They are just way too reluctant in giving me a refund. Isn't this false advertisement or what?

------------------------------
Hello,

According to our terms&conditions, we require a technical reason which
identifies a feature offered on our website but we fail to provide for
account cancellation. You have stated a non-technical reason as basis of
your refund request. In our terms of service, we clearly mention that a
technical reason is REQUIRED in order to apply for a refund and since you
did not specify such, your request for refund has been declined for this
reason.

If you have a different technical reason that identifies a feature offered
on our website but we fail to provide, then we shall solve it within 48
hours. If we do not solve it within 48 hours (for a reason as mentioned in
the terms&conditions), you shall be granted a refund under the conditions as
outlined in our terms of service.

You can review our terms of service here:
http://www.featureprice.com/?c=14&p=8

Thank you very much!

Best Regards,
--------------------------------------------------------------------
Scott Summers
Customer Relations
www.featureprice.com
--------------------------------------------------------------------
Online Help Desk: http://helpdesk.featureprice.com
Technical Inquiries: 800-605-4883
--------------------------------------------------------------------



----- Original Message -----
From: "Steven Chang" <spike61570@earthlink.net>
To: "FeaturePrice.Com" <sales@featureprice.com>
Sent: Sunday, May 05, 2002 8:15 AM
Subject: RE: ACCOUNT INFORMATION


> Dear FeaturePrice,
>
> May I get my refund? You've listed a feature that is not offered. My
> account information is at the very bottom of this email.
>
> Thank you very much,
> Steven
>
> > -----Original Message-----
> > From: FeaturePrice.Com [mailto:sales@featureprice.com]
> > Sent: Saturday, May 04, 2002 4:20 PM
> > To: Steven Chang
> > Subject: Re: ACCOUNT INFORMATION
> >
> >
> > Hello Steven,
> >
> > You will be able to log into the domain control panel via each domain,
but
> > then you do not have individual control panel on a per domain basis at
the
> > present time.
> >
> > Thank you.
> >
> > Best Regards,
> > --------------------------------------------------------------------
> > Scott Summers
> > Customer Relations
> > www.featureprice.com
> > --------------------------------------------------------------------
> > Online Help Desk: http://helpdesk.featureprice.com
> > Technical Inquiries: 800-605-4883
> > --------------------------------------------------------------------
> >
> >
> >
> > ----- Original Message -----
> > From: "Steven Chang" <spike61570@earthlink.net>
> > To: "FeaturePrice.Com" <sales@featureprice.com>
> > Sent: Saturday, May 04, 2002 3:47 AM
> > Subject: RE: ACCOUNT INFORMATION
> >
> >
> > >
> > > Dear FeaturePrice,
> > >
> > > I signed up with your Premium package with the impression that
> > each of my
> > > additional domains will have its own control panel. I got this
> > from your
> > > website (http://www.featureprice.com/?c=2&p=15):
> > > ---
> > > Multiple Domain Management: Manage all domains of your account (you
can
> > have
> > > multiple domains with the Premium and Platinum Elite Package) out of
one
> > > source. Every domain in your account (also the additional domains and
> > > subdomain) will have its own control panel for managing email,
> > FTP, etc...
> > > and all other services, just like your main domain!
> > > ---
> > >
> > > But when I make an inquiry to your support staff using your helpdesk
> > system,
> > > I get the following response (ticket #32463):
> > > ----
> > > Hello Steven,
> > >
> > > You are talking about your main control panel. To access this
> > you will go
> > to
> > > https://sccnetwork.com:8443. Unfortunaly there is only one control
panel
> > per
> > > client. To access webmail after you set it up you will actually go to
> > > http://email.featureprice.com If yu need anything else please
> > let us know.
> > >
> > > Thank you.
> > > ---
> > >
> > > I'm mighty confused. I certain hope that there will be one
> > control panel
> > > per each domain under my account.
> > >
> > > Thanks,
> > > Steven
> > >
> > > > -----Original Message-----
> > > > From: FeaturePrice.Com [mailto:sales@featureprice.com]
> > > > Sent: Sunday, March 03, 2002 4:15 PM
> > > > To: Steven Chang
> > > > Subject: Re: ACCOUNT INFORMATION
> > > >
> > > >
> > > > Hello,
> > > >
> > > > According to our terms&conditions, we require a technical reason
> > > > for account
> > > > cancellation. You have stated a technical reason as basis of
> > your refund
> > > > request, however, you mentioned that your technical reason
> > was a feature
> > > > that is NOT listed on our website, and therefore not offered by us.
It
> > is
> > > > the customer's responsibility to inform himself about which
> > features are
> > > > offered, and which features are not offered. Assumptions that
> > a feature
> > is
> > > > included in the hosting account while is is not even listed on our
> > website
> > > > and / or in our terms of service cannot be considered a
> > > > sufficient technical
> > > > reason for a refund request.
> > > >
> > > > In our terms of service, we clearly mention that a technical reason
is
> > > > REQUIRED in order to apply for a refund and since you did not
> > specify a
> > > > sufficient technical reason, your request for refund for this
> > reason has
> > > > been declined.
> > > >
> > > > If you have a different technical reason for cancellation,
> > then we shall
> > > > solve it within 48 hours. If we do not solve it within 48 hours (for
a
> > > > reason as mentioned in the terms&conditions), you shall be
> > > > granted a refund
> > > > under the conditions as outlined in our terms of service.
> > > >
> > > > You can review our terms here:
> > > > http://www.featureprice.com/?c=14&p=8
> > > >
> > > > Best Regards,
> > > > --------------------------------------------------------------------
> > > > Scott Summers
> > > > Customer Relations
> > > > www.featureprice.com
> > > > --------------------------------------------------------------------
> > > > Online Help Desk: http://helpdesk.featureprice.com
> > > > Technical Inquiries: 800-605-4883
> > > > --------------------------------------------------------------------
> > > >
> > > >
> > > >
> > > > ----- Original Message -----
> > > > From: "Steven Chang" <spike61570@earthlink.net>
> > > > To: <billing@featureprice.com>
> > > > Sent: Friday, May 03, 2002 6:57 AM
> > > > Subject: RE: ACCOUNT INFORMATION
> > > >
> > > >
> > > > > Dear FeaturePrice,
> > > > >
> > > > > I would like to cancel my account. I was hoping that my premium
> > package
> > > > > will allow separate control panels for each domain.
> > > > >
> > > > > Thank you,
> > > > > Steven
> > > > >

Hmmmm, so you have to give some kind of qualified reason for requesting a refund? Seems like a great way to invite chargebacks. :)

I am sorry to hear of your problems uclaboyz :(


So let me get this straight ... they say at their web site (which I checked and saw for myself) that each domain gets it's own control panel. But once you signed up they told you that you have to control all your domains from one control panel (which I can see in the email they sent you). You asked to cancel your account and get a refund because they weren't providing the service as advertised. And they roll out their TOS and advise because you are not cancelling for what they consider a 'technical' reason, you cannot get a refund. If that isn't an accurate description then correct me.

My advise would be that in the future ensure you choose a host with a 30-day money back guarentee. The guarentee should give you your money back if you cancel within 30-days for whatever reason - unless you violate their TOS by spamming or other such harmful activities. There are many hosts out their who offer this type of guarentee - in fact I would go so far as to say that the majority of good hosts provide it these days.

:eek: That is quite a phenomenal set of Terms & Conditions, I must agree.

Yikes!

Originally posted by DCSNetwork
:eek: That is quite a phenomenal set of Terms & Conditions, I must agree.

Yikes!
Yes well they have the right to build whatever TOS they like, but who reads those things these days anyways??

The customer also has the right to do a chargeback with their credit card company too. :)

...indeed. :D

Well, they didn't state unconditional money-back guarantee. They obviously don't know what they're talking about, since they state, "We do not provide cheap "virtual hosting" or "virtual server" solutions as many of our competitors do. Here you get FULL PHYSICAL HOSTING. What does this mean? This means that with this physical hosting account you will be able to host your very own domain name: www.yourname.com" Isn't that what virtual hosting is? :confused: I don't know if you know this, but they also limit your data transfer to around 7 MB per hour. Looks like you got what you paid for. Next time, do a little more research before choosing a host.

As for getting your money back, send them one more e-mail stating how they didn't give you what they advertised and that you are entitled to dispute the charges on your credit card if they don't provide you with what they advertised or refund your money. If they still don't do anything about the situation, then you are fully entitled to initiate a chargeback.

good luck getting your money back...their terms and conditions seem like a beast.

Featurehost clearly don't have a case with this issue.

1) they did not provided you with what you paid for.

2) And it sounds like a technical problem to me if they say they have the control panel for individual domains and they can't provide it to you for some reason its technical :eek:

3) Don't waste your time with them just call you credit card company.

Hello there,

I paid nearly $250/year and I don't even get a webmail.mydomain.com for my main site.

screw them.

thanks for your help!
Steven

Steven, I feel your pain. I had the same problems with FeaturePrice. They are EXTREMELY HORRIBLE at customer service!

I've attached some of my emails. These are only some of them. They completely ignore my emails. And if they do respond, they take up to 5 days!

I WAS COMPLETELY FRUSTRATED, SO I HAD NO CHOICE BUT TO CONTACT MY CREDIT CARD COMPANY AND INITIATE A CHARGEBACK.

FEATUREPRICE SUCKS!
FEATUREPRICE SUCKS!
FEATUREPRICE SUCKS!

******************************************

Hello Ben,

According to our terms&conditions, we require a technical reason which
identifies a feature offered on our website but we fail to provide for
account cancellation. You have stated a non-technical reason as basis of
your refund request. In our terms of service, we clearly mention that a
technical reason is REQUIRED in order to apply for a refund and since you
did not specify such, your request for refund has been declined for this
reason.

If you have a different technical reason that identifies a feature offered
on our website but we fail to provide, then we shall solve it within 48
hours. If we do not solve it within 48 hours (for a reason as mentioned in
the terms&conditions), you shall be granted a refund under the conditions
as
outlined in our terms of service.

You can review our terms of service here:
http://www.featureprice.com/?c=14&p=8

Thank you very much!

Best Regards,
Joe Smith
Customer Relations
www.featureprice.com

----- Original Message -----
From: "Ben"
To: <sales@featureprice.com>; <billing@featureprice.com>
Sent: Tuesday, April 23, 2002 11:39 AM
Subject: Re: Cancel my account

> > Hello,
> >
> > I tried the method that is recommended in the manual several times,
but
> > it
> > is not a true "Publish Web". Yes, it does get the files uploaded, but
> > it
> > takes much more time and effort because the "Import Files" feature
does
> > not keep track of changes.
> >
> > For example, if I update several pages and add several images to my
> > website, I have to manually keep track of where I made my changes and
> > specify that only those changes be uploaded.
> >
> > With the "Publish Web" command, I can make all the changes I want and
> > the
> > program keeps track of where I made changes. It then only uploads the
> > changed pages and files. It is a much more streamlined process than
the
> > work-around that FeaturePrice suggests.
> >
> > I am currently using another web host and have no problems with the
> > "Publish Web" command. I was hoping that FeaturePrice would also be
> > able
> > to provide this same functionality, especially since your online
> > documentation specifically says that it is available. (Page 12 of 40
of
> > the Hosting Manual)
> >
> > I hope you understand where I'm coming from. I'm not trying to cause
> > problems or be a difficult customer.
> >
> > I would hope to receive a FULL REFUND because your website states that
> > the
> > "Publish Web" command is available, when in fact, it is not. There is
> > no
> > way I would have known before I signed up that I would be required to
> > use
> > a work-around solution using "Import Files".
> >
> > Please honor my simple request. I believe that it is both reasonable
> > and
> > fair.
> >
> > Respectfully,
> > -Ben
> >
> > --- "FeaturePrice.Com" <sales@featureprice.com> wrote:
> > > Hello Ben,
> > >
> > > Please go to this link
> > > http://www.featureprice.com/publishmanual.pdf you will find
> > instruction
> > > on
> > > how to publish using the front page. I was able to access your site
> > > using
> > > Front Page and I am sure you should be able to publish.
> > >
> > > Please try again.
> > >
> > > Best Regards,
> > > Joe Smith
> > > Customer Relations
> > > www.featureprice.com
> > >
> > >
> > > ----- Original Message -----
> > > From: "Ben"
> > > To: "FeaturePrice.Com" <sales@featureprice.com>
> > > Sent: Wednesday, April 17, 2002 8:21 PM
> > > Subject: Re: Cancel my account
> > >
> > >
> > > > Hello Joe,
> > > >
> > > > Thanks for your response.
> > > >
> > > > My technical reason for requesting a refund is as follows:
> > > >
> > > > - FeaturePrice does not currently support Microsoft Frontpage
> > > "Publish
> > > > Web" command. On your website, there are several places where
your
> > > > Frontpage support is mentioned, but it does not indicate that the
> > > "Publish
> > > > Web" command will not work properly.
> > > >
> > > > --------------------------------------
> > > > 1) Application Functionality Page
> > > >
> > > > http://www.featureprice.com/?c=2&p=9
> > > >
> > > > "Microsoft FrontPage® helps make multimedia web sites a reality.
Our
> > > > servers carry the FrontPage Extensions as server-side support. We
> > > support
> > > > all kinds of FrontPage extensions, starting at FrontPage 97, 98
and
> > > the
> > > > newest FrontPage 2000 version."
> > > >
> > > > 2) Mini Plan Overview Page
> > > >
> > > > http://www.featureprice.com/?c=2&p=8
> > > >
> > > > "The Extras: *SMTP email service
> > > > *FrontPage and FTP support"
> > > >
> > > > 3) Page 12 of 40 of the Hosting Manual
> > > >
> > > > This page give specific instructions for how to use the Frontpage
> > > "Publish
> > > > Web" command, which led me to believe that this command works
> > > properly.
> > > > ---------------------------------------
> > > >
> > > > I currently use another webhost for another domain of mine and
they
> > > offer
> > > > Frontpage support with "Publish Web", so I know that it can work
> > > properly.
> > > >
> > > > I'm requesting a FULL REFUND because there is was not possible for
> > me
> > > to
> > > > know that a key Frontpage functionality such as "Publish Web" was
> > not
> > > > supported. Even your current documentation clearly specified that
> > it
> > > was
> > > > available.
> > > >
> > > > When I requested help from your online HelpDesk, I was told to use
> > the
> > > > "Import Files" functionality of Frontpage. However, this does not
> > > work
> > > > the same as the "Publish Web" command because it does not keep
track
> > > of
> > > > which files have been changed and results in a more time-consuming
> > > > process.
> > > >
> > > > I hope you understand my position. Basically, if your online
> > > > documentation clearly states that something is available and in
> > fact,
> > > it
> > > > is not, then I feel that I should be entitled to a FULL REFUND.
How
> > > would
> > > > I have known that the "Publish Web" command would not work? Why
do
> > I
> > > only
> > > > find out after I sign up and pay all the fees?
> > > >
> > > > I hope you understand that I am not trying to be a difficult
> > customer.
> > > I
> > > > only ask that FeaturePrice is reasonable and fair in understanding
> > my
> > > > request.
> > > >
> > > > Thank you,
> > > > -Ben
> > > >
> > > >
> > > >
> > > > --- "FeaturePrice.Com" <sales@featureprice.com> wrote:
> > > > > Hello Ben,
> > > > >
> > > > > Feature Price requires a technical reason as defined in our
> > > > > terms&conditions
> > > > > in order to be considered for a possible refund. Please submit
> > your
> > > > > technical reason by replying back to this email address. After
> > > reading
> > > > > our
> > > > > cancellation policy as part of our terms of service and
submission
> > > of
> > > > > your
> > > > > refund application, our billing team will thoroughly review your
> > > request
> > > > > and
> > > > > treat it with careful diligence. Please understand that a valid
> > > request
> > > > > for
> > > > > refund MUST identify a technical feature that is offered on our
> > > website
> > > > > however we fail to provide. This would be the ONLY valid reason
> > for
> > > a
> > > > > refund
> > > > > request as defined per our terms and conditions and conditional
> > > money
> > > > > back
> > > > > guarantee descriptions as offered on our website. If your refund
> > > > > application
> > > > > has been properly submitted, you can rest assured that you will
> > > receive
> > > > > a
> > > > > response to your request within 24 hours of submission, thank
you.
> > > > >
> > > > > For reviewing our terms of service, which you may desire, please
> > go
> > > to
> > > > > the
> > > > > website address below. Thank you.
> > > > > http://www.featureprice.com/?c=14&p=8
> > > > >
> > > > > Thank you.
> > > > >
> > > > > Best Regards,
> > > > > Joe Smith
> > > > > Customer Relations
> > > > > www.featureprice.com
> > > > >
> > > > >
> > > > > ----- Original Message -----
> > > > > From: "Ben"
> > > > > To: <billing@featureprice.com>
> > > > > Sent: Tuesday, April 16, 2002 9:32 PM
> > > > > Subject: Cancel my account
> > > > >
> > > > >
> > > > > > Hello,
> > > > > >
> > > > > > I would like to cancel my account and request a full refund.
> > > > > >
> > > > > > I have tried to resolve a Frontpage issue, but it still
remains
> > > > > > unresolved. Your website states that all Frontpage
> > functionality
> > > is
> > > > > > supported, but the "Publish" feature does not work properly.
> > Your
> > > > > online
> > > > > > tutorial even specifically says that "Publish" works, but I
just
> > > > > confirmed
> > > > > > with your staff that it does not.
> > > > > >
> > > > > > If I had known that your servers had problems with Frontpage,
I
> > > would
> > > > > > never have signed up. So, I am requesting a full refund.
> > > > > >
> > > > > > Please tell me what steps I need to take.
> > > > > >
> > > > > > Thank you,
> > > > > > -Ben

Originally posted by uclaboyz
They are just way too reluctant in giving me a refund. Isn't this false advertisement or what?



There is absolutely no question that they advertise a control panel for each account. Directly from their site:

Every domain in your account (also the additional domains and subdomain) will have its own control panel for managing email, FTP, etc... and all other services, just like your main domain!

If they did not provide a seperate control panel for each account, they are making false claims, plain and simple.

If it were me, this is what I would do:

Immediately save a dated copy of the following pages to my drive:

http://www.featureprice.com/?c=2&p=15
http://www.featureprice.com/?c=2&p=5
http://www.featureprice.com/?c=14&p=8

I would then get on the phone with my credit card company and discuss this scenario with their dispute department. While featureprice's "Chargeback and Dispute Policy" looks unenforceable - not to mention contrary to federal consumer protection laws - on the surface, be sure your CC company will be able to help you BEFORE actually filing the dispute, since featureprice will undoubtedly cancel your service once they receive notice of the chargeback.

I would also notify the Florida AG's office (http://legal.firn.edu/consumer/complaint.html) of the situation. They are the "big dogs", and have the ability to make creeps like featureprice recognize the error of their ways in a very big hurry.


<edit> after posting the above, I did some checking around:

Featureprice BBB record (http://www.clearwater.bbb.org/common.html?location=/home/common/www/mis67/report.php&bureau=clear&compid=18002536&national=Y)

Best of luck.

-Bob





-Bob

Watermelon,

Isn't that a technical issue?

of course it's a technical issue!

i even talked with their technical support staff and they've told me:

1) yes, featureprice states that frontpage "publish web" is available in their online manual

2) but, featureprice does not currently support that feature because it causes problems

i am so frustrated with featureprice!

i shouldn't be suprised they have an "unsatisfactory" rating from the better business bureau.

STAY AWAY FROM FEATUREPRICE!
STAY AWAY FROM FEATUREPRICE!
STAY AWAY FROM FEATUREPRICE!

Is it just noticing a train of thought in those e-mails?

Customer wished to cancel
Host states there must be a technical reason
Customer reports technical reason as requested
Host offers a solution that doesn't work
Customer says as much as repeats request for refund
Host states there must be a technical reason
Customer reports ......

In both cases above it's pretty clear cut you should get a refund, and I don't think anyone running a decent business would even think of following through. I presume the both of you had recently signed up?

Now, each company has a right to do business however they see fit. I personally find it disturbing that businesses offer so little in the way of empathy and compassion regarding their customers. We refunded a guy on his 29th day even though he didn't ask for it. (of a 30 day money back policy) due to his realizing he needed ASP for his site and thought we had it. It didn't hurt us to refund him, and he thanked us for doing so.

Now would you rather have an ex-customer thanking you for your time and effort before moving on, or have one steaming out their ears, flipping you the bird on the way out?

I'll tell you, that little bit of effort goes a long way. We've had people come, then leave, only to come back again a while later. One signed up this week after leaving a year ago due to other commitments.

Greg Moore

that's what business practice should be!

Jeez, if you dont' like the service you don't like the service. Call your CC company they will help you out.

thanks greg moore for you input!!

it seems like akashik.net knows how to run a business.

treat your customers well and you'll be a success!
treat your customers poorly and the whole world is gonna hear about it!!

i only hope my credit card chargeback works...

FEATUREPRICE is a FEATURE-SCAM
FEATUREPRICE is a FEATURE-SCAM
FEATUREPRICE is a FEATURE-SCAM

I just ordered services from FeaturePrice last week!
No problems yet. I hate frontpage anyway. Took a while to get use to the plesk control panel. webmail works fine, actually I like it. I guess I will have to keep my eyes open.