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#1 |
Registered User
Join Date: Oct 2009
Posts: 3
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Unbelievable: Will not refund 1 year payment after less than 24 hours!
I received an email from Fluid a couple of weeks ago asking me to consider coming back. As a former customer, I had a fairly good experience with Fluid, and decided to give them another try.
I chose the Deluxe AHA hosting package and, seeing that paying for a year at once would give me two months free, I chose that option. Oddly enough, my bill was $300 instead of $250 as listed in the pricing table. I figured perhaps the $50 would be taken off after the initial transaction. Well, I used it for an hour or two and quickly discovered that this just wasn't going to meet my needs, that I would need to go somewhere else and get a dedicated server again. So, I clicked the refund button in HSphere and also opened a trouble ticket explaining why I was leaving. Now I get a message that because I paid for a year, it's NON REFUNDABLE. That's right. I used it for less than 24 hours and I'm being told that I'm out $300. After multiple back-and-forths with Gamaliel Waney, I'm being offered a VPS, but still no refund. I don't want a VPS. I just want my money back. For something I bought less than 24 hours ago. Are they really going to hide behind the 10 pages of dense legalese in the service agreement, or are they going to do the right thing? |
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#2 |
Fluid Hosting Staff
Join Date: Feb 2003
Posts: 3,298
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The right thing is for both parties to fulfill their contractual obligation. When you enter a contract with us, we have all the intention to fulfill our obligation to you. And I am sure you would expect us to do so, in order for you to get a guarantee for the service you purchase. In return, we also expect customers to do the right thing by fulfilling their obligation to us as well.
Per our terms of Service, our 30 day money back guarantee voids when customer signup with longer term contract. The 30 day money back guarantee is only offered when customer signup with monthly billing.
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Do to others what you would want others do to you. Last edited by FH-Dave; 10-21-2009 at 07:49 AM. |
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#3 |
Registered User
Join Date: Oct 2009
Posts: 3
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Really? The 30 day guarantee doesn't apply to people willing to try a long term commitment? That's absurd. Are you really hurting that bad that you need to defraud people like this? And let's be plain here. This is fraud. This is deliberate deception. You're hiding behind legalese to take people's money. Did the management here come over from a cell phone company?
Your responses are only getting me more upset. I want my $300 back. I have no intention of contributing to the well-being of your teetering company. |
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#4 | |
Fluid Hosting Staff
Join Date: Feb 2003
Posts: 3,298
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If our Terms of Service says one thing and we do another, then it will be a fraud. But how can it be a fraud if you have agreed to our Terms of Service? We don't even force you to agree to it.
From our Terms of Service, which you have agreed to: Quote:
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Do to others what you would want others do to you. |
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#5 |
Registered User
Join Date: Oct 2009
Posts: 3
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Yeah, you guys must have come from a cell phone company.
Let's be clear: I received my account setup email at 5:36pm on Monday. I pressed the handy "money back" button at around 8:00am on Tuesday morning. A little under 15 hours had elapsed. Your sense of customer service tells you the proper reaction is to keep my money - a year's worth - and tell me I'm SOL. Dave, how does that fit in with your signature? |
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#6 |
Fluid Hosting Staff
Join Date: Feb 2003
Posts: 3,298
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Hi Ken,
From where I come from, we take a pride on anything we do. If I sign something, I will make sure I do what I promise to do. That's also what I offer our customers. A guarantee that customer will always receive the kind of service we have agreed to deliver. I think that fits nicely with my signature. I will close this forum now. If you have any issue with your account, please open a ticket and we will work with you to resolve any issue you may have. Thank you.
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Do to others what you would want others do to you. |
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