Read this story carefully. I and Jodohot

A

arihantjain

Guppy
hello members,
I will tell you a true story.
I was a H-Sphere Reseller with jodohot since last 4 months. Everything was fine and good. :) There is a offer by Yash, Get 1 month free on valueHost and above plans.
After signing up, I sended a mail to jodohost to avail the offer. They replied that after 4 months of payment, I can get one month free.
Four months were over. I was thinking to change the host as I got a cheap one. But suddenly, I remembered that one free month is left. I will change the host after free month, thru this I will save 1 month cost.
Jodohost charged me $37 for the 5th month which must be my FREE MONTH.
So, I mailed to the billing department and said to refund my $37 and credit me one free month.
Below is what I wrote:
From: Tripple Host Arihant Jain [mailto:[email protected]]
Sent: Friday, September 28, 2007 8:52 PM
To: [email protected]
Subject: my free month

hello,

Order: #6233760-6925444-1
Account Username: arihantjain


This was my free month. Yes, a free month. Check this. http://support.jodohost.com/showthread.php?t=6525

My credit card was automatically charged $37. I wanted to pay through the other credit card.
Once I recieved a mail from you for the due of my reseller account. In that mail, there was steps written to pay thru cc. I completed the steps and today the same cc was charged automatically.

Please reverse the payment as I may not continue after the next month.

Thank you,

Yours sincerely,
Arihant jain
Click to expand...

I didnt recieved a reply from them, so, I talked with Mahendra and he phone me and said that I should send a mail to billing again and say to them to credit me one month.
Now, Below is what I recieved from them.

Hi
According to our special offer we gave you credit for 1 month. Please check your billing statement.

Let me know if we can assist you further

Thanks & Regards
Mahendra
Jodohost Billing Department
Click to expand...

Yes, I saw my Billing Statement.. I saw that I was credited one month.
But there was nothing written about the refund.
So, I had a live chat with billing department again.
Below is what we had the chat. READ IT PROPERLY.
info: Please wait for a site operator to respond. You are currently in queue and if this is a support query, you may have to wait for up to 15 minutes depending on support load. If this is a non-urgent support query, we STRONGLY recommend you open a ticket (if you haven't already done so)
[19:07:06] info: You are now chatting with 'Gineey'
[19:07:09] Gineey: Hello. How may I assist you?
[19:07:16] Arihant Jain: hello
[19:07:51] Arihant Jain: I sended a mail to you by the subject: my free month
[19:07:56] Arihant Jain: plz check
[19:09:14] Gineey: when you have sent the same ?
[19:09:37] Gineey: ok
[19:09:39] Arihant Jain: From: Tripple Host Arihant Jain [mailto:[email protected]] Sent: Friday, September 28, 2007 8:52 PM To: [email protected] Subject: my free month
[19:09:44] Gineey: Mahendra has already replied you
[19:09:45] Gineey: Hi
[19:09:45] Gineey: According to our special offer we gave you credit for 1 month. Please check your billing statement.
[19:09:45] Gineey:
[19:09:45] Gineey: Let me know if we can assist you further
[19:09:45] Gineey:
[19:09:45] Gineey: Thanks & Regards
[19:09:45] Gineey: Mahendra
[19:09:45] Gineey: Jodohost Billing Department
Arihant Jain: yeaj
[19:09:54] Arihant Jain: yeah
[19:09:55] Gineey: please check your emails and billing statements
[19:10:02] Arihant Jain: Yeah
[19:10:07] Arihant Jain: I have checked
[19:10:21] Arihant Jain: thanks for crediting me one month
[19:10:31] Arihant Jain: I want to ask one thing
[19:10:46] Arihant Jain: I was charged $37 for this
[19:10:54] Arihant Jain: was this payment reversed
[19:11:22] Gineey: you can use this payment for next month
[19:11:30] Arihant Jain: no. no . no .
[19:11:38] Arihant Jain: I may not continue
[19:11:53] Gineey: then we will refund this when you fill cancellation
[19:12:22] Gineey: *if applicable
[19:12:54] Arihant Jain: plz give me the link to the cancellation form
[19:13:39] Gineey: please fill the following cancellation form http://jodohost.com/cancelform.asp
[19:14:14] Arihant Jain: Ok. I will fill it. But plz be sure that you dont cancel my free month.
[19:14:46] Gineey: free month will be applicable if you stay with us for four months
[19:15:06] Arihant Jain: Yeah, I am with you since last 4 months
[19:15:19] Gineey: then it is ok
[19:16:07] Arihant Jain: what's my account id
[19:16:13] Arihant Jain: my username is arihantjain
[19:16:49] Gineey: you can check your login details email
[19:17:09] Gineey: you will find all the information required to fill in this cancellation form
[19:17:26] Arihant Jain: I may have lost it
[19:17:36] Arihant Jain: I jv the password and everything
[19:17:41] Arihant Jain: except account id
[19:19:38] Gineey: 6233760
[19:19:47] Arihant Jain: ok
[19:19:50] Arihant Jain: thanks
[19:20:27] Arihant Jain: I have sended the form. Plz ..plz be sure that you dont cancel this free month.
[19:21:23] Gineey: we will verify your request within next 24 hr.
[19:21:30] Gineey: after that we will do the needful
[19:21:33] Gineey: and inform you
[19:21:39] Gineey: Is there anything else I can help you with ?
[19:21:40] Arihant Jain: ok. thanks
[19:21:43] Arihant Jain: a lot
[19:21:45] Arihant Jain: no
[19:21:46] Arihant Jain: bye


Navigation
# URL Time
1 http://www.jodohost.com/ 19:06:09
2 http://jodohost.com/cancelform.asp 19:14:04

Pre-Chat Survey
What is your name? (identifier) Arihant Jain 2007-09-30T13:37:01+00:00
I am: HSphere Reseller 2007-09-30T13:37:01+00:00
What is you Email Address? [email protected] 2007-09-30T13:37:01+00:00
What is the nature of your question? Billing 2007-09-30T13:37:01+00:00
Your account username (if applicable)? arihantjain 2007-09-30T13:37:01+00:00
Click to expand...
So, I filled the form and I recieved a reply from them.
arihantjain 6233760 5/28/07 ValueHost
Dear Arihant,
We feel sorry to receive the following hosting account cancellation
request
from you. To let us proceed with your cancellation request, kindly
reply
this mail back to ensure authorized cancellation. We appreciate your
cooperation in this regard and assure you will get an immediate
response
from us.

We will only be able to proceed with your below request once we hear a
reply
from you
Best Regards,
Gineey
Click to expand...
Now i REPILED THEM, READ below again properly.
Hello,

YES, Please do cancel it. But please dont cancel my free month and refund me $37 which was charged by mistake for the free month.
Thank you,
Yours Sincerely,
Arihant Jain
Click to expand...

I checked my account, I was not able to log in.. My total account was cancelled including my free month......... :(
I again had a live chat with billing department.

I forced them to give my backup. The devloper made my site using php and mysql. I recieved the backup of the php files. not my mysql. which is really important.......

Now, they terminate the live chat whenevr I try to talk to them.
I lost my clients as well as my valuable sites....loss of more than $500...
I dont care with my money. My business is lost!

This can happen with anyone. BEWARE!!!
:( X( ;(
 
Please read the Cancellation Form Statement carefully. It is clearly stated that, when you fill-in cancellation form, your account will be deleted. We have deleted your account exactly as stated. Billing Department makes refund after account gets deleted.
 
I was asked to do that! I said many times that "DONT CANCEL MY FREE MONTH" .. no one told me that after filling the cancellation form ..my whole account will be deleted.
:(

Please read my above post carefully. I contains every information
 
Please read our Terms of Service http://jodohost.com/tos.asp,

"Refunds/Cancellations

All Service Accounts must be cancelled by filling out the cancellation form at http://www.jodohost.com/cancelform.asp...."

Also, http://jodohost.com/cancelform.asp

..."If you are a Reseller, before submitting this Cancellation Form, please delete all account in your Reseller Admin CP including Admin Account. This is important before we can accept this Cancellation Form...."

From above, it is clear that after Cancellation process is complete, we will not have any Reseller/Customer data on our servers.

In you email you had replied "YES, Please do cancel it. But please dont cancel my free month and refund me $37 which was charged by mistake for the free month."

We have already refunded your payment.

We do not understand where are we wrong here. We have correctly followed our account Cancellation procedure.
 
First of all, Why are have you written the TOS indirectly? Why you have not written directly that the reseller account willl be deleted completly.

You read the word, "Cancel" , "Refund" only.. in the whole email and you deleted the account. You didnt read "PLEASE DONT CANCEL MY FREE MONTH" ??? Is there any joke going on?

.............
 
Arihantjain,

Once the cancel form is filled the cancelation is in place, we will not continue to "hold" the account in place, this can not work from a billing perspective and would cause many errors and problems. We state clearly that once the form is filled all accounts should be removed.
 
Dude,

According to what I read, they already credited your account for a free month. Secondly, why in the world would you want to leave JodoHost anyway??? They are a great hosting company, and have great support.

-- W.G.
 
Ari...,
Are you looking for sympathy from other clients? Is that why you put this in the forum?

Obviously, the person you chatted with and the person who handled the cancellation did not compare notes. Maybe this is a good example why chat is not the greatest -- a ticket with that documentation may have been better as it would have been documented.

I agree with you that it would have been nice to say, 'Cancel my account on Month, Day, year' and to have it happen then. Since I have not cancelled my Jodohost service (which entails much more than $500 in business) I do not know if there is an effective date on the cancellation form.

So, could Jodo have communicated better with you? yes. But, such is life. At the same time you should always be wary when you fill out a form to cancel that it will likely be immediate. No one is going to be looking every day to see if it is time to close your account. that is your job.

I like jodohost. Are they perfect? No way. But they work hard and provide a great product.

thanks Jodo!
Tim
 
arihantjain said:
After signing up, I sended a mail to jodohost to avail the offer. They replied that after 4 months of payment, I can get one month free.
Click to expand...

Without reading the email it's hard to know where you stand. Were there terms and conditions attached?

If I receive an email and it says 'Win, 1 million dollars!' that doesn't mean that I will automatically be legally entitled to win 1 million dollars when I open the email. There are terms and conditions attached. I'm guessing that one of the terms and conditions of availing of the offer was to notify jodohost (at least) 1 month in advance before you wanted to cancel the offer.

Did their reply email contain terms and conditions?
 
If I understand this situation right, this all started from your desire to get the 5th month for free. Was it it worth to put up a fight to get a $37.00 worth of services? Was this all worth it?

Dude, I can't extend my sympathies to you. You caused your own clients to loose their website only because you wanted to save yourself 37 bucks ??? What, a hell, is more important to you? Your clients or $37.00?

I am not saying that everything was handled perfectly. I just can't understand how someone can fight that hard for so little. And it's not like Jodo denied the claim. They already credited the account. It was enough to wait to the next billing cycle to see that the credit card would not be charged, but you wanted your money back right now.

At this point, being in your shoes, I would politely apologize for the miscommunication on my part and kindly requested the restoration of my accounts in efforts to minimize the damage to my clients. Posting complaints and flammatory notes will not get you far.
 
In Whole Story, he forgot to mention:

----- Original Message -----
From: [email protected]
To: edited
Cc: [email protected]
Sent: Tuesday, October 02, 2007 11:02 AM
Subject: RE: Fw: Account Cancellation

Hello

We have refunded your payment to your payment gateway please check.

Let me know if we can assist you further

Thanks & Regards

Mahendra

Jodohost Billing Department
Click to expand...

Also, we tried to find backup of his account, but is failed to give us any server details of his end user. Without which it was not possible for us to provide him any backup.
 
Interesting situation. Two things occur to me:

1. arihantjain requested a cancellation of his reseller account *before* backing up client's data, making sure they all work with his new provider, etc. He relies on the word of a support guy (no offence;)) that his account will remain active for a month after a standard cancellation notice. Even if that were enough time to make the move; even if the communication was perfect - "stuff happens". This is the computer biz - always expect the worst to happen. When walking, make sure your front foot is down *before* lifting the other one.

2. I once cancelled a reseller account at another HSphere host. One of the conditions of cancellation was that I manually delete ALL my client accounts AND plans, including even my Admin account, BEFORE they would proceed with cancellation of my reseller account. I think that's a great policy; I'd suggest Jodo adopt that process to avoid this sort of situation in future.

dat's my 2c
 
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