E
echoBS
- Original Poster
- #1
Just wanted a bit of a rant, about the way some companies treat loyal/existing customers.
I've been using ResellerZoom as a host for 26 months now - in December, I accidentally subscribed twice and paid two extra PayPal payments. In March, they went down for about 24 hours because of an unannounced data centre move. (note to ResellerZoom: 24 hours is unacceptable enough, doing it with absolutely no notice was corporate suicide)
Their policy is that you have to report downtime within 30 days (I think) to get a credit off your bill. I pointed out in the forums that everyone's servers were down, so everyone should receive a credit. Heard nothing more.
I was then credited with a months free service. on my March bill - I assumed this was because of the outage but had no communication about it. I've since transferred to another (VPS) host but still have some status pages and a few difficult-to-transfer applications on my old host.
April my bill was also given a full discount - I thought this may be the PayPal issue since I'd mentioned it in the forums at the time of the outage.
This months bill came through and I emailed to say I still had another overpaid paypal payment on the account. They advised that both had already been credited - I feel it's a bit of a con to give me a credit the same month as the downtime so I hadn't bothered to email in.
Anyway, fast-forward to today and they've suspended my account - no negotiation, no willing to compromise. If I want my backups I need to pay for another month.
I don't actually feel like I'm trying to cheat anything out of them - the two credited months were pre-paid, I should be entitled to a further free month under their SLA policy. And not only have they lost a customer, I'll make sure to not recommend them whenever anyone asks for a web hosting recommendation (which happens 2-3 times a week).
So, to summarise:
- ResellerZoom are a pretty awful host, both for operations and technical support, in my opinion
- Treat your existing customers fairly. Had they accepted they owed a free month, I would have probably carried on paying since it's only a (relatively) small amount, compared to my now main hosting, and I do need an alternative provider for status pages and emergency email.
(Feel free to add your own Hosting Nightmares)
I've been using ResellerZoom as a host for 26 months now - in December, I accidentally subscribed twice and paid two extra PayPal payments. In March, they went down for about 24 hours because of an unannounced data centre move. (note to ResellerZoom: 24 hours is unacceptable enough, doing it with absolutely no notice was corporate suicide)
Their policy is that you have to report downtime within 30 days (I think) to get a credit off your bill. I pointed out in the forums that everyone's servers were down, so everyone should receive a credit. Heard nothing more.
I was then credited with a months free service. on my March bill - I assumed this was because of the outage but had no communication about it. I've since transferred to another (VPS) host but still have some status pages and a few difficult-to-transfer applications on my old host.
April my bill was also given a full discount - I thought this may be the PayPal issue since I'd mentioned it in the forums at the time of the outage.
This months bill came through and I emailed to say I still had another overpaid paypal payment on the account. They advised that both had already been credited - I feel it's a bit of a con to give me a credit the same month as the downtime so I hadn't bothered to email in.
Anyway, fast-forward to today and they've suspended my account - no negotiation, no willing to compromise. If I want my backups I need to pay for another month.
I don't actually feel like I'm trying to cheat anything out of them - the two credited months were pre-paid, I should be entitled to a further free month under their SLA policy. And not only have they lost a customer, I'll make sure to not recommend them whenever anyone asks for a web hosting recommendation (which happens 2-3 times a week).
So, to summarise:
- ResellerZoom are a pretty awful host, both for operations and technical support, in my opinion
- Treat your existing customers fairly. Had they accepted they owed a free month, I would have probably carried on paying since it's only a (relatively) small amount, compared to my now main hosting, and I do need an alternative provider for status pages and emergency email.
(Feel free to add your own Hosting Nightmares)
