Servage negative review #15223 by bmp on Feb 2011
Servage got a negative review on
Neustadt 16
Flensburg , SH 24939 DE
☎ Phone +39 0461 16098358
📠 Fax +39 0461 16098359
📧 sales@s...bmp ( -no email- )
When I communicate with servage I picture a bunch of 'technoprats' hell bent on being pedantic, cocky and entirely unreasonable. They are determined to be 'right' to the letter of the law and demonstrate that they have absolutely no interest in customer satisfaction.
I did manage to get a refund from servage.net today and this was only because I found a slight technicality, otherwise servage was devoted to putting their contract and unethical practice before doing the right and reasonable thing by me.
Here is a copy of my last ticket with servage. I include this for the purpose of demonstrating how ineffectual and frustrating their communication is.
2011-02-21 14:32
Helge
Please rate the reply here:
Hello ___,
Yes, I rechecked the settings. Apparently our system charged you prematurely. I am sorry that I didn't notice that earlier. I refunded your payment and closed the account.
Kind Regards
Helge, Support
Servage Hosting
2011-02-21 14:20
customer
The renewal date is 22 feb and the account has been canceled before this date.
Now please stop wasting my time and refund our credit card!
2011-02-21 14:14
Helge
Please rate the reply here:
Hello ___,
You can recheck all my replies. I guess I made the point clear. You are not entitled to a refund of the payment from 2011-02-19 since you didn't cancel your account on time. We try always to give our customer the benefit of the doubt. I would give you your refund but, as mentioned, we haven't received any cancellation request from your before 2011-02-19 and also we need to stick to our refund policies. That means it is not possible for us to refund the payment.
Kind Regards
Helge, Support
Servage Hosting
2011-02-21 14:03
customer
Your email to me did instruct me to reply to your email and I do not have a reply of the sort you described.
Nonetheless I have provided sufficient information on this ticket to demonstrate that we wanted the account closed in january before your charge on 19 feb.
Furthermore, your charge on 19 feb occurred premature of the the renewal date of 22 feb as identified by servage staff on this ticket. Your credit card charge is unauthorised.
Your method of communication is argumentative, evasive and confrontational.
We simply want a refund of an unauthorised credit card transaction for a service we wished to be already canceled.
2011-02-21 13:21
Helge
Please rate the reply here:
Hello ___,
You can't send mails to reply@servage.net. If you send mail to that mail address and you have allready an account you get this reply:
- -
Hello,
You have sent an email to our email-robot. Unfortunately we were
unable to find a proper ID in the email's subject and auto-create
a ticket for you. Therefore we kindly ask you to create a ticket
using the ticket form on our control panel.
You can use this link to go directly to the ticket page:
https://secure.servage.net/admin/?menuHeader=3&menuSub=8&page=ticket_new
If you are not already logged in, it will prompt you for your account's
username and password.
Kind regards,
Your Servage Team, http://www.servage.net
- -
I just checked that system, it works properly. Please consider what I wrote earlier regarding to the account cancellation. Thank you!
Kind Regards
Helge, Support
Servage Hosting
2011-02-21 12:51
customer
You say that we "knew how to contact Servage in order to express [our] cancellation request".
Please note that the email you sent us on 25 January states:
"Please contact your client advisor by replying to this email if you have
questions regarding your account or this Credit Card update."
In accordance with your instruction in your email I replied to your email with the question: "Can you please close this account and credit the amount for unused services." on Jan 25, 2011 at 11:44 AM.
I have attached to this ticket a screenshot of the email I sent you as viewed from Google web mail.
I am happy to forward the email to you if you wish to provide me with a valid servage recipient address. The address I previously sent the email to was reply@servage.net as per the reply-to address of your email to me.
2011-02-21 11:59
Helge
Please rate the reply here:
Hello ___,
For the benefit of our customer Servage doesn't even have a period of cancellation, that means you can cancel your account when ever you please. Furthermore we provide you 24/7 support to enable you to contact us when ever you please. I guess that is very fair and certainly ethical. Again, I need to remind you that you placed a contract with Servage and you knew how to contact Servage in order to express your cancellation request. Please understand that we need to stick to our rules and we need to ask you to stick to your contract. Thank you.
Kind Regards
Helge, Support
Servage Hosting
2011-02-21 11:55
customer
Please refer this matter to a supervisor.
2011-02-21 11:53
customer
We do not require your services because we have migrated everything to another provider.
Why? To quote wikipedia:
"Servage has been criticized for overselling its services in recent years to keep up with competition. There have also been large numbers of Servage customers reporting that their sites have been repeatedly hacked, resulting in malicious code being inserted into their web-pages. Servage claims that the issue is resolved by their new server operating system ServageOS."
Servage technical staff are consistent in responding to questions with entirely irrelevant responses as if they either do not understand the subject matter or simply are entirely without diligence in fulfilling their support function.
Servage personnel are consistent in participating in dialog in an argumentative fashion. Circular dialog is entirely common with servage.
Servage put pragmatism before ethics and demonstrate a determination to engage in protracted, ineffectual and frustrating communication rather than promptly acknowledging a customer's concerns and needs and expediting a positive resolution.
The 'game' you are playing here is entirely unethical. Incompetence and a lack of ethics is clearly rampant in your organisation.
2011-02-21 11:13
Helge
Please rate the reply here:
Hello ___,
your wrote earlier:
I believe I have made it crystal clear that we do not require the services of servage anymore and that on 25 January we did attempt to instruct servage to terminate the account by email.
There are two points: first you made clear that you don't need your account. That is understood by us. But, yet, you placed a contract with Servage. We need to ask you to stick to it. The second point that you attempt to terminate your account is not that clear since we are not able to replicate whether you really sent the mail since we have no record about that. But since you used our ticket system earlier you knew all the way long how to contact us and how to get a reply for sure (all of your tickets were replies fast). So, please understand that we have no option to refund your payment from 2011-02-19. Thank you for understanding.
Kind Regards
Helge, Support
Servage Hosting
2011-02-21 10:25
customer
Please respond to this ticket.
2011-02-21 09:19
customer
Please respond to this ticket.
2011-02-21 07:56
customer
==========================================
Dear Servage,
I respectfully request that you refund the amount charged to our credit card on 19 February 2011.
I cancelled this account on the 19 February as instructed by Louis.
I believe that it is clearly evident that we do not require this account any more and that we intended that the account not be renewed.
In January I received an email advising that our credit card details were out of date. I replied to that email (to the address reply@servage.net) with a request to close the account.
Furthermore, as the email received did advise that our credit card details required updating I was confident that an automatic renewal could not even occur.
I was surprised to receive email notification of an order processed on 19 February since I had requested cancellation and understood that our credit card details were out of date.
I responded immediately to the order notification with a request to refund the amount.
Some time last year we stopped using this account and deleted most of our configuration.
In January 2011 we reviewed the servage configuration and deleted more of it to ensure we had not left any of our data before the account came to an end in February.
it is entirely clear that we do not require this account anymore and that we did not wish to renew the account.
Please respond to this message by refunding the amount charged to our credit card on 19 February 2011.
Many thanks,
Genuinely,
___
==========================================
2011-02-21 03:43
customer
Dear Max,
I am only after a resolution of this matter by way of a refund and therefore would simply like to know what time your billing department is open.
I am not interested in a lesson in calculating time zone offsets.
I acknowledge that unless I update this ticket during a time period in which your billing department is open then this circular dialog will only persist.
Please will you tell me how many hours from right now I should wait before repeating my request to servage yet again. Or if you prefer, please simply tell me what hours your billing department is open. I do not care which of these methods you use; I simply want to know when I should repeat again my message to servage such that the matter will be addressed rather than see this fruitless dialog continue.
Regards,
___
2011-02-21 01:19
Servage - Max
Please rate the reply here:
Hello ___,
We are using GMT time on our servers. This makes it easy to calculate to calculate your local time from it. E.g. if your time zone is -3 you simply subtract three hours from the GMT time in your script to get your local time..
We thank you for your patience and understanding.
Kind Regards
Max, Support
Servage Hosting
2011-02-21 00:39
customer
This is the second response I have received concerning replying again on Monday. It is Monday here. What time zone are you in? How many hours from now should I delay before updating this ticket once again?
2011-02-21 00:08
Servage - Max
Please rate the reply here:
Hello ___,
Thank you for submitting ticket.
Unfortunately due to unavailability of our billing department at this moment we are unable to assist you further. I request you to please update the ticket on Monday. Our billing department will get back to you at the earliest.
We are sorry for the inconvenience you had to face.
Kind Regards
Max, Support
Servage Hosting
2011-02-20 22:32
customer
Dear Servage,
I respectfully request that you refund the amount charged to our credit card on 19 February 2011.
I cancelled this account on the 19 February as instructed by Louis.
I believe that it is clearly evident that we do not require this account any more and that we intended that the account not be renewed.
In January I received an email advising that our credit card details were out of date. I replied to that email (to the address reply@servage.net) with a request to close the account.
Furthermore, as the email received did advise that our credit card details required updating I was confident that an automatic renewal could not even occur.
I was surprised to receive email notification of an order processed on 19 February since I had requested cancellation and understood that our credit card details were out of date.
I responded immediately to the order notification with a request to refund the amount.
Some time last year we stopped using this account and deleted most of our configuration.
In January 2011 we reviewed the servage configuration and deleted more of it to ensure we had not left any of our data before the account came to an end in February.
it is entirely clear that we do not require this account anymore and that we did not wish to renew the account.
Please respond to this message by refunding the amount charged to our credit card on 19 February 2011.
Many thanks,
Genuinely,
___
2011-02-19 14:12
Servage - Louis
Please rate the reply here:
Hello ___,
Thank you for your reply.
If you cancel the account still you will have the access to support tickets from your control panel. So you will be able to contact us via support tickets. Also, if you cancel the account then also it will be active till 2012-04-22. So, you can have access to all the control panel options. But once if you receive the refund, you will not be able to access the control panel options except the "Account" and "Support" menu.
Kind Regards
Louis, Support
Servage Hosting
2011-02-19 14:01
customer
Thank you Louis.
I have refrained from using the Cancel link to close this account until this matter is resolved as I am concerned that we may not be able to continue this dialog using your ticket system if the account is closed.
I will now proceed to use the Cancel link to terminate the account. In the event that we are unable to use this ticket facility to continue this dialog can you please communicate directly with me using the email account ___.___@___.com.au.
2011-02-19 13:53
Servage - Louis
Please rate the reply here:
Hello ___,
Thank you for your reply.
I have checked your accounting details and found that the actual renewal date is 2011-02-22 and the account got renewed on 2011-02-19. We suggest you to please cancel the account from your control panel now. After that, please update this ticket on Monday morning. We will discuss this issue with our billing department and if we can provide you the refund then we will definitely do it. Our billing techs will check whether you will be eligible for refund or not and then they will decide the further action. So please cancel the account now from your control panel and then update this ticket Monday morning.
Kind Regards
Louis, Support
Servage Hosting
2011-02-19 13:38
customer
Thank you for your reply Louis.
I believe I have made it crystal clear that we do not require the services of servage anymore and that on 25 January we did attempt to instruct servage to terminate the account by email.
I completely understand what you are saying about your terms. I recognise that had we been aware of your Cancel link and used that instead of our attempt to email our instruction to you we may have terminated the account before your charge to our credit card and avoided this dialog.
I urge you to consider that I have promptly responded to your email notification of the charge to our credit card that occurred today. I have immediately brought to your attention that we attempted to instruct you to terminate our account in January.
I urge you to put ethics in front of pragmatism and fully refund the charge made today and terminate the account.
2011-02-19 13:21
Servage - Louis
Please rate the reply here:
Hello ___,
Thank you for your reply.
No, I am suggesting you to use the account till 2012-04-22 and before 2012-04-22, please cancel the account from your control panel. After that, your account will not be renewed.
Kind Regards
Louis, Support
Servage Hosting
2011-02-19 12:29
customer
Thank you Louis,
Are you suggesting that if we cancel the account using your Cancel link then servage will refund the amount charged today?
Regards,
___
2011-02-19 10:55
Servage - Louis
Please rate the reply here:
Hello ___,
Thank you for your reply.
We have checked the events of your account on our servers and found that there is no any request for cancellation had been made for your account. On 25 January 2010, you have deleted all your FTP accounts as per the account events. But no any request made to cancel the account. So, now the account has been renewed and as per our terms of service, we do provide refund if the cancellation done within 5 days of new account sign up.
We suggest you to cancel the account now and your account will not be renewed further and it will be canceled on 2012-04-22.
If you still have any further queries then please let us know, we will be happy to assist you further.
Kind Regards
Louis, Support
Servage Hosting
2011-02-19 10:43
customer
Hi Carl,
Thank you for your prompt response.
To follow is a verbatim copy-and-paste of the my email reply to servage inclusive of the email from servage to which I replied.
You will see from this that we requested cancellation of the account on 25 January 2010.
Can you please acknowledge our intent to close this account in January and refund the amount charged today and close the account.
Regards,
___
from___ <___.___@___.com.au>
sender-timeSent at 11:44 AM (GMT+10:30). Current time there: 9:07 PM. ?
toreply@servage.net
dateTue, Jan 25, 2011 at 11:44 AM
subjectRe: {id:3146188} [____] Credit Card will expire
mailed-by___.com.au
hide details Jan 25
Can you please close this account and credit the amount for unused services.
- Hide quoted text -
On Tue, Jan 25, 2011 at 11:04 AM, Servage Hosting <reply@servage.net> wrote:
Dear ___,
Thank you very much for being a customer!
We are contacting to you because the Credit Card we have on file
will expire 2/2011. It is of the utmost importance that your
Credit Card details is always kept up-to-date, therefore we kindly
ask you to update your Credit Card details in the administration panel:
Link:
<https://cp.servage.net>
Please contact your client advisor by replying to this email if you have
questions regarding your account or this Credit Card update.
Thank you in advcance.
Best regards,
Your Team, http://www.servage.net
This is an automated email. For questions or concerns kindly
open a support ticket via the control panel: http://cp.servage.net/
2011-02-19 06:57
Helge
Please rate the reply here:
Hello ___,
you are free to cancel your account when ever you please. We don't have a period of cancellation for the benefit of our customer. But, please understand that a cancellation has the effect that the subscription the customer and Servage placed won't be renewed. That means if you cancel your account today via the mentioned link your account will run for your paid period (till 2012-04-22) and won't renewed than. You wrote that you sent a mail to an email address. I am not able to replicate weather the mail was sent and to what address the mail was sent. As a matter of fact I am not aware of any cancellation request. Since we didn't receive a cancellation of your account before the renewal date of 2011-02-19, we extended your account according to the contract. Please understand that we can't refund your payment from 2011-02-19 basing upon these facts.
Kind Regards
Helge, Support
Servage Hosting
2011-02-19 06:19
customer
Hi Carl,
Thank you for your response.
You are correct that there is no ticket for our cancellation request. As I stated previously, the request was by way of an reply to an email sent by servage. That email from servage was to advise that our credit card details were out of date. We did not address the credit details matter but instead responded with a request to close the account and refund any outstanding amounts.
I was very surprised to find that a transaction did occur today after having been advised that our credit card details were out of date.
My expectation was that the account would be closed and that there was no way any charge could be made to us since you had advised that our credit card details were out of date.
We did not open a ticket with a request to close the account and we did not use the Cancel link on your site as we were not aware of the method and had instead instructed servage to close the account using email which is commonly an acceptable form of communication.
My only intent here is a) to receive a full refund for the amount charged to our credit card today and b) have this account terminated.
Please respond directly to the following questions:
1) We are happy to use the Cancel link on your site if that is your preferred method and if by doing so we will be fully refunded for the amount charged today. Question: will we be refunded in full if we use the Cancel link?
2) If the Cancel link approach will not achieve a full refund for us then will you please acknowledge our request to close this account which is expressed clearly on this ticket and forthwith fully refund the amount charged today and terminate the account?
3) If both the cancel link and the method proposed in point two above are not acceptable to you and will not fulfill our expressed intent then can you please clearly identify how you would prefer us to terminate this account with a full refund of the amount charged today.
2011-02-19 03:54
Servage - Carl
Please rate the reply here:
Hello ___,
Thank you for submitting ticket.
We have checked your previous ticket and have not found any cancellation request placed by you. When a customer enrols with Servage he agrees on a subscription. The nature of a subscription is the automatic renewal of the account unless of one of the contract partner (or both) are cancelling the contract. Please note that credit card is a automatic mode of payment. Furthermore, I didn't see that you have canceled the servage account via the link, hence the order was generated and your credit card was charged.
Kindly fill out the cancel form at this direct URL in your admin panel:
https://secure.servage.net/cp/account/customer_data/action:cancel
I have also removed the credit card details from the file now.
Please get back to us if you need any further assistance.
Kind Regards
Carl, Support
Servage Hosting
2011-02-19 03:47
customer
We do not require this account anymore and requested cancellation of the account in january by way of replying to an an email from servage.
Our request had been ignored and a charge for 14 months hosting has been made to our credit card.
Please refund in full our credit card and close this account as requested previously by email.
I did manage to get a refund from servage.net today and this was only because I found a slight technicality, otherwise servage was devoted to putting their contract and unethical practice before doing the right and reasonable thing by me.
Here is a copy of my last ticket with servage. I include this for the purpose of demonstrating how ineffectual and frustrating their communication is.
2011-02-21 14:32
Helge
Please rate the reply here:
Hello ___,
Yes, I rechecked the settings. Apparently our system charged you prematurely. I am sorry that I didn't notice that earlier. I refunded your payment and closed the account.
Kind Regards
Helge, Support
Servage Hosting
2011-02-21 14:20
customer
The renewal date is 22 feb and the account has been canceled before this date.
Now please stop wasting my time and refund our credit card!
2011-02-21 14:14
Helge
Please rate the reply here:
Hello ___,
You can recheck all my replies. I guess I made the point clear. You are not entitled to a refund of the payment from 2011-02-19 since you didn't cancel your account on time. We try always to give our customer the benefit of the doubt. I would give you your refund but, as mentioned, we haven't received any cancellation request from your before 2011-02-19 and also we need to stick to our refund policies. That means it is not possible for us to refund the payment.
Kind Regards
Helge, Support
Servage Hosting
2011-02-21 14:03
customer
Your email to me did instruct me to reply to your email and I do not have a reply of the sort you described.
Nonetheless I have provided sufficient information on this ticket to demonstrate that we wanted the account closed in january before your charge on 19 feb.
Furthermore, your charge on 19 feb occurred premature of the the renewal date of 22 feb as identified by servage staff on this ticket. Your credit card charge is unauthorised.
Your method of communication is argumentative, evasive and confrontational.
We simply want a refund of an unauthorised credit card transaction for a service we wished to be already canceled.
2011-02-21 13:21
Helge
Please rate the reply here:
Hello ___,
You can't send mails to reply@servage.net. If you send mail to that mail address and you have allready an account you get this reply:
- -
Hello,
You have sent an email to our email-robot. Unfortunately we were
unable to find a proper ID in the email's subject and auto-create
a ticket for you. Therefore we kindly ask you to create a ticket
using the ticket form on our control panel.
You can use this link to go directly to the ticket page:
https://secure.servage.net/admin/?menuHeader=3&menuSub=8&page=ticket_new
If you are not already logged in, it will prompt you for your account's
username and password.
Kind regards,
Your Servage Team, http://www.servage.net
- -
I just checked that system, it works properly. Please consider what I wrote earlier regarding to the account cancellation. Thank you!
Kind Regards
Helge, Support
Servage Hosting
2011-02-21 12:51
customer
You say that we "knew how to contact Servage in order to express [our] cancellation request".
Please note that the email you sent us on 25 January states:
"Please contact your client advisor by replying to this email if you have
questions regarding your account or this Credit Card update."
In accordance with your instruction in your email I replied to your email with the question: "Can you please close this account and credit the amount for unused services." on Jan 25, 2011 at 11:44 AM.
I have attached to this ticket a screenshot of the email I sent you as viewed from Google web mail.
I am happy to forward the email to you if you wish to provide me with a valid servage recipient address. The address I previously sent the email to was reply@servage.net as per the reply-to address of your email to me.
2011-02-21 11:59
Helge
Please rate the reply here:
Hello ___,
For the benefit of our customer Servage doesn't even have a period of cancellation, that means you can cancel your account when ever you please. Furthermore we provide you 24/7 support to enable you to contact us when ever you please. I guess that is very fair and certainly ethical. Again, I need to remind you that you placed a contract with Servage and you knew how to contact Servage in order to express your cancellation request. Please understand that we need to stick to our rules and we need to ask you to stick to your contract. Thank you.
Kind Regards
Helge, Support
Servage Hosting
2011-02-21 11:55
customer
Please refer this matter to a supervisor.
2011-02-21 11:53
customer
We do not require your services because we have migrated everything to another provider.
Why? To quote wikipedia:
"Servage has been criticized for overselling its services in recent years to keep up with competition. There have also been large numbers of Servage customers reporting that their sites have been repeatedly hacked, resulting in malicious code being inserted into their web-pages. Servage claims that the issue is resolved by their new server operating system ServageOS."
Servage technical staff are consistent in responding to questions with entirely irrelevant responses as if they either do not understand the subject matter or simply are entirely without diligence in fulfilling their support function.
Servage personnel are consistent in participating in dialog in an argumentative fashion. Circular dialog is entirely common with servage.
Servage put pragmatism before ethics and demonstrate a determination to engage in protracted, ineffectual and frustrating communication rather than promptly acknowledging a customer's concerns and needs and expediting a positive resolution.
The 'game' you are playing here is entirely unethical. Incompetence and a lack of ethics is clearly rampant in your organisation.
2011-02-21 11:13
Helge
Please rate the reply here:
Hello ___,
your wrote earlier:
I believe I have made it crystal clear that we do not require the services of servage anymore and that on 25 January we did attempt to instruct servage to terminate the account by email.
There are two points: first you made clear that you don't need your account. That is understood by us. But, yet, you placed a contract with Servage. We need to ask you to stick to it. The second point that you attempt to terminate your account is not that clear since we are not able to replicate whether you really sent the mail since we have no record about that. But since you used our ticket system earlier you knew all the way long how to contact us and how to get a reply for sure (all of your tickets were replies fast). So, please understand that we have no option to refund your payment from 2011-02-19. Thank you for understanding.
Kind Regards
Helge, Support
Servage Hosting
2011-02-21 10:25
customer
Please respond to this ticket.
2011-02-21 09:19
customer
Please respond to this ticket.
2011-02-21 07:56
customer
==========================================
Dear Servage,
I respectfully request that you refund the amount charged to our credit card on 19 February 2011.
I cancelled this account on the 19 February as instructed by Louis.
I believe that it is clearly evident that we do not require this account any more and that we intended that the account not be renewed.
In January I received an email advising that our credit card details were out of date. I replied to that email (to the address reply@servage.net) with a request to close the account.
Furthermore, as the email received did advise that our credit card details required updating I was confident that an automatic renewal could not even occur.
I was surprised to receive email notification of an order processed on 19 February since I had requested cancellation and understood that our credit card details were out of date.
I responded immediately to the order notification with a request to refund the amount.
Some time last year we stopped using this account and deleted most of our configuration.
In January 2011 we reviewed the servage configuration and deleted more of it to ensure we had not left any of our data before the account came to an end in February.
it is entirely clear that we do not require this account anymore and that we did not wish to renew the account.
Please respond to this message by refunding the amount charged to our credit card on 19 February 2011.
Many thanks,
Genuinely,
___
==========================================
2011-02-21 03:43
customer
Dear Max,
I am only after a resolution of this matter by way of a refund and therefore would simply like to know what time your billing department is open.
I am not interested in a lesson in calculating time zone offsets.
I acknowledge that unless I update this ticket during a time period in which your billing department is open then this circular dialog will only persist.
Please will you tell me how many hours from right now I should wait before repeating my request to servage yet again. Or if you prefer, please simply tell me what hours your billing department is open. I do not care which of these methods you use; I simply want to know when I should repeat again my message to servage such that the matter will be addressed rather than see this fruitless dialog continue.
Regards,
___
2011-02-21 01:19
Servage - Max
Please rate the reply here:
Hello ___,
We are using GMT time on our servers. This makes it easy to calculate to calculate your local time from it. E.g. if your time zone is -3 you simply subtract three hours from the GMT time in your script to get your local time..
We thank you for your patience and understanding.
Kind Regards
Max, Support
Servage Hosting
2011-02-21 00:39
customer
This is the second response I have received concerning replying again on Monday. It is Monday here. What time zone are you in? How many hours from now should I delay before updating this ticket once again?
2011-02-21 00:08
Servage - Max
Please rate the reply here:
Hello ___,
Thank you for submitting ticket.
Unfortunately due to unavailability of our billing department at this moment we are unable to assist you further. I request you to please update the ticket on Monday. Our billing department will get back to you at the earliest.
We are sorry for the inconvenience you had to face.
Kind Regards
Max, Support
Servage Hosting
2011-02-20 22:32
customer
Dear Servage,
I respectfully request that you refund the amount charged to our credit card on 19 February 2011.
I cancelled this account on the 19 February as instructed by Louis.
I believe that it is clearly evident that we do not require this account any more and that we intended that the account not be renewed.
In January I received an email advising that our credit card details were out of date. I replied to that email (to the address reply@servage.net) with a request to close the account.
Furthermore, as the email received did advise that our credit card details required updating I was confident that an automatic renewal could not even occur.
I was surprised to receive email notification of an order processed on 19 February since I had requested cancellation and understood that our credit card details were out of date.
I responded immediately to the order notification with a request to refund the amount.
Some time last year we stopped using this account and deleted most of our configuration.
In January 2011 we reviewed the servage configuration and deleted more of it to ensure we had not left any of our data before the account came to an end in February.
it is entirely clear that we do not require this account anymore and that we did not wish to renew the account.
Please respond to this message by refunding the amount charged to our credit card on 19 February 2011.
Many thanks,
Genuinely,
___
2011-02-19 14:12
Servage - Louis
Please rate the reply here:
Hello ___,
Thank you for your reply.
If you cancel the account still you will have the access to support tickets from your control panel. So you will be able to contact us via support tickets. Also, if you cancel the account then also it will be active till 2012-04-22. So, you can have access to all the control panel options. But once if you receive the refund, you will not be able to access the control panel options except the "Account" and "Support" menu.
Kind Regards
Louis, Support
Servage Hosting
2011-02-19 14:01
customer
Thank you Louis.
I have refrained from using the Cancel link to close this account until this matter is resolved as I am concerned that we may not be able to continue this dialog using your ticket system if the account is closed.
I will now proceed to use the Cancel link to terminate the account. In the event that we are unable to use this ticket facility to continue this dialog can you please communicate directly with me using the email account ___.___@___.com.au.
2011-02-19 13:53
Servage - Louis
Please rate the reply here:
Hello ___,
Thank you for your reply.
I have checked your accounting details and found that the actual renewal date is 2011-02-22 and the account got renewed on 2011-02-19. We suggest you to please cancel the account from your control panel now. After that, please update this ticket on Monday morning. We will discuss this issue with our billing department and if we can provide you the refund then we will definitely do it. Our billing techs will check whether you will be eligible for refund or not and then they will decide the further action. So please cancel the account now from your control panel and then update this ticket Monday morning.
Kind Regards
Louis, Support
Servage Hosting
2011-02-19 13:38
customer
Thank you for your reply Louis.
I believe I have made it crystal clear that we do not require the services of servage anymore and that on 25 January we did attempt to instruct servage to terminate the account by email.
I completely understand what you are saying about your terms. I recognise that had we been aware of your Cancel link and used that instead of our attempt to email our instruction to you we may have terminated the account before your charge to our credit card and avoided this dialog.
I urge you to consider that I have promptly responded to your email notification of the charge to our credit card that occurred today. I have immediately brought to your attention that we attempted to instruct you to terminate our account in January.
I urge you to put ethics in front of pragmatism and fully refund the charge made today and terminate the account.
2011-02-19 13:21
Servage - Louis
Please rate the reply here:
Hello ___,
Thank you for your reply.
No, I am suggesting you to use the account till 2012-04-22 and before 2012-04-22, please cancel the account from your control panel. After that, your account will not be renewed.
Kind Regards
Louis, Support
Servage Hosting
2011-02-19 12:29
customer
Thank you Louis,
Are you suggesting that if we cancel the account using your Cancel link then servage will refund the amount charged today?
Regards,
___
2011-02-19 10:55
Servage - Louis
Please rate the reply here:
Hello ___,
Thank you for your reply.
We have checked the events of your account on our servers and found that there is no any request for cancellation had been made for your account. On 25 January 2010, you have deleted all your FTP accounts as per the account events. But no any request made to cancel the account. So, now the account has been renewed and as per our terms of service, we do provide refund if the cancellation done within 5 days of new account sign up.
We suggest you to cancel the account now and your account will not be renewed further and it will be canceled on 2012-04-22.
If you still have any further queries then please let us know, we will be happy to assist you further.
Kind Regards
Louis, Support
Servage Hosting
2011-02-19 10:43
customer
Hi Carl,
Thank you for your prompt response.
To follow is a verbatim copy-and-paste of the my email reply to servage inclusive of the email from servage to which I replied.
You will see from this that we requested cancellation of the account on 25 January 2010.
Can you please acknowledge our intent to close this account in January and refund the amount charged today and close the account.
Regards,
___
from___ <___.___@___.com.au>
sender-timeSent at 11:44 AM (GMT+10:30). Current time there: 9:07 PM. ?
toreply@servage.net
dateTue, Jan 25, 2011 at 11:44 AM
subjectRe: {id:3146188} [____] Credit Card will expire
mailed-by___.com.au
hide details Jan 25
Can you please close this account and credit the amount for unused services.
- Hide quoted text -
On Tue, Jan 25, 2011 at 11:04 AM, Servage Hosting <reply@servage.net> wrote:
Dear ___,
Thank you very much for being a customer!
We are contacting to you because the Credit Card we have on file
will expire 2/2011. It is of the utmost importance that your
Credit Card details is always kept up-to-date, therefore we kindly
ask you to update your Credit Card details in the administration panel:
Link:
<https://cp.servage.net>
Please contact your client advisor by replying to this email if you have
questions regarding your account or this Credit Card update.
Thank you in advcance.
Best regards,
Your Team, http://www.servage.net
This is an automated email. For questions or concerns kindly
open a support ticket via the control panel: http://cp.servage.net/
2011-02-19 06:57
Helge
Please rate the reply here:
Hello ___,
you are free to cancel your account when ever you please. We don't have a period of cancellation for the benefit of our customer. But, please understand that a cancellation has the effect that the subscription the customer and Servage placed won't be renewed. That means if you cancel your account today via the mentioned link your account will run for your paid period (till 2012-04-22) and won't renewed than. You wrote that you sent a mail to an email address. I am not able to replicate weather the mail was sent and to what address the mail was sent. As a matter of fact I am not aware of any cancellation request. Since we didn't receive a cancellation of your account before the renewal date of 2011-02-19, we extended your account according to the contract. Please understand that we can't refund your payment from 2011-02-19 basing upon these facts.
Kind Regards
Helge, Support
Servage Hosting
2011-02-19 06:19
customer
Hi Carl,
Thank you for your response.
You are correct that there is no ticket for our cancellation request. As I stated previously, the request was by way of an reply to an email sent by servage. That email from servage was to advise that our credit card details were out of date. We did not address the credit details matter but instead responded with a request to close the account and refund any outstanding amounts.
I was very surprised to find that a transaction did occur today after having been advised that our credit card details were out of date.
My expectation was that the account would be closed and that there was no way any charge could be made to us since you had advised that our credit card details were out of date.
We did not open a ticket with a request to close the account and we did not use the Cancel link on your site as we were not aware of the method and had instead instructed servage to close the account using email which is commonly an acceptable form of communication.
My only intent here is a) to receive a full refund for the amount charged to our credit card today and b) have this account terminated.
Please respond directly to the following questions:
1) We are happy to use the Cancel link on your site if that is your preferred method and if by doing so we will be fully refunded for the amount charged today. Question: will we be refunded in full if we use the Cancel link?
2) If the Cancel link approach will not achieve a full refund for us then will you please acknowledge our request to close this account which is expressed clearly on this ticket and forthwith fully refund the amount charged today and terminate the account?
3) If both the cancel link and the method proposed in point two above are not acceptable to you and will not fulfill our expressed intent then can you please clearly identify how you would prefer us to terminate this account with a full refund of the amount charged today.
2011-02-19 03:54
Servage - Carl
Please rate the reply here:
Hello ___,
Thank you for submitting ticket.
We have checked your previous ticket and have not found any cancellation request placed by you. When a customer enrols with Servage he agrees on a subscription. The nature of a subscription is the automatic renewal of the account unless of one of the contract partner (or both) are cancelling the contract. Please note that credit card is a automatic mode of payment. Furthermore, I didn't see that you have canceled the servage account via the link, hence the order was generated and your credit card was charged.
Kindly fill out the cancel form at this direct URL in your admin panel:
https://secure.servage.net/cp/account/customer_data/action:cancel
I have also removed the credit card details from the file now.
Please get back to us if you need any further assistance.
Kind Regards
Carl, Support
Servage Hosting
2011-02-19 03:47
customer
We do not require this account anymore and requested cancellation of the account in january by way of replying to an an email from servage.
Our request had been ignored and a charge for 14 months hosting has been made to our credit card.
Please refund in full our credit card and close this account as requested previously by email.
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