They way you treat customers!

[heron87]

I spoke to live support and they are always great, what I wated was that my hosting is up to be renewed this months, so I spoke to Live support, who said yes if you contact billing support they can change your billing cucyle from 2 years to one, (which would have been fantastic for me as im low on cash at the moment)

I paid 2 years ago for the platinum package ($84 per 2 years and was told i could move down to $42 per year by live support) i contacted billing who sent me

''Dear Chris,

We revised our records and found that Platinum plan was available only with 2-year payment cycle. Unfortunately, we cannot change it to 1 year cycle.

You can renew the order with the old plan or upgrade to one of our new packages with annual payment.''

yet the lowest price plan you have is $83.40 per year thats only 60cents cheaper that what im payng now?

im not sure if its a money grabbing ploy by billing im just unhappy with the sudden lack of service!

[Maxim M.]

Hi Chris,

That was my fault. The thing is that most of our plans can be paid yearly. I didn't check that properly and provided you with the wrong information during chat. Your plan is quite an old one and there were no yearly payment cycles then.

Please accept my apologies. Billing team gave you the correct info. Now you may either keep 2-year with your old package or upgrade to our currently available plans and pay yearly.

Sorry once again.

[heron87]

but tjhats the thing your lower plan is basically the same as the plan i am on now so i really have no other choce other than look for another host or just digg deep

[Alan B]

You have a good deal because your old plan and pricing, which are no longer offered, is "grandfathered". So, if you want to keep it then WHB will not raise its price.

If you want to switch to a different plan, then you choose from the plans and pricing that are currently available. WHB has been very gradually increasing some of their prices so that they can hire more support people and, I hope, gradually discourage some of the low-price-seeking problem clients from coming here.

[heron87]

yes i do fully understand that, I do not want to leave WHB mainly because of their support which is like somthing I have never come across, I was just hoping on the yearly cycle (oppose to the 2 year) is there no way that this can be done? as paying $42 a year is the same as $84 per 2?

I would no problem pay the $84 but its just with the cash is at the moment for everyone its hard, as you may/maynot agree?

and we are all human Maxim M im always making mistakes! so no hard feelings eh!

[Alan B]

I do agree, times are getting tougher for many of us. I hope you'll find a way to stay. We need members who help to keep the forum active.

As for whether you can keep your same price but move to a yearly option, I'm not the one to ask as I am not staff. I'm just a client who helps in the forums. You'll need to get an answer from WHB.

[heron87]

who would be the person to ask for this to hopfully take place? as I can almost gaurentee next year I would be back on the 2 year cycle

[Alan B]

I don't know specifically whom to talk to. Perhaps you should open a Support ticket and choose Billing as the subject area.

[heron87]

I have done as thats where i got ''Dear Chris,

We revised our records and found that Platinum plan was available only with 2-year payment cycle. Unfortunately, we cannot change it to 1 year cycle.

You can renew the order with the old plan or upgrade to one of our new packages with annual payment.''

then the ticket was closed by who ever replied giving NO chance to respond

[Maxim M.]

All the discounts or non-standard issues are under authority of our management. So please ask about that in your billing ticket and they will consider such possibility. You may reopen it from your account at HelpDesk or submit a new one.

The compromise settlement could be leaving 2-year cycle but allowing you to pay the second part some time later. That's my own opinion and may differ from our management's one

[heron87]

Well Ill submit a support ticket again and ill keep you updated!

[heron87]

by the looks of things they dont seem to want to talk, before they got back to me in about 10 mins

Ticket ID: MII-966668

[Maxim M.]

Unfortunately both billing team and management are currently unavailable. The ticket will be replied within the following 12-18 hours.

[Alan B]

Billing issues often take longer for a response, since it is a much smaller group who have the knowledge and authority to deal with them.

[heron87]

well i hope to report back tomorrow with somthing positive

[Matt R.]

I looked over your ticket and we will respond in private. However, I want to reiterate that we honor all plan pricing for renewals. We always have and always will - we are not increasing the price. It is just if you change your plans, you have to sign up to a current plan on our site. It would be a logistical nightmare if we have so many different types of old plans and custom payment cycles.

Also, we have improved a LOT without raising prices for existing customers. We started off as a budget hosting company with very limited 24x7 support. We now have full 24x7x365 support via helpdesk, live chat. Phone support is advertised 9-5 but is actually more like 8-8. We take calls throughout the night if workload allows it too. This will be 24x7 in the future too; we have upgraded our phone systems and have sufficient redundant connectivity into our office now for significant amounts of voip traffic.

Our pricing is still very competitive if you compare us to the competition. We haven't gone the unlimited diskspace/bandwidth route as it is misleading. The competition gets around this with inode limitations and such. Again, we have no inode limitations (just a requirement that 90% of your disk usage is website related, which is fair considering we're selling web hosting).

I personally check our helpdesk every day -- it is the first thing I do every morning. Other managers at all levels do the same. Rarely do I see more than 10 open tickets in technical support or technical escalations. Billing is well within 20. Compare this to our competition and we're leagues ahead. Infact we compared helpdesk backends with some of our friendlier competitors at a conference recently and we were leagues ahead.

You do get what you pay for in hosting.

[heron87]

hi matt and thank you all for responding, I totally agree with what you have stated, its because of the service I have recieved by you all in the past 2 years im going to be digging deep and taking out your service once again! there is one thing here that stands out above the rest, and thats your support team, they are fantastic! and bend over backwards to help!

there is just one things I really need doing is moving my root, (currenty mbows.com) but thats no unused, and would like it chaging to psnlounge.com, so ill be submitting a ticket

but again thanks for responding!

[Alan B]

I'm glad to hear that you'll be staying.

[Veronique]

Once a client has a plan, he can remain that plan and price?

[Arkadij S]

We have a price freeze, so you make keep your account at the same plan and price for years.