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04-11-2011, 11:49 PM #1WHT Addict
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- Jun 2010
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- Java Island
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KnownHost nearly 1 years customer review, Known so well, BUT...?
There are so many positive feedback about KH (KnownHost) here, and this is one of the reasons why I decided to choose KH as my production server. Generally, their service (server performance) & support is well known, but what will you do when you're facing this one?
Yesterday, I've just facing an issue that I think it is rarely happen with hosting service (at least for about tens hosting providers that I ever use). I get my server suspended bcs of one outstanding unpaid invoice for my other server that I planned for cancellation (in this case all service suspended because one unpaid invoice).
A short story is here...
Previously I have vps in texas datacanter with them, after nearly 1 year i plan to migrate it to calif datacenter for some reasons. Well, they suggest me to order new server in calif so the migration can be processed. Then, I order new server and pay it, request server migration and cancellation for the old server. Server migration in process, i leave the outstanding invoice for old server and keep it unpaid (bcs i think i still have 4 days until my old invoice get the past due, I assume when the old invoice get the past due, my old server will be suspended and at this time all my domain has been pointed completely to the new server so I can continue my hosting with the new one. But my assumption is completely wrong... when the old invoice reach the past due, all of my server got suspended :lol ). Yeah, in this case I must pay my outstanding past due invoice in order to get back my new server online... and I lost my money, that's not a big problem for me, I'll pay whatever it, it is better than I loss my revenue for hours...
In this post i just want to criticize their "rude" ToS.
"Service will be made inactive on accounts that are not paid by the due date at 12 PM EST. An account means all hosting services provided to you.".
Well, based on my experience and support/sales chat, this terms means that all of your service will be made inactive (suspended) when you have unpaid invoice, although only one unpaid invoice which you have planned to discontinue the service under it, and these invoice doesn't regards to the other service.
However, I realize that they're a big company, they know well their business rules, I just their little customer and believe this voices is nothings for them. But here I just want to share my experience for those of you who plan to have multiple server with KH, and for peoples who have multiple server with them and want to cancel one of their service, you "must" submit cancellation request, it's bcs KH doesn't have a "cancel button" on their billing system too .
--Sorry for my bad english--
Regards,
Edi0
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04-11-2011, 11:57 PM #2Junior Guru Wannabe
- Join Date
- Jan 2011
- Location
- Texas
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- 43
So just to clarify... they suspended multiple VPS of yours because you had 1 overdue payment on a single one of your VPS, not multiples?
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04-12-2011, 12:06 AM #3WHT Addict
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04-12-2011, 02:51 AM #4ShillBuster
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- Jun 2003
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- Spain
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- 4,251
So you didn't submit a cancellation ticket.....and you got suspended? Sounds logical to me.
I've moved and cancelled VPS's with them....put in a ticket to sales, it gets cancelled on the due date with no invoice generated.....and life goes on.
It's standard practice....you have to officially cancel by putting in a sales ticket.
Even if you didn't do it at the time.....why didn't you contact them when the invoice was generated?0
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04-12-2011, 04:02 AM #5WebHosting Master
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- Dec 2006
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04-12-2011, 04:12 AM #6Web Hosting Master
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- May 2008
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- Melbourne, Australia
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If the service is paid all in together then I see this as a no brainer, but if this was paid in sepatate to one another then I might be concerned.
I have accounts with Knownhost, quite happy with them to be very honest with you██ l Dedigeeks • Shared • Wordpress • Dedicated • Established 2006
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04-12-2011, 08:34 AM #7Web Hosting Master
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- Jan 2006
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As long as a customer emails us or communicates and doesn't wait until after they receive the 5th email about an overdue invoice of course we wouldn't suspend all VPS's. We have tons of customers with multiple VPS's and some a couple hundred and we don't suspend them all. That is in our TOS for the ones who don't bother replying to the emails we send about an overdue invoice. Keep in mind if a customer doesn't reply until after they've been suspended by that time we're already incurring costs for the software being used such as Virtuozzo, cPanel, etc. We're not being unfair as we're always flexible with our customers. Hope this clears things up.
Last edited by KnownHost; 04-12-2011 at 08:38 AM.
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04-12-2011, 10:10 AM #8Web Hosting Master
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- Oct 2010
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As long as a customer emails us or communicates and doesn't wait until after they receive the 5th email about an overdue invoice.0
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04-12-2011, 11:01 AM #9Web Hosting Master
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- Feb 2004
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- Sacramento CA
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- 3,513
Of course, the OP just wanted to tell us his story and it's an honest mistake that he forgot a few details, right?
@OP so you basically are telling us that you did not read the TOS, follow the appropriate policy, made some assumptions that turned out to be incorrect, fudged your details a bit and you want us to know that Knownhost took appropriate actions?
Pretty much expected since they are a top notch shop, but hey thanks!0
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04-12-2011, 04:18 PM #10Web Hosting Master
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04-12-2011, 11:08 PM #11WHT Addict
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That's right, i'm not sending separate email/ticket for cancellation request for my old server. But, seems I've already mentioned my willingness to discontinue the old server together on a ticket that submitted to request server migration, so i think it is will be handled as well, that's my fault
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04-13-2011, 06:49 AM #12Web Hosting Master
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04-13-2011, 09:44 AM #13Web Hosting Master
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- Apr 2009
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- Dallas/FortWorth TX
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Ok I understand OP is wrong here by not cancelling the old VPS. But as per your ToS if I have 100 vps and one is unpaid does the other 99 get suspended ?
We're not being unfair as we're always flexible with our customers.
Really curious to know<<< Please see Forum Guidelines for signature setup. >>>0
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04-13-2011, 09:54 AM #14Web Hosting Master
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- Jan 2006
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Of course not. We have many Resellers and we wouldn't shut down all their accounts unless there is more to the story. We work very closely with our customers so it's just a matter of communication which with us is easy as we're around 7 days a week in Sales, Billing, and Support.
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