Web Hosting Talk : Web Hosting Main Forums : Web Hosting : Totally unreasonable customer?

[odsdc]

I've had a customer for almost 6 months now - only providing dns management.

They wanted to host their site, but the ip they gave wouldn't reply to ping requests - I.e the problem was on their end. There techie person finally got this sorted, and was running smooth for a bout 6 months.

After much consideration, we decided to move our customers to a new server. We sent out two emails detailing this, and stated that we apologise for any problems that my occur during this stage. We even offered a free month as a thanks for all their support.

After the server change was complete - their dns setting didn't get copied over, and wasn't pointing to their site. Which we didn't realise until 1 week later when we got the biggest abuse email through - that put our support girl into tears. It had threats in it, claimed our company was a complete POS. Of course we replied, apologised, and fixed the problem immediately - but he just replied and said WHEN THE F*** ARE YOU GONNA FIX THIS SH**. He also said that the problems about their mail server was complete rubbish.

5mins later he demanded the account be closed, and refused to pay anything.

Should we chase after him, and try to make him happy again, or just let him go? - Would appreciate your comments.

[eddy2099]

If it is too much trouble and he wants to go then let him go. In the end everyone would be happy.

[Biowaste XP]

Personally, I would let him go. Did it take him a full week to let you all know of the problem? If so, then it was his fault for not notifying you so that it could get fixed sooner.

[Techark]

Let him go ..

No matter what they pay you hosting some people is not worth it.

You messed up but his reaction was out of line and should not be tolerated.

[odsdc]

Yes, we told him that his lastest problem was caused by us - without any knowledge there was a problem. Took him a whole week to even let us know.

[VNPIXEL]

if he didn't pay, why try to keep him?

[net-trend]

Save some frustration and let him go...

[Kimmikat]

I agree with the others, just let him run. I would worry about the paying clientele that are happy.

[bubbasmurf]

I would say let them go, There is no reason for any abuse email like that. All they had to do was let you know somthing was wrong.

[CrazyTech]

Clients must speak up when things are down, a web host cannot monitor every site they host in order to make sure that it's working properly all the time. I'd say just let him go, if he's going to send abusive letters, then you don't need that kind of person as your customer.

[Douglas]

Definitely time to let him go. While I do have a great line of communication with the bulk majority of my customers, we also have an understanding of when it's okay to "have fun" in email/IMs/on the phone, and when it's time to get down to business. It's when they take that tone in business mode that I get irked, or they get irked.

Always give them a little leeway for being upset. This guy, however, was COMPLETELY out of line. I would have responded with an immediate email stating that since he chose to treat you that way, we were cancelling his account effective immediately, and that you choose not to do business with people that abuse the trust and services that you provide.

Don't chase after him, NOT worth your headache, stress and frustration.

[THW-Dave]

<-- do this

[Reseller-Center]

Live an learn, Move on and shoot him an adios...

[Reality Hosting]

I'd let him go for sure, but see if you can do anything to make him leave on better terms. To avoid him running around telling everyone how horrible of a company you are. (which isn't true I'm sure!)

[Incognito]

To immediately terminate anyone behaving in such a manner. I react much like baseball umpires or basketball referees...I will allow criticism, but there are words that mean instant ejection-baseball (basketball-technical fouls, two you're gone). You have three relationships in business that are very important-the relationship with your customers, your providers/vendors, and you employees/staff. In this case, you must protect your staff. You create the environment and culture which will prevail in your business. You don't want this kind of behavior and language to infiltrate it.