Just Cancelled

KWHS · #1 05-01-2006, 09:43 AM

Just put my cancellation notice in... after seeing threads alot recently of support staff not reading tickets, I share an experience in this.

when i first started with HG it was discussed about the migration of accounts from another reseller to HG, they advised some would be done free and others chargeable. the ones that were done free went smoothly and I have no grumbles there, the remainder I opted to transfer manually as the fees were too expensive to pay (small if your doing a few, but for 50+ it mounted up) so I advised the support team not to do them and not to bill me... but I was duley billed for this... it took 5 or so days to notice on my bank account then a further 5 days for the refund to get back into my account. one reason for the declining the big fee was that i knew funds would be tight with other bank committments. during the 10 day gap where this money was missing from my account, all my direct debits went out, all resulting in a £20.00 fee for going overdrawn, total fees charged for this was £160.00.

HG gave the refund back after a little battle via email insisting they had transferred the accounts, but sitting here for 3 or 4 days doing it myself manually did tend to make me realise that I had infact done them.. after advising I would want a transcript of the conversation via ticket it was declined to forward me this information.

things ran smoothly from there on all be it out of pocket by what I feel is alot of money for 1 persons inablility to read the word NO... things were smooth hence its 5 months down the line where I am cancelling, but after being burnt here I have taken time to find a reseller that can understand and takes time to read clients instructions.

support i found overall to be good and fast to respond, its only the odd few that do not read and let things down, unfortunately i got one of the dimwits that couldn`t read...... (and thats not a go at everyone at support, the majority have been easy to deal with).

KWHS · #2 05-07-2006, 02:40 AM

why was this edited from a negative review to a neutral?? as its a negative one that was posted!

***GatorBrent*** · #3 05-07-2006, 04:51 AM

I switched it to negative for you. Your review sounds somewhat positive honestly. All the problems you had were resolved and you said support was good. Seem a little harsh based on your only problem being about the 50 accounts transferred which you inquired about and was refunded on when you clarified only some were to be transferred.

KWHS · #4 05-07-2006, 06:53 AM

the fact that it left me 160.00 pounds out of pocket doesn`t come into it then after your team was instructed not to deduct the monies and they went ahead....

to which I am still out of pocket, the bank say its your fault for deducting the monies, and you said claim it off your bank...

i would have stayed if I am honest, but the non reading of things by support seems to be reoccuring amongst other users the thought of me being out of pocket again by one of your department not reading things is too much.

we did try to resolve it before brent but no one wanted to listen, nor did anyone want to provide me with the ticket breakdown for me to seek professional advice... which I thought was the case with data held by me, not sure what the laws on data protection are there, but its certainly a right in the UK.

I have said my piece..... if you`d have sorted out the "erroneous payment" fees involved you could have had a glowing report, even one suspension on an account was resolved mutually and quickly.... but until the matter is resolved in someway I will continue to be a "Negative person" as the inability to read "NO" cost me monies which I could of honestly done without.....

***GatorBrent*** · #5 05-08-2006, 04:29 AM

I understand where your coming from. The bank really should refund the fees since they are the ones who charged them and we did refund you completely. Will they not do that? Can you pm me your phone number? I'd like to figure something out.

KWHS · #6 05-08-2006, 04:51 AM

i explained this, the bank will not refund as it was an erroneous transfer, they say they not refund as it was not their fault the monies were withdrawn.

I agree you refunded the fees that were taken, that here isn`t the issue though... the main point I was highlighting is the fact of the support staff not reading fully whats put... thats my only criticism... uptime, 99% of the support has been good. We had one account suspended for over cpu useage, this was resolved quickly with your back office team, though notification sent to the reseller on suspension would have been good, but wasn`t majorly important in my case...

Brent I appreciate you wanting to ring, I am in the UK and different timezones etc, so what may be a good number for you to get me may not be a good one for me witht he time difference, no disrespect but i dont even want to speak with myself at 0300...lol you are more than welcoem to mail me on support@kwhs.co.uk should you wish

Lance

KWHS · #7 05-13-2006, 05:25 PM

Both Brent and myself have discussed this issue indepth, a mutual agreement has been made between all parties and I have asked Brent to make this a plus (green) post on my behalf.

thankyou for your time Brent.

Lance

Lance Davies
Technical Coordinator
Kent Web Hosting Solutions
http://www.kwhs.co.uk
support@kwhs.co.uk
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