Reply from NADec 22, 2021
Hello and thank you for sharing your experience.
We appreciate the fact that you were a Nexus Bytes Family member for 2 years. Really saddened to see that you chose to leave us negative feedback for something, that really wasn't due to our fault but as an end user, you not living up to your end of the bargain by paying your service fee. I do apologies for the communication error that has taken place between both parties and here’s a detail explanation of what took place.
As Jay have communicated with you personally. Your account was closed out due to non-payment. We have made attempt to communicate you via email regarding the service payment, however, you requested not to be contacted and thus, our emails were refused by your email client. We have shared direct links to view each of your tickets, which were responded in under 5 minutes, that you never responded back to :(
As you are aware, an invoice is generated ~15 days before the renewal date. Once the account is past due, we offer a 3 days grace period for no additional fees. Once the account is overdue for over 3 days, unpaid service is then suspended for another 4 days. Which is usually ample time for someone to notice, hey, my service is down, let's check with the provider to see what happened. At the end of the 4th day (Total 7 days from the time, service is due), we terminate the service and at that point, if a client doesn't have any additional active services with us, we archive their account to prevent any mishaps. You reached out to us on the 11th day. Which is the literal definition of "too late".
Since this is a prepaid service, service needs to be paid upfront and not after. It is the responsibility of the end user, to pay their bills on time, just as much as it is our duty and responsibility to ensure that a paid service is online for the period it was paid for. Should someone require extra time to pay their invoice, as long as it is previously communicated
Jay (seriesn) reached out to you personally to assist you in this regard, despite this being an issue due to end user error. However, you have started to make demand for things, that were neither logical nor viable, such as life time service or offer you services, that are even below our internal cost. As a for profit business, we rely on recurring revenue to offer quality service, pay our bills and pay our team members. Despite trying to explain this to you multiple time, you chose to pesture and pressure us to offer you something, that is unreasonable and on the borderline of blackmailing by taking advantage of Jays kind nature.
It is really unfortunate that, you didn't feel the need to share your positive 2 years of experience, while your service was still active with us, however, you did choose to share a fabricated story when your service was canceled due to non-payment. In this business, we treat all our family members as partners as partnership is based on mutual benefit and respect. Judging by your communication with Jay alongside this review, it is very clear that you do not value unfortunately we are not willing to continue our partnership with someone who doesn't value ours.
We wish you all the best with your journey.
- Jose
