Hostgator Sales – Refund Without Explanation
How does this work then HostGator? Is this the pre-sales experience that all of your customers get?
Just refund your customers with no explanation? Isn’t this a litte bit rude perhaps? Perhaps it’s just me:)
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**Chat transcript**
My primary domain is ****.rolosoft.com. Sales processing problems
(12:10:20 PM) System: There are currently 0 people in front of you and 133 chat technicians assisting customers.
(12:10:33 PM) Matthew He: Thank you for contacting HostGator Live Chat, my name is Matthew. I will be happy to assist you today.
(12:10:45 PM) Rowland O’Connor: Hello. Can someone help please?
(12:10:58 PM) Rowland O’Connor: Hi Matthew
(12:11:22 PM) Matthew He: I am pulling up your account at the moment.
(12:11:24 PM) Rowland O’Connor: I’m trying to order a Business package but there seem to be some problems
(12:12:55 PM) Matthew He: What issue are you experiencing when you are trying to purchase a business account Rowland?
(12:13:32 PM) Rowland O’Connor: Purchased by PayPal on Friday. Heard nothing, today Hostgator refunded via PayPal
(12:14:11 PM) Rowland O’Connor: Trying again by credit card but the screen says I already have an account (news to me)
(12:14:26 PM) Rowland O’Connor: Remind password function not sending details to me
(12:14:44 PM) Matthew He: It looks like we attempted to call you to verify the account.
(12:14:53 PM) Matthew He: Before I can disclose private information regarding your account, I will need to verify your billing information.
(12:15:00 PM) Rowland O’Connor: OK
(12:15:00 PM) Matthew He: For security purposes, I will need you to verify your identity by providing the PayPal transaction ID of your most recent payment, or the last 4 digits of the credit card on file for the account, depending on your payment method. I apologize for any inconvenience this may cause.
(12:15:40 PM) Rowland O’Connor: You have successfully signed up for a subscription to HostGator Web Hosting using PayPal.
Your first subscription payment, for $11.96 USD, has already been sent to hostgator.com.
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Subscription Details
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Date of Sign Up: 5 Aug 2011
Subscription Name: HostGator Web Hosting Subscription Number: ********
(12:16:29 PM) Rowland O’Connor: Our office phone is not contactable at weekends, but voice messages can be left
(12:17:22 PM) Matthew He: We would need to be able to call you or you can call us to verify your account. Another method would be that you can submit a scanned copy of a photo ID to verify@hostgator.com if you are unable to call us.
(12:20:25 PM) Rowland O’Connor: Hmm. Wouldn’t have minded doing this if this was made clear upfront (or asked for by email). Sorry Matthew, but I think I’ll be taking our business elsewhere on this occassion – I’m not filled with a warm, fuzzy customer feeling on this (unlike our previous Hostgator account)….Sorry & thank you for your help.
(12:21:00 PM) Rowland O’Connor: closed this chat intentionally.
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You tell ‘em Row!