webryte

I don't come here much. Never really needed too.

Ive been with Surpass since March 2004. A LONG time. Never missed a payment (auto paid). Overall...I been satisfied. A few server issues..one a complete failure that I spent an entire weekend working with Emmanuel via messenger to get it all fixed. Other than that, minor hiccups.

Last September there was an "audit" of billing (their words not mine). My sites went down - no payment. New billing software maybe ? Took a day to get resolved, they were using a domain based email which should have been changed to contact me about the billing situation. Ok fine, I'll take the blame for that one.

So today...my sites have a big SUSPENDED with the "Contact Billing" msg etc. Looks really nice to clients that are a: already angry their sites are down and b: now think you can't pay your bills.

So I'm thinking hmm whats up ? Contacted help desk. Relatively timely response. "Log in to Modern Bill and update your billing information". What..another audit ?? So why didnt I hear about this one ? The email was changed LAST YEAR when this happened (or should have been). So with no notice, my account is suspended with a stigma attached (loser non payer).

So I try to accomplish what was asked. None of the logins work. The "prior to 2006" nor the "new" login pages work with any of my logins OR email addresses. So I reply, because the last ticket said "I await your reply".

That was at 4:33 pm CST today. 6 hours ago. Sites still down, no reply, ticket OPEN on HIGH priority and ...nothing.

Surpass has ALL the correct billing information, phone numbers etc. Ive never not paid in 3.5 years. So I just want to know why..after my history with your company, you think its ok to treat me like this. What have I done wrong ? Ive never been a bit of trouble to you. NO spam, or high bandwidth or billing problems ever. What you're saying to me is "WE DONT CARE". Im a number, and I can be replaced, because apparently you don't think I'm worth keeping.

E, if you see this I'm sorry but I just couldn't take it anymore. I need some help here.

T. Weiter

P.S. Ticket number open is
Ticket ID: ZXT-747520
Department: Accounting Division
Status: Open Priority: High
Created On: 10 Nov 2007 02:01 PM

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// Quis custodes ipsos custodiet? //

Sentinel

If what you say is true and they have your telephone number on file, then I'm on your side with this one. No account should be suspended (especially a reseller) for non-payment unless they at least attempt to call you on the telephone first.

I mean no telephone support is one thing, but no using a telephone at all? That's just wrong. I can see why they would be averse to phone support for the price we pay. But why not use the phone to call a customer and warn then that their site is about to be taken down? Not everyone checks their email every 5 minutes. A telephone is a great tool for emergencies and taking my website account down I would consider an emergency.

Again, assuming the circumstances you post are an accurate accounting of what happened, then a single phone call could have avoided this.

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SH100 , SH131 & SH124