Ekka's server/website is down (temporarily)

[Ekka]

It should be back up soon, just that I cant ring these fools from here and they dont respond too well to emails (only automated responses)

The issue is that the c/c details they had on file were my old ones, a new card was issued but they didn't have those numbers ... they tried to process my old card and wella, doesn't work.

The irony is that where you change customer details is not accessable from the control panel ... it's really hidden. In their generic emails that come out telling you that they are going to debit your card they dont give you the link to update or check your details.

Then I get an email saying I have 24 hours to update the details or the site gets shut down, now they provide a link to some obscure hidden place to change my stuff. And you cannot see your stuff or what they have there, you just enter the new.

Anyway, I did that like 9 hours after I got their email (remember our time difference coz the host is in LA).

I also sent 3 emails to tell them to just debit the card (coz there's no way to pay!) but in usual crappy customer service fashion they've done nothing, shutting my site down.

So, I've had to open up a hotmail email facility and sent them 3 dirty emails, still nothing. I got on their 24hr chat thing but they go ... it's a billing issue and this is just tech and sales ... buzz off! No help.

So, buggered if i want to ring and wait on a phone queue all the way from Australia, I just hope the idiots get the darn thing running again.

When our credit cards get renewed here we get new numbers, it's really that simple but these guys have made it a nightmare.

If you are wondering who they are, it's Ipower.

Hopefully back online soon or I'll have to make that bloody call.

 

[a_lopa]

hurry up,theres some great vids on there!

 

[Ekka]

Here's a copy of my filthy email.

What are you people doing?

Now you have cut off my website and emails!

You make the most important part of running a website the most difficult,
paying and changing your customer details. It is not on vdeck, if you have
had 2 PC's crap themselves like I have you dont have your original letter,
the chat people dont help or record the new details.

Now you have disconnected my website and my emails why? Coz you screwed up!

You make no allowances for the fact that I am in Australia, cant just ring
you, am in a time zone that is almost totally out of line with your office
hours and there's no chat place for billing.

I sent numerous emails, the only way I could update my customer details was
when you responded like 12 hours ago, then after numerous beggings and
trying to get things done in the right amount of time to suit you ... you
cut me off!

Funny how when you originally join Ipower you guys can bend over backwards
and process a credit card on the spot.

I am so angry at what you have done, where is the customer info update
stuff? Try to find it as I have, you cant, it's hidden and obscure, the only
way I found it was via a link from you guys sent just yesterday. I tried to
get the chat people to change the credit card details but they fob you off
quickly coz it's a billing problem.

I need my emails and that site running NOW, what is the hold up?

And you dare not charge me $50 reconnection fee for this frustrating
experience.

In your own help centre it says ignore the auto generated reminder notices
... also on none of the auto generated reminder notices did it have the
customer info update link? NO! (how dumb)

I have had to open this msn email to deal with you, you'd think that the
least you could do in situations like this is suspend the website but let
peoples email still work so they can communicate with you. But oh no, lets
blame the customer for crappy ways of doing business.

I certainly would like a response, my stuff back working, and in the event
of you charging the $50 extra, the details of your CEO or boss, coz whoever
it is needs to know what a PITA the system is and how customers get thrown
to the wolves.

The money has never been an issue, pity I cant just click somewhere and pay,
like most "normal" places.

Regards
Disgruntled pissed off victim of bureaucracy
Eric Frei
www.palmtreeservices.com.au
[email protected]

Here's a copy of their response

Dear Eric,

Thank you for contacting IPower Billing Support. I apologize for the problems that you have faced with renewing this account. The account has been renewed, and the reinstatement fee waived as a one time courtesy.

Thank you

And now they say it's another 12 to 24 hours to get it up and running again

 

[Ekka]

Right now, just this minute I got off the chat site with the host. The Tech person got onto billing and wella, fixed and running again.

They stuffed up big time.

So there you go, even after paying the site didnt run till I hounded them ...

... persistence pays.

 

[Kneejerk Bombas]

You sure are an excitable fellow there Ekka. Take a deep breath, relax, turn of the computer, set down the cammera, and take a nice slow walk somewhere there aren't any topped trees.
Repeat twice a day for one hour each time.

 

[xtremetrees]

GJ Ekka keep up the good work dont let these bucket riders get ya down bro..

 

[Ekka]

What an aweful song!

Ah, it's been 3 days, and hey, it's my business and all emails in that period are gone, lost in the black hole of cyberspace.

It's just annoying that the victim has to pound the company to get things done. And they certainly do things rather backward when it comes to paying your account.

Why would you hide a customers details from the customer? and even if you go there you cannot see what they have on file, you just fill in the boxes and hit submit and dont see anything.

I may have cracked 100gig of bandwidth this month but they stuffed that up, what a shocker of a start to the month.

Anyway, it's fixed now.

Hmmm, now I can llok at my stats for last month if they haven't been wiped.

 

[Ekka]

Oh, that's the guy who did Werewolves from London, quite a true story from my experience.

Here you go, now everyone can listen to it.