bad customer service
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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.