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  1. #1
    Join Date
    Jun 2010
    Location
    Java Island
    Posts
    143

    Question 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,
    Edi
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  2. #2
    Join Date
    Jan 2011
    Location
    Texas
    Posts
    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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  3. #3
    Join Date
    Jun 2010
    Location
    Java Island
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    Quote Originally Posted by Zybrite View Post
    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?
    yes just one, they will made your account inactive if you have 1 overdue invoice (make an account inactive, means all the service halted ) is it funny?
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  4. #4
    Join Date
    Jun 2003
    Location
    Spain
    Posts
    4,222
    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?
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  5. #5
    Join Date
    Dec 2006
    Posts
    4,149
    Quote Originally Posted by XTremo View Post
    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?
    Mistakes occur.
    What OP is unhappy about is how one unpaid invoice resulted in the suspension of the rest of his active services (paid for) as well.
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  6. #6
    Join Date
    May 2008
    Location
    Melbourne, Australia
    Posts
    10,482
    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 (Twitter) Shared Reseller Cloud VPS Since 2010
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  7. #7
    Join Date
    Jan 2006
    Posts
    1,915
    Quote Originally Posted by Echizen View Post
    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,
    Edi
    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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  8. #8
    Join Date
    Oct 2010
    Posts
    1,784
    As long as a customer emails us or communicates and doesn't wait until after they receive the 5th email about an overdue invoice.
    Conveniently omitted by OP.
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  9. #9
    Join Date
    Feb 2004
    Location
    Sacramento CA
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    Quote Originally Posted by TheJoker View Post
    Conveniently omitted by OP.
    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!
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  10. #10
    Join Date
    Aug 2007
    Posts
    6,882
    Quote Originally Posted by Echizen View Post
    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.
    For a company each and every customer is valuable . Otherwise they would not have reached up to this stage.
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  11. #11
    Join Date
    Jun 2010
    Location
    Java Island
    Posts
    143
    Quote Originally Posted by KnownHost View Post
    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.
    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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  12. #12
    Join Date
    Jan 2006
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    1,915
    Quote Originally Posted by Echizen View Post
    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
    I checked and there weren't any tickets to the Billing Department so it seems you may have forgot to submit the cancellation. Regardless, we're here to help you which I think we did. Hope this helps.
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  13. #13
    Join Date
    Apr 2009
    Location
    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.
    according to the flexibility still how many vps would get suspended ?

    Really curious to know
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  14. #14
    Join Date
    Jan 2006
    Posts
    1,915
    Quote Originally Posted by Kusai View Post
    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 ?

    according to the flexibility still how many vps would get suspended ?

    Really curious to know
    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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