Bad Support Desk Feedback

In July 2018 I reported an issue which 1-Grid was unable to resolve. I could not access my WordPress Dashboard, CPanel login or even my URL. Eventually I established through personally searching the internet that the new MS Feature update was causing this issue.

In December the problem occurred again but by this time I had forgotten what the cause was since I am not a dedicated web developer and manage my own website.

I logged another call and got feedback that everything was okay on their side. I then recalled the problem was with the feature update and asked this service provider if they have any advice or have come across this issue before but received no response. My call was closed and my request was ignored.

Then I tried to fix it myself by following a "How to" from a forum, which stuffed it up even further so I sent a mail to the support desk asking for assistance. About an hour later, the support ticket was closed! With NO response, feedback or anything. I rep**** to the closure email to say that the matter was NOT resolved to my satisfaction.

This morning I see I now have TWO support calls open for basically the same issue, or problems coming from the original issue. My calls are being closed with NO feedback. On 29 Jan 2019 I heard from a Jo-ann about my ticket stating that she is able to access the URL’s that I have reported as inaccessible. In my reply I explained to her that I now understand that the problem might be with my own laptop and that I understand it is outside 1-Grid’s scope of support, but I am desperately looking for advice or some form of assistance. No reply was given. Calls were subsequently closed WITHOUT so much as a “Sorry, sir, we don’t want to try and help you!” (At least then I would have know to go knock somewhere else!)

I manage my own website and somewhere something has gone wrong and I cannot do blog uploads and updates. Which means it is a potential loss of income for me! For which I am going to start holding 1-Grid responsible.

The support tickets that are CURRENTLY open, are 355282 and 354444. Call ref 354444 has the mailtrail of (mostly) my communications with your support desk. If they are not prepared to at least give advice on how to fix my problem, then they should say so! Don’t leave me hanging with no notice or update! I am sure someone somewhere has encountered a similar issue with their WordPress Dashboard and cPanel and having been a tech person myself I know that these kind of experiences are supposed to be pooled among techies to better assist other customers.