This year I changed over my hosting to the lovely folks at bluehost. The rates were lower and they were recommended in conversations with fellow bloggers. So far I’ve been more than happy with their service.
My prior hosting provider, Jumpline, has done little to convince me to stick with them and this latest incident is just icing on the cake.
They still had domain registration rights to this site and I was waiting for the term to lapse so I renew with bluehost and have everything under one roof. However when the domain was up for renewal, Jumpline was more than happy to auto-renew and lock me in for another year of crappy service at an outrageous price.
Of course I wasn’t too pleased with this move.
I called customer service who told me I was out of luck, the domain was already renewed and I couldn’t do anything. I was not happy that they were using my credit card for auto-renewal without telling me, and I asked to remove my credit card from their files since I was absolutely never going to use them for anything ever again. The rep told me I couldn’t do that until I got a renewal notice next year.
So I did what most people online when they encounter terrible service: I bitched about it on Twitter. I wasn’t surprised to see a quick response from their Twitter account. They also did their homework once they saw the tweet- because later that day I got an e-mail from them saying they went ahead and removed my credit card information from my account before I could even reply back with my story. Good job to Jumpline for catching that, but they still have my $30 which I did not want to give them- it would of been nice for them to issue a refund.
Bottom line Jumpline did what most businesses are trying to do: stay on top of social media customer service. They did a good job in jumping on top of my tweet, before I decided to go on an anti-Jumpline Twitter tirade.
However instead of treating the symptoms, businesses need to cure the disease. If they did the right thing when I called them I most likely wouldn’t have sent off a 140 character piece of hate mail.
Social Media Customer Service doesn’t start with a tweet- it starts with better customer service.