OVHcloud - Germany Avaliações 49

Resposta da OVHcloud - Germany

9 de jul. de 2024

Hello Dmytro Vakuliuk,

Thank you for your kind feedback on Trustpilot.

We are absolutely delighted to read that you are satisfied with our service and support.

At OVHcloud, we are committed to continuously improving our service offering, including reducing request processing time, to offer you the best possible experience. Your opinion reflects our efforts and we are happy to know that you are satisfied with our efforts.

Your satisfaction is our top priority and we are committed to continue providing you with excellent service and quality support.

Thank you for placing your trust in us and for continuing to choose us as your service provider.

Best wishes,
The OVHcloud team
^LaiM

Resposta da OVHcloud - Germany

20 de jun. de 2024

Hello Michal,

Thank you for taking the time to submit your opinion on Trustpilot and I sincerely regret this feedback.

We strive to set up the refund during the withdrawal period as soon as possible, when the general conditions of service are met.

If you have any difficulties with these, our support teams are of course available by phone or ticket, via Live Chat or social networks.

Regarding your refund request, if you have a support ticket waiting to be processed, please enter your NIC handle by returning the private message I just sent you via Trustpilot.

Once I have received it, I can analyze the ticket waiting to be processed, and restart the service concerned.

Best wishes,
Your OVHcloud advisor.
^LaiM

Resposta da OVHcloud - Germany

Atualizado em 16 de abr. de 2024

Hi Shaun,

Thank you for taking the time to post this review. I'm very sorry to hear about this feedback.

Our support teams respond as quickly as possible to all requests sent to them.

They are available by phone or by ticket, via Livechat or social networks (Facebook and X).

If you have a request in progress or waiting to be processed, don't hesitate to send us your customer ID by return of the email I've just sent you via TrustPilot.

We will then be able to follow up with the department concerned.

Best regards,
Alexandre.L


Update 16/04 :

Thank your for the informations given by private message.
I see that your ticket was processed yesterday morning and a reply has been sent.

If you require any further assistance, do not hesitate to follow up this email sent to you yesterday.

My colleague will keep you informed as fast as possible.

Regards,
Alexandre.L

Resposta da OVHcloud - Germany

8 de abr. de 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 de jan. de 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

Atualizado em 20 de dez. de 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.