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 Post subject: Horrible customer service with billing
PostPosted: Fri Apr 09, 2010 11:23 am 
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Clients

Joined: Fri Apr 09, 2010 11:19 am
Posts: 2
We have been a Sprintserve customer for almost 5 years. They never let you know if your credit card is going to expire, they never give you any notice, they will just suspend your account without warning.

Trying to contact them without any luck. No response, we have over 2000 customers a day that goes to our website and our business is completely down.

Very disappointed after all of these years. Please use a more professional hosting company.



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 Post subject: Re: Horrible customer service with billing
PostPosted: Tue Nov 16, 2010 1:16 pm 
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Sprintserve Staff
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Joined: Mon Jan 13, 2003 10:51 am
Posts: 128
Hi John

We are sorry to know of your issue and your subsequent departure.

That said, we would like to clarify that an invoice is sent 5 days before it is due. On the day that it is due to be charged, another email will be sent to let the clients know if the charge is successful or otherwise. If it fails, it will continue to be retried once every week and a notification of the charge outcome will be sent. Failure outcomes caused by credit card expiry will be notified in these emails.

On top of that, for expired credit cards, there is also an email notifying clients sent weekly.

We have verified that our systems are working fine. That said, in this current age of spam, it is possible our emails may somehow not reach the intended mailboxes.

This is the reason that we typically give a client a grace period after the bills are due. This grace period is not fixed, but we have been known to give a few weeks. Unlike other places, we actually do not automatically suspend an account once it is in default.

Unfortunately, despite all our best efforts as detailed above, it may seem to have been insufficient.


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