Rising pains with amateurish customer support at startups … x4b.internet & crossbox.io

Simply wish to vent my frustration with these two corporations.

1) x4b.internet

Wished to make use of a reverse proxy safety with one thing aside from Cloudflare. Signed up for a plan. Web site is proxying positive, however SSL (Letsencrypt) would not wish to generate SSL.

Submitted a ticket with them and requested in the event that they know what is going on on with the SSL certificates.

That is the place the amateurish customer support begins.

The error message offered by lets encrypt doesnt seem to have something notably attention-grabbing in it. I would counsel checking your DNS and configuration for any points.

The DNS is clearly working positive (as I can see the location working. The location is utilizing the self-signed SSL through their portal.)

Once more, the lets encrypt error message doesnt actually inform me something of curiosity. you’re welcome to analysis the message (which we offer to you). When you’re sure you’ve got resolved it you may re-enable (or delete for recreation) the tried SSL certificates (which has lengthy since been disabled because of extreme failures).

And naturally that he is simply rephrasing the identical response. Cannot enable you, it is advisable to repair it by yourself

and that is the place I questioned him, why even put within the function if there’s is not any correct workflow to troubleshoot it.

Okay nice! “lets encrypt error message doesnt actually inform you something of curiosity”. As a buyer, I like to listen to that.

However it is a function your service combine and supplies as a included function. Are you anticipate the client to debug this for you?

Are you being severe?

In case your service cannot correctly present a workflow with letsencrypt together with full debug, why even hassle offering this. You might be simply making the client annoyed.

and subsequent response = ticket shut.

I’ve given you my suggestion of what to do to resolve your difficulty (each to verify your DNS configuration and to strive once more). Lets Encrypt rejected your order, why isn’t clear and neither the error message or what I can see of your configuration supplies any indication.

Anyway I am not right here to obtain abuse, closing.

There may be nothing I mentioned to him that’s “abusive”. A paying buyer that’s questioning the corporate’s skill to supply correct sufficient troubleshoot software for the client to resolve a difficulty needs to be there and is totally regular.

If you happen to take a look at cpanel’s AutoSSL logs, you get the total log why the SSL isn’t renewing/producing. With x4b, nothing…

So I opened a brand new ticket to proceed my dialog, I requested for a refund as a result of they aren’t capable of present a working service.

Severely…. I attempted to have a dialog with you, I did not name you names. I questioned why is letsencrypt even an included function if you cannot present a correct workflow for debugging.

Which I perceive that you may’t reply, as a result of thus far your solely reply you had offered me is “letsencrypt is not telling you something”

Pretty disenchanted in your service thus far and your lack of take care of the client’s difficulty.

Because you determined to succeed in an endpoint of customer support, maybe it’s best so that you can present a refund and we go about our merry method.

… and naturally the identical reply.

You might be welcome to cancel your service at any time. With no additional cost. We don’t supply refunds for change of thoughts. Nor do we provide refunds primarily based on the suitability of a 3rd get together CA. Lets Encrypt is free to reject any area title for any purpose, this isn’t a mirrored image on the companies we offer.

We cannot present you info we wouldn’t have, nonetheless in your (closed because of help abuse) ticket you got two options to for issues to a) look into and b) carry out. We cannot do that for you with no administration contract and entry to your area panel and all related sources from which to troubleshoot your configuration.

Not going to bore you guys with extra lame quotes, however that is the final response.

We give you all of the obtainable output (the HTTP error message offered by lets encrypt, or within the occasion of a communication error the exception textual content). That is all there’s for us to supply.

We’re at the moment renewing over 13,000 certificatesand we’re not conscious of any issues with LE or the AcmePHP consumer. Most failures are consumer error and associated to DNS configuration or propagation (each we won’t see as they’re managed by you).

In fact… there are not any difficulty with the system if others are working. Excellent method to troubleshoot

Ended up making use of the earlier letsencrypt SSL I had with my cpanel for the actual area. Later cancelled the service.

2) crossbox.io

Created a ticket final week with them to inform them I can not pay the bill. I am getting error messages when trying out with paypal.

Making an attempt to pay the bill however I am getting the next

Error: Api: /good/api/order/3BV5296811062891V/seize returned ack: permission_denied (Corr ID: f5991515abb05) {“ack”:”permission_denied”,”message”:”Inadequate privileges”}

Nicely, right here comes the usual “it isn’t us, it is you response”

Good day,

we’re receiving funds from different clients with out a difficulty.

Possibly you are attempting to pay through cell phone? Attempt from a pc.

Thanks, The CrossBox Crew

I proceeded with recording and exhibiting a display seize of the problem for them

Good day,

now we have no management over the PayPal API nor your PayPal account, and since different clients are paying with out a difficulty we will solely conclude that the issue isn’t on our facet.

Possibly you may strive a “Debit or Bank card” button as a substitute of PayPal button and attempt to pay with debit/bank card immediately.

If you happen to’ll be contacting the PayPal help you may ship them the error that you just’re getting from their API (permission_denied).

Thanks, The CrossBox Crew

Now, all through the years I’ve used paypal to pay distributors. I’ve by no means heard of the payee’s API would cease the paypee from making the cost. It is at all times the receiver finish. So there’s completely no purpose for me to contact paypal and even when I contact paypal. The possibilities of a customer support rep fixing this difficulty is near nil. It will be an entire waste of time.

Good day,

sorry however there’s nothing we will do on our facet – we’re receiving PayPal funds on a regular basis with none points reported by different clients.

The one factor we will do is lengthen your due date for per week to provide you a while to contact PayPal and resolve the problem.

Did you strive the “Credit score/Debit card” choice immediately?

Thanks, The CrossBox Crew

Good of them to supply an extension, nevertheless it’s not wanted. Credit score/debit suggestion additionally would not apply in my case.

So I lastly requested them to provide me a their paypal deal with so I could make a handbook cost. Easy proper?

Good day,

sadly we won’t settle for any funds exterior the cost system that’s built-in into the consumer space.

Would you like us to increase your due date? Have you ever had any luck contacting PayPal?

Thanks, The CrossBox Crew

Good day,

sadly we won’t obtain any funds exterior the cost system which is built-in throughout the consumer space (as a result of accounting causes).

We supplied to increase the due date till you resolve the problem along with your PayPal account however seems such as you’re not fascinated about that.

We’re sorry to see you go and we want you better of luck sooner or later.

Thanks, The CrossBox Crew

Cmon, everyone knows that’s crock of shit. There is a method to apply the cost manually even with their “accounting causes”. They only do not wish to do it.

Migrated my emails off to a different platform.

Finish rant…

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