@o2bit said:
Could you finish my ticket #321883 ? It’s been in on hold since a week ago.

We’re getting way too many e-mail change requests from China. I’m sure some of it is legitimate but a lot of it seems to be an attempt at not doing a proper account transfer. There will probably be a huge backlog of these, and we may outright reject them for anyone requesting it coincidentally at the same time 2018 specials were expiring and the account only has one or two specials on it, sorry.

There’s definitely a bad crowd around one of those communities and people should stop following them.

We’ve had cases of people bypass the system to order a sold out location, selling entire accounts instead of just doing a proper and secure transfer, and there’s still some sentiment where it seems to be OK to immediately dispute a payment at any sign of something going slightly wrong without contacting us or waiting for support to resolve the issue. All of this creates a bad situation for the customers. If you bypass our system, that’s against our terms and we’re not going to just let people do that. If you transfer your account by selling/buying username and passwords we may notice. If you open a dispute, then a fee will be assessed to your account because you just created a bunch of manual work for us (just seeing you freak out when your service is suspended and sending us 10 messages is enough to justify the fee, but chargebacks also have fees. Then to actually answer disputes/chargebacks that’s another significant amount of time we have to spend digging through the account for information to submit.

Edmond said: Hopefully they aren’t going to keep going around shitting on Virmach. I figured they probably had no ill intentions when I saw the invoice appear on my account.

I might be less annoyed because I had no payment info on file, I keep it that way for almost everything I use.

Everyone who immediately opened a dispute just ended up hurting themselves. As soon as we were aware we refunded these via our system, fairly quickly. But guess what happens when a dispute is opened? We can’t use the API/WHMCS to refund customers. So it gets stuck, so it will now take a week to handle those because the dispute queue is large around Black Friday.

Some bonus advice for everyone:

No, just because one guy made a compelling case regarding his manual review/fraud/cancelled special order it doesn’t mean 200 of you can copy/paste a similar thing and just have your order re-activated.

No, escalating all your tickets will not speed up the process, it will just make it slower because you just cut out 80% of the team that would otherwise be able to do it.

No, you weren’t smart for bypassing the cooldown period for contacting us about a special-related incident. Now your ticket is misflagged and will take longer.

No, creating your ticket 3-5 times won’t make us notice it sooner.

No, mentioning your ticket publicly will not get a response sooner. Most the time another agent gets to it before a single person can look at it, and unless it’s actually time-sensitive and you need to grab my attention (and you do coincidentally) the most I can usually do is just make sure your ticket is flagged properly if it’s not. It’s not fair to just skip the queue like that.

No, mentioning your ticket on live chat will not help.

No, breaking your own networking to pretend like you need an IP change will not guarantee you a new IP address for free.

No, we can’t give you a deal just because you screenshot you being on the deal page and receiving an error and make a ticket. There’s no way to restore those; it’s sold out.

No, just because we mentioned somewhere that plans may qualify for refund within 7 days it doesn’t mean the special you just purchased where you specifically checked a box saying you understand it’s not eligible for a refund is eligible for a refund.

No, it’s not better to skip the buttons we added for getting support on common issues because you just missed a bunch of instructions that we’ll make you follow anyway, so it’s effectively taking longer to resolve your problem.

No, you can’t be surprised that your account is not in good standing because you disputed a payment.

No, you can’t just buy an account someone mass created and botted deals on because we can clearly see all of them were created by the same person. No, you’re not brothers with 20 other people. No, your friends do not come over to your house to make an order on our site.

Sure, some of this may work for some that slip through the cracks but all you’re doing is contributing to everyone receiving slower support and us having to enact stricter internal policies. This ends up hurting others that could have otherwise been helped. We’re not here to play a game of whack-a-mole so we would really appreciate it if everyone would start acting a little more decent when it comes to all these things. Again, most people, even from those problematic communities are completely fine customers. It’s just a very loud minority that causes these problems so maybe some education and community encouragement from the right people will go a long way.

FrozenAngels said: Forwarded this to cn vps community.

Many people spamming that virmach will ran out of business and prepare to apply for dispute.

It’s funny how that spreads from under 1% of all people being briefly negatively affected by something like that.

bennyone said: Hello,I didn’t generate an order on the fourth day, but I snapped up the server in a new round of activities, generated an order and paid. I already got a server, so I still have to pay for machines that don’t pay? what should I do?

Sorry I’m not sure what you are saying specifically, in this case please make a ticket so we have all the information in front of us. Use specific order and invoice IDs as well as dates.

samm said: @Virmach I want you to charge me that last $2 deal ?

I know you’re joking but you wouldn’t believe how many tickets we got about that.