should have been provided and will not be, relative to 3 weeks of service."

They decided to close the case and not to force the seller to make the refund not based on the arguments, but only because of the word "quality" in my text. PayPal: "our dispute policies (...) do not apply to the quality of the items sold". It seems like a bot analyzed the case. I'm gonna start another dispute rephrasing the text and omitting the word "quality".

[Pedro-NF]

Damn, they won't let me start a new dispute for the same transaction.

[qu4s3n4d4]

that's the most stupid thing i ever saw, the problem wasnt the complaint about the quality, but the break of the contract by the other part... those guys at paypal must be more dumb than the ones that works for the old server...