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Mar 30 2007, 11:52 PM (Post #1)
Not Odd anymore
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Irritated about the lack of concern from my previous web host (WHP: Web Hosting and Promotions, Inc), I decided to issue a dispute with them over the 40 bucks I paid. I believe I deserve the money back when they could not provide the adequate services for me, and if possible, more as compensation for the damages they have caused to Origin. Here are the messages so far:

QUOTE (Jinghao Yan)
Half of my users could not log onto my website, and I know it is not because of my domains. The host is not able to figure out the root of the problem and they are not willing to look it up. They brushed it off with "we cannot fix a problem that does not exist" -- WHEN THE PROBLEM DOES EXIST! I could not keep losing members and activity, so I switched away. Now I am requesting my money back for being so defrauded.


QUOTE (WHP)
Hi, First we do not offer money back guarantee and adding to that your payment was done over 30 days ago. Second the problem simply did not exist. Dns test showed that your site is online, we could see your site and your could see your site. Your users (whatever they claimed) need to check their internet connection as there was simply no problem. Thanks


QUOTE (Jinghao Yan)
The domains did not work most of the time, even at SCU (Santa Clara University), suggesting that it is the DNS servers at WHP that were not functioning correctly. SCU is at the heart of the Silicon Valley and I would not expect it to have any faults in the IT department that would directly correspond to the days during which I was hosted at WHP.

WHP advertises it has free support, but what use is it if it REFUSES to acknowledge the existence of a problem, or even probe its origins and causes? A company's first and foremost PR is its customer. If WHP chooses to abuse, neglect, and defraud its customers like that, I cannot see how it can NOT cease to exist in the coming years.

I was extremely happy when I first got the service, but became concerned when my users notified me (via AIM and email) they cannot access the site most of the time, and the access statistics showed that significant drop. I wasn't quite sure because I did not experience the problem at first, but when tried at my local library, high school, and college (SCU), and subsequently saw that my users are right (and they always are), I decided I must do something. I switched hosts, and have since been experiencing no problems.

WHP has caused me massive devastation in traffic, activity, and reliability. Although legally I believe I must be compensated for the fraud and negligence, I am offering to forget about this month and continue onto the next. I believe that, given the circumstances, my offer is more than generous, for under California law, fraud is treated with utmost severity. Thanks.

Here, the host realizes it is wrong, and tries to deflect the attention away from the issue:
QUOTE (WHP)
Hi, I am little confused to which offer you are referring to. You have opened a paypal complaint before even contacting billing, so I am very unsure what you truly want in this dispute. Thanks

So, I entertain them by responding via email:
QUOTE (Jinghao Yan)
Hello:

I apologize for the paypal dispute; you're right—I should have contacted you directly via billing. And that's what I'm doing right now. I'll get right to the point.

You've read about the difficulties this service has caused me, and I highly regret them because, besides that one problem, I loved the hosting. It was fast, reliable (for me), and generally well-supported. Despite my personal regrets, I am unable to continue service with a host that my users find unappealing. In this case, the lack of appeal comes from the DNS problems many experience.

Therefore, what I sincerely request is a full refund of my payment of 39.50 USD. I too did not believe my users until I asked them to do tracert commands (and other stuff), screenshot their results and problems, etc. The problems are verified at SCU, my local libraries, and some school computers, so I know my users are not lying; I even had friends at MIT and UC Berkeley—arguably the top institutions for technology and science—confirm!

I hope you duly consider my inquiry and request, and make an appropriate response.

Thanks,
Jinghao Yan

Now, realizing they cannot win via conventional argumentation, they resort to their original tactic: denying their involvement in the problem
QUOTE (WHP)
Hi,

Sorry we will not be offering a refund to you. It is very hard to believe about your problem. On your server we have a person from England and the other person from Poland and many other people from
different states. They are not sending any complaints about their site not being visible. Maybe the problem is with your domain, I cannot really tell you as I do not see the facts of the problem.

Before opening the dispute consider contacting for the resolution first in the future.

Best Regards,
Biggest-Hosting.com
Steven Drake

So I retort with a dissection of their line of argument in a move to demonstrate its frailty:
QUOTE (Jinghao Yan)
Oh, so the only reason you won't refund my payment is because you cannot personally "confirm" my users' and my findings? Are you saying I and my users are all lying? Because, from what you've stated, the only way for what you say to be possible is that all who claim the domains sometimes do not work are lying—a bold claim, to say the least. If your contending that we are indeed lying is preventing you from refunding me for your ill-service, I beg you to prove that to be true.

To top it off, you guys LIE to me with this statement: "First we do not offer money back guarantee" when in absolute certainty, you do. From a previous AIM log, you stated that "Free trial offers means that you get 30 days money back guarantee. You can try the plan by signing up for it and then if you do not like it, ask for a refund within 30 days" and that's word-for-word. It is less than business-like to take back that claim when you are called upon to uphold it. This despicable behavior is a shame to the entire industry.

The only reason I did not issue my request for refund within 30 days is because I had hope that you guys would fix the problem. I contacted you guys about the problem very early, as soon as I was notified and as soon as I noticed a marked drop in activity. I even warned you guys, I cannot continue hosting if my users cannot access my sites. Therefore, as far as I and my users are concerned, our services terminated as soon as you guys revealed that you cannot fix the problems. I just decided to give you guys more chances, since I liked your generally prompt and helpful responses to support and such, but this issue was urgent and could not be ignored—and you guys did ignore it.

If I do not see a resolution to your inadequacy, I will seek a solution through my state's Consumer Protection Agency. I hope we can come to a mutually acceptable conclusion.

Thanks,
Jinghao

Apparently some guy pretending to the CEO hops into the scene:
QUOTE (WHP)
Hi,

Well we used to offer money back guarantee until the users like you stopped that service.  My name is Dmitriy and I am the ceo of biggest-hosting.com.  Please consider these few statements.  Who is going to reimburse us for all the time that was spent talking to you on aim?  Who is going to reimburse us for all your support tickets?  Who is going to reimburse us for the time it took to install your needed php component?  I can keep going with this list for over and over so please understand my point.  We cannot have people simply waist our time ask questions and request all sort of things done for 30 days and then ask for refunds.  That is why 30 days money back guarantee wes removed from the site.  On top of that you are a member for 40 days so even that old policy does not apply to your account.  If you do not have anything other to ask then about the refund please do not contact us further as simply whatever was charged was for all the time it took to support you.

Best Regards,
Biggest-Hosting.com
Dmitriy

Comments and assistance, please. I am hoping to see these 40 bucks go into covering for the new host, since Origin's in a bit of a debt to me right now. (more than 20 dollars debt...)
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Apr 1 2007, 08:03 PM (Post #16)
Member Of The Year 2005
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Oh yeah - as well as that, spread the word on tonnes of message boards copying your emails etc etc and really tarnish their name, then send them an anonymous email with links to all the bad press they are getting and sign it off with something like "Maybe you'll reconsider your customer services skills in future... if you have any customers left, that is" evil_laughterpurple.gif
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Apr 4 2007, 06:05 PM (Post #17)
Here for the cute boys ;)
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I love the grammar that these guys posess.

I mean, the CEO can't even spell "waste". LOL.
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Apr 4 2007, 09:40 PM (Post #18)
Not Odd anymore
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Cash: 1,915,578 / 1,817,041,051
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Joined: 7/10/02 09:48 PM
stongue.gif Shows how much time he has to afford
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Apr 24 2007, 07:03 PM (Post #19)
Here for the cute boys ;)
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So what'd you end up doing about this?
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