Lost site,screwy ticket system,laying of blame by techs ...

[Airfun]

Well altho I see the Jaguar folks in here putting out fires and PRing, when a problem comes up I'm not as impressed. My sites are on Swan, recently I was told one is down, so it is! I can reach it via FTP but not via browser, can't access Cpanel - so start a ticket. In several back and forths I am told I am using the wrong username, I had uploaded my files to the wrong server (??), that I would have to install them to access them (Like I maybe thought they were automagic??) and then that Aletia had messed things up by setting up 2 accounts for me on 2 different servers.

This was a lot of mickey mouse excuses - once everything was fixed I am told my files are on Swan as they "should" have been. What bugs me about this is the first assumption that I used the wrong username (I didn't), I must be picking servers out of thin air, and later that Aletia messed things up. The last gallery I set up was Sep 2, it worked fine then.

If Aletia had really set up 2 accounts the one supposedly on Eagle (odd, considering a condition of my purchasing hosting was that it be on Swan) wasn't active till they (JaguarPC) moved it, changed the username and made it active to override the working one on Swan - that's fine, I don't understand the workings of that, but I don't like the laying of blame, first on me, then Aletia. The domain name was pointing the correct site initially, then under JaguarPCs action it got screwed up, whether that starts from an error on Aletias part I don't know, but I do find it rather tacky the laying of blame or fault on me, or on Aletia. A simple - "Ooops, we did this(blah, blah) it overrode what you had, sorry for the error, it's fixed now." would go over a LOT better than the scramble to lay blame elsewhere.

I was going to post this as a response to the trouble ticket, except for the fact that once the last answer was given, shortly after the ticket was closed, and it dissapears.

[JPC-Greg]

Nobody is blaming you, please dont jump to conclusions. The site was created on two servers, probably got created on eagle and for whatever reason aletia decided it should be on swan instead. So you received login details for swan and they forgot to take out the one at eagle. simple error

Then when we move sites in mass the zone file got updated to the new ip since that site was listed in the site listing of eagle.

After you contacted us we found it was still supposed to be on swan and the eagle site was a mistake so we corrected the dns.

Im sorry, I dont see the point of this post. Your problem has been resolved. There is no point in posting rants in our forums, you can contact me personally and rant if you like. Lets keep the boards friendly and clean.

[Airfun]

As you say simple error - I agree.

As I stated "A simple - "Ooops, we did this(blah, blah) it overrode what you had, sorry for the error, it's fixed now." would go over a LOT better than the scramble to lay blame elsewhere. "

This is a feedback forum is it not? - this is feedback and a suggestion. I don't see this a particularly unfriendly, and there is certainly nothing unclean about it. I posted the details of what transpired, what I didn't like about the way it was handled, and how it could be handled differently.

I don't see that as ranting, I do see it as something some others may find value in - the land of puters, servers and the like can be very intimidating to a newbie, a post like this can let them know they are not neccesarily in the wrong. And on your end, if this is conveyed to the techs, it can improve how they are viewed by the people they are serving. I couldn't do that because the ticket was closed and it dissapeared.

Should I have been tactful enough to write you privately so no-one else would know? Well possibly, but then I'm a customer, and I have seen folks who feel like fools because they don't get good, unbiased info - I'll opt on the customer side and make the info available. It's not as if it's terrible and unfair after all. If that's so bad, well for those folks who see the messages before they are deleted, they will have a better idea of where they stand, because there doesn't seem to be any rules tha say negative comments aren't allowed.

[Pawel Kowalski]

Hi,
I have been a long time customer of Jag and decided to join these forums as they will be merging soon. I read a bunch of posts putting down Jag because people don't know them and approach with hostility. From what I have read Jag is actually imporving things here, not making them worse. Like Jag said they were not pointing blames anywhere, they found a error that was caused somewhere else and they tried to fix it. There propably was some confusion along the way and that was your problem, after all they are people that handle support so mistakes do happen.
Good Luck,
Paul