Needless Hassle? 15 Day credit??

[TicoGrande]

Admin?

Here is someting I just do NOT understand.

My Accounts Payable person wrote to billing to ask for the 15 day (now 30 day?) credit that you mentioned elsewhere in these Forums. You stated in the Forums that this available for the asking, so I asked her to submit the request to Billing. What she got back was a very puzzling and I just do not undersatand it:

15 day credit

In order to receive a credit to your account, you must request a credit within seven (7) business days after you experienced the downtime. All requests must contain your account number or reseller username, the dates and times of the downtime of your web site, the domain that experienced the downtime, and the server said domain is hosted on. Vortech Inc. will make every effort possible to credit your account in a timely matter. Credit to your account shall be the exclusive resolution to any website downtime. All credits issued are at the sole discretion of Vortech Inc.

This request was submitted through a trouble ticket which includes our username. Certainly, everyone at Vortech MUST know what is/has been going on there. Why the hassle? I have no idea the exact downtime. I have no idea which accounts were affected during the first outage. Many I know were affected. I have no idea which of the servers were down because of your router difficulties, nor which routers were having problems at Level3... in fact, without a LOT of research, we cannot answer most of these questions.

My credit would be only $22.50 but it would take a huge amount of time to research this stuff just to answer all of Billing's questions. I DO know that all my accounts were afftected during the outage yesterday.

Admin? Why make us go though all this work for a very small credit or for any credit for that matter?

ALL this information is easily available from your Tech Support. In fact, all that has to be done is for Tech Support to write an inter-office mail to Billing giving them all the details. One email would provide this information for ALL resellers who will be requesting this credit.

I received an email from another reseller saying that this policy was probably set up to discourage resellers from applying for the credit, but my experience with Vortec has been successful , satisfactory, and truthfully... pretty much hassle free. The tech suport has been great and I am happy with the whole experience... but this policy just does not make sense, and I figured you might want to address this issue for the resellers.

Can you assist with this? If not, can you tell us why all this is necessary?

Thanks

TG

[Vixen]

If you received that response from the Billing Dept, then there was not enough information supplied in the ticket.

Why do we do this?? So the credit gets applied to the correct account. I am sure you would be very displeased if your credit was applied to someone else's account all because you did not provide the necessary information.

This policy WAS not set up to discourage anyone from asking for a credit. As with ANY company we have policies in place for a reason and we must follow those policies to make sure the proper actions are taken with the proper accounts.

If the necessary information can not be provided, within the 7 day period, then unfortunately we can not issue a credit.

[TicoGrande]

Sorry Vixen... your reply just does not make sense:

Why do we do this?? So the credit gets applied to the correct account. I am sure you would be very displeased if your credit was applied to someone else's account all because you did not provide the necessary information.

Of course I want it credited to the correct account. So, the only thing you need is my correct account name. This request for credit was transmitted using the (Internal) Trouble Ticket system which gives you all that information. I certainly understand why you need that info.

What is NOT clear and certainly not addressed in your reply to me is why you need all that other stuff... and THAT was the whole purpose of my Post.

the dates and times of the downtime of your web site, the domain that experienced the downtime, and the server said domain is hosted on.

Why is all this needed? You folks know far better than anyone which or your routers failed, the websites affected, the servers affected, the Level3 problems, etc. Why can you not just get this information from your tech support department? You post to these forums all the time, so you certainly know about all these problems.

I believe you completely when you state:

This policy WAS not set up to discourage anyone from asking for a credit.

But just collecting all this information and sending it to Billing will cost us more than the credit.

Since the only thing that you tell us is really needed is Account Name to assure correct crediting of the money, can you just fix this problem?

Thanks

TG

[Vixen]

There is nothing to fix. As I stated, the procedure was set up so credits could be issued in a timely manner to correct accounts. By withholding information simply because you do not wish to supply it, only causes your credit to be delayed or not applied.

[Funnyhat]

I don't know what the problem is... I got my refund in less than 12 hours. It is as simple as eating pie... Well if you have all your teeth that is... heck with out teeth even :P. Check this out:

Greetings,

I would like to request a refund credit for the router issues the past
week.

My reseller account is "ACCOUNT NAME".

Thank you for your time.

Sincerely,

YOUR NAME

That was a hard one to do...

[mfennell]

Thats basicly the same information I put and I listed a few domains..

No problems.. a few hours later and I was credited the promised amount.

[Vixen]

Thank you guys for showing that we do indeed issue the credits promptly if you give us a lil info.

[Funnyhat]

I must add I sent my ticket in at 10pm last night... So I'm sure if it were during the day it would have been hours... Thanks Vixen .

[TicoGrande]

Thanks Funny Hat!

I copied and pasted your email and sent it to billing. They already know my name, but I put it in again.... so we'll see if your method works. Apparently you got your credit without all the other hassle which is as it should be.

Thanks

David

[TicoGrande]

Vixen... as you can see, a credit was issued to Funny Hat without all the domain-server=router stuff, which is all TG ever asked for.

Funny Hat only supplied his user name which makes sense.

We were under the impression that the user name was included in the Ticket (when theTT is submitted via the Admin Panel). It is when Tickets are sent to support. Guess that information is not included when the TT is directed to Billing.

Anyway, the problem is now apparently solved.

Our AP person sent another request so this should be the end of this thread.

David

[mfennell]

I think billing is closed till Monday usually. So your credit may have to wait till Monday. I maybe wrong though (wouldn't be the first time).

[gadgetgal99]

ironclad rule of thumb for any and all trouble tickets.
At minimum include your name, email, and reseller account name.

I have a tt signature that lists name, email associated with my account, phonenumber, my reseller id, admin id, service userid, and service domain. I just use it with any tt.

[TicoGrande]

Geez!

I leave the office for an hour or two and come back to a bunch of replies and THIS:

15 day credit

Hello David,

I have added a credit of $22.50 to your account for the downtime you experienced due to router issues. I apologize for any inconvenience this has caused.

Thank you and have a great weekend!
Regards,

Lisa
Vortech, Inc.

Now THIS makes sense and is why I still recommend Vortec/Matrix. There was a problem and now Vixen apparently fixed it. Thank you! This makes MUCH more sense than having to include all that other stuff.

And thanks to Funny Hat! Your "Form Email" worked perfectly!

Viva Matrix!

TG

[bubba]

Is there an easy way to track my service account for outages?

[Silverbug]

there is a weekly server report which details server performance. It gets posted to the forum