An Open Letter to Freeserver, by Michael Davis – Straight No Chaser #349 | @MDWorld

May 19, 2014 Michael Davis 1 Comment

Sir,

I’m amazed at just how downright, completely and utterly incompetent your company continues to be with regards to my account.  For years this has been going on, and for years your crackshot team has ensured me that I would not have these problems again.

I wanted to avoid this type of response, but I see nothing I do has worked, so I’ll have to get a bit loud.

What follows are the top ten reasons I’m about to use my considerable media reach to publicly voice my total displeasure with your service unless you fix the issue once and for all.

10. I have a record of every call and every person I have spoken to regarding your problems with my account and your incompetence going back almost 4 years.

9. Each time I called, I was told the problem would be taken care of and would not happen again.

Guess what?

8. The problem is always resolved for a bit, but never for more than two months at best; most times the problem would resurface each month, and on at least one occasion the next day after the problem was ‘fixed,’ it went bust again, depending on which of the two recurring issues it happened to be.

7. The website is always back up in a matter of hours as promised…

6. …then the website is down because of something on your end that you are always quick to say is my fault. I cannot remember a time when I did not have to tell your tech to look at the notes on the account.

You said…

5. The website was taken down for lack of payment, or the credit card on file was refused, or the brand new one (used today): the card was reported stolen.

NONE of those was EVER the cause for you shutting down my account. My credit card was, is, and has always been valid. Your email states today that the website has been reactivated, and again it says it was MY fault that the card was reported stolen.

The following item is when you guys SHOULD understand how bad you screwed up. But I doubt it. I really, really do. Pity, because I guarantee the news media, bloggers, the public, and special needs kids who eat soup with a knife will understand just how incredibly badly you screwed up.  Guess what? Yes, my website is back up. You reactivated my website. I can get on my website!

Guess what?

4. Because of your consistently bad service I had my website…wait for it…wait for it…wait for it…

3. Removed from your goddamn server! Years ago! THAT WAS NOT WHY I CALLED!! AGAIN!!

2. Every time I called or emailed, it was made crystal clear to you I had my site removed from your server!

…And the number one reason I’m about to unleash a world of public relations pain on you…The issue, which since its been happening has never been resolved, was the deleting  of my email accounts! Reason? YOUR reason? Because I’m a  f r e e u s e r. I am not a free user!! I have never been a free user in the damn near decade I’ve been paying you people to screw up my web presence.

Another thing: there is nothing wrong with my credit card. It was not reported stolen, and in fact it’s the same credit card that has been on this account for 10 damn years. You have been charging that very card.

Do you think I’m so damn stupid that I would fall for that clear attempt to make this years-long horrible service my fault? If the card ‘keeps’ coming up reported ‘stolen,’ how in the hell are you billing it??

The problem is on your end. Just review the tapes you have of my monitored calls; just about every customer service agent said the problem was clearly on your side.

Perhaps you can’t find those tapes. Well, that would be a pity…for you. I just so happen to have recordings of the last 7 calls, and I’ll be happy to share them with you.

Look, I know what happened. This account was the perfect storm of what could go wrong, did go wrong. Again I ask you to check the tapes, and you will see all I ever ask for is for you to just fix the problem.

Your customer support is always pleasant and professional, and I’m always hopeful things will get better. They don’t.

So I’m going to give you one more chance to just fix the problem, but I now expect to be credited for all the time my site has been deactivated and access to my emails has been denied. You don’t know? I do.

You may be considering just telling me my business is no longer welcome and just close my account. That would be the wrong move of all wrong moves.

UPS, or United Parcel Service, made the error of doubting me recently over a serious matter. They quickly learned whom they were dealing with and righted a very big wrong within days. Believe me, don’t believe me, I really don’t care anymore. Just please fix my email accounts and credit my account.