Unknown VPS charges

Customer Support Customer Only Discussion
1

Hi, I’m coming to the forums because I’m tired of the answers I get throw e-mail where people answering doesn’t even read half of the problem.

A couple of weeks ago I created a VPS plan to test it and now I found out I’m being charged $4 extra because of VPS processes. I didn’t even used the plan and never knew there were going to be extra charges. I’m asking you to remove those charges or show me exactly where that information is stated and how should I had known upon time I was going to be charged more.

I copy you here the e-mail exchange because besides taking hours to answer, they never see the full picture. I hope someone could clarify this for me here.

Thank you very much.

— START EMAILS —
Hi, Mahendra how are you?
I’m a little tired of your poor customer care.

It seems you don’t get it. I would never had done such “actions” if I knew I was going to be charged. As I can’t find any information on those extra charges on your site, I demand you remove them. If you show me how could I know I was going to get charged that amount of money for something I didn’t even used, I’ll take the responsibility.

Thank you very much.

-----Original Message-----
From: Billing-JodoHost [mailto:[email protected]]
Sent: Monday, March 17, 2008 06:24
To: …
Cc: ‘Billing-JodoHost’
Subject: RE: Outstanding Balance Notification

Hello
Our automatic billing counts every action which you take under your
hosting plan & that’s your responsibility.

Thanks & Regards
Mahendra
Jodohost Billing Department

-----Original Message-----
From: …
Sent: Sunday, March 16, 2008 3:53 PM
To: ‘Billing - JodoHost’
Subject: RE: Outstanding Balance Notification

Hi,

As I’ve stated on my previous e-mail I was just trying to test the VPS
service and I didn’t even use it.
I ask you remove the extra charges as there is no place where that cost is
stated on your site. If there is, please provide a link to me.

Thank you very much.

From: Billing - JodoHost [mailto:[email protected]]
Sent: Sunday, March 16, 2008 01:08
To: …
Cc: [email protected]; [email protected]
Subject: RE: Outstanding Balance Notification

Hello,

$4 charge was for processes that you have included in your VPS. You have
LiteHost reseller plan and in LiteHost plan 10 processes are free and you
have included 50 processes in your test VPS and cost for 1 process is
$0.10/month so for 40 additional processes included will cost you $4/month.

Actually first you had included 100 process but after that you have reduced
that to 50 otherwise this charge had been $9 for additional 90 processes.
[…]

Please feel free to contact us anytime.

Best regards,
Kawaldeep

-----Original Message-----
From: …
Sent: Sunday, March 16, 2008 5:54 AM
To: [email protected]; [email protected]
Subject: RE: Outstanding Balance Notification

Hi!

I’m writing you because recently I created a VPS plan from my reseller account just to test it and now I see I was charged $4 more than usual. I didn’t even use the VPS, but apart from that I don’t understand why I was charged or where are those prices stated. I couldn’t find any on the site and I would like to get those charges cancelled because I didn’t even make use of it.

Please clarify how VPS charges are handled for me.

Thank you very much!
— END EMAILS —

2

hello,

I do not really see a problem in the answers there, it was explained that the plan usage charges this, and it only confirms for end users extra billing like this.

It is a finite resource and not “summary usage” based like bandwith and space, and those always charge upon plan signup to the reseller account.

The reason no “do you wish for this charge on the reseller” account is presented is because it only happens during end user signup, and if such a question was presented to an end user just imagine the confusion that would erupt from that question.

3

I think eehost tries to ask where he can find the information regarding charges above 10 processes.

If I remember it well the extra costs per process was clearly stated on the reseller-plan-info-page:
( Reseller Hosting for Agencies & MSPs - White Label Platform | JodoHost | JodoHost )

However VPS was removed from the standard Reseller plans for new resellers. So jodo removed all the VPS-pricing-info on the resellerpages. And they also removed things like additional cost per process etc.

In this case I think don’t bother about the few dollars… However that maybe applies probably only to non-US customers, as the dollar-rate is very low nowadays… :wink:
And if you want them back I advice to send a request to billing, where you explain that the additional-VPS-costs-reseller-info is being removed by jodo, they are always very reasonable and understanding people to me.

Regards,
Jan-Pieter

4

ohh this is possible, here it is:
http://jodohost.com/reseller-old.asp

5

yes, that’s it!

6

Right! That was actually the problem. I would never had tryed the VPS without knowing I was going to be charged extra for the resources, and the information wasn’t available anywhere.

Customer care sucks in this respect, and they weren’t reasonable so I had to “don’t bother about the few dollars” as jpveen stated.

Thank you anyway.

7

I really don’t see where they weren’t reasonable at all. They didn’t give the link to the old plans, but maybe it was because they did not know, however these settings can be found in the control panel under your reseller account login there are two places to check under the billing tab you have reseller charges, and recurrent both will give you a rundown on charges/overages/refund rates.

8

Stephen, I know you’re one of the few people around that is responsive and knows what’s talking about. I was finally given the old reseller plan page to take a look at. And you’re right I can see the reseller charges on the billing tab, but I didn’t notice that before.

I tell they weren’t reasonable because besides letting them know I didn’t found the information online and that I didn’t even used the VPS I had to pay for the extra charges. jpveen told Jodo is usually reasonable about this matters but none of the answers I was given was reasonable to me. I just paid for something I didn’t know I was going to be charged and that I didn’t use.

But that’s not the problem really, the problem is the communication skills of most of the support staff are lacking. I opened another thread on this forum about it: http://support.jodohost.com/showthread.php?t=12106 .
I’ve just checked my accounts and the payment made two days ago still isn’t credit to them. So I risk my account being canceled because Billing doesn’t check e-mail often and when they do they just don’t read it.

Is there anyone responsible I could talk about this with?

Thank you very much.

9

Paypal can be a problem, only a few people have access to it for security reasons, so you are very limited in who can help. (And I can not)