Darkstar LLC, Thieves Who Sell Ventrillo Servers steal, theft, credit card Chicago Illinois

In my previous replies i referenced the first email as "May 5th and 4 days prior" to the invoice's due date, that should be "April 5th and 34 days prior".
Thank you

I think it would also be prudent to point out that the outage referenced in this complaint was on March 30th, and a majority of our client's service were back online within 3 days. Some a single day, some others 2 to 3 days out, and a few clients had to have their account's rebuilt manually.
Jeremiah's account was back online: 20090401 10:28:53 READY: (partial server log below)
That's 04/01/2009 @ 10:28:53 EST our site and support center was back online March 31st, yet we received no contact of any type from him until the previously mentioned 05 Apr 2009 9:39 PM

In the March 30th outage, we were one of the 10 or more companies who experienced problems between March 21st and April 5th or 6th, the fact that a majority of our client's services were back up within a 3 day period is a testament to the hard work and dedication that our company puts forth and has for our clients.
I heard that yet another company experienced the same type issue from the same exploit as recently as last Friday May 8th, all of us at Darkstarllc hope they are able to recover quickly as well.

I've obfuscated part of the server's information to protect the privacy of Jeremiah's server.

20090401 10:28:53 Version = 3.0.3
20090401 10:28:53 Name = DarkStar Ventrilo
20090401 10:28:53 Phonetic = Ventrilo
20090401 10:28:53 Auth = 0
20090401 10:28:53 Port = 280xx
20090401 10:28:53 TimedBans = 0
20090401 10:28:53 Duplicates = 0
20090401 10:28:53 SendBuffer = 131072
20090401 10:28:53 RecvBuffer = 131072
20090401 10:28:53 LogonTimeout = 5
20090401 10:28:53 CloseStd = 1
20090401 10:28:53 TimeStamp = 1
20090401 10:28:53 PingRate = 10
20090401 10:28:53 ExtraBuffer = 131072
20090401 10:28:53 ChanWidth = 0
20090401 10:28:53 ChanDepth = 8
20090401 10:28:53 ChanClients = 0
20090401 10:28:53 DisableQuit = 1
20090401 10:28:53 VoiceCodec = 3 (Speex)
20090401 10:28:53 VoiceFormat = 27 (32 KHz, 16 bit, 5 Qlty) - Bytes/Sec 2433
20090401 10:28:53 CodecMaxBW = 0
20090401 10:28:53 SilentLobby = 0
20090401 10:28:53 AutoKick = 0
20090401 10:28:53 NoLoginLimit = 4
20090401 10:28:53 NoLoginTrigger = 0
20090401 10:28:53 MaxClients = 10
20090401 10:28:53
20090401 10:28:53 Accepting connections on these interface(s).
20090401 10:28:53 1: 216.6.227.xxx
20090401 10:28:53
20090401 10:28:53 Accepting UDP Status/Control messages on these interface(s).
20090401 10:28:53 1: 216.6.227.xxx
20090401 10:28:53
20090401 10:28:53 READY:
20090401 10:29:53 USR: File updated. Time 0ms.


Thank you...

First off, I really hate pointing out when a client makes an obviously skewed presentation of the facts in a situation simply because they didn't get their way, but...

The REAL story behind this issue is that the client did email us on 05 Apr 2009 9:39 PM and stated that he wanted to cancel his account, one of our technicians replied to this client with the following instructions: 05 Apr 2009 9:55 PM
http://www.darkstarllc.com/legal/terms-of-service/

Account Cancellation:
All requests for cancellation must be made in writing with at least 1 days notice. Requests to cancel service with DarkStar Communications must be submitted in the form of a ticket by visiting http://support.darkstarllc.com and submitting a ticket to the Cancellations department from the support account associated with the account which is being canceled. Service will be interrupted five days prior to the next billing cycle. The ticket system will assign out a ticket id for your reference immediately after you have submitted your ticket. This ticket id is sufficient evidence that you did indeed request to cancel service, client agrees to keep this ticket id handy in the even the client wishes to dispute a charge. Client agrees that DarkStar Communications will NOT take phone cancellations and all cancellations must be done via the ticket system provided above, clients who state they canceled via phone or email will not be entitled to any reimbursement and will be held liable for services rendered.

This was 4 days before the client's account cycled and gives the client every bit of information that is needed to handle the situation properly and swiftly.

(why we don't accept email cancellation or Phone cancellation requests)
We don't accept email cancellation requests and that is stated clearly in the terms of service agreement that all clients read and accept during the signup process.
This is an account security measure, nothing more, nothing less, anyone can forge a return address in an email (spammers do it all the time) and get someone's account canceled by simply submitting an email IF we accepted those type requests and just canceled every account we got an email for. (it's been done before, and still tried occasionally even today)
Can you imagine how mad a client gets when all of a sudden the expiration date on the account rolls around and in the middle of a match, or a scrim, the cancellation system removes their server and all it's files/settings/customizations? We had this problem years ago, that's why our policy was changed back in late 2006, early 2007 for that very reason.
All we ask our clients to do is login to the support center and submit the request so that we can track the ip they logged in from, verify that the support account is the right one for the service account and ensure that not only do we see the client's request, but that they see our response as well.
Also, the slot licenses for the client's voice server aren't free, we have to pay for them, that's why we require at least a single day's notice of the client's intent to cancel prior to the account's cycle date (usually the invoice's due date unless of course we've made an extension for the client on the cycle date when they needed a few extra days or whatever to pay an invoice so their service wouldn't be suspended)
Anyway, on to this person's issue.
After ignoring our instructions for the 4 day period of time, the client finally found it worth his while to bother to login to our support center after the account had cycled and request cancellation of the service, of course he wanted a refund too. he also took to calling us derogatory names, claiming we were ripping him off, called us thieves, crooks, said he was an attorney and even threatened us with legal action because "he" did not follow the guidelines he read and accepted (or said he did) during signup, or the instructions given to him (on the 5th) in plenty of time to request cancellation properly.
no one ever told him that he was being charged an administrative fee, however he was told that if he followed the statement he made about filing a chargeback against the payment, (which would in fact be fraudulent) that he could be subject to the administrative fee, that wasn't a threat even though he'd like you to believe what he wrote is law and gospel, in fact, everyone who dealt with him was polite and professional in their responses. he was given the proper and correct information and has chosen to ignore it making the comment "Regardless of your ridiculous user agreement." of course the "ridiculous user agreement" he's referring to is the same one he said he'd abide by previously.

Darkstar Communications has been in business for over 6 years now, we are one of the largest providers of services on the web today, our total client count exceeds 65 thousand clients, yet a search of the web shows very, very few separate complaints about us, this is because we know the responsibility we have to our clients as their provider, and most of our clients know their responsibility to us as our client and they follow the guidelines that they accept when they sign up for service.
Occasionally, a client like this one will come along, want to do things their own way, and somehow think that because doing it their own way didn't work, that we have somehow wronged them.

If claims like the one I'm responding to were in fact true (as presented when a client gets mad), we wouldn't have been in business for even a year, much less over 6 years.

Our terms of service are located at: https://www.darkstarllc.com/legal/terms-of-service/
They are written in plain simple English and are quite easy to follow, over 99% of our clients never have a problem following them and in turn we never have a problem with over 99% of our clients, but true to the saying, "You can't please everyone" we can't, no matter how hard we try, some clients simply will not listen, or will not accept the facts that are presented to them and when that happens, one of us (usually me) ends up showing readers that we aren't the devil incarnate, we're not a rip-off company, and that we do follow the agreement we make with our clients.

Everyone is invited to read them, and if there are any questions our support staff is always happy to answer them in our support center.
http://support.darkstarllc.com/

Thanks to everyone in advance for the time they took to read this.
Darkstar Staff.