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Web.com Complaint - Web.com is ruining our business - website builder and email provider
website builder and email provider - Complaint
We recently had to close one of our debit cards due to unauthorized charges. We did not realize that this was the card we used to set up and run our website and email with Web.com. Without a warning or even trying to contact us about the issue, web.com shut down our business website and email. I immediately contacted web.com and updated our payment history. Our website is up and running and I can send emails but we are not getting our emails. All of our business comes from our customers via email and most orders need to be completed within 24 hours. We are losing lots of orders and customers because our clients cannot send us emails. We are a new business that just is starting to take off and this is ruining us. I have contacted web.com via email and phone more then ten times and it still has not been fixed. I find that this is horrible business practices especially for a company that markets itself to small business. In today's market businesses rely heavily on email and websites and cannot afford to have this happen. Web.com thinks they can keep doing this because of the difficulty it would be for a small business to switch to another company.
Comments:
Posted by Alain on 2010-05-31:
Regardless of the difficulty, I'd say it's time to get yourself a new provider.
Posted by Web.com Customer Satisfaction Dept. on 2010-06-11:
We have researched these issues, and found that we did provide notification on two occasions to this customer prior to terminating their service due to 2 consecutive months of non-payment, which is something we have outlined in our terms and conditions of service.
After an account has been suspended, it can take up to 24 hours for a full restoration of service due to domain propogation and other issues. Our ticketing history and review of this indicate that this customer's service was fully restored - including the ability to send and receive e-mail - within 3-4 hours following the payment update.
We understand the critical nature of making sure a business owner's website and e-mail are working, and these issues are treated with high priority when they arise, regardless of who is "at fault" for the issues occurring in the first place. However, it is important to note that in all fairness, payment-related service interruptions are something that this customer had full control over.
Web.com
Customer Satisfaction Department
Main: (904) 680-6600
After an account has been suspended, it can take up to 24 hours for a full restoration of service due to domain propogation and other issues. Our ticketing history and review of this indicate that this customer's service was fully restored - including the ability to send and receive e-mail - within 3-4 hours following the payment update.
We understand the critical nature of making sure a business owner's website and e-mail are working, and these issues are treated with high priority when they arise, regardless of who is "at fault" for the issues occurring in the first place. However, it is important to note that in all fairness, payment-related service interruptions are something that this customer had full control over.
Web.com
Customer Satisfaction Department
Main: (904) 680-6600
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