Web Hosting Talk : Web Hosting Main Forums : Dedicated Server : LayeredTech customer service - hmm.

[xlguy]

LayeredTech are starting to get on my nerves. I've been with them for around a year and have two dedicated servers.

The other day I opened a ticket requesting that they cancel one of my servers. They came back and said they couldn't cancel it until I pay for the next month of hosting. I replied back asking if they could make an exception as I put the cancellation request in one day after the invoice was due (I wish I'd realised before, but that's my fault).

Anyway, they replied back saying that their TOS made it clear, but I could keep using the server for another month or they could go ahead with my immediate cancellation request - it was up to me but either way I had to pay. This was fine, but I thought I'd try one more time to ask for an exception as I still had another server with them and also I'd been a customer for a while (accepted only a year, but more than a few months!). Anyway this is the point they started to annoy me. Rather than saying just replying with "no our position remains the same" they suddenly decided they would cancel my server immediately but still want me to pay for it! The other option of paying and using it for the rest of the month disappeared for no reason

I replied back saying hey wait, if you want me to pay (as I'm obliged to under the TOS) then at least give me that earlier option of using the server! To which I got back something saying the situation was closed.

Not a great way to treat a customer - give me an option then randomly decide to withdraw it and they still want me to pay. I'm happy to pay but at least let me use the server - why did they suddenly withdraw this option when I asked for an exception?!

[Neosurge]

Have you fully explained your point of view to them in reguards to using the server untill the last month is over?

[Scott.Mc]

Do not pay them for it then, if it's been canceled already. If they bill your card, charge back.

[AvailNetworks]

Originally Posted by Scott.Mc

Do not pay them for it then, if it's been canceled already. If they bill your card, charge back.

yeah thats a great idea, he breaches the tos and gets rewarded for it! thats good solid honest business advice, not only is layered oin the hook for a month of server use but also the $30 for the chargeback

If you cancel the server go through the helpdesk, there is an option in there to select if you want the server shutdown now or if you would like it until the end of your cycle. Everything needs to be done the proper way otherwise you may get lost in the shuffle, there is a helpdesk for a reason. Fill out the required form, and next time read the tos a bit more, exceptions I imagine can be granted but AFTER the due date is a whole different thing.

https://support.layeredtech.com

[Scott.Mc]

How did he breech the tos. He requested a cancelation it was denyed.

Now his server HAS been canceled. So explain that one.

Obviously there is 2 sides to every story however if what he said is true then I am sorry if you do not agree but it's what I would have done.

[AvailNetworks]

he was requesting the server be cancelled when he was past the due date, that is a breach of tos which states the server has to be cancelled 7 days before the due date.

As far as them cancelleing the server and not letting him use it for the month, I don't buy it unless he told them to shut it down. They have an option directly in their helpdesk that says "I want to use the server until the end of my cycle", or "it is ok to shut it down now".

chargeback is usually the last thing you want to do, it sucks when companies have to deal with it, they get the mark on their record and the bill for it, especially when they are not at fault

[bithost(NET)]

I'm sorry, but the TOS is clear on this, and the TOS are the rules that we all have to follow.

I had to "eat" a month's hosting last month on a server, because I couldn't get accounts migrated off of it, and DNS updated/propagated, until 2 days after the bill had been generated. Rather than ask for exceptions and feel like LT owed me something for my loyalty I followed the rules and ponied up for the fees that I rightfully and truly owed.

If you want to cash in "loyalty chips," maybe ask for a day or two leeway off the 7-day advance notice. Be happy if they let you cancel 5 or 6 days before your renewal rather than 7 days. But don't come to them 8 days after the deadline, and whine when they say no -- that's just ridiculous.

You said you agreed to the TOS when you ordered the server. A year ago I believe they required 14 days' advance notice. The 7 days' notice is new so really there are no excuses here. It's unfortunate you weren't able to plan it out better, but it's not their fault and they don't deserve the black eye for it.

Bailey

[xlguy]

Just to clarify a few things. I *did* request an immediate cancel orignially. Layered Tech then told me that I needed to pay the invoice that was issued the day before (my timing was bad!) before they would cancel it. They also offered (quite kindly) that I could, rather than have the server turned off immediately as I requested, use it for the remaining month (i.e. 29 days). Having double checked that I couldn't just get out of paying the next month I decided I would take their offer up - but in the meantime they withdrew it and offered no reason why.

Hopefully that's clearer, sorry!

[xlguy]

Yeah, it seems odd to so nicely offer me the option of using the server (as I was required to pay for it) then randomly, at their own will, not only withdrawing the offer but also cancelling the server.

[LBX]

Yeah, it just depends on what day it is. Things change from day-to-day with them.

Originally Posted by jackrambo

LayeredTech are starting to get on my nerves. I've been with them for around a year and have two dedicated servers.

The other day I opened a ticket requesting that they cancel one of my servers. They came back and said they couldn't cancel it until I pay for the next month of hosting. I replied back asking if they could make an exception as I put the cancellation request in one day after the invoice was due (I wish I'd realised before, but that's my fault).

Anyway, they replied back saying that their TOS made it clear, but I could keep using the server for another month or they could go ahead with my immediate cancellation request - it was up to me but either way I had to pay. This was fine, but I thought I'd try one more time to ask for an exception as I still had another server with them and also I'd been a customer for a while (accepted only a year, but more than a few months!). Anyway this is the point they started to annoy me. Rather than saying just replying with "no our position remains the same" they suddenly decided they would cancel my server immediately but still want me to pay for it! The other option of paying and using it for the rest of the month disappeared for no reason

I replied back saying hey wait, if you want me to pay (as I'm obliged to under the TOS) then at least give me that earlier option of using the server! To which I got back something saying the situation was closed.

Not a great way to treat a customer - give me an option then randomly decide to withdraw it and they still want me to pay. I'm happy to pay but at least let me use the server - why did they suddenly withdraw this option when I asked for an exception?!

[LBX]

LOL - they will send him to collections faster than he can blink.

Originally Posted by Scott.Mc

Do not pay them for it then, if it's been canceled already. If they bill your card, charge back.

[Scott.Mc]

Originally Posted by jackrambo

I put the cancellation request in one day after the invoice was due

That's my fault, I thought he said 1 day AFTER the cancelation limit, ie 6 days before the invoice is due and they canceled him.

In this case, LT have every right to cancel your server, you are past due on the invoice.

-Scott

[bithost(NET)]

Originally Posted by LBX

Yeah, it just depends on what day it is. Things change from day-to-day with them.

And you base this on, what? This is a completely untrue statement regarding the current discussion. LT is handling it exactly the same way they have always handled it. Try reading their TOS.

Bailey

[bithost(NET)]

Originally Posted by jackrambo

Yeah, it seems odd to so nicely offer me the option of using the server (as I was required to pay for it) then randomly, at their own will, not only withdrawing the offer but also cancelling the server.

It's not odd at all. They weren't being "nice," it's standard policy to offer the customer the option of keeping the server online through the payment period if payment has been made. All customers have this option when they cancel the server through a Cancellations ticket, in the helpdesk.

(I have had this option with every cancellation, and I believe for most boxes we have kept the box online. Sometimes a new project comes up and then we have the box online and ready for re-deploy. What the heck -- why not, you know? If it's paid for, may as well keep it up.)

Now if you came back and told them that you are not paying the invoice, well that tells the creditor (LT) that you are not willing to pay it, hence your box is now offline. No money = no service. Yes, they are retentive about billing. That's their right -- it's their business to run as they see fit. They have every right to pull service and send to collections any customer who comes along and says he/she is not going to pay their bill.

That's life. That's how creditors work. No payment = you get in trouble.

Granted I've not met a company that has been as "on the stick" about this as LT, but I bet their books are clean and their cash flow is spot-on. They likely don't have all kinds of old obligations sitting around, and that makes for a financially healthy business. I'll take the resultant stability of LT over any number of providers for that reason alone.

Bailey

[Alex]

Maybe if you ask them nicely they will plug the server back in, they have to deal with alot of people who will fight them on everything (not saying your one of these people).
Either way you still have to pay for the second month, especially if you asked to cancel after your invoice was due.