I provide website design and website hosting services. When any of my client’s web hosting is about to expire, I provide email notifications at the 30-day mark, 14-day mark, 7-day mark, 3-day mark, and 24-hour mark, in addition to phone calls.
I had a client that, for the past week and a half, has been going back and forth with me via email blaming me for causing harm to their business after their hosting expired.
I sent the client screenshots of every email I sent (in addition to re-forwarding them), showed the call logs (at least eight calls were made to two different numbers), and I even sent a PayPal invoice a week before the hosting expired.
Their site has been down for over a week now, and they are still complaining about not having a site, even though they’ve acknowledged that they received the paperwork.
Client: Why is my site still down?
Me: You still haven’t paid, nor have you filled out the contract.
Client: What does this have to do with me? You are causing harm to my site.
Me: If you sign the paperwork and pay to renew your hosting, the site will be back up in a matter of minutes.
Client: I can’t have a business relationship with someone that’s causing harm to my business.
Me: I have the same policy. Here are your website files.
Client: But how am I going to get my site back up?
Me: Refer to the previous email re: payment and contract. See attached.