Miscommunication

[rewlie]

Hi,

I'm actually dont want to talk a lot of nonsense but since my complaints to the support was treated badly, i will post it here for some explaination from you guys.

Case #1 : Torrentflux - #GHO-391399

I post out one question to the support dept asking about torrentflux for personal use, and the reply said "yes, you can install it", then i go and install it, it is the answer from the support dept rite? the next day i saw all the files gone, without no respect at all you go and delete all my files, you are the one who said it can be installed, at least notify me and ask me to remove it, not by doing it by yourself which is, a breach of privacy, now i know my files is not privacy enough with Hostican.

Case #2 : Free domain - #VZC-503368

We register for our VPS-Rage package and our package not yet reaching 30 days, at the time of registration, we opt to use our own domain because we already have one, but promised at the website we will get a free domain for the registration, we DONT SEE ANY FIELD for us to fill up to receive the free domain, and when we log this case to support, they said it can only be given at the registration time, that's it! How come we could get it if there is no field for us to fill up for it? We send a reply twice, and now support dept just idling to our question.

We dont hesitate to get our money back if this topic is also ignored, some explaination will be better.

[Burke]

Case #1 : Torrentflux - #GHO-391399
There might have been miscommunication between the tech who said it was ok, and the security techs who scan for what they are told is not ok.

Case #2 : Free domain - #VZC-503368
Was the field to fill in for the free domain there when you signed up?
Most places that have free domains, will only allow you to choose it while signing up, not after.

[rewlie]

Case #1

At least notify me to remove it, rather than delete it straight away without any notice, that was so annoying for a new customer like me.

Case #2

There was no free domain field for me to fill up, only a domain field, either new or use existing domain.

And the worst part is, after several reply they will start ignoring msg from customer, that was so unprofessional.

[lnxcode]

Originally Posted by rewlie

Case #1

At least notify me to remove it, rather than delete it straight away without any notice, that was so annoying for a new customer like me.

Case #2

There was no free domain field for me to fill up, only a domain field, either new or use existing domain.

And the worst part is, after several reply they will start ignoring msg from customer, that was so unprofessional.

#1 - Obviously you didn't really read the terms and conditions - the part that says: No Warez, torrents etc... this is the UNITED STATES its illegal here to use / download illegal content. Maybe in your country its fine, but our platform is not going to be used for illegal activity such as yours.

#2 - Again, please refer to the terms of service that clearly state that a FREE domain isn't provided after you sign up, but during the sign up process. If you elected not to take one during the sign up process we can't be held accountable.

Its like giving the waitress a tip, and then two days later coming back and asking for it back - what do you think the answer would be?

[rewlie]

Hey,

Please read the terms of service that you signed up for:

"The Client understands that once Client has completed the checkout process that Client is no longer eligible for the "Free Domain 4 (For) Life" offer. The Client cannot request that a domain name be provided free of charge after the checkout process is completed. Alternatively, the Client is able to register additional domain names at http://www.hostican.com/domains if needed."



--
Kind Regards,

Alexander Evans
HostICan Representative
Knowledge Base: HostICan - Support - Pre-Sales, E-Mail, and so many more answers...
Phone: 1-800-725-9170 (U.S. & Canada - Toll-free)
Phone: 1-804-412-0390 (International)

Ticket Details
===================
Ticket ID: VZC-503368
Department: Support
Priority: Low
Status: Open

"Hey"? Is this the way you talk to your customer?

[rewlie]

I dont know that FREE DOMAIN only available during signup cause the only field that I can see is either use a new domain or existing domain, at least you notify me with a polite reply.

Hello,
Thank you for contacting HostICan support.

Yes you can install it.

Sincerely,

Randy Slone
HostICan Representative

Knowledge Base: HostICan - Support - Pre-Sales, E-Mail, and so many more answers...
Phone: 1-800-725-9170 (U.S. & Canada - Toll-free)
Phone: 1-804-412-0390 (International)

Ticket Details
===================
Ticket ID: GHO-391399
Department: Support
Priority: Low
Status: Closed

I ask for personal use, it's not my fault cause i already ask, do i made it clear?

FYI, i dont mind i cannot get what i want, at least notify me politely, i am a good customer and hassle-free if it's clearly explained to me, being rude to your customer was a big mistake.

[lnxcode]

Originally Posted by rewlie

I dont know that FREE DOMAIN only available during signup cause the only field that I can see is either use a new domain or existing domain, at least you notify me with a polite reply.

Hello,
Thank you for contacting HostICan support.

Yes you can install it.

Sincerely,

Randy Slone
HostICan Representative

Knowledge Base: HostICan - Support - Pre-Sales, E-Mail, and so many more answers...
Phone: 1-800-725-9170 (U.S. & Canada - Toll-free)
Phone: 1-804-412-0390 (International)

Ticket Details
===================
Ticket ID: GHO-391399
Department: Support
Priority: Low
Status: Closed

I ask for personal use, it's not my fault cause i already ask, do i made it clear?

FYI, i dont mind i cannot get what i want, at least notify me politely, i am a good customer and hassle-free if it's clearly explained to me, being rude to your customer was a big mistake.

No one was / is being rude to you. You choose yourself not to follow the terms of service. Torrents are illegal personal use or public use.

If you can't follow the rules, you can't hold the enforces of the rules accountable. Its like saying I used a brick to smash the window, but I did it to my parents house... and then when the police arrive, you blame them for them arresting you.

If you want to get your ducks in a straight row, then I will be glad to answer your questions. As always the Terms of service is your guide... above and beyond any support ticket answer.

[rewlie]

Thank you for your explaination, i expect a professional attitude and answer like people from yo, and being rude is what i mention before, by calling "hey" to your customer, dont call ppl like that, we are not your friends, we are your customer.

I will, next time, refer to this forum.

Thank you and i'm satisfied now.

[lnxcode]

Originally Posted by rewlie

Thank you for your explaination, i expect a professional attitude and answer like people from yo, and being rude is what i mention before, by calling "hey" to your customer, dont call ppl like that, we are not your friends, we are your customer.

I will, next time, refer to this forum.

Thank you and i'm satisfied now.

Glad to see that it worked out.

I wanted to let you know that most hosts use the words (Hey, Hello, Hi) as a form of greeting, its normal in the United States.

[rewlie]

Noted with the form of greetings, next time i wont be suprised then.