Promised 2 months free following July outage? - BEWARE!

[Kingdom]

For anyone that was promised 2 months free after the July outage it might be a good idea to check your account. I've just been sent my next 6 months invoice which makes does not include the free 2 months despite this in an e-mail from John Strong in August:

"We will be awarding two months of credit to each client impacted by the problem. This will pro-actively be allocated over the next week and you don't need to approach us for this compensation."

I have contacted the billing dept via live chat and they have confirmed they have no record of the 2 months free however I have forwarded them the e-mail and they are investigating now.

In his e-mail John also said

"Although I'm quite sure this won't do much to restore your faith in us as a hosting company, I'm hoping our long time customers will allow us a chance to rebuild from this situation and demonstrate to you that we can provide you with a reliable hosting service"

Well John if you had actually delivered on the 2 months free it would have gone some way however the fact that you haven't even managed that leaves me with even more doubt.

As I've said before I love the products and prices and since the July outage the service has performed a lot better however this is another example of the disasterous customer service that unless resolved will see me and no doubt other customers moving elsewhere.

If anyone is interested the thread regarding the original outage is here

[Kingdom]

Just an update, I had a live chat session with 'Austin' earlier this evening who promised me 100% (and I have the transcript) that my account would not be deactivated, so you can imagine my shock a few hours later to receive an Account Deactivation' notice. It took another 20 minutes and 2 more live chat people to finally get the issue resolved however it has been far more stressful then it should have been.

John, I don't know if you still read these forums but if you do then please for the sake of my sanity and your company sort the customer service out. As I said in my previous post I'm happy with the service however I need to know what when things go wrong they will be dealt with quickly and efficiently. Receiving e-mail's telling me that a service I depend on now is about to be deactivated does nothing for my stress levels!

[Harry]

Hello James,
We sincerely apologize for the 'Account Deactivation' email you have received. It's an automated email reminder which is sent by our billing system automatically also we have amended the billing term for your account.
Please feel free to PM me in case you need more information or further assistance.

[WHUKJenna]

Dear James,

Please accept our apologies for any confusion caused. After checking your account I can confirm that the 2 months free hosting was applied to your account on 06/08/2011 giving you a credit to be used against future invoices. Having checked invoice# 119340 I can see that the credit of 2 months hosting was deducted off the balance due as promised. I am not sure why this was not noticed by yourself or the billing team.

Invoice #119340 has now been reissued and is due for payment. Please accept my apologies if this differs from the solution offered to you via Live chat.

If you have any concerns or queries regarding this, please do not hesitate to contact me.

Kind Regards,
Jenna Strong,
Feedback Team.

[Kingdom]

Originally Posted by WHUKJenna

Dear James,

Please accept our apologies for any confusion caused. After checking your account I can confirm that the 2 months free hosting was applied to your account on 06/08/2011 giving you a credit to be used against future invoices. Having checked invoice# 119340 I can see that the credit of 2 months hosting was deducted off the balance due as promised. I am not sure why this was not noticed by yourself or the billing team.

Invoice #119340 has now been reissued and is due for payment. Please accept my apologies if this differs from the solution offered to you via Live chat.

If you have any concerns or queries regarding this, please do not hesitate to contact me.

Kind Regards,
Jenna Strong,
Feedback Team.

AGGGHHHHHHHHHH!!!! This had finally been sorted out so that I was covered through until December and now this! Please remove the invoice you have raised from my account and put it back to how it was. I would like to use the 2 free months to carry me through to the end of the year and I will then decide what I am doing long term at that point.

[WHUKJenna]

Originally Posted by Kingdom

AGGGHHHHHHHHHH!!!! This had finally been sorted out so that I was covered through until December and now this! Please remove the invoice you have raised from my account and put it back to how it was. I would like to use the 2 free months to carry me through to the end of the year and I will then decide what I am doing long term at that point.

Dear James,

Please accept our apologies but for accounting purposes we can only show the credit in this way, it has to be used against an invoice. However if you are wanting to use the credit to take you up to December I can cancel the semi-annual billing and invoice you for two months and use the credit to pay for this. That way come December you can decide on your future billing.

Please could you confirm that the above is acceptable?

Kind Regards,
Jenna Strong,
Feedback Team.

[Kingdom]

Hi Jenna, yes that would be fine. Please go ahead and cancel this invoice and revert to monthly billing.

[WHUKJenna]

Originally Posted by Kingdom

Hi Jenna, yes that would be fine. Please go ahead and cancel this invoice and revert to monthly billing.

Hello James,

Thank you for your response. Your billing account has been amended as agreed.

If I can be of any further assistance please do not hesitate to contact me.

Kind Regards,
Jenna Strong.