unacceptable support? NO communication!

[dsotmoon1]

What is going on with support? I opened an upgrade ticket for the forums, gallery & blogs close to 28 hours ago, after some replies and agreeing to the terms and then supplying extra info that delayed the start, the upgrade was finally started about 24 hours after the initial ticket opening. Now it has been almost four hours of downtime with my forum URL only showing the following...

**************************
IPS Driver Error
There appears to be an error with the database.
You can try to refresh the page by clicking here
**************************

I updated the ticket an hour ago asking for an update with no reply. I would hope to think with IPB support doing the upgrade this problem would be avoidable or at least fixed by now. Its almost as if they started the upgrade and have just walked away from it. With NO communication to me about whatever the problem is.

This is unacceptable IMO :(

[SnakEyez02]

A same day response isn't bad. Especially when the basic account is listed as a 5-day turnaround and the business license is listed at a 3-day turnaround. Also you can't always expect an email turnaround in one hour when you email a company in the middle of the night (local time is 10:55PM). There is a good chance they are updating it, but the ticket support staff just isn't working 24 hours a day to answer your ticket the instant you send it in.

[dsotmoon1]

A same day response isn't bad. Especially when the basic account is listed as a 5-day turnaround and the business license is listed at a 3-day turnaround. Also you can't always expect an email turnaround in one hour when you email a company in the middle of the night (local time is 10:55PM). There is a good chance they are updating it, but the ticket support staff just isn't working 24 hours a day to answer your ticket the instant you send it in.

I dont expect a 1 hour response to a regular email, its been 5 hours now since they started the upgrade, I would expect them to stick with an upgrade all the way through, they are doing the upgrade, not me, its unacceptable to start an upgrade and walk away from it or not update the customer as to what the problem is

they started the upgrade and have just left it down, if they could not see the upgrade through it should have never been started :rolleyes:

I cannot see your reasoning here as this is not my fault

[.Ryan]

I had an error with a new gallery purchase, but I submitted a ticket advising them of this two days later thinking it was still in approval process, and Debbie took care of it.

Now in your situation I would have assume they start an upgrade and follow through - I have never heard of anybody or any company that does a half job upgrade - without letting you know their is more work to be done. Maybe their was an error in communication, or something went wrong on either end, but best to wait for their reply.

I doubt people will be on at 11:12 PM EST to do an upgrade. I have no clue what business hours are but tech. support is not on or officially on at this hour. So wait till the morning and see what they tell you, you can't expect a reply in off business hours, sorry.

Now to save some time, have you tried visiting yourforums.org/upgrade/ and seeing if the upgrade just needs to be run. Secondly try and looki in the cache folder and open one of the files in text editor the error files and paste the content here, so you can see if its not connecting to the database, or its corrupted. Try the upload folder to see if it needs to be run.

Stay calm, they can fix it.

[dsotmoon1]

you can't expect a reply in off business hours, sorry.

Stay calm, they can fix it.

I do expect a reply in off hours when they are the ones who started the upgrade in off hours, again, if they were not prepared to follow the upgrade through it should never have been started !

I am calm and I feel confident they will fix this, but to let a very active forum go down with no communication as to why there is a major error is totally unacceptable.

If I had started the upgrade and caused the error myself I could understand having to wait on tech support to come online, BUT they are the ones doing it, not me. :blink:

[ZuCruTrooper2]

Are you sure the upgrade was actually started and isn't a server error on your side? Does the line at the bottom show the updated version #?

[dsotmoon1]

Are you sure the upgrade was actually started and isn't a server error on your side? Does the line at the bottom show the updated version #?

i'm 100% sure it was started because forums/upgrade is there, /upgrade was deleted on last upgrade so it wouldnt be there if it hadnt, i checked it and it started to run the queries and it stalled, probably the same it did for support

I doubt people will be on at 11:12 PM EST to do an upgrade.

well, josh and jason, both who replied in the upgrade request have been on these forums tonight multiple times but NOONE has updated me or fixed the problem, again, if they couldnt follow the upgrade through it should have NEVER been started

[Ryan]

Hello,

If you would like to PM me the ticket number I can take a look at it for you
I apologize for the delay and inconvenience.