Vodien Internet Solutions Pte Ltd

well helping

Sudden Website down without Pre-Notification(E-94117/E-95544) -

1. We been using Vodien’s services since early 2020. On 28th MAY 2024 afternoon, we found out that our website suddenly in “suspended” and later in "404Not Found" status. My Japanese director was conducting a presentation to an important potential client, he wanted to share our website's info but unable to proceed further, my director felt embarrassed during the meeting. This critical timing had huge negative impact towards our company reputation, image, future business and trust. 2. That was how we detected this issue and immediately live chat with your Tech Support Team, requested top urgent but their story was kept on changing depend on who had attended to you from the Live Chat. 3. Initially, I was thinking that they might accidentally “removed files” of our website, so once they had found our data/files, they could upload it again. They seem accidentally “suspended” our account on 28th MAY. 4. Instead of checking the issue internally, the Support Team was kept on asking me many tech related questions, such as “wait..is there a migration was being done?” (So, why you didn’t inform us earlier?..) “There are 2 servers found at our record here, so which one are you using now? (by showing me 2 codes/numbers)” I totally don’t have any IT knowledges, I’m just an admin staff. I was so confused by all these tech’s questions. 5. Based on Chat I-14902159(29MAY-6.15AM) – I was told that I should ask our website developer to upload the “missing files” to solve this issue. Support Team ensure that their site had rectified the issue and DNS was updated correctly. I was really confused again as the error was triggered from Vodien so why it was related to a 3rd-party company (my website developer)? 6. Anyway, I checked with my website developer, and they confirmed that they had hand-over everything to Vodien in 2020. Ended up, I went back to chase Vodien again (after wasted 12-hrs). Finally, they informed indirectly that “found the missing files, uploaded it correctly” and our website was back to normal on 30th MAY evening. Estimated 2.5-Day downtime. 7. My director requested to speak with Rene (Vodien’s sales PIC who’s handling our account whereas in March, Rene had mentioned to me that any issue, please refer to him), but the Support Team insisted that we ONLY can deal with Support Team as their Sales dept is doing Sales solely. It seems that we were blocked to communicate with Rene who’s handling our account. This is strange or maybe there’s NO sales representative who’s handling our account as a Vodien’s client?? 8. We firmly request IMPROMENTS as follows – A - Any server/hosting “migration” or any downtime involve in our system, please officially email to us. B - Please improve overall internal communication in order to provide us a better understanding of the whole issue. C – Please provide correct answer to client instead of directing them to a different direction to buy time/end the Chat faster. D. – Please prioritize more on your clients’ problem instead of sharing Vodien’s internal technical problems. Not all your clients are Tech savvy. 9. We hope totally ZERO re-occurrence of this kind of issue in the future. As client, we want SOLUTION!! Not Vodien’s internal problems.

Super long wait time via telephone

Super long wait time via telephone. 45 minutes and 2nd call 1 hours 30 minutes. Still unable to connect. Yesterday, your agent called Live sent me on wild goose chase and provided incorrect information that i need to chase losing registrar. Today, I had to call again and connected to Cathy T. ticket I-14908661. She explained everything clearly and there is no follow-up needed with losing registrar. Cathy resolved the issues perfectly.

Further Updated: Avoid Vodien. Terrible Support (or lack thereof)

I hosted with PacHosting for years and the company was recently acquired by Vodien. My sites were mandatorily migrated to Vodien's servers but none of the migration emails told you the A record of their server so after the migration was completed, all my sites were down. You can contact their support email 24/7 but expect to receive a substantive response only hours later during business hours (9 to 5) and will completely ignore the ticket over the weekend or after their office hours. This is even though your site is down all this time and is unaccessible from their control panel due to migration issues. You can also contact live chat, who will helpfully 'escalate' your ticket back to the email support team who will (as stated above) only respond when they get back to the office. You will receive no interim updates about progress and just have to wait patiently. Since I initially published this review, Sambrin has diligently reached out to me to apologise for the experience I have encountered. Even after a thorough review, Sambrin has not been able to explain why the 24/7 technical support failed to address critical technical issues which has caused websites to go down over weekends or after business hours. Although my sites are now up and running again, they have been down for more than 4 days in total due to the lack of action on the part of Vodien's technical team. I have added back two stars as Vodien proactively offered to extend the hosting of all sites affected by one-month as a gesture of goodwill.

Thank you for the kind support

Thank you for the kind support. Hopefully to get a quicker response time ( not automated). It's much faster than getting someone to response via email.

Louis tam中国香港特别行政区 · 写过 1 条评价 · 体验于 2024-05-08 · 发表于 2024-05-08

Poor customer support service

I must express my deep frustration the Live Chat function on their website as well as their hotline have perpetually failed to establish contact with a live representative. It was utterly disappointing to find only a useless chatbot online. After waiting for nearly an hour, I discovered that several new messages had appeared while I momentarily left my seat to retrieve a cup of coffee. Unfortunately, I was unable to respond as the session abruptly ended after a mere three minutes of inactivity. Therefore, it is essential that you allocate ample time to keep a vigilant eye on the screen before engaging in the so-called "Live" chat support. --------------------------------------------------------- Update 12/Jun/2024 They have "upgraded" their live chat function that the chat bot will sneak out suddenly when you are waiting for a real agent, and if you fail to respond in just 60 SECONDS you will be kicked out from the waiting queue. What a massive and helpful upgrade! Think twice before using their service, if your company don't have a dedicated position for talking to this chat bot. --------------------------------------------------------- Update 21/6/2024 Despite the inadequacies of their hotline and live chat function, I must acknowledge the commendable empathy and professionalism displayed by their email support team. I am grateful for the proper resolution of the issue, even though there was some delay in receiving the follow-up reply, which arrived one week after my initial email.

Anderson Lai澳大利亚 · 写过 1 条评价 · 体验于 2024-04-23 · 发表于 2024-04-26

i had been a customer for more than 10…

i had been a customer for more than 10 years. Now a days their service and support is terrible. vodien used to be good. now my website has been down a week and i send 3,4 support email its still not up! i paid a few hundred dollars a year for the hosting!

James澳大利亚 · 写过 8 条评价 · 体验于 2024-04-23 · 发表于 2024-04-24

Non Existent Support

In March, we were informed that Vodien would not renew our VPS service - and that we needed to upgrade to a dedicated server for $18,000. We regrettably made the decision to proceed. As part of the upgrade, Vodien were to take care of the entire migration process. We scheduled all our client sites to be migrated in three batches. One day prior to the scheduled time - they said they couldn't do it on schedule and it was delayed by two days. Batch one: The nameservers which Vodien setup were not correctly configured. No one from support knew what to do, nor could resolve the issue. We gave up on our desired nameserver details and setup different nameservers instead just to get the process moving again. It took over 17 hours to resolve. Batch two: no issues, as scheduled. Batch three: Vodien migration team failed to turn up for the scheduled time, which we had booked and confirmed with them in advance. We scheduled the final batch for migration at 10pm Melbourne time on Monday night. I stayed up late to manage this process, as I did the other two batches. A client also came into our office to oversee the migration of one of their services as they are in the middle of a critical marketing campaign and wanted to supervise and manage the downtime communication to their users. We were left embarrassed when absolutely no one from Vodien turned up on schedule, and then further embarrassed when no one could be contacted at Vodien to help. This time of 10pm Monday was confirmed with the migration team on Thursday last week (which i have in writing). Their team then did not appear until 2am Melbourne time, and only after several hours of live chat with your support team and via email... by which time I was already forced to hire another third party systems administrator to get the final piece of the puzzle in place, as Vodien support was absolutely useless and non-responsive and failed to turn up to our scheduled migration appointment. I was assured by 'April' as the sales rep / business development team, that this entire upgrade and migration process would be seamless. It hasn't been. It has been one month since they promptly took our payment and stressed how important it was to upgrade immediately, and since then - very sloppy work from their support team (who can never be contacted on the first instance, nor actually check anything works - ie, nameservers did not work, but they kept saying it did). No one can be reached by phone. Not even internally. Vodien support only rely on internal messaging and on every communication, and each time - the team tells me it will be up to 48hrs for a response, even with critical matters like nameservers not working or scheduled migrations to give our customers clear information on timelines when things are happening. It's not good enough. The support Vodien are offering to your customers is absolutely unacceptable, incredibly unprofessional and extremely degraded since you took over NetLogistics in Australia. You're quick to take our money in upgrades, then completely disappear when it comes to service deliverables and support when things didn't work as scheduled. As for the 4hr SLA on a managed service - no chance. It's just a sales gimmick. I have raised these exact concerns before with Vodien, and promised that a manager would call me to discuss after several days of VPS downtime last year. Nothing. No one ever does. Your staff have no pride in their work, and have no accountability to support us when critical incidents occur. 'Von', who will likely write back to this public review, wrote back to us once. Then never followed up with our concerns. In summary - i'm the stupid one for giving Vodien one last chance. If in doubt, leave it out. My advice; go elsewhere for your hosting needs, but be wary of whom the parent company is. Vodien is part of Dreamscape Networks Limited who are buying up many hosting and domain companies and turning them into trash. Do your research, because if Dreamscape Networks Limited is involved - you can be assured you wont get the level of service you need for reliable business operations.

Vodien collect money no issue, when provide service many reason

I'm writing this Vodien review again because I've wasted a significant amount of time trying to renew my cPanel Tier 5 license. Every month, I contact Vodien, and they give me different instructions that don't resolve the issue. It's simply a cPanel Tier 5 renewal, yet Vodien seems incapable of handling it. Ironically, they have no problem charging my credit card for the renewal every month. Here's my ticket ID, please fix this asap. I don't wish to keep on writing review as my main goal is to fix it IEML-970987

Absolute Scammers!!

Absolute scammers, kept convincing me to pay more to resolve issues occurring on their behalf. Made me pay 3 extra amounts and in the end the server issue was never resolved. Non-viable business and incompetent employees.

My .sg domain was taken down without…

My .sg domain was taken down without good reason, even though registration was done properly and no pending details were required. Vodien then emailed for details in the morning, but immediately took down the domain unilaterally without giving me enough lead time to respond. It resulted in my website being unavailable and breaking business continuity. This is disgustingly poor customer service. I’m extremely disappointed in Vodien. This does not inspire confidence and trust at all. I will be looking into options to transfer all of my domains out of Vodien, to another domain provider who’s more competent and reliable.

Very poor communication skills at Vodien...

I'm surprised to realize that the quality of customer service quality at Vodien today is really bad. The agent (Ms Ammy) I communicated with was unable to resolve my issue with my website, unable to provide accurate information on the pricing and exchange rates. Taking too long to respond and refuse to speak to me via phone when i called her during our chat time. Secondly another agent (Mr Sheen) responded very poorly by saying his computer is not working well. I have been a customer of Vodien past +10 years and this is very disappointing. Hope this can be improved.

James澳大利亚 · 写过 8 条评价 · 体验于 2024-04-15 · 发表于 2024-04-15

Horrendous customer service

Horrendous customer service. False promises, fake timelines, no communication. Spent 18k on a dedicated server on March 28 (after they told us it was our only option because they were limiting their VPS plans moving forward, despite having 12 months to go on our plan). Then the setup was scheduled for server migrations April 15, and they tell us just HOURS before that nothing has been scheduled in and not sure when they can slot us in. So now we’ve spent a lot more money above what we have budgeted for, they were quick to take said money, and now providing a very poor customer experience with zero communication. I have to continually follow up and still get nowhere with clarity of information. As a result, a complete embarrassment to our business having to backtrack on what we’ve tried to communicate to our 80+ clients affected. DO NOT waste your time or money with these clowns

Terrible service and deceptive sales staff

Utterly pathetic service. I purchased an SSL from Vodien 3 weeks ago on the proviso that Vodien would install this SSL for me. Vodien provided me with a request for the information they require and i provided everything. Vodien repeatedly asked me for this same information multiple times. After 3 weeks, Vodien advised that i need to install the certificate myself and they have refused to refund me. A deceptive and indignified business. The latest response from Vodien is that they are unable to do as they have promised they will do (Install the SSL certificate for me) and they have refused to provide a refund despite being unable to provide the service i have paid for.

Super bad service from Vodien

As scheduled call back from online review manager at 10.30am and I waited for more than 40mins nobody contacted. I try to call Von D 65 6914 7888 and it shows invalid number.

Payement process is lengthy with middle…

Payement process is lengthy with middle age procedure. Totaly in contradiction with a so called modern IT company. Incredible! I do not recommend Vodien

System unstable again

Hi Von D, My "cPanel Tier 5" is not auto renew again. This issue has been there for almost a year and it's not set as auto This is my case [IEML-937571]

Extremely poor and rude service

We have been using the hosting service for many years. To effect a simple request like updating my email address required me to jump through many loops and still could not be done. A call with their customer support was very very unhelpful. I would not recommend this web hosting service.

This hosting support is Poor

I have used dozens of hosting and software companies. Vodien bought out my existing host provider. My old host had fantastic support. Vodien has one of the worst support and customer service I have experienced. They are not willing to help - they just keep trying to put the prices up.

This is really bad and unfair

This is really bad. I've paid for 2 years for the domain. And when i logged in, it says expired and I had to pay 1 more year at a premium price. I then clarify with customer service to ask for refund on my 2nd payment as the previous payment for the domain is still within 2 years of expiry. But the customer service if i ask for refund, my entire domain will be gone. This is so unfair.