support to the rescue again!

[mr_coffee]

I've ranted once before, so I'll make this a short one... even after all of THAT I didn't learn my lesson and EXPECT this sort of service here... oops.

My boss needed a shopping cart installed, so we bought one. $600 for the lousy thing. Prior to server changes and everything else, we had leased the same cart. It worked... but they host the leased carts. E-mail quit working one day. I never did get them to fix it. We were paying a monthly fee. Cart rendered worthless as we can't receive e-mails about the orders... it was a hassle, but this is one of the better carts I've seen... so... waited till the boss wanted to buy it, and bought it. I installed it this week on H9. Ran into an issue immediately: couldn't remove items from the shopping cart after adding them. They told me to set the permissions to 775 and try again. This results in a 500 error, btw. Also: no one should need those sort of permissions. Maybe "a" file or two... but not the entire site, that's just foolish. Their install says it needs global 777 even, but I know that's not true. I do my least favorite thing and contact support... similar support ticket setup to here. Similar in that the ticket software is the same, unfortunately that's where the similarity ends. Apparently if your answer isn't in the knowledge base they offer to fix it for you if you give them your ftp login... but while charging $75/hr to fix it, one hour minimum. They claim they won't charge if they find a software bug. *cough cough*

I study the address bar that results in the 403 error after clicking the remove item/empty cart buttons... the error saying something about how it can't locate a viable representation of /index.php on this server... and update 8 files with a bandage. Something tells me this would have taken them longer than hour. If you need the $150 bandage for PinnacleCart, let me know.

Anyway, in the mean time I'm asking H9 support about file permissions and the like... my god they tried to fix my cart!! I mean, not digging through source code but still. Above and beyond I say!! Anyone else, I'd have expected the standard knee-jerk reply: go talk to the cart people. The cart people would have said: go talk to your host except they get paid $75/hr to screw around with my site.

Point is, once again I got great support. Always do here. My appreciation level just went up today since PinnacleCart reminded me that most support departments only provide support when it directly results in their financial gain. The difference is I'd probably pay H9 an hourly fee to dig through my source code, and I don't trust PinnacleCart to get it fixed.

Why does it seem that tech support quality drops proportionally with how much its costing you? If you don't believe me: call Microsoft.

Thanks again for making my day H9. I'd have been in a really crappy mood today if not for you

[H9Dan]

Thank you for the appreciative review