----- Original Message -----
From: Matt Gilbert
To: fengshuiemporium@blueyonder.co.uk
Sent: Friday, August 03, 2001 5:46 PM
Subject: fengshuiemporium.com
Dear Mrs Brookes
I write with reference to the above domain name and website formerly hosted
with Freezone Internet.
Firstly, I would like to apologise on behalf of the company for the problems
you experienced with fengshuiemporium.com whilst hosted with Freezone.
These problems were initially due to the migration of several hundred
websites from one server to another during a standard server upgrade which
then escalated into more difficult problems, where we were unable to offer
a timescale to rectify these problems and return your website to it's
normal working condition. An official statement from Freezone was sent
to you by email around the 15th July by our Senior Systems Administrator,
Mr David Kelly.
We have reviewed your claim for a full refund of monies paid to Freezone
Internet Ltd. in respect of a one year hosting contract for fengshuiemporium.com
purchased by yourselves on . Taking into account the expired, uninterrupted
period of this service (approximately six months of the twelve month contract
purchased) and in light of the problems you have experienced just recently,
we have decided to provide a refund of £140.64 in full and final
settlement. This figure represents exactly half of the fee paid by you
in January of this year including VAT.
Once again, I apologise for the problems you experienced as a customer
of Freezone Internet and hope that we may be of service in the future.
With regards
Matthew Gilbert
Internet Solutions Consultant
pp. Raza Khan
Customer Services Manager, Freezone Internet Ltd.
cc. Which? Webtrader
Mrs Brookes comments:
This is the reply that I have just received from Freezone in reply to
my request for a full refund.
In reality the service received from Freezone from the very beginning
has been inferior. There have been numerous outages and I have e-mails
going back to January this year reporting various problems. The most serious
of these began first week of June and continued through July. Copy e-mails
can be provided if required to substantiate this.
The official statement they refer to from Mr David Kelly was never received
and all communications were mainly from Raza Khan in response to our queries.
We were never kept fully informed they always evaded giving straight answers.
Again,I can provide copies of all communications during this period.
Since they did not deliver the service they advertise I still maintain
that a full refund is appropriate. I had booked a series of advertisements
in a leading magazine and the adverts for June and July were a complete
waste since the site could not be accessed. In addition to this I have
had to re-build my site since my original web site was sitting on one
of their servers which they were unable to locate due to their various
server problems.
