Wow, what a week.

In addition to my own server I have a Donhost reseller account. The DNS for the main account (the one used for cusomters control panel and e-mail) was changed so this caused problems with them retrieving e-mail and accessing thier control panel. As customers e-mailed me I told them how to fix it.

I probably helped around 40 customers get their issues resolved. There was one that just said it would not work. I noticed that he was trying to retrieve the e-mail on port 10500 and pointed this out. I tested his e-mail on my PC, it worked. His sone also tested it, it worked. They still insisted it was a problem on my end. Well they finally took my advice and changed the port and everything was fine.

Then they decided to move one of their accounts to my server. They e-mailed me complaining that the IP used to access their site showed the Apache page. I told them they needed to put a ~username at the end because they didn't have an account with a dedicated IP. They then e-mailed me back asking why it showed a directory listing and not their site. I mentioned that they had to actually upload their site to the server to get it to work.

I was then told that they wanted an easy to use system where they just point and click and it works. I use control panel, no other customers have reported any problems at all, including ones from my reseller account who transfered their accounts to my servers. He told me that if I can't resolve these issues that they wanted a full refund and would find another host.

I had been trying to help these guys for days and decided I just couldn't make them happy. That sometimes you have to know when to let go. I offered them FULL refunds for all their accounts and told them I would give them time to transfer everything. They then e-mailed me back and threatened me with a lawsuit. They are in Australia so I don't know how that will work out.

They requested a refund if I can't resolve their issues. I admit, I don't think I can resolve their issues and just want to refund their money and be done with it.

I apologize for the long rant. I just had to get this off my chest before I exploded.

Andrew

damn newbies... :rolleyes:

Just refund their money. They (1) won't file a lawsuit because it would not be worth it, (2) have no valid arguments as their own incompetance caused the problem, (3) as you tried to help them and refunded them they have an even weaker case

You should update your ToS to cover all the issues you mentioned if it does not already, and that will keep you safe in the future from such client abuse

It reminds me of one customer who changed his nameservers by mistake, blamed my company for the downtime, demanded a refund (was granted because we have a moneyback guarentee), and then send us a PayPal invoice for the "$50" he spent trying to contact the data center our servers are in by phone. and never bothered to send any emails until after all this.

Originally posted by Andyc
Wow, what a week.

In addition to my own server I have a Donhost reseller account. The DNS for the main account (the one used for cusomters control panel and e-mail) was changed so this caused problems with them retrieving e-mail and accessing thier control panel. As customers e-mailed me I told them how to fix it.

I probably helped around 40 customers get their issues resolved. There was one that just said it would not work. I noticed that he was trying to retrieve the e-mail on port 10500 and pointed this out. I tested his e-mail on my PC, it worked. His sone also tested it, it worked. They still insisted it was a problem on my end. Well they finally took my advice and changed the port and everything was fine.

Then they decided to move one of their accounts to my server. They e-mailed me complaining that the IP used to access their site showed the Apache page. I told them they needed to put a ~username at the end because they didn't have an account with a dedicated IP. They then e-mailed me back asking why it showed a directory listing and not their site. I mentioned that they had to actually upload their site to the server to get it to work.

I was then told that they wanted an easy to use system where they just point and click and it works. I use control panel, no other customers have reported any problems at all, including ones from my reseller account who transfered their accounts to my servers. He told me that if I can't resolve these issues that they wanted a full refund and would find another host.

I had been trying to help these guys for days and decided I just couldn't make them happy. That sometimes you have to know when to let go. I offered them FULL refunds for all their accounts and told them I would give them time to transfer everything. They then e-mailed me back and threatened me with a lawsuit. They are in Australia so I don't know how that will work out.

They requested a refund if I can't resolve their issues. I admit, I don't think I can resolve their issues and just want to refund their money and be done with it.

I apologize for the long rant. I just had to get this off my chest before I exploded.

Andrew

Hmmm, sounds exactly like a problem we are having with a customer in Australia.

Bloody aussies :D

Originally posted by hosticle
Bloody aussies :D
OY :D

Since we have clients that do webhosting on their servers I hear such stories daily when I talk to them online or on the phone.

I think those endless lawsuit threats over 10-50$ are really stupid. A real lawsuit costs thousands of dollars and hundreds worth in time, efford and fuss.

"I will file a lawsuit" is a common form of blackmail in this industry. Personally I don't give a damn. The last lawsuit I filed was for around 80.000$ with a company here in Greece that thought they could scam us out of a months work and multi-thousand dollar networking equipment. They ended up paying almost 120k$ in the end.

What I want to say is that if someone tells me "I will file a lawsuit" I instantly cease all communication. When someone threatenes I expect him to go through with it. By reacting to this threat I would only give into blackmail.

So, to the example: I would not refund them crap. Provided that you have not made the mistake to work with them on credit card basis without having had them sign an authorization form, you have nothing to worry about.

Don't get me wrong. I am very quick with refunds if I even smell to have failed service. But as long as service is provided, NO WAY!
You don't have to refund money you have worked for only cause they are having brain-issues.

Wow, what I week. Now I have another customer that blames me for the fact it takes time for the domains he is using to propagate. I am glad this week is over.

But as long as service is provided, NO WAY!

That's great, but it's perceptions and word of mouth that can destroy a business really quick. Especially these days, with dishonest companies ruining things for us honest companies.

I'm not saying you have to take constant ass-kickings by customers, but I think it's wiser to refund a customer, and avoid some potential harm to your companies reputation.

I wouldn't lose any sleep over it. Just do your job. If they want a refund, give it to them. If they continue to pester you with simple questions, just take it in stride and answer them. Eventually, they'll either figure out how to use their hosting account, or they'll leave.

As for the lawsuit threat, usually those are kinda funny. People just think threatening to sue you gives them some kind of leverage. I wouldn't give any thought to it.

Don't sweat it. You're right. Some customers just can't be made happy. The worst are the ones who blame you for their own incompetance ;)



Good luck!
Kevin O
Host-Grid.com

I'd have to agree with everything thats been said. Thats why I prefer my current clients. I've designed every one of thems websites, so they don't touch the hosting, and due to my helping another host I do some work for on the side, I came up with a 5 page instruction sheet on howto setup and troubleshoot their email :), so the only valid reason for phoning me is if qmail dies (which dont happen. ever.)

Originally posted by NocSol
I think those endless lawsuit threats over 10-50$ are really stupid. A real lawsuit costs thousands of dollars and hundreds worth in time, efford and fuss.
I'm still waiting to see a webhost on Judge Judy's show. Frivolous lawsuits but you get a free trip to LA. :cool:

DONHOST BLOWS.

It's a good thing you decided to refund because such clients, hosts can do without!

Such clients always end up costing you more than what they paid.

my customer of the week: It's now 4:41am here.. Customer signed up at 3:00 account setup and domain registered at 3:45ish email send 3:50 - 4:20am incoming email

Customer: My account is not showing and frontpages does not work.

Me: Sir as explained in the welcome email it takes 24-72 hours for your domain to resolve. (not this domain I just registered less than 1/2 hour ago)

Customer: But you said my account has been activated!

Me: Dir what the welcome email is referring to is that your account is all setup on our end and your domain has been registered and now we just need to wait for it to "Settle" on the internet.

Customer: Bulls**t dont blame your supports lack of ability to do soemthing right the first time on the internet refund me NOW!!!!!.

Me: Sir we would be more than happy to refund your hosting payment but the domain has already been registered so there is no way to "un-do" that. We will refund your account by 10:00am tomorrow morning.

Customer: Bulls**t refund me now or I will call my credit card company and run a chargeback, You did not provide what you stated on your website as "all account setup in 4-6 hours" so that is a breach of contract and I do not want that domain anyway so please keep your 30 day money back guarantee and refund me now.. Or I will pick up the phone and call mastercard. I am dialing (ring... ring...) <--- this jerkoff actually typed this)

Anyway I am going to refund him his hosting payment tomorrow morning but I refuse to be stuck with his domain. So anyway we will see if he is happy with the hosting refund or if he causes a big stirup over the $14.99 domain.. I am wondering if he trys to run a chargeback for the domain if they will give this to him as this is something that when it is done cannot be undone. Oh well I think its time to go to bed now.. :eek: and this is my nomination for "Customer of the week! and to think it's only Monday... :bawling:

Sheesh - I've got a similar situation - always my fault but eventually was able to convince the client it was a Telstra prob and with the assistance of meinhost finally won.
Now the client wants me to spend hours compiling a list of matters he can charge Telstra with through the courts. Sheesh!!

More lawyers around now than David and Goliaths days!!!!!

*rushes for delete account*:bawling:

OKIHost - I feel your pain.

My most difficult situations have evolved around language issues. I am not fluent in any foreign languages. Some of my tech support staff has very limited foreign language capability. I have had several Russian, Polish, and Czech Republic clients, most of whom have been no problem. However, I have had a couple with whom there was just a complete communications breakdown-not their fault, not ours....we both tried hard, but were unsuccessful. In fact, I believe I will try to build a listing for the future of hosts who speak various languages.