Ekto gammit

Network Solutions (Customer Support tragedies)…

After my site went down (for over 24 hours) I discovered that Network Solutions had done a"Major Upgrade" over the weekend of May 13th. Interesting how a company on the cutting-edge of internet services couldn't manage to somehow communicate this BEFORE it took place. However, to further pound this cork in the asshole of progress even deeper, they decided to not communicate it AFTER, either.  So, basically everyone that had an issue had to call tech support…

"Call?" you ask, wondering why an email/contact-form submission of an issue wouldn't suffice? Well, apparently they weren't responding.

Thank you for contacting Network Solutions. We are committed to creating the best customer experience possible. One of the first ways we can demonstrate our commitment to this goal is to quickly and efficiently handle your recent request.

We did an upgrade on our system over the weekend and we apologize for the inconvenience, however, we will not be able to resolve this issue by e-mail.  So we ask that you please call Customer Service, at 1-866-391-4357 within the U.S. and Canada or at 1-570-708-8788 outside the U.S.  When you call, please reference the following Service Request number 1-230xxxxxx

 Apparently 'quickly and efficiently' is to make me wade through a menu system and wait until someone else has the time to look at my problem at their convenience, rather then mine. 

After Ysrael001  answered we got down to the nitty-gritty. Having worked on PC's, Mac's and Unix boxes for over a decade and managing an IT department for over 4 years I communicate pretty well with geeks err techies. I was in my environment, my THING… We quickly established there was a problem with PHP, as my site was coming up blank and the recent 'upgrade' had actually downgraded the server's PHP version to 4.3.1 (had been 4.4.1). He said he was escalating my ticket and I got off the phone with a warm and fuzzy feeling of being supported, nay, nurtured in return for my loyalty and, umm, money.

Then I received this email from Ysrael001:

Thank you for contacting Network Solutions. We are committed to creating the best customer experience possible. One of the first ways we can demonstrate our commitment to this goal is to quickly and efficiently handle your recent request.

With regards to your inquiry, please be advised that your website for SAMDEVOL.COM and FTP server seems to be working properly as we have verified.

If you have further inquiries or requests, please feel free to contact us.

 One of my character defects is tending to see the negative rather then the positive (I am working on this). So, instead of thinking "Thank God, this was all in my imagination and I was the only person that saw a blank page when they went to my web page, and I misheard Ysrael001 when he said there was a problem, and it's all in my head which obviously does not accurately portray the events around me…" or some such positive thought, I regrettably went to the negative and thought (actually said out loud, I'm afraid): "You sick, lying, dysfunctional fuck!"

I regret that now, and apologize to Ysrael001. I understand he's working from scripts and directions that are well thought out and that if I just followed them like a good boy I wouldn't have so many problems. When will I ever learn?

UPDATE 5/23/2006: Received an email from Robin002: 

My apologies for the issue you were having with your website.

I did review your website and account and the website appears to be working correctly now.  We did have an issue with PHP not working correctly but has now been resolved.  If you are still having difficulty please call us at 1-866-391-4357.

  Thanks Robin002. Always nice to know I am not hallucinating ;')

Site5 $5 Hosting Deal

Tagged with: , , , , ,
Posted in People

Leave a Reply

Your email address will not be published. Required fields are marked *

*

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>