Its important to understand whats included in website hosting and being an easy going and open minded website design company we can help and cater to everyone but it does really help when website client’s act fairly and honestly, this following example conversation demonstrates that:
1, Some people expect everything for nothing
2, People seem to be hard to reach, have accidents, problems only when they need to pay you money
3, They forget what was agreed when its convenient 🙂
[Website Client] As you probably remember you took over my details from the other Essex Website Design company, quite a while ago, well I need to get the FTP details to be able to edit could you let me know these please. Regarding your hosting invoice this was never told to me via the other company, nothing was explained to me, as she set it all up and never told me anything and i didn’t know any of this, I will try and get this paid in the next couple of weeks hope that is acceptable as at the moment have no work coming in as was in car accident and unable to work, I do apologise for asking you to explain. I will see what i can sort out but am not 100% sure but will let you know. Could possibly sort for the following week, which would be better for me, but leave it with me and i will let you know.
Just keeping you up to date a cheque I am waiting on hasn’t arrived and wanted to pay you out of this, I’ve been assured it will be here in next day or so, and I’m hoping to have it cleared by end of the week, and then I can send your payment out would this be acceptable, I do hope so, I don’t normally have this problem but with my accident I had I have been very low on work, I do hope you understand and am keeping you up to date as don’t like to let people down, if I had known about this it would have been easier to have put this away for you. Kind regards and I await your reply on the same.
Just to let you know I’ve been told the cheque will clear tomorrow so will do a bank transfer for the amount of £45 tomorrow for you, just to let you know a bank transfer was done for the £45 today from my partners account as my bank wasnt open, we did give them the invoice number etc so it should tally up, please let me know by confirmation of email that you received this message, thank you once again for being so patient it was greatly appreciated.
[Website Designers] We just noticed that you are having your website redesigned, it reminds me of another site I saw recently and if you want any help on this we can obviously step up and help you here
[Website Client] Thank you for getting back to me, what do you mean it reminded you of one you had seen, same lay out? do you mean? do you remember the name of the company?
[Website Designers] yes exactly the same as yours, here is the link to the template that your new website designer seems to be using.
[Website Client] I have been thinking, I would to like to have the control of the hosting and email. How do I do this, if I decide to? If I no longer want your hosting, email / webmail or ftp access services, can I request a refund, and what happens from there? How can I have the domain over to me?
[Website Client] When anybody receives a message from me there is no name coming up just a punctuation mark, can you explain why the company name or my name isnt coming up at all please.
[Website Designers] You have setup your email name in your email client (Microsoft Outlook) with the punctuation mark. If you have outlook goto tools > account settings and change it in your email account tab
[Website Client] ok I never had the problem before only because a customer told me i knew, I will see whether I can change this, never had to do anything before, sounds silly but I am not on my usual laptop and am using my pc and not sure whether I have outlook, I don’t know where to look.
I havent received an invoice from you and I’ve not been around lately online as have had a few problems personally. With regards to you being the hosting provider ive decided to change to someone else (a friend of my boyfriends says he can do it for £5 cheaper per year) and would be greatful if you could change the IPS TAG to the one I will send later, please could you let me know when you have done this.
[Website Designers] We sent an email with invoice on the 16th October and then a reminder on the 15th November. Your hosting period has now re-started by going into the next period and as such needs to be paid for, if you want to move it to another company we would also need the transfer out fee of £45 (detailed here – http://www.delicious-webdesign.com/other-website-charges.html).
Therefore you can pay the £45 hosting and continue your hosting / ftp /email access until next year or pay hosting plus transfer fee and will initiate the transfer by updating the IPS tag for you. Please tell us what you want to do and if you still want to transfer I will update the invoice and get it out to you.
Your invoice is now overdue by many weeks and would like to have a reply or payment immediately to avoid any disruption to your website / email services.
To avoid your website and email services being stopped you need to pay for your website hosting, please do not ignore these emails as the website and email service will have to be removed / withdrawn if no hosting is paid, have previously informed you about the hosting costs and expect a prompt / professional reply to enable us to get this sorted for you.
We have disabled your FTP access today, on payment of outstanding fees this will be reinstated. Now your website is suspended on payment of outstanding hosting fees this will be reinstated
[Website Client] I feel its very unprofessional to naturally think I was going to renew with you firstly, i hadn’t had any invoice from you anyway and you took it upon yourself to start it again….At the moment I’m not prepared to pay any more as I’m not under any contract with you, and never have been, you’ve never sent anything for me to agree to, since you was first introduced to me, and if you remember at the beginning i wasn’t even informed I would be paying anything, I have not agreed anything with you on contract and therefore do not owe anything, i would like you to change the IPS TAG. I would like to hear your views as feel very let down to be honest
Further to our conversation of yesterdays date.Although Im not happy with how this has been dealt with both yours and the previous website design company’s side I will agree to disagree, and will make arrangements to pay the monies into your account by 13th February, that is the earliest i can do this as explained to you yesterday currently am not working.
This is on the proviso that you then once monies are paid to you that you provide me with the details that i asked for so i can change the ips tag plus a confirmation email stating that you will email me or phone me a month before its due to end and i then can remove it from your hosting and no longer carry on with yourselves I wait to hear confirmation from you that you have received this email
[Website Designers] ok as I understand your email I will invoice you for the hosting period we are currently in and for the transfer, therefore please find the invoice attached for £90. Once this is paid you can request the transfer at any time or we can update your IPS tag immediately. Like last year we will email you prior to renewal to give you plenty of time to move to a new host. If you only want to continue your hosting I attach the original invoice but if you want to transfer away I include the other invoice that includes the transfer fee. As a gesture of good faith we have restored your website today as you have agreed to pay. We agree to email / phone you a month before your hosting is due and will not invoice you again.
[Website Client] As sorted with yourself payment needs to be made today I am currently away as my father had some problems, and it was out of the blue, I know I need to make payment and will finish the hosting until the end of the term (please advise me of the end date) and wondered whether I can do through paypal at all as I have nothing else with me, please could you let me know asap would be greatly appreciated.
Just to inform you that the £45 has now been sent to you via paypal pls confirm that the same has now been received
Im Trying to add some links on to my webpage and I can’t log on to the site – the FTP username/password or both has changed. Could you please let me know why and provide me with FTP details? Then I can get on and add the links. Please could you do asap many thanks
With regards to re hosting i do not wish you to renew the website hosting as I would like to do this for myself.
[Website Designers] As you have indicated that you want us to transfer your account we can update your transfer code for £45, therefore to terminate our account with you we will complete the administration and transfer it to another registrar (you need to provide us with the new companies tag to do this) for £45. Your website, hosting and email will then be your responsibility. Alternatively we can still offer you another year of hosting for only £45
Your final transfer out invoice is attached with bacs details, please tell us when this is paid and the new tag of the company you want us to transfer this to
[Website Client] So all you need is the new companies tag details and £45 transfer away fee and this can then all be done am I correct?
[Website Designers] Yes thats correct (its called the IPS Tag) and is given from one company to another to enable transfers. They then look after your domain / website / hosting and email. If you want us to renew you for another year simply pay £45 and it will carry on as normal
[Website Client] I do want my sisters partner to take over for me I have emailed him but I know he is not in the office for a few days so if I here from here I will message you but with the wedding and everything I am trying to sort all that also.
Can you change the IPSTAG please and I will get this sorted as quickly as possible – I have not been around to get anything sorted and don’t appreciate your putting me under pressure.
[Website Designers] We had done our best to contact you previously over the last few weeks (specifically over the last 6 weeks) by 10 emails, 3 phone calls, and 3 voicemails and sorry if this is last minute for you but you only have 2-3 days to get this sorted so you need to give us the transfer code or to decide to continue hosting with us for the next year.
[Website Client] Cannot find the invoice you were supposed to have attached. I have now got the invoice but still cant open at the moment but have sent payment straight away to you now please now send me all the details i need as requested