AIT - Review Response


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Please note that this form is only for web host company's representatives.  Responses from others will not be posted.  Customers should submit new reviews or email the original reviewer instead.

You are responding to the following review:

 

The AIT customer hostage clause - Review by Anonymous submitted on June 4, 2002
Customer's web site: N/A
Length of time hosted by this company: 1 year - 3 years
Date when last hosted by this company (as of June 4, 2002): Less than 3 months ago
Plan used: Private
Customer service rating: 1 out of 10
Technical quality rating: 5 out of 10
Cost rating: 1 out of 10
Overall rating: 1 out of 10
I never had cause to complain about uptime or technical support at AIT, although the sites I maintained there were fairly simple. But I recently learned the hard way about AIT's customer hostage clause. AIT implemented a policy late last year under which customers are automatically re-enrolled every six months in a contract for service that includes an early termination penalty clause. It was buried in one of those obtuse Terms of Service agreements that few people ever really read. Essentially, the clause says that unless you cancel within 30 days of your six-month anniversary date, you must nevertheless pay for the balance of the remaining months of your "contract." How this contract clause can be valid is a mystery, since it extends absolutely no benefit to the customer (there's no discount offered in return for accepting the early cancellation penalty). It is purely punitive and restrictive. A company that respects its customers and is confident about its customer service would never need or want to implement such a clause. I guess AIT figures it is pissing off their customers so much that they needed to come up with a way to keep their business -- thus the customer hostage clause. Stay away from them. If you already host with AIT, be sure you know when your anniversary date is if (when!) you want to cancel.

 

 

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