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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:
| Untitled - Review by
submitted on August 10, 2003 |
| Customer's web site: squeakyfiddle.com |
| Length of time hosted by this company: Private |
| Date when last hosted by this company (as of August 10, 2003): Private |
| Plan used: Private |
| Customer service rating: 2 out of 10 |
| Technical quality rating: 1 out of 10 |
| Cost rating: 1 out of 10 |
| Overall rating: 2 out of 10 |
I was a satisfied Burlee customer. After Interland took over I had ongoing problems with site downtime, mail outages, loss of web stat logs, and unresponsive email tech support.
Before I cancelled my account I called Customer Service. Because of what appears to be a loop in their phone forwarding system I was bounced from one from Customer Service rep to another, 4 in all. I asked each one the same question: As a prior Burlee customer, would I receive a partial, prorated refund based on a year's pre-payment. One rep said she didn't know the answer. One rep said she "believed that yes, prorated refunds were the policy". Two reps said that "it is the policy of Interland to make partial refunds for unused pre-paid accounts". All of them said that I would have to confirm this with Billing. I attempted to call billing, using 1. a number that one of the reps gave me and 2. allowing another rep to forward me. I was cut off the first time and left on hold for 45 minutes the second time.
I cancelled my account and asked for a partial refund. Interland responded with :
"We are sorry to hear that you are cancelling this account with Interland. We value
your business and would like to help with any unresolved issues. The account,
squeakyfiddle.com, will be cancelled. Unfortunately, according to
Burlee/Communitech guidelines and procedures, no refund is available. However, if
there is anything we can possibly do to change your mind about cancelling your
account, please re-submit this ticket within 2 business days."
I have asked my credit card company to dipute this.
(I gave their Customer Service a 2 because of a single phone transaction with one polite, intelligent and efficient technical whiz. Otherwise that rating would also have been 1)
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