I am LOSING it. Losing it.
I am beyond frustrated. This started at about mid morning yesterday.
I contacted my hoster, HostGator, to assist in bringing my word press blog off my root directory. So instead of getting www.momdot.com and coming here, you would go to www.momdot.com/blog to get the blog.
Easy enough, right?
Technical Geek Class 101.
I get on their chat, the guy says he will help me. He was actually super nice. He took my database and put it to a fresh install of WP and basically, on the outside it looked like it worked, but didn’t.
Three hours of my life up in flames.
Today I get back on with Hostgator to fix the issue. The blog wouldn’t let me sign in. Great. Now I am on the root (www.momdot.com) AND the directory (www.momdot.com/blog) except all my thumbnails are gone. First things first. I talked to this guy for like 20 minutes and he wanted me to submit a “ticket”.
Fine.
I submit a ticket. The guy who writes me back says guy from yesterday did it wrong and he takes the blog off of www.momdot.com/blog and leaves it on www.momdot.com and now we are back to the square one. I email him back to let him know he didnt even read my issue and he basically just took away all the work that was done. I want it off of www.momdot.com and on www.momdot.com/blog.
New guy writes me, blames me not being able to sign in on plugins. Takes them ALL out. Gives me a lecture on them not supporting plugins. NO SHIT. How about SUPPORT period? Huh? Huh? Try that.
I write back. Its not the fucking plugins!!
Another new guy writes back. Tells me that the “problem” is that there are two WP blogs on one database (no shit, sherlock) and he put it back on www.momdot.com/blog and I can do my plugins. Says they installed an incompatible version or some crap like that. What do you know, not a plugin issue.
OK, still no thumbnails.
The newest person sent me an email and said he cant “duplicate” the issue and sends me a screen shot of the blog showing me everything is working.
This is his shot…..Um…….what part of the past gobs and gobs of emails did you miss the part about the THUMBNAILS MISSING. I have created some arrows to help them out:
We have literally exchanged 15 emails (*tickets*) today and probably three chat conversations and every time someone DIFFERENT writes me back and I start at square one explaining the issue. Inevitably, NEW person thinks that he knows the answer which has already been proven not be the answer from the X amount of tickets before. Its obvious they do not cross communicate at host gator.
They just wrote me back and I kid you not, he just says its most likely the template and they dont support 3rd party things. ITS NOT THE FUCKING TEMPLATE. ITS YOU. ITS YOU HOSTGATOR. THE TEMPLATE IS FINE. ITS YOUR TRANSFER. YOU DID NOT CONNECT MY PICTURES CORRECTLY. THAT IS WHY THEY DO NOT WORK.
Ill tell you what the issue is other then me not being assigned one person that can work through the problems. The issue is when you open a post and right click it, its pulling the pictures from www.momdot.com files and not the www.momdot.com/blog files. So if i delete the blog on the root, i will lose EVERY PHOTO ON THE BLOG.
Example post from yesterday: http://www.momdot.com/blog/my-little-photographer/
Right click the picture. Look where its coming from . http://www.momdot.com/wp-content/uploads/2009/06/img_2195-300×225.jpg
It should be coming from http://www.momdot.com/blog/wp-content/uploads/2009/06/img_2195-300×225.jpg
So whomever set it up missed some little check mark or some link URL update that shows that its now all on the /blog. Some transfer program.
To top it off, once I noticed it, I got on the chat AGAIN, and the girl says she wants my last 4 digits of my credit card used on my account before she can help me. WHAT?
Nice that I finally have a resolution, no one asks me that in, oh, lets say 39 hours, and now they want security.
How long till i murder someone.
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11 Comments
you are lucky, Hostgator shut down 100 of my websites because after a year of hosting one of them, they decided that they did not like the domain name. So their solution was to pull the plug on all my websites and then take 3 days to try and decided if they wanted to turn the other 99 sites back on or not. So I am not a fan of their customer service.
OMG!!! Do I ever feel your PAIN!! I am going through the exact same thing. I have a blog, and a storefront, that I am trying combine on one new hosting company. Have yall ever heard of fatcow, LOL yes I know the name is funny..The first time I tried getting help via live chat, what a joke. I didnt understand squat. Not that they were bad, just nothing would comprehend. Then I submitted tickets, and decided to call after. It helped that way because I had emailed info that they could look at as I was trying to explain something. Still working on it right now though. Mainly because My old site was set up through a third party and I have to wait on them to give me the info before I can transfer my domain name. I am wanting to upload the two sites via ftp into one, but having probs as not really sure how to. Was trying to figure out cat @ 3 kids and us’s info there..
But, yes, totally understand your frustration.
Cherie
having worked for xerox in customer support, at this point they are in deep dodo. someone should have take control of this issue 30+ hours ago. if i were you, i would ask someone on the chat line to give me the name and phone number of the supervisor of this group. and i would not …NOT… let them get away with anything less!!! i would have insist that person read every missive and if they record the chats, those to. then ask that one of 2 things happen: 1) the super takes control of the situation and expidites it resolution or 2) the super puts a specialist on the resolution until the problem is resolved to your satisfaction!
HOLY WOW It sure sounds so very frustrating. Hope THEY get it figured out soon and get things working again.
Well, since you database is still on the same server can’t you just change the config.php to the database name without actually moving it?
I wrote about how much Hostgator support sucks but man oh man was your issue alot worse than mine!
Let me take a crack at them. I’ve been daring people to piss me off the last couple days because I’ve been in idiot overload.
Hope y’all get ti figured out though. I’ve never met a support person that could solve a problem in less than an hour if they could even solve it. Which blogger’s husband was it that wanted to offer IT services? See if he’ll take you on as a test case to say “See? I fixed their stuff. Let me fix yours too.”
Won’t use Host Gator now.
Cat @ 3 Kids and Us wrote:
I seriously did not understand a word of that! LOL
But I do know that Sara Bonds at SubjectiveBeauty.com is a wiz at stuff like this and really knows FTP stuff. Just a suggestion.
And ALL support people SUCK. AND no they do not cross communicate. You must explain your entire sitution to each and every person because they are too lazy to either type in or read the notes on file from your last call.
@ Cat @ 3 Kids and Us:
kim tried to set up the old database w/ a new install. Its just too big and she cant get it uploaded.
I feel ya Trisha, hosting support is a nightmare. Okay this might be a totally stupid idea but sometimes the simple solution is the best.
What if you export all of your posts from this blog. Create a fresh install in the subdirectory /blog and import the posts there. Then via FTP, move the the old uploads and cache folders from your root blog to your /blog. I have no clue if that will work, it’s just an idea.