I just want to get some answers about the recurring charging at Dixiesys.com I remembered that I email them to cancel my account two weeks ago and now I got a recurring charge on my CC. I did email them and they never reply me whatsoever, but if you want to open an account with them, they will get back to you right away. WHAT GIVES?

Dixiesys.com, if you see this post, I hope you can clear this out for me here. Again, this is not a good partice if dixiesys ignores all the email from customers.

Again, if dixiesys doesn't reply me, I will file CC charge back and the name dixiesys will be on my blacklist.

You could probably assume Dixiesys may not have received that email, because their practices are held in a high esteem. Drop them another line mate. There's a number of contact methods at http://www.dixiesys.com/index.php?display=phones.

Cheers

Gary

Looks like they take payments via 2checkout.com. You might want to contact them https://www.2checkout.com

I just email them via emergency@dixiesys.com, hopefully they will get back to me soon. Otherwise, I think they have a serious problem communicating with their customers. Again, that email is 7/24 that they said on the web site.

Why is everyone so chargeback happy? I am sure that if you PM him here he will clear everything up. It's sad that it becoming that to get a refund or anything everyone is issuing chagebacks without even giving a couple days or a week to have the host clear things up. I had one a couple weeks ago that signed up and after signing up realized we did not support .ASP opened a trouble ticket at 2:00am our time requesting a refund under the 30-Day MBG and at 11:00am our time threatened to do a chargeback if we did not refund ASAP soon because he was "sick of waiting".. wtf?

Yeah, that's amazing. Gary @ Dixie is so respected for his support. Have you tried posting at forums.dixiesys.com? He and the mods are always posting there.

I believe that he's been working on moving a few servers to a new datacenter - might be why he didn't reply to this post as soon as you posted yours and why he didn't respond to email asap.

If you had a reoccurring charge, then maybe, maybe it was a mistake or oversight to keep the charge going? Certainly you have to admit that it doesn't appear to be malicious.

As a Dixie customer for a handful of my accounts and domains, I can't list any complaint I have with the service. Great service, great support, and I hate to see someone bash the company when it's such a small issue.

-Wc-

I have no doubt dixiesys will fix this for you , try calling them up or join them in IRC Chat.

BTW: I left a post on Dixie's forum for you pointing to this thread. Hopefully that will help you get your charge refunded quicker.

I believe 2checkout are notorious for continuing to bill after the host requests them to stop. I don't think it's out of sleaziness as must as disorganization.

Yeah your first email got missed, I saw your second and third emails this morning (sent at 7:21 and 7:52) and your refund and cancellation were done at 11:42 this morning and you should have had confirmation by now.

You should have opened a ticket on the helpdesk, or maybe posted in our forums (or maybe called me? There is a phone number in our contact section), those get read by the staff more often than WHT (I hope).

Thank you Gary for clearing it up.

Originally posted by ecpHosting
Thank you Gary for clearing it up.

Everyone knew he would, given the chance. Most hosts don't want bad publicity and will bend over backwards to help the customer. Gary is a prime example!

Great followup Gary!

Originally posted by WildCard
I hate to see someone bash the company when it's such a small issue.

-Wc-

I'm not bash or such. I just want Dixiesys clear this up.

Originally posted by Dixiesys
Yeah your first email got missed, I saw your second and third emails this morning (sent at 7:21 and 7:52) and your refund and cancellation were done at 11:42 this morning and you should have had confirmation by now.

You should have opened a ticket on the helpdesk, or maybe posted in our forums (or maybe called me? There is a phone number in our contact section), those get read by the staff more often than WHT (I hope).

Thanks! I got the notifications. Dixiesys still a good company in my mine.

Originally posted by OKIHost
Why is everyone so chargeback happy?

Because so many web hosts have no clue as to how to run a business properly.

Originally posted by OKIHost
Why is everyone so chargeback happy? I am sure that if you PM him here he will clear everything up. It's sad that it becoming that to get a refund or anything everyone is issuing chagebacks without even giving a couple days or a week to have the host clear things up. I had one a couple weeks ago that signed up and after signing up realized we did not support .ASP opened a trouble ticket at 2:00am our time requesting a refund under the 30-Day MBG and at 11:00am our time threatened to do a chargeback if we did not refund ASAP soon because he was "sick of waiting".. wtf?

from 2-11 is atleast a good 5 hours. In that time you could not push the button of a refund and email the customer back that you are doing it so they have a sense of safe feeling.

Your doing business not doing a favour.

Originally posted by MultiVol


from 2-11 is atleast a good 5 hours. In that time you could not push the button of a refund and email the customer back that you are doing it so they have a sense of safe feeling.

Your doing business not doing a favour.

I am sorry but I still do not understand. I ordered a couple books from B&N a couple weeks ago. Emailed there sales to let the know I was missing a book, It took 2 days but I did finally hear back from them telling me it would be one more day and they would ship my book the next day and they were sorry and so on.. Point of the story is alot of you people look at chargeback as being a the way to get a refund when you have not even given the host a chance to work things out. Hosting companies work with hundreds and thousands of customer and sometimes it takes a little while to figure out what is going on. You do not realize that a chargeback is a bad mark on our merchant account the same way a bad credit mark is on your personal credit. If we get a certain % of impatient customers that cant wait 24 hours for a refund keep calling there credit card co doing chargebacks we loose our merchant account thus we loose sales while trying to find another solution then we have to use a more expensive solution because we have a "bad" mark on our history. I am not debating how customer service should be handled I am just saying atleast give it a day or two and if you get no response or the host basically tells you go screw then is the time to look into or let the host know what you are going to do then if no response proceed.

Originally posted by Dixiesys
Yeah your first email got missed, I saw your second and third emails this morning (sent at 7:21 and 7:52) and your refund and cancellation were done at 11:42 this morning and you should have had confirmation by now.

You should have opened a ticket on the helpdesk, or maybe posted in our forums (or maybe called me? There is a phone number in our contact section), those get read by the staff more often than WHT (I hope).

I think many here assumed that Dixiesys could do no wrong. Remember that no one is perfect or infallible. I respect Gary for admitting their error.

As far as chargebacks go, I agree that many are way too quick to damage a merchant's credit. I've given hosts weeks to months to first correct it before doing a chargeback. Unless it's an obvious scam, give them a chance.

This does bring up some important issues. Gary said that "You should have opened a ticket on the helpdesk, or maybe posted in our forums".

That's why I think every host needs a system that tracks email and helpdesk tickets equally, such as one that Deb from Futurequest recommended here awhile back. I think it's terrible that if you send an email to many hosts at support@host.com (example), you just get an autoresponse telling you to use their helpdesk, and of course if you are not a member, then you cannot use their helpdesk. On top of that many of us prefer to email, rather than use those small boxes on a helpdesk.


Additionally, most hosts don't offer support through their forums, and it's only for customer to customer support. So, if a host is actively using their forums for support, they probably need to make that clear.

Originally posted by OKIHost
Why is everyone so chargeback happy? I am sure that if you PM him here he will clear everything up. It's sad that it becoming that to get a refund or anything everyone is issuing chagebacks without even giving a couple days or a week to have the host clear things up. I had one a couple weeks ago that signed up and after signing up realized we did not support .ASP opened a trouble ticket at 2:00am our time requesting a refund under the 30-Day MBG and at 11:00am our time threatened to do a chargeback if we did not refund ASAP soon because he was "sick of waiting".. wtf?

Well i got real chargeback happy recently when GOOGLE started charging up huge amounts of $$ on our credit card for claims they made that we owed them 2700.00+ in Google ad word charges. I remember authorizing 143.00. Then the charges started to pile up charging us up to 3 times in one month. The nerve of these people. Finally after our CC hit the limit they couldnt charge us any more. The last charge was about 500.00 and we put an end to their charging practices. I am now reversing the entire amount of 2700.00 on the basis that nobody authorized but one charge. Dont ever try Looksmart or Lycos. These people really think that once you give them a credit card they have the right to bill you as much as they want as often as they want. Ye right!

We can all learn from this. The Internet is international, so sometimes timezones make a big difference, and sometimes the proper person to deal with a problem has gone for the day. No one can work 24/7.

There is no reason to be impatient. Give the company, the guy, the..., a week at least to clear things up and respond.

Also... I think it would be very nice if all good hosts would make it possible to get support both through e-mail and forums,a s well as any other way, and clearly state that. One of the reasons I joined Infodoma was the support in the forum, even if I'm almost never on-line when the others are. I have to wait a day to get my answers, but I know that and take that into account.

I recently had a chargeback problem. Customer had ordered web space for his domain. Within two hours a had recieved the chargeback statement. I asked why was this neccessary and the customer told me that he expected his site to be up within an hour. So I whois his domain and see that his domain isn't even pointed at our name servers, and his domain is pointing to a registers free parking area.

What I want to ask, should we implement some kind of TOS that states the customer should be proficient with the interent, as far as understanding how domains, hosting, ftp clients, email clients, etc work to help save ourselves a little stress here? Is there a good site out there that we could point our customers at to help them be better educated on these topics?

Originally posted by frozen
I recently had a chargeback problem. Customer had ordered web space for his domain. Within two hours a had recieved the chargeback statement. I asked why was this neccessary and the customer told me that he expected his site to be up within an hour. So I whois his domain and see that his domain isn't even pointed at our name servers, and his domain is pointing to a registers free parking area.

What I want to ask, should we implement some kind of TOS that states the customer should be proficient with the interent, as far as understanding how domains, hosting, ftp clients, email clients, etc work to help save ourselves a little stress here? Is there a good site out there that we could point our customers at to help them be better educated on these topics?

I thought about that but I dont really think it would matter.. I dont think the creidt card co would even care.. when it comes to online "services" they usually dont even want to bother getting involved.. I dont think there really needs to be a site for the customers I think they just need to READ what is sent to them in the welcome email.. ie: you must point your domain, takes 24-48 hours and so on.. We have this on all welcome emails but still have gotten about 6 of the same thing that you have posted this year..