One Word: Inept
Written: Jun 03 '02
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Pros: Fast servers
Cons: Lousy support
The Bottom Line: Chances are that you will have to talk to customer support, because the right hand doesn't know what the left hand is doing.
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| gsearle's Full Review: Interland |
A web site that I maintain was formerly hosted on ICOM. ICOM did a good job, until they merged with Interland, and this web site went offline for months while the merger caused problem after problem.
Contacting Interland support results in the message, "You must contact ICOM support." Contacting ICOM support results in, you guessed it, "Contact Interland." They gave me the run-around. I had to re-open the original trouble ticket (which they closed without solving the problem), and send a strong message to get the issue escalated.
First, the billing system failed. Payments went in, but were not applied to the account. The agreement set up with ICOM was not being honored, so the account was taken offline due to "non-payment." Getting this sorted out required a lot of time on the phone. Now that the payment issue is finally fixed, they can't find the lost payments.
When the web site was finally reactivated, it was available for a short time, then Interland decided to activate the "new account". The problem is that the account was not new. It was very old and had a lot of content in it. Despite this, Interland initiated the account, erasing the whole web site. Visitors were greeted with an "under construction" page. There was no warning that this would happen. I had to re-upload the whole web site.
On my first attempt to upload it again, I found that the long-established FTP path, username, and password were no longer valid. I had to log in to Interland's web site to see what was the matter. After much hunting around, it turns out that the "new account" had a completely different username, password, and FTP address.
The new FTP server is a lot less robust than the ICOM server was. I can't simply upload the whole website. I can no longer replace whole directories on the site. This means that I can't just drop the site's contents into the FTP address. I have to copy it directory-by-directory. I also get a lot of "the connection was reset" errors.
Finally, after sorting this all out, the site is working again. It is fast! Interland's servers kick butt, but getting through all of the red tape was just too painful. Hopefully this is the last of it. If not, I'll update this review.
Recommended:
No
Platform used: Linux
Hosted on Secure Server: No
Main focus of Web site: Sales/E-commerce
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Epinions.com ID:
gsearle
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 - Top 1000 |
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Member: Greg Searle
Location: Nashua, NH
Reviews written: 27
Trusted by: 10 members
About Me:
Computer graphics designer and software developer with interests in technology, home improvement, and family life.
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