disappointed new customer

[dano]

This is my 4th host over several years and I must say i'm not that impressed so far.

For starters the introduction or 'welcome' emails I get sent after signing up contain very little info. All I got was login, password, Acc ID and ftp log/pass stuff. The dns info contained the ip numbers which was confusing. If I was a first time hoster I'd have no idea what to do. There was no info about how to setup email accounts or where to upload your web files. I tried to login to the Help section to send a ticket but couldn't login with the info I had. So I try to retrieve password and it sends me a rambled numbered password that made no sense to me. That was really bizarre. There's too many login's - one for the CP, one for help, and now another for this forum.

Moving on, I email support to get help with email and to cut a long story short, they give me advice which made me lose all my emails in the account I had!!!! :o:mad:. There was also an error in the wording of the sign up section which made my account set up wrong.

I think the control panel is old, slow and confusing to use.
The knowledge base stuff is thin on info. The guys in support answer emails quickly so that's something but all things considered, just not not that happy.

[Henrik]

Moving on, I email support to get help with email and to cut a long story short, they give me advice which made me lose all my emails in the account I had!!!! :o:mad:. There was also an error in the wording of the sign up section which made my account set up wrong.

How did that happen?


I think the control panel is old, slow and confusing to use.
The knowledge base stuff is thin on info. The guys in support answer emails quickly so that's something but all things considered, just not not that happy.


I have no complains about the H-sphere version/skin that Steadfast uses. It gets the job done and I found the function I needed quickly.

[dano]

How did that happen?

support staff giving advice about applications they don't know anything about.

[Henrik]

Did you ask if they could pull your data back from backup?

[Karl]

The welcome email gives all the basic information you should need. if you need anything else it should be covered by the information available on our site, the H-Sphere tutorials (http://steadfast.net/support/tutorials.hsphere.php), the Knowledgebase (https://support.steadfast.net/?_m=knowledgebase&_a=view), and the FAQ's/Documentation (http://steadfast.net/support/faqs.php). If it isn't available in any of those just contact our support department, as you've done. If you ever don't know what to do, don't hesitate to ask.

Do you have the ticket # regarding the email issue? The only thing that would generally result in losing stored email is turning off the mailbox. Also, as was stated, we would have the backup from the previous day, in the worst case.

As a note, it's not really possible to use the same username and password among all the accounts, control panel, forum, and helpdesk, as we have many customers who have multiple people requesting support on behalf of one account, etc. It would not really be possible to properly support those customers if we required they use the same username and password for the ticket system and forums, as those are designated by specific email addresses. Also, we use different systems for our shared hosting and dedicated hosting clients, so then merging those together for common forum/support purposes would also get quite messy.

[Justec]

As a note, it's not really possible to use the same username and password among all the accounts, control panel, forum, and helpdesk, as we have many customers who have multiple people requesting support on behalf of one account, etc. It would not really be possible to properly support those customers if we required they use the same username and password for the ticket system and forums, as those are designated by specific email addresses. Also, we use different systems for our shared hosting and dedicated hosting clients, so then merging those together for common forum/support purposes would also get quite messy.
I would say much more trouble than its worth. I mean I already have like 50 online accounts (or more) whats another 3 or 4

[dano]

Did you ask if they could pull your data back from backup?

it was emails I had stored locally, not on the server as I had only just joined.

[Karl]

it was emails I had stored locally, not on the server as I had only just joined.

Just wondering, but what would we have done that made you lose your locally stored email?

[dano]

Just wondering, but what would we have done that made you lose your locally stored email?

read the thread again. I have already answered that.

another thing since joining steadfats - the spam has gone through the roof!!. :mad::mad::mad:

[Henrik]

If you had emails stored locally, then how could Steadfast had done anything to your computer?

Regarding the spam-issue; this isn't connected with Steadfast, trust me; they have implemented one of the best anti-spam solutions on the market.

[Justec]

Well if you are that unhappy maybe you should just move along then eh?

Can't please everyone I guess

[Karl]

read the thread again. I have already answered that.

another thing since joining steadfats - the spam has gone through the roof!!. :mad::mad::mad:

I see you said you followed our advice, but what was that advice? Do you have a ticket # so I can review this with our staff to assure things are handled properly in the future?

Also, have you signed up for our Enterprise Anti-SPAM service? If not, I highly recommend you do so, simply email sales@steadfast.net with your account's username and then a password for us to use on your Anti-SPAM account along with the domain names you want us to protect.

[dano]

If you had emails stored locally, then how could Steadfast had done anything to your computer?
by telling me to delete the account.

Regarding the spam-issue; this isn't connected with Steadfast, trust me; they have implemented one of the best anti-spam solutions on the market.
well it aint working.

[dano]

I see you said you followed our advice, but what was that advice? Do you have a ticket # so I can review this with our staff to assure things are handled properly in the future?
ticket deleted....it's a dead issue now since i've lost all the emails, i'm trying not to think about it. :frown:

[dano]

Well if you are that unhappy maybe you should just move along then eh?
i'm way ahead of you on that one. thank fully i didn't pay much.

[Henrik]

by telling me to delete the account.


Isn't it common sense that you should delete the account on the server and not on your local computer?! I mean; I am sorry you're having trouble - however, you should also have taken into account what Steadfast has control over. The local files on your computer does not belong in the later mentioned category.


well it aint working.


It works for the majority of users and if it wasn't - it would be noticed in this and other online communities. (like webhostingtalk for example)

I hope you're having better luck with your new provider.

[dano]

Isn't it common sense that you should delete the account on the server and not on your local computer?!
Isn't it also common sense that steadfats support staff should NOT give advice about applications they know nothing about.

[Henrik]

I won't go into a debate with you regarding this.

Have a good day.

[Justec]

It's a common situation of someone screwing up and trying to blame someone else. You won't find a better hosting solution for such a great price and its your loss. But since you have a bitter taste in your mouth b/c you blame Steadfast for your own mistakes it just isn't going to work.

[dano]

It's a common situation of someone screwing up and trying to blame someone else. You won't find a better hosting solution for such a great price and its your loss. But since you have a bitter taste in your mouth b/c you blame Steadfast for your own mistakes it just isn't going to work.
you don't know the facts so shut your trap and MYOB.

[bg]

you don't know the facts so shut your trap and MYOB.

If you wanted people to mind their own business, you shouldn't be posting on a public forum.

[Henrik]

you don't know the facts so shut your trap and MYOB.

Knowing Justin from forums online, I can say that this was uncalled for. You come off as a troll, and I dare to say I speak for most of the people reading this.