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- Somewhat ON: Customer service?
February 15, 2006, 8:27 pm
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I guess it's not very worthwhile to report server errors to some ISP's.
What's really sad is that my ISP is DSLExtreme, which I have for many
years considered to be one of the best (in the US), and their tech
support was one of the reasons I have recommended many of my friends to
But it appears that has changed. I'll admit my last couple of responses
are a bit snippy, but judge the competence for yourself. I don't THINK
I was unclear on the problem...
The response to this:
Of course, the user account is right there in the URL...
All I want to do is let them know about a problem with their server.
That should be OK, right?
Umm - I thought I DID explain?
Now I'm getting a bit frustrated. So I CC'd my next reply to the admin
contact on the DSLExtreme Whois listing:
Well, this got me a call from someone in tech support last night, who
didn't totally understand the problem, but at least (or so he said)
referred the problem to a supervisor, who supposedly caught the problem
and told someone who could fix it.
OK - that's done, then, right?
Well, I got this email this morning:
I have been using my "personal webspace" for YEARS, and have used if
OFTEN for posting pages for you guys to look at - such as my JS
Breakout game http://www.dslextreme.com/~tony23/bricks.htm
I'm pretty perturbed now, so I fired back:
I don't know if I'm looking for approval, agreement, or just venting,
but I simply CANNOT comprehend how "technical support" people can be so
Am I the only one who thinks they need to get their people a bit of
basic computer training? Or maybe they should just put their tech
support people in a remedial reading class...
OTOH, I don't think I'll be recommending DSLExtreme to my friends
Re: Somewhat ON: Customer service?
If I may... The way I could read their reply is that either:
You are not supposed to be posting html files to your personal webspace,
They don't support serving html files from your personal webspace
Either way, whether or not it actually worked is beside the point. I'm
guessing they won't fix the problem as to them it isn't a problem to
them. If they are trying to encourage people to actually buy a hosting
plan rather than using their personal webspace to serve pages, they may
have "broken" it on purpose.
That's just what I thought when I read this bit, could be wrong. I'd
suggest (if you haven't already) reading the TOS for the personal
webspace before pressing this.
Re: Somewhat OT: Customer service?
You know, maybe it IS me that's not communicating effectively.
First of all, they DO support serving HTML files from your personal
webspace. Not only that, but that is what it is INTENDED for. There is
certainly nothing prohibiting it, and there are specific instructions
on their website on how to go about uploading HTML files from Front
Page to your personal webspace. Not only that, but the personal
webspace has an HTML EDITOR included in it.
Like I said, maybe I am the problem after all -
Did you not understand that I was reporting a problem with THEIR
SERVER? a problem that was not specific to MY webspace, but that was
system-wide, and happening on ANY personal webspace?
I thought I was pretty clear about that. Where did I miss explaining?
They DO NOT support PHP on your personal webspace. The file with the
error is one that is not in my personal webspace, and that I do not
have any access to. It is a file that apparantly outputs an error
message when you try to access a non-existent file. But THEIR PHP CODE
had an error that I simply tried to let them know about.
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