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Happy place disappearing with my host
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- Empowermom
- Hero Rocketeer
- Posts: 476
- Thanks: 32
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Please bear with me while I vent. You guys, amongst being my gurus, are a solace for me in times like this. I know I'm not crazy and I need someone to give me some advice. I am at my wit's end with my host right now. I've been there several years and I think I've been a pretty good girl since I only bother them when the servers are down or I can't reach my site. Only twice in almost 4 years have I screwed things up myself and I've never been rude to anyone there.
This is really long and I ran out of the Short Stack earlier today, so here goes:
I ran into a problem on servers yesterday. They don't offer tech PHONE support.
This was a genuine issue which I had researched thoroughly prior to contacting them. Problem was I wasn't understanding some things from the host point of view (that's kinda' what I paid THEM to do, I thought). I've been a little late with spring cleaning. Anyway, after several years of Joomla, I've decided to restructure some things, get rid of the old stuff, delete dead files and cobwebs from my server, you know... that kinda' stuff. In the beginning, pre-Joomla days, I'd installed all kinds of goodies to play with. Unfortunately, I'd left some toys laying around dead (some of them rotting). Thing was, I needed to make sure none of my "cleaning fluids" would hurt anything. I didn't want to pull out the gloves for an acid wash if all I needed was vinegar. I guess they didn't want to play "Clean House" with me.
First, they were cool... until I started asking too many questions. It got pretty involved but I couldn't decide how to proceed with the structure of my primary/add-on/sub-domains until I got some answers to my questions (which were repeatedly being ignored).
On top of that, they made me keep RE-typing my questions when I mentioned they hadn't answered them. I felt like little Sally in front of the class with mean Ms. Flinch. I was thinking to myself, "Self, do you think they lost the scroll button? We better teach them to read before Mrs. Flinch finds out!" I wasn't going to let Ms. Flinch slap ME on the hands with that baseball bat, not today, no sir! So I just ran to my "happy closet" snuggled back and tried to take a nap.
As Joomla was partially involved in my decision on what to do, they wouldn't get off it. They were absolutely O.C. about Joomla. It was almost scary. I couldn't get them to focus on the structure part of the issue. It felt like a replay of "Bambi meets Mr. Grizzly Bear" and I wasn't the bear here.
Their answer was "Use Fanstastico, start over... (3 year old site mind you) we don't really support Joomla." At that point, I didn't CARE about Joomla any more because everything had been erased. I just needed some info about how to structure my domains and keep down on clutter. Did I mention the dump truck ran over my toes a few times carrying off all that stuff?
To put it bluntly, the thought of "starting over" with a site I couldn't reach and didn't have full back up on local was akin to a nightmare far beyond anything Freddy has ever seen! Then I started closing the door to my happy place so I could breathe without the little brown bag for a few minutes
In the middle of this, I realized their system that had gone kaflooey for a while but they wouldn't admit it. This left me to pull my hair out trying to figure out why I couldn't do a stupid !@#$ CLEAN Joomla install which I've done at least a hundred times.
While waiting for the next round, I actually figured this up. I've been a member here for almost two years. I average about three installs per month because I'm a RocketTheme junkie. I played around with some other guys for a while but they were boring (so I didn't count them). That equates to about 72 legitimate full Joomla installs and that's just for my "monthlys." It doesn't count all the OTHER updates which I faithfully keep updated offline in case I change my mind. Nor does it count the rest of my design history. (Now Andy... don't get mad... I haven't been unfaithful... not really. Everyone shops at Wal-Mart once in a while and I DO keep coming back. And you KNOW how we ladies like to change our clothes, right? I mean, you SEE the bills, don't you?)
They kept telling me I didn't know what I was doing, blah, blah. It was here I was getting downright insulted... and I think they knew that. I even brought my little Serta Sleeper Lamb into my office and squeezed him so many times he bit me! I then realized he didn't like the little pink ribbon on his ear so I took it off and he calmed down.
Then, I logged onto the ticket system after a couple of hours to see if I'd gotten any answers and there was some other guy's stuff in my face (INCLUDING two different posts with his login information for both his Control Panel AND his site). Why, he'd stolen MY ticket! And to top it off, he has an Alzheimer's site... I said, "Carol, I don't think we're in Georgia any more, old girl!" I swear, as God as my witness, this is true!
It was here I realized this fella was having the same problem I was trying to upload to servers and install something. I didn't ask him about his organizational skills. It was just too much to think on then.
I took the time to write the nice man a letter so he knew to change his passwords pronto since his e-mail was there for me to see and I wasn't a "Peeping Tom." He wrote back and said thank you then mentioned I should read his book! I kinda' hoped he'd give me one since I didn't hack his site or anything, but alas, he didn't. So now it's going to cost me money, if I can remember how to get to his site again! I still made sure he didn't "forget" to change his passwords. I thought it was the neighborly thing to do since we were on the same server and all.
Then, without any changes, ALL my sites went down, then the Chat system, then the ticket system, then the phone system as well (theirs, not mine). I mean, even THEN they wouldn't admit they were having "minor" (?) technical difficulties and perhaps I should hold off on making any changes! I started looking for my favorite box of Calgon then and thought of flowers and a nice hot bath.
I honestly PRAYED to hear the words, "I'm sorry, we are experiencing technical difficulty. Please give up and try your ticket again later." I mean, have you EVER prayed to hear that? I did, I really, really did. I swear it!
Needless to say, I wasn't feeling too secure when the ticket system went wacko and I'd seen someone's privates. Somehow, this didn't seem the appropriate place for "You show me yours and I'll show you mine," not to mention they'd neglected to answer MY ticket for hours. I'm a lady afer all!
I was on a deadline with people screaming at me (well, not screaming, but making grunts and growls with very mean faces). I was just glad last night wasn't a full moon! You should know, however, my buddies have cut me some slack since I explained things. One even sent me a bunch of dandelions to cheer me up! I've been sneezing ever since.
Why is it when people see they can't ruffle your feathers they insist on trying? I wore out two feather brushes yesterday and my head was sore! Trouble was, I was out of VO5 and by this time, my little lamb was spitting at me. I attempted to don my leather Harley hat but it kept falling off my ponytail!
It just WASN'T my day, guys.... honestly!
I then sought some assistance elsewhere at Joomla forums: forum.joomla.org/viewtopic.php?f=429&t=549268
When I got the last post from the forum I realized I'd screwed up listening to their solution, but by then, too late. Sites are all blown away now. Not that I care, but I have to reinstall three of them now. One I'm just letting go of because I kept it for a test site.... but I kinda' liked that little baby. She was my "fun space" when I had a little time to spare. It's just all that time wasted when they knew they were having problems. But they made me break all my toys.
Does ANYONE out there know of a reasonably inexpensive host who has Joomla support AND technical support VIA PHONE for complicated issues?
My fingers are literally worn out now and I can't remember when I've been this sullen and perplexed. I don't usually lose my cool.... (I like staying in my "happy place" which is about 99.9% of the time).
Now I want to take my toys elsewhere and I'm stuck with another two years of prepaid hosting.
Anyway.... that's my dilemma....
By the way.... how was YOUR day today? LOL!
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- JEM
- Preeminent Rocketeer
- Posts: 17917
- Thanks: 4
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Two words, HostGator & Akeeba Backup.
Oh, maybe that three...
Don't know if HG has phone support, but their live chat is top notch, never had to wait more than 10 minutes and never finished a chat without the issues being solved 100%, even if it took close to an hour to resolve.
(Unlike other host that say they need to bump it up to the next level and they'll contact you in 24hrs.) - Thanks,
jim
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- Empowermom
- Hero Rocketeer
- Posts: 476
- Thanks: 32
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Funny you mentioned them. I talked to HostGator tonight. They don't have telephone support. That's a biggie for me because I always want enough info so I understand it the next go round. Also, when you have a complete mess that can be cleared up with a simple 5 minute phone call, my fingers are much happier.
Another thing was when I called HostGator, my personal "gator" didn't speaka' da' English so good (as in almost not at all). In fact he may have been a crocodile speaking Egyptian... I'm not sure. My "other language" is pig latin (seriously) and that's it. If you can't speak it, you probably can't read it.... which would put me at ground zero in a pinch.
Actually, I'll probably work things out where I am. In all honesty, these guys are usually pretty nice and helpful. The service has been outstanding until the last few days. Very few problems all around.
I've never asked this much about so much at once and I'm guessing they were pretty swamped when everything was crashing. When the tickets got merged, I was aghast at the security implications. After the "Clash of the Titans" and when I realized what was going on, I immediately threw them a party with balloons, confetti and lots of beer! Told them to get a good night's rest and "call me in the morning" but I'm guessing they won't. I'm pretty sure they won't vote for me as their poster child for a while. Unfortunately, today wasn't my "personal coaching" day.
I'm a writer, not an administrator. I like to type, but I hate support tickets when I'm in a time crunch and then, to top it off, what they were saying was way over my head. By this afternoon my head was hanging pretty low anyway. Hubster had left for work, daughter is on vacation and that pesky little lamb doesn't give hugs like they do. I figured I'd come here and give someone else a laugh because that was all there was left to do. LOL
As to Akeeba.... yes, yes, and yes. I love Akeeba. I did, after all, have a back up for each of my sites. I totally spaced the fact I did them around 6:00 am this morning before we started "just in case" but after 23 hours non-stop with no breaks, it's all a blur to me now. At least there's no peanut butter in my keyboard. Now THAT would be horrible!
I kinda' gave up earlier this evening and said to heck with it. It will still be there tomorrow and I've got a fresh slate to start with. Should have it squared out in just a few hours... barring no problems that is.
The whole thing gave me some ideas about how to revamp and I'm about to break up my site up into several "pieces" anyway. It's gone so many different directions, I need to diversify and specialize on a per site basis. I think that will enhance my security for the static portions and I'll also get to wear ALL my favorite "clothes" for each flavor of the site. Coolie, huh?
Thanks for your help. You are always so nice to me. And again I say, "How was YOUR day?" I hope it Rock(et)ed!
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- Chana
- Rocketeer
- Posts: 70
- Thanks: 0
- Yes, in fact, their phone support is great! You can always ask to speak to another rep if you're having difficulty - but, in fact, they don't outsource their support - everything is U.S. - pretty much, Texas-based.
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- Empowermom
- Hero Rocketeer
- Posts: 476
- Thanks: 32
- Well, my contract expires the end of the month, so I'm checking all options. Thank you for all the info. I'm glad I have you guys. Most of my friends don't have a clue when I talk about these things. LOL!
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- Adamck
- Elite Rocketeer
- Posts: 546
- Thanks: 2
- Web Developer, IT Assistant, Graphics design, App Developer
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Ive been with surpass for my hosting for about 6 years now.
They are AMAZING! they don thave phone support, they use a ticket system but they are the only host i know of who have a forum!
Not only do they have a forum...they use it!
They have mods on their who even help you out with installing stuff, coding stuff, anything they can help you with they have a bash at!
Take a look at them, oh and they are sily cheap and OWN their datacentre in florida.
Nothing but good words for them, they are the best host out of the 5 or so ive had in the past!
HOSTING: http://www.surpasshosting.com/
FORUMS: http://www.surmunity.com/ - Kiss my RSS
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