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     | Saturday, December 11, 1999 - 05:22 pm  Apparently he.net makes their buck by fleecing their customers. They got the guts to bill me for September on NOVEMBER 30 !!!!! Never once did they notify me that I was over my included space. I'll post my request for credit, their billing, and their response below. So you can see how this works. I'm so lucky I'm not poor right now. It cost me nearly $400 in additional fees. A $70 credit was the best they could do? My regular monthly was $25. Can you see how THEY make their buck? I used to recommend he.net, now they suck. Legally, they are correct, it was my obligation to monitor. Legally, I can post how they do business. My guess is that they're about out of biz anyway, or they wouldn't have done this to a paying customer of over a year who on average was below the space allotment that cost them only pennies in the first place. Watch out, Christine Baker c: billing@he.net support@he.net Please forward this posting to management.
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| | Saturday, December 11, 1999 - 05:36 pm He.net billing: +------------------------------------------------- | Please check the last 4 digits of your credit card number and your postal | | address as listed above. Make any necessary corrections using the online | | billing system at http://admin.he.net | +----------------------------------------------------- 10/25/99 Previous Balance $243.54 | | 11/17/99 Last Payment Received $-243.54 | | Current Charges $49.26 | | 11/30/99 Current Balance $49.26 | +------------------------------------------------- SUMMARY ACCOUNT STATEMENT Date Description Amount Balance -------- ------------------------------------------------------- 10/25/99 Econo Virtual Host Service 09/01/99 to 09/30/99 $243.54 $243.54 Monthly Fee $24.95 Storage -- Home Directory 116.13 MB Storage -- Mailbox 7.97 MB Storage -- Anonymous FTP Directory 0.00 MB Total Average Storage 124.10 MB Storage Included 50.00 MB Billable Additional Storage 74.10 MB Additional Storage Rate $2.95/MB Additional Storage Fee $218.59 Total Service Fee For This Period $243.54 11/17/99 Received Charge Authorization $-243.54 $0.00 11/29/99 Econo Virtual Host Service 10/01/99 to 10/31/99 $49.26 $49.26 Monthly Fee $24.95 Storage -- Home Directory 55.89 MB Storage -- Mailbox 2.35 MB Storage -- Anonymous FTP Directory 0.00 MB Total Average Storage 58.24 MB Storage Included 50.00 MB Billable Additional Storage 8.24 MB Additional Storage Rate $2.95/MB Additional Storage Fee $24.31 Total Service Fee For This Period $49.26
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| | Saturday, December 11, 1999 - 05:39 pm My request for credit mailed 12/1/99: Dear Billing: As per my VM earlier today: 1) please close this account. 2) please credit back the 243.54 minus my regular $24.95 monthly: $218.59 plus 49.26 minus 24.95: $24.31 I'm looking for a total credit of $ 242.90. I admit I am partially responsible, so I don't have a problem paying the additional fees of about $120 I already paid. But the buck stops about there. Immediately upon my return from Alaska in early October I deleted the excessively large log file. On 9/27/99 you had sent out the billing for JULY!!!!, when I first incurred an overage. What are you thinking? I have since shopped around and found that reputable web hosts either give the option to limit space/traffic and/or notify via E-mail once an overage occurs. I believe your delaying the billing (notification) by months is not an acceptable business practice. I used to be so happy with you guys, recommended you to friends and on the web site. It was impossible to get tech support, I ** HAD ** to move to another web host because I couldn't get my forums working again after they mysteriously quit. I got NO assistance from your tech support. My subsequent E-mail requesting a meeting with the manager while I was in San Jose was not responded to. What happened? You got too big? Or you are about to go out of business? You tell me .... Anyway, your PROMPT credit for $242.90 will be greatly appreciated. Thank you, Christine Baker
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| | Saturday, December 11, 1999 - 05:41 pm Date: Thu, 2 Dec 1999 08:32:39 -0800 (PST) Reply-To: Betty To: chris@bayhouse.com In-Reply-To: Message-ID: MIME-Version: 1.0 Content-Type: TEXT/PLAIN; charset=US-ASCII From: Betty Subject: Re: Phone message X-UIDL: 46a3bf77d5f92bc1bccddf633423fdd1 Chris, Per your telephone message I have closed your account and your balance is zero. I took off the October balance and there will be no bill for November either. That is the best that management will allow. It is the account holder's responsibility to monitor the amount of traffic and/or storage generated by his/her site. We do not provide warning if traffic and/or storage during the month exceeds the amount included with the account. Best Regards, Betty +----------------- H U R R I C A N E - E L E C T R I C ------------------+ | Betty O'Brien Direct Internet Connections Voice 408 282 1540 | | Accounts Receivable Web Hosting & Co-location Fax 408 971 3340 | | betty@he.net http://www.he.net | +------------------------------------------------------------------------+
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| | Sunday, December 12, 1999 - 05:55 am >> I used to recommend he.net, now they suck. Legally, they are correct, >> it was my obligation to monitor. They suck because you failed in your obligation, as agreed upon with them? Hmmm ... Regardless, don't you folks have cable modems in your area? I pay $39.99 a month for T1 speeds and 24x7 connection to my home. I can host anything, run any servers or services, and am only limited by my HDD space on my home system.
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| | Sunday, December 12, 1999 - 10:08 am He.net sucks because 1) they didn't bill me in a timely manner. I did't even complain when I got the $136 bill. I cursed and deleted the log file. THEN these outrageous bills CONTINUED, due to their delayed billing. 2) they didn't notify me 3) they charged me $3/mb, which is WAY more than any other web host I've looked at. Their cost was probably 30 cents/mb or less. I just bought a 10 gig NOTEBOOK drive (the expensive drives) for $400. 4) They failed to respond to tech support E-mail even before I requested the credit. THAT is why he.net sucks. And readers continually e-mail me asking for advice on selecting a web host and what to look out for. That's why this posting is here. Regarding the cable modem, that's pretty funny. Ever look at my profile? It's no joke. I live in a tiny little truck camper and spend most of my time in some desert, on a highway, or in the Alaskan bush. Many times I don't even have a local access # and/or no cellular signal. That's why I seriously consider shutting the site down when I go up to Alaska next year. Before I left in July this year, I downloaded the log file, and in the past it took over 2 months to get to 15 or 20mb. I still don't know WHY all of a sudden the access log increased so dramatically to 40mb a month. I may not want to take the risk of being hit with hundreds or thousands in unexpected bills next year. I may not have the money, it doesn't grow on cacti. Christine
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| | Thursday, December 30, 1999 - 03:15 pm If your postings are right, i see you are mistaken out of frustration. It looks to me he.net has been very nice to you and they did consider your request and credited $70. Legaly and morally and whatever way you think, he.net did just right. If they misled you about their nature of services and expenses you can blame them. Each company has its own set of business style. And yes, this doesnt look unethical to me. You were just unhappy and you would have discussed with them how you could prevent things like this from happening. About recommending he.net to everyone....probably you would have waited sometime. For Mr Joe Average who doesnt even have any cgi script, its probably still the best webhosting company. You think too much. If they are going out of biz, $400 would help stop it. cheers
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