Horrendous experience

[colin]

Hi

Monday evening I find Eukhost has Terminated my account because on non payment when I have £5 credit.

Long Phone call does not resolve it told to go on chat and talk to Ken.

During phone call I'm told it's MY fault for not paying the invoice. A copy of this could not be sent over.

Go to live chat and Ken has gone home. Note Was told on the phone Ken can be seen and is ready help me.

Spend my evening trying to convince live chat I do not owe any money and get my site up again.

Told to raise a ticket.

Left live chat with a promise that my site would be up when I return in the morning.

Tuesday morning no site.

Go on live chat told my account is Terminated....Raise a ticket.

Eventually get live chat to agree I am credit and that my account should not have been terminated.

Site is up and running.

I now have to do adjustments and tests to insure it is working correctly...Note a file was missing and email forwarding had to be rest on all accounts.

I raised a customer care ticket and asked to be phoned...Thursday 8.30 No Reply.

I called Marcus he said he would call back in 24 hours. Thursday 8.30 No Reply.

If there is anybody within EUKhost that is concerned with how I have been treated please go to my account mrfuzzy.co.uk read the transcripts and call me the number on my account.

Colin

[eukrobert]

Hello,

I will have this matter address straight away!

Thanks.

Kind Regards

Robert King

[eUKhost.com]

Hi Colin,

Our senior technical staff members have checked the logs on the server and they say that your account was terminated directly from the billing system. I've checked logs of our billing system and there's no reference of your account being terminated from the billing system. I will try my best to figure out what exactly happened with your account, as there was nothing due in your billing account and no one from the billing department did anything to our account.

[DPS Computing]

Sorry to hear about that Colin. I'm sure now Robert & Mark will get to the bottom of the issue ASAP.

[eUKhost.com]

Hi Colin,

Our billing system was set to record only 2 days logs, while your account got terminated on 15th of November.

I apologise for this trouble, but we have rectified this problem and you won't face such problem in future. Our billing system has now been set to record logs of 10 days from now.

[colin]

Hi

What are your plans when sombody owes money and you terminate their account.

Do you email them?
Good if the email get through BUT what if the account is the one being terminated or I gets caught up in the junk box or never gets through.

Phone them?

If you do would you leave a message on their voice mail?

Write to them?

Worth a stamp to show you are doing everything possible to make sure you are not cutting off a client that wants to stay.

Just my thoughts on what you could have done to show your error up.

Colin

[colin]

Hi Again

Look like nobody has taken time to look through the transcripts as I asked.

I wanted to keep this private and give you a chance to reply but not to be I guess.

Quote:
Shawn: your website will be online directly Shawn: no need to do anything Shawn: we will takecare of your site Shawn: soon it will be online
colin: this was last night

Only got my C panel up.

Took more insistence from me to get the website reloaded THE FOLLOWING DAY.

Taylor R: I will suggest you to open a ticket for this
Taylor R: as it can not be done on chat
colin: WHy ?
Taylor R: according to our policy I can not do it on the chat
colin: I spent my whole evening sorting out this and was arrued by Shawn: no need to do anything

Can I suggest you change you policy please.

Note: Alice seem to be able to get it done on live chat.

I could go on with other frustrations encountered........

Colin

[Ryan]

Hi Colin,

I apologize for the inconvenience caused. Email notifications are indeed sent to all our clients well in advance before the renewal payments are due. If a client fails to pay after the renewal data has passed, we do give him/her a phone call to remind them. In case we are not able to get through, we also leave a voice message.

I had a word with the concerned staff members with whom you spoke to on live chat. Since Shawn was aware about your issue and we didn't have the logs to actually figure out what exactly happened with your account, he agreed to restore your account through chat communication itself.

We regret the inconvenience caused.

[colin]

Hi Ryan

Thanks for response and apology.

All is working and I'm a happy Eukhost customer again.

Colin

[DPS Computing]

Glad to hear everythings been sorted for you Colin. Good luck with your site .