Sherweb

Good day,
 
A few days ago, we received a notification from your office regarding a customer concern about our business (assigned ID [redacted]).
Here is our response regarding this...

concern.
 
The customer called SherWeb’s technical support on December 9th, asking to downgrade his VPS plan. A technician sent him instructions on how to change his plan, by himself, from the ‘’Account Manager’’ portal. Then seeing the change was not completed, the support agent, [redacted], sent a second email via a support ticket, with this exact mention: ‘’ I will need your approval to downgrade your VPS to the Basic’’.
 
[redacted] was not getting any replies so, as per our usual procedure, he sent one email reminder per day for an additional 2 days, then closed his request. When [redacted] closed the ticket, he mentioned to the client that he could simply reply to the emails at any time to get assistance.
 
Finally, on February 28th, the customer called again to get his plan downgraded. [redacted] used the same ticket, and ask for a confirmation one more time.  When the Agent ask for the final confirmation, he has included all previous confirmation requests in the email.
 
Few minutes later, the Customer replied with a written confirmation that allows SherWeb to downgrade his plan. Then the Agent applied the changes to his account and the client received a credit from February 28th for his previous plan.
 
According to Sherweb procedures, none of the agents are authorized to take actions when it comes to downgrade a plan, remove items or terminate services without a written approval from the account owner.
These procedures were adopted to protect our customers from any unauthorized changes that could be made to their accounts.
 
Please let me know if I may provide additional assistance with this.

Review: I have a web site hosted at Sherweb. In December I requested that my service be downgraded for a much cheaper service. The agent on the phone assured me that the service would be downgraded. He never mentioned I would need to confirm this by email. I recently found out that I was overbilled for the past 2 months, as my service was never downgraded. They are telling me now that I needed to confirm this request via email, but I was never aware. Again, the agent on the phone assured me that my request would be taken care of once off the phone.Desired Settlement: I would like a refund for the difference between the service I requested (basic) and the service I was paying for (premium).

Business

Response:

Good day,

A few days ago, we received a notification from your office regarding a customer concern about our business (assigned ID [redacted]).

Here is our response regarding this concern.

The customer called SherWeb’s technical support on December 9th, asking to downgrade his VPS plan. A technician sent him instructions on how to change his plan, by himself, from the ‘’Account Manager’’ portal. Then seeing the change was not completed, the support agent, [redacted], sent a second email via a support ticket, with this exact mention: ‘’ I will need your approval to downgrade your VPS to the Basic’’.

[redacted] was not getting any replies so, as per our usual procedure, he sent one email reminder per day for an additional 2 days, then closed his request. When [redacted] closed the ticket, he mentioned to the client that he could simply reply to the emails at any time to get assistance.

Finally, on February 28th, the customer called again to get his plan downgraded. [redacted] used the same ticket, and ask for a confirmation one more time. When the Agent ask for the final confirmation, he has included all previous confirmation requests in the email.

Few minutes later, the Customer replied with a written confirmation that allows SherWeb to downgrade his plan. Then the Agent applied the changes to his account and the client received a credit from February 28th for his previous plan.

According to Sherweb procedures, none of the agents are authorized to take actions when it comes to downgrade a plan, remove items or terminate services without a written approval from the account owner.

These procedures were adopted to protect our customers from any unauthorized changes that could be made to their accounts.

Please let me know if I may provide additional assistance with this.