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View Full Version : You messed up, and I am MAD!!!


harrkev
02-03-2008, 11:58 AM
A couple of weeks ago, I got a link that our domain needed to be renewed. So, I forwarded this to my wife, who FOLLOWED THE LINK IN THE E-MAIL to pay by paypal (I have a .pdf of the pay-pal receipt). Everything fine, right?

WRONG!!!

I got a notice yesterday that our bill was overdue (even though we paid). Well, we submitted a help desk ticket.

Today I wake up, and our account has been suspended! To make it worse, it was suspended on a SUNDAY, which probably means a skeleton crew, so who knows how long it will be before a person can help up. There is also absolutely NO phone number listed anywhere on your site, so I am not too hopeful about talking to a person.

I understand that you have changed your billing system. Well, if you do something like that, you need to give people a grace period before suspending their service so that mistakes like this (mistakes that YOU made) can be straightened out.

So, my wife's business is down, and right before Valentine's day, her busiest time of the year. Yet, somehow, I doubt that you will reimburse us for the lost business that YOU caused.

I am quite angry about this right now. You made a mistake, and we are paying for it, and I have no idea how to get in touch with a real person.

PS: While I am in a rant mode, I remember that you guys had server issues about two months back, which also took down our entire web site. Anybody trying to get to our site just got an error. It would have been nice to take a spare computer, and give it the same IP address as the downed server, and tell it just to deliver "This Site Down For Maintenance" messages, rather than having our customers get a "server not found" error. Poor showing that time, too.

Maybe it is time to take my business elsewhere.
admin
02-03-2008, 12:55 PM
Domain registration and hosting are two entirely different things - and two distinct charges.

If you've been with hostpc a year now, you should know we never operate on a skeleton crew - owner and techs are on hand nearly 24x7

Open a helpdesk ticket and it will be addressed as soon as possible.
harrkev
02-03-2008, 01:09 PM
I use somebody else to register the domain. This is about hosting.

I DID submit help desk tickets. My wife submitted one yesterday, and I submitted one today.

No reply yet, and my web site is still down.
app-o-rama.com
02-04-2008, 09:28 AM
What is the website? What server are you on? You may also want to post the ticket number(s) here so that Joe or other staff can find it quickly.
admin
02-04-2008, 03:19 PM
Well, I finally found your payment, and your tickets. The payment you sent indicated a completely different, unregistered domain name - not even closely related to your account.

Nonetheless, the issue has been resolved, refund issued.
starfighter
02-05-2008, 01:26 AM
Harrkev,
As a long time user here at hostpc, I just thought I would point out that as per this thread: http://www.hostpc.com/community/showthread.php?t=3103 the new billing system has been in place for almost a year now. Guess that announcing that there was a new billing system most of 10 months before your renewal date wasn't enough for you. Good luck finding hosting that is more your speed.
Timotheos
03-28-2009, 02:36 PM
I understand that you have changed your billing system. Well, if you do something like that, you need to give people a grace period before suspending their service so that mistakes like this (mistakes that YOU made) can be straightened out.

Amen to that.
admin
03-28-2009, 05:13 PM
Amen to that.


This billing system has been used for QUITE a while now. The first order with it was April 1, 2007 22:13 ET.
honkinggoose
04-01-2009, 12:25 PM
I understand that you have changed your billing system. Well, if you do something like that, you need to give people a grace period before suspending their service so that mistakes like this (mistakes that YOU made) can be straightened out..

This is entirely different from my experience. I was sent a renewal notice, and my preferred cc had just been suspended due to data breach. I waited on the new cc, and my renewal date passed. My account remained open for at least two days after the renewal date. When it was finally suspended, I had to use another cc to renew the account.

I'm not implying HostPC is perfect. However, I've had a better experience with them than my four previous hosts over the last 12 years in respect to downtime, accounting, and particularly response to requests. The only thing that I would like to see improved is EAS and pre-ticket communication. Those two items haven't bitten me too hard yet, so I am a happy customer.

Mark
admin
04-01-2009, 02:22 PM
Were you part of that Harland breach also?

Man, that one bit me hard :(