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Fri, Oct. 7th, 2005 02:20 pm
MidPhase.com

Thought people at large might be interested in the case I just filed with the Better Business Bureau about my experience with MidPhase.com.


Case ID #94041067
Purchase Date: 9/18/2005
Purchase Total: $183.35
I purchased a hosting account with an addon "DevPack". While I did receive an activated account with access to administer the account via cPanel, I found myself unable to make permanent changes to any of the features I had paid for, whether in the basic hosting account or in the DevPack addon.

I cancelled my account twelve hours later, frustrated that I had to go through their customer support team to make basic changes to my account. I submitted my cancellation request through the MidPhase.com website on 9/19/2005.

Upon cancellation, I received a phone call from Dan (Ushman, I believe, though he didn't announce his last name during the phone call) asking why I had cancelled so soon. I explained my frustration with the midphase user interface, that I hadn't been able to achieve anything that I needed to do and that the work had been of a somewhat time-sensitive nature. He agreed, that midphase was having trouble with their web administration feature and that I wasn't able to do what I wanted to do, but that they were working on fixing the problem, and asked if I wanted to wait for the fixes. I opted to continue with the web host I had switched to on cancelling my account.

Next, I received the following email on October 3, 2005:

From: Cancellations@midphase.com <cancellations@midphase.com>

To: Cheryl Brummer <cinediva@gmail.com>
Date: Oct 3, 2005 5:12 PM
Subject: Re: [#219186] [ support ] [ cherylbrummer.org ] Cancellation

Hello,

I just wanted to let you know that your account is now closed with us. If you registered a domain with midPhase, and would like to keep the registration, please reply to let me know; otherwise, the domain name will not be renewed.

Thank you for selecting midPhase, and best of luck. Please keep us in mind for your future web hosting needs!
Your refund was $143.40. DevPack is not refundable.

--
--
Dan Ushman
General Ops & Billing
midPhase Services, Inc. - #1 Recommended Web Host!

Phone: 312-386-1640 x227
E-mail: dushman@midphase.com


Reading this, I was irritated that nearly $40 of my original payment was being refused refund, when the services I paid for were never successfully available to me for use.

I responded with the following message:

From: Cheryl Anne Brummer <cinediva@gmail.com> Mailed-By: gmail.com

Reply-To: Cheryl Anne Brummer <cinediva@gmail.com>
To: "Cancellations@midphase.com" <cancellations@midphase.com>, billing@midphase.com, dushman@midphase.com
Date: Oct 3, 2005 11:33 AM
Subject: Re: [#219186] [ support ] [ cherylbrummer.org ] Cancellation

Sorry for the double email. But I just reviewed my original order receipt and I
expect to receive a full refund for the DevPack. There is no excuse
for keeping over $40 of my money for a service I used for less than a
day, more than two weeks ago, and which caused me enough stress for me
to cancel my order less than 12 hours after placing it.

More fundamentally, my reason for cancelling was that the DevPack was
not working. I was unable to add add-on domains even with the
"assistance" of your customer support representatives. It is
unreasonable for you to refuse me a refund for a service that you did
not provide.

Your website advertises a Risk Free Guarantee, and I took you at your
word. However, if this doesn't mean that I actually get 100% of the
money I paid to you, I will be happy to share details of my experience
with potential customers and the internet at large.

If you are unable to take care of this request for me, please direct
me to the staff member at midPhase who can.

~ Cheryl

Receiving no response to this message, I called MidPhase.com and spoke to a representative named Mike, who told me he did not have the authority to handle my request. I was transferred to Mark Choi, who told me that he felt that midphase billing services had handled my request appropriately by refunding my hosting fees - that DevPack was non-refundable and that I would not be receiving a refund for it.

I explained one last time that I never received successful access to the features included in DevPack because of the system problems MidPhase was experiencing with cPanel, and that I continue to request a full refund for services I didn't receive.

He refused again, and I asked if I could speak to his supervisor. He responded that he owns the company. I expressed shock to learn that he would be willing to hang the reputation of his company on $40, and he told me that he would talk to Dan (the representative who sent me the first email response included above) about my situation and get back to me.

I would like the remainder of my payment to MidPhase, a balance of $39.95, refunded to the card I used to pay them.

Current Mood: angry furious

16CommentReplyShare

zia_narratora
zia_narratora
tea berry-blue
Fri, Oct. 7th, 2005 09:35 pm (UTC)

Tell the credit card company to refuse payment.


ReplyThread
cinediva
cinediva
A journal of creative outlet.
Fri, Oct. 7th, 2005 09:41 pm (UTC)

Well, but isn't it complicated by the fact that they've already refunded part but not all of the original payment?


ReplyThread Parent
zia_narratora
zia_narratora
tea berry-blue
Fri, Oct. 7th, 2005 10:06 pm (UTC)

That's the company's problem,not yours. They didn't refund you for the thing you want to be refunded for.


ReplyThread Parent
cinediva
cinediva
A journal of creative outlet.
Fri, Oct. 7th, 2005 10:10 pm (UTC)

Good thinking. Calling the cc company now.


ReplyThread Parent
castorsd
castorsd
Adam
Fri, Oct. 7th, 2005 10:07 pm (UTC)

no. Yo should be able to tell the CC company the details. Explain that you never received the service you're being billed for (the fact that it was off-line means, when you paid, and they didn't deliver, then you never "received" the service)...it's your CC company's job to cover your ass. ;)>


ReplyThread Parent
chugger98
chugger98
Noelle
Fri, Oct. 7th, 2005 10:09 pm (UTC)

aww, my friend Adam, the smartie.


ReplyThread Parent
castorsd
castorsd
Adam
Fri, Oct. 7th, 2005 10:14 pm (UTC)

;)>


ReplyThread Parent
cinediva
cinediva
A journal of creative outlet.
Fri, Oct. 7th, 2005 10:09 pm (UTC)

You people rule. Calling the company now.


ReplyThread Parent
castorsd
castorsd
Adam
Fri, Oct. 7th, 2005 10:14 pm (UTC)

best of luck. ;)>


ReplyThread Parent
chugger98
chugger98
Noelle
Fri, Oct. 7th, 2005 10:04 pm (UTC)

I work for a company that holds the customer so highly, it's UN-freakin'-FATHOMABLE that someone would do what they did to you...

here's to you becoming a boil on the butt of midphase... hahaha.


ReplyThread
cinediva
cinediva
A journal of creative outlet.
Fri, Oct. 7th, 2005 10:07 pm (UTC)

Seriously! So do I! I freaking used to MANAGE support for a company that is seriously the best customer service I have ever seen.

I love the people I work with, and the customers I serve, even on a bad day, I never treated anyone even close to the way I was treated today by MidPhase.com.

And I love the companies I love. MAC, Starbucks (just not the one on my block ;), Nordstrom, I could go on, but why?


ReplyThread Parent
docmanhattan
docmanhattan
Doc Manhattan
Fri, Oct. 7th, 2005 10:58 pm (UTC)

Yikes! Like your pals have said already: Credit Card banks' strongarm tactics are awesome when they're on your side. The BBB filing is good for helping your fellow man avoid this in the future, so karmic thanks.

At least I just dropped my service for being negligent, rather than face-to-face jerks.


ReplyThread

(Anonymous)
Sun, Jan. 21st, 2007 12:33 am (UTC)
Buyer Beware: Do not host with MidPhase

I feel for you, sister!

I signed up for an account with Midphase on August 30, 2006. They suspended my account because of their internal policy that I wasn't CLEARLY made aware of when I originally signed up because I was misled to believe one thing. After many, many emails to various people in their organization and MUCH MUCHO BULLSHIT FROM THEIR STAFF IN A SPAN OF 5 MONTHS, I STILL HAVEN'T RECEIVED MY REFUND.

Check out the full account (with e-mail screenshots!) of my HORRIBLE experience with MIDPHASE here:

http://www.bryanboy.com/bryanboy_le_superstar_fab/2007/01/buyer_beware_do.html


ReplyThread

(Anonymous)
Wed, Oct. 10th, 2007 08:11 am (UTC)
Midphase.com

We gave midphase.com a try in 2006 with the 1 month Free trial.
after two weeks we know that the company did not work well with our xcart shopping cart system.
We called Midphase to cancel our account and they told us that they will close our account.
A week later we noted that our credit card had not been refunded, so well called again and the support told us we had to submit an email requesting a closing of our account.
So that is what we did, sent a email reqesting a closing.
At that time we was sure, that our account was closed.
But no, a year later we noted that not only they did not close our account BUT charged us for another year.
We called right away as soon as we got our credit card bill and they told us that they will not refund or retro our account.
There has been no Activity in that account not even a logon in two years and they know that, but all they could think about is taking our money and runing.
They hide there cancellation email account deep in their terms of sale and not even hot linked you need to copy an past into you mailer system like outlook and that is the only clue in thier website to cancel.
Well, we followed thier bullsh** directions and still got ripoff.
I have been a webmaster for over 20 years, it's not good idea to ripoff some one like me.
tntdancedesigns.com


ReplyThread

(Anonymous)
Fri, Oct. 30th, 2009 04:44 am (UTC)
セッ クスフレンドセ フレ

セックスフレンドセフレ
(http://www.11akay.com/)


ReplyThread Parent

(Anonymous)
Sat, Mar. 15th, 2008 09:49 pm (UTC)
update?

I'm curious about what the final outcome was for you with your cc company and/or bbb. I'm having my own issues with Midphase although my problem is with the web designer.

Angel
http://aarvello.wordpress.com


ReplyThread