The Planet Forums > Some SM support answers make me feel stupid

Full Version: Some SM support answers make me feel stupid

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unamigo

Jul 17 2005, 08:45 AM

May be I am stupid!

QUOTE

Summary: I think there is a mistake
Existing Details: May be I didn't choose the correct option somewhere, or may be you was not smart enough to understand what I was trying to do... It is about this ticket: 815315PLNT
I didn't wan't to buy a completely new NAS backup space, I wanted to upgrade my current backup from 10GB to 20GB because it is full.
Can you correct that, please?

Thanks!

Pablo Manuel Rizzo

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(tpersky-07/16/2005 02:52:35):
It looks like you ordered the 20gb nas backup space through the online order form in orbit. What you could do at this point is backup your data to the new 20GB space, and then let us know when and we can cancel the old 10gb space, and take that $10 per month off your monthly bill.

Ok?
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(c16963pabl-07/16/2005 19:52:49):I wouldn't like to change the server config and move all this backup files. Please, can you just cancel the new 20gb space, upgrade the old space and give me $5 credit for next month?
Sorry for the inconveniences!
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(mlaude-07/17/2005 02:14:22):
We can have the 20GB of NAS storage removed from your account for $15 and make sure that there are no future charges for it. With your approval, we will perform this work. From there, we can add more NAS storage space for $10 per month plus a $15 setup fee. Please let us know how you would like to proceed.
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(c16963pabl-07/17/2005 09:39:31): Do you think I'm stupid?

cprompt

Jul 17 2005, 12:05 PM

Um, well, if you ordered 20gb of NAS rather than requested an increase in space, then.... yes.

Having said that, it does seem a little harsh that they want to charge you to cancel the new NAS, than charge another setup to increase your existing NAS. You made a mistake, but it was an honest mistake. Your best bet is either to try and escalate this with SM or accept your mistake and its consequences.

Altec

Jul 17 2005, 12:27 PM

I wish I could vote twice...

Pierre

Jul 17 2005, 12:49 PM

QUOTE (Altec)

I wish I could vote twice...

il est facile si vous êtes courageux et aimez perdre le temps.

unamigo

Jul 17 2005, 01:07 PM

QUOTE (cprompt)

Having said that, it does seem a little harsh that they want to charge you to cancel the new NAS, than charge another setup to increase your existing NAS. You made a mistake, but it was an honest mistake. Your best bet is either to try and escalate this with SM or accept your mistake and its consequences.

Ok, I would vote 'Yes' too, but $15 for canceling is too much, and $15 for upgrading makes no sense at all!!!

Altec

Jul 17 2005, 01:12 PM

QUOTE (Pierre)

il est facile si vous êtes courageux et aimez perdre le temps.

"it is easy if you are courageous and like to lose the time" What does that mean?

Paul

Jul 17 2005, 01:23 PM

QUOTE (Altec)

"it is easy if you are courageous and like to lose the time" What does that mean?

<removed>

Edit: I'll probably get flamed for that reply

cprompt

Jul 17 2005, 03:50 PM

QUOTE (Paul)

<removed>

Edit: I'll probably get flamed for that reply

Not now you chickened out and removed it

Matt2k

Jul 17 2005, 03:52 PM

"Waste your time" is more apt a translation, IMO

Bill Jenkins

Jul 17 2005, 06:00 PM

QUOTE (Matt2k)

"Waste your time" is more apt a translation, IMO

if his account still worked, Pierre would probably say "oui, mon ami, why bother?"

gordonrp

Jul 18 2005, 04:17 PM

IIRC no where have you agreed to a cancellation fee... so look into that if I were you. I had my cancellation fee removed when they pulled that on me.

unamigo

Jul 20 2005, 06:44 PM

FYI, this is the end of the story:

QUOTE

(hsmith-07/18/2005 00:21:19):
The $11 will be refunded to your account.
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(c16963pabl-07/18/2005 17:34:08 ): Ok, thanks! And there will be a $15 setup fee for upgrading to from 10 to 20GB? Really? I'll pay $10 more every month for ever, and you'll charge me $15 setup fee?
Please confirm that.
Thanks!

(eclark-07/18/2005 18:40:21):
Yes, there will be a setup fee as ythis requires us to have a technical rep to setup the higher backup space on your account.

Woud you like to upgrade at this time from the 10Gb to the 20Gb backup on your server?

Thanks,

TC / SM / I365 Server Sales Team
serversales@theplanet.com
1-800-377-6103, ext. 4026

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(c16963pabl-07/18/2005 19:52:50):Yes, please, upgrade my backup space to 20GB.
Thanks.

(mlaude-07/18/2005 20:50:29):
Your account has been billed accordingly. Thank you.

Sending to the appropriate department...
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(c16963pabl-07/19/2005 20:26:19):1.- My backup space was not upgraded yet

2.- This is incorrect:

Backup: DiskSync 10 GB
0.42000 19.98000 8.39000

The price for 10GB is $10, not $19.98

Please, explain exactly what you do

(jstewart-07/20/2005 15:33:05):
your c16963-1 account has been upgraded to 20GB. your c16963-2 account was deleted. I will send this to accounting to verify that your billing is correct.

Thanks for your support!

gemini isp

Jul 21 2005, 05:14 AM

I thought it was just me -- i wanted to upgrade my disksync because i was running low on space. i was told that i had to pay another setup fee of 15.00 wtf --

Then i wanted the lastest templates for Virtuozzo and i was told that i had to pay administrative cost to have them download the templates from Sw-soft ftp server ..

my second problem was fixed by another tech .. the first problem i got pissed off and cancelled the disksync service ..

what going SM -- going downhill man i tell you -- i thinking about getting some servers elsewhere for backup -just in case sm does not fix their issues

is it me or does it seem like Server Matrix is trying to get every little penny from their existing customers

QUOTE

(bwilcox-07/16/2005 19:47:26):
I'll route this ticket to Sales for their assistance.

07/20/2005 14:14:14
Details: I want to upgrade my disksync for this server to 40gb instead of 20gb ..

(mlaude-07/16/2005 23:33:09):
There is a $40 monthly charge added here plus a $15 setup fee. With your approval of charge, we will happily accomodate you.
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(xxxxxx-07/17/2005 07:58:38):why is there a setup fee when i already have the disksync service .. i just need more space .. if the setup has to stick(required) then you can cancel the existing disksync that i have. because im about to go over the 20gb limit and i do see a reason why i have to pay the setup fee ..

please advise

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