10-23-2005, 05:44 AM
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WHT Addict
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Join Date: Dec 2004
Posts: 133
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Exovian Negative
All I have to say is...terrible.
I asked for a refund about a couple weeks into my plan and cancelled my services with them. Instead, they send me a bill for $19.95 and request money or my account be suspended. Of course I never paid and all the tickets I've submitted about the cancellation and refund were never answered and can't be found. I think it may have been a month since I've heard anything from them. They said October 11th, it's the 23rd.
So ExovianBen, refund my money like now?
I'll call the authorities as well.
Blablabla, you know the deal.
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10-23-2005, 05:51 AM
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WHT Addict
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Join Date: Dec 2004
Posts: 119
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Just replied to the ticket within 10 minutes of it getting submitted. We apologize for the delay as during our helpdesk upgrade we had a few tickets get marked closed when they should have been open. If you can reply to the ticket with the correct information we will have your refund on it's way within the next few minutes.
During your stay at Exovian how was the uptime / hosting? It seems all of the negative feedback about billing which will be stopped now, we never hear back about the server response, technical support response, and uptime.
We're sorry things did not work out and we hope to do business with you in the future.
Thank you
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10-23-2005, 06:12 AM
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WHT Addict
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Join Date: Dec 2004
Posts: 133
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It was bad, I wanted to cancel 3 days after I signed up because you guys wouldn't register the domain for me. Aside from that, it gets even worse because nowhere on the site you mention a 3 month contract with that free domain and a $9.99 deductable if I cancel.
http://support.exovian.com/index.php...kbarticleid=36
Hmm...
Anyway, thanks for half my refund.
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10-23-2005, 06:14 AM
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The Geek is coming
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Join Date: Aug 2004
Location: Toronto
Posts: 7,103
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Why did you cancel your service with them in the first place? Were you unhappy or you simply did not want to be hosted anymore?
What was the $19.95 bill for?
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10-23-2005, 06:16 AM
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WHT Addict
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Join Date: Dec 2004
Posts: 133
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Well, got that $9.95 thing situated out.
But, I heard mad bad reviews about exovian and since they offered a reseller package that no one else had, I decided to give them a go. It wasn't just the domain name that hadn't been registered until 3 days later, it was the nice long delay of the support and the amount of time it even took to setup the account. I didn't want the hosting anymore so I asked for a refund.
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10-23-2005, 06:21 AM
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WHT Addict
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Join Date: Dec 2004
Posts: 119
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We apologize but it is stated directly in our Terms of Service and has been since day one. The reason there was a delay in your order was due to a high fraud score through our anti-fraud system which can happen anywhere.
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10-23-2005, 06:24 AM
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Web Hosting Master
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Join Date: Jun 2004
Location: Washington State
Posts: 742
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I have no idea what you mean about the account taking forever to be setup. It's automatically done, and usually within 20 minutes. If you didn't get the e-mail, it's almost always on the user's end. As for the tickets, we just upgraded and made changes to our helpdesk. Your not the only one to have lost some tickets. All you had to do was simply re-submit them.
<Signature to be setup in your profile>>
Last edited by anon-e-mouse; 10-23-2005 at 10:20 AM.
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10-23-2005, 06:25 AM
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WHT Addict
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Join Date: Dec 2004
Posts: 133
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Can you explain the 3 day delay for the domain registration and how it took 3 days to basically have someone answer the ticket? (you answered the ticket)
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10-23-2005, 06:27 AM
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WHT Addict
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Join Date: Dec 2004
Posts: 119
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zyko,
As stated above the problem was the account was marked pending in billing due to the higher than normal 2.5 fraud score. We currently have FraudGuardian built in to our system to avoid fraud.
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10-23-2005, 06:27 AM
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Web Hosting Master
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Join Date: Jun 2004
Location: Washington State
Posts: 742
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I do not handle billing, or domains, therfor I am not sure what was wrong. If you can provide me a ticket number, I can look into it.
__________________
Regards,
Anthony B.
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10-23-2005, 06:29 AM
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WHT Addict
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Join Date: Dec 2004
Posts: 133
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Lol, if you don't handle billing or domains, why were you the one who answered them when they were billing or domain related questions? Do the tickets even exist if I don't see them? I've never played with Kayako.
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10-23-2005, 06:34 AM
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WHT Addict
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Join Date: Dec 2004
Posts: 119
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zyko,
Please, I have already answered your questions and issued the refund. We apologize for any inconvenience we may have caused you. The ticket you submitted was probably not in the billing department which is why Anthony may have replied to it trying to assist you as quickly as possible as that is what we do. We provide support to our clients when they need it and we make sure they close the ticket with a smile knowing that they're with the right company which is why matters like this sadden me as not once is the uptime or reliability mentioned. It seems this "bad reviews" on WHT relate to billing issues which as I stated before will no longer be a problem.
We're sorry things did not work out and we wish you the best in finding the right company for your business.
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10-23-2005, 08:58 AM
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Web Hosting Master
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Join Date: Apr 2003
Posts: 2,172
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Most of the threads I see regarding Exovian on WHT are folks who cancelled due to poor support response times. Of course these are followed up by "where is my refund that was promised"
__________________
█ AHFBWEB Less customers per server, more power for you!
█ Fully Managed
█ Business Class Shared Hosting - VPS - Dedicated
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10-23-2005, 10:30 AM
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Community Leader
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Join Date: Jul 2002
Location: Tasmania, Australia
Posts: 32,068
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Quote:
Originally posted by ExovianBen
The ticket you submitted was probably not in the billing department which is why Anthony may have replied to it trying to assist you as quickly as possible as that is what we do.
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Shouldn't he have escalated it to the appropriate department? Obviously he didn't assist at all. A longer wait may be better than someone who isn't able to respond to such an enquiry.
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10-23-2005, 10:32 AM
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WHT Addict
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Join Date: Dec 2004
Posts: 133
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Nah, it was in the billing department. I'm sure I know how to select the appropriate categories, considering there is only 3.
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