What do you guys do when a client accuses you of something you haven't done?

Then asks for a refund, you say no, as it wasnt your fault, and THEN the client says "if you dont do a refund i'll post on WHT" or "i'll do a chargeback on my creditcard"

What is a solution to the above dilema?

I dont see why us as hosts/providers should have to give in to customers like the above, or as some may say, is it worth the hassle?

a discussion appreciated on the above topic would be nice.

p.s. none of our clients have said or want to do this, but i've heard of the horror stories.

I guess it would depend on the refund policy. Our policy is a 30 day refund, so they would be entitled to it, whether it was our fault or not.

Originally posted by alohahosts
I guess it would depend on the refund policy. Our policy is a 30 day refund, so they would be entitled to it, whether it was our fault or not.

Do you really think that customers like the ones posted above, will care about the refund policy?

As, far as they are concerned they just want their money back, right?

EDIT:
I'm not talking about new clients, as this would end the topic on a 30 day refund policy.

It's always a good idea to have a well layed-out refund policy and follow it..

Originally posted by Joana
It's always a good idea to have a well layed-out refund policy and follow it..

We seem to be getting off topic already. :stickout

What I am saying is even though a company would have a refund policy in place, what do you do when you get threatened with the above comments?

I know about refund policys ;)

After a notice is sent and 48 hourshas passed T cancel their account and refund what is due to them after I send them a letter stating that obviously you consider your account here to not be fulfilled and will not waste anymore of your time.

At that point they have 48 hours to back up their files.

After that, they are removed from the servers.

Well, with credit cards, it is easy to cover your butt. Follow procedures necessary to prevent charge-backs (written authorization, etc.). Conversely, who wants people like that? Give them their money and let them go, frequently it is more expensive - in the long run - to continue arguing with them.

Originally posted by cabalstudios


We seem to be getting off topic already. :stickout

What I am saying is even though a company would have a refund policy in place, what do you do when you get threatened with the above comments?

I know about refund policys ;)

I haven't seen your previous reply (we posted at the ame time :))

Well, when some one threatens with a charge back or WHT posting, I will stick to our TOS. No matter what happens.. never allow black-mailing to occure..

Always keep a well documented case of emails/helpdesk tickets in case of Charge Backs or WHT issues. As long as you are in compliance with your own terms and don't believe it's your fault, fight for it..

Some people will just sign up and start abusing the host and when they are confronted, they threaten with Chargeback/WHT.. Since when WHT is a place for black-mail??

Once we got a customer who agreed to our No SPAM policy and was cought twice spamming. He was given a fare change/warning and he did it again so his account was cancelled. Period.
Well, that customer threatened with Chargeback if he does not get full refund.. Let me say he never got it even with the charge back he issued. Thanks to all the emails/helpdesk tickets from him that outlined perfecly that he was abusing our service..

If it isn't much money I would probably just give it to them and kindly ask them not to return.

If it they wanted a lot of money they had already used in hosting I would only pay them back any unused portion of money they had paid me.

If the customer threatened to post on here about our services, I say all the power to you. One disgruntled customer is nothing in hundreds of customers.

Not to mention, if the customer is as you say he is, then his true colours would be showing while he posted his nasty threats, no one would take him seriously anyway.

Just my .02 cents

Send the client a box of chocolates..:rolleyes:

Joana,

No probs, and thanks for that info.

Originally posted by edude
Send the client a box of chocolates..:rolleyes:

Anyone got a contract/deal with Cadburys Choclates?

Originally posted by alohahosts
If the customer threatened to post on here about our services, I say all the power to you. One disgruntled customer is nothing in hundreds of customers.

Not to mention, if the customer is as you say he is, then his true colours would be showing while he posted his nasty threats, no one would take him seriously anyway.

Just my .02 cents

Thats what I dont understand, how can people actually threaten to post on WHT, what does this mean for WHT, is this like a blackmail center for people?

We have a 30 guarantee and we honor it every time. If the customer is antagonistic he'll get his money through a chargeback anyway, so just save face and your good standing with your cc company and give the refund. As friend of mine (a former Marine) likes to say, "This ain't the hill I want to die on".

lol Cabalstudios, i think its a great idea to send some chocolates or gives out once in a while to your customers, shows you "care".

I certainly wouldn't let the threat determine what actions you take. Folks at WHT are a savy crowd, and can quickly determine if a thread is without merit.

If they deserve the refund; refund them.

If they don't; don't.

SWR, since i'm one of your customers, wheres my chocolates ;)

You know the ones that really piss me off? The lazy worthless clients whose cards expire or decline, you contact them...let the account go a little contact them several more times. Then after no response you go to remove the site...maybe lookup the whois for contact details and see the sites name servers changed to a new host. I don't mind that they decided to leave (well I do but ..) but that fact that they didnt have the decency to respond or even let us know they didnt need the account any more just upsets me. :angry:

OH jag, i'll add to that, than they come and post on forums like these ones and complain why their accounts where closed etc... :eek:

Ya , or that lovely client that leaves and does a chargeback of all his services as he goes.....guess they feel they should have a completely free account. :kaioken:

Aint that the truth.