View Full Version : This is getting frustrating!
I have been a Powweb customer for over a year and I have been very pleased with the service. I am convinced that I could not find a better price for webhosting.
However, I feel that the good price is a compromise for better technical support. Powweb only offers technical support via email. There is no number to call. This could be very frustrating because it usually takes at least a day for every response. In the past powweb's technical support has been excellent, even though I had to wait a day for the response I did not mind.
Over the past week I have sent many emails to solve a simple problem and it is still not resolved. All I want to do is cancel my account. My ENTIRE OPS ACCOUNT. I have sent several emails CLEARLY explaining this and why I want to do this. It has taking me over a week and so far all I have is a cancelled package. This is very frustrating and I hope powweb takes this into consideration. I am patient and understanding, however powweb should know of my frustrations.
Again, I would still recommend Powweb to anybody. I feel that the service and price is the best on the web. I have never had a problem with the service or the support before. I am wondering if they are just getting very busy with many new members.
I do not think I understand what you want to do. If you want to cancel your existing package, fine. If you want to sign up for a new one, with a different OPS login. That is also fine. What is preventing you from doing this now? Are you trying to use the same domain name for the new package? Or the same credit card? This is not really a topic that should be discussed in a forum, have you submitted a cancelation request through OPS?
Yes, I am trying to use the same credit card but I cannot sign-up for a new account because it is allready on file. I understand I can create a new package and user, but how can I change my OPS login name? I am the only user and would like to eliminate/change all references to my old login and accounts.
I know this is not a big deal...I just like to keep things clean. You know like having old directories that you no longer use on your hard drive.
Please don't get me wrong, I have been very pleased with Powweb and feel that I could not find a better host. Just frustrated lately. Also, how come you feel this topic should not be discussed in the forums?
Thanks
Ken
I do not think I understand what you want to do. If you want to cancel your existing package, fine. If you want to sign up for a new one, with a different OPS login. That is also fine. What is preventing you from doing this now? Are you trying to use the same domain name for the new package? Or the same credit card? This is not really a topic that should be discussed in a forum, have you submitted a cancelation request through OPS?
James,
Was the repeat post intentional?
James,
I closed my billing account.
I cancelled my package.
I created a new user.
What I don't understand is how to cancel/delete/change my OPS master user name. For example, If I choose to no longer host with powweb would my account records and credit card info remain on your servers? Someone hacks or gets my password and goes to town.
for better example ....
- My OPS login is ABC (I no longer use the package under that)
- I want a new package, new domain, new login name
- Under ABC I closed my billing acount, cancelled my package
- I could still login in and see all my info and cancelled packages.
- So I create a new web user called XYZ, however XYZ is just one of ABC's people.
I want to eliminate ABC and all references, that is all I am really trying to do.
Thanks,
Ken
Ken,
It looks to me like they have phone numbers:
Phone:
Toll Free: (877) 574-3069
Local: (310) 689-2389
Monday-Friday 9am-5pm PST
I too have experienced the ultimate frustration of hosts without phone numbers. I have not found it necessary to call Powweb on the telephone, but if I do I will try one of those numbers during business hours and if they don't work, then shame on Powweb!
James,
I too have a problem with the OPS situation. I have two OPS accounts, each with a different credit card number, and neither one will let me create a package or request a service using the other card number. Furthermore, I can't get another OPS account using either of those two credit card numbers, because the system says that the card is "already on file."
THIS IS A PROBLEM. IT NEEDS TO BE FIXED. I only have a limited number of credit cards. What if you ordered something from Amazon.com and used a certain card and then the next time you visited Amazon.com and tried to order something else using the same credit card they rejected the transaction because you already used that credit card once? This reflects very poorly on customer service.
- Just my 4 cents
- Tom
Tom,
Thanks for the input. Your right. I thought the FAQ's said they only offer support via email. I re-checked them and this is what I found:
-----------------------------------------------
Do you provide telephone support?
PowWeb provides 24/7 technical support via email. If you happen to call during normal business hours, M - F, 9 - 5 PDT, we will do our best to assist you over the phone, but your best and first contact option with our support department is via email.
------------------------------------------------
I guess you can see why I am reluctant to call.
Tom, I have noticed many of your helpful post. Thanks for
taking the time to help out.
Ken
Gentlemen, there's a very good reason why your credit card info is 'stored' at Powweb. Customer service! The other reason is so that someone else doesn't use your credit card. Think about it for a moment. It will reject your credit card is someone tries to set up a new account through the Powweb main page. That's a good thing!
For you to establish a new account, simply log into your existing OPS center and create a new package. The username and password can be unique for the new package also. Then, when you're done, it charges the card you have on file. I think that simplifies the whole process, personally. My previous host, Valueweb, didn't have this system. Everytime I wanted to set up a new account I had to re-enter all my personal data. This is much more convenient.
You can change your password for any of your 'packages' in the OPS center also.
Simcoweb,
Your observations are valid in a general sense, but they do not address the problem. Powweb has two of my credit cards on file, and will not allow me to use either one for any other OPS account. Furthermore, you can't change your credit card in OPS. You can only ADD one. So what do I do when the expiration date on my credit card comes up?
Furthermore, you can't add a credit card that is YOURS if you have ever used that credit card at Powweb before. Ridiculous.
I think it's a wonderful idea for Powweb not to let other people use MY credit card. But they are preventing ME from using my credit card. That's the problem, and believe me it MUST BE FIXED.
- Tom
Perhaps i'm misunderstanding. :)
With the new system at Powweb, you don't need to create a new hosting package and add a credit card. You simply use your original (the first established) Powweb account log in and in your Ops center you add another package. When doing it this way you don't need to enter any credit card data.
HOWEVER, if you try to set up a new account through the 'New Account' signup form starting from the main page then you WILL get the credit card error message. That's what I was mentioning in the previous post. It prevents other people from establishing hosting using your credit card.
If you have an existing account with Powweb you simply log in to your Ops area to create additional hosting accounts.
Am I missing something here? :confused:
I have 2 OPS accounts.
I brought my main site to Powweb in October and liked it. This was a long, long, long time ago, before OPS. We didn't have OPS, we had a "member's area." I used one particular credit card ... the one I use for certain types of expenses...to bring over my main account.
I brought a customer site to Powweb in November. Got another member's area. Got another username. Used another credit card.
Late November (all of a sudden, by surprise, out of nowhere) comes OPS. This breaks all of my e-mail and about half of my client's e-mail for about a week. Bad, bad news.
Despite all of this, I bring a third site to Powweb in December. Now, I can't use EITHER ONE OF MY TWO CREDIT CARDS to sign up for a new OPS. I can add another "package" under an existing OPS, but I can't use any old credit card, I have to use THE ONE I USED WHEN I GOT THAT OPS.
Problem is, the OPS I wanted to use (the one for my clients) is different than the OPS I wanted to use (the one for me.) However, the credit card I want to use can't be used with the OPS that I want to use because that credit card belongs to the other OPS account.
Apparently, Simco, you cannot understand how frustrating it is to be disallowed from using whichever of MY credit cards I choose. I'm sorry, I just don't know how to explain it any better.
- Tom
FYI: If you have a credit card on file, you can’t use it to open a separate package. Our system is smarter than that. If you want to use the same credit card for more then one package, you must sign up for this new account from w/in Ops.
Also, you can change ownership of any package from w/in Ops as well.
[Edited by admin] For those of you unable to get my "point", let me try and make it a bit clearer.
You cannot have the same credit card w/ two separate accounts.
This is not a "bug" or a "problem" it is how the system was designed. I am not sure why people have a hard time grasping this. You have more control w/ Ops that you think.
If any of you need to know how to do something w/ in Ops, either email or call and ask. :)
Starr,
I understand that OPS was "designed that way". I also understand why it was designed that way. I don't have a problem "grasping" that. I think that support is not grasping my questions.
My original questions are still not answered. Let me try to make it clearer again.
I cancelled my package.
I closed my billing account.
My domain is released.
I don't pay for, or use any of powwebs services anymore.
I am not a powweb customer now.
So why can I still login in OPS, I am no longer a powweb customer? Is there a way to cancel this?
Why is my credit card info still on file in OPS?
SimCoWeb,
I understand this is good for "customer service". however, I am not a customer. Furthermore, It is much easier for someone to login to OPS and use my credit card on file then it is for someone to get my credit card number and all my personal info to sign-up for a new account.
Why is my cancelled package still in OPS ?
Why can't I change my OPS login? I signed-up before OPS was integrated and just got stuck with part of my old domain name for my OPS login. I did not choose this login, powweb assigned it. This is not a big deal to me, but I would like to change it.
I don't know if I can put it much clearer than that. Please read this carefully and answer the questions if you can. I am very pleased with powwebs service and want to get started with my new package. However, I do not want to create a new package under my existing OPS account. Again, the reasons I don't want to do this are:
I would like to have a new OPS login (not just a new user under my existing OPS account).
I would also like the piece of mind knowing that if I no longer choose to use powweb's services, my OPS account and credit card info will be deleted.
I also don't like to see my cancelled packages.
I think that OPS is great, and I could live with creating a new user if I must. But I cannot live with the idea that you keep my account active with my credit card info when I am no longer using your services.
Thanks,
Ken
Ken,
I think that if you call Billing during regular business hours (ask for Winnie) they will be glad to organize getting you out of Powweb's system.
Click here to visit Powweb's Contact page (http://powweb.com/contact.html).
Business issues cannot really be handled here in the customer forums.
Thank you, and hope to see you back at Powweb.
- Tom
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