I’m sorry for the kind of boring info bellow, but I think many of the humans still alive and kicking on this planet have been through experiences like that. I make no apology for the true info in the text bellow. If the other party concerned (which happens to be the host of the mockoblog) has any serious issues, you may see this site down. I am disclosing here more of my personal info than their corporate info anyway. Let’s just say I have recorded this conversation for training purposes. I have only made spelling corrections, the rest is as it was LIVE minutes ago:
All our operators are currently assisting others customers. You are currently in position 2 Thank you for your patience. An operator will be with you shortly.
You are now chatting with ‘Victor’
Victor: Welcome to Live Chat support, how may I help you?
Victor: Hello Alex
Victor: How may I help you today?
alex: I am a very upset guy, in New Zealand. Your services are so bad!
alex: it’s 2.40 am here
alex: i have a domain with you and my site is hosted with you
alex: are you a robot?
alex: Victor, are you a robot?
Victor: No, I am real human being
alex: That’s nice to hear.
Victor: We are sorry for the inconvenience caused to you
Victor: Please let me know your queries
alex: Look: you guys lost my site last week ago, it went down for 24 hours and being a blog-type I lost a lot. I complained and I thought we came OK in the end.
alex: I’m not so concerned about losing 12 days of my intellectual property and of my users’…
alex: .. I know it cannot be fixed…
alex: I Received many messages from your service support and from your billing department, may of them polite lies…
Victor: Ok
Victor: Are you not able to access your website ?
alex: but now this exceeds all: I wanted to add a new domain, which should be free, the name is SWAPID.COM, and as soon as I clicked on it and it was available, I got NOT one but TWO bills for it!!! It was supposed to be free!
alex: are you a robot, mate?
alex: of course now i can access my website, i just lost 12 days of it
alex: THIS IS NOT EVEN ABOUT THAT LOSS, it’s about how you guys carry on robbing me
Victor: No, I am a real human being
alex: I’ll be silent now for a few moments, maybe you reply.
Victor: I am going through your question, please give me a moment.
alex: Hi human being, sorry Victor, you are offering good customer service, it’s just the brand you work for that does not.
Victor: Thank you for your patience…
Victor: As per my understanding you have been charged twice for the domain name registration, right ?
alex: Kind of yes: I should not be charged at all for registering the second domain, as it is advertised by you guys. Thice is two times too much I’m afraid. I just want to secure and park that second domain until I am rady to use it.
alex: Can you please reverse the charge(s) on my VISA?
Victor: Alex, regarding your issue I will request you to please send an email to our billing department at billing@justhost.com
Victor: Our admins will provide you the details in this regards
alex: GOD! You are impersonating the email reply! I have already done this!
Victor: Please provide me the ticket ID
alex: Look Victor, I appreciate your patience and good will. EVERY single step I had with Just Host since I got the first domain with you WAS WRONG. I have received tonnes of excuses and some free services I don’t necessarily need. All I want is to be square on what I get and how much I pay for it. It is pure robbery on your side, mate. YOU can forward my requests to any department you may wish to. I need my money back and my services JUST NORMAL. Not to mention the amount of data your server lost from may main site. Does it sound reasonable to you?
alex: I am looking for the ticket ID, there are a few because I had a few issues with your company. Please wait.
Victor: Yes, sure
Victor: Are you there ?
alex: A good old re: ticket would be 304117, but there are new ones: 323183; 323187; 323193 and 323199. There may be more.
alex: Not only that I am here, but I’m wasting my fifth night in two months since I got stupid enough to become a customer of Just Host’s. The very first night i wanted to secure a domani with you I spend two hours on the phone New Zealand to Europe (charged to my phone account) to sort basic stuff out.
Victor: Please allow me some time to check
alex: Victor, do you realise how upset I am? I know it’s not your personal problem but if it is, it would give me a great deal of satisfaction to know that you have claimed some stress benefit from JustHost. I am allowing you time, sorry mate.
Victor: Thank you for your patience…
Victor: I will create the ticket on your behalf
Victor: Please provide me the domain name for which you have been charged twice
Victor: Is it SWAPID.COM ?
alex: A new ticket? That’s great! Could you please mention o this magic ticket that: 1. I shall take Just Host to court unless all tickets are solved ASAP (ASAP=24 hours); 2. I expect NO charge for a new domain added to my account, AS ADVERTISED; 3. Written explanations from a manager who has a phone number I can call.
alex: Yes, that’s the one.
alex: I only went for SWAPID.COM because I had the chance to get another one free.
Victor: You can host unlimited domains under your single hosting account for free
Victor: But if you want to register the new domain name then you will be charged $14.95/year
Victor: We are sorry for the inconvenience caused to you for the delay in the response for the tickets that you have plaved
Victor: placed*
alex: Finally, we agree on some small topic, Victor. The point is my VISA was debited before even the confirmation of this domain appeared on my other screen. It was supposde to be free.
Victor: I have checked your account
Victor: And found 1 outstanding invoice
alex: OK. You make sense. What do we do now? I AM sure you are not a robot and I am sincerely sorry to have taken you through so much trouble.
Victor: Have you charged twice for that
Victor: ?
alex: Shall we take it step by step? If yes, the outstanding invoice souled have been cleared by now, it was issued for a service that was actually small compensation for the loss Just Host caused me.
Victor: You have been charged for swapid.com as $14.95
Victor: Each additional transfer/registration costs $14.95/year for each extra domain name.
alex: I don’t think I should be charged for swapid now, it is not hosted, I just need to secure that domain, then, when the site is up,. it will be hosted by you. But the way your web buying system is designed kives no chance to customers.
alex: No, no, no! Back to square one. Victor, I am entitled to one extra domain for free, I get this advertised when I log in for my main one.
alex: Do you think FREE equals $14.95? If yes, I’m glad to pay it.
Victor: Alex, you can register the domain name and you can host it free
Victor: Are you getting me ?
alex: Please don’t be a robot again. it’s 3:20 AM here.
Victor: You will be charged $14.95 /year for domain registration
Victor: You can host it free under your single hosting control panel
Victor: As you have outstanding invoice because of that reason your domain name is not yet registered
Victor: Please clear the outstanding invoices then you will be provided with the new domain details
alex: OK, my fault. So I do have to pay for ther registration. I do have SWAPID.COM now, but hosting is free! That’s cool. I see. I just don’t understand how can you guys advertise for free stuff for life if you charge straight away?
Victor: You can host it for free
Victor: You can add that domain as addon domain from your control panel
Victor: An add-on domain is just like having a separate web site.
Victor: First clear the outstanding invoice
alex: Part two now: the outstanding invoices, wait a minute, I’ll show you how we got to this and how JustHost actually cleared the invoice, unless we are talking different languages. What is THE ITEM on the outstanding invoice?
Victor: You can check the billing details from your billing area
Victor: Please access the following link for your billing area
Victor: [email link]
alex: Would that be the invoice you are mentioning? I had an email about it the other day. It is relating to a lot of damage your company caued me. Please read and if it is not the one, I’ll access the link:
alex: HI Alex Thank you for bringing this to our attention. The invoice was sent in error and the charge has not been applied to your account. The daily back up has been added free to your account along with three months free hosting. I am very sorry for the inconvenience. Kind regards Chloe — Chloe Ingram Billing representative www.justhost.com
alex: Do I have ANOTHER INVOICE?
Victor: It is showing me that you have purchased the swapid.com as additional domain name
Victor: Invoice Number: 85393-14229959
alex: Ok, and it also shows on my online banking that the 14.95 dollars US (about 24 of my NZ dollars) have been debited from my VISA. It may be outstanding at your end. We are 12 hours apart. I don’t know.
alex: I have received that invoice as a .pdf, thanks. You are doing a great job. I have no clue as to why it doesn’t show as paid at your end. The money has been taken out of my card.
Victor: Alex, regarding your issue I will request you to please send an email to our billing department and provide them the account statements
Victor: Our admins will provide you the details in this regards
Victor: Is there anything else I can help you with?
alex: Could you be more specific? I have more issues than positive things going on with my Just Host account. Which issue do you think I should address first? The fact taht my main website was down for 24 hours? The fact that it was restored to a 14 days older stage? The 12 days of lost posts and comments on mockoblog.com? The lost traffic I had? The drop in credibility? The issues regarding billing first for services not yet provided? Your choice. I’ve had enough of this. Yet you’ve been a great communicator. Thanks Victor! There is REALLY nothing else you can help me with. As to your admins, I’m sure they’ll send me a few more emails. I collect them. OVER & OUT
Victor: Please mention your all issues in that email
Victor: I will also update our admins regarding your issue
Victor: You will be updated soon
Victor: Is there anything else I can help you with?
Victor: I have not received a response from you for some time and will need to end this session. If you need further assistance please log back in to Live Chat. We apologize for any inconvenience this may have caused you. Thank you.
Victor: We are pleased to bring to your attention the following offer.
Victor: Let us take away any worries of accidental deletion or modification of your website or files by backing up your site on a daily basis. If you ever need a previous days backup, just let us know and we will happily restore or upload backups for you – $19.95 per year.
Victor: Have a nice day!! Good Bye.
Chat session has been terminated by the site operator.
*
