Reasons for refund request?

Dr. McKay

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#1
What are the reasons for refund request? do you request any times for services you bought from a web hosting providers or a domain registrar? for me, I requested some for my domain names because I didn't expect to renew them when I didn't use them any more, that's for Godaddy. What about you? do you have any experience on this?
 

manoaratefy

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#2
Good morning,

I only request refund when service is really bad (lot of downtime, very bad performance, ...). But usually, these scammers are not ready to refund. So, I take precautions and I only pay the shortest billing cycle available (monthly).

I never requested a refund for domain name because I never found an utility to cancel a domain name I've already registered.
 

Maxoq

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#3
I request refund for bad support and services didn't work as described.
 
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#4
I refund anything whenever I'm not satisfied with what I got. This includes the providers giving wrong information on their packages and support working in favor of their own income, instead of the customers happiness.

Example: You were promised 50GB Work space, and it's already full at 48GB. I complain, and instead of fixing it so I can have 50GB or giving me something in compensation (small refund for the hassle, 55GB for the rest of the month, or even just a genuine apology), they just say something like "We changed it on the site to be 48GB. That was a small typo on our end."

In other words, poor support is the last straw for me.
 

FerdieQO

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#5
FerdieQO
I refund anything whenever I'm not satisfied with what I got. This includes the providers giving wrong information on their packages and support working in favor of their own income, instead of the customers happiness.
I am wondering what you can do if your provider didn't refund you as your request?
 
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#8
Dracindo
Well, first I'll check what I paid for. If it's not that much, I just step away from the provider, never look back and find better one.
But if we're talking about a lot, I would then check the Terms I agreed upon when signing up with them, see if there's anything I can legally do to get my money back. I would do this with someone else, preferably a friend or relative that studied laws. If I'm in my right, I would dare to sue them for my refund or more, but if it's going to be a fight I can't win, then I just leave the provider and again, find a better one.
 

Collabora

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#7
Collabora
The discrepancy may be due to the definition of GB. Are there 1,024 MB/GB or 1,000 MB/GB? Among the different hardware vendors and software vendors, combining these definitions together adds up to an "inaccurate" measurement somewhere. Unlimited plans eliminate this inconsistency that arises from imposing arbitrary quota limits on web space and hence this reason for a refund is eliminated.
 

24x7CSM

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#6
Well , go through the SLA of the service provider , go through their terms and conditions before you even request the refund. No doubt if the service is not as per SLA you should ask for the refund.
 
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#9
Hi! If any hosting service doesn't meet your requirements and it doesn't match the stated characteristics, low quality of tech support or inability to contact them when it's needed, downtime - it could be possible reasons to asking for a refund, but be sure to check money back guarantee in their SLA first
 

WPCycle

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#10
From a providers stand point, does anyone who commented say anything to the host prior to cancelling or asking for a refund?

I've seen a client cancel an account claiming all sorts of downtime. Looking into it, zero downtimes while their account was active, and zero downtimes or issues with the server. I then wonder if they just said "downtime" as an excuse to cancel :unsure:
 

FerdieQO

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#11
Looking into it, zero downtimes while their account was active
How you are sure your web hosting service has no downtime?
does anyone who commented say anything to the host prior to cancelling or asking for a refund?
I never ask a refund from a web hosting provider because I often pay monthly and at this starting point I can check their service to know if I can go for more months or not hence it is hard to ask a refund from my web host provider as I am a customer.
 

WPCycle

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#12
WPCycle
I can't seem to figure out how to paste quotes, but to answer your questions;

1. Downtime

There's monitors in place that alert of any downtime issues between the OS, the account, and the server. If any of those 3 key ones should have an issue, someone is alerted within a minute.

After that, there's also logs that record every action within the account and the server. There it will show if the account was down due to resource usage, a network issue, DNS issue, OS issue, etc.

All of this ties in with your next comment;

2. Go for months

Many providers will suggest to new clients of their service or of another company to only pay monthly with a new account until there is a level of trust, which could take 6 months to a year or more. Too many times we read of stories where someone paid 1-3 years for a new host, and in 4 months or once the refund period ends, its a disaster. With the tie-in...a provider who is honest will communicate with the client. If the client says "hey, my website is down", the host should reply "were currently working on it", or "there's a network issue and were on stand by with the data center", anything to show the host cares about the customer. Now some of those responses may be from a managed host, where you hope there on top of issues before the client mentions it, but if the customer says January 1st my website was down for 5 hours, and host looks at alerts and there were no alerts, and then checks the logs and there were no issues, the host may lose trust in the customer. Trust works both ways to build a relationship :cool:
 

FerdieQO

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#13
FerdieQO
After that, there's also logs that record every action within the account and the server. There it will show if the account was down due to resource usage, a network issue, DNS issue, OS issue, etc.
If they use a CDN and that caused downtime for their host, it can be counted as a dowtime by your hosting or by them?
Do you provide a report (logs) to your customers say that there is no downtime on your hosting?
 

WPCycle

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#14
If they use a CDN and that caused downtime for their host, it can be counted as a dowtime by your hosting or by them?
If the client uses a CDN, and the CDN was the reason for the downtime, then it's counted as the CDN's fault. I've personally helped some situations where the hosting would still show active by using the IP address, but issues had to be addressed within the CDN account.

Do you provide a report (logs) to your customers say that there is no downtime on your hosting?
Yes. Every account has access to a limited time frame of logs within their accounts, and if requested, they can have up to a year of logs, and they also receive a monthly traffic report.
 

FerdieQO

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#15
FerdieQO
If the client uses a CDN, and the CDN was the reason for the downtime, then it's counted as the CDN's fault. I've personally helped some situations where the hosting would still show active by using the IP address, but issues had to be addressed within the CDN account.
If so, some new users who have less experience on managing web hosting could blame for web hosting providers. I guess that.
 

WPCycle

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#16
WPCycle
That is exactly what happens, and sometimes many forget that the client/customer isn't aware of the many points of failure within hosting, and really, if they're focused on their career/hobby, then hosting is not something they should be studying. It's not different than owning a vehicle. People take their vehicle to the mechanic since that person has the experience and time to do the work.

Most clients/customers don't realize that just for their website to be shown to a potential customer of theirs, the account and OS needs to be working. If not, the host steps in. If it's an hardware or network issue, the data center steps in. If it's a larger network or DNS issue, others have to step in. So just as the customer is looking towards the host for answers, the host also needs answers to provide to the customer. Telling a customer the servers are running perfectly fine while the network is down does reassure the customer that host is looking into it, but to the customer, their website is still down, and the host is their point of contact to the issue.
 

Ash

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#17
I have never had to request a refund for either a domain or hosting because I've fortunately never had any bad experiences with any online companies. But if I were to, it would be because I didn't get a service I bought.
 
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#19
I usually ask for the refund when I'm dissatisfied with the service provider for their faulty merchandise, incorrect content delivery, poor services and not able to meet our expectations catering all our requirements, a lot of downtime along with the poor performance. So, I'm more cautious about the service and love to go for monthly billing cycle whenever possible at the starting phase to check and decide if it is better for me to go for more months or should I need to stop right here as it is always a hard task to ask for refund from any reputed hosting provider informing them that you're not satisfied.
 
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#20
My reasons for asking a refund are:
- frequent downtime
- really bad quality of the hosting services
- rude or not qualified support team
- significant increase in the prices of the services
 

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