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Attn, Drew N. If my posting here which mentioned your competitors was not an appropriate place for this support community, please tell me where it is acceptable and provide me with a name and the contact information of someone there at Homestead who can answer my questions and care for my concerns. As I'm sure you have read Homestead has many customers who are outraged with this migration fiasco. Why is it that nobody of a higher authority has appeared to calm the waters. Instead we get a broken track always the same answers to our questions.
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David4214

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Posted 5 years ago

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John0126

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I smell major law suit coming down the pipe
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susan2829, Champion

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Hi David,

You, like the rest of us are over-the-top frustrated and upset over this debacle of a migration and we're all looking for answers other than the ones we've been getting - human nature to want the answers you want to hear. The problem is that regardless who gives the answers they are going to be the same ones that Drew has passed on to us throughout this terribly unfortunate episode. It isn't going to matter if it's the President of EIG who last I checked was out of the country and probably has no idea what's going on anyway or if it's Drew who IS part of the management team, the answers will be the same. It is what it is and we either have to ride it out or look elsewhere for hosting. I'm riding.

I think that if you have things you want to say that might not be acceptable in here that perhaps you  start a blog or something to air your views? I read the post and I get why it was pulled. You don't go to another person's party and invite all the guests to ban together and go elsewhere. Not kosher.

Hang in there David.
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David4214

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Hi Susan,

What is your job title may I ask and do you represent Homestead? Throughout this very unfortunate event not one person from Homestead with any high level of authority has responded to any inquiries. I would think that Homestead would take what is happening here with a great amount of sincere concern. My earlier post were merely words every customer of Homestead is thinking. Allot of us small time business owners have lost income due to what I define as negligence. It's very difficult to remain optimistic with each passing day. With the severity of the situation I believe someone from Homestead corporate offices should reach out to the president of EIG before he returns and his companies stock has plunged and his customers are in the wind. This situation most especially at this time of year when e-commerce is important was very poorly planned. With no word as to how long this migration will take is really the most significant issue. I believe allot of people would be understanding if they were updated and kept informed. This is most assuredly a holiday season many people soon want to forget, when it should be one of joy. Very difficult to be joyful when your business is suffering and it's out of your hands to correct the situation. Two weeks ago people were told that it was just a matter of days. Those days have now become weeks. I truly hope those weeks don't become months.

Regards,

David Lavoie
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susan2829, Champion

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Glad you responded back David. No, I'm not a Homestead employee. I have however been involved with Homestead since its infancy - long story and I posted part of it somewhere in here, but can't remember what thread it was on. Back in the near beginning Homestead didn't really have a Forum so I started one with Justin Kitch's blessing, www.homesteadconnectionforum.com I also have a site that was built to help desktop users understand and utilize SiteBuilder. That's the very short version. My association with Homestead has deep roots, lots of time, money and many web sites.

I haven't been able to access the sites in my own account for over a month. Fortunately there have been few hiccups for my clients. So I'm not unaffected by this transition. But I think that calling for some 'higher authority' to address it is like beating a dead horse. It isn't going to matter who addresses our issues, the answers are going to be the same. I well understand the need to vent, every single person affected by this has lost a great deal and as you said, it has definitely taken the joy out of the holidays for a lot of people.

"With no word as to how long this migration will take is really the most significant issue."  Have you ever done a remodeling project? If so you probably know that nothing ever goes as planned and you really have no idea how long it will take until the last nail is hammered in or the last coat of paint is on. That's what the engineers are dealing with - things come up that affect the move forward and they have to deal with that and so on and so forth. They would be out of their minds to give us an absolute date, because we all know that stuff happens. They have given us approximates and for now I think that will just have to do. This is the latest update which indicates to me that they are close.

Update: Late last month we began a migration of our systems to a new data center that will ultimately enhance our platform and the services we provide to you. As the migration continues, you may continue to experience some sporadic performance issues. Should you encounter any problems, please remember to reach out to our customer care team at 800-710-1998 to alert us of any issues. We apologize for any inconvenience and appreciate your patience as we complete the final steps to this migration.

David I am by no means taking any of this lightly - it sickens me knowing that there are dozens and dozens of fellow Homesteaders who have been hurt by this and I hope that Homestead will do right by them at the end of the day.

Best Regards and please have a Merry Christmas,
Susan
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David4214

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Susan-

No need to address the issue of what the "engineers "are dealing with. My background is in Electronics Technology as well as Computer Engineering. This dire situation should not be equated to a " remodeling project". It is effecting people's livelihood and most assuredly their families as well. I begin to wonder what Homestead defines as "ultimately enhanced platform". i would like to meet the individual (s) who decided upon doing this at this time. A very poor decision and no regard for their customers or their businesses. Most likely after this is all said and done Homestead will raise their rates to offset the cost of losing customers who are fed up with the way they have been ill treated. This is a major disruption of service and I don't think Homestead really understands the ramifications of it. I have paid money to have web traffic increased to my website. Not only is my investment lost, but traffic has been effected by all of this. After all is said and done will it have been worth it? That remains to be seen.

Happy Holidays!

David
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Drew N, Alum

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David4214,

I can assure you that we are acutely aware of the affect that this has had on some of you. We know that our success depends on your success, and we are doing everything we can to improve our platforms so that we can improve all services as quickly as possible. I get that you are frustrated, as are we, but this will be a positive step for Homestead in the long run. We are truly sorry for the problems you are currently experiencing.

Drew
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david2937

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How about at minimum a refund of our payments because we are not receiving what we paid for? 
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Drew N, Alum

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Hi david2937,

I have stated several times before that we are happy to discuss this with you, but for privacy reasons we must keep it private. Once we have resolved the issues, then please call, chat, or create a private conversation here and we will discuss your billing.

Drew
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John0126

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Well Drew I have a novel thought.  If your truly sorry then compensate your customers for their trouble
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Drew N, Alum

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John0126,

I have said all along that once we have finished, please feel free to call, chat, or open a private conversation here and we will be happy to discuss it with you.

Drew
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david2937

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Once we have finished????? In the meantime, we are not receiving service for weeks with no end? And to remove people's comments because they ruffle your feathers is quite sad indeed. Today's  business world  understands best communication practices require transparency. Effectively telling people to "shut up" by removal of posts is not only poor business practice but downright condescending.  I expect this post to be removed or will you allow people to speak without censorship? 
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Drew N, Alum

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Hi david2937,

I am sorry, but we have clearly posted guidelines. If you would care to read them, I believe you will find that we permit a great deal, but there is a line which if crossed will result in a post removal.

Drew
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John0126

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I completely concur with David.  I too have had posts removed, in fact just yesterday. I assume because my comment was sarcastic regarding the announcing that the phone lines were down.  And although I'm sure Drew disagrees, my sarcasm was well placed as it defined the emotional impact that this migration debacle has caused.  This expresses to readers the depth of the frustration that countless customers are experiencing as they like myself are losing significant revenue not to mention paying for a service that docent work.
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Drew N, Alum

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It is actually very rare that I "remove" a post. It has to be a pretty big violation, however, in times like these, when many customers are creating numerous topics about the same issue, we merge them together. This make it easier to manage and to communicate with just one topic. Unfortunately, the community software only displays the original post in the topic to which it is merged.

I understand frustration and know the impact this has had. I try very hard not to remove posts, but sometimes it is necessary in order that those that are not being affected by whatever issue is occurring still feel comfortable coming here to a friendly and helpful environment to receive answers to their inquiries. I assure you that I very carefully consider any post removal before it is done, unless it contains profanity(removed immediately).

I hope you understand

Drew
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david2937

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Very rare-- multiple posts being removed daily is rare? The problem here is one of communication. Please understand the words you use-- rare is not accurate depiction of your actions.  There is a Fortune 500 company out there that is transparent on their Facebook page- they allow all complaints to stay posted and a team responds--- they are not afraid of confrontation-- and guess what? This company is doing exceptionally well and their handling of customer service is becoming legendary. Drew, you are handling complaints by deleting them-- this is extremely poor customer service. By the way-- every post removed shows in my email feed, regardless if it is one of my posts-- so I see all the ones you are removing daily as does everyone else on this thread-- so your IT is also suspect. By the way, there is nothing in this post that should warrant removal-- I did not mention the name of any company but kept it anonymous as an example such as in a business case study to illustrate a point. Let's see if you remove this. 
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David4214

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Drew-

I am the member who wrote the post and you removed it. Let me be clear the only reason you removed my comments was the fact that I mentioned Homestead's competition by name and inviting other members who are just as upset as I am to perhaps look into taking our business elsewhere. Allot of folks have been seriously hurt by all of this. It is truly sad that the very people you work for do not see the big picture nor do they really care about the utter disaster they have caused. The customers of Homestead have heard for weeks that this migration's end is near It has been nothing further from the truth. I'm quite certain that although you state you " carefully consider a post for removal" you removed mine without hesitation or thought. 
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Drew N, Alum

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You are correct about the reason the post was removed, but not simply because you mentioned the competition, but because we do not allow the promotion of any business in this community. Even our customers, if you read the guidelines. This is not a place for advertising. You may ask others to review your site, but that is it. And for that reason I did remove your post.

Drew
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John0126

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I'll tell you what I really would like to know Drew. What is the leadership of the company discussing regarding setting things right with the countless numbers of customers that have been significantly and monetarily hurt by all of this? This migration has affected far too many people negatively to simply take this question as a one-on-one billing complaint.
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John0126

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Am I to assume that my question will go unanswered and unaddressed?
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Drew N, Alum

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John0126,

I will not ignore your posts. I would not be included in a meeting such as you describe. If those meetings are being held, then upon conclusion,  I will be notified of the course of action and would post the appropriate update to give you the information. This would be sometime after the migration has fully completed.

Until I hear differently, I will be able to handle private one on one questions only.

Drew
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david2937

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I think Homestead needs a Communications Specialist who can handle all of this properly and take care of the customers. 

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