WebFusion - worse hosting company?

isofa

Just as I often champion companies who give great service, it's only fair to redress the balance, especially after the past 30 minutes I've spent on the telephone to these today.

Cancelling a hosting package, because of their failure to get something working as promised, was one of the worst experiences I've had with a company in many a year. They are part of the Pipex group which is well known for bad customer service, we should haven't known better!

Reasons why I'd steer clear of this unprofessional company:

1. There is no direct person-to-person support, questions go into a queue and is answered (by e-mail) by anyone - often taking ages for important queries, and often the tech support completely missing the point of your question, instead regurgitating something out of the FAQs as if you can't read.
2. They refuse to provide you with the tech support persons' direct e-mail for any follow up, and if you ask the tech support person direct (on the thread response tool, they also refuse)
3. When contacting customer services or accounts, you can't have a direct line to speak to anyone on a return call - so each time you have to explain the whole procedure again to a new person.
4. Equally, they won't give you a direct e-mail to contact anyone (support or accounts), even after you've spoken to an "adviser" from a generic call number.
5. Upon cancellation, even when they couldn't provide one iota of the service promised, they won't honour a full refund.
6. They send you a cancellation form, if you e-mail it back to the provided address it bounces. The postal address supplied is incorrect, so you spent another 30 minutes on the telephone trying to explain it all again. But of course if they don't receive it quickly, you get charged extra - naturally!

WebFusion: absolutely diabolical. Customer service - 0/10.

Thank goodness I use Zen for the remainder of our services, who are in contrast fantastic and professional.

TechTerry

They are also expencive :beer:

pc_wizard

I ALSO HAD TROUBLE WITH WEBFUSION HOSTING.

I have just tried to cancel and they say they needed 30 days notice which was aparently in the small print in their terms and conditions when i signed up a year ago:p IF YOU DONT GIVE THEM 30 DAYS NOTICE ANY INVOICES ARE PAYABLE IN FULL.

Webfusion actually saved my debit card details for over a year and guess what? They tried to debit my bank card again for another year:rotfl:

When you send them an email they open a support question on a support forum of theirs,nothing gets done they just change the status of the question to SOLVED:T after 72 hours.

Anyways they tried to take payment for another year but they FAILED:D That was because i lost my bankcard and got a new one from my bank:D

robert_harper_2000

I'm about to cancel my policy with these guys, who do I ring? Can you scan the cancellation form and send it via e-mail?

pc_wizard

dont think you can send the cancelation form via email you have to send it the old fashion way and a lick a stamp:rotfl:

isofa

I managed to, but took a while, ring them up and they give you an e-mail address to send it to. It doesn't work it'll bounce back, so ring again, and if you pester them, they'll begrudgingly give you a personal staff e-mail "only to be used in this circumstance", that didn't work either, so I emailed a sales guy and he forwarded it on.

They are awful, if they make it this hard to contact them, they aren't worth the trouble.

I now only deal with companies which provide direct emails to support, sales and accounts staff. None of this support thread nonsense.

tom-w_5

pc_wizard wrote: »

I ALSO HAD TROUBLE WITH WEBFUSION HOSTING.

I have just tried to cancel and they say they needed 30 days notice which was aparently in the small print in their terms and conditions when i signed up a year ago:p IF YOU DONT GIVE THEM 30 DAYS NOTICE ANY INVOICES ARE PAYABLE IN FULL.

Webfusion actually saved my debit card details for over a year and guess what? They tried to debit my bank card again for another year:rotfl:

When you send them an email they open a support question on a support forum of theirs,nothing gets done they just change the status of the question to SOLVED:T after 72 hours.

Anyways they tried to take payment for another year but they FAILED:D That was because i lost my bankcard and got a new one from my bank:D

A word of warning - this is exactly what happened to me. Caught out by the hidden 30-day notice period, and issued for a bill for £444 for another year's VPS hosting. The credit card had expired in this time, so they didn't get the money that way. But I've now received a letter from their debt collection agency demanding payment. I cancelled my contract 7 days before the renewal date - and am now facing a bill for a years service (which, of course, I can't access having cancelled my account).

So beware... you may have a fight on your hands.

Good luck,

Tom

RD444

i had to put the links in a stupid way because the forum was rejecting them


I am having the same problem

I got a 30 day cancel email

i rang up and they said its too late to cancel by letter now

they sent me a form , which i printed and signed

on the form it had a link to send it

BUT THE LINK DIDNT WORK

ht
tp://ww
w.webfusion-
support.co.uk/login.aspx

(it needs an 's' ........ i realise now)


so i sent the scan of the cancellation form to

sales
@webfusion.co.uk

hosting-customerservices
@webfusion.com



NOW THEY ARE CHARGING ME for a YEARS service claiming that because i didn't send through the website link that didn't work. or a letter, i was advised not to send.

saying it was not valid and i will be charged for a years service


Is this illegal?

isofa

Try accounts@webfusion.co.uk

Also post it recorded delivery to their office, so you have a signature on receipt. They are a hopeless company.

RD444

email bounced

RD444

thanks thats some good info

i got a bit of a result

today they agreed they would only charge me half for the hosting i am not going to use.

it still sucks but lifes too short

I will never use pipex hosting again......