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Comments
It absolutely is.
It wasn't. Send me a box in the post and once I have it in my hands you can consider it delivered, with online services I can only know if it is delivered if I can actually use it, if I cant then it's not delivered. An email saying it works is not delivery, allowing me to log into a panel that says it should work is not delivered.
Now see none of that is actually correct, it's only your view of how you think it should work. I don't disagree with the view, however, if I purchase an instant activation service that does not work and I wait a reasonable amount of time* without any progress towards resolving the issue then I am entitled to have buyers remorse due to the perception I have that it has not begun well and I don't want to wait any longer.
*A reasonable amount of time is entirely subjective, it could be 30 minutes for me, 48 hours for you, neither is wrong when it comes to your entitlement to a refund at such an early stage.
p.s - For all his shouting about what the client should or should not expect, note that https://www.hostsolutions.ro/eng/about/tos, still blank, been that way for a long time now.
Just perhaps.. this lead OP to believe that in an emergency event such as his service not working at all (but also with general inquiries) he would receive a faster reply:
https://www.hostsolutions.ro/eng/contact-hostsolutions
Sorry cociu, but if you advertise your service like this, do not bother to update your website in due time and/or have a ToS/blank page for a longer period of time, as well as behave rude towards your client (even if you felt - justified or not - insulted) I don't feel like we should be continuing calling out OP anymore.
Honestly I don't think it's due to your failure to deliver service in time leading to the dispute: it's due to your calling you customer idiot escalating the situation.
No one deserves to be treated in this way, regardless whether such person is your customer or not. AND no one is expecting any level of "customer service": just kindly treat people with baseline respect.
You had better options: If you are busy, say "It will take longer than expected"; If you don't want to sell to Chinese(which is already next level racism BTW), say "I will issue an refund". It's OK to use canned response if you cannot write English: it's NOT OK to use words like "idiot", "fuck" to anyone you don't know, let alone customers. Let me know if you need help with Chinese translations.
And I am really surprised that this does not lead to a ban on LET.
From what I and others have understood, the OP first started a dispute, and @cociu's rudeness was a reaction to the fact that he had started a dispute. (Your description makes it sound as though the rudeness came first, and then the dispute.)
The problem is more with how @cociu says things/expresses himself.
There are providers here on LET that (for better or for worse) block certain countries (e.g., China). This isn't racism as such, because they thereby also block any non-Chinese person who lives in China.
my 2 cents, i 100% agree with dynamo's view. As a reminder, this is posted in the 'review' section. It is the OP's point of view on the service provided.
What baffles me the most is indeed how this behavior from a so called service provider gets tolerated and approved/ignored while the OP gets continuously bashed for not being 'patient' enough. If i read on a service provider website '24/7 support with an average response time of 15 min', waiting 9 hours is patience enough.
OP was a bit impatient, perhaps he had a different expectation to the ticket response timing.
Different time zones does lead to delay in ticket response for small providers with limited staff but then you should not advertise this: http://prntscr.com/j5gxh1
Opening a dispute isn't the rightful way as it does put the provider in a bad/negative role.
EDIT: @Ympker beat me to it
EDIT 2:
@angstorm is right. Youtube blocks video for particular countries, its just not meant for that audience. Similarly, a business CAN block a country if the business FEELS they cannot cater to the specific audience. There is no racism in this.
That's LET for you, there has always been an inconsistent approach for certain providers.
True, but take a look at the ticket around that point from @cociu:
"Very soon no chiness people will be accepted here"
Oh, hold on though, then he said.
Maybe the reason there are no ToS is so he can keep making everything up as he goes depending on how moody he gets.
As I said above, there's sometimes a problem with how @cociu expresses himself.
Which suggests that he isn't racist. (But I think that you agree.)
We've seen more than once in the past that @cociu can be quick-tempered, which admittedly doesn't make the best impression in tickets.
cociu can be this, cociu can be that. cociu can be a twit, cociu can be a twat. etc. etc. Why the hell a customer who is just signing up & paying on hostsolutions website to get the advertised service should be bothered about what this cociu is? May be he should put a disclaimer and warning about himself in bold below every order link that he posts and on his website. This might educate prospective customers about the disgraceful treatment they can expect in case something goes wrong.
That's an interesting point. @cociu, you promise 15 minute response time, so...why 9 hours?
15 minutes response time - was not delivered.
no TOS - easy client win with PayPal.
tickets being rude - adds more tot clients wins.
At this point OP deserves a huge apology from @cociu, plus OP deserves a small gift as marketing, to make a good impression over Internet (as a small attempt to repair this whole mess). Provider has issues, and those need to be fixed, fast.
In my eyes OP did not just win a PayPal dispute, but also won a dispute on LET, and that's rare against well known established LET providers.
This reminds me of a movie, where Hulk won against a God.
A reasonable summary. But hey its @cociu, nothing to see here, sink it and move on.
I can only apologise for the message from the contact forum (witch i am sure the client don`t see it) . But hey this is let , is tragic so i will apologies for this message , will be removed tomorrow.
About charge back .. i maintain my opinion sorry.
Because all this LET "is tragic" I no longer wish to be your client. I will no longer pay any future invoices, and I freely accept all service cancellation on expiration. I don't like to do collaborate with you any longer.
I have the decency to kindly ask you to please forgive me for any inconvenience caused by my decision (as client), and I kindly thank you for the services provided so far.
yes you have this right. At least i dont think we have obligate someone to be our client. More i have enjoy to make here good offers , offer this community cheap price. True i am what i am , who like me is like me , who dont support me is not support me. I cannot be perfect. Like you i take my personal decisions , once a person is make charge back i cannot past from this so i take my decision.
But just to be clear, you're promising people on your web site that you will respond to tickets in 15 minutes, however you don't really intend to do that...right?
this was last year and i forgott this message there. so yes i can apologise for this and will be removed like i told before.
@cociu I'm with a 3 days old ticket, only asking for enable fuse on my vps. And I need more vpss to install seedbox for some costumers. But you always take so long to response any ticket? https://secure.hostsolutions.ro/viewticket.php?tid=175315&c=pZgwcj4P