Evening LET'ers!
I just figured I'd take a few minutes to commend the actions of BlueVM's management.
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On November 9th, I wandered into BlueVM's IRC asking if they could throw up some stock for their 'Reseller1' cPanel hosting package so I could move a few of my clients over. Within a few hours, stock was added. I placed an order and submitted a ticket to get a dedicated IP invoiced & added in addition to getting my username changed. My username was changed the same day and I was asked to provide justification. Very speedy!
The next morning, I was invoiced for the IP after providing justification. I also informed them that I did not have access to WHM.
Two days go by, and on November 12th I get a generic troubleshooting response (re: WHM) from a Level 1 tech asking me to try my updated username, which of course did not resolve the issue. I responded to the ticket stating this.
The next day, I popped back into IRC asking for the ticket to be escalated as it was taking a while for my ticket to get resolved. It was escalated within a few minutes, and back in the 'Pending Admin Action' state.
On November 15th, I cancelled the service. I citied section 8 of their TOS, however asked for an exception to be made for a refund as I had not received what I had ordered.
Today, the 16th, I got a response stating a refund could not be issued and if I had waited a little longer it'd be resolved. Not a problem, I agreed to the TOS. I politely reminded them that it had already been in excess of 120 hours since I originally notified them I did not have WHM access. I was informed that they had a backlog of higher-priority tickets (which is completely understandable). As a refund was not an option, I asked for the pitiful $2.99 I paid for the services to be donated to the Typhoon Haiyan relief efforts.
A few hours later, Justin @BlueVM updated my ticket with the donation and apologized for the delays I had experienced.
I'd like to give props to BlueVM for not only following through with my request for the small amount I paid to be donated, but tripling it.
Just to clarify, this is a positive review for BlueVM -- I'm very satisfied with how the situation was handled. cPanel hosting isn't their speciality, VPS' are. The delayed response times were justified as they apparently were in the process of working through a massive backlog of tickets from their recent KVM sale. I'm sure it didn't help either that I responded once or twice, putting my ticket back at the bottom of the queue.
Once again, massive props to @BlueVM for taking care of the situation.
TL;DR Ordered cPanel reseller hosting, WHM permissions weren't auto added. Issue wasn't resolved promptly due to backlog of higher-priority tickets. Asked for refund, declined as per TOS. Asked for the money to be donated. Justin donated the amount *3. I'll be sure to give them a shot again in the future.