[cobalt-users] Communitech.net Nightmare

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Communitech.net  NIGHTMARE

Hi All,

Just thought I would share an experience I had today with Communitech.net .
If you ever have an interest with Commitech.net, you may consider the
situation below.

We have a dedicated RaQ3 with this company called Communitech.net.  They
host a RaQ3 of ours that we host Ecommerce sites on.  We've used them for
this purpose for the previous 6 months.  Our other RaQs are in a Florida
datacenter (thank GOD!).

Anyway, today, I awoke to a server down notice from an automated system we
have.  I couldn't ping the server so I called tech support.  They told me
that billing had turned off the server.  It turns out that Communitech.net's
billing system had failed to bill me for last month without my knowledge.
They reallized this error on Friday, when my server was due again.  They
then attempted to bill my card twice.  It failed because I had just
cancelled the card because of a company adding un authorized charges on teh
card. It was my bank who told me to cancel the card, and they said they
would reissue me a new one within 2 weeks.  Anyway, Communitech had sent me
an email about the 2 charges that did not go through and I replied with this
explanation.  However, I was not aware of the billing error from the
previous month.  I thought that they were billing me for the current month,
so I asked them to please wait until next friday, Oct. 20th.  They did not
reply, and I mistakingly assumed they would wait as I requested.  Boy, was I
wrong.  However, the point of this is not that they made an error, or that
they turned off my server.  The point is, I am a paying customer.  They made
a billing mistake.  Turned off my server.  Fine.  However, I am astonished
at the amount of time it took me to get my server turned back on.   If it is
a money issue to them, well, I had the money.  Yet the billing person
treated me very poorly as if I was a derellict for not paying my bill.  I
had never NOT paid a bill to them before.  How sudden a judgement this was.
Please read on if you are interested.

At 10:00 AM EST, I call Communitech.net tech support to inquire as to why my
server is down.

>Communitech:  Your server has been turned off by billing.
>Me:  Why??? ( I implored.)
Communitech:  Dunno... you have to talk to billing... I'll transfer you.

After holding for 20 minutes  (I am not exagerrating, I timed it!)  I
finally get a guy who says he doesn't normally work in billing, but he may
help.

>Me:  My server's down and the tech said it's because of a billing issue...
I think there has been a mistake, can someone turn it on and resolve this
with me?
>Communitech billing guy:   Um, that's terrible.  The billing person is out
of the office, and I can't contact her.  But I'll leave her a message.
>Me:  But, sir... your company has turned off a web server of ours and I do
not know the exact reason why.  Can you at least tell me this?
>Communitech billing guy:  Um, no, I don't have that info, but Christine,
the billing manager can help you when she gets back.
>Me:  <exasparated> Okay, when will she be back?
>Communitech billing guy:  I don't know.
>Me:  You don't know?  Okay, well is there someone in charge I can talk to?
My server is down and I have over 100 unhappy customers.
>Communitec biling guy:  Yes, I understand.  I will leave her your message.
>Me:  <In disbelief>If that is my only option, okay, but please remind her
that our server is unreachable, and I believe this to be an error.

I then waited 30 minutes or so and no one called me back.  I then called
billing again.  This time I got a different person, but not the billing
manager who evidently is the Dedicated server Goddess at this company.

>Me:  Hi, may I speak to Christine?
>Communitech billing person:  She is not in, I think she is at lunch.
>Me: <calmly>  Okay, well, my server is down and no one seems to be able to
help me.  Is there someone there who can help me?
>Communitech billing person:  <sympathetically>I'm sorry sir, you will have
to speak to Christine, she is the one who can help you.  Can I take your
number and have her call you back?
>Me: <really exasparated> Someone has already taken this info.  Please,
please have here call me... this is urgent.
>Communtiech billing person:  I will sir

45 minutes passes without a phone call -- except that our tech support
department has received nearly 2 dozen phone calls about the server being
down.   I decide to call the sales person who I deal with at
Communitech.net.  Surely she will be able to help me.

>me  Alecia Cotter please.
>Alecia at Communitech Sales:  Hi Bill.  How can I help you.
>Me:  Alecia, my server has been turned off by your billing departemtn, and
I believe this to be an error.  However, I cannot reach anyone who is
willing to help me.  It has been over an hour now.
>Alecia: That's terrible.  I'm sorry about that.  Let me transfer you to
billing.
>Me;  <sharply>  No!!! Please, I have tried that and no one will help me.
Can someone please intervene and help me???
>Alecia:  I'm sorry but this must be resolved with Billing.
>Me:  I am very frustrated at this point, but I will call billing myself.

I then call billing a 3rd time and get the same message.... Christine is out
of the office and she will call me back.  I wait 2 hours, and then 3 hours
without a call back.  I then attempt to call billing again but am unable to
get through.

You can imagine my frustration by the time Christine at Communitech.net
billing departement finally calls me.

Rinngggggg:
>Me:  Hello
>Christine of Communitech:  <somewhat sharply> Bill Micke please.
>Me:  This is bill, is this Christine?
>Christine:  <coldly> Yes  (as if I should have know this)
>Me:  Great....  listen, my server is down, and they said you have turned it
off.  Why?
>Christine:  You are late on your payment.
>Me:  Oh, yes, I emailed you about the payment that did not go through.  I
had to cancel my card and I asked if you could wait until Friday.  I have
never ever been late before and I thought you would understand.
>Christine: <with a suspicious tone> I did not receive any email from you .
>Me:  No problem.  How do I get my server turned back on
>Christine:  We need payment
>Me:  I just told you, again, our new card will not be ready until Friday.
Can I pay with a check online (a viable request as most companies accept
this form of payment).
>Christine:  we do not accept payment by check online.
>Me:  <stunned and confused>Well, are you willing to hellp me out here??  I
feel like you are treating me like a derelect when your records clearly show
that this has never happened before.  I can pay your money, that is not the
issue.  The issue is that our company credit card has been reissued and we
do not yet have it.  Is there something you can do for me.
>Christine: We really need a credit card, but, I guess you can overnight
mail the payment to us.
>Me:  Fine, where do I send it to?

She then gives me the instructions

>Me:  Can you turn my server back o then??? I have 100 customers with sites
that are down and , well, since you guys made a billing error this is not
entirely our fault.
>Christine: No, I cannot turn your server on until you fax me confirmation
of the overnight payment.
>Me:  <in disbelief> Really???  Oh, I'm sorry, you guys were so nice when I
signed up, and I am just getting a very different vibe from you.  Okay, I
will do as you ask since I have no other option.
Christine:  Fine

So, I went down to the Postoffice, sent off the check for payment in the
form of an over night letter.  I got the receiplt and  then went back to my
office to fax Christine the receipt.

Problem... the fax number kept giving a busy signal.  I tried time and time
again for over 30 minutes, but could not get through.

I tried calling blling.... no answer.
I tried again  ..... Go a human, but they said I would have to talk to
Christine, but she was -- yes, you guessed it, OUT OF THE OFFICE.

In extreme exasparation, I again phone my sales agent at Communitech.net.  I
told her the story and she said that this fax number was out of service.
She then gave me a NEW fax number to send the receipt to.

I begged her to intervene in light of the circumstances.  I am a customer
who pays his bills..  I was not given a real chance here in my opiinion.

Alecia Cotter promised to retrieve the fax and take it to Christine.

However, My server is STILL DOWN,  7 hours later!!!!!

Take these comments as you will.  I never expected this to happen to me.  I
always pay my bills on time.  I could not help this situation with my card.
Yet, Communitech.net felt they must make me PAY for this situation, and I
mean PAY more than money!

COMMUNITECH.NET WILL NEVER GET MY BUSINESS AGAIN.  I WLIL BEGIN MIGRATING
THESE SITES TO OUR FLORIDA DATA CENTER.

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