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Comments
It's clear you're looking for a discussion, we're always honest and we fly down, but that's different from saying nothing works.
let me check this
No? Congratulations on assuming my intent. It’s actually to give you feedback and constructive criticism. To talk human to human. There’s no hostility or discussion.
Accepting criticism is always a good thing, I just think this little thing we added can help, not work miracles, obviously that wasn't our intention, but we will work hard to improve the aspects you have certainly highlighted.
I'm sorry if we misunderstood each other.
Judging from the ticket OP supplied either it could be fully automated (regarding the freeze caused by DDoS) or they are not properly disclosing AI usage, unless it's a canned response (which could be automated too).
And I think there's room for improvement on how they use AI to develop, like using TDD or
/code-review. Remember the "1 user 1 ticket limit"?I noticed @zGato pending ticket. Hopefully @DeluxHost develops ticket tracker so no more customer's ticket falling through cracks without resolution.
How do you know that they aren't using it and why are you talking about their old billing system? Like I said they are using AI to develop their own and new billing system from scratch, no WHMCS.
So, you're implying it was legacy problem? Did the double-charge problem occurred on new or old system?
If they're not using AI, they should. If they're using AI, then there's no reason to not create the scenario, test.
Once An Accident, Twice A Coincidence, Three Times A PatternTBH, do you even read my messages
Jokes aside, obviously it occured on their old/current billing system. They are trying to improve, but it still takes some time to even do this with the help of AI.
We all know that WHMCS is trash, well one will say it's not, but it is, most providers are just bound to it, because of the integrations, plugins and so on. I don't think that the people at @DeluxHost do know how master WHMCS and they did some mistakes by setting it up, but like I said, it will be gone anyway and they likely learned their lesson and try to build something good.
If you are a customer and you are interested in what it might look like, maybe @DeluxHost would let you have a look at it and you could help them improve where needed.
Your sentence looks like this on parse tree
Honestly, it feels ambiguous and redundant. It's like you're telling me "When did you see AI on their (admin) billing dashboard?".
Yes, WHMCS is incomplete.
And I hope they continue improving how they develop their new system and integrate more automation and AI-driven actions, e.g., ticketing duties, to reduce the FTE required to maintain their infrastructure.
cant lie @DeluxHost is one patient ass dude.
Veloxmedia would have crashed out before page 2
Given how many people are piling on top of him with so much criticism (some deserved, some deserved but excessive, and some undeserved), it's not unexpected that he'd make assumptions. That's the only reason I'm giving him slack right now.
Honestly that stands out to me too. DeluxHost obviously made the mistake of taking on as many customers as he could handle on a good day, but as soon as a number of things went wrong in short succession, he has absolutely no margin to fall back on and got completely overwhelmed. But he's not simply ignoring the problems (VirMach), fixing them slowly but barely interacting with the community at all (Chunkserve), or flipping his shit under pressure (VeloxMedia and countless others). Everything he's doing here is directly related to his attempts to fix the problems. I have to give props for that.
And I'm not just saying that because I have services with them and want them to stick around. In fact, I just got a notification that one of my services might be on a node that suffered corruption and I'll have to rebuild my VPS. But the guy is trying quite hard for a host that is clearly making peanuts on each purchase while simultaneously getting shat on.
DeluxHost is trying. More harsh criticism (of the kind he's already heard 10 times, even if it's true) is not going to help.
I mostly agree with you. They're trying, they certainly appear to mean well, and the services are some of the cheapest around. I just find it a bit ironic to see multiple posts about how busy/backed up/underwater they are with support and issues, while at the same time still seeing multiple sale threads with new purchasers asking for freebies (and the suspended provider tag, tbh). Those two don't really seem like they mix. I'd love to see them step back a second, catch up, get a breather, THEN launch some new sales for people to be excited about, personally.
100% agreed. They may be hoping that more income will allow them to hire more support before the extra support load from all the new customers starts to bite them. Not a very sound business decision if true.
2606-7904-2026
I left this company long time ago and never regret about that.
@DeluxHost
Please reply.
You can document the refund request, payment attempts, and support communication first, then escalate through the payment provider if necessary. And when you would choose another host, do check transparent billing, clear refund terms, and responsive support before moving production workloads.
I'll review the ticket as soon as possible, but since I issued the refund, I think i know what happened. The refund was €18. I issued you a €19 refund to try to offset the transactions, but we also paid an additional €6 fee for a total of €25 to send the refund. Unfortunately, your bank seems to have a high fee, and this isn't really my fault, as we've already paid more than we needed to refund to try to accommodate the situation.
A direct refund via the payment gateway wasn't possible because too many months had passed. What I could do as a further step to accommodate you is to add a credit to spend on the site.
we'll see what I can do for you, no problem
@DeluxHost also I can't add new cards to renew my STORAGE-2 vps. It has 2-3 days left. Do you think you can extend the service instead of adding credit on the site?
@DeluxHost
Why haven't you moved yet?
DeluxHost suggested refunding me via bank transfer and specifically asked for my bank account details. As a business, you should have known that international bank transfers can involve significant intermediary/receiving-bank fees, yet you never informed me about this.
When the refund was finally sent, around 90% of the amount was taken by bank charges, leaving me with almost nothing. Now you are saying you cannot do anything about it. I find this unacceptable because the bank-transfer method was suggested by DeluxHost, not by me.
It has now been over two months, and my tickets have repeatedly been ignored for weeks. You later offered to provide the remaining amount as account credit. Since your new billing system does not allow me to add my credit card, I asked you to apply the credit to my STORAGE-2 service. Instead, you only extended it by one month, worth approximately €2, which is nowhere near the amount owed.
This entire process feels extremely unfair and, frankly, very questionable. I have been waiting for over two months for a proper refund while my support requests continue to be ignored.
I expect DeluxHost to properly review this case and provide the full remaining refund value as account credit, applied to my STORAGE-2 service, rather than offering an insignificant €2 extension.
Please provide a proper response and resolution instead of continuing to ignore my ticket. @DeluxHost
Refund sent. Gtfo.
A couple of corrections:
The original payment was over 6 months old, which is exactly why PayPal (our gateway) blocked a standard refund on it. We refunded it anyway as a goodwill gesture.
Bank transfer wasn't picked over an easier option, it was the only one left: no PayPal account, no IBAN bank, card refund blocked by the gateway for the reason above.
We didn't send €18 and walk away, we sent €24 total, adding €6 specifically to cover expected transfer fees. It wasn't enough because the receiving bank's fees were higher than expected. That's a genuine miscalculation, not us not caring about the outcome
You shouldn’t dignify this parasite with explanations. You have sent money - your job done. The parasite just sucking your energy away and wasting time.
Better look for your customers. Spend energy wise.