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RS
Riaan S

1 reviews | Active since Nov 2013

20 Dec 2017, 17:25

First they're unable to provide service, now they're billing me for no service

I was trying to resolve this matter in a fair way, but today I received an urgent payment reminder. In short, I was hosting a CRM system at Gridhost, and about a month ago the CRM could no longer operate properly. I couldn't get hold of support via phone, and they took a week to respond to my email. By then my customer ordered me to move the CRM system to another hosting company urgently as they were loosing money, customers and commissions. Since I had to move (as a direct result of Gridhosts' lack in support), I offered to pay the pro rata amount for the hosting before we moved away. But Gridhost still expects me to pay for a full months' hosting. I'm sorry. If Gridhost expects me to pay after I took the necessary action to save my customer from financial losses, then you (Gridhost) should be prepared to compensate customers for their losses that resulted from your lack of support.

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Replies (2)
Gridhost
Gridhost's reply21 Dec 2017, 07:05
Official

Good morning

Apologies for the experience you had with us recently. As we went through the history we found that there was a delay in answering your ticket. We also saw that on the 29 November you mentioned that you are just waiting for feedback from Tenet regarding the DNS update, then you’ll cancel the hosting with Gridhost.

To date this was not done yet which is why the invoice was generated and sent to you. The service on your account is a reseller package which can host many domains not just the one you mentioned in your support ticket that was experiencing an issue. A cancellation still needs to be processed by following the steps we provided you in that ticket. I will forward your details over to our billing team to look into the matter further and revert back to you.

Regards

RS
Riaan S's update21 Dec 2017, 09:50
Reviewer Update
You failed to mention that there were more replies to that email dated 29 November. The last one on the 7th of December when I wrote to Jason Poggenpoel "It seems like the domain is now pointing away from Gridhost and to the new hosting server. We will no longer be making use of Gridhosts’ services." You also failed to mention that when a customer requests a cancellation of a service, the only cancellation type is "End of Billing Period", which is exactly what I don't want to do, and is the only reason we are having this conversations. As for the "many domains": the only other domain on the reseller package has no content nor email addresses linked to it. This domain was used to activate the hosting service as you were unable to activate a hosting service for the actual domain (the domain in question) I needed. This is also the only reason why I had to take the reseller package (I still don't know why it had to be this way). So to sum up. Cancel my reseller package with immediate effect (which I cannot do from my side), and bill me pro rata for the few days (5) in December I made use of your services as per my request by email on the 11th of December to Zolani Matsolo (who, by the way, also never rep**** to me).