We got a new customer, heres a run down

- they used up 30 gigs of bandwidth in 26 days
- they ordered more bandwidth - cc was declined
- account has been active for 29 days
- today terminated their account, asked for money back, we denied them because of their high resource usage with clear intention to cancel within 30 days

Seems they have clear intention (at least from our view) that they decided to terminate their account because their credit card declined for a additional bandwidth, which they have blamed us for (yes thats the funny thing, they have blamed us for their credit card being declined)

Would you give them a full refund even though you have a 30 day MBG?

Am i mising something? Why would they terminate their account because their own credit card declined???? Im confused.

Not in this case...

Originally posted by AlaskanWolf
We got a new customer, heres a run down

- they used up 30 gigs of bandwidth in 26 days
- they ordered more bandwidth - cc was declined
- account has been active for 29 days
- today terminated their account, asked for money back, we denied them because of their high resource usage with clear intention to cancel within 30 days

Seems they have clear intention (at least from our view) that they decided to terminate their account because their credit card declined for a additional bandwidth

Would you give them a full refund even though you have a 30 day MBG?

do they have a good reason as to why you should cancel the account, and refund their money? If they do not, then I wouldn't refund them. I depends, I guess...

Thats the funny thing, (and i had posted additonal info before i seen all these responses)

They are blaming US for their credit card being declined, therefore our system automaitcally suspended their account today because we did not upgrade their bandwidth.

Nope,. dont give out a refund.

They clearly want to abuse and overuse without paying.

Because of this we also made to put it in our TOS today. We also have his credit card authorization form on file, so even if I do get a chargeback, we got his sig on file.....

How much bandwidth was their account set up for?

Originally posted by AlaskanWolf
Because of this we also made to put it in our TOS today. We also have his credit card authorization form on file, so even if I do get a chargeback, we got his sig on file.....

If you state a 30 day MBG and he requested within that 30 days, you will lose on the charge back to matter what.

Doesn't seem right, but that's the breaks. :mad:

I would just give him his money back. It doesn't seem to be worth the trouble dealing with a customer like this.

Originally posted by kwimberl
If you state a 30 day MBG and he requested within that 30 days, you will lose on the charge back to matter what.

Doesn't seem right, but that's the breaks.If you state a 30 day mobey back guarantee, and he requested in within that 30 days, unless he violated some aspect of the TOS there's no reason he shouldn't get his money back.

Without reading the terms in question, there's no way to know... but the implication in the initial post was that the customer complied with the terms but had the "intention" to cancel before 30 days and so shouldn't get a refund. Unless you have a term ruling out such intention, you should give the refund. If you don't want to give out refunds, you shouldn't have a money back guarantee.

Jay, can i signup for your biggest plan, use up all the resources and on the 29th day of your 30 day MBG, cancel my account so i can get my money back :D

As it stands, he did a clear and intentional, lets screw him over, use up all the resources and cancel my account

As it stands right now, we will not issue a refund for abuse of service

Originally posted by Avail
I would just give him his money back. It doesn't seem to be worth the trouble dealing with a customer like this.


Its more of a moral issue isnt it. you let this guy get away with it, he will just do it to the next and the next and the next

Its gatta stop and if companys had more balls to step up to the plate, there would be less of these people

I think that if they got your Webmaster plan, you should refund them the money. After all, they 'tried' to get more bw but their card wouldn't allow it.

Of course, if they got one of the other plans, you should be able to keep some of the money, but I'm not sure if that's worth the charge back potential.

Just my opinion.

Originally posted by kwimberl


If you state a 30 day MBG and he requested within that 30 days, you will lose on the charge back to matter what.

Doesn't seem right, but that's the breaks. :mad:

not so true, not true at all. He clearly violated our TOS and service agreement by utlizing 100% of his services and then with clear intent, on the 29th day, terminated his account because he felt WHN was wrong in attempting to provide him more services and his card being declined.

Originally posted by allera
How much bandwidth was their account set up for?

30 gigs....he used that up on 28 days

Originally posted by allera
I think that if they got your Webmaster plan, you should refund them the money. After all, they 'tried' to get more bw but their card wouldn't allow it.


HAHAHAHAHAHA and thats our fault? Why should we give them their money back just because THEIR card was declined?

HHAHAHAHA god some people just ammaze me.

Its like going to the gas station. filling up for 20 gals, 1 week later, after using up all that gas, requesting a refund because you felt the gas 'wasnt up to par'

You use the resources, you have to pay for it. No refund

Anyway, thanks again for all your feedback, this has been a very amusing thread

Originally posted by AlaskanWolf
Jay, can i signup for your biggest plan, use up all the resources and on the 29th day of your 30 day MBG, cancel my account so i can get my money back :D
If they _intentionally_, that's not good, but they attempted to buy more bandwidth. Their card wouldn't allow it, they felt it was your fault, they said 'forget this company' and cancelled. From what you've said, they sound fine.

If we were in your shoes, we'd give the money back. That's why we have a 30-day money back guarantee. We don't claim it and then say "oh, nevermind, you used up all your resources, we keep your money." Unless, of course, your TOS says otherwise. :) If we had reason to believe they intentionally signed up, used all the resources, then bailed, we would have to account for that in our TOS or in our accounting. It's just part of business.

I might be in the minority here, but it's just what I believe...

Originally posted by AlaskanWolf
Its like going to the gas station. filling up for 20 gals, 1 week later, after using up all that gas, requesting a refund because you felt the gas 'wasnt up to par'
Last I heard, gas stations don't offer 30-day money back guarantees. You do:

"And when other companies only offer a 10 or 14 day money back guarantee, Our full 30 day guarantee ensures you will be happy with your service. "

http://www-hosting.net/hosting.html

What does "full" mean? To me it means unconditional. Maybe it means "if you use a GB, you pay for it, sorry." It's the same thing as saying "if you use 30GB, you pay for it, sorry."

Don't offer it if you can't back it up. Simple.


Amusing thread indeed.

The customer had every intent to use up all his resources within 30 days, and then terminate his account. We have and always provided a full 30 day MBG, but when they clearly abuse our service agreement as this guy did, they will not get a refund.

Anyway, thanks again for all your guys feedback, i got the feedback, so case closed

(mods please close thread)

Originally posted by AlaskanWolf
I dont think your hearing very well, or at least u need (thicker?) glasses?

The customer had every intent to use up all his resources within 30 days, and then terminate his account. We have and always will offer a full 30 day MBG, but when they clearly abuse our service agreement as this guy did, they will not get a refund.

My glasses are fine:

"How does your money back guarantee work?
If you are unsatisfied with your service for any reason, or just want to cancel your account, within the first 30 days you can do so and you will be refunded 100% excluding your setup fees. If you cancel your account after the first 30 days, you will be given a pro-rated refund of any full unused months excluding the setup fees.

To cancel your account, simply go to http://cancel.www-hosting.net and fill out the form, email cancellations are not acceptable"

http://tech.www-hosting.net/faq/index.php?num=4&f_id=2&q_id=3&s_id=34

How much more black and white can it be? "...for any reason, or just want to cancel your account..."

I can't find your TOS, anyway. I found a link from this page:

http://www.whnsupport.com/

But it only send an email to tos@www-hosting.net

:eek: Whatever, it's your business -- you asked for the suggestions. Again, don't offer it if you can't back it up.

Originally posted by AlaskanWolf
Jay, can i signup for your biggest plan, use up all the resources and on the 29th day of your 30 day MBG, cancel my account so i can get my money back :D
I also don't see why you wouldn't honor the MBG? Unless there is a clause that says something to the effect of, "If you use up any bandwidth, this MBG is null and void" - how much they used seems irrelevant (would it matter if they used 500MB or 28GB and if so, where in the MBG does it make this distinction?)

If you feel that this person skirted your intended MBG or servie in any way, then ther's something wrong with your MBG and you need to change it.

I don't see where they violated or in any way did something that wouldn't entitle them to a refund per the terms of the refund on your site. I know you feel screwed over, but I don't see how that feeling translates to a real reason not to refund this person.

I know you requested this thread locked, and although I'm curious as to the reasons for the above, I understand if you ignore the thread (I'm curious, but I'm not going to lose any sleep over it if I never find out the answers).

Since your so busy checking out our website, I suggest maybe just go to the heart of our TOS and check there, might as well become a customer while your at it. Web Hosting Network does in fact have a full 30 day MBG as stated in our policies, which are in fact located at http://www-hosting.net/rules.htm

I also stated this thread is now considered closed as i did go with many recommendations on here.
It seems to you and many other companies that a customer that decides to abuse and overuse without paying is the name of the game, sorry but its not. You have a business to run and you rely on your customers to be 100% honest. That's why you have a 30 day MBG. So that. If they are not satisfied with the services you are providing them, they can get their money back. Web Hosting Network did in fact provide 110% customer satisfaction to this customer with no downtime at all from this 1st of this month.

Web Hosting Network met ALL our responsibilities to this customer to provide him with a solid server, and solid customer service. He decided himself that because HIS card was declined, it was OUR fault, and because it was HIS card that was declined, he again, like I said many times before, blamed Web Hosting Network. It doesn't work like that. We fulfilled 110% of our contract obligations.

I don't know how else to write it out, but either way, you will still not understand, and im sorry but I am tired of repeating myself. This is a classic case of someone who decides to use your services and on the last day he can get a refund, asks for it, after using up 100% of his resources.

We can swing this any way you want and argue all day long, It doesn't matter to me. I got everyone's suggestions and went with them. This case was considered closed 4 posts ago, yet you still cant realize that.

I realize that your last post was posted exactly when I posted (and that it wasn't directed to me), however I just wanted to mention that I understand where you're coming from, but I think your terms leave a loophole and that it allows for this to happen.

Although your TOS states, "Customers who have a clear intention of terminating their services or using up all or a higher then normal amount of resources before the 10 day refund, there will be no refund given and account will be terminated. Any prepaid full months will be refunded accordingly."

I think a client could easily say that they had no 'intention' of using up all the resources of the plan and that the MBG clearly states, "If you are unsatisfied with your service for any reason, or just want to cancel your account, within the first 30 days..."

This same scenario could have happened with your 3GB/mo plan and I don't think it is unreasonable to say that a user couldn't use up 3GB in 30 days. The fact it happened with the 30GB plan sucks, but more than that, I think it tells you that the MBG is flawed and actually allows it to happen (and needs to be changed).

Just my 2 cents, my intent isn't to argue with you, but I do feel that the problem lies in the guarantee and not necessarily in the customer's actions.