I had a customer who don't even know how to upload a file
So, he tried to create the page through Cpanel/filemanager editing and creating files.

Well, thing is that he either know how to do it.
Now, he say that is my fault, and that the server is not running well (tried to do it thruogh filemanager, and its work perfectly).

Also, said something about that the scroll bars doesn't work in his browser because is my server doing something bad
:confused: :confused: :confused:

I tried to explain he step by step how to do this things, but seems that he don't understand, and now he asked to cancel his account and a refound.

It's our smaller plan, It doesn't matter the money, but, should I give he a refound because he doesn't know anything?

Originally posted by Jedito
. . . . . should I give he a refound because he doesn't know anything? I would. It's just not worth the agravation. :rolleyes:

Absolutely. Refund his money, in full, for whatever reason - if a customer has been with you for less than a month. Unless, of course, their site used up alot of bandwidth.

The LAST thing you want is for a customer to leave unhappy. Just check out some of these forums regarding HostRocket. It seems to me that the biggest problem HostRocket has is that they make enemies of their former clients.

I've actually had customers, who've cancelled their own account, recommend us to others. Why? Because when they ask for a refund - we smile, apologize that we couldn't help them and give them their refund.

This includes to people who couldn't figure out how to update DNS to point to their new hosting account with us...and blamed our servers for not recognizing their domain name.

Then there was the guy who kept renaming his index.html file "domainname.html" - he swore that we had the worst downtime...because his site was never up. :eek:

It is NOT good business to get into a power struggle with the customer over who's right. As far as we're concerned...let the customer think they're right. We know otherwise and that's good enough for us! :)

--Tina

Well.. I said he that I'll refound.
But I also tried to explain with examples why is everything Ok in the server, and things are running well.

BTW Tina, I recommend he affordablehost.com :).

Probably, you can help him more that I could.

Originally posted by Jedito
Well.. I said he that I'll refound.
But I also tried to explain with examples why is everything Ok in the server, and things are running well.

BTW Tina, I recommend he affordablehost.com :).

Probably, you can help him more that I could.


LOL! Thanks....I guess. :D

--Tina

Originally posted by AffordableHost
. . . . . .As far as we're concerned...let the customer think they're right. We know otherwise and that's good enough for us! :)

--Tina A philosophy I wish others could adopt. :rolleyes:
What can they complain about then?

Originally posted by Jedito
BTW Tina, I recommend he affordablehost.com :).

Probably, you can help him more that I could.

LOL!!

I can help with the scroll bar issue though... depending on the theme.

If it's Iconic, then when you load file manager, it opens it in a windows that is too low for you to see. (Goes past the bottom viewing area of your monitor) and it stops you from seeing a few files. Al you need to do to fix this is restore the window, then maximize it again, and it works fine. Wish they would fix that. I think it is browser dependent too, because sometimes on different browsers it will just open in a new screen for me.

He was using IE 6.0 like me, and I don't have any problem, anyway, he said that scroll bar does not work, not that wasent there :confused: :confused:

Well, hopefuly, Tina will help him :stickout :stickout

I still don't know if I'm doing something good or bad sending this customer to AH :)

I completely agree with what Tina has said. It's not worth having a client complaining about your company just because he couldn't figure out how to upload some files.

. . . . . .As far as we're concerned...let the customer think they're right. We know otherwise and that's good enough for us!

--Tina


Tina seems to be correct all the times.... :)
However, I have a feeling. Why do we pretend. If we actually see from the customers point of view they are facing a problem and we should accept it. And the fact that we know so much more than them and yet could not convey the message to them on how to correct the mistakes puts us in the same boat as the customer.... just that he is maybe 6 years behind us.
What I usually do in these cases is think of my aunty who knows nothing about computers and try to solve the problem. My primary focus that time is to solve the issue in a way that she wants it to be solved. So she feels real happy in the end that she could get the thing running ..... :)
Please note tina, that this is no offense to you... I really appriciate your points (not just this thread but many more)... You seem to be real good at getting solutions.... :)

Have a great day :)

regards
amar

Well I'm happy you got it somewhat sorted out. Hopefully it turns out to be a good thing for Tina. Some people however are beyond help until they realize they need to learn to cooperate with the people trying to help them. I'd get the person started with a WYSIWYG editor, editpad (I never trust notepad), and a decent FTP Program. All simplistic/free ones. This way they get used to going through the process and have a local backup of their files. Teach them to use an online interface and they're even more prone to raising h*** if anything goes wrong.

Peanut butter kudos to Tina for the everlasting advice. :)

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