| Posted by roblair, 08-15-2009, 09:02 AM | | A couple of weeks ago I filed a complaint with the Better Business Bureau against webhostingbuzz.com because they would not activate my new reseller account. I used a promo code found off retailmenot.com. I had NEVER been a customer of WHB either mind you.
After some time had passed and my account was still not activated I contacted WHB chat and asked why my account hadnt been set up. I was informed that I needed to spend more money before they would activate my new account. I was confused so I asked to speak to a supervisor. I was instructed to email management@webhostingbuzz.com.
The response I received was from Matthew Russell, CEO of WHB. He said:
"If you want to make such a big thing about this, go ahead and contact the BBB and find a different hosting provider. We have no interest in doing business with you. If you go ahead, in return, your details will be submitted to a database we share with most of the other major hosting providers and you will find that you will not be able to use any of our services. This works both ways."
After being threatened, I decided to go ahead and file a complaint to BBB. The complaint was filed, honored, and sent off to WHB.
A few weeks have passed so I decided to check on the status of the complaint. WHB still hasnt responded so I emailed Matthew Russell the copy of my email from BBB saying they need WHB to respond.
The response I got from Matt?
"From: Matt Russell
Sent: Saturday, August 15, 2009 3:27 AM
To: Robert ******
Cc: DL - staff ; Chris Adams
Subject: Re: HELP NEEDED ASAP
Cool. I look forward to tearing it up and wiping my ass with the piece of paper.
Sent from my Blackberry which is infinitely superior to any iPhone."
I've never received such poor treatment from any company. Ever!
|
| Posted by StevenG, 08-15-2009, 09:17 AM | | Indeed, anyone threatening to complain to the BBB or anyone else, on the first contact after a discrepancy in a promo code or late account setup, would probably not be a welcome customer. There are too many good customers out there to be bothered with you.
Matt was fair enough to say 'it works both ways' - He's the CEO and he can say that, it's also true, it does work both ways.
Had the promo code expired anyway?
Anyway, move on, you haven't lost anything, as you haven't had any service yet.
|
| Posted by Patrick, 08-15-2009, 09:19 AM | | What was the promo code for, I assume it had some sort of terms and conditions that you did not meet?
When you contacted the WHB management, was it necessary to threaten reporting them to the BBB, and what were you going to report them for anyway? Isn't the purpose of reaching out to management to try and resolve these "issues" before escalating them to various third parties?
Perhaps you can post your email messages in full?
Edit:
For the record, the BBB in my opinion is about as useful as toilet paper anyway. Although, Matt could have been a bit more graceful in stating such. =)
|
| Posted by roblair, 08-15-2009, 09:20 AM | | it was a current promotion and they wouldn't honor it! False advertising! And you think its professional to tell someone that they'll "wipe my @ss with it" in regards to the BBB complaint?
|
| Posted by roblair, 08-15-2009, 09:23 AM | | People need to quit assuming. It was a promo code for "$21 off hosting", and I signed up for a reseller account (14.95 a month). I threatened to go to the BBB because of the false advirtising.
|
| Posted by StevenG, 08-15-2009, 09:24 AM | | Where can we see the current promotion or code?
They aren't words I would use normally, granted, but then I haven't seen your full email that you sent, threatening to send a report to the BBB.
Oh, by the way, the BBB reports can quite happily be ignored, it won't really hurt anyone that much. I would definitely agree with what to do with it.
|
| Posted by roblair, 08-15-2009, 09:29 AM | | My original email sent to MANAGEMENT@WEBHOSTINGBUZZ.COM. I just forwarded them the chat log:
From: Robert ***********[mailto:************]
Sent: 31 July 2009 12:28
To: DL - WHB MGMT
Subject: HELP NEEDED ASAP
Please wait for a site operator to respond.
You are now chatting with 'lena.s'
lena.s: Welcome to WebHostingBuzz live chat support. What can I do for you?
robert: hi, when will my orders 49817 and 49818 be ready??
lena.s: one moment please
robert: i appreciate your help
lena.s: your account could not be created because you have ordered RLite [xohmhosting.net] which prices $14.95 ( you chose monthly billing cycle). And you have applied a coupon "green"(which gives a discount $21 off the total price)
lena.s: so you can either order a new RLite package but with a bigger billing cycle
robert: and? it accepted the code and there was no disclaimer stating that was not valid
robert: this is false advertising?
lena.s: yes, technically the discount was accepted, but if the discount is bigger that the price, the account can not be created
robert: this is outrageous. NOWHERE does it state the promo code cant be more than the order amount
lena.s: i can recommend you to contact our management by emailing them to management@webhostingbuzz.com and discuss this situation with them
robert: let me talk to your supervisor
lena.s: unfortunately our management is available via email only, so you can email to management@webhostingbuzz.com and they will respond to you as soon as possible
robert: you can have your supervisor or management call me ASAP
robert: my orders were cancelled?!
robert: this is unacceptable
lena.s: i have informed my management about this situation. They are checking it at the moment
robert: thank you.
lena.s: I am very sorry for this situation, but at the moment i can not help you with this issue. Could you please email to management@webhostingbuzz.com and report this situation to our managers, and they will find some solution for you.
robert: this is so frustrating! i'll just go to the BBB and file a complaint for false advertising then
Last edited by roblair; 08-15-2009 at 09:41 AM.
Reason: didnt copy and paste all of the email
|
| Posted by Patrick, 08-15-2009, 09:30 AM | | You found the promotion on a third party website, right? Is it possible that the terms and conditions were not mentioned on that website in question, which is why you were denied the order with WHB?
With respect to the professionalism, I absolutely disagree with the way Matt handled your email, however it is his business and he can do as he please. I was merely voicing my agreement that the BBB is about as useful as toilet paper - not in the way he told you.
|
| Posted by StevenG, 08-15-2009, 09:35 AM | | I can't see where the BBB came into your email - did you forget to put that part in, as Matt obviously knew about it from his response.
The only problem I have with Matt here is, the fact that I got an iphone recently and I'll never go back to anything else, iphones are way better than blackberries
Moving on.. yawn
|
| Posted by roblair, 08-15-2009, 09:42 AM | | yawn?" if this topic bores you then keep your sarcastic comments to yourself.
|
| Posted by StevenG, 08-15-2009, 09:48 AM | | I see you edited the post to include the BBB threat - thanks, now all the cards are on the table.
I can now see why you got the response that you got. At the end of the day, it's up to WHB who they deal with and that was enough for them to (wisely) pass on your business that you were expecting they were going to be paying you for
Haha..
|
| Posted by roblair, 08-15-2009, 09:51 AM | | Bottom line is: you dont treat customers like that no matter what. If you're honoring a promo code- honor it. Dont deny random people. Dont make petty threats. And dont tell them you'll wipe your ass with a BBB complaint.
Some of you make me sick with you views on customer service. I dont care to be associated with this forum anymore if such rudeness is tolerated.
|
| Posted by Patrick, 08-15-2009, 09:52 AM | | I think that's a totally valid reason to reject your order. The green coupon only applied to the Gold Plan ($34.95) and you applied it to the Lite Plan ($14.94) in effect giving you a free reseller account.
The website RetailMeNot even states that it has to be used for the Gold Plan:
Whether or not their billing system accepted your coupon for the Lite Plan, WHB had every right to reject the order since it didn't meet the minimum requirements.
|
| Posted by StevenG, 08-15-2009, 09:58 AM | | Botom line is you tried to use the promo code incorrectly then threatened them with the BBB and then posted on WHT to discredit them.
Nothing in this thread is rude, I'm speaking from an ex business owner view, humour is part of life. So unfortunately are customers that don't read the fine print (wasn't fine print in this case, it was very obvious you had to get the gold plan as per the site who you got the code from). WHB in my opinion were 100% correct, although how they handled it with you, is up to them.
|
| Posted by roblair, 08-15-2009, 09:59 AM | | Neat? I didnt even get it from retailmenot.com
|
| Posted by roblair, 08-15-2009, 10:02 AM | | Glad you all are defending a CEO treating someone the way that I was treated. <>
Last edited by bear; 08-15-2009 at 10:34 AM.
|
| Posted by StevenG, 08-15-2009, 10:04 AM | | huh?
You original post
then
So which is true?
|
| Posted by Patrick, 08-15-2009, 10:22 AM | | You know, when you say things like that in a public forum your credibility goes out the window. No one is defending the way Matt spoke to you, however we are defending his right to deny your order if it did not meet their requirements.
Last edited by bear; 08-15-2009 at 10:34 AM.
|
| Posted by FHDave, 08-15-2009, 11:07 AM | | Wow, does something like that actually exist? I would like to subscribe
|
| Posted by StevenG, 08-15-2009, 11:10 AM | | I'm sure if you ask matt nicely, he'll cc you on the next notice as well
|
| Posted by Sparrow-Sean, 08-15-2009, 11:29 AM | | I'm also confused, You got the promo from retailmenot.com and then you didn't?
Seriously your contradicting your story, Somehow I believe that it was probably best the order didn't go through.
You sound a fair dinkum person, Though I am curious to why you were so quick to jump the gun and report it to the BBB, I wonder if theres something missing that your not posting?
Example: You provided the transcript in your thread from Matt, But what did you send to get that response?
I'm interested!
Last edited by Sparrow-Sean; 08-15-2009 at 11:32 AM.
|
| Posted by mdrussell, 08-15-2009, 12:20 PM | | Hey Robert,
I thought I'd post the other email I sent you as you conveniently didn't. I'm also going to post it on our Facebook page and our other marketing incentives and let our clients decide if I behaved inappropriately. These are the clients that don't try and rip us off and actually receive the service we provide.
I'm subscribed to this thread and watching with interest.
Matt Russell
CEO
WebHostingBuzz
|
| Posted by mdrussell, 08-15-2009, 12:23 PM | | I am happy to get everything out in the open and let the community decide.
My first response:
Robert's reply:
|
| Posted by Jacob Wall, 08-15-2009, 12:26 PM | | subscribes*
@OP, keep your cool, reporting to the BBB is something really serious, and imho needs to be retracted as WHB did nothing wrong. THey have the right to deny any order, for any reason. Obviously, they had a reason, your hot temper & the coupon code was supposed to be used for yearly payments only.
@Matt, lol@your email. I find it quite funny tbh
Last edited by Jacob Wall; 08-15-2009 at 12:30 PM.
|
| Posted by larwilliams, 08-15-2009, 12:27 PM | | lol I knew your post was BS when you referred to the database that was being discussed not long ago. It was being discussed as a means of preventing fraud signups, as fraudsters often use the same e-mail, address or phone number each time.
What's funnier is that you think the BBB is important. Do you realize how few people even care about or take them seriously anymore? The BBB has been a joke for years now.
|
| Posted by larwilliams, 08-15-2009, 12:29 PM | | No it does not. It was being discussed here (I believe KDisk was one of the ones who was discussing it) but it appears nothing ever came of it.
|
| Posted by Mekhu, 08-15-2009, 12:36 PM | | roblair,
While I can fully understand your frustration in this situation, I must admit that I believe you're 100% wrong in this. Matt is not alone in the way he runs his company...
Threaten us with ANYTHING and we cancel and refund your service. Maybe the customer used to always be right but those days are long gone. If you want to work with our company (or Matt's in this case) you need to treat staff and the business with respect.
Anyways, we could all talk until we're blue in the face. roblair is one of those customers that just won't understand his wrong doings in this situation.
Matt, lol, I must give you credit for remaining calm for so long. That last email gave me a good chuckle. BBB... ugh. I love when clients threaten that.
|
| Posted by StevenG, 08-15-2009, 12:36 PM | | So Matt, Blackberries are better than iphones ? That's just out of line there!
|
| Posted by mdrussell, 08-15-2009, 12:37 PM | | To the people involved in this thread,
I appreciate that a lot of you are competitors but I also appreciate that you see our side of the story on this and are happy to take our side. It means a lot both on a business and a personal level. I know you can relate to the fact I have spent 10 years of my life creating this business, work 16 hours a day most days of the week and defend it at any cost - particularly when you've only made a simple mistake with a coupon code.
Should any of you want further information on the database, please PM me. I'm flying Miami-London later today but will respond when I get there.
Thank you once again,
Matt
Last edited by mdrussell; 08-15-2009 at 12:42 PM.
|
| Posted by sailor, 08-15-2009, 12:50 PM | | You cant leave yet - you havent hit all the hot spots yet
you will need to see a proctologist as well about the chafing from the crazy use of the bbb complaint - thats got to be kind of abrasive down there.
|
| Posted by snickn, 08-15-2009, 12:56 PM | | I'm curious - how many of these complaints have you filed against other companies? I'm betting many
Notice a trend..I think so.
|
| Posted by mdrussell, 08-15-2009, 01:05 PM | | Sailor,
I had to Google proctologist to see what it was. Obviously you are an expert.
|
| Posted by darylb, 08-15-2009, 01:43 PM | | well after seeing this on matts facebook all i can say is LOL, rob you are a funny man, after knowing matt for around 12 years or so since playing online games together and seeing him build up webhostingbuzz over a long time, you want to report him to some bureau because u entered an unaccepted coupon code.
You need to take 1 step back and look at the situation, without giving them a chance to explain there selves u threaten them and then wonder why you got such a reply from matt as you did.
There are very few people like you in the world of business who like complain at the 1st hurdle and try to give a business a bad name which has badly back fired on your part.
|
| Posted by Jag, 08-15-2009, 02:33 PM | | The bbb is rather useless, but I still would not have replied in that manner. While funny its also unprofessional. Just hit delete and take a break. Its human nature, we all lose our cool at times. And to the OP, a bbb complaint about this, really? Isn't there anything better to focus on?
|
| Posted by jayglate, 08-15-2009, 02:35 PM | | I have been dealing with Matt Russell as a friend and a customer for almost 10 years, so I would like to say I know a little bit about the man. Matt a nice guy and is one of the most professional hosting company execs I know. Everyone makes mistakes it happens, its part of life, but when a customer comes out firing with no just reason, well he has every right to refuse you service.
|
| Posted by Jacob Wall, 08-15-2009, 04:18 PM | | It clearly states on yearly plans only. He purchased a monthly plan.
|
| Posted by StevenG, 08-15-2009, 04:20 PM | | Customer says he got promo code from a website, then retracts that later on (in this thread). Anyway, the promo code was for a different plan, different billing cycle, non valid. He is told that and apologised to for the billing system accepting it.
Customer files complaint with BBB and posts on WHT.
I'd probably read through the whole thread again, if it's still not clear.
What part of that isn't clear to who is at fault here?
|
| Posted by admin-caperhosting, 08-15-2009, 04:23 PM | | aww ok, well as i said my appoligies, but in general as for other companies that are so ignorant and hard to work with, just blah
|
| Posted by Jacob Wall, 08-15-2009, 04:25 PM | | Please edit your original post then.
|
| Posted by admin-caperhosting, 08-15-2009, 04:25 PM | | But even still the issue is a misunderstanding, and did you see the replies from staff and such maybe im still missin something there, but i never seen no resoning or politness at all, unless he already did the bbb thing before contacting staff then void all i said either way best of luck to all clients and providers, i just think there should be more hands on and live chat on working things out and explaining things, not everone out there are the smartest and sometimes a little friendly staff explanaing helps alot
|
| Posted by admin-caperhosting, 08-15-2009, 04:27 PM | | also original post edited!
|
| Posted by Mark Muyskens, 08-15-2009, 04:45 PM | | Uhh, don't you think its kinda stupid to put that you reported a host to the BBB. Your gonna get canned by any host that reads this thread.
|
| Posted by StevenG, 08-15-2009, 05:07 PM | | The OP's only got 15 posts on this forum and 2 of them started with a thumbs down, BBB report, money back claim .. heh.. I see the pattern. Maybe the OP needs a vacation, but seriously..chill out.
|
| Posted by Jag, 08-15-2009, 05:19 PM | | holy run on sentence batman
|
| Posted by roblair, 08-15-2009, 05:53 PM | | ahahahahahahaha
Sorry had to laugh at that one. You're professionalism and maturity show me how amazing WHB be. Boy am I distraught that I lost the opportunity to be hosted with such an amazing, professional web host.
|
| Posted by roblair, 08-15-2009, 05:58 PM | | Actually no. This is the first complaint. I've been with my current provider for over a year now. Havent had any issues with them and their customer service is outstanding.
|
| Posted by roblair, 08-15-2009, 06:00 PM | | Uhh no I don't think its stupid because every other host seems to actually care about their customers. If Matt hadn't have been so unprofessional I wouldn't have wasted my time. But the fast that a CEO OF A COMPANY TELLS ME THAT HE IS GOING TO WIPE HIS ASS WITH MY COMPLAINT really pisses me off.
|
| Posted by Aussie Bob, 08-15-2009, 06:57 PM | | Yeah, threatening a host with the BBB will only evoke a not so positive reaction, and this WHT thread will just drive more business to WHB anyways.
Oh and as for the whole blackberry is better than the iPhone thing, THAT'S JUST OUT OF LINE MATT!!
Anyhoooo, I've known Matt for oooodles of years and have always found him professional and pleasant to deal with. As for the "wiping my ass" with the BBB complaint, I think you might have caught Matt is an intoxicated moment while he's in the US for hostingcon and frequenting some night clubs and such.
|
| Posted by Mark Muyskens, 08-15-2009, 06:59 PM | | 1 for iphones.
lets all agree on this.
|
| Posted by tathompson, 08-15-2009, 07:42 PM | | Dear Roblair,
My name is Tyler Thompson, Senior Public Relations Manager for WebHostingBuzz.com. I would like to respond to your complaint directly so that we may resolve this situation.
First, in your initial contact with Lena, you were informed that your coupon was not for the package you ordered. Without waiting for an explanation, you immediately noted that you were going to contact the BBB. Our customer service representative correctly identified that this was a situation that should be referred to management for further handling. When we tried to resolve the situation amicably, you immediately resorted to calling our CEO a jerk. In both instances, you jumped to negative conclusions before we had a chance to resolve your issues. Had you given our team a chance, we could have come up with a compromise that would be acceptable for both you as a customer and us as a company.
Your posts on this thread make me wonder if you didn't create this situation intentionally and maliciously to try to get free hosting from our company. We take customer concerns and inquiries seriously, but when your customer starts name calling games, what else can we do?
Third, I would like to point out that with Matt's last reply, he was actually following company policy. Since we are a carbon neutral host, we make every effort to be good global citizens and improve our environment wherever possible. From our company's carbon neutral policy:
Therefore, your excessive complaints about an issue that was easily resolved at the first level of customer support is killing trees and we feel it is our responsibility to the environment to correct that. By Matt wiping his ass with your BBB complaint, we are successfully fulfilling our obligation to Mother Nature to use her fruit to the furthest extent possible. It is our moral obligation to reuse and recycle excess waste coming into our offices, and by doing so, we are also reducing the number of trees killed by toilet paper production.
His comment was not meant to offend you, but to make you feel good inside for working with a company that takes the environment so seriously.
In fact, as a result of your complaints and the carbon produced throughout the world to propagate it throughout the Internet, we have decided to make it right with Mother Nature by making an additional $100 donation to the International Tree Foundation so a tree may be planted to replace the carbon generated by this thread and your BBB complaint.
We challenge you to do the right thing and match our donation 100%. You can make checks payable to The International Tree Foundation and mail it to Donations, International Tree Foundation, Sandy Lane, Crawley Down, West Sussex RH10 4HS.
Thank you for your time and moral concern for the Earth.
PS: Blackberries clearly win. You guys must not have seen the thing flashing after it was dropped in the water - it was the coolest thing ever.
|
| Posted by TimothyH, 08-15-2009, 07:55 PM | | That is a classic!
|
| Posted by roblair, 08-15-2009, 08:03 PM | | So because someone was a drunk mess, I'm supossed to be like "ohh ok its cool. Go ahead and say rude things to me. It's ok for you to be in a drunken stupor and act unprofessionally."
|
| Posted by Mark Muyskens, 08-15-2009, 08:22 PM | | Yes, yes it is.
|
| Posted by roblair, 08-15-2009, 08:30 PM | | Thanks Tyler! Go Green! As a thanks to your contribution, I've made sure to help spread the word:
http://www.prlog.org/10311132-webhos...let-paper.html
|
| Posted by Mark Muyskens, 08-15-2009, 08:35 PM | | You do know that in a strange way, you are actually promoting there company.
|
| Posted by roblair, 08-15-2009, 08:41 PM | | Yes. Any company who's CEO openly admits that he takes complaints to the BBB and recycles the paper to wipe his ass is outstanding! I want to make sure the world knows and appreciates Matthew Russell's efforts to "go green" by wiping the sh!t off his arrogant, rude, and unprofessional ass.
Thank you WHB for your amazing customer service.You guys rock! I hope that all businesses from now will handle their customer service issues by wiping their asses with complaints as well.
|
| Posted by Aussie Bob, 08-15-2009, 08:45 PM | | lol, that's hilarious. You're arguing that Matt was following a company policy by using the BBB complaint as toilet paper. You need to find another line of work. Public relations is not your thing by the looks of things. Noone is buying your public relations spin here. I can't believe you'd even try and make that lame argument. I do hope you were being sarcastic and not serious?
|
| Posted by Mark Muyskens, 08-15-2009, 08:46 PM | | BBB complaints are pretty much useless. 95% of complains get filed by customers, the company then replies, and then the customer never replied because they were totally owned in the response from the company and then the BBB administratively closes it due to the customer not responding.
It's a threat, a useless threat. Nobody is going to bend over backwards for you after you threaten them like that.
+10 for using BBB reports as TP. Recycling and saving money all at the same time.
|
| Posted by roblair, 08-15-2009, 08:47 PM | | thank you!
|
| Posted by tathompson, 08-15-2009, 08:48 PM | | Can you imagine how many trees that would save?
|
| Posted by Mark Muyskens, 08-15-2009, 08:49 PM | | like over 9000!?!?
|
| Posted by tathompson, 08-15-2009, 08:53 PM | | I thought it was a pretty compelling correlation. Public relations spin, huh? Never!
|
| Posted by Aussie Bob, 08-15-2009, 08:55 PM | | Ahhh, Rob, you called Matt "a complete jerk". When you start hurling personal attacks and insults at a host, how do you expect them to respond?
|
| Posted by tathompson, 08-15-2009, 08:57 PM | | With our environmental policy, of course!
|
| Posted by Sparrow-Sean, 08-15-2009, 09:02 PM | | In my honest beliefs I do believe it could been dealt with in a calmer attitiude, But being the CEO Matt can do what he pleases, Depends on what other people think is another question.
The OP whent overboard on this case, The company followed correct procedures and picked up on this glitch with the system (Coupon) and tried to rectify the issue.
All I can say is I feel sorry for Matt in this instance.
Sean
|
| Posted by Mike V, 08-15-2009, 10:47 PM | | Seems like everyone had a chance to have their say about this incident.
|
|
 Add to Favourites
 Print this Article
|
