Does honor still exist when a host makes a mistake?
I recently signed up with a new provider to send a storage server to. I initially signed up for a single package at norm. price. I submitted a ticket after ordering with a couple questions which they never followed up in over 48H, so I gave them a ring. Upon talking to someone on the phone and being assured this isn't the normal procedure I paid the invoice and looked at what my expansion options were for pricing through the WHM.
Well, when I was playing around with the numbers I found a 49% off coupon listed on their site. I decided to use it, and order a couple more packages. I still kept my initial order in there and had no plans to cancel it. I was informed by their support that I could combine these packages with no problem. OK.
I paid the orders and submitted the ticket to have the packages combined when I woke up the following morning. I did not receive a response until the middle of the night by someone who clearly didn't speak much english, and also didn't do anything I requested. (invoices were also showing as not paid causing me to get spam daily.) At this point, I was over the company already and ready to cancel regardless of the price.
I reached out to a couple members on WHT through skype who seemed eager to fix the problem, and fed me everything I wanted to hear. From there I was told that I couldn't combine my packages, that my pricing wouldn't work, and that the coupon I used wasn't for colocation (it actually is under colo).
I don't really care that it didn't happen. The coupon is still online and working. With support / pre-sales that bad I am far better off but, it also made me wonder. How would most providers handle a situation like this?