Treating long time customers

Customer Support Customer Only Discussion
1

I received my overage bill today - and I expected it. I’ve been trying to get my disk usage down, but it’s been steadily increasing. I didn’t think it would be a big deal…I pay Jodo a LOT of money for extra domains I don’t use, but it’s not a big issue.

However, when I received a nearly $200 overage bill for less than 2 GB I was shocked.

The reply from billing was equally insulting - you’re on an old plan, so we’re going to charge you 50x what a new customer is charged.

We all know that is absolutely ridiculous.

I guess you just don’t want long time customers - it’s better to get rid of us and sign up new folks.

2

We always work this out with customers, did you make a ticket or go via billing@?

We try to treat all well, I will have it checked for any tone or issue here and ensure that is corrected, we don’t want to push anyone away!

3

I hope you will find this case resolved. And we will be changing the way billing works in cases such as this so it is kinder/gentler tone and won’t make customers mad :slight_smile:

4

Sadly, this issue will probably force me to leave JodoHost.

I’ve been a long time customer, and this is just unbelievable.

Right now I’m battling with live chat trying to even determine my actual usage. THEY REFUSE TO PROVIDE THIS INFORMATION!!!

it will be refresh at the end of month of the billing data

I have asked several times now and they refuse to provide that information.

Is this truly impossible for JodoHost to provide?

5

Let me clarify the above post - I have an account under my reseller plan that is inexplicably using a LOT of disk space.

I have cleaned up files and removed about 26,000 files and 400 MB of data - yet it still shows 1.4 GB of disk space used - I’ve checked through the directories again and again - I downloaded the entire contents, including log and stat files - I only come up with 44 MB

Using the File Manager from the Control Panel I deleted ten 1 MB files. The ‘bytes used’ as displayed in the File Manager IMMEDIATELY went down by 12 MB…but it still shows almost 1.4GB of space used…

I’ve been trying to clarify with live chat how this is possible - it’s displays an average usage, yet when I delete files it instantly updates…I don’t understand!

I downloaded the entire account and it was only ~450 MB of data - yet it shows as 1.4 GB?

I honestly don’t know if there is a problem, or if this is accurate - but according to live chat I just have to with until the end of the month for a new bill to see if it’s accurate.

6

One more update - now that I’ve closed my Live Chat I can’t access the File Manager!

Maybe the connection was reset, so I log out and log back in - that works fine. Click on the File Manager link from the Control Panel - NOPE!

Try user name and password…still NOPE!

Wow - how could that be possible?

I’ve been using File Manager for several hours…no issues until I contact Live Chat.
Obviously they’ve done something that is now preventing me from using File Manager.

I guess I need to spend more of my time trying to find out how they broke this…

7

Regarding File manager issue, We are able to login into end user account’s (which you provided on Live chat) webshell without any issue. So could you please re-check it.