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Review from Across I
1 star11/03/2022
Our company had service contract with ******** for many happy years. After Webscale brought ********, they immediately doubled the price without notification. Service quality also went down dramatically. We noticed the bill were double charged and requested bill correction. But this new Webscale company only keep blaming old ******** company and not willing to correct their own billing errors which resulted in more than $5000 double charges. True rip off, stay away from the service.
Webscale Networks Response
11/08/2022
The customer purchased an original plan on 8/1/2019, and then purchased a second plan on 6/7/2021. Details of both purchases are below, and both domains were active with support tickets submitted by the customer for both domains. The second plan is not a duplicate of the first plan, as different domains are supported.
We identify each account with one email address on file. Both accounts have different owners and different email addresses which means, if a client signs up for a new account online with a new email address, there's no way for the sales team to know that a client already had an account with us.
Both accounts had support tickets. One had 46 and the other 120. Which means both accounts were being used and that our support team was being utilized to help in both accounts. If the other is a duplicate, we would only be receiving tickets from one account.
Both accounts had extra sessions and storage charges, which means she used our resources.
The customer is attempting to state that they did not purchase the second domain, which is not correct. We believe the person making the complaint realized they should not have purchased the second plan, but instead should have added to their original plan. The second plan has been in place for 16 months, and then they reached out to us accusing us of billing errors. 16 months later? We terminated the second plan once the customer notified us to do so.
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*****@acrossinternational.com
www.acrossinternational.com acrossinternational.com
Purchase from website date: Jun 7, 2021 9:51:53 AM EST
By IP Address: 68.199.241.225
Card Owner: Qiuran Luo
SKU: stratus-pro
Installation Options: Migrate Existing Site
There are 46 tickets in our helpdesk for assistance with this environment excluding alerts.
7dmefz8jv46l86at
******@gmail.com
beta.acrossinternational.com vacuum.acrossinternational.com aus.acrossinternational.com
Purchase from website date: Aug 1, 2019 1:54:55 PM EST
By IP Address: 73.215.120.199
Card Owner: Rentian Huang
SKU: stratus-pro
Installation Options: New Magento 2 Install
There are 120 tickets in our helpdesk for assistance with this environment excluding alerts.
These plans were both purchased from our website as you can see. Both were considered live as they were using functioning domains. Even if not live, production servers purchased from our website are still active and billed until canceled. As you can see the account in question had placed 120 tickets with our support team, so was used quite often.
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