Does a host have the right to terminate an account of a customer to verbally offends people in forums or post offensive language in emails...At what point do they cross the line?

Also do you find (mainly kids) that when something doesnt go quite as right as they had hoped, they start running at the mouth and posting bad things all over the net with their minute problem with a host? What do you do about these people that do this? Do you say nothing and let it go, do you say something, do you post in the forum as a defense? burst comes to mind in this case about posting.

Does a host have the right to terminate an account of a customerI think most hosts can cancel service to a customer for any reason they want.

Im sure you can but you will get flamed in a big way.

but before you cancel their account make sure you tell them why. If you don't and just cancel it, you WILL get flamed big time;)

Originally posted by goodness0001
Does a host have the right to terminate an account of a customer to verbally offends people in forums or post offensive language in emails...At what point do they cross the line?

You can terminate their account. The line is where you put it. It is probably different with every host. But every host in this forum probably had that moment with a client when enough is enough.

Handle is civil. Give them enough time to find a new host. If they paid for a year, immediatly refund the remainder of their money.

Also do you find they start running at the mouth and posting bad things all over the net. Do you say nothing and let it go, do you say something, do you post in the forum as a defense? burst comes to mind in this case about posting.

Warning! Danger ahead! Posting a reply in defense is a good thing. If you remain silent the people will only hear one side of the story and since you do not comment will think that means your customer is right.

But... for the love of god, do not get drawn into a forumwar. Don't attack the client. Not on age, not on behaviour, not an anything. Just explain the situation as it is and stick to that one post. I've seen threads on WHT where the host got totally drawn into a hellhole thread with up to 100 replies.

You just try running your loud, big mouth off at a decent restaurant (heck even McDonald's) or any respectable business, and see if they don't show you the door. I generally have a pretty high degree of patience and understanding, but one thing I won't tolerate is any rudeness. I don't care if you want to be a donkey, but you can be a donkey elsewhere (it's your problem you're ignorant, not mine).

As for forums, yeah you run the risk (no matter what), of getting one of those lovely reviews that no one wants. Sometimes it is prety obvious to other members that the person is just out for blood, sometimes it isn't. New members or lurkers might not know either way.

I think there has been some pretty good feedback. I just wasnt wondering how to handle things on a forum because it seems the host never comes out looking very good because really nobody can win a "forum war".

I also find that reading many complaints things tend to be exaggerated quite a bit... eh...

No, you won't win a forum war if you are posting verses someone who is intent on doing damage. I'd say that Matt (of Site5) has handled a couple of complaints here rather well. He addressed them but didn't argue points. It doesn't always go that well though, and you have to consider the post that you are replying to. Things happen, not everyone is going to be satisfied, that's a given -but your posts can either make up for it or dig the hole deeper.

I actually think that kids are mostly responsible for such behavior and forums like yourhostsucks.com is actually a place that breeds such behavior and I find many people posting with a childs mentallity. A forum should be used for support, ideas, helping one another and frankly i wish people would use them more closely to this reason.

Well people do like to gripe, it is human nature. One of the forums I used to go to a long time ago (but haven't been to lately), had two forums next to eachother. One was "Good experiences with web hosts", the other was "Bad experiences with web hosts". I'm sure you can guess which forum was always nearly dead and which one has many more posts and was active.

As for the forum you mentioned, you'll find the operators of that forum bitching about me there, heh, and while I considered registering to address the issue, I felt that they addressed it well enough themselves and that any reasonable person can draw their own conclusions from that thread, and from other threads.

I'd only address legitimate, rational complaints and leave the ones that aren't, alone. As you said, you don't want to get sucked into a forum war with someone who is angry and will take anything you say in a post, quote it word for word, and use it against you. A, "We regret that we couldn't satisfy your needs, but wish you the best with your new host." -is better than that.

Another thing we have a problem with here (and I've seen elsewhere), is that if it wasn't bad enough that JoeUpsetClient is posting all of this (and commenting on your comments), other forum members start commenting on what you or JoeUpsetClient post, and soon you've got yourself a mega-five-page everyone's got an opinion thread.

It is human nature to complain about something before taking the time to praise something.

Whats the thoughts on customers who seem to be "paranoid" and start accusing for no real reason?

Had sent a basic reply to a support problem to a customer, who then proceded to email back saying the reply was aggressive, how dare we talk to him like that, and that he demanded respect in replies to his emails.

I re-read the original fearing the worst (written quickly) but not on any planet in this universe could it have been considered aggressive. (Thank you , regards, all the usual pleasant stuff)

My opinion is that he became defensive because later it was pointed out that he had asked the wrong support question altogether.

Anyway he is now phoning demanding apologies, insisting that he must be treated better if he is to remain with us, and mumbling about formal proceedings.

Where do i go from here ?

Originally posted by fishface
. . . . . Where do i go from here ? I would simply apologize. Say something like, "I'm sorry if you feel your request was handled inappropriatly. I can assure you, it was never our intent to insult you. Thank you for bringing this matter to our attention. We will work harder to insure that something of this nature will not happen in the future."
Or something along those lines. . . . . .

Then, I would remember that; you can't please everyone. 'Nor should you expect to.
Although, in a perfect world, you could.
The world is far from perfect.

I would have to say that I have had a few customer say that the response was not polite as they would have liked it to be, but in fact it was polite, but it was also a quick and to the point answer when things get busy...

I also had someone flame us because he said our hosting never worked blah blah blah, we sucked, his account never worked, and the thing was his credit card got ultimately declined so we emailed him and suspended his domain/account and said that we needed a new number (suspected fraud) with confirmation telephone number...eh cant win them all.

I guess you are right chicken, everybody does tend to have an opinion and you need to take it with a grain of salt when someone complains about a host and really do some research, I find it is mostly kids that will complain about a host and they all tend to gang up....

Ive been recently banned from site5 forums....its pretty crazy IMO. They started up their forums again last week, with these strict rules that you are NOT allowed to complain at all, otherwise you are outta thhere (a webhost forum and you can even ask whats happening to the server? Ermmm.....makes sense to me!?) Anyway, in the end I become very frustrated....3 tickets of mine were totally ignored by email. So in the end, i had no choice but to ask what was happening in the forum...and i was thrown out at once....I wasnt rude, use foul langauge.......make your own opinions on that one!

The problem with forums is that people cant behave maturely or politely ask...more often you will get second hand info from another customer that is not true. I wouldnt ban someone for asking, but i have banned people for trying to start things with support techs, or for posting non sense complaining...my attitude is if you dont like the servers, dont sit there and complain, just leave, because i know that our techs will do everything possible to fix everything or to walk a customer through something and if that isnt enough, im afraid that person will never be happy.

Originally posted by Rich
Ive been recently banned from site5 forums....its pretty crazy IMO. They started up their forums again last week, with these strict rules that you are NOT allowed to complain at all, otherwise you are outta thhereOn the contrary... we have setup an email address that goes directly to our executive staff for review. It is posted on our support page (www.site5.com/support/contact.html). If you take the time to read our forum rules, you will see that we are not making an attempt to squelch complaints. In fact, we are encouraging them (although we certainly don't like to hear that our customers are dissatisfied, we do like to know about it so that we can rectify the issue ASAP).
(a webhost forum and you can even ask whats happening to the server? Ermmm.....makes sense to me!?)Well, those are the rules. The alternative is for us to remove the forums completely--which we certainly don't want to do because we feel that they are a valueable way for our customers to get in touch with one another. Of course, we do provice server status reports on our forums (viewable by everyone), and we also continue to maintain our server status page at noc.site5.com--a new version of which (with opt-in mailing lists for each specific server) is due out shortly.
Anyway, in the end I become very frustrated....3 tickets of mine were totally ignored by email.As I said before, I am not sure which tickets you are referring to. There was one, within the past week or so, that did take longer than 24 hours to respond to. I do apologize for the delay--we had an abnormal amount of tickets earlier this week (about 4 times the amount we normally receive), so response times may have been a little bit sluggish. The previous two... I'm not sure what to tell you. We don't have any open tickets in our system from you, so that means that they were either never received, or they were received and closed without a response--which I can't imagine, but I certainly wouldn't rule it out without looking into the matter personally.
So in the end, i had no choice but to ask what was happening in the forum...No--you did have a choice. Two very clear ones: 1) use our suggested means of submitting complaints, or 2) blatantly violate our forum policies. It's stated pretty clearly on the forums that what you did was against the rules. To make things easy on our customers, we have placed NUMEROUS links on the forums to our support contact page (www.site5.com/support/contact.html). There you will find, clearly marked, the email address for our management staff. It says, and I quote: "Complaints and suggestions can be sent directly to our management team." I'm not sure how much more obvious we can make it--we have done our best to make the rules VERY clear to our users.
and i was thrown out at once....That's exactly what the rules say will happen... if you missed that part, I would suggest that you re-read them! (since you still have the ability to view our forums ;) )
I wasnt rude, use foul langauge.......make your own opinions on that one!Perhaps not... but you did violate the (very simple) guidelines that we put in place there. Nowhere did it say that these rules were subject to interpretation or up for discussion. A rule is a rule, and if you break it, you pay the consequence. It's pretty simple, really.

Granted, you have in the past been an ardent contributor to our discussion forums, but that does not mean that you are somehow above the law of the land. I realize that you don't like it. It probably doesn't seem fair--but that's the way that we have chosen to structure things, and we gave you PLENTY of warning. If you're surprised that we actually enforce our policies, well, I'm not sure what to tell you. I guess each person will have to decide whether or not they would like to test things out and see exactly where the line is. Unfortunately, you crossed it, and as a result, have lost your poting privlidges on our forums. Oh well--live and learn I guess. ;)

Of course--let's not forget how much we enjoy banning our own customers from our forums. I absolutely love spending my time replying to criticisms on WebHostingTalk about how we are a communist-like company with intentions to snuff out any and all negative feedback that we might receive. :rolleyes:

At any rate, I'm sorry that you feel you were treated unfairly. However if you read our forum rules, I think they are pretty darn clear. You made the choice to violate them, and now you get to deal with the consequence. Posting here about it does not put you in the right--it just makes my wrists tired, and my day longer. :)

Please feel free to contact me if you have any questions.

I think we do have the right to terminate and account if we want and also I have had many accounts that have had an hour of downtime and went posting everywhere. They were not kids theyn were immature adults.

Without doubt Matt, i am leaving your services, once i have found another web host. Sure, you offer a good deal - but I've had enough. Constant downtime, and internal errors lately...FTP doesnt work half the time, and the tickets are ignored - plus in one month, you have somehow managed to lose space on infinity...twice (not once!) my message board became corrupted, because you managed to run out of space. Not my fault, I always keep a check on the amount of webspace. And did I have a back up as well? Nope, not one that could be retrieved, it was too late (because the ticket took a age....that ticket was a while back though) noc.site5.com has never been apdated when i have looked when my site has been down, I'm not saying that every time, but you know people have complained about that. And now Ive banned from your forum. And I was told that I can still view the board, but not post? No, I can see the main page, but no posts. Thats just too much for me I', afraid.


As you know, you have been sluggish lately - my tickets weren't replied to. So what am I meant to do? Sit there and wait? I paid money for my support, all i wanted is someone looking at the problem. No option really, I read the forum rules, but I had to somehow get a reply to the problem I had at that time.

Well, those are the rules. The alternative is for us to remove the forums completely--which we certainly don't want to do because we feel that they are a valueable way for our customers to get in touch with one another.

Come on matt, why? Say exactly why we cant simply ask why the server is down? That there is a problem, etc? No one will be interested in a "community" feel...we will only be interested when theres a problem basically. look at the amount of "0" pages, people have their own message boards. Its good to see their are other clients, but I only look to see if other infinty sites are down too. That you wont even allow the simple chance of asking whats happening to your own sites, your own customers....is a offence to the money I pay for your services matt IMO. You might as well just get rid of it, bacuase I've never had such a forum with such a dictatorship feel. Sure, I have rules on my board - swearing, pornography, aggresion - but simple questions that I posed.....I really am quite....amused by it almost, that you have laid down such rules.. If I had been aggresive, a ton of !!!!!, stuff like that....but come on. I can understand if someone came in in such a way - sure, I would consider that a good reason of banning someone...but simply placing some facts on the table, a few simple questions about the server, and instant ban.....I give you money, for one purpose - for being my web host. So that I cant ask whats happening to my web host in a decent forum...well, it just boggles my mind Im afraid.

before, I found site5 to be quick, informative, server was good....but things have changed. I will go, when I managed to find a web host. Myself, i will keep this serious, i wont post "rolleyes" and "winks", because I feel thats not appropriate. If you are going to try to cut my sentences to pieces, I would ask for some respect from my web host matt. As you can see, I havent made any rude comments, etc - Im sure you have seen such ones before. I've been for site5 for a long time.....Im very much saddened by this latest occurance. I hope you do manage to sort out the rules/tickets/noc.site5.com/downtime , I do say that sincerely, because site5 was one of the best before.

Originally posted by Rich
Without doubt Matt, i am leaving your services, once i have found another web host. Sure, you offer a good deal - but I've had enough. Constant downtime, and internal errors lately...FTP doesnt work half the time, and the tickets are ignored - plus in one month, you have somehow managed to lose space on infinity...twice (not once!) my message board became corrupted, because you managed to run out of space. Not my fault, I always keep a check on the amount of webspace. And did I have a back up as well? Nope, not one that could be retrieved, it was too late (because the ticket took a age....that ticket was a while back though) noc.site5.com has never been apdated when i have looked when my site has been down, I'm not saying that every time, but you know people have complained about that. And now Ive banned from your forum. And I was told that I can still view the board, but not post? No, I can see the main page, but no posts. Thats just too much for me I', afraid.Those are all certainly valid points. We have had our fair share of interruptions lately--with the server that you are on being the most severely affected (actually, it's nearly all issues with that particular server). We have, over the past month, moved a couple hundred accounts to new servers to help resolve problems on servers. The Infinity server seems to be the last stronghold for remaining reliability issues. We do, however, have a new server coming in this week (err.. I guess it will be here next week, since it hasn't arrived yet) onto which we will move nearly half of the accounts remaining on Infinity (and of course, it will run NetAdmin 2 as well).
As you know, you have been sluggish lately - my tickets weren't replied to. So what am I meant to do? Sit there and wait? I paid money for my support, all i wanted is someone looking at the problem. No option really, I read the forum rules, but I had to somehow get a reply to the problem I had at that time.As I said before--the link to management has always been there, and always will be there. We also have an emergency pager system in place. If you feel that the problem has reached the point where it qualifies as an emergency, then we would much prefer that you send a page then posting a copy of it to our forums.

On a related note, support times have, for the most part, improved quite a bit over the past month. Obviously not in this case--but in general, we have been making some changes that have turned out for the better.
Come on matt, why? Say exactly why we cant simply ask why the server is down? That there is a problem, etc?The simple explanation is that it causes too much confusion. One user's site may have been suspended for a TOS violation, and he posts something like "Server XYZ down!" and now everyone else thinks that the server was down or that there was a problem, when in reality they were unaffected. We did not say that service issues would not be posted to the forums, merely that they can only be posted by staff members. This helps to ensure that the forums don't turn into a public version of our trouble-ticket system (which is what generally ends up happening).
No one will be interested in a "community" feel...we will only be interested when theres a problem basically. look at the amount of "0" pages, people have their own message boards. Its good to see their are other clients, but I only look to see if other infinty sites are down too.That is certainly a valid point. It seems that everyone wants to make their own community these days... and most of the time the only people that benefit from it are the developers of vBulletin. ;)

But all kidding aside, we are evaluating different methods for running a forum. Our intention is to open them up for open support discussions as soon as all of our server and control panel upgrades have been completed. However that time is not here yet, and therefore we have opted to open them up for non-support related discussions only.
That you wont even allow the simple chance of asking whats happening to your own sites, your own customers....is a offence to the money I pay for your services matt IMO.You are absolutely entitled to know what's going on. If you feel that you are having trouble contacting our support team via our tracking system, you are always more than welcome to fire off an email to management, or even directly to me (I have worked with you personally many times in the past, and my email address is plastered all over our forums, these forums, etc.). But as far as support is concerned (for the time being, anyway), the forums do not exist.
You might as well just get rid of it, bacuase I've never had such a forum with such a dictatorship feel. Sure, I have rules on my board - swearing, pornography, aggresion - but simple questions that I posed.....I really am quite....amused by it almost, that you have laid down such rules.. If I had been aggresive, a ton of !!!!!, stuff like that....but come on. I can understand if someone came in in such a way - sure, I would consider that a good reason of banning someone...but simply placing some facts on the table, a few simple questions about the server, and instant ban.....Well, if you had just posted something like "I'm having trouble with XYZ on the Infinity server--does anyone know what's going on?", we would certainly not have banned you, and may have even answered the question right then and there. We are not completely callous over here. However your post was primarily a complaint. It spoke of the past tickets that you have submitted and how they were ignored, and how this one had been submitted over 24 hours ago and you had not received a response, among other things. And don't get me wrong--those are all valid points, as I said, and should certainly be addressed--but they do not belong on our forums. This is the reason why it is almost better not to have any forums than to have forums where no support is allowed. No matter how clear we try to make it, people are simply going to question our decision to disallow technical support to be carried out there--which is definitely something that we will be talking about internally. It may be to everyone's benefit for us to simply close them down until we are ready to open them for support issues. I'm not sure--we will consider it.
I give you money, for one purpose - for being my web host. So that I cant ask whats happening to my web host in a decent forum...well, it just boggles my mind Im afraid.Bear in mind that our support forum is not what you are paying for. A large percentage of web hosts don't even have a support forum for their customers (can you blame them?). Support forums are not something that you just throw up on a whim and they work out fine all by themselves. Being an owner and administrator of a forum, you surely realize that you are opening yourself up for all kinds of attacks, problems, competition espionage, etc. I can recall a time when one of our customers was having trouble with a certain user on his forums hacking into his site :eek:. So there are definitely many things to be considered when running an open bulletin board. The fact that they are to be used in conjunction with a commercial service only complicates matters--because then you get into discussions of what their exact purpose is. We prefer that all support go through our ticket system. That's simply how we feel we can be most effective. So when customers would come and post support issues on our forums and get no response from our staff, they would get upset and think that they were being ignored--when in reality that's not the case at all. It is for this reason that we restructured the forums until we can come up with a valid support infrastructure that supports the use of both forums and a tracking system. I have no doubt that it can be done--and effectively. There are quite a few very respectable providers out there who maintain open support forums as well as internal support tracking systems. Rest assured that this is our goal, I have no doubt that we will be successful in achieving it. But for now, until then, we have imposed some simple guidelines for use of the forums--and we expect them to be followed.
before, I found site5 to be quick, informative, server was good....but things have changed. I will go, when I managed to find a web host.We would love nothing more than to see you remain a customer of Site5. Your account was actually on the list of sites to be moved to the new server and new NetAdmin system--so that will most certainly resolve any remaining reliability issues that you are experiencing. If you simply can't see yourself remaining a customer of Site5, then I have no doubt that one of our worthy competitors would be more than happy to have someone like yourself as part of their community. I know that we would certainly like you to remain a part of ours.
Myself, i will keep this serious, i wont post "rolleyes" and "winks", because I feel thats not appropriate.I can respect and appreciate that. However, I find they help to keep things interesting. ;)

<vB yelled at me for trying to post a message over 10,000 chars long. :rolleyes: Continued in next post!>

<Continued from post above.>

If you are going to try to cut my sentences to pieces, I would ask for some respect from my web host matt.Rich, I have known you on a one-to-one basis for quite some time. By now, you should know me well enough to realize that I mean no disrespect by responding to you here. However it is disappointing, not to mention disheartening, to see someone whom you thought you were on good terms with come and publicly denounce the company you work for (when it wasn't even really our fault that you were banned--you were the one who broke the rules). Had you taken the time to email me privately, I would have been (and still would be) more than happy to discuss the matter with you, and resolve it to your satisfaction. I think everyone here knows that I am a [reasonably :D ] level-headed person. I have not yet become blind to human compassion and logic (although working in the hosting industry, I don't think I have much time left :( ). You, or anyone for that matter, is more than welcome to fire me an email at any time, for any reason--except SPAM, of course.
As you can see, I havent made any rude comments, etc - Im sure you have seen such ones before.I never said that you did. In my mind, you would be one of the last people to do something like that.
I've been for site5 for a long time.....Im very much saddened by this latest occurance.You've been with Site5 for nearly two years now... from our records. Over this time, you have undoubtedly been through a lot. As with any growing company, we have had our fair share of foul-ups and botches. I don't think you will find a provider who hasn't. However, one thing is for certain--we are here for the long haul. And as I see it, losing customers over issues like this is not a good way to stay in business. So, I would like to take this opportunity to publicly apologize for this incident: the ignored support tickets that you spoke of, the delay in response on your latest ticket, the banning from our forums, and--if you took offense--my post here. It was not my/our intent to cause you any indignity whatsoever. Rest assured that we are as distraught over this issue as you are, and realize that perhaps the way our forums currently exist is not the best way to run things. Unfortunately, we don't have all the answers (yet :) ). We are not so established that our company policies are set in stone and have all been tried and tested. But I can assure you that our goal is to make sure that our customers are happy and satisfied with our service. We simply saw these policies as means to an end. That's all.
I hope you do manage to sort out the rulesAs I said... we will be discussing this very soon.ticketsEverything should be back to normal as far as tickets are concerned.noc.site5.comWhile it may not be updated as frequently as we would like, we do envision this becoming an integral part of our support infrastructure in the very near future. I know Adam is going to be upset at me for doing this... but you can have a look at our soon-to-be-released NOC system at <URL removed> (keep in mind that this is a test version, and everything posted there is not real).downtimeAs I said before, the Infinity server is the last real problem area that we are facing. We have a new server coming in that will basically take over most of Infinity's accounts, which we expect, will resolve any remaining issues.I do say that sincerely, because site5 was one of the best before.We like to think that we still are. It's still most of the same people working here as have always been. We're still continuing with our development projects, we still strive to answer every support ticket in well under 24 hours, and we still care enough to skip dinner reservations and post 2000+ word responses to valid criticisms from our customers. I honestly encourage you to look for a host with the same high standards, and who is as concerned about your thoughts and opinions. If you do... I say, go with them. Any company who shows that kind of care and concern is definitely worth sticking with.

Please, as always, feel free to contact me directly with any comments or concerns you may have.

All the best.
Matt

So, I would like to take this opportunity to publicly apologize for this incident: the ignored support tickets that you spoke of, the delay in response on your latest ticket, the banning from our forums, and--if you took offense--my post here. It was not my/our intent to cause you any indignity whatsoever.

I can handle downtime/ftp/corruption of my site....you know that, because like you say there have been times when things have gone wrong. Its understandable - I dont try to pretend that I understand the ins and outs of running a web host, I never will, its not my job and never will be. but to ban me from your forum....no, I dont want to be part of a company that wont let me post "valid points", as you have said. I can understand that perhaps confusion may arise that infinity may be re-booted, and someone post "infinity is down!"...but what does that matter? People may post again in the thread, but for a purpose - that eventually, a site5 represntative will sort out any problems, and would sort out any confusion. The forum isnt that active that we see a ton of totally confused threads matt. I dont think anyone will be so naive to believe 100% that another client has got all the knowledge in the world - its obviously you guys, the site 5 staff, that have got all the equipment. If you feel that a thread is getting out of hand, sure close it down, even delete the whole thing - but to ban a member for simply asking questions? No......I could never quite understand it. Its the wrong call. Fair enough, delete the thread at once, but you have thrown out a long standing site5 client here. You have the right to have any rules set of course, I dont doubt it - but seeing as the email system just wasnt up to par, i felt that another email would just be a bit of a waste of time. I wont say again why I took my action, simply I needed some sort of support. You run the server, but when your administration policies simply dont make any real sense, you will lose people.

We also have an emergency pager system in place.

Yes, i have used it several times....you receive an automatic reply, and nothing else. Its not really good enough IMO - how do we really know you are going to address the problem? Have you really got a pager set up? I'm sure you do of course, but the doubts remain in my mind. Its just like sending an email off to cyber space, because you never hear a response from it.

you are always more than welcome to fire off an email to management, or even directly to me (I have worked with you personally many times in the past, and my email address is plastered all over our forums, these forums, etc.).

I emailed you last a few weeks back....in the forum you asked me to give u an email and my FTP data, you would upgrade me to Netadmin2. I never got a reply, and wasnt upgraded. I thought a personal email to you guys, may not be prudent. I would be more than happy to continue this discussion by email, if you would reply as fast and in depth to me personally, no problems.

Now that you have publicy apologised for banning me...i would wish to be re-instated. To now deny me from the forums after that comment, surely would serve no purpose, and would be very contradictory. If you can show that you have got the capacity to retract a policy that may not have been the wisest one....I would certainly respect it....I would even consider my current position.

I do appreciate your comments Matt, that you made such a full response to my frustration.

How about you guys sort things out via email, seems you are on your way to working it out.

I hope I always come across as Professionally as Matt if and when I encounter such problems.

It is only when there are problems that you can truly judge your host. As long as everything is running along perfectly, we all look good. Now some of us may keep it running that way a little better. But refreshing to see how Matt responds to difficult situations.

Originally posted by Pilgrim


I've seen threads on WHT where the host got totally drawn into a hellhole thread with up to 100 replies.

gee LOL sounds like my trail by fire.

but back on topic, a customer is over the liine when

1) they threatens somebody ( in any way shape or form )

2) when they have exceeded thier warnings or the forum guildlines.

simple rules, be forceful in applying them. and make sure that you do apply them all the time. otherwise a client can show that you are favoring someone. ( this is important in a court of law ) and you know how everyone likes to sue everyone in the USA

mike