Level of upset :: 4
Business in question :: ipowerweb
Complaint :: I started using ipower a couple of years ago and the service
wasn't to bad. For 7.95 a month they hosted our family web site. I decided
to create some business accounts(I design websites) to offer more services
to my clients. This got rather pricey at 8bucks a month and created
a VPS server which they suggested as a better value. Basically it is
just a reseller account and that would work. I moved one client over
to the vps(astra-tr.com) and then I was unable to create any new domains,
I would get a bunch of errors and no one in tech support could help.
It turns out that there is only one guy in charge of vps tech support,
and you can only reach him via email?? Keep in mind I'm pretty pissed
by this point because they say have 24/7 tech support. To them this
means as long as someone actually answers the phone. I use american
express so I ended up getting a full refund(almost 3months after I started
the vps). I also have a few friends that also have horror stories. I
continued to register a couple of domains with them, but you don't recieve
a conforation number or any reciept to print. I's like some guy recieves
these request via email and keys them in when he get around to it. I
would strongly advise anyone to steer cleer of these guys!! Oh and they
just moved from cali to arizona where I live. My friend Chad only recieved
a forth of his money for a refund, so were thinking about paying them
a visit.
Level of upset :: 4
Business in question :: IPowerWeb
Complaint :: Even though I asked IPowerWeb multiple times, both on
the phone and in writing, to remove accounts from auto-newal, they still
charge my credit cards. In one case, they charged my card (I called
into make a $10 change for a client) when my clients expired, but they
never informed me that they were attaching my card to the client account.
Another time, they threw an used checking account into a negative balance
and it took 16 business days (despite the promise of a full refund within
15 business days) and a bunch of threatening and a dispute filed with
the bank just to get a partial refund. The overdraft fee was $38 and
I am still getting charged $33 per day since they didnt refund the whole
amount. I am taking them to small claims court and just got off the
phone with the police department. They play cicles with the email and
phone support. It can take well over an hour to reach someone, only
to have them tell you that they cant help you - and then they transfer
you to someone else. Do not use this company.
Level of upset :: 2
Business in question :: iPower web
Complaint :: I hosted with iPowerweb. Their technical people are useless,
do not know even the basic things. Their Email support is worst, not
even single mails by reply. I applied for Moneyback and no reply to
that too. Very frustrated with ipowerweb.com
Level of upset :: 4
Business in question :: Ipowerweb
Complaint :: Ipowerweb sucks so bad it is amazing about how bad they
suck. Those people must TRY to suck that bad in order to suck that bad.
I ordered a domain (only 1 domain and no hosting) and wait for the
account to be setup. I get an account setup email but the domain is
not registered. I have to email support and tell them to register the
domain.
They register the domain but the username/pass they gave me from the
first email they sent does not work.
I contact support. They apologize and tell me they are sending an email
with it in it. I never get the email. I email them back. They apologize
again and state they will send it this time. (I guess they were joking
the first time).
I dont get it the second time.
I then send 3 emails asking for a refund or for someone to check the
account.
I then get an email stating for security they cannot send the username
and password to another email address. (Well, that is fine and all but
that is not what I requested from them. I just wanted the user/pass
to be sent to the email on file)
They then tell me that this is more a billing issue then a tech issue
and so they send me to billing.
Since when does the billing department send out user names and passwords?
At this point I figure out that billing has nothing to do with their
time anymore because the tech support is scaring away all of the customers.
As it turns out the billing team is more technicial then the support
team because that is the only place you can get any help.
>From now on if you need to talk to anyone with any clue about what
is going on just contact billing.
Level of upset :: 4
Business in question :: ipowerweb
Complaint :: I was unfortunate enough to have a 2-year contract with
this company from 2004 -2006.
But its over, finally. Nobody needs a constant source of aggrivation
in their life, especially a source they are paying for.
ipowerweb does not reply to even numerous requests on their support
web site. They will also change the service without notifing customers,
regardless if it breaks your web application. And get used to your email
being unavailable as they screw around with their server to the point
of the web mail requiring THEIR admin password to access YOUR account.
This is a poorly run business that is best avoided.
Level of upset :: 2
Business in question ::
Complaint :: iPOWER HAS THE WORST SUPPORT OF ANY BUSINESS I KNOW OF:
Christopher Gonzalez
General Counsel
111 E. Broadway, #210
Glendale, CA 91207
Dear Mr. Gonzalez:
This hereby constitutes notice - in accordance with NY State Law - 1.
That Mr. Jordan hereby demands the service he paid for from your client
(iPower), 2. That iPower consents to the publication of all recorded
chat sessions and telephone conversations with Mr. Jordan, and 3. That
iPower has harmed and continues to harm by its actions and inactions,
Mr. jordan and US Pals, Incorporated. Please further be advised that
iPower's failure to act to satisfy their contract with Mr. Jordan will
give cause for legal action. iPower's refusal to serve Mr. Jordan will
give cause to legal action. And any action against iPower may be made
in NY state regardless of terms & conditions made by iPower - in
accordance with NY State law.
I will await a call from my client whom is awaiting receipt of the service
he purchased. This must occur within 48 hours.
Thank you.
Karen B
for S. Wallace
Chief Counsel
US Pals, Inc.
wait for a site operator to respond.
You are now chatting with 'Mark R'
Mark R: Thank you for contacting iPower Live Chat. How can I help you?
Mark R: Hi Stephen
Stephen Wallace, Esq.: Hello. Mark. At the request of my client, and
boss, I am contacting you to confirm the level of support, please.
Mark R: Yes
Mark R: What information you want from us Stephen Wallace, Esq.: My
client is US Pals, Inc. - a non-profit that helps children. The Director
is Patrick Jordan. He has recently communicated with you, and is here
with me now, Mark.
Mark R: Please elaborate your issue so that I can help you in a better
way.
Stephen Wallace, Esq.: Firstly, for the record, I am licensed in New
York, with offices at 39 Bowery, 10002.
Stephen Wallace, Esq.: I have just spent 30 minutes with a very frustrated
Mr. Jordan and have reviewed all chat sessions he has had with you,
and others, as well as several recorded telephone conversations.
Stephen Wallace, Esq.: 1. Mr. Jordan purchased iPage from iPower and
has a receipt. He set up the user name: CaringPals and a password. When
he was unable to login using those, he contacted Tech Support (you).
2. You told him to contact SALES. He did so. 3. Sales told him that
Tech Support would have to issue a "SET UP LETTER."
Stephen Wallace, Esq.: 4. Mr. Jordan called Tech Support, and was told
he would receive the necessary emailed "Set Up Letter" within
5 minutes. When he did not. He called back. He was then told that the
SET UP LETTER could not be sent unless they had his user name.
Stephen Wallace, Esq.: 5. Of course, he provided his user name. (The
recording evinces this). But then he was told that the only way to send
out the SET UP letter was to CANCEL the account, and re-purchase. An
agent named MARK said he would do this with Mr. Jordan on the line,
but then put Mr. Jordan on a hold that I timed at 32 minutes!
Mark R: To cancel and repurchase your account. We suggest you to please
do contact to our billing department directly.
Mark R: You can contact our billing department via email or phone.
Mark R: Toll free : 1-888-511-4678 option 4 Mark R: Outside USA : 1-310-314-1608
option 4 Mark R: E-mail : billing@ipowerweb.com Mark R: They will do
it for you.
Stephen Wallace, Esq.: 6. I am therefore hereby making a legal demand
that YOU issue the set up letter at this time. Your refusal to do so
is actionable under New York State law. Are you willing to provide the
service purchased by my clients. Be aware that your Mark R: We do apologize
for the inconvenience. The technical support department does not have
direct access to any customer records or financial information of any
kind.
Mark R: We do apologize for the inconvenience. The technical support
department does not have direct access to any customer records or financial
information of any kind.
Mark R: We suggest you to please do contact to our billing department
directly Mark R: They will assist you.
Stephen Wallace, Esq.: failure to agree to resolve this issue at this
time may constitute a tort.
Stephen Wallace, Esq.: ARE YOU UNWILLING SIMPLY TO RE-ISSUE THE SET
UP LETTER (email)?
Mark R: We are level one tech on live chat your issue cannot be resolved
Mark R: Please contact to our billing department Mark R: They will assist
you and send you the details as per your requirement Stephen Wallace,
Esq.: And to be clear, you have no objection to this chat session being
made public?
Mark R: You can contact our billing department via email or phone.
Mark R: Toll free : 1-888-511-4678 option 4 Mark R: Outside USA : 1-310-314-1608
option 4 Mark R: E-mail : billing@ipowerweb.com Stephen Wallace, Esq.:
Are you telling me that you have NO MEANS to communicate with other
departments within your company?
Mark R: As we are on live chat and we are restricted Stephen Wallace,
Esq.: So, do you know what a SET UP LETTER is. Yes or No, Please?
Mark R: Yes we have checked the records and found that there is no record
of your account user caringpals Stephen Wallace, Esq.: So, you are now
claiming - despite a previous agent confirming the sale - and the email
receipt, and the charge on the credit card, that you cannot find an
iPage account using the email caringpals@uspals.info?
Stephen Wallace, Esq.: Or are you in fact merely conspiring to harm?
Stephen Wallace, Esq.: I have before me: 1. Credit Card Receipt for
the sale; 2. A recording of a conversation wherein iPower confirms the
sale, and says TECH SUPPORT merely needs to email the set up letter
to Mr. Jordan; and 3. The confirmation email from iPower. Do you still
maintain that there is no such account?
Mark R: Yes we have checked and there is no such account Mark R: We
do apologize for the inconvenience. The technical support department
does not have direct access to any customer records or financial information
of any kind.
Stephen Wallace, Esq.: So it is your position that if your SALES team
instructed Mr. Jordan to contact TECH SUPPORT in order to access his
purchased account, they were incorrect?
Lea F.:Hi, my name is Lea F.. How may I help you?
You: Hello. I am here with my client, after having reviewed prior chat
sessions and recordings of calls to your office. My name is Stephen
Wallace, and I am an attorney. I need to know the name and phone contact
for your counsel. My client is Patrick Jordan, a customer of yours.
Lea F.: email them at legal@ipower.com
You: I will need a telephone number, and attorney's name so as to ensure
I will be in contact with a licensed counsel, please.
Lea F.: sorry no phone number
You: Your refusal to provide this information will be tantamount to
an admission of guilt regarding any potential claims filed against you.
And may not sit well with the BBB.
Lea F.: i dont have any phone number, the best way to get it is email
the legal@ipower.com Lea F.: they will reply to your email
You: Who are you referring to as they. It is a crime to portray that
you or someone with you is licensed to practice law if in fact you or
they are not. Any reputable attorney has a phone number and a name.
My name is Stephen Wallace, I am licensed in New York, and my phone
number is at the offices of US Pals, Incorporated - an NPO that provides
assistance to poor children in America.
Lea F.: For Legal Inquiries:
Christopher Gonzalez
General Counsel
111 E. Broadway, #210
Glendale, CA 91207
Lea F.: thats all that i have
***** URL Received: http://www.ipower.com/about_us_contact.html
Lea F.: i pushed a link so you can see all the contact information
You: For the sake of preserving the record, my client purchased service
from you (and has a receipt). He was unable to access the service for
iPower's failure to set it up as promised. Your customer service refused
to assist him, disconnecting calls, and giving him the run around. Your
actions and inactions have caused harm. And you admit this.
You: What is your response?
Lea F.: He just purchased the Ipage plan yesterday right?
Lea F.: i told him it is not set up yet, normally he will get the set
up letter in 24-26hours Lea F.: it will send to him automatically
You: Yes. And, as you know, he was unable to access his account, and
staff of iPower falsely promised to help, only ultimately disconnecting,
or failing to render any assistance. He was made to hold for more than
30 (recorded) minutes, and he was continually passed from Sales to Tech
to Sales. I have reviewed the sessions, and the behavior of your employees
is outrageous at best. What have you to say?
Lea F.: if he wants to get it today, he can contact our tech support
You: Your staff - obviously playing games (as anyone whom reviews the
sessions and calls will conclude) has by their actions and inactions
damaged a charity organization that feeds and clothes poor children.
You: You are aware that he has spoken with Tech Support thrice. Only
to be told that: 1. "There is nothing we can do until you receive
the 'set up letter.' 2. "Sales must take care of this." and
3. "You must cancel and re-order."
You: Certainly you also agree that this chat may be made public?
Lea F.: ok this is what you can do right now, call 1-888-511-4678 ext
5300 that is our main operator, ask to transfer you to legal counsel
You: OK. Just to be clear: Rather than assist US PALS, Inc. and activate
their account, you are opting to have legal deal with it. And you have
no problem with your decision being made public? TRUE?
You: Please be advised that your failure to object at this time to this
and all communications between US Pals, Inc staff and iPower Staff being
made public by any media constitutes your permission.
You: Thank you for your permission.
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