ThePlanet.com : Poor customer service

ThePlanet provides the most reliable dedicated server at an affordable price and Hostgator is the most trustworthy webhosting service provider.

This web hosting discussion started by precharge on 13 January 2007

First off, I would like to say that I have really enjoyed EV1 Servers. I have used various servers for years and have always recommended EV1 highly. In fact, while until recently, we only hosted a few servers with EV1 but we were planning on moving over several more, until this recent mess.

About three months ago, we canceled one of our servers. As we’ve done it before, the process was pretty straightforward. Submitting the cancellation request for the specific server and confirmed it through the registration. Even got a second confirmation that the server was canceled. We were told that despite the fact that we were billed for one month, we would be credited.

Didn’t give it a second thought until about three weeks later when we logged into our contract panel for other reasons and saw that someone had turned the server back on. We once again confirmed that it was canceled. We discovered that we never did receive the months charge. More so, to our surprise, despite having confirmed the cancellation of the one server three times already, ticket numbers and all, we were billed yet for a second month.

Finally we were given someone in the “audit” department to which we could only contact by email. We were told that we would not be credited for the two months but rather receive a credit on future services. I explained that while this is only a matter of $650 or so, it’s the principal of the matter. We properly canceled the servers, confirmed it and followed all procedures and yet because for what ever reason someone decides to turn the server back on at ev1, we were charged twice. We explained the situation and were told there was nothing Ev1 would do and we’d just have to live with the account credit.

Again, I’ve been a customer for years and have hosted many servers from time to time with Ev1 and yet this is a disgrace, I don’t know what’s going on there but to handle a loyal customer like this is crazy. I’ll be keeping my one server left for the balance of the month and then going elsewhere.

Discuss this at planet forums or get a dedicated server from theplanet.com for $50 only