Neutral View!
I have read entire thread and would like to express my views in this matter as a neutral entity known to neither victim nor host.
I have no experience with Volvo and this restricts me from calling them unprofessional and similar but from what appears in the thread, is a chain of events that lead to such situation where Volvo lost client and client felt cheated.
Problem with IP>> DNS problems>> servers down>> Customer angry and asking for support >> Support provides instructions which are not adhered to by customer >> blame game >> host cancels account, no refund and also no backup.
First of all, what needs to be understood is that value of client's sites or business, evenif $1, should not be an excuse to approve or deny any help which he needs or provide/withdraw any service which he is entitled to.
What I mean is, some people questionning the value of client's sites/ business, must remember, whatever the worth, he reserves right to cry and protest, if he has valid reason to do so.
Customer's mistake
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1) He should have UNDERSTOOD (not just read) TOS.
2) He should have had frequent backups.
3) He should have followed instructions provided by supprot staff (if any) and if he was not able to follow them, then provide opportunity to support staff, for rectification. It means provide login or create subuser account at domain registrar. Many may not agree with me, but consider the situation, if person is not technically sound and clueless, then someone has to break the ice. Assistance from support staff, in such matters could save company the client, prevent escalation of tempers and situation and also ensure nothing spills out in world wide web, where google is sitting to expose every inch of yours.
4) He should have kept his cool and if host did not support him, in that case tried to build up pressure on host through this forum and similar but only after securing himself first, i.e having backup.
Host's mistake
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1) I shall have to say that host's attitude is not reflective of business savvy, company eyeing the sky. Its more of mediocre attitude where host does not care about clients and goes on to display same in forum. First rule is always to pacify client because you have to be in his position to understand what he is experiencing. A human touch always takes your business forward and , this is indeed grossly lacking in the host's attitude as displayed here.
2) Host should have worked to prevent situation from escalating and ultimately spilling it here or elsewhere.
Understand this, client deals with one host and may be inexperienced but one host deals with several clients and they are more experienced than the client and should be tactical enough to handle the problems of one client.
It must also be emphasized that host can always provide backup, irrespective of whatever they say in TOS. TOS is to save your ass and not an excuse to provide service which you can otherwise as a favour or compensation or as a tact to pacify disgrunted client and in this case, i refer to "backups". If he can't make bakcups for lack of knowledge or whatever, you can give him same,send him thru email or provide it on some space on your server. And had he be given backup, you wouldn't have found yourself on wrong foot. He would not have blown this out of proportion and also you would have had something to say and proove.
Think again on this.
Matter was always in your hands and you were the one calling shots. Why did you force him to cry in public ?
You may be pleased with whatever clients you have but reputation of host gets affected and sooner or later such attitude starts hurting the host itself.
Person has paid you and paid you for a reason. He could have taken any free webhost and there are many such in market which offer adfree service and without need to post. Why he paid you, is because he wanted to secure his site and business. Now have you really worked towards that ?
Instead, he is in same position as would be anyone hosted by free host who cares least about client. Crux is he paid you for security and service. I am not talking about downtime, thats understandeable or matter of different debate otherwise, but i am asking you, when his data is on your server and he feels incapable of having that, what effort has been made by you to make such available to him as per his technical knowhow ?
Also, why was account terminated ? Just because someone voices against you, does not give you right to terminate, despite whatever you state in TOS. Again, using TOS as an excuse is worst thing any host could do. TOS is for saving your ass, in legal matters and not to find excuse, as it is evident here.
3) If refund was provided, why was it not accepted ? Why would anyone refuse to accept refund ? He could have persisted for backup, but still whatever refund is made available, he would have taken same.
4) Stories and posts don't die easily on net and as and when someone types your company name, he sees entire story clear. Did this not bother you ?
Conclusion
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In my opinion, mistake was there from both sides and situation escalated when it should have been controleld by more experienced host. It shall be nice that volvo, provides this client his backup for download, unmodified and whatever inconvenience is caused is adjusted by refund for days remaining.
A few $ will not hurt Volvo but it shall turn the tide in favour of Volvo and present it as better host than most.
Also, for future, hosts don't discuss clients in forum, its clients who discuss hosts, so try to prevent spilling of such matters outside your company/ sever limits. Word of mouth sells and surely you do not want this to work against you.
Also, as customer, micmac needs to be cool headed and aware of his duties before protesting. he must also read TOS and understand them, not just evade them. try to maintain good relations with your host, so they help you without showing you TOS everytime.
I hope this neutral view, does not hurt anyone's feelings. Both sides need to take a step forward and work towards solving this amicably.
