I try to get Dedicated server from Knox Wimberly (smartwebservice.com).
At 21-Feb-2002 I did make payout for this Dedicated server.
smartwebservice.com have charge me USD 750.00.

Today is 08-Mar-2002, smartwebservice.com did not give me the dedicated server.


<<Support request removed>>

Why don't you email/call them? They also have a live chat on their site. Haven't you seen it?

I can only recommend asking them for your money back and if there's no life sign, initiate the chargeback.

The live chat of smartwebservice.com is not working :(
It linked at home page.

This customer did Email me directly (to my personal Email address -- not using our ticket system) this afternoon. After being in a meeting much of the afternoon, I came back to my computer, replied to some Emails (including his) and now came to WHT and see this. It would be nice if he gave me some degree of time to answer his Email. LOL

Anyway, we had an unusual issue arrive that delayed his setup. The customer was alerted of this (several days ago) and has been kept abreast of the situation all along. His setup is schedule for tonight or tomorrow morning at the latest.

Having said all that, this is NOT a support forum for SmartWeb. We have both a ticket system and phone support, neither of which has been used here. This will be my last response to this issue on this forum.

You can submit a ticket at http://techsupportdesk.com or call our support line at 877.590.9691.

Knox, I'm getting all Your e-mails, thank You,
But You know about my needs - I have no time.

It's still interesting to know that somebody who paid $750, has waited half a month to get his dedicated server setup. And who knows how much longer? (By the time you get it setup the 30 day money back guarantee would have already expired.:D)

It may be that smartwebservice.com has a legitimate reason, but you never know. If more people experienced the same problem we may have a pattern.

Ciao :D

Originally posted by Valeri
Knox, I'm getting all Your e-mails, thank You,
But You know about my needs - I have no time.

Valeri, that's a pretty cut and dry, harsh-ish response from Knox there considering that you were charged 2 weeks ago for something that hasn't yet materialized. What methods did you try to contact them with? And how many days ago?

I just want to see if that sort of response is justified. $750 and a half a month later, I would've done a chargeback IF I had tried -various communications- routes regularly (phone, mail, whatever... internet companies should be fuly contactable over the internet w/no phone contact, though, otherwise they're not an internet company! :)). But if I hadn't bothered to follow up much until the half month point, it'd be a different story altogether. Just wondering which communicaiton route(s) you took, and when you took 'em.

Originally posted by Valeri
I try to get Dedicated server from Knox Wimberly (smartwebservice.com).
At 21-Feb-2002 I did make payout for this Dedicated server.
smartwebservice.com have charge me USD 750.00.

Today is 08-Mar-2002, smartwebservice.com did not give me the dedicated server.
The above part of your post is fine. Feel free to post your experiences.

The part below is not fine. Do not use this forum as your personal support forum for your provider.
Knox Wimberly, where are you.... I need my server!
Urgently!
I can't wait more.

Contact them directly

Just as an FYI, his server came online about an hour ago and we have compensated him for the delay.

I would like to throw in my two pence (GB).

I have had a lot of dealing with Knox, I have always been able to contact him or his support team via the email desk or AIM which they are on a lot of the time!

I have found them to be professional and always stick to what they say. I did some website work for them and they were not only generous, they were prompt and efficient.

I can't recommend them enough. I have a hosting account with them too and the uptime is excellent as with the features.

I also (from my experience) know that they are not a small one man operation, and seem to have many servers.

I hate to sound OTT but I really do believe these are one of the best hosts I have been with as far as support and service goes. You have nothing to worry about with Knox and his team.
:)

Originally posted by The Laughing Cow
I would like to throw in my two pence (GB).
You have nothing to worry about with Knox and his team.
:)

Well, that's all good to hear.

Especially since they have such a cool name. Knox Wimberly. Easy to remember 'cuz it sticks out a lot. (sorry, as a marketer, I must do my rightful duty to appreciate these things :))

Thanks Knox,
At yesterday I has got my server, all good :).
Also I has got bonus $100 from Knox Wimberly (smartwebservice.com) for "...for the inconvenience..."
Plus I has got the quick support to start my server.
Thanks again.

To Chicken, Ok, I has understood.

Originally posted by Chicken
Do not use this forum as your personal support forum for your provider.
That should have said 'please' heh, but thanks :D

Well we paid on Tuesday and Signed everything by Weds and emailed everything back as requested....

I had no idea how long it would take and i was under the impression that it would be less than two days so i sent a email on friday threatening a charge back ( This was wrong to do my bad).

Now after 20 email since friday -5 phone calls and all i got was an answering service saying that he has not called in and that we have emailed him all your request this and that.

But still no contact from anyone not Knox Wimberly or any other email i have sent to the info@ address on there website...

Maybe this is becoming a pattern... I have been out of contact with him for about 4 days now and imagine if i have a serious problem with a server how long they would take to help me out...

Since he does not respond to emails or anything else maybe this would wake him /them up alittle...

Its not the best of fun having paid $380 and stop getting resposes from the company that sold them selves so well at the begining and at the end all you got was a MODERN BILL account. and NO COMMUNICATION at all!

Not very happy at all...:angry: :angry: :angry:

Maybe its time to contact PayPal for another extra Special Freeze there account DEAL...

He told me that its a new company and that they have had many experience but obviously not in the customer service department...

I gave them a time limit on how long left to respond to me or one of my staff!

CLock ticking....:mad:

Well... isn't this interesting. LOL

We tell all of our dedicated clients that our setup time is 10 days. We often get it online sooner, but we allow 10 business days. That time has NOT passed.

Philip DID Email my personal Email account and threaten a charge back to which I responded basically letting him know he was WAY out of line (he had signed the contract THAT MORNING). I would have to go back and check my records to show the date on that.

As for an answering service answering our line, that's bull as we don't have an answering service. You spoke to Debbie Russell this morning who is our receptionist and Robert Braiwick's secretary. She did Email me and let me know you called (from Australia).

Quite frankly, we have been waiting on executing this contract to see how your attitude would turn out because of the charge back threat on the SAME DAY YOU SIGNED THE CONTRACT. I think we have seen that.

We will not execute this contract and will refund your money.

This discussion is closed.

And you have NO WHERE IN YOUR CONTRACT that says can take up to 10 days! And yes i never asked! it was just my impression!

I do want to be your customer but after 5 days of waiting it just gets frustrating and to see that you answered my post in less than 5 mins ( Well i dont know what to say)

Yes i spoke to debbie thats right... i had the impression she was part of an answering service cause she told me she had no information at all and that i have to speak to you... and i am still waiting for that email or something to show me that the server is getting ready or anything...

I still want to use your service...

It just upsets me to say the least that it took me coming to WHT to get in contact with you...

Im not sure of the time zone when the contract came in but i know it was the next day for me, so threatening the charge back WAS WRONG...

Choppy, the one thing hosts don't like is a troubesome client. They can spend a lot more time dealing with such client and losing out in the process. If you make yourself appears a troublesome client, it is understandable that kwimberl would choose to terminate the contract.(Especially the charge back part).

Maybe you should apologize to him/her, and maybe he/she will reconsider.

Peter

I have apologised already through a PM i sent him...

The trouble is i did not ask the right question at the start about how long would it take to setup and i frustrated myself to the max!

And once i said something stupid i did not receive another email since...

Standard policy....threaten a charge back, get immediate refund and refusal of service.

None of us react well to threats and or public flogging. And, whether it was the same day or the day after, as you admit, it was wrong. And hopefully you learned and will make another host a good customer.

oohhh really!

With those standard policies do they also mean NO COMMUNICATION WITH PAID CUSTOMER FOR 5 DAYS.

More than enough emails and 5 phone calls two going through and the others probably due to time difference and office hours...

And how come i still dont have my money back if that is the " Normal" practice!

I've worked with Knox in the past, and once again, HE IS THE BEST. We had a sort of special agreement worked out very favourable to me, and he came through for me. He also offers very good deals...

I've had nothing but good experiences with Knox, and Smart Web Services. He also went above and beyond the duty and spend hours talking with me on AIM.

I would reccommend to Choppy that they talk more via email instead of doing it in a public forum.

My Point is that he was very good with email till last Weds!

When after i sent that stupid charge back email i have not received another email from him or Smart Web services since and that was weds or thursday i think...

They have no right to stop responding to my emails im still a paying customer...

i have sent over 10-15 email i believe.

And still he has not replied to a PM i sent him here and the other emails etc...

Good service alright... hay maybe i deserve it... but i know i dont appreciate it and no one else would either!

How would you appreciate customers threatening you with a chargeback, especially when your only a week in with them.

It would definatly scare me and put a bad taste in my mouth!

I would be thinking, if something else goes wrong will I be recieving charge backs.

I'm sure this can be resolved some other way, instead of childish posts on a forum.

It does no good to anyone's business image if they continue to make redundant remarks.

Often servers can take longer to setup which is out of the providers control - late deliveries of componentss and other things affect the issue.

Requested for thread to be closed.