What’s the biggest nightmare of anyone with a website? When you go to it and nothing is there. It’s gone, no sign of it. Not unlike driving to your business and finding an empty lot. With no signs.
Well, this is the third time Network Solutions has dropped the ball. The first time they said it must be my ‘scripts’. I wrote about the details here: Network Solutions (Customer Support tragedies)? This had my site down for almost 3 days.
“…We are committed to creating the best customer experience possible.”
A month or so later I had a lot of intermittent problems. A traceroute looked great (all under 100ms) but the last hop (a Network Solutions router) showed 100% packet loss. I was used to being herded onto packed servers (great ping/traceroute normally, DB queries were quick, but page delivery was very slow). I was told there were upgrades happening. They took a day or so and it seemed to straighten out.
This time (Sept. 9th) I noticed intermittent 500 errors mixed oddly with an occasional “Cannot find”/””. Assuming (yeah, I know) a temporary thing, I let it go until the morning… In the morning it was all 500 errors, everytime, so I used my “Gold Member” Express Support Request button on the 9th. I received this later that day:
Dear Samuel Devol,
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.
However, we will not be able to resolve this issue by e-mail. So we ask that you please call Customer Service, at 1-888-642-9675 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 1-243929254.
We look forward to hearing from you soon, so that we can work to resolve your issues.
Sincerely,
WRANCEL001
Network Solutions Customer Support
Read more ›