Hello,

I was a big ole victim in the H1 disaster beginning of this month. During this period I bought 2 new servers, in different centers. I bought both servers separately, therefore dealt with 2 different sales guys.

Both sales guys said the same thing, you get some good discounts.

Now, a couple of days ago I was charged for both servers on my credit card at FULL PRICE without any of the discounts the sales guys gave me.

Now my card is maxed out, I can't do any other buying online for other things, and I'm just down right pissed.

Here's the funny part, in the provisioning tickets it lists the hardware as well as the monthly total for my servers (which is right by the way), so I'm wondering how the heck this happened?

I went from an extremely pissed off customer (during H1 downtime) to happy customer as I thought the planet 'cared' about me giving me some good deals on new servers to an even more pissed off customer.

Anyone else experience the same?

Glad I have saved copies of the live chats.

I see the tickets you created in response to the billing of the two servers and the associated charges that were processed about three weeks ago, and I've been speaking with a billing care supervisor to try and straighten out your account. He's going to do a bit of digging, but if you could send me the copies of the live chats, it may help us target the information more quickly. My email is khazard AT theplanet, or you can PM me directly with the information.

We can access our chat archives to find the necessary information, but because the live chat system is external to our ticketing system, it doesn't automatically tie your live chat correspondence directly to your account, so it takes a little longer to target.

Keep an eye on your account for a new ticket being created by Michael T. He's going to close out one of the mirrored tickets, work through the billing discrepancy and make sure you receive the appropriate credits. I'm sorry that it's taken so long to get this straightened out, but it looks like we have a task list of everything to do on your account.

SAVE EVERYTHING! I save 2 backup text files of everything in chat , there always seems to be issues.

edited for grammar.

Hello,

Hey Kevin, no problem, just sent you an email from my gmail account with the chat scripts.

I love the planet's service and all that and I highly doubt I'll ever move away, but stupid issues like this just drive me nuts.


Thanks,
Joe

Thanks Joe!

I shot you a quick reply. Let me know if I missed anything or if you have any other questions.

-Kevin

Hello,

Issue sorted out.

The scoop for others who care lol

H1 fiasco happened around June 1, I bought 2 servers one on June 2 and the other on the 6 (I think) and my regular billing cycle for the H1 server was every month on the 17. So the billing did a 1.5 month charge as essentially the new servers were replacements for the h1, so in order to keep the billing cycle on the 17 they did a 1.5 month charge for each server.

I totally didn't authorize the 1.5 month charge, but it makes sense anyways and I'd rather have my billing cycle in the middle of the month as opposed to the beginning/end of each month (when all my other bills are due).

What really threw my off was the charges didn't show up on my statement until June 20, so not sure what happened there but oh well


Thanks Kevin for looking into this for me! Geez, I should just email you my issues instead of helpdesk, eh? Just kiddin'.