Webhost charging 5 euros for (not using) support

[xankyper]

Hello sorry for posting in English, but it will be easier to communicate.

I have a 5-year fixed contract with domeinwinkel (2 euro per month for hosting) and this month I just got a factuur for 5 euros for their costumer support service. Then, I opened my email and noticed an email from a few weeks ago explaining that now everyone is automatically opted-in in their costumer service option and will have to pay 5 euros per month, and I should contact them to unsubscribe to the service.

However, if you are not opted-in, they will charge you 25 euros a call and 100 euros per hour for simple costumer support.

In the past I called them a couple of times because my website was offline, because of some issue on their end, and it was completely free as it is expected to be. Now if I call them I'll be charged 25 euros just to start the conversation, which is basically one month worth of their webhosting services.

If you think this is bad, then consider that if you opt-in to their costumer service subscription, then you are looking at 60 euros per year, which is much more than what the service actually costs.

So basically, out of a whim, my 5-year contract that was supposed to cost 400 for the entire period now drastically increased in price, if I opt-in or not.

I have contacted a lawyer, but would like to know some opinions.

Thanks for reading.

[99ruud99]

Look at the contract, does it state what the prices are, and are they fixed for the whole period of time (very rare)?


More often than not, this is how they operate. They will lure in customers with low prices then start increasing whatever they can. Since customer support is often not fixed in the contract this is one of the mor viable options.

[xankyper]

They say that they can increase 6% per year their fees, and says that they can charge extra for excessive use of their servixe of if they judge that my subscription need more hardware and services.

They don't mention telephone support, I dont think, but it is in Dutch.

This is the link drom their website: https://www.domeinwinkel....emene-voorwaarden-old.pdf

[mrmrmr]

Members only:

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is gerechtigd om, zonder aankondiging vooraf, de gehanteerde prijzen eenmaal per jaar te indexeren conform de CBS Consumentenprijsindex plus maximaal 6 procent. De indexatie is een integraal onderdeel van de overeengekomen prijs, en de prijsverhoging kan nimmer aanleiding vormen voor een tussentijdse ontbinding.

bron: de voorwaarden

Dit volgt niet de normale prijsindex, het is een indexatie plus prijsstijging. Het geclaimde verbod op ontbinden en de ontbindboete van maximaal 35% en minimaal € 150 (artikel 3.6) is ook nogal slecht. Met name als het abonnement veel goedkoper is, is dat niet te rechtvaardigen.

Dit maakt de het contract voor consumenten enorm zwak, en waarschijnlijk onrechtmatig.

Een overeenkomst mag in principe niet tussentijds eenzijdig worden aangepast en bij aanpassing zou er het recht moeten zijn om op te zeggen.

Extra kosten zijn een reden om op te zeggen. Dat zou ik dan ook doen, want dan ben je verder niet met gehouden aan de overeenkomst of "opzegkosten" (artikel 2.8). Raadpleeg wel eerst de jurist als dat niet al te veel kost.

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[xankyper]

I am talking with juridische loket, I appreciate the answer very much

[nelizmastr]

Not including support in such a low price is normal for hosting providers. My employer inherited some web hosting and we also charge €100 an hour before VAT for support calls (only changes, information requests and user error are billable though) with a minimum of 15 minutes billed per call.

The reason is that a company can’t afford support personnel for the basement prices you have to ask because this market is extremely low profit. Also a reason we’re quitting and forcing everyone to leave whenever we can (no end users, only businesses).

That said, just forcing this add-on is very questionable. Good that you’re consulting legal advice.

[ Voor 12% gewijzigd door nelizmastr op 01-08-2025 17:05 ]

[xankyper]

Their trust plot, trouwens: https://nl.trustpilot.com/review/www.domeinwinkel.nl