When can I expect help?

[ltruex]

Hello,
I signed up with Powweb last week and loaded my site on Monday. In testing the registration page, I found it would hang or freeze. The registration would actually work but one wouldn't know it because the "successful registration" page never appeared. Further, the email from sendmail, IF it did get sent (only 2 out of 5 tests actually were sent), it showed up the next day. I had the author of the script check the problem which he indicated was a sendmail problem. I have sent two technical help tickets. I got one response nearly 36 hours after sending it. Apparently my request showed up empty at Powwebs side so I had to resend and still don't have any help.

I am about ready to exercise my 30 day money back guarantee. I understand problems happen. But when I see all the sendmail posts on this board and the downtime experienced over the last few days, I have to wonder if maybe I'm better off swithing. I mean if I have this much trouble in my first week, what do I have to look forward to in the future? I have enough headaches without wondering about website problems.

If anyone has any suggestions, it would be appreciated!!!!

Thank you,
Leslie

[BerksWebGuy]

You gotta stay now!!

After going through all that. Been here 3 years...never had my site down for more than 6 hours (only 2 times). They have obviously upgraded to a great system. Might as well stay and enjoy the security and uptime.

[ltruex]

Hello,
Thank you for a reply. Of the three posts I have made here regarding my problems, you are the only one to respond. I appreciate that. However, I am still left wondering when I'm going to get help. In the four days I have been needed tech help, I haven't had any and my site is still not working right. In testing, its been five minutes since I pushed the "submit" button and I'm still waiting for it to process.

You have three years of experience that is good but in the week since I have joined, my experience has been the complete opposite. I'd rather not move because it will be a hassle. On the other hand, the total lack of assistance concerns me. I can't afford to have to wait days to technical help.

Thank you again for your reply.

Leslie

[stevel]

I'm seeing the sendmail problem too. The last time I reported this, when support wrote back to me they said nothing was wrong - but it turns out there was a problem which eventually got fixed. It looks as if it's back.

In the past, I USUALLY got some sort of human response to my support requests later the same day, but sometimes it took 4-5 days. Calling is better if you can manage it. (Unfortunately, as I'm on the east coast, I have to wait until noon to call.)

[BerksWebGuy]

This week has been very rare for service to be this slow...but they have been working to get everything up-and-running.


I'd rather have them do that than respond to emails all day :D

[stevel]

My experience differs. This week, I've failed to get any response at all to a support request other than the automated acknowledgement.

I have found the e-mail support to be a waste of time. Too bad, as this is really more efficient for both me and PowWeb. It's only when I get someone on the phone that anything happens. E-mail responses, when they finally arrive, have consistently been of the form "I don't see a problem, therefore no problem exists".

[alphadesk]

ltruex,

This week is no where near the "norm" for tech support. It has been a trying week that has created an overwhelming amout of support tickets. If you stay, I'm sure you will be more than happy with the service you recieve.

[Igor]

BerksWebGuy wrote:
>After going through all that. Been here 3 years...never had my site down for more than 6 hours (only 2 times).


L O L !!!!!!!

Did you sufficiently often check your web site????

[ltruex]

Hello,
First I want to thank you all for replying. Some mentioned phoning Powweb but I have not found that helpful. There doesn't ever seem to be anyone available. I am usually told they are too busy, call back. I am on the east coast too and have tried at various hours.

I also haven't received any email confirmations regarding my ticktes. (Could this be an indication that sendmail isn't working????...) I got one email saying my ticket was blank. So I resubmitted but haven't heard back.

I know problems happen. But, I haven't had to go so long without any help...four days now. I am especially surprised, since others are having the same problem, that the issue hasn't been fixed. I check my site incase they have worked on the problem but haven't yet responded. However, I haven't gotten help and the problem is still occuring.

I figure I can give it another day ... that will be five days. I don't feel like its unreasonable to expect help within five days.

Thanks again.

Leslie

[BerksWebGuy]

Igor,

Been one of the lucky ones on a 'good' server. Never had any real major downtime (except now). And I do have a service that checks the website regularly (not InternetSeer).

But I have to admit...if I expected to run a full-fledged big business...I might look elsewhere (for service and reliability issues). But you can't beat Powweb for costs.

[alphadesk]

Leslie,

Would you post your URL/domain name so someone can have a look?

[Igor]

BerksWebGuy,

I also thought that I was on one of those servers that have no problems. But three or four days ago I had more than 27 hours downtime without any prior notification.

I agree with you that PowWeb is good (at least to that time) due to their price/value UNLESS you run an income generating web site.