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Not receiving Moolay emails
| Posted by TheMule, 12-01-2012, 04:47 PM |
| SPLIT FROM http://www.webhostingtalk.com/showthread.php?t=1213765 ]
Everything looked great so I signed up. The billing worked perfectly, the money was deducted from my account immediately. I have been waiting since 7 am eastern and still no hosting. With today's technology, set up should be instant. No response from tech support yet.
This is not a good first impression as I already want my money back.
Last edited by Harzem; 12-02-2012 at 07:35 PM.
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| Posted by Moo-Josh, 12-01-2012, 08:09 PM |
| Hi,
Thank you for your order. Just to clarify on a few points..
Just slightly above your post is my post which says:
Additionally:
01/12/2012 15:42 - [moo] Reseller Account Information
01/12/2012 15:41 - [moo] Invoice Payment Confirmation
Your account was set up within 60 seconds.
And finally, in regards to:
Your ticket was opened with Sales (not technical support)
It was opened at 00:12am
and was responded to at 1.18am
A total response time of just 1hr and 6 minutes for Sales.
I'd say all of the above is pretty good... perhaps you're not receiving our emails?
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| Posted by TheMule, 12-02-2012, 07:00 AM |
| I have not received anything other than conformation of billing. I have not received any emails from tech support or an email with my account information.
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| Posted by TheMule, 12-02-2012, 07:28 AM |
| I have not received anything other than conformation of billing. I have not received any emails from tech support or an email with my account information. So it looks like I am not getting your emails, because you are not sending them.
I will concede that your second post does say 12 hours, I only read the first post and it doesn't tell me that when I signed up, so I just expected the industry standard activation.
How do you know what account I am talking about, unless you only had one sign up yesterday? And as for the ticket yes I did send one to sales, but I have not received a response. I also sent one to tech support also with no response.
And now to make matters worse Josh, you come on here and make a post bashing your customer, who by definition is "ALWAYS RIGHT". The correct post would have been, I am sorry you are having difficulties, I have resolved your problem. Or at least I am working to resolve your problem.
At this point I don't want to host with Moolay ... just refund my money
Last edited by TheMule; 12-02-2012 at 07:39 AM.
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| Posted by Moo-Josh, 12-02-2012, 07:56 AM |
| We are sending them. As I mentioned, if you login to billing.moolay.com you will see the entire email history. You'll see the emails we have sent to you. This is all verifiable by yourself.
The order confirmation email also states that it will be 12 hours - but that aside, your account was ready in 60 seconds.
We had more than one sign up, but only one ticket, from one person stating they haven't received the account information.
We didn't receive any tickets to technical support from you.
I think you're being a bit unreasonable here. You come here, without giving us a chance bashing us, saying we haven't set up your account and continuously stating we aren't replying to you. But I PM'd you here, I have personally responded to your tickets and your account was set up within 1 minute of signing up. I have provided information on how you can check and verify everything I have said, but despite that you keep posting untrue negative comments and I just don't understand why. I really don't understand what I need to apologise for when we have done everything asked of us. Without even looking into anything you have placed all the blame onto us which I don't appreciate and I really don't think it's fair either.
As requested, I have cancelled your account and refunded your money.
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| Posted by TheMule, 12-02-2012, 09:15 AM |
| Are sending them .. that is future tense. You are admitting that I am right. It has been 24 Hours and I still have not gotten my logins.
How am I supposed to login to billing Josh? Remember my complaint is that I did not receive login information.
If you would have just emailed me the login information [sigh] the problem would have been solved.
You need a password to submit a ticket to technical support, but I did send several emails to support
http://billing.moolay.com/supporttickets.php
That is not true Josh, It does not say that. I also could not find anywhere on the website that it states that either. Below is a copy of the order conformation.
Order Number : 4870568259
Merchant Order ID : 125
Moolay ( http://moolay.com )
Contents of your purchase :
Product ID : 198
Product Description : 1717
Product Name : Recurring Subscription for Invoice #1717 Quantity : 1 Handling Fee : 0.00 Bill Interval : Bills every 1 Month Until Cancelled
Total : 18.72 ( USD )
Billing Information
Stephen xxxxxxxxxx
IP: 98.xxx.x.x IP Location: Tallahassee ( United States )
xxxxxxxxxxxx@xxxx.xxx
xxx-xxx-xxx
xxx xxxxxxxxxx xx
Tallahassee, FL 32303
United States ( USA )
Thank you for your business.
* Please do not reply to this email. Your response will not be received. Please visit our website to contact us about your order.
***************************************************************
For questions about your order, including product delivery questions, please contact http://moolay.com
For payment specific questions, please contact http://www.2co.com (Customer support is available in English and Spanish.)
***************************************************************
All that effort ... Why didn't you just send the log in information? If you would have just done that, I would be here praising Moolay's support.
Josh, you did PM me here but it was not with my logins, it a was a copy of what you posted here, again all that effort, and you still did not send me the logins.
Your're right. I just wanted what I paid for .. how silly of me to expect that.
Josh,
What you have to apologize for is not giving me what I paid for.
You spent a lot of time making excuses why I was wrong and you were right, when all you had to do was just send me the damn logins I paid for. Which you never did [see: "we are sending them" - above]
Do you not know anything about customer service? It doesn't matter if you think you are right, the customer is ALWAYS RIGHT, every time, period. Your job is to handle those complaints in such a manner that makes the customer happy - clearly a skill that you need to work on.
Of course I have learned something today as well. ALL LEGITIMATE COMPANIES have a tech support phone number clearly posted on their website. If you do business with one that does not, you are going to have problems.
Josh, thanks for refunding my money in a very timely manner, at least you did that right. Much easier to bail than fix the problem.
I will remember my dealings with you and Moolay in any hosting discussion I find myself in.
Happy Holidays
Last edited by TheMule; 12-02-2012 at 09:23 AM.
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| Posted by Moo-Josh, 12-02-2012, 09:38 AM |
| You mentioned to me that we are not sending you emails, I said we are sending them to you. My previous posts also state that we have sent the login information.
When you signed up with us, you were asked to create a username and password to login to your billing account.
We did this, within one minute.
We received one ticket and that was to sales which I responded to.
That was a payment receipt from the payment processor - 2co.com.
As I have re-iterated several times, we sent the login information to you within 60 seconds of receiving payment from you.
We gave you what you paid for. I can provide you screenshots, I can provide you server logs which show the reseller account information was sent, and also that the account was set up.
This isn't related to customer service. From the outset I tried to help you, but no matter what, it wasn't to your satisfaction. You keep mentioning that we didn't send you anything, whereas I know, with 100% certainty that we did.
This isn't a matter of who is right or who is wrong. All I'm doing is telling you what I have personally done and what I know we have done. I was the one that activated your account, and that was a manual activation of within 60 seconds.
I'm very confused here. You asked us to refund your money which I did, and we're still being blamed for even doing that. You said all you wanted was a refund which I provided.
I'm not going to start arguing. All I can do is tell you what we have done. You can disagree and criticize us, and I won't argue with that, it's your opinion and you're entitled to your opinion. All I have done is stated what we has happened. If you didn't receive the emails, then that is something that would require looking into, but we haven't been given the opportunity as you have stated twice you want your money back. We don't want to force someone to stay with us, and if a customer has such negative feelings towards us from the start, then it sets a bad precedence for the rest of your time with us.
We want all our customers to be happy and we go out of our way to make sure they are. You said to us twice, here, you just want a refund, and we didn't argue with that - we quickly refunded the payment as you requested. If our customers ask us to do something, we won't argue. It's not in our nature to argue with a customer. If there is a disagreement somewhere, like there is here, then I will provide an explanation, as we believe everyone deserves one.
I am sorry that this didn't work out, but please understand we did send those emails, and I reached out to your privately as well to let you know that we have sent them.
Regardless of your feelings towards us, we don't take anything personally, and we don't hold grudges against anyone.
I sincerely wish you all the best with your business and future.
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| Posted by TheMule, 12-02-2012, 10:31 AM |
| Josh, you never sent me my login information. You are lying if you state otherwise.
That is not true ... just like the statement you made about the 12 hour set up time being stated on the conformation email, which is also untrue.
Which is it Josh ... Both can't me true. Pick one lie and stick with it.
Yes Josh it is related to customer service. I never said you didn't send me anything, I said you never sent me the logins, which you never did. Josh, I only asked you for ONE thing. If I would have gotten that I WOULD HAVE been satisfied.
I never got them, which means Moolay is incompetent or you are lying.
Start Arguing! your are kidding right? When will you tell me truthfully what you have NOT DONE, which is send me the logins
I got an email saying you refunded my money and it will get to may bank account in 7 to 10 days. You don't have a track record of telling the truth so I will believe it when I see it.
That is not what I said
That statement is untrue ...
What I want, if for you to publicly tell the truth about what happened, I will not be happy until you do.
And I won't hold any grudges either, once you do the right thing and just tell the truth ... Moolay dropped the ball and instead of just admitting it and fixing the problem, you keep saying it's my fault and LYING about sending me the logins. This is what you need to do to put this to rest.
Publicly Admit
1. The website never asks one to create a username an password when sighing up
2. The conformation email never states 12 hours [which I proved by posting it here]
3. That you nor anyone from Moolay ever sent me the logins to access my account.
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| Posted by Moo-Josh, 12-02-2012, 10:42 AM |
| Hello,
I have said everything I wanted to say, and I believe you have too. As I mentioned before, it's not in my nature to engage in arguments. A lot of things I have mentioned, anyone can sign up and verify the process I have described. There is a difference of views here and a disagreement. I respect what you have had to say and will leave it at that.
I appreciate the time you have taken to express your concerns and views and will escalate your concerns and this thread to management for them to review.
Thank you very much for giving us a try, and I wish you all the best with your new host.
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| Posted by TheMule, 12-02-2012, 03:49 PM |
| There is no difference of views ... The facts are:
1. I paid for hosting.
2. Moolay never said anything about a 12 hour setup time on their website or in the conformation email like you said. You did mention the 12 hour set up time in a post here, which I did not read, because I acted after reading the first post here. That disclosure should be oin the order page, not on the conformation email [which it wasn't]. The idea is of corse to let the buyer know BEFORE they buy.
3. 24 hours later [2 x 12 hrs] I had still not received any log on information, which means you did not give me what I paid for.
4. The posts you made here confirm you weren't telling the truth about what happened, in that you said two different things, [we were and I did] both of which can not be true.
5. I did nothing wrong and this whole dispute was the fault of Moolay and or its agent [that would be you, Josh].
What I fail to get, is why you went to such great lengths to blame the customer, when all you had to do was just give me what I paid for, and what I asked for. It would have taken a minute of your time. Then you would have had a happy customer praising the good job you are doing instead of one saying you did not give the customer what he paid for and calling you a liar [and proving it] in public. How does that possibly make Moolay look good, or trustworthy.
Bottom line is Moolay dropped the ball and instead of just fixing the problem you LIED about it and tried to make it look like my fault.
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| Posted by TheMule, 12-02-2012, 04:06 PM |
| I am curious if anyone else here has tried to do business with Moolay Hosting. I went to their site and signed up for hosting and never got any login information. After about 8 hours I posted the following as a reply to their ad here on Web Hosting Talk
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Everything looked great so I signed up. The billing worked perfectly, the money was deducted from my account immediately. I have been waiting since 7 am eastern and still no hosting. With today's technology, set up should be instant. No response from tech support yet.
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Instead of getting the logins sent [which was my goal] I just got a long post on how I was to blame.
So my question here is, has anybody actually used them? Are they a real company or just one lone SCAM artist with a nice looking website.
I have been told that I should have expected problems as ALL LIGITEMENT BUSINESSES have tech support phone numbers clearly posted.
They say they refunded my money but I am not sure if I believe them. I think I have been SCAMed.
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| Posted by Ash, 12-02-2012, 04:28 PM |
| I just had a look through the thread. One of your main points seems to be not being advised of a 12hr setup. It is right there in the thread, second post and two minutes after the offer was posted.
Have you actually checked? please do that and let us know.
The host has taken a fair amount of time to address each of your points in detail within the thread, not usually something a 'scam' would do. It seems to be simply a case of their mail not getting to you (or ending up in junk/spam) If you check on the refund, then hopefully everybody can just move on
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| Posted by TheMule, 12-02-2012, 05:49 PM |
| As I stated, I did not read the second post. I was not even aware of a second post until after I purchased their hosting. Either way this is something that should have be clearly disclosed on their website ... it's not. Josh said it was on the conformation ... it is not
I just did - No Refund, but I do have an email that says they are going to refund my money in 7 - 10 days. [Whether that is true remains to be seen]
That is exactly what got me thinking I might have been scamed ... why would anyone go to all that trouble? Why wouldn't you just send the customer his account logins, especially since you stated you already had them.
If I was scaming someone .. I would try and stall for time until the check cleared my bank and I could withdraw the money. To me that is what it looks like.
If I do get the refund I will post it here
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| Posted by rv_irl, 12-02-2012, 06:00 PM |
| I have had a read of the thread, you stated:
What payment method did you use?
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| Posted by Harzem, 12-02-2012, 07:37 PM |
| TheMule, you have received every possible explanation from the provider, I don't see how keeping this thread open will clarify the issue further. If you don't receive your refund in 10 days you can contact us to re-open this thread.
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