The following chat with support TICKET 1713366 explains how the company changes the payment rules whenever they want.
Andreluiz C, Tue Jan 31 15:50: 06 2012
This is an entry CREATED BY OUR SYSTEM.
It includes all the information given while creating this ticket.
Issue properties:
Issue Type: Billing
Affected Product: Domain ID #412308: linuxnasuaempresa.com
Affected Domain: linuxnasuaempresa.com
Issue Category: Product or Plan Requests
Problem Code: Renewal
Details given:
Why I have signed a Unlimited Pro (at the time with 5 free domains) and now, one of then are now EXPIRED?
The plan I purchased is due to 2013 so should be my domains - They are part of the deal...
What is going on?
I can't choose the "free renewal".
Lena K., Tue Jan 31 16:24: 23 2012
Ticket Status was changed from New to On-Hold
Dear Andreluiz,
Please let me explain the situation. The renewal status of all domain names is set to Manual by default in our system. And it was never changed for your domain linuxnasuaempresa.com. As you didn't renew it, this domain expired on Jan-25. Please note that several renewal notifications were sent to you:
Customer Relations: Dec-26
[Expiration notification has been successfully sent to customer]
Customer Relations: Jan-18
[Expiration notification has been successfully sent to customer]
Customer Relations: Jan-24
[Expiration notification has been successfully sent to customer]
And finally you were informed after this domain had expired:
Customer Relations: Jan-26
[Domain expired notification has been successfully sent to customer]
Also please note that as of February 4, we have changed our policies regarding domain renewals.in this new policy, each account is given the set number of domain points; however, they are only good for 1 year; after that, the domain is available to be renewed at the preferred pricing rate of $7.49 rather than the normal fee of $19.95. The preferred rate will become the normal pricing for the domain renewal each year rather than the rate for new domains which is still $19.95.
Should you have any further questions, please do not hesitate to contact us, we are available 24/7.
Respectfully,
Lena Keleberdenko.
Customer Relations Dpt.
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Andreluiz, C, Wed Feb 1 06:01: 54 2012
Ticket Status was changed from On-Hold to Open
Good to know that you changed to rule in the middle of the game.
Because I did my renewal (Unlimited pro):
Jan-19 Biennial fee for Unlimited Pro plan (Jan-29 / Jan-29) USD -310.80
So you change the rule after I renewal so I can pay more? After? Is really that? So I you decide the plan price is UP I will need to pay the difference whenever you want? May your forward this to your manager so he can take a good look at this explanation.
John R., Wed Feb 1 06:32: 54 2012
Ticket Status was changed from Open to On-Hold
Andreluiz,
I'm sorry that you feel that your our change of domain policy has caught you off guard. We the rising increase in domain renewal cost to our customer we where no longer able to offer them for free to our customers. With that said I would like to extend 2 months of free hosting to your account because of the change in our domain policy. If you agree to this please update this ticket and I will have our billing department add it to your account right away.
Thank you,
John Richards Rate This Reply:
Andreluiz, C, Mon Feb 13 05:45: 12 2012
Ticket Status was changed from On-Hold to Open
Mr. Richards,
Thank you for confirming this absurdity. The "deal" was hosting 5 domains. That's it. I paid 2 years in one of those we-sell-now-but-we-may-change-our-mind-in-the-future promos. Unlucky me, huh? You changed the rule in the middle of the game. After you got the money. Quite convenient. I am really sorry that your business can't keep the promises for whatever reason.
I would happily renew for 5 years if I was sure of no further charging, but as well explained this may not occur.
So, I decided to transfer the domains - Although more expensive, we both know that this is not the problem anymore.
5 years, and if I was a trouble client that will no longer bother you. Fortunately for me and others there are options and the Internet is very, very powerful tool. I know your business model let you in tied hands, and that truly is a off guard position.
Tass T., Mon Feb 13 15:52: 43 2012
Ticket Status was changed from Open to Answered
Dear Andreluiz,
Hello! My apologies for this inconvenience. Should you wish to keep the domains with us I will gladly apply a 3 month hosting credit. Just let us know if you wish to do so. Should you have further questions, we are available 24/7.
Tass Toney
Dept of Customer Relations
800-385-0450 ext. 038
And that is the way they do it.
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