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  1. #1
    Join Date
    Mar 2005
    Posts
    45

    HostRocket... Who's right....Wrong ?

    The other day i setup webhosting for a client @ HostRocket, but after he noticed they didnt have Cpanel he wanted a Cpanel host so i signed him up with a host that did. (Later i found out HR did have Cpanel but it was to late then.) So they issue me a refund and all.

    Today i noticed that i was charged a Setup fee of $29.00 on my card, however when i signed up there is no mention on the signup page about the fee.

    https://admin.hrwebservices.net/signupform.php

    No were does it mention a $29 setup fee, when i bring this up to HostRocket this is there response,

    The specific sentence you are looking for is outlined below:

    \"The customer will be refunded all hosting charges made to
    their credit card less any setup fees which are non-refundable.\"


    They still fail to show me were the $29 fee is in there terms of service, etc.

    I was not aware of a setup fee since it took about a day before they sent account information.
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  2. #2
    Join Date
    Nov 2003
    Location
    Rovaniemi
    Posts
    483
    Well, I can't find any mention of any setup fees on that page either.
    They might mention it on some other page, but for me personally that's not good enough.
    I am a firm believer that all fees etc. (if applicable) should be visible at the signup page.

    I also cannot fully read the TOS. It is grayed out and I cannot read it completely, which in my opinion again is not a nice thing.

    I haven't searched the site, but haver you found the setup fee anywhere else on their site? If not, I would complain for sure.
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  3. #3
    Well thats very unprofessional, i personaly not like it, should not buy for them.
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  4. #4
    Join Date
    Jun 2003
    Location
    UK
    Posts
    6,601
    OK think I found it...Its not 100% visable. http://hostrocket.com/products/index010.htm

    1/2 way down on the left hand side

    Instant Setup Fee $29.95/ea.

    Rus
    Russ Foster - Industry Curmudgeon
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  5. #5
    Join Date
    Mar 2005
    Posts
    45
    Originally posted by ScarabWeb
    Well, I can't find any mention of any setup fees on that page either.
    They might mention it on some other page, but for me personally that's not good enough.
    I am a firm believer that all fees etc. (if applicable) should be visible at the signup page.

    I also cannot fully read the TOS. It is grayed out and I cannot read it completely, which in my opinion again is not a nice thing.

    I haven't searched the site, but haver you found the setup fee anywhere else on their site? If not, I would complain for sure.
    Exactly what im trying to get across to them, if it was on the page i would have no problem paying it however i never knew there was a charge since there was no mention on the page about it.

    This was there response when i pointed out that there is no mention about there fee,

    Hello,

    If you follow the below link, you will notice the $29.95
    setup fee listed on the left hand side of the screen under
    the \"Additional Fees\" column. Here is the link:

    http://www.hostrocket.com/products/index010.htm

    When you click on the link, a popup is presented with the
    following URL, which states that the setup fee is a
    mandatory fee charged upon signup:

    http://www.hostrocket.com/products/help/setupfee.html


    It mentions $29.95 INSTANT SETUP FEE, and its shown under ADDITIONAL FEES which means "Additional Services" ? I seen that when looking at the plan however it said instant setup which i thought meant if you pay $29 you get instant setup.

    Oh well. Just thought i would warn others that plan on signing up.


    I thought i would also point this out,

    http://www.hostrocket.com/products/index010.htm

    Instant Account Setup Available - Order Online Today!

    Notice "Avaliable"....


    http://www.hostrocket.com/products/index010.htm

    When you click on the link, a popup is presented with the
    following URL, which states that the setup fee is a
    mandatory fee charged upon signup:


    When i click it i get a java error. Anyone else ?
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  6. #6
    Join Date
    Nov 2003
    Location
    Rovaniemi
    Posts
    483
    Yup, there it is indeed.

    Nicely hidden away though. I find this pretty misleading to be honest, these kinds of fees should be more visible, and should also be shown on the signup page!
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  7. #7
    Join Date
    Nov 2003
    Location
    Rovaniemi
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    Do you get that error when clicking the "order now" button? That works fine for me though.
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  8. #8
    Join Date
    Mar 2005
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    Scarab do you get "java error" when clicking INSTANT SETUP FEE ?

    I dont know if its just me.
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  9. #9
    Join Date
    Mar 2005
    Posts
    45
    I mean "error on page".
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  10. #10
    Join Date
    Nov 2003
    Location
    Rovaniemi
    Posts
    483
    Originally posted by KingOfBling
    Scarab do you get "java error" when clicking INSTANT SETUP FEE ?

    I dont know if its just me.
    Aha, I misunderstood you. Yes, I do get that error too, and nothing shows up with me either. That's another thing which isn't nice.
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  11. #11
    Join Date
    Oct 2002
    Location
    EU - east side
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    The location of the "Additional fees" is badly thought. It can very easily lead to confusion. One can ony hope it was not put out of sight like that intentionaly, and that the Java thingy is just a mistake as well. The fact that the order page doesn't provide the total value that the customer will be charged does not help at all.
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  12. #12
    Join Date
    Mar 2005
    Posts
    45
    From HR,

    You are correct, it does not mention the price of the setup
    fee in the TOS, just the fact that there is one. It\'s up to
    you to read through the TOS and ask any questions you may
    have before you agree to it. We cannot refund you the
    $29.95. As for the delay in getting your account setup, our
    logs show that your account was setup within a half hour of
    you filling out the order form. So if you did not recive
    your email at this time then that may have been due to an
    email delay with SBC. And we are aware that there is no
    Popup, at one time there was, but we took them down because
    the topics are self explanitory. If any one has questions on
    them, we are here 24/7 taking phone calls and replying to
    tickets, and most things are explained in our FAQ and forum
    also

    Joe Schoonbeck



    Some things just make no sense.

    From Paul

    When you click on the link, a popup is presented with the
    following URL, which states that the setup fee is a
    mandatory fee charged upon signup:

    http://www.hostrocket.com/products/help/setupfee.html

    From Joe

    And we are aware that there is no
    Popup, at one time there was, but we took them down because
    the topics are self explanitory.

    As for the delay in getting your account setup, our
    logs show that your account was setup within a half hour of
    you filling out the order form. So if you did not recive
    your email at this time then that may have been due to an
    email delay with SBC.


    Blame it on SBC sure.
    Last edited by KingOfBling; 10-06-2005 at 12:02 PM.
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  13. #13
    Join Date
    Nov 2003
    Location
    Rovaniemi
    Posts
    483
    Very fascinating explanations to say the least.
    If they are aware of the fact that the popup no longer works, why didn't they just take the link away?

    And can anyone else read those TOS? With me it's a greyed out box, and I can only read the first few lines of the TOS.
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  14. #14
    Join Date
    Mar 2005
    Posts
    45
    They wont budge about the $29 charge so looks like i will be mailing all documents (including there tos,etc) to my cc company and see what they think.

    I agreed to there TOS but no were does it say there is a $29 fee,

    Agreement Between HostRocket.Com And All Customers This document shall serve as an agreement between HostRocket.Com, Inc. ("we", "us", or "provider") and you as an end-user ("you", "user", or "customer"). This document shall constitute the entire agreement between HostRocket and you and while superseding any other prior agreements, govern your use of all HostRocket services.

    Activities Subject to Immediate Deactivation. Any Hosting Account that is used for Illegal, Abusive or Unethical Activity may be immediately deactivated by us without warning to you. Any misuse or overuse of the server will result in immediate deactivation of an account. Illegal, Abusive or Unethical Activities include, but are not limited to inclusion of or linking to, pornography, mp3's, obscenity, nudity, violations of privacy, hacking, irc related scripts and programs, non approved server scripts, eggdrops, computer virus, gambling, or promotion of gambling, and any harassing or harmful materials or uses, as determined by us. You agree to indemnify and hold us harmless from any claim resulting from your publications or use of Illegal, Abusive or Unethical materials. Although we will make reasonable efforts to alert you to such activities and allow you an opportunity to cure them within a 12-hour period after discovery, we are not required to give notice before deactivati ng your
    use of our services if, in our discretion, your use is or results in Illegal, Abusive or Unethical activities. If a Hosting Account is disabled, the regular monthly fees still apply. Each individual hosting account is allowed 1 main domain name with all additional parked domain names pointing to the main site of the main domain, unless otherwise specified. HR Web Services reserves the right to Cancel/Deactivate any account at any time for any reason. There will be no tolerance of any abuse of any of our support methods, which will result in immediate suspension.
    Public Nature of Internet. Please understand that all information submitted on the Hosting Account shall be considered publicly accessible. Important and private information should be protected/backed up by you. For example, we are not liable for protection or privacy of electronic mail or other information transferred through the Internet or any other network provider that you may use.

    Unsolicited Electronic Mail. You are expressly prohibited from sending unsolicited bulk mail messages ("junk mail" or "spam"). This includes, but is not limited to, bulk-mailing of commercial advertising, information announcements, and political tracts. Such material may only be sent to those who have specifically requested it. Malicious or threatening email is also prohibited. We reserve the right to immediately deactivate your use of our service if we discover such activity. Further, you agree to indemnify and hold us harmless from any claim resulting from your use or distribution of electronic mail services through the service provided through this Agreement. Anyone using our services for spamming will be immediately subject to a $250 cleanup/network abuse fee.

    HostRocket servers are not to be used for the purpose of hosting scripts or images for data collection or any other purpose to reduce the load on another webhost, or for any other reason. Servers are not to be used for the hosting or serving of file downloads. Any site with traffic or disk usage consisting more than 33% of file downloads (non html traffic) may be suspended. Customers are not permitted to open connections to the server at a rate of more than 3,000,000 connections/month. Customers are not permitted to run scripts on their account with us, to monitor connections and status's of other servers (gaming servers for example). Customers are not permitted to get multiple accounts with HostRocket, for the purpose of getting extra bandwidth only, to avoid bandwidth overage charges. Customers are not permitted to host multiple separate domains (not referring to parked domains) on one account unless this is a feature of they account they have ordered. HostRocket ca n and
    will terminate accounts of people using our servers not to host their domain but only scripts.
    Guaranteed Uptime - The HostRocket network of computers, will have a guaranteed aggregate average uptime of 99.5% over the course of three months (90 days). This does not include scheduled downtime for maintenance on servers, which will be minimal, and necessary. This also doesn't include mass-network problems such as major backbone problems.

    Minimum server specifications are not guaranteed on all machines, however upon request any account will be moved to a server matching our current minimum server specifications.
    Service Fees - All payments are due on time, without exception. Any failed charges on an invoice are subject to a $1.65 service fee. Accounts with any past due invoices are at risk of suspension and late fees. Any account suspended for more than a 30 day period are terminated without backup.

    Cancellation - In the event you cancel your service, you will be charged in full for the entire month in which you canceled your service. Account cancellations for accounts with a negative balance will be passed on to collections, and all services rendered to the party with the negative balance will be terminated, including domain registrations. In the event you have elected to prepay subsequent, additional months' Service Fees, we retain the right to charge you an administrative fee of 50% and deduct the administrative fee from the subsequent, future months' Service Fees before refunding them to you. There is a $50 administrative fee for any illegitimate chargebacks placed against us. Any illegitimate chargebacks or threatened illegitimate chargebacks are grounds for immediate account cancellation.

    30 Day Guarantee - The 30 day guarantee covers cancellation of an account during the first 30 days of service, due to our inability to deliver satisfactory service. The customer will be refunded all hosting charges made to their credit card less any setup fees which are non-refundable. Refunds will not be given for any reason in the case of account non-use, misuse, or abuse. Refunds will not be given on domain registration fees. All inquiries regarding this guarantee should be directed to [email protected]

    Affiliate Program - Affiliate payouts of $65/signup will be paid out through http://affiliates.hostrocket.com. You may not refer yourself through this affiliate program. You may refer your customers, but the name account name with us must be different than the affiliates name or the referral will be marked ineligible.

    Agreement - HostRocket.Com, Inc. MAKES NO WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. You assume all risk and liability resulting from the use or functionality of the service, whether used solely or in combination with other goods and/or services. HostRocket.Com, Inc. neither assumes nor authorizes any person to assume any other liability in connection with the sale or use of the service. HostRocket.Com, Inc. will not be held liable in any capacity for any service failures including any acts or omissions related to data. In the event of data loss or a service interruption, HostRocket.Com, Inc. will not be held responsible and will have no liability. The entire agreement shall be governed by the laws of the state of New York and shall remain in full-force until service termination in writing as outlined. If any part of this agreement is found to be unenforceable or invalid in your area, you agree that the arbitrator shall enforce the provisions of this agreement by replacing t hem withan effective similar, legal provision with the effect intended with the original provision. HostRocket.Com, Inc. may update this agreement at any time without notice. Binding Arbitration - You agree that any and all disputes or claims against HostRocket.Com, Inc. or the HostRocket.Com, Inc. service will be handled by an arbitrator or our hiring and decisions rendered by such arbitrator will be final and binding. In the arbitrator rules in our favor, you will be responsible for any and all costs related to or associated with such arbitration.

    HR Web Services reserves the right to modify this agreement at any time.
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  15. #15
    Join Date
    Sep 2004
    Location
    Northern Europe.
    Posts
    2,571
    I'd say this is a misleading way of doing business which I find disgusting. I hope you can get the case resolved to your satisfaction.
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  16. #16
    Join Date
    Oct 2005
    Posts
    51
    Originally posted by KingOfBling
    From HR,

    You are correct, it does not mention the price of the setup
    fee in the TOS, just the fact that there is one. It\'s up to
    you to read through the TOS and ask any questions you may
    have before you agree to it. We cannot refund you the
    $29.95. As for the delay in getting your account setup, our
    logs show that your account was setup within a half hour of
    you filling out the order form. So if you did not recive
    your email at this time then that may have been due to an
    email delay with SBC. And we are aware that there is no
    Popup, at one time there was, but we took them down because
    the topics are self explanitory. If any one has questions on
    them, we are here 24/7 taking phone calls and replying to
    tickets, and most things are explained in our FAQ and forum
    also

    Joe Schoonbeck
    That's one of the dodgiest replies I've seen. Run, far far away (via your bank for a $30 chargeback).

    ML
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  17. #17
    Join Date
    Oct 2001
    Location
    Ohio
    Posts
    8,299
    You're wasting your time mailing your credit card company. You, simply put, won't win.

    30 Day Guarantee - The 30 day guarantee covers cancellation of an account during the first 30 days of service, due to our inability to deliver satisfactory service. The customer will be refunded all hosting charges made to their credit card less any setup fees which are non-refundable. Refunds will not be given for any reason in the case of account non-use, misuse, or abuse. Refunds will not be given on domain registration fees. All inquiries regarding this guarantee should be directed to [email protected]
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  18. #18
    Sounds like you're SOL buddy...
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  19. #19
    Join Date
    Oct 2002
    Location
    EU - east side
    Posts
    21,913
    You're wasting your time mailing your credit card company. You, simply put, won't win.
    He might not get his $29 back via the credit card company, but so far he has won the argument in this thread IMO. HostRocket needs to make the setup fee a lot more conspicuous.
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  20. #20
    Join Date
    Mar 2005
    Posts
    45
    You're wasting your time mailing your credit card company. You, simply put, won't win.


    Read the sentence below,


    You are correct, it does not mention the price of the setup
    fee in the TOS, just the fact that there is one.


    I agreed to there TOS when signing up, the TOS does not state a setup fee neither does the signup page. It states setup fee's are non-refundable, however it does not mention a SETUP FEE.
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  21. #21
    Join Date
    Sep 2003
    Location
    UK
    Posts
    815
    Hi,

    Indeed HostRocket does need to correct this problem on their website, as others have stated fees should be clearly visible and not confusing as it seems to be at the moment.

    With regards to obtaining a refund, I would suggest you contact your credit card company and inform them that you where misled into paying the extra fee, outline the situation and see if they are able to assist you, there is no guarantee that you will obtain a refund, but then again, there is no guarantee that you won’t either.

    For such a professional company it is a very misleading tactic to use, they should seriously consider changing it. I guess they don’t as it makes them money regardless of whether a customer signs up and remains a client or not.

    Best of luck a lesson for the future I guess, read every small print.
    Tahir Ahmed
    NetspaceOnline.net - Reliable Personal Web Site Hosting & Business Web Hosting Solutions!
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  22. #22
    Join Date
    Feb 2004
    Location
    Scotland
    Posts
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    I personally have never been able to get my head around non-refundable setup fees like this for hosting.

    It's basically the equivelent of saying:

    "Signup with us for a no risk 30 day money back guarantee period, but if you ever decide to cancel, remember that you will pay over 2 months fees so you are really just getting screwed over"
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  23. #23
    That's totally unethical business practice.
    Setup fees must always be clearly shown in the same table where the main price is shown for different plans.
    And if they charge you "non-refundable" setup fee, then what the heck does their "money back guarantee" for?
    If you are not satisfied & cancel during trial period, you are still paying a hefty setup fee.
    Its total unfair & BS.
    Chris
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  24. #24
    Join Date
    Oct 2002
    Location
    EU - east side
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    I personally have never been able to get my head around non-refundable setup fees like this for hosting.
    The setup fee is supposedly created to cover the costs related to the creation of the new account, be they the actual account creation, fraud verification, initial support (when customers signup they do tend to use support more than after they set things up) etc. In theory there would be valid reasons to have a setup fee and not refund it, as long as the account was setup as promised.

    Sure, many hosts actually use the setup fee to make their yearly payment option really stand out as the better deal, due to the fact that the quite significant unrefundable setup fee is waived. Just another one of the little things that a marketing mastermind has initiated, and plenty of providers have followed.
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  25. #25
    Join Date
    Jul 2004
    Location
    Vancouver, Canada
    Posts
    555
    i spent 15 minutes looking for the TOS on their website and only found it on the sign up form and in opera you can only read the rest of it... In IE you need to select and drag the text to read all of it
    8i Networks - Advanced Web Solutions
    Web Hosting, Web Design, Domain Names and E-Commerce
    Providing Affordable, Reliable and Scalable Web Solutions Since 2000.
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  26. #26
    Join Date
    Feb 2004
    Location
    Scotland
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    Originally posted by ldcdc
    The setup fee is supposedly created to cover the costs related to the creation of the new account, be they the actual account creation, fraud verification, initial support (when customers signup they do tend to use support more than after they set things up) etc. In theory there would be valid reasons to have a setup fee and not refund it, as long as the account was setup as promised.
    We are not talking about a small company here and the charge is for instant setup, so I will venture to guess (however I reserve the right to be wrong) that the actual setup part is automatic.

    The initial support seems to have never been used (judging by the wording in the OP's post) so there is no cost associated with this. Fraud verification in no way costs this company $29, I simply fail to beleive this, especially when they must run it post setup if they advertise instant activation.

    So the only viable option I am left with is that the charge is to ensure they get money either way for people who decide to leave. Sure other accounts that actually use the support etc will cost more, but they know this account didn't so why not make an exception?

    The way I personally see it, if you offer an unconditional 30 day money back guarantee, it should be for the full amount. People normally leave your service for a reason, so why penalise them and "burn your bridges" for a potential future client?
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  27. #27
    Join Date
    Mar 2005
    Posts
    45
    All documents, screenshots have been faxed, we will see what happens.
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  28. #28
    Join Date
    Oct 2002
    Location
    EU - east side
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    IMO the setup fee can be $1000 or more as long as there is a part of the service that can be called setup. The sustainable upper limit of the markup for the setup service is basically dictated by the market. However, the larger the setup fee, the more conspicuous it should be presented. For my $1000 example it would better be about 300 pixels tall in bold red, in the middle of the page.
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  29. #29
    Join Date
    Jul 2003
    Location
    Goleta, CA
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    5,550
    Hidden fees are fun because then we get entertaining threads on wht.
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  30. #30
    Join Date
    Feb 2004
    Location
    Scotland
    Posts
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    Another pet peeve:

    "We pledge to make hosting risk-free by offering all shared hosting customers a 30 Day 100% Money Back Guarantee."
    How can they claim 100% money back guarantee on one line, then on the other say that the setup fee is not refundable?
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  31. #31
    Join Date
    Oct 2002
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    EU - east side
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    Hidden fees are fun because then we get entertaining threads on wht.
    I'm sure KingOfBling would prefer to be just a passive reader this time though.
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  32. #32
    Join Date
    Nov 2000
    Location
    Newport Beach CA
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    608
    The setup fee is disclosed on http://www.hostrocket.com/products/index010.htm and I’m relatively sure it’s been in the same exact position since we adopted this particular site design over two years ago. That is the page on the site that contains all pricing information so all users who order service should see that page. Customers are also instructed in the TOS to contact us before ordering if they do not completely understand all pricing and service information.

    We would love to be able to make sure that customers have read all pertinent account information, but that’s different to do online. For that reason we just have to assume our customers read and understand. In this case it looks like that wasn’t the case and there was a misunderstanding since some of the information was not completely read and understood.

    I am going to PM direct contact information to KingOfBling and extend an invitation for him to contact me directly. Once I have pertinent account information, I can review account history and determine what we can do to resolve the issue for the customer. We will also be reviewing this feedback to see if there is anything we can do to improve our service. I am confident that we can resolve this issue so all involved are satisfied.

    Different companies have different business models. Our model at HostRocket has always been to provide the highest-quality, most reliable web hosting that we possibly can. The model that has worked for us and allowed us to create a multi-million dollar company that has serviced over 50,000 websites may or may not work for others. Take RackSpace and EV1. The two companies obviously operate with entirely different business models, yet both are successful. In this case, a setup fee is part of our business model and allows us to provide fantastic service. It’s as simple as that.

    Originally posted by ScarabWeb
    Aha, I misunderstood you. Yes, I do get that error too, and nothing shows up with me either. That's another thing which isn't nice.

    In regards to the popup that is not working correctly, this is the first time I or any other member of our management team have been aware of the javascript error. On the page of our site containing all pricing information, “Instant Setup Fee $29.95/ea.” is clearly displayed. When you click on “Instant Setup Fee”, a popup would typically appear with text “A mandatory one time setup fee of $29.95 will be charged when you signup”. This really doesn’t convey any other information that is not covered in “Instant Setup Fee $29.95/ea”. Therefore, I don’t see how that is relevant. The technician stating that he was aware of that did not communicate it to management or anyone in a position to fix it. I just personally made our web designer aware of the issue, and he will resolve it. Now that we are aware of the issue with the popup, we’ll certainly correct it.
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  33. #33
    Join Date
    Feb 2004
    Location
    Scotland
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    Originally posted by HRTimothy
    On the page of our site containing all pricing information, “Instant Setup Fee $29.95/ea.” is clearly displayed.
    Take a look at the page yourself from a customer perspective, you cannot say it is anything other than misleading.

    Remote Backup $5.00/ea.
    CGI Script Config $10.00/ea.
    Domain Parking $10.00/ea.
    SSL Setup $25.00/ea.
    Instant Setup Fee $29.95/ea.
    Additional Mail Storage $5.00/100mb
    The instant setup is second from the bottom of the list and everything else in the list looks to be optional, yet there is a compulsory charge hidden there as well.

    When I read that I assumed that normal accounts would not be instantly setup unless you pay that fee, it does not show as being compulsory. You might also want to read the dictionary definition of "Instant" as your tech stated the account was setup within 30 minutes, 30 minutes is not instant.

    If you wanted to make it clear that the charge was compulsory, there should be a totally different section listing that charge, rather than hiding it in with optional charges that you should know most people will never look at unless they require optional services.

    IMO, hiding behind your TOS when you have charges that are not even clearly explained in there is a lame excuse.
    Last edited by Wullie; 10-07-2005 at 03:17 PM.
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  34. #34
    I backup Wullie.
    He's got a valid point.
    Chris
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  35. #35
    Join Date
    Oct 2005
    Posts
    51
    Originally posted by HRTimothy
    [B]We would love to be able to make sure that customers have read all pertinent account information
    Why make it so hard then. The setup fee should be CLEARLY displayed on admin.hrwebservices.net/signupform.php where it is impossible to overlook. Then this thread wouldn't be here.
      0 Not allowed!

  36. #36
    Join Date
    Mar 2005
    Posts
    45
    Originally posted by HRTimothy
    The setup fee is disclosed on http://www.hostrocket.com/products/index010.htm and I’m relatively sure it’s been in the same exact position since we adopted this particular site design over two years ago. That is the page on the site that contains all pricing information so all users who order service should see that page. Customers are also instructed in the TOS to contact us before ordering if they do not completely understand all pricing and service information.
    From a customers prospective it means "Want instant Setup ? - Pay $29.95". There is no Setup Fee pricing information on that page were the plans are located. Your setup fee is located under "Additional Services". Which means "Additional" Add-on Serivces.

    We would love to be able to make sure that customers have read all pertinent account information, but that’s different to do online. For that reason we just have to assume our customers read and understand. In this case it looks like that wasn’t the case and there was a misunderstanding since some of the information was not completely read and understood.]
    Yea whatever, blame the customer.

    I am going to PM direct contact information to KingOfBling and extend an invitation for him to contact me directly. Once I have pertinent account information, I can review account history and determine what we can do to resolve the issue for the customer. We will also be reviewing this feedback to see if there is anything we can do to improve our service. I am confident that we can resolve this issue so all involved are satisfied.
    The dispute is already in process with the CC company as of yesterday. They should be contacting you soon.

    In regards to the popup that is not working correctly, this is the first time I or any other member of our management team have been aware of the javascript error.
    And we are aware that there is no
    Popup, at one time there was, but we took them down because
    the topics are self explanitory. If any one has questions on
    them, we are here 24/7 taking phone calls and replying to
    tickets, and most things are explained in our FAQ and forum
    also.

    Joe Schoonbeck
    HostRocket Support



    When you click on the link, a popup is presented with the
    following URL, which states that the setup fee is a
    mandatory fee charged upon signup:

    http://www.hostrocket.com/products/help/setupfee.html

    If you need anything else, please do not hesitate to contact us.

    Thanks.

    Paul Stengel



    I'm very sorry for the confusion, the link he sent you was
    what used to pop up, but currently there are no popups. I
    say that the things on this columb are self explanitory, for
    example, a setup fee for 29.95.

    Joe Schoonbeck
    HostRocket Support




    On the page of our site containing all pricing information, “Instant Setup Fee $29.95/ea.” is clearly displayed. When you click on “Instant Setup Fee”, a popup would typically appear with text “A mandatory one time setup fee of $29.95 will be charged when you signup”. This really doesn’t convey any other information that is not covered in “Instant Setup Fee $29.95/ea”.
    So why are you all telling customers that the popups were taken down ?
    Last edited by KingOfBling; 10-07-2005 at 03:45 PM.
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  37. #37
    Join Date
    Oct 2005
    Posts
    51
    Originally posted by HRTimothy
    In regards to the popup that is not working correctly, this is the first time I or any other member of our management team have been aware of the javascript error. On the page of our site containing all pricing information, “Instant Setup Fee $29.95/ea.” is clearly displayed. When you click on “Instant Setup Fee”, a popup would typically appear with text “A mandatory one time setup fee of $29.95 will be charged when you signup”. This really doesn’t convey any other information that is not covered in “Instant Setup Fee $29.95/ea”. Therefore, I don’t see how that is relevant. The technician stating that he was aware of that did not communicate it to management or anyone in a position to fix it. I just personally made our web designer aware of the issue, and he will resolve it. Now that we are aware of the issue with the popup, we’ll certainly correct it.
    Joe said "And we are aware that there is no Popup, at one time there was, but we took them down because the topics are self explanitory.". I'd assume management would have actioned the take down. Or at least, your web designer did it previously. Or Joe is simply misled, and HR should simply refund this client and be done with it.

    It's easy to build a multi-million dollar company with deceiving practices such as this.
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  38. #38
    Join Date
    Mar 2005
    Posts
    45
    MeatLoaf thats what i tried to point out to HR-CS Staff but they were beating around the bush about it.
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  39. #39
    Join Date
    Oct 2005
    Posts
    51
    Originally posted by KingOfBling
    The dispute is already in process with the CC company as of yesterday. They should be contacting you soon.
    Make them aware of this thread. They might not be fully conversant with web hosting, and standard web hosting TOS, etc. But if they have a read through this, they'll clearly see that HR are not treating you fairly, and that should see you over the line.
      0 Not allowed!

  40. #40
    Join Date
    Mar 2005
    Posts
    45
    Meat, when i was doing the claim over the phone if im not mistaken the CS rep visited there website (the address in question) and recorded them, whatever that means, he mentioned something about the TERMS OF SERVICE box not appearing in his web browser ( only about 7 lines) so i had to fax a copy of that to him.
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