Just tonight a customer of mine started asking for a refund. He says he wants it because I suspended one of his accounts he uses (he has a reseller package). It is a website that has a whole bunch of images of cd labels for various software. About a week back the site caused the server load to go above 20 and caused the server to go down for over an hour. I had to have the server techs reboot it and when I logged in I notice it was his site causing the trouble. Of course, I immediately suspended the site (not his whole reseller account, just the site causing the trouble). I e-mailed him within an hour about it. I unsuspended the site within 4 days and monitored it. The guy now wants me to refund his payment. I was prepared to send him an overusage bill of $30.00 because I have lost at least one customer. I decided not to, but now he is threatening to post bad reviews of my company at various websites if I don't give him a refund. I told him if he wanted to be immature and spiteful I was going to send him a overusage bill to pay for my troubles and time spent (wasted) on getting the server online, dealing with customers complaints, etc. I could give in and refund his unused time and cancel his account and then not have to deal with him, or I could stay firm and not refund him. What should I do? Here are some copied of his e-mails:
His first e-mail:
I'ld like to cancel my acount and apply to moneyback guarantee.
1. I had my account suspended, and i had no notice of that. I didnt knew and the site was down for several days.
2. The server load was allways slowing down the server, and that means o lot of server down time.
3. I never were able to setup private dns, althoug i follow all the steps/instructions near my registrat.
I'll wait for your comments,
Your account was suspended because it was bringing the server load to over 20, which then caused the whole server inclusing ALL of my customer's sites to go down for over an hour. This is a perfectly good reason for suspension and because of this you will not receive a refund. In fact, I should be charging you for overusage but I have decided against that. The server load WAS CAUSED BY YOUR SITE, and you have no right to complain about it. Also, about private dns I instructed you several times about how to do it but you never set it up. I cannot set it up on the server if you don't set it up with your registrar.
My main complain is not the fact that the server doesn't support my aplication, as it should. My my complain is that you didn't advised me about it, and i didn't know that you suspended the account.
"This is a perfectly good reason for suspension and because of this you will not receive a refund."
Do i need better reasion, than not being happy????
If you were having problems with a script, you should have created a trouble ticket. I did tell you about the suspension through an e-mail. I described which account was suspended and I told you why. You are not receiving a refund because your account caused the wholes server to go down and caused my other customers a large amount of grief. I even had a customer cancel because of the downtime caused by you.
Is this your final word? You will not honnor the refund?
YOU and ME know that you didnt email me notifying the account cancel, and YOU and ME know that the script is working just fine, and it just didnt on your server.
If you dont have anything else to say you dont need to answer this email, since it is a useless. You will see each other in other instances.
I don't even know what script you are talking about. I just said you should have created a trouble ticket so I could at least look at it. If I don't know about your problem, how in the world am I supposed to fix it? No, I am not going to refund you, and I told you why - you caused my server to go down.
This is just the first...
I'll take 5 minutes of my day to remember you.
i'll be posting 10 per day, starting from the top results of quarion google listing.
I'll stop when i have a refund.
My imagination is starting to give more ideas :-)
As I said I will not refund you. I am going to charge you $30 dollars for CPU overusage which will cover the costs of the customers that I have lost because of your account. I was originally not going to do this, but since you want to be immature about it and throw a fit I am going to charge you for it.
I'll send a representative to visit you at Waldo Avenue, to try to discuss with you.
In the meantime, please check whats appearing on google, when you ask for quarion, in the next few days.
I am not going to refund you and threats are not going to do anything to help your case. Perhaps you should try apologizing for hurting my business?
We will see who'll be apologising...
The fact you are emailing me everytime is giving me some freshideas (do not confuse with fresh freshhost).
Have a nice day.
You are being extremely immature. If you had just apoligised I would have refunded your money, but instead you chose to be immature, rude, and spiteful. That will get you nowhere.
Am I in the wrong for denying him a refund after he caused my server to crash, and should I refund him? Or should I just ignore his threats?