Hey all.I just wanted to post my thoughts and experiences with Platinum Server Management.I have been with them for one month now and I only have good things to say about them. When I first signed up, they had my account activated within 2 hours. All tickets I opened through out the month were responded to within one hour, no matter when I opened the ticket (day or night). Most of the issues were resolved within the first reply so I never had to wait for an issue to be resolved. Plus, for $29 a month, the service is amazing! You could easily pay $100 or more for the same service elsewhere!Keep up the great work PSM!they were offering great service, and i'm still customer with them , but since several month ago you have to wait more then 48 hours and sometimes more to be able to add an IP, and to be honest also when you submit an easy request you have always a speed answer and a fast help, but when you have a serious problem like a hack per exemple you have to wait hours to reply to your tickets and when they reply they told you we will kook at it shortly and then you will have to wait hours and hours to hope that the probleme will be solved.
Honestly I'm a customer with them since 4 years, and i see that their service since 7 or 8 month is really different from what it was before.they were offering great service, and i'm still customer with them , but since several month ago you have to wait more then 48 hours and sometimes more to be able to add an IP
That is a sales issue, not a support issue. As stated on our web site, sales requests are processed during traditional business hours only. Sales inquiries are not handled by technicians, therefore are no reflection of our support service.
, and to be honest also when you submit an easy request you have always a speed answer and a fast help, but when you have a serious problem like a hack per exemple you have to wait hours to reply to your tickets and when they reply they told you we will kook at it shortly and then you will have to wait hours and hours to hope that the probleme will be solved.
I looked through your tickets for the past 3 months and have not seen any tickets that have ever exceeded our SLA response or resolution guarantee, not even one, and not even by a minute. If you feel any have, then please contact me directly and tell me, but I have not been able to find any.
Honestly I'm a customer with them since 4 years, and i see that their service since 7 or 8 month is really different from what it was before.
It's sad to see that if you were satisfied for the first 3 years that you never posted a single comment about us, but then when you have a problem you go tell the world. It's even more disturbing since you are an active reseller of our service, why you would be telling others that are service isn't good when you have us serving your own customers! Within the last 8 months, you have added several new servers to our service, the most recent was less then a month ago. So if our service didn't meet your standards in the last 8 months then it doesn't make sense why you would have added "more" servers to our service.First PSM ROCKS!! Now I have been their customer for about a year and I have been extremely satisfied with their service, especially their support. I'm sometimes speechless because I'll open a ticket and I'll go back to check about an hour later and it's all completed and fixed.Just as of recently I had one of my hardrives crash on me
but as soon as my data center replaced it platinumservermanagement was to my rescue on getting all my data restored and now all my customers were happy again 
Thanks guys, you guys do a great job!These guys rock. I have been with them for over 1 year. They monitor my servers and when one it's down, they request the reboot.Also, every time I need something installed, removed, configured, etc on the server, they get it done in no time. A couple of times I had problems with the mysql, they fixed it in a very efficient way.What a shame I still have not found a service like theirs for my windows servers. hello once again I don`t want you to take it personal, it`s my personal impression when I compare your service before and your service now, and I`m forced to say that their is a big difference, if you check my tickets you can see several tickets that i`ve closed by myself after resolving it by myself after waiting you several hours.
However all what I ask is to have the same good service that I had before, and beeive me I`ll be really happy if what i`ve said before was baised on wrong impressionPSM has a good reputation here and I guess they get lot's of customers through WHT (me included). Is it possible that their ticket load may be too high? Too many people signing up with problems but yet the personnel stays the same?We use Platinum Server Management and we have never had a problem with them. They are always on top of things. Great company!!PSM has a good reputation here and I guess they get lot's of customers through WHT (me included). Is it possible that their ticket load may be too high? Too many people signing up with problems but yet the personnel stays the same?
1 person saying they don't get responses fast enough is not an indication that we are overloaded. Everyone else, including yourself, has highly praised us in this thread as well as all other threads.
Keep in mind, we provide support to over 2,500 servers. So if we really were overloaded or provided the unsatisfactory level of service he is saying, there would be "plenty" of people jumping at the chance to complain.
We are not overloaded at all, and proof of this is the simple fact that out of the thousands of tickets we process per month, not a single ticket (even including all his tickets) ever exceeds our SLA guarantee.PSM kicks butt. I have never had an issue with them and tickets are always answered quickly and resolved quickly.In my experience with PSM they are surely overloaded and the reply most times will focus just to extent the time required to solve an issue, but for normal problem they reply quickly. We had their service for about 1 year but now we moved to other companyWe had their service for about 1 year but now we moved to other company
Which company did you move to?In my experience with PSM they are surely overloaded and the reply most times will focus just to extent the time required to solve an issue, but for normal problem they reply quickly.
We had their service for about 1 year but now we moved to other company
I'm sorry to hear this but I don't know who you are so I don't know what transpired specifically with your account. Please PM me your username so I can see what transpired.
However, I do know that we have not had ANY tickets for any user ever exceed our response/resolution guarantee in a very long time. This means that we are delivering exactly what we guarantee, and are not overloaded. If tickets exceeded our guarantee then that's a different story, but that is not happening, so there is no backing to the claim that we are overloaded. As you may see in other threads sometimes, people say they had to wait a few hours for a reply and consider that slow and a sign of being overloaded, which is absurd.
If we were truly overloaded, then you would see tickets exceeding our guarantee, and you would also see plenty of complaints about this. To the contrary, tickets never exceed our guarantee, and there are plenty of posts saying our responses are fast.You want me prove this ? Any how PSM have good confidence in the customer area so i dont want to make anything fatal to it, any one can judge with the time prolonging if they are with PSM for about an year, nowadays what i feel personally is the questions are answered in a manner that the load is reduced and the ticket is prolonged,HiI have been with PSM for about 8 months now.And I'm really happy with their help and support.all tickets get respond at a very good time.and for those who didn't try PSM, they have an option where you can set this ticket as emergency. and from my experience with them emergency tickets get respond after a few minutes. thank you all.they have an option where you can set this ticket as emergency. and from my experience with them emergency tickets get respond after a few minutes
When I log into my account I read the following:
>> Do not submit a ticket with Emergency status unless a service is down. <<
>> Do not submit a duplicate ticket for an issue already in Open. <<
>> Do not open a new ticket asking for a status of an existing ticket in progress. <<
Failure to comply with the above instructions for any reason will result in account limitationsHi
I have been with PSM for about 8 months now.
And I'm really happy with their help and support.
all tickets get respond at a very good time.
and for those who didn't try PSM, they have an option where you can set this ticket as emergency. and from my experience with them emergency tickets get respond after a few minutes.
thank you all.
Thanks very much for your compliments
When I log into my account I read the following:
>> Do not submit a ticket with Emergency status unless a service is down. <<
>> Do not submit a duplicate ticket for an issue already in Open. <<
>> Do not open a new ticket asking for a status of an existing ticket in progress. <<
Failure to comply with the above instructions for any reason will result in account limitations
I'm not sure what you are trying to point out in response to Hawi's comments. He said that emergency tickets are responded to within minutes, which is true.
It is correct that emergency tickets are usually responded to within minutes just like 'Hawi' said, and it is also correct that we only accept emergency tickets for true emergencies.
If you have a true emergency, then absolutely you should submit an emergency ticket. Otherwise, we ask that you do not submit an emergency ticket for a general problem.
This is in fairness to everyone to make sure that everyone will get emergency support when they truly need it. If we accepted an emergency ticket for any issue, it would wind up delaying true emergencies.
This is the same policy that every datacenter, host and support company has that I have seen. I've seen many datacenters even impose monetary fines for using the emergency option for non-emergencies. I don't know anyone that would accept an emergency ticket for a general question.
This is the same logic why the police have 911 for emergencies and a regular number for non-emergencies. If you dial 911 and ask a general question, they will tell you to hang up and call the regular non-emergency number. Emergencies get prioritized, and it's not fair if true emergencies got pushed aside for a general question just because someone feels like abusing the emergency option.Sorry to use this thread, but can you come on AIM on ServerManagement now? I would like to discuss a few things. Thanks!Sorry to use this thread, but can you come on AIM on ServerManagement now? I would like to discuss a few things. Thanks!
Our support is only provided through our helpdesk, so our IM is only available when our techs aren't busy since we do not provide support over IM. The best way to reach us for general questions is via email, that way depending on what questions you have we can have the most appropriate person answer it.I'm not sure what you are trying to point out in response to Hawi's comments. He said that emergency tickets are responded to within minutes, which is true.
I had the feeling that he was saying that we should set the status of the ticket to emergency if we want a quick response.Suppose if the server is down or if the server need immediate attention how to raise a emergency ticket, we had raised the tickets but we found that the emergency and normal tickets resolution will have only one or two min differenceCheck out their TOS.
Perhaps this explains why there's no criticism here:
"We have a zero tolerance policy for posting negative feedback on any public location about our company and/or our employees before submitting a ticket to our Feedback department to discuss your issue will result in immediate account termination without any refund."
Or how about this open path to your bank account?
"If you dispute a charge to your credit card issuer that, at Platinum Server Management, Inc.'s sole discretion is a valid charge under the provisions of our TOS, you agree to pay Platinum Server Management, Inc. an "Administrative Fee" of $100 per dispute."
Or their position on customer rights?
"Accounts may be terminated for any or no reason at all without any prior notice to the customer."
There are lots of good folks providing competent technical service and they don't seem to need clauses like these.
Just a thought,
Aza D. ObermanCheck out their TOS.
You have never used our service, so I'm not sure what your motive is by posting the "same" thing in every recent thread about us.
Every company has a right to make up their own terms of service with whatever terms they want (as long as they do not break any law). Our terms of service has been reviewed by our attorney and it does not break any laws. As stated at the bottom of our TOS, if you do not agree to our TOS, then simply do not signup.
The terms of our TOS are all intended to create a "fair" ground for our customers and us. There is nothing that is one-sided or unreasonable.
Perhaps this explains why there's no criticism here:
"We have a zero tolerance policy for posting negative feedback on any public location about our company and/or our employees before submitting a ticket to our Feedback department to discuss your issue will result in immediate account termination without any refund."
We absolutely never say our customers are not allowed to post feedback. You left out the next line of that paragraph where it clearly says it is your right to post anything anywhere you want. All we are saying is that if you have a problem, we expect you to come to us first to discuss it. This is a completely fair and reasonable expecation that ANY business expects.
Or how about this open path to your bank account?
"If you dispute a charge to your credit card issuer that, at Platinum Server Management, Inc.'s sole discretion is a valid charge under the provisions of our TOS, you agree to pay Platinum Server Management, Inc. an "Administrative Fee" of $100 per dispute."
Again, we never say you can not dispute a charge. All we say is that if you have a billing dispute, just contact us first, that's all. Don't run to your credit card company without even asking us. Again, this is a completely reasonable expectation that ANY business would have. It's even the expactation that every credit card company has as well. Some people feel it's easier to just click the "dispute charge" link instead of contacting the merchant, without realizing (or caring) that it hurts the merchant. So we are just saying to contact us first with any problems you have.
Or their position on customer rights?
"Accounts may be terminated for any or no reason at all without any prior notice to the customer."
This is standard TOS jargon. This line or a similar line with the same meaning is in every TOS that I have seen, and it is a standard legal formality. It is more commonly in the form of "We reserve the right to remove any account without prior notice", and if you search that phrase on google you will see just how many TOS have that included
<!-- m --><a class="postlink" href="http://www.google.com/search?q=We+reserve+the+right+to+remove+any+account+without+prior+notice&hl=enFirst">http://www.google.com/search?q=We+reser ... hl=enFirst</a><!-- m --> of all I'm a procurement agent for a avonics and broadcast systems firm. I recently reviewed options for outsourcing support for our dedicateds and opted not to purchase for PSM because of what I regard as draconian terms of service.
I posted so some other threads (including, embarassingly enough, a mis-post to the wrong thread), but what I posted was germain and tailored to contribute constructively to the intended thread -- not a voluminous cookie cutter response.
But what's most bothersome is this notion that words mean what the author says they mean, nothing more and nothing less. It makes me feel like Alice in Wonderland.
So "a zero tolerance policy for posting negative feedback" really means "we will make every effort to resolve any problem you may have and urge you to talk to us before authoring public criticism"?
Or "at Platinum Server Management, Inc.'s sole discretion" really means the customer will be charged an additional $100 only if "Platinum Server Management, you, and your credit card company agree that the challenged charge was valid."
English is a complex language. Even the framers of the US Constitution managed to make a word salad and grammatical train wreck out of the second amendment.
But that still doesn't mean I have to buy into the vendor's informal representations when I know full well that it will be the print that rules when push comes to shove.
Perhaps it's because I read fine print for a good living, but I still maintain that in aggregate this Platinum Server Management TOS is onerous and justifies our firm's decision to seek support elsewhere.
AzaWhich company did you move to?
We are now with dedicatedplace.com, happy with them even though they are small team, i am getting replies within 1 hour, solution for that within 4-6 hours for my issues ( i can give proof for this)Check out their TOS.Perhaps this explains why there's no criticism here:"We have a zero tolerance policy for posting negative feedback on any public location about our company and/or our employees before submitting a ticket to our Feedback department to discuss your issue will result in immediate account termination without any refund."Or how about this open path to your bank account?"If you dispute a charge to your credit card issuer that, at Platinum Server Management, Inc.'s sole discretion is a valid charge under the provisions of our TOS, you agree to pay Platinum Server Management, Inc. an "Administrative Fee" of $100 per dispute."Or their position on customer rights?"Accounts may be terminated for any or no reason at all without any prior notice to the customer."There are lots of good folks providing competent technical service and they don't seem to need clauses like these.Just a thought,Aza D. ObermanNothing new there. I have more or less same statements in my TOS too. I assume many online service providers have TOS of same sort.Did I add them to abuse my customers? To have fun with cancelling their accounts for no reason? Nope!If I had a cookie shop, I won't need a TOS at all, because my customer will enter to my shop in person, pay in cash, gets his/her cookie and exits, and that is the end of my business relation with that customer.However as an online service provider, I have to deal with 10s of crackheads on daily basis. They are using false information, stolen credit cards, uploading illegal files etc. etc. I have to put my company to the strongest position to deal with them. To protect myself, and my legitimate customers.To see that PSM have those contiditons makes me feel even safer with them...Just my 2 yens.Honestly, "ServerManagement" your responses hurt your company more than anything. Most people on this forum know you offer a great product, the only thing I see negative about your company is your very blunt responses to any/all threads that hint at being negative towards your company...very unprofessional.
P.S. We have used PSM before and they REALLY do offer a great product.
I've made the mistake once of going off on a customer...and will tell you from experience, it's never a good idea. NEVER. Just my advice... however I am sure your response to this post will be just as strong as your responses to everything else.Honestly, "ServerManagement" your responses hurt your company more than anything. Most people on this forum know you offer a great product, the only thing I see negative about your company is your very blunt responses to any/all threads that hint at being negative towards your company...very unprofessional.
I agree with you on this Zeniors.com! I also noticed that PSM is trying to defend themselves against all negative posts. But I don't think that you can defend yourself against every negative comment. There will always be people that are not happy with your service whatever you do. You guys are doing a terrific job and every one knows it!We are now with dedicatedplace.com, happy with them even though they are small team, i am getting replies within 1 hour, solution for that within 4-6 hours for my issues ( i can give proof for this)
Did I read it correctly on their site? Are they offering server management for $30 / month? Oh boy, PSM is getting some serious competition here!!I agree with you on this Zeniors.com! I also noticed that PSM is trying to defend themselves against all negative posts. But I don't think that you can defend yourself against every negative comment. There will always be people that are not happy with your service whatever you do. You guys are doing a terrific job and every one knows it!Can you tell me what you would do, if you have a valid point to defend your company?They clearly promise 6 hours respond and 24 hours resolution time. If your tickets are resolved within 24 hours, you have no valid grounds to make negative posts. Simple as that!Hello to all I participated with them three hours before I say quite frankly I did not find lower prices compared them with the services they provide, and I hope that they will activate service with me RegardsPSM - I have gone back and forth with PSM.Ethan is a great guy - and has grown this organization very well.What I have found is PSM is quick to tell you what is covered and what is not.I think the issue with many who are "not happy" really comes down to the fact they want something done that PSM is not willing to perform.Funny - I was once there myself.Ethan - please install this software called ItWontEverWork version 1.1 for me :-=)I often wonder how they can afford to give the service they do @ the price.I have used them on occasion - and still refer clients to them direct.Don't resell - as its just not worth it for us @ present.
Honestly I'm a customer with them since 4 years, and i see that their service since 7 or 8 month is really different from what it was before.they were offering great service, and i'm still customer with them , but since several month ago you have to wait more then 48 hours and sometimes more to be able to add an IP
That is a sales issue, not a support issue. As stated on our web site, sales requests are processed during traditional business hours only. Sales inquiries are not handled by technicians, therefore are no reflection of our support service.
, and to be honest also when you submit an easy request you have always a speed answer and a fast help, but when you have a serious problem like a hack per exemple you have to wait hours to reply to your tickets and when they reply they told you we will kook at it shortly and then you will have to wait hours and hours to hope that the probleme will be solved.
I looked through your tickets for the past 3 months and have not seen any tickets that have ever exceeded our SLA response or resolution guarantee, not even one, and not even by a minute. If you feel any have, then please contact me directly and tell me, but I have not been able to find any.
Honestly I'm a customer with them since 4 years, and i see that their service since 7 or 8 month is really different from what it was before.
It's sad to see that if you were satisfied for the first 3 years that you never posted a single comment about us, but then when you have a problem you go tell the world. It's even more disturbing since you are an active reseller of our service, why you would be telling others that are service isn't good when you have us serving your own customers! Within the last 8 months, you have added several new servers to our service, the most recent was less then a month ago. So if our service didn't meet your standards in the last 8 months then it doesn't make sense why you would have added "more" servers to our service.First PSM ROCKS!! Now I have been their customer for about a year and I have been extremely satisfied with their service, especially their support. I'm sometimes speechless because I'll open a ticket and I'll go back to check about an hour later and it's all completed and fixed.Just as of recently I had one of my hardrives crash on me
but as soon as my data center replaced it platinumservermanagement was to my rescue on getting all my data restored and now all my customers were happy again Thanks guys, you guys do a great job!These guys rock. I have been with them for over 1 year. They monitor my servers and when one it's down, they request the reboot.Also, every time I need something installed, removed, configured, etc on the server, they get it done in no time. A couple of times I had problems with the mysql, they fixed it in a very efficient way.What a shame I still have not found a service like theirs for my windows servers. hello once again I don`t want you to take it personal, it`s my personal impression when I compare your service before and your service now, and I`m forced to say that their is a big difference, if you check my tickets you can see several tickets that i`ve closed by myself after resolving it by myself after waiting you several hours.However all what I ask is to have the same good service that I had before, and beeive me I`ll be really happy if what i`ve said before was baised on wrong impressionPSM has a good reputation here and I guess they get lot's of customers through WHT (me included). Is it possible that their ticket load may be too high? Too many people signing up with problems but yet the personnel stays the same?We use Platinum Server Management and we have never had a problem with them. They are always on top of things. Great company!!PSM has a good reputation here and I guess they get lot's of customers through WHT (me included). Is it possible that their ticket load may be too high? Too many people signing up with problems but yet the personnel stays the same?
1 person saying they don't get responses fast enough is not an indication that we are overloaded. Everyone else, including yourself, has highly praised us in this thread as well as all other threads.
Keep in mind, we provide support to over 2,500 servers. So if we really were overloaded or provided the unsatisfactory level of service he is saying, there would be "plenty" of people jumping at the chance to complain.
We are not overloaded at all, and proof of this is the simple fact that out of the thousands of tickets we process per month, not a single ticket (even including all his tickets) ever exceeds our SLA guarantee.PSM kicks butt. I have never had an issue with them and tickets are always answered quickly and resolved quickly.In my experience with PSM they are surely overloaded and the reply most times will focus just to extent the time required to solve an issue, but for normal problem they reply quickly. We had their service for about 1 year but now we moved to other companyWe had their service for about 1 year but now we moved to other company
Which company did you move to?In my experience with PSM they are surely overloaded and the reply most times will focus just to extent the time required to solve an issue, but for normal problem they reply quickly.
We had their service for about 1 year but now we moved to other company
I'm sorry to hear this but I don't know who you are so I don't know what transpired specifically with your account. Please PM me your username so I can see what transpired.
However, I do know that we have not had ANY tickets for any user ever exceed our response/resolution guarantee in a very long time. This means that we are delivering exactly what we guarantee, and are not overloaded. If tickets exceeded our guarantee then that's a different story, but that is not happening, so there is no backing to the claim that we are overloaded. As you may see in other threads sometimes, people say they had to wait a few hours for a reply and consider that slow and a sign of being overloaded, which is absurd.
If we were truly overloaded, then you would see tickets exceeding our guarantee, and you would also see plenty of complaints about this. To the contrary, tickets never exceed our guarantee, and there are plenty of posts saying our responses are fast.You want me prove this ? Any how PSM have good confidence in the customer area so i dont want to make anything fatal to it, any one can judge with the time prolonging if they are with PSM for about an year, nowadays what i feel personally is the questions are answered in a manner that the load is reduced and the ticket is prolonged,HiI have been with PSM for about 8 months now.And I'm really happy with their help and support.all tickets get respond at a very good time.and for those who didn't try PSM, they have an option where you can set this ticket as emergency. and from my experience with them emergency tickets get respond after a few minutes. thank you all.they have an option where you can set this ticket as emergency. and from my experience with them emergency tickets get respond after a few minutes
When I log into my account I read the following:
>> Do not submit a ticket with Emergency status unless a service is down. <<
>> Do not submit a duplicate ticket for an issue already in Open. <<
>> Do not open a new ticket asking for a status of an existing ticket in progress. <<
Failure to comply with the above instructions for any reason will result in account limitationsHi
I have been with PSM for about 8 months now.
And I'm really happy with their help and support.
all tickets get respond at a very good time.
and for those who didn't try PSM, they have an option where you can set this ticket as emergency. and from my experience with them emergency tickets get respond after a few minutes.
thank you all.
Thanks very much for your compliments
When I log into my account I read the following:
>> Do not submit a ticket with Emergency status unless a service is down. <<
>> Do not submit a duplicate ticket for an issue already in Open. <<
>> Do not open a new ticket asking for a status of an existing ticket in progress. <<
Failure to comply with the above instructions for any reason will result in account limitations
I'm not sure what you are trying to point out in response to Hawi's comments. He said that emergency tickets are responded to within minutes, which is true.
It is correct that emergency tickets are usually responded to within minutes just like 'Hawi' said, and it is also correct that we only accept emergency tickets for true emergencies.
If you have a true emergency, then absolutely you should submit an emergency ticket. Otherwise, we ask that you do not submit an emergency ticket for a general problem.
This is in fairness to everyone to make sure that everyone will get emergency support when they truly need it. If we accepted an emergency ticket for any issue, it would wind up delaying true emergencies.
This is the same policy that every datacenter, host and support company has that I have seen. I've seen many datacenters even impose monetary fines for using the emergency option for non-emergencies. I don't know anyone that would accept an emergency ticket for a general question.
This is the same logic why the police have 911 for emergencies and a regular number for non-emergencies. If you dial 911 and ask a general question, they will tell you to hang up and call the regular non-emergency number. Emergencies get prioritized, and it's not fair if true emergencies got pushed aside for a general question just because someone feels like abusing the emergency option.Sorry to use this thread, but can you come on AIM on ServerManagement now? I would like to discuss a few things. Thanks!Sorry to use this thread, but can you come on AIM on ServerManagement now? I would like to discuss a few things. Thanks!
Our support is only provided through our helpdesk, so our IM is only available when our techs aren't busy since we do not provide support over IM. The best way to reach us for general questions is via email, that way depending on what questions you have we can have the most appropriate person answer it.I'm not sure what you are trying to point out in response to Hawi's comments. He said that emergency tickets are responded to within minutes, which is true.
I had the feeling that he was saying that we should set the status of the ticket to emergency if we want a quick response.Suppose if the server is down or if the server need immediate attention how to raise a emergency ticket, we had raised the tickets but we found that the emergency and normal tickets resolution will have only one or two min differenceCheck out their TOS.
Perhaps this explains why there's no criticism here:
"We have a zero tolerance policy for posting negative feedback on any public location about our company and/or our employees before submitting a ticket to our Feedback department to discuss your issue will result in immediate account termination without any refund."
Or how about this open path to your bank account?
"If you dispute a charge to your credit card issuer that, at Platinum Server Management, Inc.'s sole discretion is a valid charge under the provisions of our TOS, you agree to pay Platinum Server Management, Inc. an "Administrative Fee" of $100 per dispute."
Or their position on customer rights?
"Accounts may be terminated for any or no reason at all without any prior notice to the customer."
There are lots of good folks providing competent technical service and they don't seem to need clauses like these.
Just a thought,
Aza D. ObermanCheck out their TOS.
You have never used our service, so I'm not sure what your motive is by posting the "same" thing in every recent thread about us.
Every company has a right to make up their own terms of service with whatever terms they want (as long as they do not break any law). Our terms of service has been reviewed by our attorney and it does not break any laws. As stated at the bottom of our TOS, if you do not agree to our TOS, then simply do not signup.
The terms of our TOS are all intended to create a "fair" ground for our customers and us. There is nothing that is one-sided or unreasonable.
Perhaps this explains why there's no criticism here:
"We have a zero tolerance policy for posting negative feedback on any public location about our company and/or our employees before submitting a ticket to our Feedback department to discuss your issue will result in immediate account termination without any refund."
We absolutely never say our customers are not allowed to post feedback. You left out the next line of that paragraph where it clearly says it is your right to post anything anywhere you want. All we are saying is that if you have a problem, we expect you to come to us first to discuss it. This is a completely fair and reasonable expecation that ANY business expects.
Or how about this open path to your bank account?
"If you dispute a charge to your credit card issuer that, at Platinum Server Management, Inc.'s sole discretion is a valid charge under the provisions of our TOS, you agree to pay Platinum Server Management, Inc. an "Administrative Fee" of $100 per dispute."
Again, we never say you can not dispute a charge. All we say is that if you have a billing dispute, just contact us first, that's all. Don't run to your credit card company without even asking us. Again, this is a completely reasonable expectation that ANY business would have. It's even the expactation that every credit card company has as well. Some people feel it's easier to just click the "dispute charge" link instead of contacting the merchant, without realizing (or caring) that it hurts the merchant. So we are just saying to contact us first with any problems you have.
Or their position on customer rights?
"Accounts may be terminated for any or no reason at all without any prior notice to the customer."
This is standard TOS jargon. This line or a similar line with the same meaning is in every TOS that I have seen, and it is a standard legal formality. It is more commonly in the form of "We reserve the right to remove any account without prior notice", and if you search that phrase on google you will see just how many TOS have that included
<!-- m --><a class="postlink" href="http://www.google.com/search?q=We+reserve+the+right+to+remove+any+account+without+prior+notice&hl=enFirst">http://www.google.com/search?q=We+reser ... hl=enFirst</a><!-- m --> of all I'm a procurement agent for a avonics and broadcast systems firm. I recently reviewed options for outsourcing support for our dedicateds and opted not to purchase for PSM because of what I regard as draconian terms of service.
I posted so some other threads (including, embarassingly enough, a mis-post to the wrong thread), but what I posted was germain and tailored to contribute constructively to the intended thread -- not a voluminous cookie cutter response.
But what's most bothersome is this notion that words mean what the author says they mean, nothing more and nothing less. It makes me feel like Alice in Wonderland.
So "a zero tolerance policy for posting negative feedback" really means "we will make every effort to resolve any problem you may have and urge you to talk to us before authoring public criticism"?
Or "at Platinum Server Management, Inc.'s sole discretion" really means the customer will be charged an additional $100 only if "Platinum Server Management, you, and your credit card company agree that the challenged charge was valid."
English is a complex language. Even the framers of the US Constitution managed to make a word salad and grammatical train wreck out of the second amendment.
But that still doesn't mean I have to buy into the vendor's informal representations when I know full well that it will be the print that rules when push comes to shove.
Perhaps it's because I read fine print for a good living, but I still maintain that in aggregate this Platinum Server Management TOS is onerous and justifies our firm's decision to seek support elsewhere.
AzaWhich company did you move to?
We are now with dedicatedplace.com, happy with them even though they are small team, i am getting replies within 1 hour, solution for that within 4-6 hours for my issues ( i can give proof for this)Check out their TOS.Perhaps this explains why there's no criticism here:"We have a zero tolerance policy for posting negative feedback on any public location about our company and/or our employees before submitting a ticket to our Feedback department to discuss your issue will result in immediate account termination without any refund."Or how about this open path to your bank account?"If you dispute a charge to your credit card issuer that, at Platinum Server Management, Inc.'s sole discretion is a valid charge under the provisions of our TOS, you agree to pay Platinum Server Management, Inc. an "Administrative Fee" of $100 per dispute."Or their position on customer rights?"Accounts may be terminated for any or no reason at all without any prior notice to the customer."There are lots of good folks providing competent technical service and they don't seem to need clauses like these.Just a thought,Aza D. ObermanNothing new there. I have more or less same statements in my TOS too. I assume many online service providers have TOS of same sort.Did I add them to abuse my customers? To have fun with cancelling their accounts for no reason? Nope!If I had a cookie shop, I won't need a TOS at all, because my customer will enter to my shop in person, pay in cash, gets his/her cookie and exits, and that is the end of my business relation with that customer.However as an online service provider, I have to deal with 10s of crackheads on daily basis. They are using false information, stolen credit cards, uploading illegal files etc. etc. I have to put my company to the strongest position to deal with them. To protect myself, and my legitimate customers.To see that PSM have those contiditons makes me feel even safer with them...Just my 2 yens.Honestly, "ServerManagement" your responses hurt your company more than anything. Most people on this forum know you offer a great product, the only thing I see negative about your company is your very blunt responses to any/all threads that hint at being negative towards your company...very unprofessional.
P.S. We have used PSM before and they REALLY do offer a great product.
I've made the mistake once of going off on a customer...and will tell you from experience, it's never a good idea. NEVER. Just my advice... however I am sure your response to this post will be just as strong as your responses to everything else.Honestly, "ServerManagement" your responses hurt your company more than anything. Most people on this forum know you offer a great product, the only thing I see negative about your company is your very blunt responses to any/all threads that hint at being negative towards your company...very unprofessional.
I agree with you on this Zeniors.com! I also noticed that PSM is trying to defend themselves against all negative posts. But I don't think that you can defend yourself against every negative comment. There will always be people that are not happy with your service whatever you do. You guys are doing a terrific job and every one knows it!We are now with dedicatedplace.com, happy with them even though they are small team, i am getting replies within 1 hour, solution for that within 4-6 hours for my issues ( i can give proof for this)
Did I read it correctly on their site? Are they offering server management for $30 / month? Oh boy, PSM is getting some serious competition here!!I agree with you on this Zeniors.com! I also noticed that PSM is trying to defend themselves against all negative posts. But I don't think that you can defend yourself against every negative comment. There will always be people that are not happy with your service whatever you do. You guys are doing a terrific job and every one knows it!Can you tell me what you would do, if you have a valid point to defend your company?They clearly promise 6 hours respond and 24 hours resolution time. If your tickets are resolved within 24 hours, you have no valid grounds to make negative posts. Simple as that!Hello to all I participated with them three hours before I say quite frankly I did not find lower prices compared them with the services they provide, and I hope that they will activate service with me RegardsPSM - I have gone back and forth with PSM.Ethan is a great guy - and has grown this organization very well.What I have found is PSM is quick to tell you what is covered and what is not.I think the issue with many who are "not happy" really comes down to the fact they want something done that PSM is not willing to perform.Funny - I was once there myself.Ethan - please install this software called ItWontEverWork version 1.1 for me :-=)I often wonder how they can afford to give the service they do @ the price.I have used them on occasion - and still refer clients to them direct.Don't resell - as its just not worth it for us @ present.