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QUADIX - support troubles [resolved]
Hello!
I rented their server. But their CPUs and disk were quite slow for my tasks. I decided to cancel it.
I selected server cancellation on portal. I picked option "on the end billing period" (May 12th) and pressed Submit. Their portal is inconvenient, and in this case there is white invisible Reason field without border on white background. I got error message because this field was empty. I filled reason field and pressed Submit.
Today my server was off. I created ticket about it. They responded me that my server was cancelled due to my request of immediate cancellation. I was surprised, because I wanted to use the server all paid time, as they aren't refunding a money for the unused time. I reported them about it. They insisted that I chose the immediate cancellation.
I wanted to get my server and data until the end paid period. I analyzed the situation and understood that their portal due to inessential error reseted my explicit selection of cancellation option and it picked "immediate cancellation". I notified them about the wrong behavior of their portal. They apologized, but refused to provide the server until the end of the period and lost my data.
At the end they just blocked my account.
Sorry for my bad English grammar.
Comments
what was inadequate?
They removed my server and data without my explicit confirmation, and they did nothing for correcting their mistake. Is it OK?
two sides to a story, what they see is "immediate cancellation" and your story. not possible to rectify any cancellation since server is recycled.
From their side you submited and requests they dealt with the requests.
WHMCS sends an email to confirm your cancellation, so you had a chance to notice your error
You should always check forms on a re-submit, I guess there is work they could do to fix the formating, and I guess a good will gesture refund for the 3 days, but in their eyes unless you was paying $$$ a 3 day refund is not worth much.
Is this a way to get @MarkTurner posting on LET again? Sounds like it!
I agree, but portal is their tool. And they must have ways to resolve their portal issues.
I didn't get email about immediate cancellation at explicit view
There are many ways for correction error and to be customer-oriented. But they did nothing.
You picked the wrong item in a drop down and you're blaming someone else? Makes sense.....
@_Nic
This was explained in your recent ticket several times. You most certainly did select an immediate cancellation, an email was sent also confirming this. WHMCS is very standard when requesting a cancellation, you had two choices, either end of billing cycle or immediate, you did select immediate from the drop down and this was processed as such.
Please let us know if you need further proof. We will send you a pro-rated refund for the remainder of your billing cycle. You had 4 days left in your billing cycle (due on May 12th) which amounts to $5, we'll send you confirmation of this refund in your ticket.
Hmmm ... I didn't pick "immediate cancellation", I explicit chose "on the end of billing period"
@volumedrive Why do you shure that I certainly selected "immediate cancellation"? I explained some times that the portal reseted this value (if default value would be empty for example it would be exclude this trouble)
I got your refund. Thanks.
What about unblock my account?
I need change topic title.
Well they've got a page, same as everyone else that uses WHMCS, that submits a POST request with the value of that selection box. They received a POST request with "immediate cancellation" selected. Now, it is possible that there was a browser extension interfering, or that you're using an odd browser/version, or even that their template has some errors. However, default assumption is that this form is working properly if others are not having trouble with it.
Now, if you're willing to help them troubleshoot it, ask them to set the service as active, ready your browser debug window, and do a screen cast of the cancellation form submission. Submit your findings and all relevant version numbers to their staff.
Otherwise, if no one else is having trouble with it and it works in their own tests, they should consider the possibility that you accidentally made the wrong choice and either did not notice or refuse to take responsibility.
Well, here's the thing. Computer doesn't lie. Humans do. If a system says you picked immediate cancellation, I am going to believe the system rather than your claim.
@_Nic,
We process new orders and cancellations all the time without a single issue or report of selection errors. WHMCS is extremely standard and we aren't running anything custom in this regard. We are sorry, but have to disagree with you here.
Here is plausibly and most likely what happened;
An email was sent to you confirming Immediate and you also would have been able to see this in the WHMCS client portal. This was a failure of due-diligence on your end to double check that your cancellation request was correct.
Yet still we have processed a pro-rated refund for the remaining 4 days you had on your service. If you need further assistance, need additional proof or have any questions or concerns, please refer to your existing support ticket.
@volumedrive, email about cancellation hasn't "immediate" or similar word. Also it hasn't link for revoke cancellation. Is it right?
You could offer constructive solutions in the ticket, rather than to block the account. Or is it better?
@_Nic, there most certainly is a way to correct the cancellation type, by recognizing the error you made and then opening a support ticket requesting it to be corrected. Your account was not blocked and you can still update/create support tickets, only the server was reclaimed due to the type of cancellation you requested.
This email sent to you explicitly stated "The service will be terminated within the next 24 hours".
Clearly you didn't. As you can see above.
It happened at least twice to me that I had chosen "at the end of the billing period", left out the comment about the cancellation and got sent back to the page because of the missing comment. WHMCS magically changes the state to "immediate cancellation" then. If you re-submit the request without looking again, shit hits the fan. That's more of a WHMCS problem than Volumedrive's fault.
Yes, but it's not "immediate", it's not bold, it's in the penultimate line, and it's in spam folder
.
Alert on page is more effective.
Would you like me to spoon-feed your dinner, sir?
OK, that's just nitpicking now.
This is why I wait until the last minute to cancel servers, after checking their policy on how far ahead you have to submit requests.
A long time ago when I was on Softlayer I was lucky enough to be able to call them up and have them cancel the server reclaim process at the last minute or else I had some recent data that I would have lost.
@volumedrive: OK, the automatic generated email that was sent to you obviously states that an Inmediate Cancellation was requested – have you done what the OP has stated his step-by-step was to try and reproduce to see if the form is behaving incorrectly?
If you have and there's no issue, fair enough – if there is an issue with your form(s) and how they're handled, admit there's an issue and fix it.
Please refer to this comment from Amitz. This is exactly how the WHMCS portal works. If you omit text from the box, it will refresh the page and revert back to immediate cancellation asking you to enter a reason for cancellation. You need to then double check the option you originally wanted is correctly selected. When a cancellation request is submitted, we have no reason to doubt the time-frame requested for cancellation.
That's exactly what I do - I don't cancel my servers unless I really want them canceled right then and there and I always make sure I have backups.