Liquid Web

Complaint: [redacted] I am rejecting this response because:(Private correspondence to Revdex.com: Please note I am not using my regular computer and do not have access to the correspondence from WiredTree at this time to provide as evidenceI was not aware that I would have only minutes to provide an explanation for not accepting WiredTree's response and do not believe I can adequately do so within that timeframe at this time and from this computerI respectfully request the opportunity to properly reply to WiredTree by submitting a fuller response from my regular computer at a later time.) The value of the compensation WiredTree has stated in its reply that it would provide is even less than the compensation WiredTree said it would provide as compensation in the last written correspondence with me (which in itself was inadequate and prompted the complaint to Revdex.com)(I will provide evidence of this.)At face value, it would appear that WiredTree is now reducing the compensation it said it would provide.Or, giving the company the benefit of the doubt, it could be that the WiredTree representative who wrote the response to this Revdex.com complaint is mistaken about the level compensation the company said it would provide.Either way, this is a new development and it means that raising the complaint with Revdex.com has left me in a worse positionI respectfully request that this be addressedAs for the substantive complaint, WiredTree has not taken responsibility for the fact that its technical department was negligent in handling the addition of sites to WiredTree's serversThe nature of the site migration that WiredTree presented in its response was discussed at length with WiredTree's technical department before the site migration was doneThe site migration was handled entirely by WiredTreeThe company gave the assurance that it understood what was required to safely manage the site migration and that it would take the required steps to ensure that the site migration would not result in the websites that were already on WiredTree being adversely affectedDespite having clear instructions and despite giving assurances that the technical department would ensure the safe management of my account, WiredTree then proceeded to handle the site migration in manner that resulted in the destruction of the sites that were already hosted on WiredTreeI have explained to WiredTree what is required to review and restore the destroyed sites and it is disappointing that WiredTree is not willing to provide adequate compensation to allow for the restoration of sites which would not have to be restored had WiredTree's technical department managed the site migration in the safe manner as they had clear instructions to do and had given assurances that they would have doneWiredTree identified one site and claims that the site is static and no video or interactive material has been affectedThis is not true [redacted] sites were affected by WiredTree's mishandling of the site migration and copious amounts of video and data as well as site functionality have been lost as a result, including to the site identified by WiredTree(Evidence will be provided.) (Private Correspondence to Revdex.com: Revdex.com states that no personally identifying information should be included and would be deleted from what is posted onlineWiredTree has included the name of my website and I trust that this would be redacted and not be posted onlineI would greatly appreciate confirmation that such personally identifying information will be redacted from WiredTree's response.) Sincerely, [redacted]

The client had moved some of their sites from *** to us a few years agoAll of the sites were on one account as addon domainsThe client decided to move the rest over here earlier this yearAll of the sites were still on one account at the other hosting providerThe sites were moved over
from the other hosting provider to the client's service container at WiredTreeWhen they were moved over, some of the sites were overwritten with some of the older versions since they were all still on a singular accountA week later the client reached out to us that the sites were not the current versionsOur complementary emergency backups only go back days and we no longer had the previous versions and the client did not have any other backups on our network or anywhere else. Our Terms of Service states : *** Nightly BackupsWiredTree performs nightly backups of *** accounts as a courtesy service onlyWiredTree is not responsible for the completeness, integrity, or freshness of your *** backupWiredTree recommends you have your own backup system in place*** backups are intended for disaster recovery purposes only.Since the client had no other backups and the emergency backups had all been rotated over to the version of the sites that were the previous versions, we worked with the client as much as we could to restore the sites to the previous versions as we were able to crawl the code off of a website that archives websitesThe client's sites (***/) are all static html so there were no videos or interactive content that the client is referring toWe also provided the client with an account credit for months of service for the issues the client experienced as a show of good will which is well above our standard Service Level Agreement maximum credit amount which is one month of service (https:***/legal/)

WiredTree erased *** of my websites that were hosted on their servers
WiredTree's policy is that all additions of new websites to their servers must be done entirely by their technicians
I needed to have new websites added to the *** that were already hosted on WiredTree’s serversI had lengthy discussions with the technical department and explained the *** websites that were already on WiredTree’s servers were not part of the transfer of new sites and should remain the same and not be altered in any way by the addition of the new websites to the WiredTree server
WiredTree’s technical support department told me they understood what was required to be done and gave me the assurance that the *** websites already hosted on their servers would not be adversely affected by the transfer of the new websites from another webhost to WiredTree’s servers
WiredTree then carried out the transfer of the new sites in a negligent manner that resulted in the complete erasure of th

Initial Business Response /* (1000, 5, 2015/04/23) */
Contact Name and Title: *** *** Billing Mgr
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@wiredtree.com
Revdex.com CASE#: XXXXXXXX
The client signed up for service with on December 17th, At the time of siall clients must
agree to our Terms of Service (https://www.wiredtree.com/legal/)These terms of service state the following in regard to refunds and disputes:
Refund and Disputes
All payments to WiredTree are nonrefundableThis includes one time setup fees, prepayment fees, and subsequent charges regardless of usageClient shall not be entitled to any refunds, pro-rated or otherwise, in the event of early termination of this agreement by The Company according to the terms hereinAll overcharges or billing disputes must be reported within days of the time the dispute occurredIf you dispute a charge to your credit card issuer or payment provider (chargeback) that, in WiredTree's sole discretion is a valid charge under the provisions of the TOS and/or AUP, you agree to pay WiredTree an "Administrative Fee" of not less than $and not more than $
These terms state that all disputes must be reporting within days of the transaction dateThe client requested cancellation of their original service in January The client stated the service would be changing hands to a different contactWe instructed the client on how to transfer the ownership of the service over to the other individualThe client never transferred ownership of the account
thoughWe had instructed them to let me know once the change of
ownership was complete so that a potential prorated refund for the
unused months could be processedThe client did not respond to us in the cancellation ticket to confirm the change was completedThe client did not contact the Billing department about the time left on the previous cycle until April 5th which was past the days stated in our Terms of Service for the time frame for a December transaction in which potential refunds and disputes must be reported
Because the time frame had passed during which a refund can be processed per our Terms of Service, the price difference for the unused months of the previous cycle was added to the client's account as an account credit which is currently be used for all payments on the client's account and will continue to be applied until it has been used up

Complaint: [redacted]
I am rejecting this response because:(Private correspondence to Revdex.com: Please note I am not using my regular computer and do not have access to the correspondence from WiredTree at this time to provide as evidence. I was not aware that I would have only 30 minutes to provide an explanation for not accepting WiredTree's response and do not believe I can adequately do so within that timeframe at this time and from this computer. I respectfully request the opportunity to properly reply to WiredTree by submitting a fuller response from my regular computer at a later time.)  1. The value of the compensation WiredTree has stated in its reply that it would provide is even less than the compensation WiredTree said it would provide as compensation in the last written correspondence with me (which in itself was inadequate and prompted the complaint to Revdex.com). (I will provide evidence of this.)At face value, it would appear that WiredTree is now reducing the compensation it said it would provide.Or, giving the company the benefit of the doubt, it could be that the WiredTree representative who wrote the response to this Revdex.com complaint is mistaken about the level compensation the company said it would provide.Either way, this is a new development and it means that raising the complaint with Revdex.com has left me in a worse position. I respectfully request that this be addressed. 2. As for the substantive complaint, WiredTree has not taken responsibility for the fact that its technical department was negligent in handling the addition of sites to WiredTree's servers. The nature of the site migration that WiredTree presented in its response was discussed at length with WiredTree's technical department before the site migration was done. The site migration was handled entirely by WiredTree. The company gave the assurance that it understood what was required to safely manage the site migration and that it would take the required steps to ensure that the site migration would not result in the websites that were already on WiredTree being adversely affected. Despite having clear instructions and despite giving assurances that the technical department would ensure the safe management of my account, WiredTree then proceeded to handle the site migration in manner that resulted in the destruction of the sites that were already hosted on WiredTree. I have explained to WiredTree what is required to review and restore the destroyed sites and it is disappointing that WiredTree is not willing to provide adequate compensation to allow for the restoration of sites which would not have to be restored had WiredTree's technical department managed the site migration in the safe manner as they had clear instructions to do and had given assurances that they would have done. 3. WiredTree identified one site and claims that the site is static and no video or interactive material has been affected. This is not true. [redacted] sites were affected by WiredTree's mishandling of the site migration and copious amounts of video and data as well as site functionality have been lost as a result, including to the site identified by WiredTree. (Evidence will be provided.) (Private Correspondence to Revdex.com: Revdex.com states that no personally identifying information should be included and would be deleted from what is posted online. WiredTree has included the name of my website and I trust that this would be redacted and not be posted online. I would greatly appreciate confirmation that such personally identifying information will be redacted from WiredTree's response.)
Sincerely,
[redacted]