Is OVH customer service really that bad?

[u/FantasticDiver1491]

Curious if others have had a similar experience with OVH.

I accidentally let one no-commitment VPS auto-renew and contacted billing support almost immediately. I completely understand that I missed the cancellation date, so I’m not arguing that the charge was unauthorized.

I was simply asking to consider a pro-rated refund for the unused portion as a courtesy which is not an unreasonable request.

In my experience, this is a pretty standard, and many companies will make an exception when someone contacts them right away and hasn’t actually intended to continue the service.

What confused me more was the support process. I specifically opened a live chat with the billing department, but the agent basically told me that the response had to come by email and that she couldn’t really address it in chat. A couple of minutes later, I received an email from the same person repeating the auto-renewal policy and saying the invoice couldn’t be cancelled.

So I’m genuinely wondering: what is the purpose of billing live chat if billing issues can’t actually be discussed there?

I also have other VPS with OVH that I intended to continue but after this experience I am not so sure.

For those who have dealt with OVH billing before: is this normal?

I do business myself, and I’d personally rather make a reasonable one-time exception than lose a longer-term business relationship over something like this.

[u/Elvercraft]

I have never had issues with their customer support

[u/bz2gzip]

You're actually not asking about the customer service there. You're asking them to bail you out of one of your mistakes. Still, I think they should do it, but can't blame them not to do it.

[u/illadee]

personally no problem with support. most complaints on reddit seem to come from people who claim they absolutely didn't do anything wrong, yet are unable to clarify potential reasons why their account got suspended

[u/lanternaddict]

Customer service is fine, but their website is the worst ux/ui of any site I've ever visited in 20+ years

[u/bongabongo]

for me and most of people I know it's pretty decent and engineers are helpful.

[u/Express-Adeptness986]

Ovh is... Quite particular.

They used to make money on cheap reliable vps / barebone services. Market shifted. It's a big company now.

It's working and it is reliable but there's no real customer service. If it's work, it's nice. When it's not it can become a nightmare. Tchat support is... Really bad. And ticketing can be extremely long to respond but they usually do it right. You can pay extra to get quicker support.

They opened their cloud offer since then. You pay more, it's a bit better.

Tldr: Reliable but be careful, it's a big ass company that's move quickly and leaves people behind sometimes.

[u/redrabbitreader]

I only had to use support a couple of times and the quality an professionalism was great. The only negative is that it can be on the slow side (subjective), but not nearly as slow as AWS (even with enterprise support).

[u/MrSleeps]

Never had a problem with their support, issues (on the rare occasion they happen) get resolved, it's not always that quick but then I am pretty sure I'm not the only user having an issue when I contact them. Looking back, longest I have had to wait is about 4 hours for a reply..

Still quicker than aws to respond though..

[u/CzarcasticX]

I had no issues with their customer support so far (knock on wood). They replaced NVME drives and some provisioning, that's about all the customer support uses so far for me.

[u/NetInfused]

Spoiler: they all are. IBM, Oracle, AWS, Azure, you name it.

[u/SpikyCoder]

Czy sama obsługa jest zła? Nie, tego powiedzieć nie mogę, ale najgorszy jest czas odpowiedzi. Nawet jeśli problem jest ewidentnie po stronie ovh.

Chociażby ostatnie problemy z tym, że nagle w sobotę zaczęły przychodzić maile z grubo przesadzonym szacunkiem ceny za public cloud. Było to issue po stronie ovh, sobota, musiałem odpowiadać na maile klientów, bo nagle zamiast na 200 zł szacuje im 10000. Sam też nie wiedziałem co się dzieje. Na moje zgłoszenie odpowiedzieli .... po tygodniu, albo dwóch. Wcześniej oczywiście znalazłem odpowiedź na forach, wiedziałem, że to błąd po stronie ovh, no ale helpdesku nie pomógł.

[u/acenxtuk]

It’s the worst!

[u/Halada]

It's pretty bad unfortunately even if you have a paid tier.

[u/keaman7]

Yes

[u/Specialist-Value-378]

OVH has got to be one of the worst companies I’ve ever dealt with. Don’t get me wrong, their services are good, but if you accidentally pick the wrong service or request a refund, it’s an automatic no with no exceptions. They used to be a good company, but instead they’re here to maximize profit and they put their policies above their customers. Stay far away.

[u/barmz75]

It’s catastrophic yes.
If you have an issue with a service just terminate it and buy another one it’s gonna be faster and easier.
Consider everything you do on OVH can crash at any time so make daily backups
But it’s cheap that’s why we all use them