Below is the email I sent to GameDaemons after receiving the following response from support:
"Looks like server was suspended due to non payment. We can not just un-suspend this server. You will have to re order. I apologize for this."
This is after 3 and 1/2 hours on the phone (on hold to Billing Department), clicking on the GameDaemons website for Billing - it tells you to put in a ticket or use IRC, numerous emails, IRC chat with a "Bot", and three separate tickets opened.
I changed the account to auto-payment after they removed access when it was set to monthly payment and I ended up with a whole new server. The amount of communication to let all the users know that the IP address and port was changed was enormous and time-consuming. I would think that any business which is charging for a service would be expected to use a little consideration when dealing with consumers. The following email shows the lack of consideration this company has demonstrated.
1. I have had my account set for automatic recurring since 05-10 - yet when a problem arose (the date on my credit card changed from 07 to the new date when it was re-issued) - I did not receive a single email inquiring if there was an update. Nor did I receive one stating that the time was near expiration to verify payment.instead access to the TeamSpeak server was withdrawn, and I suspect (based on what happened when I didn't have my account set to auto pay), once it is renewed, it will be a new address and port. Which is EXTREMELY disruptive. (Credit cards are always updated with new dates, when near expiration... Your system needs to take this into consideration.)
2. I spent 1 hour and 15 mins (12:45 CT) the first time and 2 hours 15 mins (4:30 PM CT) the second time on the phone line waiting for billing today (6/8/09), on hold listening to music. Not even a single message regarding the number of calls or the time until a response. This is poor business practice.
3. I have been paying $191.52/year for three years now - you would think that is sufficient to get a little courtesy and support. I have had my account with your company since 06, expanding the number of users from the minimum to 75 licenses.instead of business courtesy I get the response below... No further action or communication (ie: research into why the account was suspended, etc.).
When it was a month-to-month account, at least I was receiving notices. Now that its a full account set to auto-pay, not only was I not getting notified when it paid, I am not notified when it expired.
4. The response from your company has not been encouraging. Unless I receive a phone call from someone tomorrow (6/9/09) addressing this issue to resolution, I will be withdrawing my membership permanently, will tell everyone I know who has a GameDaemon account what happened (resulting in loss of business for your company), and will contact the Better Business Bureau for poor business practice and support.
5. When I click on "Billing" for email address - it says go to KPanel. Which is also useless. I spent hours Saturday and Sunday on IRC getting the Autobot responses, and ended up with three separate tickets being created.
6. What am I paying $191.52 a year for???
I believe that your priorities need to be evaluated and appropriate action taken immediately!
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