HR deleted the wrong domain

[cristne]

Well, since they seem to encourage members to post to the forums, I'll take this opportunity to tell a story of how the great HR technical support deleted the wrong domain. I thought I was making an idiot proof request. I gave my info as required and stated that I wanted them to "cancel my ***.net domain only". Well, I have both a .com and .net domain hosted here with HR. The .com is my active domain with all my webpages, business data and over 25 active e-mail accounts. Within hours I received the following cut and paste response to my ticket:

Hello ****,

Your account has been closed, and your files and website
will be removed shortly. Please let us know if you need
anything else.

Thank you for using HostRocket.com!

David Laube
HostRocket Support

Sounds like everything was taken care of. I make the appropriate DNS changes to my domain name. By the next morning, I couldn't receive any e-mails. So I check my website - Error 404. What the F***. I try to open FTP - Connection failed. Now I'm pissed. They deleted the wrong domain, I just knew it. I login to my HR account to confirm. I responed to my "closed' ticket with a nice, polite request to fix the problem ;) What is sad is that this is the last of a long list of tickets this year of mistakes of changing my account from a 750 MB to 350 MB account twice in two months. I've asked for a supervisor to call me back for each ticket I've had to open and each one of them get ignored. I have now written back a nice, polite request to have them correct the problem ;-) I ask my fellow members here who have domains hosted with HR, what would you expect in compensation for this asinine mistake? All I know is my recommendations for web hosting services no longer include HostRocket.com.

[johca]

I ask my fellow members here who have domains hosted with HR, what would you expect in compensation for this asinine mistake? Depends upon what you think reasonable compensation should be. However, I would think some sort of compensation is appropriate and perhaps warranted.

I hope that you had everything backed up.


Was this a hosting account you were paying for or are we talking about a freebe account?

[Viper007Bond]

Originally posted by johca
or are we talking about a freebe account?
Can't have domains with freebe accounts, nor do you get 750/350 MB of space. ;)

Anyway, yeah, although an easy thing to screw up I would assume, you do deserve compensation for what now wil be a lot of time and effort required to bring the right site back up.

[vanselus]

Let's hear HR's side of the story - Melissa? Graham? Tim?

Sounds like either something else is going on, or somebody just did NOT have a good day. Deleting the wrong domain is just pretty irresponsible.

I feel for you, I really do!

[KLH]

Back when I was trying to get a forum admin to let users post messages, I submitted several tickets, and they were never responeded to.

I then went and sent an email to timothy, melisa, ghram, and anyone else who I could get an e-maill address for.

Also, in another thread, I saw a number that you can call them at (not the 1-800 number, but a regular number), you can try giving that a try to get a faster response hopefully.

[cristne]

Well, let me see. Almost 28 hours after opening my ticket, I receive an appology for the mess-up and that my account has been activated with front page extensions loaded. I check and see that I can see my domain again. Luckily I had made a backup of both domains before opening my ticket (practicing what I preach) and FTP it to my Public_FTP and respond to my ticket requesting that they restore the backup onto my server and also ask as to what my mail administrator password is as I could not access to re-create all my e-mails. I receive a response very quickly10 minutes later stating that "You are using FrontPage, so your best bet is to republish the site from the backup. What format is you backup in (zip, tar.gz, etc)?". What does that have to do with the price of rice in china? I have a backup using the Daily Backup tool on my control panel so I would assume that they would know how to restore that. I also received the standard "setup" information you get when you are a new user to HR that states all your domain info, DNS, logins, passwords and so forth. Unfortunately they sent me the one for my ****.NET domain that I originally asked to be cancelled!!!!! Boy, talk about not paying attention. Well, I quickly respond pointing out their new mistake and again request that they restore my backup to the domain and re-send the correct ****.COM setup info so I can start setting up my e-mails. A mere 12 hours later, it is already 11am in NY where HostRocket is located and I have not received my callback from the supervisor. I call and get technical support and state only that I opened a ticket and was told that a supervisor was going to call me back this morning and that I have not received any call as of yet. This, mind you, is all I said to the tech who answered the call. He places me on hold and A few minutes later the supervisor gets on the phone and she says that she is looking up my ticket and confirms what domain I am calling about. They must be psychic. How did they know who I was and what ticket I was talking about? Was I already the talk of the town this morning. To give credit to HR, She was very nice and explained how the mistake had happened and that it was still no excuse for the oversite and that the ticket should have been read more carefully. She also restored my backup and gave me the correct info to be able to login to setup my mailboxes. She offered an upgrade to the Giga-sale service with 3 months credit for my troubles. After explaining the hardship this has caused and that I felt that 6 months credit is due as this was not the first incident, she was able to comply. I do not know why someone overlooked the request and I probably will not get a personal appology, but I am glad that this has been finally resolved. I know that I will not open tickets on Friday afternoon anymore as they seem to definately be reduced to a skeleton crew over the weekends, as expected. Hopefully we both have learned a lesson from all of this.

[vanselus]

I'm glad to hear you got some kind of credit for your troubles, sounds like HR really oopsed this time.

You gotta be happy with 6 months credit though! :D

[KLH]

I think anytime you have a serius issue, you need to just call them. Either a 1-800 number, or one of the office numbers that have been posted on the board in various places.

[johca]

Cristine--I'm glad HR was able to resolve the negative issues they created for you.

[cristne]

Yes, I must say that once I finally got a hold of someone in person and was able to talk to them, we got the issue resolved quickly. Reminds me of the advise to ask for a supervisor always when you call tech support. :-)

[Viper007Bond]

Glad to hear everything worked out in the end. :)

[vanselus]

yes, glad to hear it - and thankfully, this kind of mistake is very abnormal for the good folks at HR.

[Tammy]

Mistakes happen. Good there were backups. I think hostrocket acted professionally once it discovered the mistake. Btw, nothing is idiot-proof on the Internet. ;)

[vanselus]

But really, nothing is idiot-proof anyway. Not even kittens.

[Viper007Bond]

Originally posted by vanselus
But really, nothing is idiot-proof anyway. Not even kittens.
http://forums.hostrocket.com/images/smilies/rolleyes.gif

[vanselus]

it's true Viper, no matter how much you roll your eyes!

(and that's not idiot-proof either, your face could get stuck that way!)

[Viper007Bond]

Notice the smilie though? ;) And no, I didn't link to it off site either. :D

[KLH]

Nope, but this was linked from another site

http://smilies.sphereshards.com/125.gif

[Viper007Bond]

http://forums.hostrocket.com/images/smilies/rolleyes.gif :p

[vanselus]

http://forums.hostrocket.com/images/smilies/rolleyes.gif

you really think you're special, don't you.

[Viper007Bond]

OMFG copier!

[KLH]

Originally posted by vanselus
http://forums.hostrocket.com/images/smilies/rolleyes.gif

you really think you're special, don't you.

I feel special!

[-rAz-]

I hope i never get into such trouble coz calling them from belgium will make me poor in no time :D