TrexHost.com Deletes My Reseller Account

[raceway]

My reseller account was just deleted last night with TrexHost because of non payment for two weeks. I never received one invoice from them, wrote to them last night asking why my sites were down and this is the conversation we have been having about this issue:

http://img220.imageshack.us/img220/7919/trexhopy8.jpg

http://img116.imageshack.us/img116/4527/texhost1qz1.jpg

I do admit that I should keep better records to remind me of when to make the payment but I also signed up for innohosting (Who are really good) at the same time and they pro rate the billing so it is due on the first and I got there invoice on Oct 29/07.

I still think that any professional hosting company should at least have the decency to put up a suspended page in this event, just in case there valued customer did not receive any invoices from them.

 

[impactgc]

Raceway --

Well Trexhost did give you two weeks of service before terminating you. Payments are due regardless of reminders are set or not. It is the customers responsibility to pay.

Like you admitted-- just keep better records.

You can't blame Trexhost for this. Trexhost was professional -- he allowed your site to be up and not tarnished by a suspension page.

Adam

 

[brwright]

I agree with impact. It is your responsibility. You should be grateful they gave you 2 extra weeks.

 

[-NC-]

Where I work, if a client doesn't pay on time, we chase them for the money for quite some time, much longer than 2 weeks.

We don't suspend their websites after 2 weeks, because continuing to provide service means that we can legally bill them for more money.

Most customers end up paying, we can then retain them as a client, and keep billing them.

Cost to us of keeping site up = wholesale cost of bandwidth

Services not cut off = happy customer who has no reason to withhold payment, plus we can bill additional fees for late payment

Customer retention = good business

 

[TrexHost]

Hello, we, unlike alot of hosts, suspend accounts as a last results. Even if we do want to suspend an account, rather than putting a suspended page up, we place an htaccess file to block traffic instead, as it looks better. In this case, the client was sent 3 automated reminders via our billing system, which automatically send's our reminders every 4 days.

Thanks

 

[raceway]

Hello, we, unlike alot of hosts, suspend accounts as a last results. Even if we do want to suspend an account, rather than putting a suspended page up, we place an htaccess file to block traffic instead, as it looks better. In this case, the client was sent 3 automated reminders via our billing system, which automatically send's our reminders every 4 days.

Thanks

In your ticket system you said that you never suspend accounts because it is rude to your clients, Click the link below and read it:

http://img116.imageshack.us/img116/4527/texhost1qz1.jpg

Now you are saying Trexhost suspends accounts as a last result.

Which one is it?

You never did suspended my account you just deleted it.

I never got one invoice,

On your website you also state that you make backups of all your clients data. Where is my backup?

 

[TrexHost]

I refuse to discuss these matters over a forum, it is pointless, and earning us nothing. Why don't you open a support ticket like everyone else, and we will move from there.

 

[raceway]

I refuse to discuss these matters over a forum, it is pointless, and earning us nothing. Why don't you open a support ticket like everyone else, and we will move from there.

You terminated my account, remember? I am no longer a customer of TrexHost.com. I lost time, money and data because you do not know how to use a suspension page. "People do not always receive automated emails."

I am just letting fellow webmasters know how TrexHost.com does business.

 

[shockie]

maybe you should give them a call... :hehe:

 

[Swizi]

I refuse to discuss these matters over a forum, it is pointless, and earning us nothing. Why don't you open a support ticket like everyone else, and we will move from there.

Of course it isn't earning you anything. Are you suggesting you're only going to post if you get something out of it?

Despite that, it would look better if you got it sorted out so everyone can see, right now you're below the bar IMO because you look really bad in this post - whether or not there is proof.

 

[exponent]

I refuse to discuss these matters over a forum, it is pointless, and earning us nothing. Why don't you open a support ticket like everyone else, and we will move from there.

Is that because you prefer having a representative pose as a lawyer and verbally degrade someone? I mean... wasn't the Digg a wake-up call? Transparency would really help your company right now.

 

[iHubNet-Matt]

Have a thorough check of their TOS and AUP before moving legally.

 

[TheBulldog]

I refuse to discuss these matters over a forum, it is pointless, and earning us nothing. Why don't you open a support ticket like everyone else, and we will move from there.

That was kind of rude.

 

[Joe]

well they shouldn't delete your data after 2 weeks.

At least, they should make a manual email (I'd call that the start of good customer service) rather than relying on automatic emails. And deleting their content after 2 weeks? It should really be kept for a month and then their should either give the customer the data or give them a small charge for holding your data.

My opinion anyway...

 

[InFloW]

well they shouldn't delete your data after 2 weeks.

At least, they should make a manual email (I'd call that the start of good customer service) rather than relying on automatic emails. And deleting their content after 2 weeks? It should really be kept for a month and then their should either give the customer the data or give them a small charge for holding your data.

My opinion anyway...

I think everyone is in agreement here the trexhost policy is silly. Lots of automated mail gets caught by spam filters so just never suspending accounts and just straight deleting them is just bad. They probably lose a lot of customers because of this, but I guess it's their choice right?

 

[Swizi]

I think everyone is in agreement here the trexhost policy is silly. Lots of automated mail gets caught by spam filters so just never suspending accounts and just straight deleting them is just bad. They probably lose a lot of customers because of this, but I guess it's their choice right?

It's up to the customer to check their spam filters and add an exception for Trexhost's email. It's like that everywhere you go.

 

[InFloW]

It's up to the customer to check their spam filters and add an exception for Trexhost's email. It's like that everywhere you go.

Who's to say it's even the users spam filters blocking the mail? Maybe trexhosts mail server fails and does not send out an invoice emails at all for a week? Or how about their mail server gets blocked by spamcop and such and most mail servers use that. Then how would the customer do anything about that even? Just do no spam blocking at all? Spam filter is the common problem but there are other reasons to that can cause for users to not receive email.

That's a very bad way of thinking. I guess you follow the same policy as trexhost and just delete accounts for not paying an invoice. You do not suspend them after a few days then delete after a week or anything?

All this policy does is cause them to lose customers and nothing more.

I know this from experience we have customers who've used our services for 2+ years forget to pay an invoice. They changed their email and forgot to update the records with us so they received none of the warnings nothing. If we deleted their account they'd be gone and that be an unhappy customer. Instead their account gets suspended and 40 mins later its unsuspended and the invoice paid. I think that's a lot better than just deleting the account.