Website down - Support/Billing not responding

Hey,


i'm hoping that by posting here that I can get some attention from the discountASP.net team.

a client of mine was using the service and as of a week or so ago, the service dissapeared. This could have been due to the account not being paid (which is fair enough). But no notification has been sent to myself nor to the client that the hosting was due.

Now, after having looked at a ton of archived emails both on the exchange server and other places, we have found absolutely no notifications from discountASP.net. none.

So, what did we do, well we sent an email to support and billing to get an answer as to the service being unavailable. got a nice automated response back. but since then. nothing. both myself and the client have tried to call discountASP.net but no response at all.

The client is now without their service, both site AND email is down and it is now costing the client money.

I want a resolution to this asap and have a DASP representative (Eric, you reading this??) contact me and sort this out. if the account is overdue i need to know how to pay it.

Regards
Brian H. Madsen

p.s. have posted this in two threads as i saw that there was other posts with the same topic here.

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Brian H. Madsen
Microsoft SQL Server IG Perth - Organiser
http://www.sqlserver.org.au

 

Nevermind - i've decided to move our services elsewhere. no response to PM (Eric), nor email - nor are they responding to phone calls.

undeniable BAD business service which i'd hoped to sort out but it seems that discountASP.net isn't responding in any way whatsoever to queries when something goes wrong.

and completely dissapointed and surprised that no information regarding the service level/support level can be found easily. Client is now well and truely beyond their patience point and will move the service.

in view of this i will be moving all clients i have hosted here as i feel left in a lurch by discountASP.net. i will now have to recover client confidence due to their inability to respond.


Only thing left over now is to see if i can't get the client's site from discountASP.net???

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Brian H. Madsen
Microsoft SQL Server IG Perth - Organiser
http://www.sqlserver.org.au

Post Edited (Brian H. Madsen) : 3/20/2006 6:43:20 AM GMT

 

Eric, yeah i moved the post from another thread (monday my time i believe).

Bruce, received a ticket number: Your ticket has been received and has been assigned ticket tracking number: 305970



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Brian H. Madsen
Microsoft SQL Server IG Perth - Organiser
http://www.sqlserver.org.au

 

the ticket number is invalid???? how can that be when that's the number i've been sent from you guys?

are you sure systems are up and running 100% stable? i mean, i get that ticket number and you tell me it's invalid? logical explanation here is that there's a flaw/glitch somewhere in the ticket system.

and no, i can't create a ticket because the account is suspended..eg. cannot log in. So, if that number is invalid, what about this one 308556?? that's the last one i got today by sending another request to support/billing.

Bruce, i know that you guys aren't necessarily part of the support team - and i'm sure most here appreciate the effort you guys put in, to support the questions that float around.

but if you can't contact support..you can't contact billing...what can you do? and trusting the ticket system now is a bit redundant don't you think since the first ticket number i was sent is invalid...have they even gotten my first query? and how certain are you guys now that the system is sending out all the notifications you're mentioning? i see quite a few queryies on the forums here which relates to system problems...no ticket numbers...account unavailable..etc. doesn't appear to be 100% stable, 100% of the time.

i've sent a PM to Eric to "beg" him for help here - because the automated system doesn't appear to be working quite right at the moment so where does that leave us, the customers? only way i've gotten any feedback has been through here - no response has as of yet shown up from the previous queries and at the moment i don't trust much that my last query will get me any response.

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Brian H. Madsen
Microsoft SQL Server IG Perth - Organiser
http://www.sqlserver.org.au

 

ok - just got a response from Support...

they're escalating it to billing and i'll hear from them tomorrow..

thanks

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Brian H. Madsen
Microsoft SQL Server IG Perth - Organiser
http://www.sqlserver.org.au

 

i only sent one Eric..not multiple.

i also didn't send it via the ticket system, because i couldn't..account's disabled so can't log in for it..it was an email to support and billing.

only the last one i sent in, did i get a "human" response from. but neither of the reasons you put forward could be the cause..only sent in one.

anyways, it's now taken care of, billing will contact me tomorrow so we can get this paid again (as i'm assuming this is the reason it's unavailable for).

thanks anyways guys..

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Brian H. Madsen
Microsoft SQL Server IG Perth - Organiser
http://www.sqlserver.org.au

 

well - sadly - things didn't get sorted.

no help from accounts/billing etc..basically threw the same story back to me..

oh - with also a very confused developer on this end, wondering why backups of access databases means backing up a web site..at least, that was the answer to "do you have backups of your client's sites at all?"..."yes, we keep X days of backups of access databases"..errhmm..

makes sense in a very, very bizare fashion..

anyways - just as a small note-to-self...don't use discountasp.net again even with the trusted "Microsoft Partner" plastered on the web site.

thoroughly dissapointed at the outcome of this.



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Brian H. Madsen
Microsoft SQL Server IG Perth - Organiser
http://www.sqlserver.org.au

Microsoft MVP Visual Developer - ASP/ASP.Net 2006