We get a few orders a day, nothing huge but still.

Anyways, my problem is this with this new xctonroller control panel, there is a thing where you have to change the laguage file and stuff or else it doesnt show up right.

Well, a customer (Charles D.... i say his name since he left now) complained to my personal email (which IS NOT the problem) not the support people how it wasnt showing up, and demanded cancellation.

He had been with us for no more than 12 hours, never contacted support, just up emailed my personal email (which is NOT an issue), and told me we sucked basically.

Now some other people at least have the decency to contact support when things happen but not him.

Anyway, he threatens to post it here, and number 1 this should clear me, and #2, I want to know your suggestions on how to better this.

Finally, he says how hes so expereienced in webhosting and reselling. Well, shouldnt he know that he needs to contact support in order for things to be fixed.

Just want your thoughts,
Josh

you do put your personal email on show in the signature :)

yah i know, that wasnt the thing that bugged me, i put that everywhere.

the thing was he didnt email support, he went to me (and im on vacation :stickout: )

I'll edit the above since it sounds like that i know.

hehe - well cleared up.

Thing is, if your going to spread your personal email around then vacation messages are a good idea - It would have helped in this situation

"Im currently out of the office - please contact : support@bleh"

i do have that on.

the situation is this: he never meant to contact support, he just emailed me about cancelling. its not a big deal, as a customer like that just makes trouble as far as im concerned, but thats why i wanted y'alls opinion.

You just answered yourself.
You're better off without him.
If he doesn't help you help him; how can you? :confused:

I guess so. Oh well, it just makes me feel kinda bad that i wasnt even given a chance to help him.

I call it the "Magic 3%" if you could slice off the top 3% of the troublesome customers you could reduce your support time probably by 50% or more (I normally say 80% but it's the holidays so I'm being kind). Problem is slicing off that 3% would be a PR nightmare you could just see the posts in wht now "Dixiesys cancelled me for no reason!!!1!!" and stuff like that :D

Well thanks for the support at least. This guy is kinda funny. I'll post some of the bullcrap im getting from him in a few hours.

Your much better off without him trust me, I had on that cancelled and said we suck because in our welcome email is says "dns typically takes 24 hours to resolve" and it was hour 26 and it was our "sucky servers" were to blame.. umm ok see ya! just saved myself ALOT of time down the road.. I still agree that the customer is always right but between you and me sometimes they are not :laugh:

Also you have to remember that by advertising on WHT you are picking up what I sometimes call "e-timebombs" meaning that should ANYTHING happen say they try to access there site and get a page not found due to a 2 second burp in the system it will probably result in a "<insert hosts name here" SUCKS BIG TIME!!!" post which is basically just something you have to live with and try to explain your end whats going on.

Thanks for the advice, it makes me feel a little better, im still kinda a newbie to this industry, as far as being an owner is concerened.

Originally posted by sbyhost
I'll post some of the bullcrap im getting from him in a few hours.

I wouldn't if I were you - just let it go. From time to time everyone gets a customer that things don't go as planned with. You can either make an issue of it and get worked up, or shrug your shoulders and wish them the best with their future host.

Posting conversations or e-mails from an ex-customer isn't very professional.

Greg Moore

Agreed, just let it roll off like water off a duck's back.

When you get any size at all you get used to it, you can't satisfy everyone. I've been told some really nasty comments about myself and my company in the last year and you just have to stay professional and let it not get you churned up.

Originally posted by Dixiesys
I've been told some really nasty comments about myself

** biting my tongue, biting my tongue**

:D

Greg Moore

Thanks guys,

For a change i was happy to bring myself to WHT :)

There are so many people out there who are impatient and expect the world (or at least the internet) for a few dollars instantly. There isn't any "instant internet". When they don't get what the want NOW the say you're bad, bad, bad and so on... They are the so-called "experts" with 20 years experience of anything from internet to webhosting, and they usually turn out to be about 16 years old.

It would be nice to have some kind of screaning process that makes sure you don't get any costumers like that... maybe a questionair to fill out when signing up :)