Hosting Amusement!!!

I moved to VeoWeb this summer, and for a long time, no problems – or if I had problems then I received fast support response. Until recently. Today is the kicker though. First of all, most of the day none of us hosted on VeoWeb could run Greymatter to add posts. I could post comments, but I couldn’t post a regular entry. Everyone else that I talked to had the same problem. Jennifer mentioned the other day that she was having e-mail problems, but I thought my e-mail was working fine – until I sent a message from my work e-mail … and it never arrived! Then Naomi sent me a message on Friday – and it didn’t arrive too! So Friday night I sent Support and e-mail about it. No response. Today I sent them an e-mail about the CGI problem – and got the exact same e-mail that Stef and others did. Love getting a “form” letter, but at least they fixed the problem. Then I wrote back and asked what was up with the e-mail situation. I backed up everything already, before I posted this, just to be safe. *wink*

Their first e-mail about the situation:

Which domain did she send this e-mail to? (C: I have several domains hosted here)

My response:

I sent one to from my work e-mail on Thursday. My work e-mail runs through Notes, and I have sent e-mail to before with no problem.

I have received calls from 2 friends that sent mail to my main domain between Thurs. & Fri. – again, not received on my end, one was sent from a “virtual domain” like the problems in the past. One was sent from a standard ISP account.

I have no idea how many other e-mails didn’t make it. The 24 hours of no e-mail last weekend were on all of my accounts.

(Yes, I went over 24 hours last weekend with no e-mail. Wasn’t here, so I didn’t notice until it was already fixed.)

THEIR RESPONSE: (This is also known as the straw that broke the camel’s back)

We were able to receive email and think this is a local ISP problem.
A) You can logon to see if this was responded to.
B) If you can not receive email to that account, please send from an off-network email account in the future.

So let me get this right – I am now responsible for monitoring my e-mail to see if I can not receive e-mail to an account? AND … HOW is this a local ISP problem? Jennifer is using one ISP, Naomi is using a different, and my company is using another e-mail!!!


HOW could it be a local ISP problem when we are talking about NUMEROUS e-mails sent from MANY different accounts? And when *I* am the ONLY person NOT receiving the e-mails? We are talking about e-mails sent from FOUR different people, PLUS some sent from another VeoWeb customer!!! Yeah, sure – blame the “local ISP” – problem is the e-mails were sent from people across the country. NOT just one ISP!!!

Get a grip.

I am sorry – *I* have worked tech support for an ISP before. I see a pattern here – a constant problem with your mail servers. From the DAY I signed up. Mail servers which someone must have decided needed to be rebooted – I *just* got an e-mail the the asst. Den leader of our scout troop told me today that he sent to me yesterday … dated with yesterday’s information. I am sure THAT is his ISP’s fault too? Yeah, ok, RIGHT.

I am so impressed with this response that it’s not even funny. Phones will be ringing & heads will be spinning Monday if you can’t come up with something better than “this is a local ISP problem”. NOT when we are talking NUMEROUS ISP’s and the only person that can’t receive the e-mails is *ME* with my e-mail accounts hosted by VeoWeb!!! Sorry, when 3 other people get the e-mail & I don’t – it’s NOT the other ISP’s fault. No way.

I have done my best to remain patient & understanding, I *know* customer support is not a fun job. I do it 5 days a week. But this response has me laughing so hard it’s not funny … hello, I have worked in the web industry since 1996. I am NOT some rookie novice who has no clue. I work for a design firm and we host 200+ clients internally – our mail servers are running just fine. Everyone else e-mailed on Thursday received my e-mail with no problems. Oh, it must have been a 30 second glitch that just prevented the e-mail to from coming through. Uh huh. And pigs can fly. Can you tell I have reached the end of my rope? Good observation.

By Christine

Christine is an Avenger of Sexiness. Her Superpower is helping Hot Mamas grow their Confidence by rediscovering their Beauty. She lives in the Heights in Houston, Texas, works as a boudoir photographer, and writes about running a Business of Awesome. In her spare time, she loves to knit, especially when she travels. She & her husband Mike have a food blog at Spoon & Knife.