Lousy email support

Getting IIS error timeout error messages (yellow screen of deatch), tech support says it's on my end. Clueless. They also said they couldn't look at server logs.

 

I looked at your recent correspondence with support and it's no wonder they couldn't help you. When asked (repeatedly) how to re-create the problem on his end, you sarcastically told the support rep to "Check email every 15 minutes or so for a couple weeks."

You made it clear that you would prefer for us to go straight to the mail server logs and that is not how we troubleshoot. Not for an intermittent error being reported by one user. Parsing gigabytes of mail logs to look for your occasional exception doesn't make any sense, and obviously, a first tier support tech is not going to have access to those mail server logs.

You need to work with us, if you refuse to do that for whatever reason, then yes, you're on your own.

 

insane to have customers fix discountasp.net server problems

Well when you get an asp.net server error message even the most basic tech support person should know that is not an end user problem, it is a problem with the server. How is a customer suppose to troubleshoot a problem on a server managed by discountasp.net.

It's just ridiculous to even suggest that a customer can troubleshoot the problem when they don't have access to the discountasp.net server.

If you give me access to your server or at least let me see the server logs I could trouble shoot it. However, since I'm paying for the service perhaps someone at discountasp.net should be troubleshooting the problem.

 

According to you there was a server error, but we could not recreate that error (if it was a server error we would be able to see it as well, yes? Or at least many other customers would be seeing the same error you are reporting, which has not been the case). You sent us no screen captures or anything to go on. Other than your word, which is fine, but we have to see the error before we can do anything.

This is something I've talked about before, and that is we do not start exhaustive troubleshooting unless there is good reason to do so, and unfortunately, one customer reporting an occasional timeout on webmail is not good reason. Sorry if that sounds harsh, but it's the truth.

Right. Obviously we cannot give a customer access to the mail server or the logs.