I have finally lost my patience with one guy, he is using an ikonboard on his account and we have been having cgi problems recently. I am a reseller and use a company which has been banned on these forums. I am planning on moving, i have appologised to this guy and explained the problem too him.....Now he is writing me bad reviews on findsp.com yet again under anonymnous names, i know its him because he is the only one who has complained about cgi being down.
He had his account for nearly a month before he bothered to send the cheque and only did so when i said the account would be closed if payment wasnt received in 7 days.
I have now emailed him saying he can have his money back minus the time he has used if thats what he wants.

what would you do?

Kick his rear end out.. He's caused enough problems as it is..

Originally posted by tazd9t9
He had his account for nearly a month before he bothered to send the cheque and only did so when i said the account would be closed if payment wasnt received in 7 days.
So the first mistake you made was setting up this account before it was even paid for, correct? Don't do that again, number 1.

Now, you're having server issues, and his site (or at least forum) isn't working due to them, correct? If so, then that's your problem and he's hammering you for it (multiple times isn't necessary of course, maybe findsp can take care of that for you).

I'd start charging him once you get things back to working order. Things don't always work, and when they don't, you just have make the best of it, offer refunds/credits per your TOS. What else can you do?

He's upset and the reviews might very well warrent terminating the account, however if you'd like to keep him, then you just have to make the best of it.

It's obviously some idiot teenager or completely moronic adult. Explain to findsp the situation. Terminate the guy's account citing some clause in your TOC (you did put "We may, at any time and at our sole discretion, terminate service to any user." or something, right?), and kick him out the door. He was just trying to get a freebie or may even have been deciding to just have fun by ruining a good host's reputation. What host are you using to resell from, anyway? Email me goldentiger@987.info... I'm curious :). The one I'm using is really good.

Greetings:

While there are times to fire a customer, before that ever happens, do try to follow the rules of customer service:

#1 The customer is always right.

#2 Everytime a customer complains, it is an opportunity to be a hero or heroine in the eyes of the customer.

#3 Any questions? See #1 and #2.

Now, one of the problems reselling is you don't have too much control over the quality of service your customers receive. That's not your customer's problem, that's your problem to handle.

Thank you.