Mis-sold or bad customer service?

[SamUK]

Ideally, I'm of the opinion that something like this should be kept between customer and business because it could be a simple misunderstanding. Having spoken to a rep on the phone (who in fairness was helpful to some extent) and following her instructions to send in a ticket, I can't say I have been overly impressed with how things have started.

In the early hours of this morning (ok. 4am ) I discussed with two seperate sales reps about the reseller packages available. I'm a small time developer and just wanted some way of offering hosting to the clients I have. Anyway, upon speaking with them, I was told that I would be entitled to a free WHM Autopilot license upon purchase but would need to contact the support team once everything was all set up which was fine.

I don't know if you have noticed, but the shopping cart actually says 200 cpanel accounts whereas the front page says 50. I discussed this with the rep this morning and was told it was just an error and I would need to contact support, again, to fix it if it was incorrect because the .co.uk site is new. Again, I have absolutely zero quarrels with this. Not a problem in the slightest. Now it starts going downhill.

I contact support, killing two birds with one stone asking about the mismatch of cpanel accounts as well as requesting my WMAP license key. The support team were nice enough to resolve the cpanel account quota but refused to provide a key on the grounds that it was not being offered anymore.

A bit stumped as to why, what I felt was genuinely good sales support, would have said otherwise puzzled me and I called up. After speaking to the agent on the phone, I was told that said offer had ended 2 days ago and that I should contact the billing support team to see if I could be given a license. Not the answer I wanted but what can I say. So I contact billing and really repeat myself, simply asking for clarification and asking for the key I was told I would get. The response:

We really offer WHMAP license for reseller plans but only for those clients who place the order from webhostingbuzz.com. This option is not available for webhostingbuzz.co.uk site

So firstly I am told it was being offered, but not anymore and then I am being told that it's only available for clients who purchase from the .com site. Please note this was answered by the same person. Now realistically, the .com is only £20 more expensive so it's cheaper than going and buying WHMAP as suggested in the ticket, but.. why?

I understand that sometimes people get mixed up, but for the sake of good business and really, to keep my business, why has there been such a mix-up. I really don't mean for this to sound like a sob story and I apologise for the essay, but this is just silly. Am I really going to get my WHMAP license as promised if I cancel from the .co.uk and buy from the .com?

Can someone on the .co.uk team please resolve this?

Patiently,
Sam.

[Taras O.]

Hello Sam,

As far as I understand, the one of the representatives you were talking with yesterday was me. I have to admit that I didn't get from the very beginning that you were on .co.uk website and told you that there is an option to choose WHM Autopilot as addon for your package.
After that, you talked to my colleague, and that misunderstanding with quotas on main page and order system has came to light. And we are thankful to you for helping us to reveal this, the website is new and there are some minor bugs to fix. Our webdesigners were notified and it will be corrected shortly.
I understand your disappointment about WHMAP free license and will do my best to resolve this delicate situation. If you could send me your contact email address as a private message, it would be great.

[SamUK]

After speaking with both Taras and Matt, everthing has been sorted and this is no longer an issue.

Thanks for the help.

[Matt R.]

We're happy to help. Glad things are sorted