Interland Reviews
Interland : Interland Reviews : Untitled
Aug 10, 2003 by Catherine M Alexander ()
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to this review here I was a satisfied Burlee customer. After Interland took over I had ongoing problems with site downtime, mail outages, loss of web stat logs, and unresponsive email tech support.
Before I cancelled my account I called Customer Service. Because of what appears to be a loop in their phone forwarding system I was bounced from one from Customer Service rep to another, 4 in all. I asked each one the same question: As a prior Burlee customer, would I receive a partial, prorated refund based on a year's pre-payment. One rep said she didn't know the answer. One rep said she "believed that yes, prorated refunds were the policy". Two reps said that "it is the policy of Interland to make partial refunds for unused pre-paid accounts". All of them said that I would have to confirm this with Billing. I attempted to call billing, using 1. a number that one of the reps gave me and 2. allowing another rep to forward me. I was cut off the first time and left on hold for 45 minutes the second time.
I cancelled my account and asked for a partial refund. Interland responded with :
"We are sorry to hear that you are cancelling this account with Interland. We value
your business and would like to help with any unresolved issues. The account,
squeakyfiddle.com, will be cancelled. Unfortunately, according to
Burlee/Communitech guidelines and procedures, no refund is available. However, if
there is anything we can possibly do to change your mind about cancelling your
account, please re-submit this ticket within 2 business days."
I have asked my credit card company to dipute this.
(I gave their Customer Service a 2 because of a single phone transaction with one polite, intelligent and efficient technical whiz. Otherwise that rating would also have been 1)