QUOTE(techtoolsupply @ Jul 29 2008, 09:22 AM)
5 minutes after the site went down, we created a trouble ticket in our MC support area notifying you that our website was down. Still took 3-1/2 hours
The above image is taken from your support page. I Called 800-353-6582 which
Commerce advertises as there 24/7 tech support number. This number forwarded to Network solutions who was able to do NOTHING. I called the 800-353-6582 number 4 times over a 2 hour period, talked to managers, supervisors, NOTHING could be done. Everyone at Network solutions said the same thing - NO ONE is available at
Commerce for tech support.
I posted in the forums in hopes that someone would read the post. And ironically, it was the only thing your support staff responded to. Not my phone calls, not the trouble ticket, but the forum post.
Three and a half hours it took you to get our site back up from the time the trouble ticket was sent to you. And to add insult to injury, you post the statement making it our fault like we called the wrong number.
I have been with
Commerce for over 3 years and I have never been closer to switching to a new e-commerce host (not that tech support cares). If it wasn't such a headache to switch, we'd already be gone. I hope that companies considering
Commerce come across this post; this is typical MC politics here - "never our fault."
Hi All -
I'm certainly more than happy to explain what you saw here. Yesterday, we had a rare "All employee" meeting for our ecommerce group and the group that was handling calls is not as accustom to the ecommerce service as obviously regular Ecommerce support is. Unfortunately, at the same time, we experienced a server outage, as many of you reported. We have reviewed the issue and found that the detection of the outage was normal, however, repair did take longer than average.
It was just an unhappy coincidence that it happened as our less experienced sister call center was fielding calls, however, it did not effect the detection or repair of the outage. As far as response to your issue, again given the circumstances of the day, we have a backlog of client contacts we are working on and hope to get caught up soon.
We apologize for any inconvenience this may have caused and any confusion that occurred. Our Ecommerce Tech Support department is a 24/7/365 department, and rare meeting aside, we are always here to support you.