Extreme frustration.

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  • Updated 5 years ago
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I am extremely frustrated with Homestead regarding my business email service. My service stopped running 4 days ago and it still isn't working. I received no notification from Homestead regarding this. I contacted the tech chat line and was told it would be 4 hours before it would be handled. This did not happen. Then there was a posting to this blog that the issue had been resolved, yet my business email service was still not functioning. There is no tech support other than the chat line which is open Monday through Friday and so there was nothing I could do for days. My business thrives on its email service for business transactions to and from our clients. My company lost business as a result of Homestead. I then had to spend a lot of time restoring the email service to Google Gmail email service for businesses. They have 24/7 technical support. It's simply not okay that I send good money monthly to Homestead for virtually no technical support. I'm shopping around for a new website service as well as I don't feel Homestead is providing my company adequate service. Homestead was excellent in setting up my website but after a few months they've simply disappeared in terms of service and technical support. Simply not okay.
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Dave0600

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  • frustrated.

Posted 5 years ago

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Drew N, Alum

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Good morning Dave0600,

We are sorry for the frustration.  I can't say what issue you were having with your email for sure, but the issue we did have about that time was resolved quickly.  It is possible that you had an entirely different issue, and we are sorry for not catching that.

We have both chat and phone support Monday-Friday, and the community has employees working 7 days a week.  If you have a question, you can post it here anytime.

Thanks

Drew
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Dave0600

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Drew,
Thanks for the reply. However, the chat line tech said that my email service issue was identified as being this same issue that Homestead resolved. It wasn't and this resulted in my business email service being non-functional for four days. 
The ideal would be a 24/7 technical support service with experienced technicians who can immediately correctly identify technical problems and move forward rapidly with solutions. 
I appreciate what Homestead did in terms of creating my business website. But after this evolution, the service and technical support was not what is needed for my business. 
Thank you. 
Dave
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Drew N, Alum

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Dave0600,

I know you were told that you were affected by the previous issue, but I can't confirm that without some troubleshooting.  We typically look at the headers of emails that were sent to or from the mailbox and never arrived.  This would help us see where the message goes awry.  The issue that we experienced that day has been resolved.  I can't definitively say that would solve your problem, or if there were other factors involved that kept your not working for a longer period than anyone else reported.

I am sorry, but messages sent to your address prior to switching to Google would either have eventually arrived in your Homestead email, or they will be lost.  Once you switched to Google, all email would be delivered to Google.  If you can still log in to your Open Exchange webmail, through the Homestead account, then you can see if there are unread messages there.  If so, you should be able to forward them to any place you wish. 

If you prefer to talk to someone, you are welcome to call support, but we in the community are the longest tenured and most experienced representatives available. If you would like to delve into more detail we can certainly do so, but it will hinge on if you are able to log into the Open Exchange webmail, and what we find there.

Drew
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Dave0600

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Drew,
Thanks, I appreciate your response. 
But this is all in retrospect. Again, you talk in general terms about possible causes of my business email service problem and possible solutions. But I run a business and I didn't have the luxury or interest to not have email service for four days. Homestead should have identified this problem correctly when I called and solved it then and there. It's a fast-paced and competitive business climate for my industry as well as yours. When Google can provide immediate troubleshooting and diagnostics and solve my problems right away for me then of course I'm going to have to switch as this is best for my company. Make sense? As a suggestion, Homestead should attempt to emulate the Google customer service model as it is vastly superior. I'm not trying to "rub it in" but Homestead caused me a lot of frustration and income loss as a result of incorrect diagnosis and no followup on the problem. Google is very aggressive in providing customer service whereas Homestead is not. Google provided me with immediate solutions whereas you're still speaking in general terms and possibilities. I liked the Homestead approach to building my website and it's appreciated. But when you can't keep my email service up and running and it's down for days then that's where I have to make a change. Google got my email service up and running in less than an hour whereas Homestead still doesn't know what happened. 
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Drew N, Alum

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Dave0600,

We know what the issue was with our system, and resolved it pretty quickly.  I am being general, because I don't have enough information to positively say that this was the sole cause of your issue.  I do not know what transpired during your chat and what steps the representative did or did not take with your account and so can't comment on it.  I agree that whatever was done, came up short of what should have, and we will work to correct inefficiencies whenever possible.

I am glad that Google was able to get you converted over quickly.  The fact that your issue with Homestead email lasted into Sunday, leads me to strongly believe that something other than the system issue was also affecting your account, but I have no way of tracking that down at this point. 

I understand what you mean by the immediate solution, however, some things are easier than others.  Moving email service, for instance, is a very straight forward task and happens quickly.  Mitigating a DDoS attack is more complicated and the mitigation effort will often end up blocking legitimate traffic for a time.  We work as quickly as we can to resolve issues, but in this case I must say that we could have done better.

Drew
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Dave0600

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Drew, 
Thanks. I appreciate your information and attention. 
Dave
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Drew N, Alum

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You're welcome
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Jon1230

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For the last few days (today is Mon Oct 13th 2014) Homestead email servers are screwed up. I'm getting emails from clients 12 hours or longer after they're sent...and yes, last friday I was getting repeating emails as others have mentioned.
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Mike F., Alum

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Hi Jon1230,   Are you able to tell us exactly when this most recent delayed email dropped into your inbox? And get us the header from the email.  If you are not familiar with retrieving the header instructions are on this page. How can I find an email header?

Please copy and paste the header in your reply. 

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