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Wednesday, the 4th of Jun 2008
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I had to switch hosts today, it is not a fun process. I've been working on a new project for the past couple of weekends and just got it into a workable state, so naturally I want to test it live on the web-- the only issue is my (old) webhost, Sunwave was running PHP4 and my code was in PHP5. On Sunday I put in a request to get it moved to PHP5, I was told that "someone was on the job". For the next couple of days the status remained "someone is on the job" whenever I would inquire about it. Fast forward to today and I'm no longer a customer.
The issue isn't that they were taking their sweet time to do it, or that there was a complete lack of communication; the problem was the complete lack of respect and rude behavior of the support representative towards their customer. The headers of the server showed "PHP 4.4.7", I was told "someone was on the job" for numerous days.. why in the world would I even begin to think that PHP5 was also on the server?
What aggrivates me more is that whenever I did a website for a client I would suggest the hosting company to them. I've sent them a lot of business and for them to treat a customer this way just speaks loads of the company. Anyhoo, enough ranting.. here is the chat log..
info: Please wait for a site operator to respond.
info: You are now chatting with 'Online Support'
Online Support: Hello :) How can I help you?
Emanuel: Hi, any status on my PHP4 to PHP5 upgrade on parcelplotr.com
Online Support: i'm not the one doing that job, so i can't give you any information right now
Online Support: i know that it's underway
Emanuel: can you give me anything?
Online Support: but that's all i know
Emanuel: its been about 4 days now
Online Support: did you ever check whether your server already had php5?
Online Support: about half of them do
Emanuel: yes
Emanuel: its running php 4.4.7
Online Support: but did you look to see if php5 is also on it
Emanuel: no i didnt
Emanuel: not even quite sure how i would test that
Emanuel: i dont have a shell
Online Support: umm
Emanuel: php5 at the top of the script?
Online Support: it's always terrifying to me that people who have no idea what they are doing are ready to install and run scripts
Emanuel: heh
Online Support: there is NOTHING that you can do with a shell that can't be done without a shell
Online Support: nothing
Emanuel: alrighty, well enough sarcasm
Online Support: your websites all have cgi ability
Online Support: that means you can run any command
Online Support: this is not sarcasm
Emanuel: yeah i could install a php shell and do all kinds of nasty things
Online Support: this is education :)
Emanuel: but why when i pay you for hosting
Emanuel: i dont really need to be educated
Emanuel: i see php4 in the headers
Emanuel: i assume php4 is on the server
Online Support: yes, you really do
Emanuel: wow
Emanuel: you have to be kidding me?
Online Support: the webserver has mod_php 4.x
Emanuel: this is how you treat customers with valid complaints?
Emanuel: er requests
Online Support: it's not a valid request if you haven't checked yet whether the software you want is already on the server
Emanuel: look
Emanuel: im at a loss for words
Emanuel: i see php4 in the installation tahts what i assume it has
Online Support: you are at a loss for knowledge
Emanuel: why would i think otherwise when you've told me twice now that "someone is on the job"
Emanuel: ok
Emanuel: ill take my business elsewhere
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