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Back in the day when Webfusion weren’t owned by Pipex, they were pretty good. Good customer service, competitive prices and good technical support. Times, indeed, have changed. Since Pipex took over their technical support in particular but also their general service has become one giant failure.

Poor refund system

Yesterday, at Blueleaf, we wanted to cancel one of our services with them that had been accidentally renewed. It has been billed for the entire year and so I asked whether we would get any money back. As we hadn’t even entered the next year’s service yet – I would of though this would of been possible. Not a penny back. Even car tax discs give you money back if they aren’t need for heaven’s sake.

Poor cancellation process

Now the most annoying part. Their cancellation process. This is a technological company selling website hosting. So how do you have to cancel? Get emailed a cancellation form, fill it in, and fax or post it back. a paper process for an electronic company. Also, it takes 30 days to process this cancellation, so if you’re on a monthly plan, you will always pay another month. Sneaky, greedy, shockingly slow.

Horrible service

On calling saying I wished to cancel, I was transferred to their cancellation department (it has it’s own department?) the lady on the end of the phone asked what domain name it was for said she would send a form by email. Before I could even say thank you, good bye, ask a question or anything, she had hung up and cut me off. Amazingly rude.

But here’s the crux – at Blueleaf we still have a few minor accounts with them (most of them, thank heavens, are on a great hosts platform now with amazing customer service) – what do I think now – do I feel like a valued customer after that?

Do I heck. Webfusion Fail.

Filed under: Digital Media

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