how-to block ads
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 equazcion
join:2007-04-24
Fresh Meadows, NY
3 edits | Agree. Just showing my support of your complaint -- I agree with you completely here. The support people tend not to read the tickets too carefully, so they tend to ask you for information you already provided. Either that or they just use that as a technique to stall for more time. It's especially frustrating because you're sitting there waiting for a reply, and when it finally comes, it's not a resolution but rather a request for information you already gave, and you have to reply and sit there waiting again. And god-forbid you should express that frustration. Calling you "pathetic" after you got frustrated for multiple reasons that were ALL WHB's fault is pathetic itself.
First of all, it should be a priority of WHB's to get the false ad taken down. But more importantly, I TOTALLY hear you about the apology you suggested. I've gotten this feeling so much from these people. As you said, there have been so many times when a simple apology (early on, and not just after the posting of bad reviews, as a method of damage control) would have really gone a long way. Matt isn't nearly as concerned with customer service as he is with WHB's public image. When you threaten that, that's when you get attention. Otherwise you just get slick evasive answers that are really not answers at all. I'm sorry Matt, but this is true, and you need to give some serious thought to the way you handle these situations. This person's complaint could have, and should have, been resolved within the very first response from support. There was no need for this. Now you have yet another bad review posted for the public to see. Was it worth it? | |
| | WHBCTO
join:2006-04-27
UK
| What? What qualifies you to judge me? The fact that I went out of my way to try and help you? I'm underwhelmed by your gratitude.
The fact is, management contact details are clearly visible on our website should anyone want to get in touch. I take customer service VERY SERIOUSLY, and a good proportion of my working day is on tasks related to this. Believe it or not, I am human, I can make mistakes (as we've seen in my emails above) and I do suffer from human emotions too - such as disappointment for when I try and help someone that throws it back in my face.
The original poster is pathetic. It was explained to him that we made a mistake, and it really is a minor mistake. We are a human company and yes, we can make them. Threatening to hurt their business as a result of a minor mistake by posting crap on various internet sites is pathetic. | |
| | | hoopdedoo
join:2003-08-27
Lancaster, OH
1 edit | Re: What? Wow! I think that Matt's replies speak for themselves! Still calling me names, and now abusing another customer as well. He's still so far from understanding what the complaint is actually about, I'm actually a little amazed! For all his fancy rhetoric, he's pretty dense.
Potential Customers: BEWARE! Is this type of treatment for making a valid complaint about ineffectiveness and rudeness worth saving 25 bucks a year? Not to me!
I sympathize with his hurt feelings over his misguided belief that this is all about some petty mistake he made. I assure you, it's not. I do believe him that he takes customer service very seriously, but only from a very self-centered perspective, not in the best interest of their actual customers. This company just has too many published complaints for anyone to believe in their commitment to customer service. I'm weary of trying to make him understand what this is about, so perhaps he'll step back a little from his emotional reactions to all this and re-read the sequence of events to understand it. Probably not. | |
| WHBCTO
join:2006-04-27
UK
| You truly are pathetic You're pretty pathetic. I held my hands up and admitted I made a mistake. What more do you want?
I couldn't really give a damn about this post, anyone reading it will understand we made a mistake. If you are the kind of customer to really capitalize on this, then we're very glad that you've gone elsewhere. We have an incorrect ad (that will be addressed), we informed you of this, and this has absolutely NO reflection on the good service we provide.
We bring a lot of features, good service, fast performance and quick customer service at an entry level price point. You really need to re-align your expectations in what you get. We do not advertise 24x7 phone support, you knew that before signing up. How is that relevant?
Keep going posting the "dozens of unhappy customer" reviews. The unhappy customers are the people like you, that like to capitalize on a mistake, or those that haven't abided by our terms of service and found themselves suspended. It's pretty much that simple. | |
| | equazcion
join:2007-04-24
Fresh Meadows, NY
4 edits | Re: You truly are pathetic The complaint wasn't even about the fact that a mistake was made. The complaint was about how each support question was answered. I could be wrong but I don't think the original poster would have minded that a mistake was made, if he had just gotten direct answers to his questions from the beginning.
How is he capitalizing on the mistake? He hasn't gotten anything out of it. How has he or I not abided by the terms of service? We haven't. You have yet to even address the fact that a false ad exists for your company. It's still up, by the way, offering 5 free domain names, etc, for $3 per month.
How about the evasive answers? For example:
Customer: "...This indicates that the promotion is for your 5 website, 70gb service (platinum) for $3 per month, but once you click on the link it just takes you to the regular website, and I can’t see how to sign up for the promotional price. Could you please guide me to it?"
Support: "Our entry level package is $36 per year ($3 per month). We only accept annual billing for it due to credit card transaction fees, etc."
Matt, this is called an evasive answer. It does not directly answer the question that was asked. That's why the customer began to get frustrated, prompting his next comment:
"I would appreciate a direct answer."
I'm only telling you why these bad reviews exist and giving you advice on preventing them from occurring in the future. Do with that what you will. | |
| 
LostMyBusiness
@verizon.net
| Fantastic Im awfully glad I found this thread while looking for reviews about webhostingbuzz prior to signing up with themm! Where I come from, the customer is ALWAYS right, even if it requires you to respectfully decline someones business.
Personal attacks are effectively the WORST way to scare off potential customers, under any circumstances. I don't care if your customers call you the scum of the earth, as a professional MYSELF I understand the importance of remaining composed rather than displaying such public disregard for those who pay the bills -- and yes, when you call one customer pathetic, it resonates with existing and potential customers - pathetic or not.
Thanks for showing the world your companies inability to handle disagreements (unfounded or otherwise). | |
|
nonsense
@cox.net | Shamefull Glad I read the post while checking on WHB before signing up. What a lousy way to treat a customer...shame
This type of company would never get my business or business from anyone I know.
Thanks for the heads up.. | |
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