OmG! Tech Support for my webhost sux

[Eterion]

Ugh! New to this web development thing, thought I bought a webhost package from a reputable company which claims they have 24 hour round the clock tech support---IF you can freakin understand the morons on the other side!
I called up their tech line, the guy states his name (which I think they now train overseas reps to use American-sounding names, cuz the moron couldnt even pronounce his own name without stumbling over it), and then he asks for my domain name. After repeating it, spelling it and slowly defining it for about 5 minutes, I got frustrated, and things started to get nasty.
He actually proceeded to tell me that he couldnt understand my english. My english? there is nothing wrong with my english! I freaked at him then hung up.
Oh my gosh. So yea this is a rant.
Oh, if anyone wants to help with my problem... (cuz tech support guy couldnt even get past getting my domainname):
The webhost's web-based FTP client wasnt working, so I tried to use SmartFTP to upload files. I was able to login to my account however each time I tried to write something or upload a file, it would get denied. Thats why I called the company's tech support. GOD. *frustrated*

[1milehgh80210]

I can sympathize, (been there)
"I bought a webhost package"
Was it for an extended period? I NEVER buy hosting, or any other online service, for longer than a month to month basis if I can help it. It seems like once they get your money-you dont exist!

[Eterion]

Unfortunately... its a one year prepaid contract. I guess I'll look at my options-since I just bought it a couple of days ago.
I think worse case scenario, I could throw a fit with AMEX (the card I used to pay for the service) and have them sort it out (i've only had to do this one other time with a retailer who was really rude and backtracking from their policy.
In anycase, for a package which costed nearly $200 (that may or may not be a lot to some people on here) for one year of hosting, you'd imagine their tech support to be pretty decent. After all, its not one of those dead-end doorknobby web hosters. Gosh. it seems like tech support is being outsourced overseas nowadays. *sigh*

[incrediBILL]

Do you have your FTP client set to login as "NORMAL" or "ANONYMOUS"?

Are you trying to FTP at the root or in the HTTP document directory?

[Eterion]

incredibill-
I have it set as normal, I enter the login and password and I'm getting into the server, its just not letting me write anything.
/root isn't writeable, so I tried to write in the /htdocs folder and thats not working either.
I think I got a outsourced person cuz I called outside of regular business hours, so I'll try back in the morning tomorrow. Still tho, when you need tech support and you get an idiot who cant speak proper english-then makes matters worse by telling you that he cant understand YOUR english, that doesnt really help a already frustrated customer.

[MarkHutch]

Sounds like something didn't get set up right to me. Maybe you'll get a different person the next time you call. Your html files should go in the /htdoc folder. Good luck.

[Eterion]

Ok I finally managed to upload the phpbb folders and files into a new folder marked phpbb in the /htdocs section of my root directory... now what?
I tried to call tech support about a minute ago, and with the strong accent the man had, I figured I would save time and just hang up. I had enough brush ups with tech support for today.

[incrediBILL]

strong accent? OH NO! not TEXAS!

[topr8]

>>>In anycase, for a package which costed nearly $200 (that may or may not be a lot to some people on here) for one year of hosting, you'd imagine their tech support to be pretty decent.

best thing i did was change hosts in a similiar situation, having prepaid for a year back in 1999 - and hosting was more expensive in those days - i dumped my hosts after 6 weeks, found a new and excellent host, swallowed the loss, life went on, i was so angry and felt so ripped off, but i soon made the money back.

... not suggesting you do the same, just being sympathetic to your rant :)

[Eterion]

Actually one of the posters above was correct... my account was set up wrong. AFter calling NetSol tech support again and this time getting through someone who couldve been overseas, his english was good, but it seemed like he stumbled over some very basic words and he was reading off of something-ofcourse it was 2 in the morning so that couldve been it.
Anyway, I basically authorized him to go into my account, load up the files I wanted and then explain to me what he thought went wrong when I tried to upload my files and it wouldnt work.
Five minutes placed on hold... the guy comes on "Sir? There seems to be something wrong with your account, Ill have the engineering dept take a look. their response should be in 24 to 48 hours".
Great. In the meantime, I guess I'll just browse through this forum and run to the beach with my newfound time. =0

[Marcia]

This isn't acceptable. Is there a money back guarantee?

[grandpa]

I am generally happy with our hosting company. Every now and then a technical problem will show up, and it's usually late at night/on the weekend.

The last time this happened my site was offline. Called tech support, and the fellow could not do anything. Of course I was outraged. And I let him know! He hung up on me :) I called back and calmly explained that until my site was restored he was going to have to live with me the rest of the night. And he did. I called frequently, I activated their on-line technical chat service, I did everything I could to assure him that I considered this to be a serious problem and that I was not going away until it was resolved.

I finally got tired and went to bed. Then next day I called back and got someone else who resolved the problem in minutes.

The problem in this case: A single tech rep with no authority or ability to do anything other than answer the phone. It happens! Fortunately, the are few technical problems from the web host side of the equation, so I live with it.

[Luddite]

I just bought hosting from a company I have never dealt with.

The deciding factor was how fast and accurately they answered my emails. I emailed them 3 times at various hours and got good responses before buying.

I had a minor hiccup (my fault) with the account set-up and was pleased to see them email _me_ requesting info to fix things up. Answered the mail, checked back <2 hours later and it was done - If anything, their responsiveness improved once they got my cash.

A little late now, but I think it's important to test support before buying...

[Eterion]

my webhost (which im sure I dropped their name somewhere along this thread *ahem*) has 24/7 service, but apparently its fielded by people with limited English.
Plus, it gets boring when the rep REALLY sounds as if hes reading off of something... *rolls eyes*.
They finally got back to me, fixed my account and so im back and ready. :)