Is ePassporte hiring only blind people? (drama; sig-whores line up!)
 

Alright... let me first explain that I am not a drama king... I have done a lot of effort to get this settled outside the boards. In fact I even gave it some days full of extra thoughts if I would do this posting on GFY. However it looks very much like support people at ePassporte don't read my messages or - even worse - just ignore me (great way to give support, don't ya think?), so I see no other way. Here we go...

So what is this all about? In short, it's about a dispute on which I don't get an answer of approval or denial. And no I am not impatient according to me. More about that below. And no, it's not for a charge back for a couple of tenners. In fact, if that was the case I wouldn't even file the dispute, I would see it as a loss, knowing where NOT to do business anymore and go on with my life.

What happened before I filed the dispute? Long story, short version. I had ordered some dedicated servers and paid trough my ePass. However, port 80 wasn't working anymore on ALL machines from my 3rd day of usage. No, I didn't fuck up myself. In fact while it happened I was moving to another city and not even online and able to fuck things up. Anyway, we all know how important port 80 is, when you want to have your websites online, right? So I requested support from the hosting company, but they fucked up even more in the end and... port 80 still wasn't working. Not even after almost a month having the servers online. Why not? Because "this problem was out of reach for the support department" (amazing statement). Fine, so I asked for a refund. First response from them "We'll see what we can do for you". Then many days of silence and I mail them once again about the case. Suddenly they tell me "We don't want to supply a refund because we have done everything in our effort to solve the problem". Huh?? Leaving you customer helpless without working servers is their definition of "done everything in our effort to solve the problem"? Perect company to leave, I think. So I did. I felt screwed big time! (it's not only the server rent that got down the drain, but also a huge chunk of sponsor cash that I couldn't make of course)

Now since I still didn't agree to this whole shitty situation (who pays for servers that don't work properly for a whole month, right?), I felt right to file a dispute agains this hosting company.

I sent an internal mail to the dispute department within ePassporte how this case should be handled: no answer.

After some days, I sent a mail to Michael Olsen from ePassport:
yes, he responded and sent me a form that I had to fill in and fax back to ePassporte.

Fine, I filled it all in by hand and faxed the form on May 30 to them.

It remained silence from the side of ePassporte for the rest of the week. I thought "maybe my handwriting wasn't clear, let's make a 2nd version of the dispute with a more detailed story of what happend and just print it instead of making another handwritten version". This 2nd dispute version was sent out on June 6.

Again, it remained quiet. Now, I understand that I am surely not the only one to file a dispute, but taking weeks to solve this kind of issue... Anyway, I didn't have a good feeling about this case and I sent Michael Olsen once again a mail on June 11 if he could tell me if the dispute was received in good order and if he could tell me when it approximately would be processed. To be sure that we were talking about the same thing, I once again attached a copy of the dispute to the email. Since it was Sunday that I mailed, Michael responded that he only could check about this case on Monday (thumbs up for responding on Sunday, I wasn't expecting that) and that he would forward (once again) my dispute. Later that week, I still didn't have an answer from Michael regarding the waiting time for the dispute, so I sent him a reminder mail, to which I didn't get any reply anymore.

In my last effort - before going to GFY - this past Tuesday (6/20) I once again sent an internal mail to the dispute department of ePaspsporte with a kind request to inform me about the status of the dispute. Was it accepted? Denied? Or, if I still had to wait for an answer, how long is the approx waiting time to clear this case? Pretty normal questions according to me. You probably already guess what happend: no response.

Well... the hosting company already screwed me once. Now I get the very strong feeling that ePassporte is the second to screw me in this case!

Look... I don't mind to wait to get a dispute handled, but please explain clearly how the dispute process is handled. In fact, I could EVEN live with it if the case was denied for a valid legal reason, but PLEASE take a valued customer serious and RESPOND to a dispute or questions that I as a customer have about it. Giving the feeling of being ignored isn't a good way to keep your clients happy....

So there it is... May this posting lead to a good end of the story.
Thanks for reading. :thumbsup

Epass Drama? Did you try contacting Keyser Soze? He will help you solving your problem.

sig spot, I guess.....

Keyser, please get in here

What hosting company was it?

I second that.

Does it matter? It was a company that I was hosting with for 3+ years, untill their service went down the drain in the past 6 months. The non working ports 80 weren't the only shit happening with them over the past months...

Anyway... this story isn't about the hosting company. If I wanted drama about that then I would have started that somewhere in May. I just left there (and they didn't even mind), for me that was just end of story.

Sig spot. Reading now

Been there, done that, still waiting for a reply as you can read...

I would tell the name. Hell its may be worth it to others so that they can leave.

it matters because you could stop some of us from using them and save us the same headache you went through.. unless you could give a shit about anyone but yourself. If that's the case, fuck off.

Ok, then good luck solving your problem. :thumbsup

why should he have to contact keyser? keyser isnt the dispute department.

Alright... you convinced me :1orglaugh
Ev1servers

Dunno... since January this year it went down hill for me with them.

Isn't he the middle man for ALL ePass cases? I don't mind getting the final answer from him or anybody else at ePassporte. As long as I get an answer.

Lol, do you really think someone will read everything you wrote?

cliffnotes please

I just can't wait until someone comes up with something closer to Paypal, but that accepts paypal. I was hoping epass would be it, but I don't think so anymore...

I did hehe You would be amazed at the things you learn if you have the patience to read people's long posts. Of course, I read extremely fast, so that is a huge help :)

Sorry to hear about your problem, I LOVE My Epassporte:thumbsup

it's amazing that companies have no clue how to deal with customers... :(

good luck with solving the issue, eppoclappo.

http://www.allsexpix.com/liberty-gfy.jpg

:1orglaugh :1orglaugh :1orglaugh

baby mama drama

As long as somebody at ePassporte reads it and takes action, I'm happy.

I'm looking for the day that ePassporte gets serious competition in this section of the bizz. That usually improves business for both customers and companies because then they have a choice if one party fucks up.

Let me state clear that in general I surely loved my ePass over the past 2 years. It gave me possibilities that weren't available before, so if this "tiny issue" is solved properly I remain that satisfied customer. ;-)

Thanks, it seems I need it. Post #24 and still no sign from any ePass person.

we are starting to line up!!!

eppoclappo

I apologize for this, I received your emails and I dropped the ball on this.
I have forwarded your dispute to the person handling this and asked them to look into it as soon as possible.

Again I am sorry for the delay and I will do everything I can to get this solved as quickly as possible.

Michael

Thanks Michael! Can you define "as soon as possible"? A day, a week, a month? Because that's the whole issue in this story. I don't mind to wait, but please be clear what the (waiting) procedure is when someone filed a dispute. It's totally unclear.

And why would you keep this server online for close to a month if port 80 stopped working at day 3?

I would like to hear the other side of this story since all stories have X-number of sides (X being the number of different parties involved).

And, you should let us know who the company is so people can avoid them if you really believe they screwed up something on their end.

Good luck anyway.

You should hear from us within a couple of days, different disputes requires different action so its impossible to give an exact time frame.

Read post 14 dude. And again... I am not a drama king - I give people fair chances to solve a problem. Besides that I was moving to another town while this disaster happened. No Internet connection at home on day 1 in my hew spot and dealing with overseas customer service from a library computer isn't ideal, I can tell you. You smart ass probably then ask how did I know it was on the 3rd day that this happens? Because friends started calling me that they couldn't see my websites anymore. And when I got back up at home I could see my sales stats drop on that day to zero traffic with some sponsors.

Couple of days is fine.

For me case closed for now.

Sig whores please find another drama. :winkwink:

this was some good drama

I am I just a dumb fuck or what? Is Epassporte the hosting company or were they involved in anyway with your port 80 problem. As far as I can tell they had nothing to do with it. All they do is transfer $ from you to the hosting company and charge a fee along the way. Seems to me you are asking them to take on a responsibility that is clearly not theirs.

Your dispute as far as I can tell is with Ev1 the hosting company or whoever screwed port 80. They could epassporte your money back. You're asking Epassporte to be a court of law or arbitrator.

Taking it a step further, charges can be disputed and there can be a charge back. But you describe a situation of a disputed claim and thus a civil matter at law IMO (I am not an attorney). You failed to give exact dates of your complaint and request for charge back. So there is no way to determine if you met anything in the terms of service.

Add to it, the hosting company prolly got the funds and moved them safely into their bank account. Maybe a charge back would have been at Epassportes expense. Do you expect them to warranty everything you buy using their service?

If you would have claimed fraud (something you didn't order) for example, we'd have a different story. This looks to me like a dispute between you and the hosting company. My :2 cents:

Well I tried to edit that first sentence to make sense, but got stuck in the GFY wait thing and ran out of time. Wonder if I can get a refund :1orglaugh :1orglaugh

Anyway good luck with that hosting bill. I'd be pissed too.

I love Epassporte.

Long post toreadbut I beleive it.. If it wasn't for Kaizer Soze I would still be listeting to "we sent e-mail to "the person" in verification department" shit

sorry, late sig spot :1orglaugh

hmm, didn't you tell me this few months ago? ->


[14:55] Keyser Soze: We just changed our p2p dispute policy. The new policy is that eP will not get involved with dispute between two CHs. They have to solve it up between themselves. A p2p transaction is like a CASH transaction. "Buyer/Seller be aware"


Am I reading this wrong, or does it look like it's possible to file a dispute after all?

The "this problem was out of reach for the support department" statement sounds absolutely appropiate coming from EV1. EV1 is NOT a managed hosting provider, any issues pertaining to your software are your responsibility, if you can't do it then you need to hire a server admin or go to another company that offers a more inclusive service. Based on what you've stated EV1 hasn't done anything wrong here. Good luck with your claim.

:2 cents:

Yes thats what I told you and its correct when its a p2p dispute.
In this case its a dispute where the virtual card were used.

I know what you're talking about, but they DO offer servers with Plesk, Cpanel, etcetera installed on it that should be working fine according to me if I don't touch a single thing. So if then suddenly port 80 stops working - remind you, I didn't have access to the server on the day it happened - and I notify support about it and they can't manage to have it repaired (mind you I paid for servers PLUS Plesk), not even after a full re-install of Plesk, then I really start having my doubts about the quality of the server parc and the support employees.

And about the dispute in general. Let's look at an example from the off-line world. Say, I buy an iPod at a local electronics store with my credit card. After 3 days it stops working although I didn't do any crazy things with it. I go back to the store, where an employee presses some buttons on the device and then says "well, I have done everything in my power to get the thing working, but sorry it's still broken... have fun with this overprized piece of plastic. It's beyond my level of support to help you any further and no you don't get your money back.". According to me, my common credit card company then has some kind of insurance policy in these kind of cases to still get my money back and I wouldn't be surprised if that electronic store also got a flaming letter from the credit card company about their lack of service...

Anyway, the drama wasn't mainly about the fact if the dispute is correct or not. It was about the fact that I wasn't informed at all if I was right or wrong. Any answer from ePass if better instead of no answer at all.

As far as the actual refund its a tough call. But what I really wanted to say was if you want to get a response in todays world you have to follow up everyday.

If you submit one inquiry dont wait a week to followup. Contact them the next day and then the day after.

I've been a member with ePassporte for a couple years now and it takes me anywhere from 4 - 8 emails to get something resolved.

Ultimately you can't give up, just follow up each day and you'll get what you need.

And this doesn't only apply to ePassporte, any company where you submit something that doesn't do it for your right away - just keep following up, it'll show them that you mean business. I know some people will say hey its their responsibility to take care of the customer, and while that is true, I think its your responsibility to get a resolution to your problem ASAP, so the only thing that you can / should do is follow up constantly and remind them that some people wont leave them alone for 2 weeks so get your act straight and resolve the issue.

You comparation with the ipod doesn't quite fit.
What about if someone stoles your ipod ? do you go to the shop and get another one back ?
Ev1 provided the servers in a working state. No matter if you didn't touch the servers, maybe someone else did ?, they have no responsability after that.
You should thank them that they bothered to login to your server and didn't charged you for it.

People... case closed. And I am satisfied with the result in the end.

ePassporte: :thumbsup

Since this thread wasn't set-up to discuss my former server problems, I don't feel like going into detail about it and make (another) drama about that. That's a case between EV1, ePassporte and me.

Back to work on this side. I have to repair dozens of domains because of this past server disaster. Do you hear me whine about that? No! I better put my energy into coming back even stronger as ever before!

Oh... and darksoul... great input on how you obviously would treat your valued customers... I am happy that I am not hosting my new servers within your shop.

Cheers ev'rybody!
:drinkup

gfy is definitelly epass support forum... :1orglaugh

lol, you're insane.

Someone remind me to keep my hosting away from this guy.

I would be pissed too, don't stop fighting this until you get a refund and it's resolved!!