I would like to complain about my experience with a certain Sydney based hosting company, but am unsure if this is the best forum to do it in. Can someone please confirm that, and then I will give everyone the low down on my unhappy experience with Netlogistics.

If you've got something to say, let it fly...

Okay then. Well basically I have had a number of problems with a company called Net logistics, located in Sydney. They are rude to me, everytime I call I get some Indian chap (possibly a call centre in India), and even the so called Managing Director, a Mr Karthick Rajendran, is always slow to respond to my queries and when he does he makes no secret of the fact he is 'very busy' and says he will get onto me as soon as he can.

This is apart from the the constant disruptions in hosting where there are periods where people can't even access my website.

I thought about calling the consumer Affairs office in NSW but I really don't know if it would improve things.

I don't know what to do?

Defiant,

Not meaning to sound like I am defending Karthick or Net Logistics for that matter, but here is my viewpoint on things.

Karthick and his team run a very well oiled machine and it surprises me to see you express your issues in such a fashion.

Despite the fact that Karthick and some of his team may be of foreign origin, I can personally vouch for his team and their quality of service. Throughout the number of times I have dealt with his team on a number of levels, I cannot speak highly enough of them, including Karthick himself.

To see you claim their team is "rude" is somewhat more shocking, as I cannot ever say that the times that I have dealt with them and even spoken with Karthick personally, that they have ever been rude.

Infact, I just sent their team an email a few moments ago to simply test our their response times...and quite honestly, I got a response within 5 minutes, to which I am most impressed.

Now to see that you may be experiencing some issues with their response times has me concerned that we are not getting the full story. I'm not having a go at you, but maybe you need to disclose a little more details regarding the nature of your issues, so we know we're not shooting Net Logistics down for no apparent reason.

Karthick and his team provide a very fair and top quality service and your "claims" of poor service somewhat concern me, as I know his team always try to provide as much advice and assistance where possible.

Could you maybe provide that little bit more information to us so we know exactly why you are making these claims?

As I said, this is not a defence post for Net Log or an attack on you. I just believe there are 2 sides to every story and I'm interested to hear your side in further detail

Regards,

Dale

Hello,

Would you have any ticket ID's referring to these 'constant disruptions' or any sign of 'rudeness'?

Also, would you be able to provide your website URL?

ok fooled me but not the point here - the point is anyone here has as as much right to say they are not happy with something as they have to say they are without being castigated for it and as near as dammit called a liar by you

The fact one person has a good experience with anything does not mean someone else cannot have a bad experience with the same thing

I am positive I have seen you stirring the pot in threads about other hosts whose services you don't resell md comes to mind but can't be positive (yes will take it back if proven wrong)

We know that we cannot please all of the people all of the time and sometimes things go wrong and you will realise this if you employ staff

I just don't think your flag waving is relevant here and it should be left to netlog and the client to sort it out - Karthik is here to look into it - maybe a staff member went rogue who knows but here is a chance for him to learn something

I would normally never have touched this thread as should be the case for any host here but if you're coming in this way then I will give your post a reality check


Cheers
Angus

Hi Defiant,

It depends on what Type of Net Logistics Customer your are...
Shared/reseller/VPS/Ded.

But if you are really unhappy, you ultimately can of cause look elsewhere for your Hosting requirements.
I think most of us at one stage have done this, either to good or bad.

Net Logistics, overall, do do it well.
If you have issues, Karthick and his team, normally do there best to sort it out rather quickly, like us all.

For a paper trail, make sure your correspondence to N.L on faults/complaints etc are in there Support Ticket System.
That is best for both you and for N.L.
And a "paper trail" (being it electronic) is better than verbal !

My Comments

Brad

I would like to announce that my complaint has now been satisfactorily resolved with Netlogistics. I am sorry for any inconvenience or offense caused, and I acknowledge I may have over reacted to a small and short disruption. Everything is now all good in the hood.

R. Jones

Hello,

I've asked everyone in the office (right here in Sydney), and they cannot recall resolving any issues with an R. Jones. In fact I can't seem to find any clients that go by that name either. Perhaps the account is under someone elses name?

Would it be possible to provide your website URL, so I can investigate and get to the bottom of this.

Yeah, the account isn't under that name. In any event the problem seemed to solve itself. That doesn't mean you weren't rude though, but on the whole I am content and consider the problem fully rectified.

Note to Mods: You can delete this thread if you wish.

Jonesy

Right, I just wanted to make sure you're not a competitor, or have ulterior motives. The fact that you've said that I have been rude, makes me think you're not even a customer of ours.

I'm also genuinely interested in finding and fixing the problem if there was any in the first place.

For this reason, can you please provide your website URL? (Please Note: you have dodged this question twice already. This is the third time I'm asking)

So if your complaint was satisfactorily resolved with Netlogistics, why did you then go on to say it solved itself?

I don't find outsourcing of customer support proper. It does not work good especially if the provider does not pay attention on its support operators. Most call centers do not specialize in serving one or two companies and even one or two industries. They "provide support" for various business, and this does not work good. But "Indian chaps" as you call them bring down the costs of doing business, so consumers can get decent budget hosting service. I don;t know about Net Logistics. SOrry that you had troubles with them, but sometimes these things happen and both side must do all the can to resolve the issue. This company seems a good one and I hope you'll get compensated or something.

As far as I am aware, Net Logistics do not outsource their support. They do, however, employee at least one person of Indian decent, Karthick Rajendran. I am assuming that Karthick pays himself a salary.

@ Jonesy: You could send a Personal Message with your web site name to Karthick. Just click on his name in the top right of his post and click on the line "Send a private message to Karthick"

More of this crap...

This guy is clearly a jealous competitor or a fanboy of another host, and in either case their pathetic business/life is obviously running so poorly, they have nothing better to do.

AHQ/J is constantly dogged by this type of crazyness.

I would like to propose a new rule: ANY feedback regarding ANY company posted on the forum MUST include the URL hosted with said company and a ticket ID of where something regarding the account has been discussed.

As far as I am aware, all service providers big and small on here run ticket systems, so it shouldn't be a problem and shouldn't compromise privacy.

If feedback is posted without these 2 details, a mod needs to immediately press for them to be supplied, and if they aren't, delete the thread. Appropriate stickies with the rules etc. as well obviously...

Karthick, it is a testament to the quality of your services and size of your business to be attacked like this. Don't take it personally.