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Inception Hosting Review
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I don't think so
Provider wad clear on when refunds be issued pro rayed.
Why should they spend extra time on this?
That was a nice gesture and a good example of how to do things right. However, to put things into perspective, the discontinuation of the service still happened entirely on your terms (we will shut you down on this date, and you will receive your money back later, and so on...).
Fine. But because of that, showing some flexibility, as example communicating with the client, should be the bare minimum.
What if, just as an example, a client who just recently purchased the service wants to part ways earlier, perhaps before starting a new project? Why would you deny him this right by simply ignoring him?
It's not as this client opened a ticket with you and filed a PayPal dispute the very next day. You ignored them for two weeks. Regardless of the situation or perhaps especially because of it, that's not a cool thing to do. It's clear he's not a fraud, so why are you threatening him with a FraudRecord at all?
full agreement. and the behavior of the provider here is characteristic. i will stay away from this provider and will definitely not recommend it to third parties.
They urged me to leave:
"We understand this may be unexpected, especially for annual plans as such we wanted to reach out ahead of Black Friday, so you have plenty of time to consider all options"
I expect them to honor their refund.
"Refunds: Pro-rata refunds will be issued for any pre-paid services " . Since they claim "Free Service Continuation: Services will remain active and free of charge from now until 15th January 2025 to provide ample time for migration" so they are, in fact, expecting me to leave early and they have stated a pro-rata refund would be given, which has not happened since I have migrated.
Stop trying to make me out being the bad guy here. I'm just someone who wants their money back after paying for a year and getting 2 months.
+1 for this, same here!
How is he trigger happy? If anything, he was patiently waiting for two weeks for a single response from you that never came. That's not the definition of a trigger happy customer, but rather unhappy customer that gets ignored for a longer period of time.
And don't get me wrong, I'm not criticizing how you deal with the discontinuation of the service. What bothers me is your inflexibility and the accusation of client fraud when it's simply a disagreement where you have some part in it.
My opinion is still that tickets should be answered within a certain time period. for lowend this is longer than for premium. provider has not answered anything. not even "see mail x where we explain how we are going to refund"
Yeah and chargeback is not the way.
Provider never denied you the pro rated refund. You choose to take a path not needed.
Threatening someone because of your incompetence in answering tickets is not a good move. 15 days is way way more than enough time to at least answer their ticket.
The Customer received a formal notice explaining the refunds will be provided.
Well here is was not warranted. It was clear how the same would have been handled.
In this case the Customer has received an email and was aware the refunds will be provided. There was no need to raise a chargeback claiming no credit issued ahead of time.
He was probably just doing what he had been told to do. I doubt low level grunts would go threatening people without the go-ahead from the head cheese.
potential customers are also formally informed here about how you operate as a provider... significant. now everyone can make up their own mind whether they want to enter into a business relationship or not with you.
moooaaaarrrr
Update: Surprise! I just received this response to my server cancellation request. If I had got this 2 weeks ago, we wouldn't be here right now having this dicussion.
"Hello
I hope you are well.
Refunds for pre-paid services beyond 15th January 2025 will be processed at the time of service termination. However, we are working to process refunds earlier, wherever possible.
We appreciate your patience during this time. If you have further questions, feel free to reach out.
Kind Regards,
Julita"
This is simply not a fair assessment.
Once we decided to shut Inception Hosting down, a very, very long notice was provided to all Customers. All services, including that of an OP, extended until 15th January. Notice especially sent before Black Friday to give everyone options on top of massive recurring discount on our own services. A confirmation that refund will be issued has also been provided in that very email.
Behaviour whereby somebody issues a chargeback as they can’t wait while being provided a free service is simply not acceptable.
You ok?
There is nothing in that email that explains the refund will only be refunded after 15th January 2025.
"Refunds: Pro-rata refunds will be issued for any pre-paid services beyond the termination date."
This says to me, if you purchased services that are beyond 15th Jan 2025, we'll give you a pro-rata refund. This doesn't say you won't give it once the customer has moved off your service and canceled since it's no longer required, again, at your urging.
Since we're being petty about this. The email claims:
"To ensure all customers are informed, we will send this notice multiple times in the coming weeks." - but no further notice ever sent.
Also:
"If you have questions, please reach out via support tickets"
Which I did and received no response after more than 2 weeks.
thanks for asking, i'm very okay. i'm just observing how people act here and thinking and commenting on it. the more “moooaaaarrr” everyone says, the more exciting it gets.
Any of which does not entitle you to file a chargeback for a functional service before the shutdown date.
What entitles you not to respond to a ticket for more than two weeks?
In business, unless it is a deliberately crafted strategy, "going silent" opens one up to a wide variety of potential "misunderstandings" that will hurt the silent party more than the one who misunderstands. I can't believe all the providers who "go silent" when they get busy or face an issue they can't easily fix -- it always seems to lead to a downward spiral.
You keep saying "free service" here. Can you clarify how the refund for this particular customer will be calculated - what time that he has paid will be refunded? from 15th January (in which case there is no free service for this customer), 12th November (when the email was sent out claiming service will be free of charge from now), or 5th December (when customer has requested termination)?
Nothing - nobody says this is a perfect situation. But that of course is not relevant here - the OP was not entitled to a chargeback, the mat we have to pay for now on top of the generous deal we offered to Inception Hosting Customers.
But you're the one discontinuing his service ahead of time, completely on your own terms, with ignoring his reasonable request.
Since you're discontinuing his prepaid service, he wants to exit now, not a month or something later. Why not? Some clients may want that, and it sounds reasonable. If you're terminating the service, there's no need to drag this further if he doesn't want it. Just work with him... That's why he opened ticket you ignored.
I see the chargeback as a direct result of your failure to work with him while discontinuing his service, whereas you see things as completely one-sided.
There’s no misunderstanding. The service is being provided, the OP has received the email.
The OP has simply wanted a refund ahead of everyone else as couldn’t wait until the shutdown day to escalate the situation.
They may want, but that’s not what Inception Hosting chose to offer. Inception Hosting was a mass hosting service at cutthroat prices. It is not always possible to offer a case by case solution.
Once we decided to shut Inception Hosting down, a very, very long notice was provided to all Customers. All services, including that of an OP, extended until 15th January. Notice especially sent before Black Friday to give everyone options on top of massive recurring discount on our own services. A confirmation that refund will be issued has also been provided in that very email.
Behaviour whereby somebody issues a chargeback as they can’t wait while being provided a free service is simply not acceptable.
@hyperblast no more MOAARR for you, you scared hell out of it the poor guy...
How long does a customer of yours need to wait for a response until you deem their chargeback "entitled"? A month? Couple of months? A few decades?
@Clouvider The "misunderstanding" is the customer initiating a chargeback that you seem miffed about. THAT is what you could have avoided -- and should have anticipated.
By the way, until you refund the 25 Euros, you aren't providing anything for free to the guy. Your "promise to refund" and $8 will get someone a Venti Starbucks.
What i infer from the provider is. They are trying they best to prove what the OP accused them of. I will ignore any generous offer they may have for humanity. inception was a decent host though