What Happened? 2
April 16th, 2010 by ComputerBob
This morning, I’m very disappointed in my hosting company’s lack of communication. This site started displaying again yesterday morning, but it is still running very slowly and its email is still down. Obviously, the server restoration is still not complete.
But this morning, no one at my hosting company answered their “Live Chat” for the 20 minutes that I tried to reach them. No one has updated the server-restoration news on their Web site in the past 12 hours. And the veteran tech that I “Live-Chatted” with last night when I got home from work told me then that I shouldn’t call their emergency phone number with questions about the status of the server restoration because that phone number is manned by Level 1 techs who don’t have any access to information about the Web servers. Which begs the question, “If Level1 techs don’t have access to server information, then why did the Level 1 tech that I spoke to on the phone 24 hours ago tell me that the server restoration would be complete within that hour?”
When I couldn’t reach anyone through Live Chat this morning, I finally used the Live Chat’s “leave a message” feature to express the concerns above to them, tell them that my email is still down and this Web site is still running really slowly. In that message, I asked them to reply to my alternate gmail email account ASAP. That was over an hour ago, but they have not replied to me yet.
If someone doesn’t write back to me at my alternate email address wthin the next 90 minutes, I will have no way to find out what’s going on with this site until I get home from work 11 hours from now, because I’m working at a secure government location where we aren’t allowed any phone, email or Internet access.
In this morning’s message, I told them that this has been and still is a very frustrating situation for everyone involved, but it would have been made a whole lot less frustrating if they had done of better job of communicating with their customers.
And now I’m going to submit this update and hope that it eventually gets through to the server….
Update: Now it’s been 2 hours and 45 minutes since I first started trying to contact my Web hosting company through Live Chat this morning. This site is still running very slowly and my email is still not working. No one has replied to my “Live Chat” message yet, and now I have to leave for work, not knowing what’s going on with this site or my email. And I won’t be able to even try to find out until after I get home from work tonight.
I’m very, very disappointed.
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Tags:
Cybercrime, Hardware, Internet, Personal, Security, Tech Support, Web Development