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Thread: Phurix???

  1. #91
    91 rating
    4 reviews
    Posts 7974
    Post rank 12 (-10)
    Quote Originally Posted by jpswade View Post

    Having said that, you’ll be happy to know that I’ve been able to confirm that both the customers featured earlier on this forum were able to settle their accounts, which they did, by getting in touch with Phurix.
    This in itself is almost comedy. So James are you actually saying the individual complainants in this thread are all lying through their teeth having had their accounts correctly terminated by yourselves when they requested it and you haven't been reputedly hounding them for money? The weight of response suggests very different...

  2. #92
    Registered User Array
    Quote Originally Posted by Pete-CCS View Post
    This in itself is almost comedy. So James are you actually saying the individual complainants in this thread are all lying through their teeth having had their accounts correctly terminated by yourselves when they requested it and you haven't been reputedly hounding them for money? The weight of response suggests very different...

    Hi Pete,

    Thanks for your concern.

    As I said earlier, I can appreciate how difficult it must be to remain neutral when you only have limited details from the customers point of view to go on and you work for the competition.

    We accept that mistakes have occurred and we've been working really hard to sort them out. The fact I am here replying to this "comedy" should at least contribute towards that.

    Over the past few months the Phurix system has recently sent out account statements to everyone that show are in debt on our system.

    Then, if nothing happened, the system has then followed up a week later saying, look this is serious, we sent you a statement and our records show you're in debt we're looking to sort that out, please pay or if you think it's an error, get in touch.

    All we ask from the customer is to be reasonable. If they have cancelled or there's an error, then great, let us know and we'll sort that out, if not, then, well, lets see how we can resolve this. It will really depend on the individual circumstances.

    It's absolutely possible in the cases here that the cancellation email were overlooked by mistake. This is always the problem when you introduce humans into the process, they do make mistakes. Fortunately you can cancel through the Phurix MyAccount. However, if this was the case then brilliant because it's easy to fix and resolve.

    It's really easy for a customer to embellish the truth in order to give us a bad rap, but as you can imagine that's not necessarily the reality of the situation.

    It's probably fair to say that we've annoyed them because we've not sorted it sooner. The time of year doesn't help either.

    If you don't owe anything, then great! Just let us know.

    Thanks again.

  3. #93
    Registered User Array
    Hi James

    Thanks for your posts I appreciate that you've taken the time to do this.

    As you rightly point out things on forums and with emails can lead to a spiral of misunderstandings - in my case I asked repeatedly for a phone number so I could resolve this with a person but I was never given a number. This could have sorted things with a 10 minute call rather than dozens of emails perhaps that's something to bear in mind for the future!

    Yes I can confirm that eventually I received an email to say my account was settled (as it had been since 2013) - but this was far from an easy process and I think the very formal language and lack of a named person in the emails only served to depersonalise the communications and inflame the situation. Perhaps that is also something to bear in mind.

    I can appreciate that some people do not settle their debts and this can be very frustrating but I guess a balance needs to be struck between legitimate debt recovery and allowing a mistake to escalate in the way that happened in at least one case here.

    Customer feedback etc works both ways - back in the early days of phurix I recommended you to quite a few people and sent 5 or 6 customers your way that I know of. I really do hope you can get back to providing the kind of service you did in the early days.

    As far as I am concerned the matter is closed and I wish you well for 2015.

  4. #94
    I'm a Newbie
    Posts 0
    Post rank 1357 (-14)
    Good News!
    Since 2004, Phurix has aimed to offer an affordable and reliable hosting service with a no nonsense approach.

    We can look back at the success we’ve had, we can look back at the relationships we’ve built with our suppliers and customers, we can look at the journey we’ve been on and the lessons we’ve learned.

    We’ve come a long way in 10 years, however it’s become clear that Phurix had stagnated for too long and was no longer delivering the vision that it set out to.

    We’re pleased to announce that we aim to provide a high quality service and engage with our customers to ensure its future and growth.

    If you’ve already left, we understand and apologise for the mistakes we may have made.

    However, for us, it’s time to try and make amends and look forward to the future.

    “So, what does that look like?”, you ask, well…

    Updated MyAccount
    You’ve spoken (for a long time) and we’ve (finally) listened. All those bugs have now been fixed. Those problems you’ve had are no more!

    Thousands of lines of code have been updated to fix dozens of issues, minor to major, trivial to critical. Every line of code has been looked at, every line of code will be rewritten and made more efficient.

    The new MyAccount is built with you in mind. We’ve collected your feedback over the years and have now taken action. However, if you think we’ve missed a bug or a feature, just drop us a message and we’d be more than happy to add it to our list.

    New Website
    We’ve relaunched phurix.co.uk with a new look website.

    This website has been a long time coming. We’ve completely revamped the design and contents to fit the services we have to offer.

    New Servers
    We’ve got some new hardware. Some of our servers are now reaching the end of their life, both in terms of hardware and software.

    We’ll soon be in touch with users on the servers that are due to be decommissioned so that we can schedule a transfer window.

    For web hosting customers, the express transfer is designed to be seamless so there’s no need to worry about downtime.

    New Payment Methods
    In 2008 we had lots of problems with Paypal and parted ways. We then moved to Google Checkout which was discontinued in 2013.

    Then, Stripe entered the market, offering a fantastic payment infrastructure for you to pay by card.

    We really like Stripe and hope to build on our existing relationship with them.

    We’re also trialling Bitcoin (the cryptocurrency) and looking into services such as GoCardless.

    Better Support
    Let’s be realistic, we’re not going to make promises we can’t keep.

    What we are saying is that try as we might, we can’t be available all of the time, but we will aim to be available when you need us.

    We will aim to personally respond to you within 24 hours. Issues are usually dealt within 30 minutes of receiving them, while urgent requests will be dealt with even sooner.

    Most of the time, we’ll know about problems before you will and usually have them resolved before anyone even notices. Nothing will change there.

    Email support will continue to be the best way to get in touch with us, but we will be more attentive by keeping better track of incoming messages and attending to them sooner.

    We won’t be manning the phones all of the time, but if you call and leave a message, we WILL receive the message and deal with your issue as soon as humanly possible.

    You may have noticed that our status blog (status.phurix.net) hasn’t been updated much recently. That’s good news, as that means we’ve had no outages or updates to report recently. However, you can rest assured that we will issue updates if there are any problems to report.

    We’ll also be seeking to add additional emergency contact channels which will be made available to those of you who are paying a premium.

    Better Community
    We need your help, we can’t do this without you.

    We see the future of Phurix being community driven where you have a say.

    To get us started, we’ve set up a “users” mailing list, so you can discuss any issues and help form the community.

    See: https://phurix.co.uk/mailman/listinf...s_phurix.co.uk

    To begin with, we expect to receive some disgruntled messages which we probably deserve, but over time we hope this can prove to be productive.

    So, if you’ve got any good ideas or suggestions for features, then we’re open for discussion.

    We’re also planning competitions and an affiliate scheme as our way of giving back to this community, our way of saying thank you.

    More Updates
    We want to give you more regular updates, so we’re asking everyone to sign up to our newsletter.

    To give you a bit of encouragement, we’re offering one lucky subscriber the chance to win a great prize!

    If you sign up to our newsletter, you’ll be automatically entered into the chance of winning, so get signed up now.

    Phurix - Newsletter

    The winner will received a Virtual Private Server with cPanel license and all the trimmings completely free of charge for twelve months!

    We plan to send out emails like this, with great offers on a regular basis to the most loyal members who are signed up as newsletter subscribers.

    Outstanding Payments
    And finally, just a note about outstanding payments.

    We have always operated a level of trust with our customers to pay for the services they have requested.

    Unfortunately, some customers have abused this trust and have not paid for their services. This means that now we must actively seek to collect outstanding debt.

    We don't take any satisfaction in collecting debt, however it has become necessary in order for us to move forward.

    If you’re all paid and up-to-date then you’ve nothing to worry about, however if there is an outstanding debt on your account, we ask that you get in touch as soon as possible in order to reach a reasonable resolution.

    Thank You!
    For those of you who have stuck with us through thick and thin, we can’t really say it enough, but thank you. You’re the reason we’re still going and we really appreciate that.

    For those of you that aren’t Phurix customers, thanks for taking the time to read this, we’d like to think you’ll consider us in the future.

    If there’s anything more we can do for you, any problems or ideas, please let us know.

    All the best, The Phurix Team.

  5. #95
    Registered User Array
    I am being emailed by phurix for a bill that is 9 years old that I PAID IN FULL BACK THEN!! they sent me a list of billed services that were cancelled in 2006. What is going on? I used to really like phurix but this has really taken the biscuit. It started off at £1.60 and is now .. wait for it!! £460!


    The funny thing is that the bill, even if it were not paid, is now unrecoverable by them as they never sent me any emails or written letters or anything for over 9 years! The law says if I dont get a letter within 6 years then they can not use legal means to recover any money they think is owed (Limitations act 1980). I have spoken to the police already about this and reported these emails as online harassment.

    If Mr Wade would like to acknowledge this post and get back to me I would be grateful.

    I get these nameless emails from god knows who at phurix about this issue. I have phoned the Support line many times this week but never get any one on the line which was also the case back in 2006 when I had hosting issues!

    Reminds me why I left in the first place..

  6. #96
    I'm a Newbie
    Posts 0
    Post rank 1357 (-14)
    Merry Christmas and have a happy new year! All the best.

  7. #97
    601 rating
    4 reviews
    Posts 2471
    Post rank 5 (2)
    Quote Originally Posted by phurix View Post
    Merry Christmas and have a happy new year! All the best.
    .. really wanting to drag up an old thread that acts as a potential detractor on your business at Christmas? Unusual!
    Ed-Freethought and dbarker like this.

  8. #98
    RVR is offline
    Registered User Array
    Last edited by RVR; 6th May 2018 at 09:30 PM. Reason: :)

  9. #99
    I'm a Newbie
    Posts 0
    Post rank 1357 (-14)
    Quote Originally Posted by RVR View Post
    Seems like some things never change...

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