So, while visiting a Client, I saw indications
of some of the WORST "customer care" I've
ever seen in action.
Our visits lasted across several days, & -
each day began with an ~9 min summary
of her "VentraIP news"
Background:
Client bought a domain, about a year ago,
&, with it, some sort of Hosting Service,
capable of accommodating an Unlimited
number of domains.
This year, a week or two before that Service
was to expire, she bought ~4 more domains,
as well as a 2nd Hosting Service, as both
were on sale, & Much Cheaper than last year.
She needed some tech support with getting
all the domains where she wanted them: ie:
All on New Hosting Service. That took ~2
sessions, across as many days, but she got
the result she wanted (ie, ALL domains are
now associated with the New (Cheaper),
Hosting Service), so she's been developing
web pages…
Can it be SO HARD to Cancel unwanted Service?
a. She asked Agent to cancel the old Service,
but was told she'd need to Login In & send a
Ticket to Billing, which she then did, in front of me.
All looked good to me, so we moved on to
our usual business topics.
b. Next day, she told me that Billing had would
NOT cancel the old (but costly, I thought:
$120) Hosting Service.
Apparently, it wasn't enough that she'd Logged-
In successfully & made clear her request to
Cancel the old Service (now just over a week
before it was to Expire), is, in a Ticket to Billing.
c. Instead, yet another method was suddenly
required to cancel it.
(By me, I've had better luck with the talkative
folks in the Philippines, &, even better service
again from call centres in India.)
I don't get why a clearly-understood Cancel-
lation request wouldn't have sufficed, in AU.
(VentraIP make a big deal - on their web site
- about their excellent 24x7 Aussie customer
care, but here was someone Refusing to ac-
cept a Written Cancel request…)
Has anyone else had trouble Cancelling a
service with VentraIP..?
(Has COVID' be so unkind to them, that they
need to hold onto every income-stream they
have… by making it unduly HARD to Cancel..?)
Will Consumer Affairs help the company re-
spond more flexibly, to my Client & others
seeking to Cancel other services?
Let us know… Thanks
PS I left out some of the Trials + Tribulations,
that she'd gone through with an apparently dim
Support Agent (She was told, that they're likely
serving "upwards of 5 chat clients" at one time).
But "placing a stumbling-block before the blind"
makes no sense to me, as they organise their
accounts
🤷