—For record-keeping only, to avoid any suspicion of factual ambiguity; communication with the user is still ongoing
Ticket #872: A user claiming to have come from Nodeloc purchased two promotional VPSs (one of them being a limited 1H1G VPS priced at 19.9/year).
The user submitted a refund request because the machines do not include IPv6. The page clearly stated that no after-sales support would be provided, and nothing on the purchase page was misleading enough to make the user believe IPv6 was included.
To negotiate, we offered compensation: the user could keep the original machine and receive a one-year Hong Kong Zone 28 IPv6-only VPS (1H128M, 5 IPv6 addresses) free of charge.
The user still insists on a refund for both machines. This cannot be processed under the rules, so the user threatened to post publicly. This explanation is being provided in advance to avoid any factual ambiguity.
We have also informed the user that they may independently list and transfer the VPS on the second-hand market.
The ticket history is complete. Communication will continue within the ticket, which has not yet been closed.
First of all, I’m not trying to scam you. I didn’t check whether IPv6 was available before making the purchase—that was my mistake. As a new MJJ, not checking carefully whether IPv6 was available when purchasing was our responsibility as buyers.
Secondly, your ticket said: “This server model is a limited promotional order. Under the terms of the promotion, refunds of any kind cannot be issued. We hope you can understand.”
I checked the promotion rules: “Promotional products do not include after-sales support, and their performance is slightly lower than that of the high-end promotional range.”
So, if I understood correctly, “no after-sales support” means no refunds of any kind? That means it can only be bought and never returned?
Then why didn’t you clearly state that promotional servers are not eligible for any refunds???
Secondly, I don’t need any freebies from you. My request is very clear: can you add IPv6 to my VPS? If you can, I won’t ask for a refund; if you can’t, then I will.
Finally, I’d like to say that even servers purchased from a major provider come with after-sales support, right?
The product description page did not state that this model supports IPv6, nor did it contain any misleading information.
Purchases are subject to the parameters listed on the page. A refund cannot be requested based on features subjectively expected after placing an order.
IPv6 cannot be added in Hong Kong Zone 27. We also offered compensation in the form of a dedicated IPv6-only machine, but you said you did not need this compensation. Therefore, we can only recommend that you list it on the second-hand market.
Yes, only the groups specifically marked as refundable on the page support refunds. Since this is a special-offer model, the request is for a no-questions-asked refund, and processing it would disrupt the operation of limited-quantity models, we’re unable to provide a refund in any form. We’re very sorry.
It was clearly stated that after-sales service is unavailable. There are no cases where this wasn’t stated, nor is there some default no-refund policy—everything was clearly labeled.
