GoFuckYourself.com - Adult Webmaster Forum - View Single Post - llet's say you sign up for a new dedicated server

prodiac · 09-14-2004, 02:25 PM

Lets build a timeline here ....

11:25am PST Monday, September 6th (Holiday) your order came in for Dedicated Server. Our website (http://www.splitinfinity.com/services/dedicated.php) states that dedicated servers will be setup within 24-48 hours, Max. When you signed up, an email was sent to you with signup confirmation, listing how much you paid, what you paid for, everything .. and also stated again, 24-48 hours you will have your info.

11:55am PST Monday, September 6th, shortly after your order -- you emailed Chris Jester directly, asking a few questions about the account you signed up for. Namely, you asked a questions about the Zend Performance Suite, Additional RAM, Backup Services, how to contact technical support, and a few other questions.

1:37pm PST Monday, September 6th, Chris Jester replied to your email answering all your questions, including providing you with the email address for our tech support ticket system, an offer to give you the additional RAM at no extra charge, and his cell phone number.

1:17pm PST Wed, September 8th, I personally completed configuration of your server, change your account status from Pending to Active, and sent you a welcome email which included all the log in information.

6:51pm PST Monday, September 13th, You sent an email which cc'd [email protected], that was addressed to Chris Jester. It was quoting 2 other emails you sent directly to him on Sep 10th, and Sep 11th (Friday and Saturday), that you had not received replies to.

The emails on the 10th and 11th of September to Chris Jester directly were not responded to immediately, because he was out of town from Friday through Sunday. We never once received any contact from you at our office, for tech support, or sales ... Nor did you ever send any emails to the tech support address that Chris Jester provided you with the first day. It wasn't until you CC'd the address that your signup confirmation was sent from ([email protected]) that we received any contact from you.

We sent you the log in information for your server, and answered all questions that you had, within the time frame we promised.

Now, without ever trying to contact us by phone to let us know you have not received any response from us, you have requested a refund, for services we provided to you... How were we supposed to know that you never received our emails? We made a promise to have the server within 48 hours, and we delivered. If we can't deliver, we will keep in contact with the customer to let them know that ..

Where were we wrong?

09-14-2004, 02:25 PM
prodiac Confirmed User Industry Role: Join Date: Sep 2003 Location: amerinoc.com Posts: 419	Lets build a timeline here .... 11:25am PST Monday, September 6th (Holiday) your order came in for Dedicated Server. Our website (http://www.splitinfinity.com/services/dedicated.php) states that dedicated servers will be setup within 24-48 hours, Max. When you signed up, an email was sent to you with signup confirmation, listing how much you paid, what you paid for, everything .. and also stated again, 24-48 hours you will have your info. 11:55am PST Monday, September 6th, shortly after your order -- you emailed Chris Jester directly, asking a few questions about the account you signed up for. Namely, you asked a questions about the Zend Performance Suite, Additional RAM, Backup Services, how to contact technical support, and a few other questions. 1:37pm PST Monday, September 6th, Chris Jester replied to your email answering all your questions, including providing you with the email address for our tech support ticket system, an offer to give you the additional RAM at no extra charge, and his cell phone number. 1:17pm PST Wed, September 8th, I personally completed configuration of your server, change your account status from Pending to Active, and sent you a welcome email which included all the log in information. 6:51pm PST Monday, September 13th, You sent an email which cc'd [email protected], that was addressed to Chris Jester. It was quoting 2 other emails you sent directly to him on Sep 10th, and Sep 11th (Friday and Saturday), that you had not received replies to. The emails on the 10th and 11th of September to Chris Jester directly were not responded to immediately, because he was out of town from Friday through Sunday. We never once received any contact from you at our office, for tech support, or sales ... Nor did you ever send any emails to the tech support address that Chris Jester provided you with the first day. It wasn't until you CC'd the address that your signup confirmation was sent from ([email protected]) that we received any contact from you. We sent you the log in information for your server, and answered all questions that you had, within the time frame we promised. Now, without ever trying to contact us by phone to let us know you have not received any response from us, you have requested a refund, for services we provided to you... How were we supposed to know that you never received our emails? We made a promise to have the server within 48 hours, and we delivered. If we can't deliver, we will keep in contact with the customer to let them know that .. Where were we wrong?