So, I have this dedicated customer in which is exactly on the opposite side of the world I am.

He would submit support tickets, and then 8hr later, complain that it's been a whole day without answering tickets.

The customer has done that many times and then uses weird threats (not illegal though) against me.

The thing is, the customer got a $100/mo dedicated server that's unmanaged. He managed to break it, and he submits a support ticket. I immediately respond to the ticket by rebooting it, but the server still doesn't work. He just rushes back requesting an immediate fix, and I told him that the servers are not managed, and I will only provide reboots for free.

He then comes and complains that since he can't log in, I am responsible to get his server back up. Usually, that'd mean going to the datacenter and fixing his system. I told him that he should have it looked the next day by 8AM, but it's not guarenteed, as it's very low priority, since he didn't pay any management fees.

Anyways, the next day, at my 6AM, he submits a ticket saying that it's been way past 8AM and demands a refund, saying there is no reason it shouldn't be past 8AM.

Now, 25hr later, being ignored for persuing on it being fixed for free, he submits another ticket saying it has been two days. The main reason for this slow response is mainly because he's being unreasonable, and I have other tickets to reply to first.

Still very demanding and rude, he then threatens to pursue legal action on me since he's left hanging with an unaccessable server in the middle of the term. I've been in his postion before, and from many providers, I ended up paying for a downed server until I paid the administration fees.

I made it clear to him that most providers handle it this way, and I happen to resell. Also, I told the customer that he needs to be aware that the times are in my time zone, not his.

Did I do the right thing? What should I do from here? He asked for a full refund on all three of his servers, as well as the license on the Windows server he had. I don't have a refund policy, so all money that's paid is final.

If you were in this case, what would you do? I'm thinking about dropping the customer without refund.

Explain to him well that you are responsible for the hardware and network only and the hardware and network is not the problem. He is in charge of the software which he broke. If he would like to be fixed he would have to pay a nominal fee for someone to have a look at it. Perhaps you want to recommend some server administrators?

Tell him that you will reformat his system if he wants and it costs him whatever the DC charges you but all data will be lost.

I would explain to him that nothing further will be done to remedy the servers that he keeps breaking unless he is willing to pay more for server administration. let him kick and scream because their is nothing he can do legally as long as you have clearly stated what you do and don't do in you tos.

This industry is full of customers that expect everything and want to pay nothing in return, so don't feel bad as this is not an isolated case but a story heard countless times.

Good luck!

Originally posted by excelblue
So, I have this dedicated customer in which is exactly on the opposite side of the world I am.

He would submit support tickets, and then 8hr later, complain that it's been a whole day without answering tickets...

I can see why he complains, your site says "...with support staff available 24 hours a day, 7 days a week." and "Support: 24 hours a day, 7 days a week, 365 days a year"

Do the days still have 24 hours on your side of the world?

sightz

I can see why he complains, your site says "...with support staff available 24 hours a day, 7 days a week." and "Support: 24 hours a day, 7 days a week, 365 days a year"

You are missing the point here. The customer does not want to pay for admin on an UNMANAGED SERVER. Plus the client is threatning him. The hours of operation are not the issue here.

24/7/365 means 24/7/365. It matters not which 'side of the world' you are on.

That is a true fact, but generally, the idea is, by a day, I mean 24hr.

That does not mean just one night, or from morning to evening. Sure I got support all the time, but the time zone still does matter when I mention fix times. The customer is making stuff like 12hr = 1 day.

As for the support tickets, they are not constantly monitored, so instant support will need to be done either via IRC or Live Chat.

Excel,

I think you're handling this in the correct manner, although from the way you've explained it I feel you've been rude to the customer with your responses...

Correct me if I'm wrong, but you're site does not list its geographical location, therefore its unreasonable to assume your clients would know you're in the US...

I understand that they guy is threatening you, but you should always remain calm and respond in a friendly manner regardless... You can always inform a client that if they continue to act in a threatening manner their service will be discontinued without refund, and this can always be done in a friendly, respectful manner.