Incredibly Rude Customer Service [MERGED]

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Posted by Zulah, 03-20-2014, 11:10 PM
I was hoping to be able to come here this week to post a positive review of JixHost. After being with another company for the past 8 years, it was time to switch hosts due to the quality of the service we are now getting. I came to Web Hosting Talk to read reviews, see who might be a good company to transfer to, and possibly help support a smaller company than the one we are currently with. I chose JixHost, and it was a huge mistake. I just had one of THE rudest "customer support" messages sent to me that I have ever received. I have asked for my account to be cancelled. We will be going with another company. I have not posted the actual email exchanges (which I do have), as I do not know what the etiquette for this is in a forum, but I just wanted to put my review out here. It was truly a disappointing experience. Last edited by Postbox; 03-21-2014 at 05:13 PM.
Posted by TrentaHost, 03-20-2014, 11:12 PM
Hmm, do you have the conversation of what happened? Nonetheless the rep from JixHost should chime in this thread shortly and give his side of the story.
Posted by Zulah, 03-20-2014, 11:19 PM
I do have them. I just didn't know if it was acceptable to post. Here they are: View Ticket #490757 Department: Technical Support Date: 03/19/2014 20:03 Subject: Cannot Access Email Status: Answered Urgency: Medium XXXXX || Client 03/19/2014 20:03 I cannot access my email using the settings I was sent in my "Welcome" email. I can access the webmail, and my site has propagated (I have put up a simple blog placeholder for now), but every time I try to access my email through my normal email client, I get the "Bad Username/Password" error. I know they are both correct, as that is what I logged into the webmail with. Info: I am using Mozilla Thunderbird. In the settings I am using the full email address and password, using (mail.XXXX.com) as stated. I even tried using the secure settings and changing the ports as suggested by the cPanel at one point, but it could not connect with server21.nocdata9.com Would appreciate some help getting this set up. I've been using cPanel for years, so not sure why I can't get this to work. Also, do you have a forum that I could look information up in instead of having to submit tickets? I tried the knowledge base but there wasn't much there. Support || Staff 03/19/2014 23:54 Hi, Use -> XXXXX.com:2096 Please let us know if there is anything else we can help you with. Regards, Level II Support. JixHost, Inc. XXXXX || Client 03/20/2014 03:08 That is the webmail. I can already access that. I am trying to set up my email client on my computer, as I stated above. Support || Staff 03/20/2014 07:51 cpanel can auto config for you if you are using outlook. Please let us know if there is anything else we can help you with. Regards, Level II Support. JixHost, Inc. XXXXX || Client 03/20/2014 14:08 I am not using Outlook. If you will look at the very first ticket that I submitted, I stated I am using Mozilla Thunderbird. I am not trying to access webmail, I am not using Outlook. I was planning on moving a bunch of websites over your company, but if I cannot get the support I need I will cancel this server and find another host. I have never had issues reaching a temporary URL or setting up email with other servers. I've been a cPanel user for years, so I know how it is supposed to be set up. I am trying to tell you that the information you gave me in the initial email is not working, and having to wait hours for support ticket to get answered is getting more than a little frustrating. Support || Staff 03/20/2014 22:08 Hello, Perhaps you need to see it with your own eyes why cPanel themselves, and I quote from the link below -> "We strongly recommend that you restrict this access" (link here) To be honest, you are getting a tremendous sized hosting plan that's actually secured and paying next to noting on top of it. Now you can go elsewhere, pay 5 to 10 times more and get something thats easily hacked. Seriously, for $12 its not worth dealing with your attitude, besides who told you we support 3rd party email client software installed on your pc? Please let us know if there is anything else we can help you with. Regards, Level II Support. JixHost, Inc. XXXXX || Client 03/20/2014 23:34 Wow. I have never received such rude customer service in my life. I was not asking you to support any 3rd party software. I only wanted to know why the information you sent me in the initial welcome email was not working to pull in my email. I would like to cancel this account and have my refund issued now, please. I will be posting my review of this company and the customer "support" I received to the Web Hosting Talk forums. Support || Staff 03/20/2014 23:35 +1, Thanks! There are no refunds as written in the published tos. Ill also post in the forums regarding "XXXXX.com" Please let us know if there is anything else we can help you with. Regards, Level II Support. JixHost, Inc.
Posted by mcianfarani, 03-20-2014, 11:58 PM
Wow the host is totally out of line. Hope you caught them on a bad day and this is not the norm for them. Good luck!
Posted by Zulah, 03-21-2014, 12:22 AM
Thank you. I thought it was a bit out of line myself. We've decided to go with Site5. So far, they have been wonderful about answering all of our questions, and have been incredibly helpful.
Posted by JFSG, 03-21-2014, 03:32 AM
It's terribly out of line. I don't see anything wrong from your end. Their support doesn't seem to be remotely helpful too. I hope to see JixHost explaining what happened though.
Posted by Host4Geeks-Kushal, 03-21-2014, 03:37 AM
I guess one of their reps are around here. That is absolutely pathetic of them, no matter how much you are paying, you deserve better, you are a client of theirs.
Posted by Server Management, 03-21-2014, 03:45 AM
Level 2 support discussing how your paying and what you should or shouldn't be getting for the price your paying. That's WAY out of line for a L2 tech should be discussing with you actually they shouldn't be discussing costs at all thats the sales and billing department that generally take on that role. Disabling the temporary urls is hardly a massive security concern anyway I'd be more worried about running perl or something. Last edited by Server Management; 03-21-2014 at 03:52 AM.
Posted by JixHost, 03-21-2014, 06:58 AM
They were a complete nightmare for us. They demanded that we support 3rd party software and disable security on a shared server for their needs. If we did not comply to her demand, she would threaten to post on the web hosting forums. Last edited by bear; 03-22-2014 at 03:05 PM. Reason: subject reveals user
Posted by DWS2006, 03-21-2014, 09:26 AM
I'm with @cd/home, why on earth would the price of the service have anything to do with a simple support request like this one. I'm sure the support tech involved will be reprimanded shortly .
Posted by steve-hostbus, 03-21-2014, 09:32 AM
Wow, what a bad luck. I would like to read the reply from the hosting company, let's see what they will say.
Posted by HOSTSHIELDNET, 03-21-2014, 09:38 AM
Damn, i feel bad for you my mate. Most customers cares about the customer's service
Posted by Promex, 03-21-2014, 09:39 AM
Whoa! What security feature are they talking about? Nevertheless, it's indeed not reasonable to demand a host to disable security features on shared server as it's there to protect other clients too. However, I feel that you should not have taken the first step to post about the client here.
Posted by iClickAndHost, 03-21-2014, 09:42 AM
Would that be ModSecurity you are talking about? It is often that ModSecurity prevents php / js from making changes to the website files and it could be an issue for developers / designer. But than ModSecurity can be turned on/off per account, not per server so i wonder what that could be.
Posted by AcclaimedHost Alan, 03-21-2014, 09:45 AM
Sorry to hear that. It's never good when clients threaten to post all over the web. I must say, though, that this is kind of funny: "Switching Servers ... Be Back Soon"
Posted by AcclaimedHost Alan, 03-21-2014, 09:45 AM
Sorry to hear that. It's never good when clients threaten to post all over the web. I must say, though, that the fact that their site reads: "Switching Servers ... Be Back Soon" Just made me smile a little bit
Posted by HostNurse, 03-21-2014, 09:56 AM
Their reply is really shocking and way out of line and no customer deserve to be treated like this. You made the right choice moving from there. I would like to see their input about this.
Posted by AcclaimedHost Alan, 03-21-2014, 09:59 AM
It's not acceptable for a client to say "Help me, or I'll talk bad about your company". But it's also not acceptable for a company to act that way in support tickets. I think that the best way to resolve these problems would have been through a bit more communication. Sometimes we techies can come off as curt without meaning to--we sometimes make the false assumption that others are on the same page. <> Last edited by Postbox; 03-21-2014 at 05:26 PM.
Posted by Isaac Newton, 03-21-2014, 10:01 AM
Wow wow. Unbelievably rude to a customer. For three years I used to work as a support tech, and from that experience let me tell you that unless it was the boss himself who handled your ticket, I am sure that the support person who handled the ticket is fired.
Posted by Mike Very Old Geezer, 03-21-2014, 10:27 AM
What? That is just incorrect. The OP was perfectly calm and respectful. But once he was abused by the technician, he quite rightly became incredulous and irritated. Last edited by Postbox; 03-21-2014 at 05:26 PM.
Posted by AcclaimedHost Alan, 03-21-2014, 10:28 AM
I misread: JixHost claimed to post about the OP, not the OP claiming to post about JixHost. You're right Mike
Posted by Atlanical-Mike, 03-21-2014, 10:37 AM
Wow what a thread, now if I was to post about customers threatening to post here about us I'd have a list of 3 people. Have they posted about us? No. Why did you post that here?
Posted by HostMantis, 03-21-2014, 11:22 AM
Wow! That customer support rep definitely got up on the wrong side of the bed! It's one thing to not take abuse from abusive clients, but the OP was far from abusive, so really no excuse for the attitude from the rep.
Posted by JFSG, 03-21-2014, 12:20 PM
Isn't this violating your privacy policy?
Posted by kpmedia, 03-21-2014, 12:29 PM
I did about 3 minutes of digging... I'm always amazed how self-described "Christians" -- those annoying kind (you know what I mean) -- are often the ones that try to pull underhanded BS. She appears to be part of that special demographic that I've run across many times myself -- white well-to-do ladies (old bitty) in their 50s that are condescending and rude as can be. They're used to always getting their way. When I run across one of these, whatever work is not yet done is refunded (BS on 100% refunds), the person banned from the site, and her emails blocked. This is the best way to deal with them. Completely severe communication, because they will continue to be a nuisance ... and VERY rude while doing so. I can usually sniff them out in pre-sales, and decline work early on now.
Posted by Zulah, 03-21-2014, 01:53 PM
Yep, that's me mentioned in the above thread. Just for the record, I am not a 50-year old bitty. Nor am I generally a rude person, or demanding to have my own way. I was simply looking for a little support. I also did not threaten to come here unless they met my demand. You have seen the support tickets above. I did print a PDF file with the tickets. Attached Files JixHost_SupportResponses.pdf (188.2 KB, 77 views)
Posted by Zulah, 03-21-2014, 01:57 PM
I'm always amazed at how people think that just because I am a Christian that it makes me rude and demanding. They sent me the typical "Welcome" email with a temporary URL to access my site. It didn't work. That is the "security" issue that they are claiming I wanted disabled. Funny stuff. I have posted a PDF file of the exact conversation between myself and JixHost support in another thread, but apparently I have to have 5 posts before it will let me link to it. Hang tight. P.S. For the record, I am not a 50-year old bitty. lol
Posted by Donn, 03-21-2014, 01:58 PM
It's so sad... It was just a matter of explaining politely even If they could not help. It was really unprofessional, personally they are off my wish list by now
Posted by Zulah, 03-21-2014, 02:06 PM
Here is the link where I originally posted. First, I did not post the messages at all, because I didn't know the protocol. When someone asked if I had them, I then copied and pasted them into the forum. Someone asked if I had a screen shot, so I posted the PDF I had printed. You can find that in this thread as well: <> It's really disappointing to have to come here to defend myself because I had poor customer service, and have my personal beliefs (which I never even brought up) drug into a business matter. Highly unprofessional and disrespectful. I am not part of any demographic; yes, I am white, yes I am a woman, no I am not old, no I am not well-to-do. Even if I were all those things however, it doesn't give anyone the right to belittle me. That is nothing short of bigoted. Last edited by bear; 03-21-2014 at 10:14 PM.
Posted by AcclaimedHost Alan, 03-21-2014, 02:11 PM
I was thinking the same thing. I read it over and it didn't say a whole lot about collected client data, just reads like a form letter.
Posted by theboylard, 03-21-2014, 02:16 PM
Blimey!! From reading the thread mentioned by Promex, I think Jixhost need to take a deep breath and apologise! They are bang out of order. Here in the UK that could also be classed as defamation, so in the US I guess you'll be able to have their house by next Tuesday and their kids college funds by Easter?
Posted by ursa-musculus, 03-21-2014, 02:17 PM
Wow - thank you for coming back here to post your side of the story. It seemed to be that Jixhost should never have given out your domain for privacy reasons; I could kind of see (without agreeing) why they might have made exception for a really, really bad client. If the ticket you've pasted in the other thread is all there is to the issue (and it seems so, given that is where Jixhost and you part ways, and where the 3rd party software is mentioned), then you're far from being such a bad client that someone would jettison their normal privacy policies. There's two sides to every story, and I'm now finding myself far more sympathetic to yours. Good luck with the site.
Posted by HostNurse, 03-21-2014, 02:20 PM
I read it and according to their TOS: "we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice"
Posted by user1h2u11, 03-21-2014, 02:26 PM
Regardless of what you said (although you seemed to be in the right) they should never response like that, I'll make sure I never use them.
Posted by Zulah, 03-21-2014, 02:38 PM
Thanks for the laugh! I can't believe that they are actually lying about what was said. Just wow! If they didn't want the temporary URL to be used, they shouldn't include it in the "Welcome" email. I certainly didn't demand them to disable security.
Posted by aeris, 03-21-2014, 02:39 PM
So wait, <> the "3rd party software" was Mozilla Thunderbird, and by "disable security" you mean allow bog standard IMAP or POP access? I'd ask for this thread to be withdrawn if I were you, because outing a customer as "difficult" because they asked how to use a standard email client with your service does make you sound like quite an ass. Last edited by Postbox; 03-21-2014 at 05:28 PM.
Posted by noobs, 03-21-2014, 02:40 PM
If the other thread <> is true (especially the pdf file) then you really owe someone a sniffing apology. My thought exactly! Last edited by Postbox; 03-21-2014 at 05:29 PM.
Posted by DWS2006, 03-21-2014, 03:15 PM
Zulah, it seems like they never noticed your primary concern was setting up Thunderbird. A terrible case of miscommunication by the JixHost rep to start with. I'm not sure why @JixHost started a thread just to take a preemptive shot at you, it's unlike their WHT rep to do something like that. At any rate it sounds like changing hosts was the best option for both of you.
Posted by Zulah, 03-21-2014, 03:28 PM
The thing is, I was not asking for them to show me how to use Mozilla. I've been using it for years. I was trying to tell them that the POP access was not working; I tried using my domain name as well as the secure ip they sent me, and it would never go through. I'm well versed in how my software works, and I've been setting these up for people for years. I just couldn't make the information they gave me work. That's all. The "security" issue was the fact that their temp URL for my website didn't work, and I asked them why. Nothing more, nothing less. If they didn't want me to use the temp URL, they shouldn't send it to their clients. I would love to have this thread removed. Do I just report the post, or is there someone in certain I need to contact? Last edited by Postbox; 03-21-2014 at 05:29 PM.
Posted by Zulah, 03-21-2014, 03:33 PM
snipped after merge>> I wasn't asking for them to show me how to use Mozilla. I've been using it for years. I was trying to tell them that the POP access was not working; I tried using my domain name as well as the secure ip they sent me, and it would never go through. I'm well versed in how my software works, and I've been setting these up for people for years. I just couldn't make the information they gave me work. That's all. I'm not sure why they decided to lie and say: As you can see from the PDF, that is not what happened at all, and this is nothing more than defamation of character. (As another user pointed out) Very sad all the way around. Last edited by Postbox; 03-21-2014 at 05:30 PM.
Posted by ursa-musculus, 03-21-2014, 03:34 PM
You can click the report button by any of the post headings in the thread; that sends a message to the forum moderators. However threads are hardly ever removed. More normal would be for the thread to be locked to prevent further replies, if the mods think that appropriate. Rather than aiming to remove this thread, your best bet is to stick around and keep replying. You're already looking pretty well vindicated, but if there are other replies you may need to chip in again.
Posted by JixHost, 03-21-2014, 03:48 PM
Not all infomation was disclosed, including email communication between the client and us. In over 7 yrs and thousands of clients, this was the first one I've personally shown to the door.
Posted by Zulah, 03-21-2014, 04:09 PM
Hmmmm. If I need to go back through my emails, I can certainly do that. If you have something else to share, please do. I have nothing to hide.
Posted by Zulah, 03-21-2014, 04:17 PM
Nope, just checked. No email communication other than the sign-up, and the trouble ticket stuff. I can certainly post the trouble ticket pdf regarding the temporary URL issue as well, if needed.
Posted by kpmedia, 03-21-2014, 04:33 PM
I never saw another thread -- I saw this one. - I'm just going off what Jixhost said -- and I'm certainly NOT defending them. If that's not accurate info from them, then shame on them for distorting the truth. - But at the same time, that demographic of females *does* exist. I've come across in many times in the past 20 years. Of all "clients from hell" situation, this accounts for 75%+ of them. Again, quick 3-minute lookup, no more. When sniffing out these people, I have more info to go on, being one of two parties (therefore privy to both sides of the conversations). The lesson here? Shame on Jixhost, it seems. Posting it here was likely a really dumb move on their part!
Posted by jrianto, 03-21-2014, 04:36 PM
It would be nice if WHT can remove or at least change the title of this thread. WHT is very well crawled by the internet, and now whenever people would search for "design by tori", this thread would surely come up and would hurt the customer's business unless she changes her domain name entirely.
Posted by Zulah, 03-21-2014, 04:40 PM
Sorry, I was wrong. I tried to edit this post but it wouldn't let me. I forgot, I did email them a few times when I was first setting this up regarding the temporary link. Nothing terrible in there though, so here is the exact contact we had before I submitted the trouble ticket regarding the temp link. (taken directly from my gmail) I've also included the PDF file for the trouble ticket concerning the link. Tori Close Mar 18 (3 days ago) to JixHost, Inc. Thank you for your help so far. I have signed up for a reseller account, but unfortunately I am running into a problem already. I can get to my WHM, as well as my cPanel. However, I cannot access the site via the temporary URL I was sent. (ip link here) Even when trying to click that link from inside the WHM, it sends me to a 404 page that says: "404 Not Found The server can not find the requested page: (ip link here)/ (port 80) Please forward this error screen to (ip link here)'s WebMaster. " Can you give me any insight? I've never had a site that I couldn't see via the temporary URL until things propagated. _______________________________________________ JixHost, Inc. Mar 18 (3 days ago) to me Ive now enabled the temp ip links for you. _______________________________________________ Tori Close Mar 18 (3 days ago) to JixHost, Inc. Sorry, but I'm still getting the same 404 error. I've tried it in 3 different browsers so far; Firefox, Safari, and IE. _______________________________________________ JixHost, Inc. Mar 18 (3 days ago) to me It can take an hour to take effect. _______________________________________________ Tori Close Mar 18 (3 days ago) to JixHost, Inc. Ah, ok. Thank you! Lastly, if I have any other questions, do I continue to email you, or should I start a support ticket? _______________________________________________ JixHost, Inc. Mar 18 (3 days ago) to me Id recommend using the support ticketing as emails may get mis-routed. Attached Files JixHost_SupportResponse_URL.pdf (169.8 KB, 18 views)
Posted by kpmedia, 03-21-2014, 04:45 PM
I sent a REPORT to the mods that this thread should be merged with the other one. That'd remove the title to this one. Zulah seems like a nice lady to me, given more facts, not at all what Jixhost portrayed her to be. Hosts that act like this deserve their negative feedback, and are not at all professional.
Posted by Zulah, 03-21-2014, 04:47 PM
Thank you. I appreciate that.
Posted by jrianto, 03-21-2014, 04:50 PM
Really bad customer service. What did you pay them with? You can issue a chargeback or dispute with PayPal. The customer always wins when disputing a charge and on this case, you should surely be refunded. If they keep this up, I don't think the web host would last long in the industry. All the best to your search for a new web host. I would recommend Site5 to you, they would take a good care of you.
Posted by Zulah, 03-21-2014, 04:57 PM
Thank you! Site5 is who we decided to go with. So far, they have been incredibly informative and helpful. (: As far as the refund goes, I should have read deeper into their TOS. It states: "Our 30 day refund policy excludes reseller plans, vps, servers, domains, SSL certificates and plans paid for longer then 1 month and accounts that are suspended or terminated for abuse. We can not refund unused portions of your plan;" No biggie. It's only $12. I guess you truly do get what you pay for. lol
Posted by Postbox, 03-21-2014, 05:17 PM
Threads merged. Apologies if things look a little out of sync as a result, but better to keep both sides of the story together. In all fairness, neither party's name now appears in the title.
Posted by MarkPoppen, 03-21-2014, 05:33 PM
Wo, interesting conversation. From what I read in the emails, I know exactly what Jixhost is trying to say. When you log in to webmail/cPanel you can find all the settings you need for your email, however, the response was awfully short. If Jixhost replied to all of OP's emails with that tone and that short, I can understand why the client got frustrated. I think this is yet another case of miscommunication.
Posted by Zulah, 03-21-2014, 05:54 PM
As I said before, I knew how to set up my email, it was simply a matter of the info they told me to use did not work. Really should never have spiraled out of control. Thank you to the mod that merged this thread and removed my domain name. I appreciate it!
Posted by HostMantis, 03-21-2014, 06:37 PM
No it shouldn't have come to all of this. When working in a customer service related industry, sometimes even the best of us lose our patience or have a bad day. When it happens, you have to try and save face and apologize to the client, learn from the mistake and move on.
Posted by bear, 03-21-2014, 10:24 PM
We've cleaned up some off topic commentary here. Let's keep this about the issue being discussed, please.
Posted by wolvyreen, 03-22-2014, 01:35 AM
Personally I am disgusted at JixHost to say the least! I can't believe ANYONE would treat their customers this way! Whether you are having an off day or not, The client actually did NOTHING to warrant this type of response even if the techy was in a bad mood! and since WHEN does a temporary link need to propagate? Unless this was a brand new server, and this was the first client that had been created on this server at very the MOMENT the cPanel install had been completed, then this is just not valid. It being a shared server would have propagated long ago! Shame on JixHost! Just Shame! Right, time for some admin... Notebook out....scan list of preferred hosts....delete JixHost....file Saved! Thanks for the headsup Zulah!
Posted by Donn, 03-22-2014, 02:46 AM
The worse part of this Is that jixhost doesn't even seem to care and apologize. Every one makes a mistake once In a while, It was just a matter of apologizing and clear the mess from the beginning. But well, what happened can't be changed. I wish you all the best on finding a new host @Zulah
Posted by Ninjapanther Hosting, 03-22-2014, 03:17 AM
He should of just shut his mouth and got on with job and tryed to help you out. If he does not like the annoying customers that come with web hosting then maybe he should fine another job.Sorry to be harsh but thats how I feel about it.Go home a moan to your wife about your annoying customers thats what I do,but its a big no no doing it to there face.Bite your tongue and get on with your job.
Posted by Mike Very Old Geezer, 03-22-2014, 06:12 AM
Easy to misinterpret, Alan. After all, we don't usually expect web hosts to have such a disrespectfull attitude towards their customers. I suspect Jixhost is kiddy-reseller run by an ill-disciplined teenager who didn't go over his mother's knee for a good slippering often enough!
Posted by ursa-musculus, 03-22-2014, 06:23 AM
Please don't misunderstand this as defending anything that Jixhost did here. The tickets / screenshots that were posted are outrageous, and don't leave them in a good light. The most they've offered in their defence is a timid "there was more to it than this" without any details being offered. Since then they've not come back here to add anything, and they certainly have not apologised (which they should have done). However,... they've been a member of WHT for nearly 5 years, and have over 1000 posts to their name. That's what makes this all quite surprising. What we've seen does not square with someone who has managed to stay in business for that long, and who has been properly active in this forum.
Posted by Mike Very Old Geezer, 03-22-2014, 06:25 AM
No it is not miscommunication. It is about a web host abusing a perfectly pleasant, polite client.
Posted by JixHost, 03-22-2014, 08:35 AM
I'm actually 41, though would not mind being a teenager again back when I knew everything about life. (joking) I did have a bad feeling about this client from her pre-sales emails regarding her previous host, prior to her registering with us. In hindsight I should have refused to accept her as a client. During my life I have empithetically apologized to people both in my personal life and professionally, in this certain case I don't feel sypathetic to the client. I know some of you do feel sorry for her, however until you have walked in my shoes with the complete situation from start to finish you may have a different feeling. As long as I can provide a viable service at a fair price to 99.9 percent of my clients, I am completely satisfied. Theres just a very small group of a few that one will never be able to satisfy and those you need to let go and show the door.
Posted by S-Jack, 03-22-2014, 08:51 AM
I hope you're okay and don't run into this issue at your new host! They shouldn't of acted like that
Posted by wolvyreen, 03-22-2014, 08:57 AM
Uhhh...Yah! this response just doesn't cut it for me! I am a reseller host myself who has plenty of difficult customers and I have NEVER dealt with a customer in the way you did! I'm sorry... wait...actually I'm not! I feel your behavior towards this client was disgusting to say the least! Maybe this client gave you a hard time before this certain incident and you felt it warranted to treat this customer badly this time around because you felt grieved from the previous incident but personally, that's just unprofessional because out of ALL your clients, you might have a few difficult ones and that's normal! It's par for the course my friend! You need to handle them sternly but politely. All I can see in this certain instance is that the client was perfectly polite and kind and you treated her...well...terribly! You don't deserve to have her as a client...not from where I'm sitting. If you can prove that this client treated you badly in this incident, please post the proof here but if not, then I would say you owe her her money back REGARDLESS of the TOS and you owe her a HUGE apology!
Posted by Theseeker, 03-22-2014, 10:15 AM
Jixhost advertises in signature 24/7/365 Help desk. Zulah had what appeared as one or two host configuration problems; temporary link not working and unable to login with Thunderbird which she used many times prior. These are common glitches on new accounts at new hosts. Her email and tickets were very polite and professional. The response from the tech was outrageous. It was clear from the response he did not really read her question or answer it. Which is OK, it happens, reply or open another ticket. What is not OK is for technical support to state you do not pay enough to get support when she was paying exactly what Jixhost asked for her plan. You do not get to be snippy about simple questions unless you are selling unsupported hosting or a self-managed VPS. That the owner of Jixhost did not say in his response that his techs response was out of line takes him off my short list of vendors this year. They were on it after lurking around here the past couple of years and now using a couple of other regular posters companies successfully.
Posted by noobs, 03-22-2014, 11:04 AM
I think many has been eagerly waiting for you to show the evidences for this claim. Since you have no issue trampling the customer's privacy by exposing her domain as an preemptive attack on her character, I doubt you have any issue showing the evidences of her bad conducts either. Since you have yet to show anyone anything, I seriously suspect that such evidences actually doesn't exist.
Posted by chillipc, 03-22-2014, 11:50 AM
JixHost, I am no taking sides but can you admit that possibly the wording of the ticket was a little rude, yes we always have those few clients that can be a pain, but if you had that feeling that you mentioned from the start, professional conduct you should have said "Sorry but I don't think we are the host for you" and offer the refund partial or full, gets you a bit of PR, and possibly customer would have gone away thinking "fair enough they could not help me but where polite and offered a refund".
Posted by Atlanical-Mike, 03-22-2014, 11:53 AM
With respect, you should always act professional to clients whether they or you are in the wrong. It looks bad on yourself and your company. What gets me the most is you posted a thread about them here... if it was fraud, I'd respect you doing it as it stops others getting screwed. Having worked in retail and in customer service roles in my career (working in a shop and in a hotel) customers come first and politeness is always a must. I know it's your company and you run it how you want but you handled it very childish. Travelodge over book, not the customer's fault, I had a angry customer at 12am and I had to stay calm whilst they shouted at me, I couldn't find another hotel nearby except holiday inn. The customer was happy paid £25 and got a £100+ room. You could have stated that you don't support it however you'll help them as much as you could. It makes rhe customer feel appreciated and it's not hard to direct them to the answer.
Posted by JixHost, 03-22-2014, 01:49 PM
I still believe that the op should have posted all email communications between us, but she chose not to for one reason or another. Im not allowed to post emails publically, I am only allowed to post their domain since the whois ns public info. I believe when someone threatens "digital extortion" one should not succumb to it. I have no regrets in showing this client to the door and like any business in the United States, having the right to refuse future services. I deal with difficult clients and find satisfaction when they become satified, however we all have limits and if I dont draw the line here, it will never be drawn.
Posted by AcclaimedHost Alan, 03-22-2014, 01:53 PM
Can you elaborate without releasing logs?
Posted by noobs, 03-22-2014, 02:55 PM
Wow! That's a potential libelous claim. I seriously hope you were not referring to this part of the log:
Posted by bear, 03-22-2014, 03:07 PM
Pretty sure he is, based on that earlier post. Matches up with the ticket info pretty neatly, but I see no threat at all in that. It was a statement, not a demand with "or else" in it anywhere.
Posted by Zulah, 03-22-2014, 03:08 PM
You know, you are really starting to tick me off, now. The only emails I didn't post were the ones where I was asking questions about your service. I am going to post everything now, from the very first communication to the very last trouble ticket. I do not believe I was in *any* way being difficult or rude. If you continue to lie and defame my character by stating I "extorted" you in any way, I will seek further action. I didn't extort anything. After your incredibly rude behavior, I stated that I wanted my account cancelled and that I was coming here to post a review of your services. Isn't that what this forum is for? So no, you didn't even "show me the door". I asked to terminate my services with you. Yet another lie. So, for all of you who want every single tiny bit of information, this is it. If he claims there is anything else, he needs to post it and prove it. (He can't, because this is everything!) -------- Original message -------- From: Tori Date: 03/18/2014 6:37 PM (GMT-05:00) To: JixHost Subject: Reseller Hosting I had a few questions regarding your reseller hosting. Specifically, what does "unmetered" disk space and bandwidth really mean? Also, are you part of the EIG group? I've been with another hosting company since 2006, but we are no longer happy with their service. Would appreciate it if someone could get back to me. Thanks! =================================================================================== This email message was sent by the website visitor while all operators were offline =================================================================== RE: Reseller Hosting JixHost, Inc. info@jixhost.com Mar 18 (4 days ago) to me Hello, Unmetered means unlimited we are certainly not affiliated with eig Please let me know if there is anything else I can help you with. =================================================================== Tori Mar 18 (4 days ago) to JixHost, Inc. Thank you so much for your quick response! Basically, my husband and I each have our own websites, as well as we host for a few family and friends through the current reseller we are using. We really don't use much as far as bandwidth and disk space, but I just wanted to make sure that unmetered meant unlimited. I don't think we would ever need anything that large anyway, but it would be nice to not to have to worry about it at all. Do you have any examples of websites that are currently hosted with you? Also, does your reseller package include WHM, cPanel, Fantastico (with Wordpress), etc.? We are very interested in possibly moving over to your services, so I appreciate the help and the information. =================================================================== JixHost, Inc. Mar 18 (4 days ago) to me Hello Tori, Yes, whm and cpanel are included. We also include softaculous premium which is more complete then fantastico. We do also give you fantastico. =================================================================== Tori Mar 18 (4 days ago) to JixHost, Inc. Thank you, that sounds good. I will show this to my husband then. I have been searching for a few days for a new host, and happened across some comments made by your company in the webhostingtalk.com forum, and looked up your website. Now, I realize that unlimited isn't truly unlimited, so would you mind telling me what your TOS says as far as maximum use? Right now we currently have 50GB disk space and 500GB bandwidth. I am assuming we would have at least that amount? (Again, we haven't ever used that much, just trying to cover all my bases.) =================================================================== JixHost, Inc. Mar 18 (4 days ago) to me Even if you double your usage with us you'll have no problems. =================================================================== Tori Mar 18 (4 days ago) to JixHost, Inc. Thank you for your help so far. I have signed up for a reseller account, but unfortunately I am running into a problem already. I can get to my WHM, as well as my cPanel. However, I cannot access the site via the temporary URL I was sent. (url link here) Even when trying to click that link from inside the WHM, it sends me to a 404 page that says: "404 Not Found The server can not find the requested page: (url link here) Please forward this error screen to (ip here)'s WebMaster. " Can you give me any insight? I've never had a site that I couldn't see via the temporary URL until things propagated. =================================================================== JixHost, Inc. Mar 18 (4 days ago) to me Ive now enabled the temp ip links for you. =================================================================== Tori Mar 18 (4 days ago) to JixHost, Inc. Sorry, but I'm still getting the same 404 error. I've tried it in 3 different browsers so far; Firefox, Safari, and IE. =================================================================== JixHost, Inc. Mar 18 (4 days ago) to me It can take an hour to take effect. =================================================================== Tori Mar 18 (4 days ago) to JixHost, Inc. Ah, ok. Thank you! Lastly, if I have any other questions, do I continue to email you, or should I start a support ticket? =================================================================== JixHost, Inc. Mar 18 (4 days ago) to me Id recommend using the support ticketing as emails may get mis-routed. =================================================================== After this, all communication was through the trouble tickets, which are attached. I submitted the URL ticket first, then the other, which ended with me canceling my service and posting my original review. Attached Files JixHost_SupportResponses.pdf (188.2 KB, 15 views) JixHost_SupportResponse_URL.pdf (169.8 KB, 11 views)
Posted by GreatValueHost, 03-22-2014, 03:16 PM
I believe JixHost should of given you a better respond whether you or them was wrong nor whether your a client or not. Respect is one of the thing I look for. If they couldn't work things out with you they should of just simply offer you a refund with a explanation why and be done with it instead of talking/arguing back with the clients.
Posted by Jutt, 03-22-2014, 03:54 PM
I have read full thread and unable to find anything related to "digital extortion". If you are unable to fulfill their requirements, simply mention that in ticket politely instead of that kind of ******** you did in your ticket. You are 41, way more senior in age than most of us specially me. Running your business since 5 years respectively. But still you are unable to learn the manners of customer care. As a company we all face bad or offensive or rude clients but we never replied rudely to clients. OP deserves a sincere Apology from you.
Posted by Jutt, 03-22-2014, 03:56 PM
Title of this Thread should be as, "Incredibly Rude Customer Service by JixHost" instead.
Posted by Zulah, 03-22-2014, 04:09 PM
It was to begin with, but JixHost started another thread with my domain name in the title to flame me, and the moderators merged the threads and removed both of our names.
Posted by Server Management, 03-22-2014, 06:24 PM
They did the same to me many years back too.
Posted by Zulah, 03-22-2014, 07:05 PM
Sorry to hear that!
Posted by Zulah, 03-22-2014, 07:23 PM
I can understand what you are saying here, but if you do a web search, you will find many more unhappy customers (some have even posted here on WHT) and bad reviews that state much of the same types of things that I have. Now, I realize that it's harder to believe a "newcomer" to the boards over someone who has been here for years, but truly, I have nothing to gain by any of this. I just wanted to post a review of my personal experience with this host, to give a heads up to anyone who may come here to research them. We have been with another host for the past 8 years. Hardly ever had an issue, and when we did, it was handled quickly and politely. Sadly, since they sold out to EIG, our sites are loading much more slowly and we are having our emails time out; that is why I decided to start looking for another host and this little debacle began.
Posted by HostNurse, 03-22-2014, 08:30 PM
Honestly, if a line needs to be really drawn, it can be drawn in many other ways.
Posted by Dave_Z, 03-22-2014, 08:44 PM
Looks like you got your wish: If anything, everyone has their own interpretation. Disagreeing with one's interpretation happens, albeit that probably caused this thread to occur. Not looking good, to say the least. Personally, JixHost, I agree with the idea that one ought to treat his/her customers with respect even if the latter (seemingly) doesn't. Your (personnel's) response may express the feeling that time, but that rather diverted the OP's focus to something else -- shall we say -- unpleasant. At any rate, it's your business as mentioned earlier. Wholeheartedly agree, and that's probably one of the challenges all of us face every other day.
Posted by xgenHosting, 03-23-2014, 02:26 AM
JixHost after reading all of the arguments and responses and counter arguments, I just have this one lingering question I seriously need to ask you guys. I won't take sides or even comment on the type of customer service, who is at fault and what not, for I believe the rest of the members have made it very clear. I am new to selling hosting service, havent been doing it for more than 2 years and so i guess i am just a noob but I really don't understand why or how is enabling POP or IMAP a security issue? Does none of your other client in the shared hosting server use POP/IMAP. If you are worried about security why not enable the secured POP/IMAP Ports, 995 and 993 respectively. I have been using Mozilla Thunderbird too and I know that it does support communication through those ports. I am sorry if I am sounding stupid, but I will humbly beg you to let me know what the security issue is, for you see I have them enabled on my servers and would thus need to shut those services if they are security holes. You guys(@JixHost) been in business for so many years would know it better. Please help me out guys, I am a new host don't have a lot of capital and really don't want to expose my servers to a security breach by enabling POP/IMAP services. So once again I will humbly beg you guys to let me know what the security issues are.
Posted by Silvatech, 03-23-2014, 04:05 AM
First off sorry you had issues, but there are a lot of good hosts you can find here on WHT. One big rule I personally believe in over the years. Anyone offering unlimited space on their shared hosting packages you need to not walk , but run away from. Anyone offer numbers that just don't add up to you carefully check what the competition is doing and if it is just way off. If it is way off then run away from that to. Once again sorry to hear about your experience & I hope you find a good host. I read all the emails and I don't understand the complaint at all from your host. I totally understand your complaint.
Posted by xgenHosting, 03-23-2014, 04:40 AM
Did you understand the security issue that JixHost is talking about? Can someone please shed some light on to that?
Posted by bear, 03-23-2014, 07:30 AM
It's not about POP/IMAP; the security issue they claimed was about allowing the temporary URL to access the site (IP/~accountname). http://docs.cpanel.net/twiki/bin/vie...weakModuserdir In the ticket quotes, the tech said it was a security issue, but also said he'd enabled it...and refused to assist this customer in configuring their email program to access POP/IMAP. It's a *very* common request for new accounts.
Posted by JixHost, 03-23-2014, 07:39 AM
Hello Xgen, It's noting to do with the email ports as those certainly need to be open as most clients will use them, it's to do with moduserdir tweak which disables ip access to any ones account. I agree with cPanel that it's good practice to generally leave disabled by default but I'll open it upon request if a client needs it. http://docs.cpanel.net/twiki/bin/vie...weakModuserdir Whats written in the link by cPanel -> "We strongly recommend that you restrict this access for most of your users"
Posted by Mike Very Old Geezer, 03-23-2014, 07:53 AM
James, I expect you would agree that being a member of WHT with over 1000 posts, does not guarantee good people skills, or a caring customer service ethos. Neither have been demonstrated by JixHost.
Posted by Mike Very Old Geezer, 03-23-2014, 07:54 AM
10 on that
Posted by Mike Very Old Geezer, 03-23-2014, 08:08 AM
Still trying to defend and justify your appalling display of arrogance and discourtesy? Why don't you display a modicum of humility here and admit that you made a serious blunder? And then, you lied through your teeth in an pathetic and dishonest attempt to repair the self-imposed damage to your credibility. If you want to stay in business, you really need to re-evaluate your customer service strategy. While you're at it, sign-up to your nearest good-manners school and learn how to get the best out of people. People management you have none.
Posted by JixHost, 03-23-2014, 08:42 AM
Look whos talking Mike. You don't know me and look what you just wrote. Add to that, any client that tells you they are going to post in the forums is digital extortion. So before you call someone a liar, pay attention to whats written by both parties. Last edited by JixHost; 03-23-2014 at 08:52 AM.
Posted by Mike Very Old Geezer, 03-23-2014, 09:04 AM
The finger of suspicion points to you sir, not me. Correct me if I am wrong (you will anyway), you opened a thread actually flaming the OP. Then, we saw the contents of your conversation with the OP and our eyes were opened to your disgraceful behavior. You are not fooling anyone here. You are not sufficiently bright to apply subterfuge so don't attempt it.
Posted by ursa-musculus, 03-23-2014, 09:12 AM
Absolutely I'd agree Mike, yes. That remark was only made to add perspective to the person who had said JixHost was probably run by a teenager. That clearly cannot be so. I prefaced the comment by making very clear I was not in any way implying that their handling of this was OK. From what we've seen so far: It isn't. Last edited by ursa-musculus; 03-23-2014 at 09:18 AM.
Posted by ursa-musculus, 03-23-2014, 09:19 AM
Wait a moment - is this it? The sum total of what makes them such an outrageous client is that they said they would post a review on WHT? If that's the definition of "bad client", would you therefore say that the definition of "bad host" is one who posts a review on a client on WHT?
Posted by NameVictor, 03-23-2014, 09:30 AM
I agree. A professional host would never post a review of a customer (whether current, or an ex-customer). It is just not the right thing to do, and makes the company look bad. I have read this entire thread, and I see nothing that justifies the hosts attitude. I wish the OP all the best with her new host.
Posted by xgenHosting, 03-23-2014, 09:36 AM
Ah now I get it thanks @bear and thanks @JixHost, but now that one of the question is answered it led me to another. I read up on the documentation by cpanel and I see that the only issue of having it left on and enabling ip access is that, according to Cpanel it would allow your clients to bypass bandwidth limitations right? If my understanding here is correct then I guess it shouldn't have matted you guys anyways since I read up some where above in the thread in an email conversation between you and the client that the bandwidth is un-metered? Anyways that's just what I could understand, and ppl do tone it down a little? What's done has been done trying to publicly thrash or harass the client or the host won't really help anyone. Could we maybe lock this thread and let things settle down?
Posted by JixHost, 03-23-2014, 09:41 AM
Quoted from Mike Very Old Geezer -> I did open a thread regarding my experience with the OP (everyone knows this already) and I have the right to do this as the OP has the right to post their experience with us. I still notice you did not address or ignoring the issue about the OP digitally extorting us. -> Some vendors will sugar coat everything to clients, I prefer a more direct and honest approach to clients (good and bad), it's worked well for us over the last 6 years and clients will either love us or hate us for it. Trying to be political and please everyone does not work. In my personal life, I prefer to deal with someone direct and in my face, good or bad then an apologetic person that kisses my ass all the time. -> I'm not offended by your name calling "liar", "sufficiently bright", etc. as I'm considering the source. -> Unrelated to the post. I don't believe being like "everybody else" is the answer in life or business. It's just my own personal opinion and my experiences that lead me to do things a particular way. If I offended anyone in this thread, with the exception of the OP, I'm sorry. Last edited by JixHost; 03-23-2014 at 09:53 AM.
Posted by ursa-musculus, 03-23-2014, 09:48 AM
Sorry, I'm still unclear what precisely the OP did that was so wrong such that they have become the one person you would not apologise to. You've insinuated a few things in the thread, with general headings like "extortion", but you still haven't explained clearly what it is that made them such an unforgivably bad client, and uniquely so out of your experience.
Posted by thedediguy, 03-23-2014, 10:00 AM
And this is why my anger fuels regular, hosts who clearly from what I have read do not care for their clients, yet hosts work their butts off and provide solid, fast support and go out of their way to help, the ticket was not even read correctly, typical of outsourced support or language barriers. It is a sad shame, and glad you got moved, some people need a kick in the ass, they put the food on your table and he was pretty darn nice, compared to customers telling you to f**k off Jixhost you should be ashamed and hide in a corner.
Posted by thedediguy, 03-23-2014, 10:05 AM
Who are you sharing your account with? Cause your whole language / posting style has changed from not so fluent, to solidly fluent. And walking in your shoes? Meh you work with the public, understand not everyone is the same, this client hardly looks trouble compared to some. I ain't beating around the bush, your attitude sucks and this walking in my shoes BS is just a pathetic excuse, if you do not have the skills to look after clients and deal with all walks of life, then find a new day job.
Posted by JixHost, 03-23-2014, 10:13 AM
In the United States, companies have the right to refuse service (unless it's due to race, etc). Examples would be restaurants having signs that say "we have the right to refuse service" or what Sprint PCS did a few years ago by sending 1000 letters to 1000 clients they no longer wanted to do business with. -> http://online.wsj.com/news/articles/...76389957059668 It's a level playing field and very fair for everyone, clients have the right to choose their providers and providers have the right to choose their clients.
Posted by thedediguy, 03-23-2014, 10:13 AM
Wow they did? Seriously this geezer is 41, why would a host do this what a waste of energy and just a childish game. A right? Since when? Most people do not, but you did not even read the ticket correctly, outlook? Did you not see thunderbird wrote out in plain text? Shocking, utterly shocking that people can act like this, always remember they feed you, that nice porridge ya'll got in the morning, that's because of those clients paying you $$$
Posted by thedediguy, 03-23-2014, 10:15 AM
What has that got to do with a kettle of fish?
Posted by xgenHosting, 03-23-2014, 10:16 AM
Ah this whole thing is kind of funny now. From all that I could understand this is how things must have been Client wants temp url enabled Host is reluctant as that would let the client bypass bandwidth monitoring- But the client was already on an un-metered bandwidth plan, not sure how not being able to monitor the bandwidth would be an issue. Host enables temp url Client isn't able to setup POP3 email client Host looses their cool and we got ourselves a soap opera New to this hosting business but didn't expect to have my dose of daily drama on reputed forums like WHT. It's funny though do carry on I am kind of free for now let me get my popcorn bucket
Posted by thedediguy, 03-23-2014, 10:19 AM
Go get it, it's quite regular for a great show on here, I am massively overweight with the amount of popcorn I have to sit and eat
Posted by NetworkPanda, 03-23-2014, 10:22 AM
Temporary URLs do not only allow to bypass bandwidth monitoring, this is the least. Other more serious malicious things can be done. Let's say for example that you are on a host and you have the domain www.mylegitimatedomain.com Another user on this server has the username johndoe With temporary URLs enabled on the server joshndoe could use www.mylegitimatedomain.com/~johndoe to serve his content. Yes, he will be able to serve his content from your domain. So if he hosts a phishing/scam/whatever site he could use your domain and it will appear to anyone that your site is phishing. This is why temporary URLs should be always disabled. Last edited by NetworkPanda; 03-23-2014 at 10:26 AM.
Posted by Syed_Mohsin, 03-23-2014, 10:25 AM
This hosting is really on a wrong line :/ Best of luck to get rid of them
Posted by xgenHosting, 03-23-2014, 10:29 AM
Thanks for that, all I did was read the documentation by cPanel didn't know about it. We use a control panel built in house so don't really know much about the security loop holes in cPanel Last edited by xgenHosting; 03-23-2014 at 10:36 AM. Reason: stupid spelling mistake
Posted by ursa-musculus, 03-23-2014, 10:29 AM
Right, but we're taking about enabling it for "nobody" here, with a domain that hadn't yet propagated. Besides, the host had chosen to include the temp url the "new account details" email, so should make sure that feature is enabled for that account.
Posted by xgenHosting, 03-23-2014, 10:33 AM
Yep got my popcorn bucket .... On with the show
Posted by NetworkPanda, 03-23-2014, 10:34 AM
The abuse can be done with any domain or IP address on this server. Not with the new customer's domain. We all know now that Zulah is a good user and would not do such things, but before somebody becomes your customer and know him well, you don't now his intentions.
Posted by Mike Very Old Geezer, 03-23-2014, 10:40 AM
100 for that
Posted by Mike Very Old Geezer, 03-23-2014, 10:51 AM
Yes, it is very shabby; but frankly, looking at the plethora of negative reviews of this host on WHT, and how he wriggles and squirms when he is criticized, I am not really surprised. Very few positive one's exist. He will never apologize, because he is not capable of seeing the wrong in himself. JixHost, its time to sit in the Naughty Corner until you learn better manners.
Posted by Mike Very Old Geezer, 03-23-2014, 10:55 AM
Why should it be locked? Have you not heard of free-speech? Or is there perhaps an embarrassment lurking
Posted by JixHost, 03-23-2014, 10:56 AM
If you are actually paying attention to this thread, rather then making instigating remarks you will see that I had apologized to everyone on this thread earlier, except the op.
Posted by Mike Very Old Geezer, 03-23-2014, 10:57 AM
Perhaps we should commence charging you for the premium entertainment here
Posted by NetworkPanda, 03-23-2014, 11:00 AM
This has nothing to do with cPanel, it is not a cPanel security hole. mod_userdir/temporary URLs is an Apache feature/module (can be used on non-cPanel servers too) that should be used only on trusted environments where you trust all users, or you manage yourself the content of all accounts. It isn't to be enabled on shared environments where random users register and you don't know what they are going to upload and do on the server.
Posted by xgenHosting, 03-23-2014, 11:04 AM
Now, you could do that but then you guys will have to pay entertainment taxes
Posted by xgenHosting, 03-23-2014, 11:08 AM
Hey, how would I be embarrassed? I would never even have know about JixHost if not for this thread. It's just that I feel sorry for them, first they loose a client, then they make a mess of it, now everyone got a bad image about them and now fellow hosting are thrashing them around. This is a PR nightmare, and I am just being humane and thus wanted it to be locked and let the host get a break, the client has moved on anyways. Not like we will be able to get anything positive out of it. The host has made it quite clear that from point of view it is the client who is at fault and they are never going to apologize to the OP. We can't bully the host into understanding the flawed nature of their outlook into things, can we? And I think we have tried hard enough and should just let them be, an outlook like this is sure to make them let loose clients. It is not like I agree with their way of handling things or outlook but hey look into the bright side. We are all hosts in here and a loss of customer from one would mean business for another. Last edited by xgenHosting; 03-23-2014 at 11:14 AM.
Posted by xgenHosting, 03-23-2014, 11:10 AM
I should have been more specific, sorry for misleading what I really wanted to say was "don't provide temporary URL" but in the excitement that all this drama has heaped on me ended up making me say completely stupid. My bad Last edited by xgenHosting; 03-23-2014 at 11:15 AM.
Posted by Mike Very Old Geezer, 03-23-2014, 11:10 AM
Apologizing to the membership of a forum doesn't get it done. You were offensive to the extreme to the OP, and it is to her that your apologies should be directed, not to WHT. Nevertheless, any such apology would, I suspect, be just posturing, and lack substance. Your business depends on your customer service. Put your customers first before your ego, and you will flourish. Ignore that fact and you will no doubt receive more satisfied clients. Admit that you are wrong=Kudos to you
Posted by DWS2006, 03-23-2014, 11:12 AM
Both examples above prove the OP's point more than yours. Yes, you can choose not to have a client, in this instance the user didn't even want to be a client anyway. However, until you can show an example of a business severing ties with a client AND treating the said client like the devil incarnate while publicly engaging in libelous defamation, you can't really use the example. For example Sprint never blasted customers on a personal level in an attempt to stop them from getting service elsewhere. What was gained by the libelous thread? I'm not attacking you or your business, it just seems like you're not directly addressing (intentionally or otherwise) the points made by the OP and other members. Much like your support tech seemed to ignore the POP/IMAP issue that was at the root of the clients problem. No one here is saying it was wrong of you to terminate your business relationship with this client. Last edited by DWS2006; 03-23-2014 at 11:20 AM.
Posted by F9000, 03-23-2014, 11:14 AM
According to the byline, they have 65,000 clients. One more customer, one less. No big thing I guess. Makes one wonder.
Posted by JixHost, 03-23-2014, 11:20 AM
So if I open a new host and call it kissasshost and basically focus on doing just that, it will be wildly successful? You're a genius Mike, you must run a large and successful host? eh, I don't feel apologetic to the op... I just can't ******** it to look good here for you.
Posted by bear, 03-23-2014, 11:23 AM
Since the OP has moved on, the former host is unwilling to be swayed by public comment, and it's moved on to name calling and insults, we're closing this. If the OP has anything to add, they can ask us at the helpdesk. http://helpdesk.webhostingtalk.com/