Customer Service

Anyone who has worked in a customer service position would possibly have received a letter of this nature at some point in time, but this is a cracker.  This person was unhappy with their webhosting provider (Melbourne IT)…..a typical story of a large organisation not looking after the little guy (anyone who’s had to deal with Telstra will know how this feels). 

The thing I like about this letter is the fact that it was written (and sent) in the first place, because too many people will cancel services and/or boycott an establishment or organisation, then spread the word about how terrible the company is….and we all know that “word of mouth” is the best (or worst as it may be) form of advertising.  However, this doesn’t give the company an opportunity to improve their processes….so my recommendation is, if you’re really unhappy with a service you receive from anywhere, then let them know in writing.  Sure one letter probably won’t make a difference but if everyone started doing this when they’re not getting the service required, then companies would be forced to start looking at their failings…and for those of you who aren’t aware, most companies keep a file of all written customer complaints….

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I just want to tell you what appauling service you have. I have now changed my web hosting to be with a local Brisbane supplier and they are great, when I call them they answer the phone immediately. They are friendly on the phone and nothing is to much trouble for them. I ask them questions and they answer these within 24 hours.

When I was a  Melbourne IT customer I always tried to ring you and I would just give up and hang up. The last straw was when I was trying to get a refund off you guys for $x for my monthly web hosting when I notified you 3 weeks prior by email to hosting@melbourneit.com.au that I wanted to cancel my web hosting. No one contacted me and I was debited the $x the next month. On a call to your customer service centre, I waited to get to the front of the line (10 mins on the phone) and the guy proceeded to transfer me to web hosting only he accidently / purposely hung up on me - and I was fuming when he did this because he said to me have you sent an email to hosting to notify them? And I said yes I have already done that (wait 10 minutes in a queue to be told the same old thing). So I believe he hung up on me because I was angry, but I was rightfully angry. When I rang back, I was 7th in the queue and waited 15mins to get to the front of the line, this time I was transferred to Web Hosting where I was told that I had to pay off the remaining domain name as it was included in my monthly web hosting. That was fine by me, but when it came to debiting my account (I had a remainder of $y left to pay off on my domain name) your staff couldn’t figure out how to subtract the $x from the $y. So they told me that after they would debit my account for $99 that they would refund me the $x for the monies I already paid (when I notified you 3 weeks earlier). I was happy with that (didn’t really have a choice) despite being on the phone for a total of 50 mins!! I now look at my accounts and the guy from web hosting has not refunded my $x but actually debited my account again for this. I give up, I can’t be bothered ringing you up to get my money back because the person I ring will probably tell me he can’t do it, surprise surprise.

Oh and another thing, this happened months ago now when I was thinking about getting my website done up by you guys because I had a sales person ring me from Melbourne IT. I told her I needed to think about it, she pushed me to get something debited when I didn’t want to. Then she proceeded to call me about 15 times on my mobile. I had to put my mobile on silent because she was being so annoying it wasn’t funny.

You guys have appauling service and I am prepared to tell everyone I know in Brisbane to not use your services. If you had of been able to fix up my circumstances in the later part in a decent amount of time and with the right monies debited I would not feel this way. But that plus the previous times as a customer where I hung up in disgust because I was waiting on the phone to long combined reassures me that this is not an isolated case.

Not happy at all.

I suggest to you, as a person who is in business for themself to revisit ALL of your systems, staff, phonelines, debiting because it just doesn’t work.

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If you’re unhappy with your current webhosting provider and would prefer to deal with a company who values their clients, check out Ingenuity Hosting. 

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