Cust Support on Vacation?

[DomainDog]

I am one very confused and frustrated guy.

Last night I had a big problem with Cpanel on an account. I go to Dathorn.com to log-in a trouble ticket, and suddenly, I can't log-in to the CCP!

I start immediately sending help messages via Email (exactly as it says at Dathorn.com)- no answer except to say "support is only offered trouble ticket!"

I answer back and explain I CAN'T log-in for a trouble ticket. Answer back- "What's your user ID?"

I give it and again explain the problem (12 hours ago) and still no resolution.

Maeanwhile, Cpanel is malfunctioning, AWstats is broken, the file editor is non-functional. Thankfully, the domain is resolving.

Does anyone know any other way to get customer support on the line? This is so totally uncharacteristic of Dathorn.

Help? Please? Anyone?

[Jonathan]

I've submitted an Misc. trouble-ticket concerning this, for you

[DomainDog]

Thanks Jonathan!

I've been a hosting reseller here for well over a year now, and this is the first time I have ever seen this happen. That's why it's so odd. Ususally, Andrew and co. zap problems in 1 or 2 hours.

This has been almost 24 hours, and my heart is breakin'!

[Jonathan]

indeed, this sounds very odd for dathorn;

I admit, this past month its seemed to be where
at *certain* times, or issues, it'd take longer than
usual before I'd get a reply, much less an answer/fix....

Maybe we're feeling the strain for
all the new customers? Dunno....

But ~ even like this, I'd say support is excellent
Better than that "24/7 live support" on old host,
that (in reality) took roughly 30+ hours to reply, and
most time NEVER got the issue corrected/fixed on first two replies.

[AndrewT]

We respond to every e-mail received although for a couple of hours today we were having problems with some of our accounts which could have caused some lost e-mail. Please re-send anything that you may have sent.

[DomainDog]

indeed, this sounds very odd for dathorn;

I admit, this past month its seemed to be where
at *certain* times, or issues, it'd take longer than
usual before I'd get a reply, much less an answer/fix....

Maybe we're feeling the strain for
all the new customers? Dunno....

But ~ even like this, I'd say support is excellent
Better than that "24/7 live support" on old host,
that (in reality) took roughly 30+ hours to reply, and
most time NEVER got the issue corrected/fixed on first two replies.

Generally, I agree. When I first signed up, you could send Andrew an email, and sometimes he would answer back in like 3 to 5 MINUTES!

this client is a chopper enthusiast, and I'm helping him setting up the site.
Here's the server error msg from this account:

Error: LogFile parameter is not defined in config/domain file

Setup ('/home/chopper/tmp/awstats/awstats.orange-county-chopper.com.conf' file, web server or permissions) may be wrong.
See AWStats documentation in 'docs' directory for informations on how to setup awstats.

It suggests permissions may be wrong, but I didn't do it! The damn server hiccuped, deleted the index file and has been acting disagreeable ever since! It says I don't have access to throw away a file to the trash!

[DomainDog]

We respond to every e-mail received although for a couple of hours today we were having problems with some of our accounts which could have caused some lost e-mail. Please re-send anything that you may have sent.

Great Andrew! Thanks!

I will resending in like 3 minutes! First I have to blow my nose and stop crying!

[DomainDog]

Email sent to andrew-AT-dathorn-DOT-com

[AndrewT]

Email sent to *****@dathorn.com

E-mail replied to.

[DomainDog]

Like magic.... Andrew reset the password, and now I've submitted a real trouble ticket.

Thanks Andrew and thanks Jonathan! Hope the problem I'm having with Cpanel can be fixed this easily!

[-Oz-]

Glad this was worked out, I removed andrews address or modified it so that spam-bots can't find it.

[Jonathan]

dunno why your thanking me domaindog

[DomainDog]

I've submitted an Misc. trouble-ticket concerning this, for you

Woof......?

Woof woof!!