From: Michael D*** [mailto:[email protected]] Sent: Thursday, August 03, 3:PM To: *** *** Cc: Eric R*** ; Tim M*** - Work Subject: Re: Complaint ID *** - *** ***
Hello ***, Re: Complaint ID *** - *** *** We received a complaint notice in the mail the other day In regards to this client on June 12, they tweeted that they were upset that we did not proactively modify their content to resolve an issue with their website We do outline what we will and will not do in our Support Scope at https://www.mddhosting.com/supportscope.php We are a hosting provider in that we provide the space for web sites but we do not manage content - similar to how a strip mall will lease retail space out to stores - but they do not manage the content of the stores [shelving, products, etc] We replied in a Tweet apologizing that they were upset for us not managing or modifying their content We did offer to refund them in full if they chose to move to another provider We stated that we'd do this after they submitted a cancellation We also made it clear that the issue the user was experience was a script issue and not something covered in our Support Scope On July 2, the client began tweeted that we had renewed their service, however this was expected as they had never submitted a cancellation as we advised them to do We let them know this in a reply. We did tell them that we had processed the refunds. We also told them that we offered to refund them the prior month and did not ever offer to continue hosting their content for free The client threatened to charge-back the payment for June and July and even though we said they needed to submit a cancellation to get a refund - we went ahead and refunded both June and July This put the account more than days over-due as they had only paid up until May 31, as June and July had been refunded July 2nd would be days overdue We do make it clear in our Terms of Service, to which the client agreed while signing up, that accounts that are more than days past-due will be terminated> Any account that is overdue for days and has not paid will be automatically terminated In simple terms we don't store data for clients that do not pay for said storage The client complained that we had deleted their data without warning, however, we made it clear that they had since June 17, to migrate their data and we made it clear to the client that we do not store data for free. They said they were leaving - and didn't - and then threatened disputes without migrating to a new provider. They were told to submit a cancellation and did not - but due to the dispute threats we refunded them anyways The client then began to threaten to charge-back every payment they had made to us - even payments for prior months for which we did not offer refunds for Due to these threats and the financial impact of the possibility - $per charge-back working out to a potential total of $in charge-back fees - we refunded *all* payments and ended the service due to non-payment and due to the charge-back threats This means that this client used services from 03/02/all the way up until July 2, *without paying a dime for any of it* We apologized to the client for them making threats about charging-back payments without first migrating their data out and explained that we do not store data for free We explained that the account was terminated due to non-payment and that their threats are what resulted in them being in the position they were in Ultimately I did speak with Mr*** on the phone and not only did he apologize for his behavior but he also pulled down all of his tweets / reviews / negativity surrounding the matter I did pull a copy of his data out of our backup system, which I was not required to do, due to his apologies and promises to remove the negate reviews/posts/tweets We do not want to cause harm which is why we offered to refund their June payment [while leaving the service active until June 30, for them to have time to migrate to a new provider.] It's also worth noting that the client agreed to keep a copy of their data when signing up: https://www.mddhosting.com/tos.php# At the end of the day our services did not meet the needs of Mr*** and rather than discussing the matter with us he made public threats about disputing payments and went out of his way to be damaging After he realized that this was not the proper course of action he apologized and we worked with him to make him whole - which is what we'd have done to begin with had he not made threats I hope that Mr*** learns from this experience that making threats, especially public ones, is not the proper way to handle an issue The customer's funds were returned in-full and a their data was provided to them I actually waived the $75/hour administrative fee we normally would bill to conduct disaster recovery - so this appears to meet his 'Desired Settlement' If you have any questions about any of this please let me know Thank you, Michael D*** MDDHosting LLC http://www.mddhosting.com/
From: Michael D*** [mailto:[email protected]] Sent: Thursday, August 03, 3:PM To: *** *** Cc: Eric R*** ; Tim M*** - Work Subject: Re: Complaint ID *** - *** ***
Hello ***, Re: Complaint ID *** - *** *** We received a complaint notice in the mail the other day In regards to this client on June 12, they tweeted that they were upset that we did not proactively modify their content to resolve an issue with their website We do outline what we will and will not do in our Support Scope at https://www.mddhosting.com/supportscope.php We are a hosting provider in that we provide the space for web sites but we do not manage content - similar to how a strip mall will lease retail space out to stores - but they do not manage the content of the stores [shelving, products, etc] We replied in a Tweet apologizing that they were upset for us not managing or modifying their content We did offer to refund them in full if they chose to move to another provider We stated that we'd do this after they submitted a cancellation We also made it clear that the issue the user was experience was a script issue and not something covered in our Support Scope On July 2, the client began tweeted that we had renewed their service, however this was expected as they had never submitted a cancellation as we advised them to do We let them know this in a reply. We did tell them that we had processed the refunds. We also told them that we offered to refund them the prior month and did not ever offer to continue hosting their content for free The client threatened to charge-back the payment for June and July and even though we said they needed to submit a cancellation to get a refund - we went ahead and refunded both June and July This put the account more than days over-due as they had only paid up until May 31, as June and July had been refunded July 2nd would be days overdue We do make it clear in our Terms of Service, to which the client agreed while signing up, that accounts that are more than days past-due will be terminated> Any account that is overdue for days and has not paid will be automatically terminated In simple terms we don't store data for clients that do not pay for said storage The client complained that we had deleted their data without warning, however, we made it clear that they had since June 17, to migrate their data and we made it clear to the client that we do not store data for free. They said they were leaving - and didn't - and then threatened disputes without migrating to a new provider. They were told to submit a cancellation and did not - but due to the dispute threats we refunded them anyways The client then began to threaten to charge-back every payment they had made to us - even payments for prior months for which we did not offer refunds for Due to these threats and the financial impact of the possibility - $per charge-back working out to a potential total of $in charge-back fees - we refunded *all* payments and ended the service due to non-payment and due to the charge-back threats This means that this client used services from 03/02/all the way up until July 2, *without paying a dime for any of it* We apologized to the client for them making threats about charging-back payments without first migrating their data out and explained that we do not store data for free We explained that the account was terminated due to non-payment and that their threats are what resulted in them being in the position they were in Ultimately I did speak with Mr*** on the phone and not only did he apologize for his behavior but he also pulled down all of his tweets / reviews / negativity surrounding the matter I did pull a copy of his data out of our backup system, which I was not required to do, due to his apologies and promises to remove the negate reviews/posts/tweets We do not want to cause harm which is why we offered to refund their June payment [while leaving the service active until June 30, for them to have time to migrate to a new provider.] It's also worth noting that the client agreed to keep a copy of their data when signing up: https://www.mddhosting.com/tos.php# At the end of the day our services did not meet the needs of Mr*** and rather than discussing the matter with us he made public threats about disputing payments and went out of his way to be damaging After he realized that this was not the proper course of action he apologized and we worked with him to make him whole - which is what we'd have done to begin with had he not made threats I hope that Mr*** learns from this experience that making threats, especially public ones, is not the proper way to handle an issue The customer's funds were returned in-full and a their data was provided to them I actually waived the $75/hour administrative fee we normally would bill to conduct disaster recovery - so this appears to meet his 'Desired Settlement' If you have any questions about any of this please let me know Thank you, Michael D*** MDDHosting LLC http://www.mddhosting.com/