How do I voice my complaint with regard to the email service?

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  • Updated 6 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: This topic is being closed as it has covered too many different issues, that are largely resolved. It has grown to the point that valid information has become too difficult to locate. Feel free to post a new question if necessary.

If you would like your voice to be heard you are welcome to voice your complaint here. If you do have questions on our email service or other products feel free to post to the relevant threads.
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Mike F., Alum

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Posted 6 years ago

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Dee Dee0596

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Well, this beats ALL of them. I opened an email message from an email list-serve for probate attorneys. When opened, the email from-to header shows the previous email I had just read and deleted. The screen shows a blending of the two separate email messages. Please don't tell me it's my browser..... This is the most screwed up mess I have ever seen.

Header from first message now in second received message:
Re: CAFG Blog - Vick​ie XX

From: Tina XXXX
To:
Dee Dee King
Received:
01-29-2014 04:13 PM

The "message" is a list of topics in the separate attorney email. Not the links to click the messages open, just a list.

Today's Topics: 1. Re: Deed "Revocation" (Rick XX) 2. Re: Deed "Revocation" (Diane Hebner) 3. Re: Deed "Revocation" (Gary XX) 4. Specific Devise and Shipping Expenses (racheXX) 5. Re: Deed "Revocation" (Lori XX)
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Charlie9926

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Agree...this service is horrible...I'm transitioning to another service as we speak...had enough.
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Dee Dee0596

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Since yesterday, the email counters show new email when there is none in the folders.
Now a whole slew of new error messages:

History of error messages
1. 01-30-2014 03:39 PM GMT
A severe error occurred. (MSG-1003, -572745358-893736)
2. 01-30-2014 03:39 PM GMT
No access to mail folder INBOX on server localhost with login king@forensicgenealogyservices.com (user=8, context=1988949247) (IMAP-2003, -572745358-893738)
3. 01-30-2014 03:39 PM GMT
A severe error occurred. (MSG-1014, -572745358-893753)
4. 01-30-2014 03:39 PM GMT
A severe error occurred. (MSG-1014, -572745358-893758)
5. 01-30-2014 03:39 PM GMT
A severe error occurred. (MSG-1014, -572745358-893761)
6. 01-30-2014 03:39 PM GMT
A severe error occurred. (MSG-1014, -572745358-893762)
7. 01-30-2014 03:39 PM GMT
A severe error occurred. (MSG-1014, -572745358-893763)

Date: Thu Jan 30 2014 12:50:33 GMT-0600 (Central Standard Time)
Host: https://emailmg.homestead.com/ox6/ox....
Version: 6.22.0 Rev6 (UI), - (Server)
Browser: Mozilla/5.0 (Windows NT 5.1; rv:26.0) Gecko/20100101 Firefox/26.0

Module: mail, View: mail/list/unthreaded, Folder: default0/INBOX, Default folders: contacts=49calendar=48tasks=50eas=true, Landing page: mail, Tree: New, Expert: No, Language: en_US

Loaded modules: calendar, com.openexchange.eas.provisioning.ui, com.openexchange.extras, com.openexchange.group, com.openexchange.mobile.configuration.gui, com.openexchange.oxupdater, com.openexchange.publish, com.openexchange.resource, com.openexchange.secret.recovery, com.openexchange.subscribe, com.openexchange.upsell.multiple.gui, com.openexchange.user.passwordchange, com.openexchange.user.personaldata, com.openexchange.usm, com.openexchange.usm.eas, com.openexchange.usm.json, com.openexchange.wizard, contacts, folder, infostore, interfaces, mail, mailaccount, messaging, olox20, portal, tasks, themes, uwaWidgets
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Dee Dee0596

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Now the entire account is blank. No folders, no email, no nothing.
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Dee Dee0596

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I just replied to an email from the second person in a string. The person who sent the original email was Debra. The person who replied, the second person, was Cathi. When I hit reply, the message that went out showed Cathi as the sender of the original message instead of Debra.

On February 3, 2014 at 1:59 PM Catherine Desmarais CG wrote:
Colleagues,

Cathi did not send that message, Debra did. Open Xchange altered the message. This is like the other day when two messages were combined, the header from one and message from another. Did you guys buy a haunted email platform? :-) Do we need an exorcism?
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Mike F., Alum

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There were doing some maintenance you your account, but obviously something is still not right. I've reported these new error messages to them. We'll keep working on this.

Mike
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Dee Dee0596

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But I am not the only one. Others report most of the same problems. I am just the only one keeps posting..... I do appreciate that they started trying to find the problem. d
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Charlie9926

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Agree...this service is horrible...I'm transitioning to another service as we speak...had enough.
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glowbymichelle4249

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Just on hold or 32 minutes and then the call was disconnected! Not happy!!
Very poor customer service. Will not recommend this service to others.
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Mike F., Alum

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Sorry about the recent long hold times. Feel free to search the community and post questions to any relevant thread and we'll be happy to help you out here.

Mike
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Beth6942

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This reply was created from a merged topic originally titled
Moving emails to a folder while reading them.


Within the new email system you can no longer "file" or move an email to a folder while you are reading it. You must close it and then move it. How inconvenient! As I am going through my emails I like to organize them.
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Charles3424

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In regards to the new email system -

1. I'm being told by clients that their emails are not getting through. Some have tried several times and have resorted to texts or faxes.

2. After a short period of time and while actively engaged in using the system, I now routinely get messages that state my session has timed out. This even takes place while writing a reply. I then need to reactivate the session and start over. Very frustrating! I'm now reactivating at least 10-15 times/day.

3. Not being an HTML wizard, I now have no way to personalize my email signature without taking the time and tweeking it for very email

4. Just tried the 'Chat' (3 pm PT) and see that it is unavailable!

Amazing.........
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Mike F., Alum

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If you are not getting a bounce back, then there's a good chance the emails are being delivered, but just filtered into a junk or spam folder. You may want to have them check.

If you want to include a screenshot of your signature and code, we can look at it. If it's just spacing then you can usually just remove the tags <br> where the extra space is showing up.
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Charles3424

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Mike-

Calling all my clients and asking them to check their spam/junk filters for bounce-backs makes it look like I'm running a fly-by-night operation here and that is not the case.

I almost lost a large new client this morning. He emailed me his agreement, I never received it and he assumed I wasn't interested in his business. If I had not placed a follow-up call and then explained the email problems, I would have lost the account. Not good!!!

And I don't even want to think what other emails have not come through.

You people are having a detrimental affect on my business and as such, I am seeking alternatives. There is too much risk associated with staying with Homestead.

I AM DONE HERE!!!! ADIOS.........
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Charles3424

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It took most of the afternoon, but I moved my email to Google and magically everything works just like it should. BYE....
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Stephen0128

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Did you also move your website hosting? If so, can you tell us how to go about moving everything from Homestead?
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Charles3424

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For now, my website hosting is still with Homestead. However, I am putting together a new website and it will not by Homestead.
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Sandra2663

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And now my emails are not getting through to both my clients AND employees. For goodness sake, these were sent out on Saturday, and are all showing up as "sent" in my folder. Not even an undeliverable message??? Really?? Is that considered an advanced feature? Without getting into all the details of what a horrific Monday this "little bug" unleashed for me today, this is just becoming a nightmare. PLEASE fix it!!
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Mike F., Alum

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Hi Sandra2663, Sorry for the issues with your email. What indication do you have that the emails are not being delivered? If they are showing up as "sent" then that means they have been sent. In most cases you won't get an undeliverable message unless it's bounced from a spam filter, invalid email address, etc.

If you are still having problems, let us know the domain name associated with the email account so we can look at the dns records or do additional research.

Mike
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Sandra2663

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Clients and employees have confirmed they did not receive them. Some of these emails were time sensitive (what was I thinking??). My domain is www.strutnmutt.com. I have emailed these people previously and never have my emails ended up in their spam folder.
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Mike F., Alum

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We'll try to do some more research but need to gather as much detail as possible. Please fill out the form on this web page: http://communityguidelines.homestead....
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Petra9864

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This reply was created from a merged topic originally titled
The new e-mail platform is taking 2 steps back, NOT HAPPY.


I am really NOT pleased with the "new" e-mail platform. It is not a step forward but 2 steps back. Many things are not possible anymore, or much more difficult. Like after copy- past text the text type does not change nore can you choose to adjust it. When I type a name, there is no auto fill anymore. If you are typing an e-mail and go to the toilet, the e-mail is gone and not saved! Just gone and you can satert over. I have also LOST incoming e-mails and my clients informed me that some e-mails just NOT arrived. So I am guessing this system is cheaper for homestead but they have not thought about their clients much. Is this professionalism? And I would have appreciated to have received an e-mail before the new platform was online, instead of noticing it only after logging in from the homestead site, after having troubles and stress to get logged in as usual. I am unhappy. Thanks for reading.
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Shawn8700

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This reply was created from a merged topic originally titled
Please make new open-Xchange email work. Having MANY problems..


The switch to the "open x-change server" is HORRIBLE! I used to like my email, now its just an absolute nightmare to use. I have to constantly log out to see new messages. When I switch to a different folder it appears empty and won't load any of the contents until I log out and log back in. When I switch between e-mails they sometimes disappear, to get them back I have to log out again. Some of my contats were erased. When I type in contacts that are in my list they sometimes do not show unless I type in the ENTIRE name and email which obviously defeats the purpose. So I have randomly disappearing emails/folders/contacts, I'm constantly having to log in and out, and getting an actual human on the phone from homestead to help me out with this is impossible. One of the worst experiences I've ever had dealing with a service I am paying for. As if running my business isn't stressful enough, homestead switches my email and makes running my business 10X harder. Great. Any solutions ?????
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Mike F., Alum

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We realize this is frustrating and there are some differences in the systems. As far as the auto-fill feature, the new system has a different data field that is searched. this page shows how to edit the field; https://community.homestead.com/homes...
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Dee Dee0596

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The main difference in the system is that this one does not work...
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Shawn8700

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Gee Mike, thanks for the empty response. Yeah it is kind of frustrating when you pay for a service and it's nothing but a headache to use. Your IT team is pathetic. I waited a few days after the switch before I decided to try contacting you guys because I thought the bugs would get worked out. No such luck. I can barely read my emails, view folder contents, constantly logging in and out, and a host of other problems. What a joke. How about you actually help me out by suggesting someone from your competition that actually provides a good product. As soon as I have the time I will be looking into switching to a different provider, I'm sure someone out there provides a simple email service that works. Totally unacceptable. At this point you guys are just stealing money from me.
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twiggy

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ok, I am about to toss my computers on someone's head! I am PISSED!
I logged back into the web for my emails only to find that I am in the WARNING zone for emails....anything I send from anyplace or devise if being saved on the webserver....WHY?? and if I decide to send an emil from that location, since the contacts are STILL not loading into the outlook system, I am STILL getting a send error....ARE YOU KIDDING ME.....so when can I get some flipping help to get all this BS resolved???? I am really loosing it!
I am requesting, yet again, that someone higher then a manager calls me...AGAIN!! this is the 5th request and this will make call number 2!!!
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Mike F., Alum

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Hello twiggy,

We do understand your frustration with this issue and our email admins are diligently working on this system but there is something unique to your account that is taking long to resolve. Please watch your email as I'll try to contact you soon.
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twiggy

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So I assume I should be expecting some credits to my account then? What am I watching in my emails for?
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Mike F., Alum

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I am still working with management and the email admins to see the best way to handle the issues. It will just be a personal email from myself, or one of our managers. If it's more complicated, then we may give you a call.
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twiggy

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I will look forward to the email or call
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twiggy

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4 days ago...and look still NO CALL OR EMAIL
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Dee Dee0596

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I tried for 30 minutes this morning to log in and Homestead's page would not load. Now clients and business colleagues/collaborators are sending me email through my personal gmail account or posting messages to me on FACEBOOK that all their business email to my Homestead accounts are bouncing.

I got so many error messages yesterday, sometimes 3 at a time, that I just gave up. If I do a search then try to go back to the Inbox, nothing happens. Go to another folder, read a message or delete messages, cannot click on Inbox to return to it. Same problems Shawn and the others mention.

Every time I sign in my saved settings revert to default. Save a setting and get an error message that the change was NOT saved then on top of that get the message that the changes were saved.

Guys, Homestead needs an intervention..... ONE thing in your promos for this new email system was correct. - it certainly is creating a lot of EXCITEMENT among your customers. Once I get past the three big projects that will be over by the end of March, I am taking the time to diligently explore other providers and ditching my 12 year association with Homestead. You know, Homestead is not just creating ill will among existing customers. The ricochet must be deadly to Homestead. Every one of your existing customers must have scores of associates whose exposure to Homestead is all these ongoing email issues and listening to all our complaints and excuses about how sorry we are Homestead is screwing up our business with them.
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Shawn8700

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The switch to the "open x-change server" is HORRIBLE! I used to like my email, now its just an absolute nightmare to use. I have to constantly log out to see new messages. When I switch to a different folder it appears empty and won't load any of the contents until I log out and log back in. When I switch between e-mails they sometimes disappear, to get them back I have to log out again. Some of my contats were erased. When I type in contacts that are in my list they sometimes do not show unless I type in the ENTIRE name and email which obviously defeats the purpose. So I have randomly disappearing emails/folders/contacts, I'm constantly having to log in and out, and getting an actual human on the phone from homestead to help me out with this is impossible. One of the worst experiences I've ever had dealing with a service I am paying for. As if running my business isn't stressful enough, homestead switches my email and makes running my business 10X harder. Great. Any solutions ?????
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Shawn8700

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Homestead is horrible. Anyone have luck switching to someone else? The amount of time I've spent just trying to read and send emails is ridiculous. I want to be done with this joke of a company as soon as possible.
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Carmen2338

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Check out my comment below.
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Charlie9926

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I went with Outlook. Has free and paid versions. Is has simplified my email.
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Carmen2338

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Call in and wait until you get someone and have them walk you through your system live and solve each problem. Don't bother with this live chat. There's only so much Mike can do in this forum. Get the person's name that helps you and try to keep working with them. Good people: Eric, Zach and Dylan. They're located in Colorado and can talk to each other (even if it takes forever for you to get through to them.) Homestead was great before this transition. I think the higher ups are getting the message. It may require us all leaving however for them to get it, unfortunately.
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Dee Dee0596

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Carmen, your experience is certainly different then mine. What I get, IF I get through after long waits, is somebody who cannot tell me anything other than stock boiler plate generic replies. I have been waiting for over a month for that 2nd tier to call me back about the "personal attention and resolution he would have for my account on that same day".
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twiggy

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I hung up after being on hold for 2 hours!!! At least it seemed that long....do they think we have the time to waste on hold or to get someone that says we are sorry we are doing everything we can at the moment....why not toss some acid on the already open heat.
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Carmen2338

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Okay guys, Here is the deal. Call and don't give up. You can find another company if you want in the long run, but what are you going to do right now? You can't switch, rebuild your websites, etc. We may all need a good exit strategy and can share it elsewhere. My advice is to call early, put it on speaker phone and do other stuff until they answer. When you get through, insist that the person fix the problem. They are all situated in Colorado and can talk to each other. So they can ask each other for help. Make the person share your site and fix it in real time as you watch.The guys on the front lines I've spoken to who have helped been great and have helped me. Ask for Zac Eric and/or Dylan. Ask for one of these guys. If they don't/can't help you, don't hang up. Insist on going up the ladder. Keep going up the ladder to Suhaib. He's a great guy and is doing everything he can to get this fixed. He needs to know what's happening. As I understand it, in charge of the Homestead division of Endurance. Great guy and will make it happen. If he can't, keep going higher. Ask for James. Endurance bought Homestead and implemented this change prematurely without adding enough customer service people who knew what was going on. New people are being trained, but not fast enough. It has taken four weeks and at least 25 hours of on-phone conversations to get things fixed for me. I hope it doesn't take you that long. But it won't go away, and I don't see how your individual problems can be fixed on a chat forum like this.
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Dee Dee0596

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Sigh, EIGHT error messages:

History of error messages
1. 02-05-2014 05:38 PM GMT
A severe error occurred. (MSG-1014, 971193841-1103376)
2. 02-05-2014 05:38 PM GMT
A severe error occurred. (MSG-1003, 971193841-1103371)
3. 02-05-2014 05:38 PM GMT
No access to mail folder INBOX on server localhost with login king@forensicgenealogyservices.com (user=10, context=1988949247) (IMAP-2003, 971193841-1103372)
4. 02-05-2014 05:38 PM GMT
A severe error occurred. (MSG-1003, 971193841-1103392)
5. 02-05-2014 05:38 PM GMT
A severe error occurred. (MSG-1014, 971193841-1103395)
6. 02-05-2014 05:43 PM GMT
A severe error occurred. (MSG-1014, 971193841-1151053)
7. 02-05-2014 05:43 PM GMT
A severe error occurred. (MSG-1003, 971193841-1151052)
8. 02-05-2014 05:43 PM GMT
A severe error occurred. (MSG-1014, 971193841-1151065)

Date: Wed Feb 05 2014 11:57:10 GMT-0600 (Central Standard Time)
Host: https://emailmg.homestead.com/ox6/ox....
Version: 6.22.0 Rev6 (UI), - (Server)
Browser: Mozilla/5.0 (Windows NT 5.1; rv:26.0) Gecko/20100101 Firefox/26.0

Module: mail, View: mail/list/unthreaded, Folder: default0/INBOX, Default folders: contacts=61calendar=60tasks=62eas=true, Landing page: portal, Tree: New, Expert: No, Language: en_US

Loaded modules: calendar, com.openexchange.eas.provisioning.ui, com.openexchange.extras, com.openexchange.group, com.openexchange.mobile.configuration.gui, com.openexchange.oxupdater, com.openexchange.publish, com.openexchange.resource, com.openexchange.secret.recovery, com.openexchange.subscribe, com.openexchange.upsell.multiple.gui, com.openexchange.user.passwordchange, com.openexchange.user.personaldata, com.openexchange.usm, com.openexchange.usm.eas, com.openexchange.usm.json, com.openexchange.wizard, contacts, folder, infostore, interfaces, mail, mailaccount, messaging, olox20, portal, tasks, themes, uwaWidgets
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Darrell6932

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This new open exchange e-mail sucks, in coming e-mails are delayed 12 hrs and out going ends up in my customers junk and spam file. The old system worked fine but some bean-counter found a way to save a penny and screwed every one. Now the customer pays in lost revenue. Thanks Homestead. What are you going to do about it? How do I recover lost revenue?
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Dee Dee0596

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System frozen, cannot send or save. Log in, open email, start writing reply, system freezes. Email held up for hours. Group replies showing up in my inbox 5 hours after the original message was sent - and I never received the original message. Colleagues saying what they send me bounces.
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Dee Dee0596

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Are you kidding me???? I have not been able to acces any of my 3 business websites or the nonprofit I recommended use Homestead. I have tried repeatedly this evening and none of the sites come up. The nonprofit has people trying to register for an event and the site won't come up. Sorry, we could not connect.
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Mike F., Alum

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What websites are you referring to? We'll be happy to take a look and see what's going on.

Mike
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Dee Dee0596

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Man oh man:
Founded in 1996, Homestead Technologies, Inc. is a leader in web site creation, marketing and hosting business. In addition to offering small business owners a top-notch experience to create their business presence on the web, Homestead partners with technology companies, such as Verizon and Google, to offer their customers similar products and services.

Homestead helps small businesses establish their presence on the Web, maintain and promote their site, and sell or market their products and services—all without mastering programming or design. We offer our customers hundreds of design templates to choose from, as well as integrated e-commerce capabilities, inclusion in online Business Directories, and WebListings. From our SiteBuilder software to our e-commerce solutions and world-class support, we help small businesses achieve success online.
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twiggy

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what is this for? what they lied about on there....lol where was this info from? I found a lot of complaints on BBB which is not good...but it has a goofy rating anyways....so I do not think that the BB site is worth it's weight in coco beans...:)
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Dee Dee0596

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I am receiving and deleting the same email over and over. I have now received at least 3 each of more than a dozen email.
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Carmen2338

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Call. Talk. Don't hang up. Insist on getting the situation fixed. Did I mention not to hang up?
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Dee Dee0596

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Carmen, call, talk, get a rep who provides canned speeches, demand to speak with a second tier, get platitudes and promises, wait over a month for tier two to contact you back with "getting the situation fixed." There have been hundreds of folks screaming since at least last Sept. - phone calls,chats, community board. It isn't "getting it fixed", in fact, it is WORSE.
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Dee Dee0596

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Mike, the posters above who say email is not going out are correct. I sent several email late yesterday afternoon and last night, some that copied me, some that go to lists I belong to. They are in my sent box but were never received. We checked spam folders and they are not there either. Some of the email was also addressed to my other email accounts, not delivered. I hope this is not the beginning stages of another total meltdown. Email not delivered, email to us get bounce messages, multiple copies of the same email coming in even after deleted and removed from the trash.

I am still discovering email that was never received last year. An attorney called yesterday wanting to know if I sent a copy of a contract back in Dec. Yep, sure did. Let me tell you about homestead.com........
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Dee Dee0596

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This is the corporate office for Homestead Technologies, Inc.
305 Walnut Street
Suite 300
Redwood City, CA 94063

Their website does not provide a phone number for the corporate office, how convenient.

Mike, please provide us with the contact information for the person to whom we send written executive complaint letters.
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Dee Dee0596

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OH MY GOD! I just Googled the address for the corporate office to make sure it was not one on those Mail R Us locations. This link popped up for the Better Business Bureau review of Homestead.com. It has a D+ rating. http://www.bbb.org/greater-san-franci...

Homestead has gone from an innovative, superior service company, to this.....
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Dee Dee0596

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And look, the BBB fill-in-a-form has SPELL CHECK, something our email does not.
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twiggy

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actually the email does have spell check....in the preferences....or are you referring to the email form on the website we can add in?

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