bad customer service
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- epigraph
It's a bit of a read, but here is a conversation I just had with my webhost that I have been using for 4 years:
Sergey Kochetov: Thank you for coming, my name is Sergey. How may I help you?
you: Hello, I want to upgrade to the current versions of php and mysql and was told I need to move to a new server block and upgrade my plan. I don't want to be charged anything simply to upgrade to current versions of php and mysql
Sergey Kochetov: Please hold on, let me check
Sergey Kochetov: I am sorry but you can not proceed with php upgrade with upgrading your hosting plan.
you: you currently offer the same plan I am using now, correct?
Sergey Kochetov: Yes but you plan has old version. Plan upgrade will cost you for 66.61 USD
you: I have been hosting with you for a while and have always been pleased with your service. This feels like I am being penalized for simply requesting current versions of free utilities
Sergey Kochetov: I am sorry but your plan is too old that is why it has to be upgraded in order to get updated features.
you: look at it from my point of view. You are saying that I have been a loyal customer for too long and am not entitled to use current versions of php and mysql (which are free). I have hosting until march 2011 and plan to upgrade then. I have no reason to go someplace else. It would be good customer service to help me out here.
Sergey Kochetov: Let me explain how payment runs in this case.
Sergey Kochetov: First of all you`ll get a refund for non used hosting time 37.59 USD.
Sergey Kochetov: As a result upgrade will cost you for 104.2-37.59 = 66.61 USD
you: The current expert plan cost $60 for 12 months of hosting
Sergey Kochetov: Updated Expert plan has more necessary features. Please check the following link for detailed information http://www3.ixwebhosting.com/ind…
you: yes I just checked thatlink and the expert plan is $4.95/month at the 12month price. That comes to $59.40
you: Which is exactly what I paid for my current hosting plan.
Sergey Kochetov: $4.95/month is a price for the 1st sign up but not for the upgrade.
you: I'm just asking you to let me use php5. You are missing an opportunity to provide excellent customer service here. I have been hosting with you for 3 or 4 years, I can't remember which. I would rather go someplace else at a starter rate to get php5 than be bent over the barrel by you guys.
Sergey Kochetov: I am sorry but we are not able to provide php5 update without upgrade of the old plan.
you: I understand that. I know the server I am on now cannot run php5. I am asking you to honor my original plan (that costs the same as a new customer would pay to use your current plan), and upgrade my "plan" for free. Moving me to a new server so I can use php5, is not taking any money out of your pocket.
Sergey Kochetov: Unfortunately we are not able to run hosting plan upgrade for free.
Sergey Kochetov: Please let me know should you need further assistance
you: can I talk to your supervisor please? The point here is that all I want to do is use php5 and am asking you to make it happen without it costing me money. You are going to lose my business if you cannot do this.
Sergey Kochetov: One moment please.
you: thank you.
- ********0
Key indicator is that his name is Sergey.
- ********0
Upgrading to PHP5 from 4 or lower does require some effort, depending on your hosting type. Wipe host, install PHP5, re-instantiate your files..
- epigraph0
What does his name have to do with it?
- Nothing, nothing at all. A meme that I guess flew over your head is all.********
- russians= bad service?epigraph
- No, it's an old old meme about Russian customer service. It's old man. Look up Sergey the Microsoft Customer Service Guy, or something...********
- didn't find anything, but that it ironic lol!
epigraph
- Nothing, nothing at all. A meme that I guess flew over your head is all.
- monNom0
Just what were you expecting for 4.95? you probably just ate up $10 worth of Sergey's time.
(devil's advocate)
- ********0
i wouldn´t expect customer service at all, for 5 bucks a month.
- epigraph0
He said it would take 15 minutes to move me to another server. I am not using any databases now, so nothing needs to be migrated. I dunno just seems rediculous
- epigraph0
yeah yeah, I know not a lot of dough, but there is almost no downtime and until now service has been good. I saw no reason to go elsewhere.
- ********0
what´s your hourly rate btw?
- monNom0
You've got to know the business model for these places is to set you up and collect the cash-flow with zero labour from their guys.
In order to migrate an account it's probably outside of the functionality of their automated system. They might need to move some stuff around manually, which takes up somebodies time. At that price point they could blow through the entire annual profit off your account in an hour or so. It's almost better for them to lose you as a customer.
Didn't they just offer you a refund? just set up a new account and do the move yourself if you're happy there. You get the price, and they don't get hurt.
- epigraph0
Hmm made me think there monNom. I wasn't looking at it that way.
They only offered the refund if I upgrade though, and I don't get the promo price. I'd rather somewhere else for the hassle, though you know?
- tasty0
I hate time warner cable (relevant to thread title)
- Atkinson0
Dreamhost are good. Amazon have the best customer service. Apple are ok. Dixons are the worst, along with nearly every other high street shop.
- ********0
So... you escalated to a supervisor - what was the result?
- dorf0
I dunno.. this doesn't seem like bad customer service - it seems more like you not getting your way and complaining about it.
- aanderton0
Why not just back up your hosted files. Then close your account down. Re-open an account at the same rate with them on the new server.
It's a bit of work setting everything up again but would save you some cash.
- mydo0
i asked my host the same question. they upgrade my package every time they upgrade theirs. forever. gatorhost.
- Akiraprise0
Gatorhost is excellent!!
- epigraph0
To update: I directly emailed one of their primary customer support people listed in my control panel, and he agreed to help me out. The other cs rep was one of their live chat people. So in the end, I cannot say anything bad about IX webhosting =) Like I said before there is almost no downtime and the live chat usually takes care of any problems I have. Price is right too.