DETERIORIATING CUSTOMER SERVICE

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I'm getting more and more frustrated with Homestead's Website building program !! Since I 'joined' the Homestead 'Community' to voice my concerns, I've begun getting copies of all of the problems and issues that other Homestead users are also encountering.

When I 'hooked up' with 'Drew' a month or two ago and described the problems and issues that I was having, I sincerely thought that my 'issues and problems' would be a thing of the past.

They're NOT !!

'Drew' assured me that, even though Homestead's Customer Service Department had told me they were NOT, the version of Homestead Site Builder that I was using on my desktop was fully compatible with both the Windows 8.1 and Windows 10. O/S.

Within the last week or so, I AGAIN called Homestead's Customer Service Line (800) 710-1998 because of the issues that I was STILL having.

And once again, I got the same 'story' from the (female) CSR that I've talked with before; she told me that the Version of Homestead's Site Builder that I'm using on my desktop is NOT compatible with my desktop O/S.

Sadly, Homestead's Customer Service has deteriorated horribly in the past 12+ months when I began experiencing all of the issues and problems I've had to endure.

Homestead is; make that WAS, a great, easy to use Website building program; I began using it back in about 2002.

But they've allowed their (very important) Customer Service Department to become woefully inadequate and uncaring.

In my view, if they don't address that very important function of their company immediately and take what their customers are telling them, seriously; I see a rather sudden demise of Homestead.

Based on what I've personally experienced and what I've read posted by other Homestead users, I believe we're already witnessing that happening.

Richard Odoms
E-mail: thedeltashow@gmail.com
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Richard8447

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  • FRUSTRATED !!!!!

Posted 7 months ago

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Drew N, Community Manager

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Richard, I do understand the frustration you feel, but I thought I was clear previously. Sitebuilder desktop does run on Windows 8 and Windows 10 for almost all users. There have been times when we just can't get it to run on those later Windows versions. It may be the mix of hardware and software that causes the issues. Desktop requires 2 Microsoft programs that Microsoft discontinued and does not support. If those are made unavailable in the future then desktop will not run. It might also require the uninstall and reinstall you did before. So far, I know of no plans by Microsoft to make these unavailable. We have topics here in the community for Windows 8 and 10. You can see that people are able to run it. It works on all 3 of my Windows 10 computers. Unfortunately, this can happen when using legacy software. Most people changed over to Sitebuilder Plus several years ago, and now to the newest Websitebuilder program.

If you speak to an agent and are dissatisfied with the support in anyway, please provide me the date and approximate time of your call. If you remember the agent's name, that would be helpful too. I can review the phone call and coach the agent as needed. In this manner we can improve the level of support when and where needed.

I am sorry if I gave you the impression desktop is fully compatible. I hope this clears it up some.
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Richard8447

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When I upgraded my Windows 8.1 to the 'free' Windows 10 O/S, I experienced the same issues with 10 that I'm currently having with 8.1 At that time, I spoke with a couple of (male) CSR's who were quite versed in the responsibilities and told me EXACTLY what I need to do; it was basically downloading some sort of 'patch' that fooled Windows 10 into thinking something else. Whatever it was, IT WORKED PERFECTLY !!


My problem appeared again in June 2-16 when, NOT do to any fault to Homestead, I had to 'refresh' my computer to a 'factory status'. I 're-loaded' Homestead and have had this frustrating, recurring 'problem' ever since.


One thing that I DID notice whenever I delete Homestead and then try to 'download a 'fresh copy', is that the 'download instructions instructions refer ONLY to Windows VISAT or Windows 7 (or lower); here's the download screen that I get when I click on 'Download Sitebuilder:

Please follow these instructions to download and Install SiteBuilder:

  1. Download
    You appear to be using Microsoft Windows 7 or Vista. Please click the button below to begin downloading.

  2. How long will it take to download?

  3. Install
    Follow the step-by-step instructions within the Install Wizard. You may be prompted to download the Microsoft .Net Framework, which is software necessary to run this version of SiteBuilder.

  4. Launch
    Log in to SiteBuilder using the userid and password you used when you joined our site.

<!-- #popup_div h3 { margin: 0px; } #popup_body { background-color: #002657 ; color: white; text-align: left; } #popup_corner_nw { background: url

       Estimated Time to Download 
  LAN or Cable Modem  30 seconds  DSL  1 Minute  56k Dialup Modem  30 Minutes
        
Troubleshooting
If you are unable to install and run successfully, please try the following steps:


  1. Check that your computer meets the system requirements:
    • 256 MB RAM
    • Internet Explorer 8+, Mozilla Firefox 3.6+, Google Chrome 12+
    • Microsoft .Net Framework

  2. If you are running Microsoft Windows Vista or lower, please download and install a different version of SiteBuilder. Click here to begin.

  3. Click here to download the .zip SiteBuilder installation package.

  4. Contact Customer Support at 1-800-710-1998 (Mon-Fri 6:00am - 5:00pm MST(No DST)).

Why aren't Windows 8.1 and/or Windows 10 listed?


Thank you.

Richard Odoms

Hamburg, Minnesota

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Drew N, Community Manager

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Yea, we never did update the text to include Windows 8.1 or Windows 10. But that is the correct download for those operating systems. So the 2 components of Microsoft we depend on are .NET 2.5(included in .NET 3.5) and Microsoft J# 2.0. A newly installed Windows 8.1 or Windows 10 machine will not have these enabled. You will need to enable them. I have a topic on that. Step 3 in this topic, https://community.homestead.com/homestead/topics/how_can_i_install_sitebuilder_on_windows_8

On Windows 10, you will see the J# get corrupted with some Microsoft updates, which will cause the program to crash. You must then run the repair tool, found in this topic. https://community.homestead.com/homestead/topics/windows-10-and-sitebuilder-desktop
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Mileen3055

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I got a customer care that had been there 1 year. Whoopie!! Didn't know anything!!
Never directed me to what would help at all. He had me delete Homested site builder!! My computer wouldn't let me upload a new site builder. He had me upload Fire fox. That didn't help. Spent 2 hours of my valuable time and then had to do a system restore to get rid of the mess. I had to peck and find what would help me!!! Never mentioned that I needed Virtual machine Java to help upload Sitebuilder. 
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Mileen3055

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My sitemap is only recognizing the index page of the last website I built. Not publishing all pictures or excepting links of videos from You Tube, so I have a Blank spot where a video is suppose to be. This is totally Aggravating when I have been with homestead for 8 years to get someone that has been there 1 year to help me and I know more than he does. 
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Drew N, Community Manager

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Mileen3055, I am sorry if you had a difficult experience. We often need to have Sitebuilder deleted in order to get it reinstalled. It is a very old program that wasn't designed for current Windows. Did you get it up and running or not? If you reset your Windows, there are 2 Microsoft components that are required and likely were disabled. What Windows version are you running?

Can you specify the site and pages you are having a problem with? I will take a look.

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