support ticket system does not work

[y3kchip]

I have tried to ask a support question using the Ticket System , I have even used the reply link in a previous message you sent to me for support, but every time I submit the form I get a "page not found". I know with the internet one needs to be persistant... but after 2 dozen tires it out to work!

Where is the support when you need it?

[HRMelissa]

Hi,

There were a few hours when support tickets were being sent out with the wrong reply to address, this is corrected now. If you log into rocketsupport.com you can check the status of your tickets all the time.

[y3kchip]

At rocketsupport.com:
I enter my info and I click the submit button the page refreshes and the information is reset

At hostrocket.com/support:
I enter the information and then I get a "page not found"

I tried within minutes after you replied to my post Melissa. I tried several times since. It doesn't work. I am amazed that the only way to get support, is thru a ticket system that doesn't work.

[HRDave]

If you cant login to rocketsupport.com then youre using the wrong login/pass, use the one you were assigned when you opened your account.

[Akela]

y3kchip,
I too am having the same problem, I am using the same username and password that was assigned when i first set up the domain.... 2 days ago. and no one as of yet has given me any solid information on what to do. If you type in the domain name in the lower boxes, do you get SQL errors?

I understand completely what type of mayhem is involved in moving, updating and supporting network servers. But an alternate route for help would be great.

[Scotth]

Originally posted by HRDave
If you cant login to rocketsupport.com then youre using the wrong login/pass, use the one you were assigned when you opened your account.
Dave,

That is not 100% correct as we've found it. Melissa explained to me why we were having problems logging into rocketsupport.com.

If you create multiple website accounts using the same credit card info for all accounts (This is what we're doing to setup our clients here since the reseller system STILL is not fully implemented. If you ask me, that should've been finished before you guys went and moved your support system, which was working. But, that's another matter.), the login info will continually change to reflect the LAST website login info you created under that credit card.

Here's an example for the users out there. Say you have a CC that ends in 1234. You create website abc.com with login name "abc" and password "def". Everything will be fine for logging into rocketsupport.com to leave a TT using "abc" as the login name and "def" as the password. Now let's say you create a new website account on HR called 123.com, but you use the same CC that ends in 1234 to pay for it. The login name for 123.com is "123" and the password is "456". If you want to leave a TT at rocketsupport.com for an issue with the 123.com account, everything works fine logging in with "123" as the name and "456" as the password. But, let's say something goes funky with your abc.com account and you want to leave a TT for it. Logically a person would think, ok, I need to login to rocketsupport.com using my "abc" login name and "def" password. WRONG! If you try that, you'll end up with the same issue everyone else is complaining of in this thread. When you hit submit after entering your login info, it just clears the login boxes and puts you back at square one. As it turns out, for some unknown, poor programming reason, you now have to login to rocketsupport.com to leave a TT for abc.com using your 123.com info, which is the last account you signed up with on the CC ending in 1234.

Melissa assured me that this boneheaded procedure is being corrected.

Now for something completely different. This is off-topic for this thread, but I'm already writing here and I'm assuming Brendan will read this. Brendan, don't reply to people on these forums using Melissa's forum account. It'll give the poor kid a bad name. I noticed you doing this a number of times last night. If it weren't for Melissa, I GUARANTEE we would've pulled up our stakes and fled from HR. She's the only thing keeping us here.

Scott

[y3kchip]

And I only have one account, only one credit card.

THERE OUGHT TO BE A WAY TO CONTACT HOSTROCKET FOR TECHNICAL SUPPORT OTHER THAN THE TICKET SYSTEM SHOULD I HAPPEN TO HAVE THE WRONG PASSWORD/USERNAME (WHICH I DO NOT) OR SOMETHING ELSE IS GOING WRONG.

I AM TOTALLY STUCK. I CANNOT USE YOUR SUPPORT SYSTEM, I HAVE TRANSFERED MY DOMAIN TO YOUR SITE, PAID THE SET UP FEE AND FIRST MONTHS LEASE... AND I CANNOT USE THE ACCOUNT BECAUSE THERE IS NO OTHER WAY TO CONTACT YOU FOR SUPPORT OTHER THAN A SUPPORT SYSTEM THAT IS NOT WORKING. THIS IS THE DREAD OF ANY DOMAIN TRANSFER... YOU DO NOT KNOW WHAT YOU ARE GETTING UNTIL YOU ARE ACTUALLY THERE, UNTIL YOU"VE TRANSFERED THE DOMAIN WHICH IS ENOUGH OF A HEADACHE IN ITSELF AND NOT UNTIL YOU'VE SHELLED OUT THE BUCKS TO HAVE IT SET UP.

I do not want to go thru all the possible scenarios and lameheaded explanations for why I cannot use the support system. I want support... don't you get that? Please, stop thinking like a computer and read between the lines, it isn't that obscure that I need customer support, not this giong back and forth on a message board. I don't need problems, or answers that do not answer the problem. I WANT SOLUTIONS.

[Scotth]

Originally posted by y3kchip
And I only have one account, only one credit card.

THERE OUGHT TO BE A WAY TO CONTACT HOSTROCKET FOR TECHNICAL SUPPORT OTHER THAN THE TICKET SYSTEM SHOULD I HAPPEN TO HAVE THE WRONG PASSWORD/USERNAME (WHICH I DO NOT) OR SOMETHING ELSE IS GOING WRONG.
I don't want to give out other HR tech support personnel's email addresses without their permission. Leaving email directly to Brendan is a hit or miss situation, with the majority of those times being misses. He'll only reply if he feels like it.

There are other ways to get into the TT system if you can't get in via the rocketsupport.com method. I'm assuming you CAN get into your control panel, correct? If so, click on the Trouble Tickets icon in there. You should be able to leave one that way.

Scott

[Akela]

Try this out...

http://www.hostrocket.com/home/contact.htm

I gave them a call and they were really great getting me straightened out.

Thanks a mil guys.

[y3kchip]

I tried the TT system via the CP. I decided against emailing Brenden directly out of respect. It would not be good netiquete to just do that without him suggesting it himself. I am trying to make this work... *sigh*

[Scotth]

Originally posted by y3kchip
I tried the TT system via the CP. I decided against emailing Brenden directly out of respect. It would not be good netiquete to just do that without him suggesting it himself. I am trying to make this work... *sigh*

As Akela noted in the post above yours, HR is advertising their office phone number now. Of course that is like paying for support using that option since it is an LD call unless you live in NJ.

Scott

[y3kchip]

Yeah I just called them and got the support I needed.

Apparently HR is changing something with their support system and it is acting all screwy. I might just use phone support from now on since this worked.

Anyway for 7 cents a minute courtesy a telephone company I won't mention, I'm back in business.