Has anyone else had customers who seem to think that you register domain names for them for FREE when you setup an account?

What do you do?

I decided I would do it this time at a loss, they had already paid. Its just sad when they say they they will sue you etc

Two pennies welcome.

How can they sue you if you didn't state on your site or TOS that you will register a free domain for them.

I would just tell them that you didn't state it and ask them where they got the idea from, I would guess from other hosts that DO give free domains with accounts.

Alan

So, would you give the domain name OR refund the few dollars they paid OR charge them for one month? What can you get away with legally? Could you charge for the first month?

Terry

It's not a matter of what you could do legally, it's a matter of what's the best thing to do.

If they signed up for hosting under the impression that the domainname was included politely explain to them that they are mistaken and ask them if they still want to continue hosting their site with you.

If they don't, then just give them their money back and apologize for the inconvenience.

Case closed.


Happens quite a lot actually :( But I have never had a customer getting too upset over it. Afer all, it usually is due to them mis-reading the information on your site. In all occasions they just register a name, either with us or with a third party registrar.

Oh, just wanted to add this little bit. I'm pretty sure that you will loose this customer anyway during the next couple of months if not sooner. If you start of in your customer-hosting company relationship in this way then it will never work out. They'll find something else...

We only setup accounts when the client either already has a domain, or is going to register one with us.

We make this clear on the order form so that there is no confusion. I don't see how they can sue you when you don't specifically state that you are giving them a domain for free with an account.

Just my tupence worth :)

Well we decided that we would let it go for free this time. Even though it will take two months service to cover the cost of this domain name (let alone cover the hosting) Deciding to offer the domain name was probably just right since it can't do us any bad. We will offer a refund in future I think.

I've had a couple like that, I explain to them "at the rates I supply web hosting at, giving away $15 a year for domain registration is simply impossible, if our site or setup in anyway gave you a false impression or you're simply not willing to pay the domain registration then we'll gladly refund your full payment with our apoligies".

Haven't had one pull out yet.

I would apologize (I dunno, it helps sometimes) and then ask where they got the impression that the domain name was included...so that you can make your site's wording a little clearer. If they find something that is truly misleading - then offer the domain and tell them "thanks for the heads-up" and register the domain for them. If they can't really show you anything - just tell them that they are the first customer to mistakenly believe that the domain was included and you are sorry for any confusion. Don't offer them the refund unless they ask.

PS: Customers who start out complaining because you aren't giving them enough generally end up leaving anyway...because you can NEVER do enough for these kind of people.

--Tina

I agree here. Tell them the domain registration is not included. Offer to register it for them for whatever fee you charge for such service or tell them they can use their own registrar.

If they continue to be a pain, simply refund the money and wish them the best of luck in finding a new host. My experience is that it is FAR cheaper to refund the money up front on those kinds than to deal with the time it takes to keep them happy (and ultimately lose them anyway).

yup thats what i was thinking. For some reason i decided to offer the domain (at a loss). Well i have learnt for next time.

Originally posted by AffordableHost
I would apologize (I dunno, it helps sometimes) and then ask where they got the impression that the domain name was included...so that you can make your site's wording a little clearer. Exactly. After all, if it happens with any regularity you're probably saying something that's confusing people.

PS: Customers who start out complaining because you aren't giving them enough generally end up leaving anyway...because you can NEVER do enough for these kind of people.Yep. In pretty much any business. But I'd make a distinction (and I'm not saying you don't) between those that start out complaining and those who are just clueless. The way they respond when you react to, for example, their "but I thought the price of the domain name was included in that $4.95 first month" will tell you what the relationship will be like!

(P.S. Post number 1000! -- and achieved that without ever writing one that was made entirely of smilies, or kewl 3-letter acronyms. LOL.)

Tell them the truth.. that it isn't part of your package/service.. but then offer then this deal:

You will give them a free domain, after they have been with you for two months. In other words, register their domain and make yourself the owner. Then, after two months of them paying you.. transfer ownership to them.

At this point, you haven't lost any money, and haven't made any.. but you have kept a happy customer who will (hopefully) stay on and continue hosting with you.

Never had that problem. We do register domain names for free if the client pays yearly. They also get a month FREE. Find a better deal then that and let me know :D

For some of us - Giving free domain names means that we may not even break even break even for a few months with that customer.