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Sly,
The customer was concerned that the server move would take longer so Joel gave him a free month to avoid overlap with billing of his other host. We offered to move his data, not reprogram his scripts and etc. The customer claimed he was not capable of doing anything on his own well into this. Furthermore, he ordered the server without a control panel, then later we discover it was a required item. Family issues aside, the tech who was working on, was working on it and did not hand it off to another tech because it was outside the scope of support that this customer subscribed to and he was personally trying to make this customer happy. We go above and beyond on all service levels, but when customers begin to berate our employees we must draw a line.
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