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06-06-2005, 12:05 PM #1Web Hosting Guru
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servermatrix have make fraud to me
Hi to all,
i just want to say my story with servermatrix.
I think that is important to inform all the people for this fraud.
I am servermatrix customer from 2003.
Before 2 months i have order this IPs:
ticket 685324PLNT for 32 IPs
ticket 581014PLNT for 16 IPs
the accounting department have give me only 8 IPs for the ticket 581014PLNT and 0 IPs for the ticket 685324PLNT (because i not have provide justification.
Before some days i have check the last 2 invoices and i have see that have charge me for 32+16=48 IPs.
I have contact the accounting department and i have write what happen. I have write the ticket numbers and i have request refund of the ticket 685324PLNT and the half money refund of the ticket 581014PLNT.
After this i have receive this answer:
"We show tickets in which you ordered extra ips. The tickets are the following: 581014PLNT; 685324. "
Seems tha servermatrix answer without read the tickets because i have receive (in this tickets) ony 8 IPs but have charge me for 48...
I have make again the same question and i have remind the accounting man to check the tickets again.
The accounting have inform me that i can have refund only on the ticket 685324PLNT.
I have make again question why in the ticket 581014PLNT give me 8 IPs and charge me for 16. I have request again partial refund for this ticket. (i just want to pay only for the IPs i have).
The final answer is:
****************************
"We have given you the credit for 685324PLNT. We will not give you any further credits."
****************************
As you can see servermatrix not only make wrong charges but also not want to correct this.
The money is not many but even with only $8 per month it is fraud.
May servermatrix feel so big so not want to provide good support.
I hope a smaller company canot do this.
(P.S. i have 3 server in servermatrix. one is dual xeon)
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06-06-2005, 12:15 PM #2Junior Guru
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- Oct 2003
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- Long Island, New York
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- 220
Contact them yet again, and ask them firmly to pay attention. Explain the whole story in simple, concise, readable terms, and get them to handle it.
Failing that, have them transfer the ticket to a supervisor.TWSites.com - Business Web Hosting Solutions & Server Management Since 2003
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06-06-2005, 12:31 PM #3Web Hosting Guru
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- Apr 2003
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Theplanet has a lot of employees. Some are better than others. But please don't panic. Open another support ticket. And eventually open a thread on their forum: http://forums.servermatrix.com.
ThePlanet is not a scammer . It's a very big company. And they don't want to be linked to fraud.
They will refund you. And maybe they should make that employee sit in a corner and face the wall for 1 hour.
I'm a customer at ThePlanet. Sometimes customers don't explain their situation very clearly. And ocasionally they read the support tickets too fast. But they are a great company.
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06-06-2005, 12:42 PM #4Web Hosting Guru
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- Sep 2002
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Hi again,
only 30 minutes after this thread the sales department have correct the problem.
So seems that not it is fixed.
I hope in the future not need to make public post for the problems.
It is better to find solutions internally.
It is crazy, i speak a week with the accounting department without resolv this and 30 minutes after this post the problem resolved.
Thanks a lot WHT
Now all is ok.
Christos
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06-06-2005, 01:39 PM #5Web Hosting Master
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- May 2004
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- madison, wi
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- 842
You can't always assume fraud, every business will make mistakes, just have to deal directly with them to fix the issues. Remember, business are run by humans.
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06-06-2005, 01:46 PM #6Web Hosting Evangelist
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http://www.goodridgeelec.com
Electrical Contractors, West Midlands, UK
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06-06-2005, 02:01 PM #7WHT Addict
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- Jul 2003
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- USA
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- 135
Originally posted by stevey
http://forums.servermatrix.com/viewtopic.php?t=15352
While people can make mistakes, it is very frustrating when one side decides that they are right and will not listen any more. That is when animosity starts.
Sometimes I wonder what happens to the saying "The customer is always right". Does it apply any more nowadays?.: Signature not required nor available at present time :.
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06-06-2005, 02:03 PM #8Web Hosting Guru
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- Sep 2002
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Originally posted by stevey
http://forums.servermatrix.com/viewtopic.php?t=15352
"According to the two tickets you were refunded for all outstanding charges on our end."
Remember the "for all"
one day later the accounting department write "We have given you the credit for 685324PLNT. We will not give you any further credits."
So give me just a part of the wrong charges.
After this i have write a pm to Kevin but i not have receive any answer...
But i say again that finally seems that the problem resolved.
The only bad thing is that need a public post to resolve this.
Christos
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06-06-2005, 03:49 PM #9Retired Moderator
- Join Date
- Apr 2005
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- 3,499
Wow, that post just scared me away completly from servermatrix:
According to the two tickets you were refunded for all outstanding charges on our end. Please don't come to our forums and try to stir up trouble.Last edited by Alex; 06-06-2005 at 03:54 PM.
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06-06-2005, 05:14 PM #10Web Hosting Guru
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- Apr 2003
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I have to admit that Kevin's answer wasn't the ANSWER. It wasn't a moment of inspiration. But here's a client that's writing fraud... Fraud is a hard word.
And I haven't read the two side story.
I must add that ThePlanet's support has to scale to the company's actual size. I opened a ticket today and had to reopen it. But I have servers at other datacenters. And ThePlanet is in my TOP 3 favourite datacenter.
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06-06-2005, 05:43 PM #11Web Hosting Master
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- Nov 2003
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- Newport Beach, CA
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Looks to me like the word fraud is in reality more of a misused statement due to not fully understanding the language.
I don't really think he means fraud in the traditional sense, he's just not quite using the right terminology.
Furthermore, ServerMatrix is definitely not a shady company that would ever do that. I've been with them since they opened and they've never done anything in accounting that would translate to that type of action. Most times there was a discrepency it was my fault, and when it wasn't they gladly corrected it.
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06-06-2005, 05:47 PM #12Web Hosting Master
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By the way, I can easily see how this problem could happen.
The sales department is completely separated from support. When you placed an order it was likely charged, then sent to support which is where the request for justification came from. Accounting charged based on your order and had you provided justification it would have been complete. But since you didn't it didn't happen. They should have sent it back to accounting for refund, but i can see how this could happen
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06-06-2005, 11:31 PM #13Web Hosting Guru
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- Sep 2002
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Originally posted by Eu1net
And I haven't read the two side story.
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06-06-2005, 11:38 PM #14Web Hosting Guru
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Originally posted by e-places
By the way, I can easily see how this problem could happen.
The sales department is completely separated from support. When you placed an order it was likely charged, then sent to support which is where the request for justification came from. Accounting charged based on your order and had you provided justification it would have been complete. But since you didn't it didn't happen. They should have sent it back to accounting for refund, but i can see how this could happen
I understand also that the support is diferent from sales. But the sales team have request the justification. Not the support....
Also in the order tickets the sales department can find that have charge me more in 2 orders (ticket 685324PLNT for 32 IPs
ticket 581014PLNT for 16 IPs) but the answer is: "We have given you the credit for 685324PLNT. We will not give you any further credits."
And this answer is after a week of contacts and many support tickets to resolve this.
And remember that only after 30 minutes of this post the sales department have full understand me and give me back all the extra charge....
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06-07-2005, 06:36 PM #15Business Consultant Manager
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- Feb 2004
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- Fort Worth, TX
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Hmm.... that is quite interesting that klaude closed the thread.. he is usually a really good guy.. and extremly helpful.. odd indeed.
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06-07-2005, 06:44 PM #16Web Hosting Master
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I don't know what to tell you. It's almost like dating a chick with a tripple double D bra size. You can't standed her, but you don't have the balls to dump her either.
Washing your dirty laundry in public never works either.██ Ray Womack @ atOmicVPS LTD
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