Customer Service ???

[JohnSmith]

First, I want to say that Ive been very happy with hostpc until today. Uptimes are great, replies to tickets are fast, etc etc etc

Two days ago I bought a dedicated IP. The price on the order form was $12. The invoice I recieved said $12. Everything was set up quickly and worked 100%. Then I recieved an email saying that my card was billed $22.

I created a ticket and was (quickly) informed that there is a $10 setup fee for the dedicated IP. I was slightly pissed off because there was no mention of any setup fees in the order form or the invoice I recieved.

I told them about this expecting at least an apology, but instead Daniel H. told me "You can either accept it with the setup fee or joe will refund your $22."

So you screw up and then you tell me to either eat it or **** off?



PS: Looks like they just changed the order form and the dedicated IP now costs $22 + $10 setup fee. My invoice proves it was $12 with no setup fees when I placed my order.

[admin]

I'll be refunding your $22 shortly.

Joe

[admin]

Your credit card has been successfully refunded.

[JohnSmith]

I never said I wanted a refund. I believe you "dropped the ball" and I want to post my feedback. I thought that was the purpose of this forum.

Please fix my site.

[ozee]

The fee is very well documented on this page (https://tech.hostpc.com/orders/orders.php?type=3) ... shouldn't have been a surprise.

[JohnSmith]

When I placed my order it was $12 with no mention of a setup fee. They only changed the order form yesterday.

[Sean]

You are correct, a recent update to the order page left off the mention of the setup fee. That was corrected once we realized it was not being included on the description or the invoice. We do apologize for the oversite.

As for Dan's reply to your ticket, I can see how it could be taken out of context. Often times, what is being thought by the person posting does not come off as it's attended. I don't think that Dan was trying to be rude. Again, we apologize if it come across that way.

Sean
Lead Tech

[Cody Craven]

I recently purchased a dedicated ip for a client and received an email confirmation for $22 even though the order form on the site said $12.

I do understand how this can be disappointing but the support staff at HostPC has always been top notch and it is understandable that from a tech point of view you don't always have time to think about how to phrase your statements in the most diplomatic way possible.

I know personally I would prefer to have a company who is blatantly rude but gets the job done over one who makes me feel all tingly when they talk to me but can't fix a ticket in 6 hours.

In this aspect HostPC far exceeds any expectations I could have for a hosting company. They work hard to solve any issues and still invest enough time to be supportive and make the client happy.

Thank you HostPC staff,
Cody Craven

[tourbi]

There is never a reason to be rude.
One can do ones job without being rude or blowing a person off.

[dbmasters]

There is a huge chasm in the difference between being rude and simply not walking on eggshells to offend somebodies over-sensitive feelings.

Society today has gotten so sissified and thin skinned everybody is offended by the littlest thing...suck it up, be an adult and be glad they get the job done better than any other host.

Jeezuz...:cool: