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Acenet / Terrible service

1 United States Review updated:
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I have had a website with this company since 2005. When I started service with them, I was offered 5GB storage and 75GB bandwidth. Since then my bandwidth was upgraded to 100GB for free by them. I noticed about a years and a half ago, that my storage was changed to unlimited. I assumed this was another upgrade so they could stay competitive and keep customers. When it was time to renew, I called and verified that I would receive the same service I was currently receiving. I was told I would.

On Nov 26, 2008, I noticed that sending an email resulted in an error about an overage on my disk quota. I logged into my account and checked. The disk quota fell back to 5GB. I put in trouble ticket and removed some files that were not critical so I would be able to get email working again. I was told that the plan I signed up for was for 5GB. I was contacted via email/support ticket from billing. I was told that my plan was 5GB of disk space and 100GB of bandwidth. Then, I was offered to upgrade to an enterprise account. I explained that when I renewed, I asked if I would continue to receive the same service and was told yes. I was then told “The unlimited space was not a 'free' upgrade, but a server glitch that needed to be corrected, " and “Server quotas will commonly get incorrectly set as a result of server side complications."

I then inquired when I called and asked about the service I would receive did no one check. I was told “If a client calls in and asks if their plan will continue to renew with the same services - I'm sure the rep would agree…" The response from Acenet was “In fact, had you asked 'Will I continue to get unlimited disk space'".

I had asked for a pro-rated refund of services not rendered since their terms clearly state that I am pre-paying for service. I was told because I was out of the 30 refund time (that expired in 2005) I would not get a refund.

I was lied to. I would highly advise anyone not to use this company.

Jo
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Comments

  • No
      27th of May, 2013
    0 Votes

    Over the pass 6 weeks i have rung 29 times and email 4 for my transferr key for my domain name.

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