!!! - BAD SERVICE - !!!

We developed a website for a client whose domain is hosted with AboutIt. We completed the development of the website, tested the website on multiple platforms (Google SMTP, Afrihost SMTP) and then published the website files to the supp**** AboutIt FTP.

After publishing, we noticed that the "Booking Enquiries" form wasn’t sending the client details to the relevant emails, however this worked when testing on our side.

I then got hold of Tiaan, an AboutIt representative that provided us with IMAP as well as SMTP settings to resolve this issue, we then tried both supp**** settings provided without success. We then asked Tiaan for further assistance and he responded with , I quote, “I do not know why it is failing”.

Since then I have sent over 30 emails trying to resolve this issue, after speaking to multiple technicians I then finally got through to a representative named Peter. He then confirmed that there was an issue on their side and assured me that the next day the issue would be resolved and that he would provide me with feedback first thing in the morning.

12:00 noon passes, no feedback. I then phone AboutIt's support yet again and ask for Peter. He assured me that he had changed the PHP script as well as server settings in order to get the PHP script working, he also advised that the FTP settings have changed due to the website now being hosted on their "Pluto Server".

We then tested using the live domain and yet again, an Error is returned. I then contacted after hour support and spoke to a representative named Dean. He then advised that the PHP script is returning an error saying something about, I quote, “2018… length too long, or not long enough”. I have no idea what this is or where it has come from, I can’t check it myself as the FTP credentials has been changed.

After a week of staying up late on the support line at my own cost trying to resolve this issue, working late nights waiting for calls that never get returned, I now have no access to the FTP site after the client specifically requested that I have access on an email sent to AboutIt. The original issue has not been attended to properly as the PHP script still returns an error with regards to the settings provided. I am now very frustrated as this is a client that we might lose due to this issue not being resolved.

I find this service appalling considering that this is a Web Host company that has been around for many years with a creditable name. Hopefully an AboutIt representative, that actually knows what they are doing, can assist and the issue will be resolved shortly.

AboutIt Support Ticket Numbers: J6W-49X-YME8 (Ticket number: 32424) MA1-4QB-Y5V2 (Ticket number: 32280)

AboutIt Support Email Addresses: ********** ********** ********** **********