A Public Complaint - the general happenings of Ticket #36157

[perlmonkee]

I signed up for "The 64".
my VPS is on the physical server called "VM4", which was scheduled for upgrade.
My server was down for four hours... I recieved no upgrade.
I am now being charged for "The 128"
I asked why it took so long, and why I'm being charged for things I'm not getting.
"David K" was somewhat helpful and rather understanding of my frustration.
He credited me for half of two invoices. - totalling 14.00

Sent to Anthony Kepler on 01/21/2006 10:25:50PM
As far as the difference goes, its 14.99 (128) - (7.99), so we owe you $7.00 x 2
(invoices), so a total of $14.00.
--
-davidk
Fair enough. I'm too tired to care about much other than my server staying stable - and at least at the level I originally signed up for, and not being charged for things I'm not getting.
This morning, I recieved an e-mail from billing stating that I owe them $15.00 for a past due invoice that did not previously exist.
My account still shows my credit of $14.00 but I am being told that my account will be closed if I don't pay them $15.00 by credit card within 7 days.

I'm really very unhappy with this situation.

I have written to billing. The response I recieved told me that If I am unhappy with this service, I should consider a "managed" account from TekTonic.
I don't need a "managed" account - I need you people to pull your heads out of wherever they are, and stop screwing me.
The sooner the better.

[percussor]

Funny... worked fine for me...

[milegrin]

Greetings

I had similar situation but after a whole bunch of tickets it was eventually resolved and we back to square 1.

Regards
Michael

[matta]

Hi,

Billing might be updated to say the 128 (if you have a 64) as that had to be updated before we can do upgrades. You'll note the monthly price for a 128 is $14.99, same as it used to be for the 64. We have the RAM on order and with some help from the Xen developers feel we have fixed almost all of our outstanding issues with Xen 3.0.

[matta]

If you can PM me with your billing login and ticket number(s) I can see what can be done. Dave was correct in that we only accept authorized contacts on file. In event you don't have access to the e-mail anymore the staff are instructed to verify your personal and billing information. I'd like to verify that step was done on our side.

I don't know who you are or what the exact issue was on either side as I don't handle sales/billing on a daily basis, but as the owner I definitely have an interest in making sure customers are treated properly. I can see Ryan's answers being taken as curt, but I can assure you it's just because everyone is usually working on 3 tasks at a time at any given part of the day.

Cursing on our public forum where there might be minors viewing is definitely not acceptable though and for that reason I will be deleting your post prior to mine. I am noting this for archival reasons.

[perlmonkee]

[QUOTE=matta]If you can PM me with your billing login and ticket number(s) I can see what can be done. Dave was correct in that we only accept authorized contacts on file. In event you don't have access to the e-mail anymore the staff are instructed to verify your personal and billing information. I'd like to verify that step was done on our side.

I don't know who you are or what the exact issue was on either side as I don't handle sales/billing on a daily basis, but as the owner I definitely have an interest in making sure customers are treated properly. I can see Ryan's answers being taken as curt, but I can assure you it's just because everyone is usually working on 3 tasks at a time at any given part of the day.

Cursing on our public forum where there might be minors viewing is definitely not acceptable though and for that reason I will be deleting your post prior to mine. I am noting this for archival reasons.[/QUOTE]

If you only accept contact from authorized addresses, how can he justify closing my account based on his emotional reaction to something said to him through an address not associated with an account? This seems like a protocol in place when it fits your mood, not anything with security honestly in mind.

Cursing?
I censored myself willingly - for similar reasons to those you stated. "****" is not cursing, its a series of asterisks used to take the place of an actual potentially offensive word, while still letting you know that there was something there - that might have been offensive. It gets the point accross that I was very upset and using "strong language" without actually subjecting anyone else to the same language.

If anyone would like to know my experiences with UnixShell#, I will be happy to share them, feel free to contact me in any medium. I have copies of the whole e-mail exchange spanning several days available for anyone who wants them.

I don't care why his answers were curt - he is the service provider, and I am the customer. I know you have to understand this. I will be contacting you directly, Matt. I would like a refund for the remaining time on my account, access to my data, and then I would very much like to never do business with any of you again.

It really is a shame, I liked this service a lot (when it worked).
It is flat out impossible to find anyone who offers as much as UnixShell# for such a low price tag. I know, I've spent the night trying. Your customer service staff, and the stability problems, however, make it worth the added expense to take my business elsewhere.

[matta]

Replacing your curses with *'s is easy to figure out what you wanted to say, as you stated yourself. Anyone can browse these forums, am I to take the blame for you cursing here and some childs' parents getting upset with unixshell# because we allowed such content on our own website?

Anyhow, I contacted Ryan and saw the ticket information. I am 100% backing him on this. You were abusive to our staff. As a business it is our right to refuse service to anyone we want. It is standard procedure in many support centers to cease communication with a customer once personal threats are made. If you had remained rational throughout this you would have realized only your plan name changed, your monthly rate was the same, and you were going to get double the resources for free. David K is our night admin and was not aware of the doubling of resources. Dave S and Ryan would have explained this to you if you had given them the chance.

I am locking this thread. You are not a customer anymore.