Customer Service - The Last Resort (Open Letter)
I missed the date of cancellation before my credit card was charged for another year's hosting but gave 3 weeks+ notice of cancellation after that to leave me with 11 months worth of hosting as a refund.
On the 3rd of December I sent an email as my refund still hadn't come through with no reply, I sent a chaser on the 8th of December & had "Yes, we're working on it. You should see the refund in a few days. " as a reply from Caker.
Since then I've sent numerous emails to service[at]linode.com, caker[at]linode.com and billing[at]linode.com with no response. This is my last line of contact.
I find it hard to believe that my mails are going ignored for the sake of just over $200! Are things really that tight at Linode that they have to rip off customers and hope that they just forget about it??
Chris/Billing, please check your mail, don't ignore this. I'm not expecting this post to last long on the board but if it makes you get up & take some action it may have been worth the time.
You have one week's notice from this post to provide the refund owing before I contact my card company to start recovery.
Your reference "Invoice Number: 33222"
Refund and Disputes: All payments to Linode.com are nonrefundable. This includes the one time setup fee and subsequent charges regardless of usage. All overcharges or billing disputes must be reported within 60 days of the time the dispute occurred. If you dispute a charge to your credit card issuer that, in Linode.com's sole discretion is a valid charge under the provisions of the TOS and /or AUP, you agree to pay Linode.com an "Administrative Fee" of not less than $50 and not more than $150.
My problem is that a refund was "being processed" in December & since then all of my emails have been ignored! If I'd have had a simple reply like "Really sorry, snowed under, bear with us" that would have been fine. I don't expect my emails to be ignored thus this is the easiest way I can think of to get somebody's attention without shelling out on phonecalls.
I don't want to start a huge war over this, if it's against policy to offer a refund thats fine, I'll find something to do with a spare Linode for 11 months.
I just found four emails from you in my spam folder, so it looks like I dropped the ball on this one, my apologies. I just now processed your refund, so you should see it appear on your credit card within the next few days.
Again, sorry for the hassle.