Worst Customer Service of My Life, Part 6 of Many


Wednesday, 21 September 2005 at 5:00 am Pacific USA Time.

On Sept 11th, HostCentric emailed me to remind me that payment for one of my accounts would be due on Oct 2nd. There were many interesting things about this email.

  1. The account for which they wanted to charge me was never migrated from the old HostCentric. I had received an email that the account, which only had a few test web pages up so far, didn’t meet their standards or they didn’t get enough details from the "old platform" to move it. So unless I did something, that account was going to be cancelled at the end of August. I let it be cancelled. When I log into my HostCentric control panel, the account for which they wanted to bill me today isn’t even there.
  2. I’ve completely cancelled all of my accounts with these people. I have NO accounts with them.
  3. I have a $224 credit with them. If you think I owe you money, why are you trying to charge my card AGAIN? Why wouldn’t you just tell me that I owe you $2, but you’ll put it against the $224 credit in the system? I’m wondering if this credit only exists in the emails I got referencing it.

It truly is a strange universe. I’m not sure why these people can’t get their act together.

I will say that I did get SOME good customer service. Fat Cow’s website indicates an Albuquerque office. The ONLY staff I’ve dealt with who were REAL customer service people (they cared, they tried, they understood, they acted, they got things done) were in that office. I’m not sure what’s going on in Massachusetts or with techies in Canada as those people responded to the same trouble tickets as the people in Albuquerque did. I’m sure I’ll figure it out at some point since I’ve gotten THIS far in my detective work.

But my hat’s off to the two good eggs who happened to be in Albuquerque. Thank you, unnammed Fat Cow employees. Out of the entire organisation, including upper management, you guys were the best. You know who you are, and I bet upper management knows who you are. I just hope they appreciate you because I surely do.


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Categories: That's Bad Marketing

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