Hosting Support DipShits!

[DrGonzo]

*Note - This will probably be over a lot of your heads if you don't deal in servers/websites.

$this->startRant;

So apparently my new hosting companies chat support are a bunch of idiots... Why does this not surprise me! I got an alert that my site was down. Checked it out and none of them would load, then a couple mins later they loaded, all but the main domain.... Somehow the main domain was now pointing to one of the sub-domains folder. htaccess file was correct and nothing was configured under the Domain control panel so WTF!!

Got into chat with the host and the first words out of their mouth "Clear your cookies and cache" :facepalm: This is not going to go well... So I tell him there is no cookies and cache as I am checking the website from terminal on Mac. His response: "Did you Clear your cookies and cache". :facepalm#2: I'm Not Using A Browser DipShit!! So ten min later of this back and forth he thinks he is slick and confronts me with "I can see you are using Chrome browser!" No Dipshit, I'm chatting to you through Chrome browser as that is how Liveperson works! I now had to school him on how magical I am that I can check a website using terminal and not a browser!

So no help from them at all explaining why the server all of a sudden stopped abiding by the htaccess settings, dipshit goes in and set up the directory in the domain controls, which does nothing more than make an entry in the htaccess file I already have!! :dipshit:

So I pull my local site backup I took three days ago and do a file compare. I find a broken entry in the htaccess file that looked to be causing the issue. Seeing as I have not logging itno that server in a couple weeks and have not changed anything in the htaccess file since I migrated all my sites to the new host last year, I'm going to assume some automation script on their end messed it up but have no way to prove it.

So the main site is now pointing to the correct place, but it is still loading the index page from one of the sub-domains. Chat idiot again - "Did you Clear your cookies and cache" Damn if only internet punches existed!! So I pull up the index file it is loading and find out it is the damn index file for the sub-domain!! So not only did the htaccess file get messed up but the damn files were in the wrong place! Chat idiot is now going on about how the site is loading correctly! No it's not DipShit!!

So rename the current screwed up file that was sitting there and drop my backup file on the server. Respond to chat idiot - Now the site is working properly! Chat Idiots response "Ok".

WTF! How the hell do these people get their jobs!!

[THE_FATTIE]

I do phone support for a hosting company. And I really hope that was not one of my co-workers. Altho, I would not put it past them. I do general support, and while I may not have been able to fix the issue. I could have at least figured out what the issue was. Sorry you had that happen to you. Keep your chin up Gonzo, you do great work!

[Thonnawan]

Time to change hosting companies! First level tech support is so bad most places these days.


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[Alan92RTTT]

I am glad that I have never had a support tech that clueless.

[stealthee]

Oh I have some stories, not with web hosting support, but with "tech support" when I had Verizon DSL.

I dealt with a host of idiots over the years, all of them reading off scripts because they really didn't know what they were talking about. I kept having issues with internet randomly dropping and having to reset the modem daily. They finally sent someone out to check for interior issues and he found no real interior issues, but replaced the box on the outside of the house and suggesting I run CAT5 from the outside box to the jack where the modem was hooked up for the cleanest signal.

Problems continued and I called support again. I got some lady that was insistent on following her script, even though I told her the modem had been reset, the modem was properly plugged in, etc, etc. I stopped her and I said look, "If you aren't going to listen to me, you aren't going to help me fix my problem. There is not one problem in my house, it is outside with one of the lines. If you aren't going to send someone out to look at the lines then you need to put a supervisor on the phone, NOW!"

She still tried to argue with me and actually got snippy with me. I finally got her to put a supervisor on the phone and he was trying to speak in a calm voice, like any person would do to an irate customer and asked me what the problem was, so I laid it all out. Told him about the continuing problems. All the service calls that have netted nothing, and how his customer service rep refused to listen to me.

He brought up my history and was astounded at the amount of times we had called and not had our problem fixed. He said that previous reps should have looked at the history themselves and seen there were multiple call outs and done something about it. He told me he was going to send a line serviceman out the next day and tell him he wasn't allowed to leave until all problems were fixed. He also credited me on my bill for a month or two of service.

The linesman came out and he talked to me before he started and told me I would probably have wonky service while he was working, but he'd be back once he was done. It took him a few hours but he came back and said he found MULTIPLE issues in multiple boxes in the area that were band-aided at best. Once he was done though my internet worked flawlessly.

At the end of the day, dealing with any tech support sucks, as the majority of them probably couldn't even send an email.

[stealthify]

Sounds pretty miserable. Worked with a few client's hosting companies that had the same problem, really makes you appreciate when you finally land a tech support agent that's worth their weight in gold. Far and few between, mainly because once they fully know their stuff, they get promoted and are no longer on the support front lines.

[eljefefx]

You have not experienced hell until you have had to work with NMCI.