Tech support is driving me crazy! Ticket #2013273 (long)

[Crickett]

I signed up in December of 2002. The plan I signed up for was fully paid up front for a year, and JaguarPC was supposed to register my new domain name for me.

1st problem: JaguarPC did not register my new domain name. I opened a ticket, and JaguarPC did eventually get my new domain name registered, and life seemed good.

Fast forward a year.

On December 15th, 2002, I was charged for another full year of hosting. I was not billed, or emailed in advance. I knew it happened after I saw the charge cleared in my bank statement. I was not happy, but I figured it was no big deal. I figured life would be good for another year.

Wrong.

On Thursday, January 1st, 2004, at approximately 9:30 am, my web site became inaccessible, getting a "This site is under construction" page from Aletianic.com. I opened a ticket. On January 2nd, a Friday afternoon, after much back-and-forth, tech support determined that my site was down because my domain name had not been renewed, and referred my ticket to the billing department. That was on Friday afternoon. I called the billing and sales department (no one answered) and left a lengthy message. I receive no reply until Monday, January 5th, when I got an email stating that my domain had been renewed and should resolve in 10 hours. It did. So, my site was down for 4.5 days, over a weekend, starting the day after my ad for the web site comes out. Great timing! But that's ok.

Now I'm concerned about this happening NEXT year. So I pursued it, replying to the open ticket. I explained that I NEVER received an email about the domain name expiring. I gave, when requested, my Aletianic.com login and password, so that JaguarPC could push control of my domain name to my account. I've given that information twice now, and reiterated several times that the domain name has not been pushed, and I NEVER got any email warning from ANYONE, not Aletianic.com, not JaguarPC, not ANYONE!

And yet, the last reply to my ticket states: "When you create the account at aletianic.com you will be able to see the email, and so forth. Then you will always get the renewal notice. "

How many times do I have to state that I'VE ALREADY GOTTEN AN ACCOUNT! I NEVER RECEIVED ANY EMAIL! THE DOMAIN NAME STILL HASN'T BEEN PUSHED!!!

I've been as polite as I possibly can. I realize that my immediate problem has been resolved. But I am trying to make sure that this does not happen again, and I'm not getting anywhere in this attempt! I am long past getting upset.

WHAT THE HELL DO I HAVE TO DO TO GET THIS FIXED!

Crickett Hutchinson

[Vin DSL]

I just read your post 3 times. I understand that you are upset, but I also realize it's hard to be objective when someone is as upset as you appear to be. After reading and studying your post, I don't understand what the problem is or what you want them to do about it. 'They' may be in the same boat, so...

Suggestion #1: State exactly what the problem is and what you expect to be done to rectify it. Forget the 'injured party' stuff. All that serves to do is obfuscate the situation and make 'them' defensive.

Without actually knowing you, it appears that you are the type that internalizes your anger. You have taken 'it', and taken 'it', and taken 'it', and now you've had enough, so...

Suggestion #2: Don't let ppl push you around. There is a difference between flying off the handle and 'righteous' anger. You should have nipped this in the bud a long time ago, IMHO. 'They' probably didn't even realize the extent of the problem until this very moment, yet you have been biting the bullet for over a year.

Suggestion #3: Transfer your domain name to place where YOU have control of it. I use Dotster.com. I have NEVER depended on a mass webhoster to take care of my domain name. I don't want to make you feel any worse than you already do, but when you give up control of your domain name to others, you're just asking for trouble.

Suggestion #4: I’ve noticed, from reading the threads here, that JagPC seems to have a problem in the sales arena. This is their Achilles’ tendon, so to speak. Unfortunately, you have found out the hard way, as many others have. Personally, I'm watching my 'anniversary date' like a hawk. I'll make sure things are in order well in advance of it. If I start getting jacked around, as much as I love this place, I'm outta here. However, I don't think it will get to that point. If it does, then it's not going to be for lack of trying on my part. I don't know if this will make any difference, but it seems that the ppl that are having problems with 'sales' are depending on 'the system' to perform flawlessly, and automatically, every time. Unfortunately, that isn't the case here. A year is a long time, and sh!t happens, you know? Be more vigilant in the future, no matter where you host, and I think situations like this will be averted.

Anyway, good luck! Hope things work out for you...

[Crickett]

The original problem has been solved. I am trying to make sure it never happens again.

JaguarPC currently has control of my domain name. As requested through tech support on the current ticket, I have given my aletianic.com login and password for them to "push" control of my domain name to my account. This still has not happened.

The infuriating part is 1) domain name still hasn't been pushed, and 2) tech support keeps insisting that I "should have" gotten an email about it after I've repeatedly informed them that I never did.

Crickett

[Tim]

If it is any consolation to you, I have gone through this also. Twice, actually, with different accounts. I opened the accounts in 10/01 and 4/02 when Aletia was offering free domain registration. I do not remember now if it was stated then, but I assumed that the domain would be renewed every year also. I also assumed that JaguarPC would take on this responsibility when Jaguar acquired Aletia. I found out just as you have that this did not happen. When it comes time to renew your hosting account, just remember that the domain will need to be renewed also and keep an eye on the registration dates.

[Connie]

Suggestion #3: Transfer your domain name to place where YOU have control of it. I use Dotster.com. I have NEVER depended on a mass webhoster to take care of my domain name. I don't want to make you feel any worse than you already do, but when you give up control of your domain name to others, you're just asking for trouble.


Suggestion #4: I’ve noticed, from reading the threads here, that JagPC seems to have a problem in the sales arena. This is their Achilles’ tendon, so to speak. Unfortunately, you have found out the hard way, as many others have.

Take Vin's advice, It's worth its weight in gold.

Cheers:    

[JPC-Les]

Crickett I have updated your ticket.

Originally posted by Vin DSL

Suggestion #3: Transfer your domain name to place where YOU have control of it. I use Dotster.com. I have NEVER depended on a mass webhoster to take care of my domain name. I don't want to make you feel any worse than you already do, but when you give up control of your domain name to others, you're just asking for trouble.

Having a domain in an aletianic.com account allows persons the same freedom as having a domain registered anywhere else. You have full control over the DNS settings, whois information, and there are a few 'gee-whiz' tools in there. The only limitation I have noted in the aletianic.com interface is the inability to register DNS.

[Crickett]

Problem solved. The domain name is now under my account.

Thank you, Les.

Crickett Hutchinson