Staff fixes problems, but disregards anything else on your domain.

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Viewing 10 posts - 1 through 10 (of 10 total)
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  • sbreame Friend
    March 19, 2013 at 7:24 am #185976

    I had a problem with installing a quick start for one of the templates and it required a member of staff to log into my domain to fix the issue. Now, in the thread regarding the issue, I specifically stated multiple times that I want to KEEP the forums that were part of my site.

    I am currently working on my site and made a link to the forums and alas, it gives a 404 error. Upon typing the URL to the forums directly and checking with FTP, my forums are completely gone. I am currently uploading a somewhat old back up in the slim hope that it will be restored.

    I have logged into my domain control panel to find that the past 9 months of statistics are now gone too.

    No backup was made, no confirmation that I may lose the forum/other databases so I can do back ups myself. Just a “Hey, I fixed your problem, but you lost a crucial part of your site!”

    >:(

    sbreame Friend
    March 19, 2013 at 7:50 am #486979

    Upload complete. Forums are fine. Am just thankful I had a back up of them… but may have lost members as this is a fairly old back up. Sheesh.

    TomC Moderator
    March 19, 2013 at 5:43 pm #487062

    Not sure I understand at what stage the problem occurred . . .

    Are you saying that you went to install a template via the quickstart installation method/process, and THAT was when you lost data? Do you think you accidentally identify – and then overwrite – one of your existing databases during the process?

    I’m not certain how you (or one of our JA Support Staff) could have lost such data as a result of installing a template – be it via quickstart or otherwise.

    :confused:

    sbreame Friend
    March 20, 2013 at 1:01 am #487106

    <em>@TomC 365234 wrote:</em><blockquote>Not sure I understand at what stage the problem occurred . . .

    Are you saying that you went to install a template via the quickstart installation method/process, and THAT was when you lost data? Do you think you accidentally identify – and then overwrite – one of your existing databases during the process?

    I’m not certain how you (or one of our JA Support Staff) could have lost such data as a result of installing a template – be it via quickstart or otherwise.

    :confused:</blockquote>

    Sorry, should of been more clear. I couldn’t figure out the problem so one of the staff logged into my accounts to solve the issue, at the moment that the staff member logged in to solve the issue, the forums were gone and so was past statistics.

    Anonymous Moderator
    March 20, 2013 at 2:37 am #487117

    Dear Sheesh,

    I understand your frustration on losing the database. Luckily, everything seems fine now.

    I confirmed with Saguaros, our support staff, who created new database for installing quickstart package. He did not delete any database, he just deleted joomla files from FTP and re-uploaded the qs package. Your old database was not touched.

    I have also checked and could see that two of you had discussed about the forums the site before at http://www.joomlart.com/forums/topic/forever-loading-installation-2/

    We never delete anything without confirmation. The main objectives of our customer service is to help/support clients and we have no reason to harm interests of our members.

    Let me know if there is anything i can do for you.

    Regards

    sbreame Friend
    March 20, 2013 at 12:46 pm #487220

    <em>@JA Developer 365304 wrote:</em><blockquote>Dear Sheesh,

    I understand your frustration on losing the database. Luckily, everything seems fine now.

    I confirmed with Saguaros, our support staff, who created new database for installing quickstart package. He did not delete any database, he just deleted joomla files from FTP and re-uploaded the qs package. Your old database was not touched.

    I have also checked and could see that two of you had discussed about the forums the site before at http://www.joomlart.com/forums/topic/forever-loading-installation-2/

    We never delete anything without confirmation. The main objectives of our customer service is to help/support clients and we have no reason to harm interests of our members.

    Let me know if there is anything i can do for you.

    Regards</blockquote>

    Who’s sheesh? haha.

    I know that the database was not touched upon re-uploading a back-up of the forums, however, the forums folder on the FTP was gone aswell as the site stats folder. Both that had importance.

    I have also got it confirmed from a moderator of the forums that the forums “vanished” around the same time Saguaros logged into our FTP to fix the problem. I can also confirm that other then yesterday to re-upload an old backup, I have NOT used our FTP since just before Saguaros fixed the problem.

    I would appreciate it more if someone simply took the blame. “We never delete anything without confirmation” My forums, and stats folder was deleted without confirmation.

    Arvind Chauhan Moderator
    March 21, 2013 at 9:55 am #487333

    Hi sbreame,

    Its not the question of taking the blame, I have been through the thread >> http://www.joomlart.com/forums/topic/forever-loading-installation-2/ and

    The first thing Saguaros did wrong was to undertake the quickstart installation himself, when we have quickstart installation service at JA, for which users have to pay $40 per installation. In his enthusiasm to help you out, he ignored the workflow and offered his services for the quickstart installation. JA lost money in that but thats not the question, he wanted to help you out, which I personally appreciate.

    <em>@Saguaros 362484 wrote:</em><blockquote>If possible, Pm me the following info, I shall try to help you install the quickstart:

    – Cpanel info and folder you want to install this quickstart package

    – A new database

    – Username and password of database

    :)</blockquote>

    He asked you about the folder you want to install in, I am not sure what went between you both via PM.. but if you have told him about the stats and forum folder in the folder of installation and he still deleted it.. then its his fault.
    But if you have not specifically told him to take care of stats and forum folder, then its not right to place blame on him.

    He should have asked you to install default Joomla on your site to rule out if the issue was from our quickstart or is server related. If the default Joomla gets installed normally (not using scripts but upload and run installer) but not our quickstart, then we need to check, otherwise you have to take it with your hosting company. Now he did ask you to check the same . He should have stopped there and ask you to take the issue with your hosting company.

    At the same time, I would like to clear that Quickstart installation is no different from Joomla! installation, I also read that you have to upload all the files via FTP, trust me, you should move to other hosting company which offer Cpanel. Then you can unzip the quickstart or joomla package with one click and one would rarely face the file / folder ownership issues. Bottom line, if your server have problem in installing joomla or our quickstart, its a bad server, move to better one’s, installing Joomla is the very basic step and should be always seamless.

    anyways, getting back to your “someone needs to take the blame” – Sure, if the folders got deleted inspite of standing instruction from your side, then yes, staff has to take blame for ignorance on his part and as a measure to make sure this is the first and last of such case I have instructed Saguaros and others, not to go beyond the scope of support to help out users, they are free to guide but not to undertake major file changes on their own.

    Regards

    Arvind

    1 user says Thank You to Arvind Chauhan for this useful post

    1. TomC
    sbreame Friend
    March 21, 2013 at 12:38 pm #487360

    <blockquote> Before I delete the databases. I want to make sure not to delete my forum’s database. There’s one that begins with jml (my guess would be joomla?) and one starting with php (forums are phpbb3, so this one should be the forums?)

    Just want to confirm. </blockquote>

    <blockquote>I did have joomla 2.5 installed before using SimpleScripts that comes with my host, which all installed perfectly fine. I read on here that installing via quickstart folder was the best way to go if you want the template exactly how it is shown in the demo. I deleted every folder I could in the FTP (except for forums and some folders wouldn’t delete, I think they are still tied to the databases) </blockquote>

    Underlined where I mentioned about having joomla installed before and 2 references for the forums.

    I understand and DO appreciate Saguaros going the extra mile and you guys losing $40 for the installation fee. This isn’t feedback to destroy your public image at all. I am very happy with the service so far both with my site and the support, but, this is feedback on a very important subject.

    I did PM him saying I would like it to be installed in the root, but let me ask you something…

    If a folder was in the root that had -nothing- to do with joomla, the risk of conflicting files being non-existant… why would you remove that folder? Even so, if there was a slim chance that it could be the problem, why not let the customer know so they can perform the necessary back ups before they are deleted?

    Let’s just end it here before it escalates into something it shouldn’t be.

    As final thoughts : Other then the mix up, I am happy to be your customer. 🙂

    2 users say Thank You to sbreame for this useful post

    1. JA Developer
    2. Arvind Chauhan
    Arvind Chauhan Moderator
    March 22, 2013 at 10:53 am #487458

    Thanks sbreame,

    Your feedback has been one of the discussed topic in the support team and they all agree that they need to be little more careful, when it comes to handling member’s server / files and they are not to assume that member has taken backup. Instead of deleting they should just move the stuff to other folder.. rename it backup and let the member delete it.

    You must be a really cool guy, I mean the way you handled the whole thing and did not go to war with JA as it would be normal in such mix ups. As a token of appreciation on behalf of Support Team, please accept 3 months of extended membership.

    Its good to have cool members like you.

    Warm regards,

    Arvind

    sbreame Friend
    March 22, 2013 at 12:33 pm #487477

    <em>@drarvindc 365722 wrote:</em><blockquote>Thanks sbreame,

    Your feedback has been one of the discussed topic in the support team and they all agree that they need to be little more careful, when it comes to handling member’s server / files and they are not to assume that member has taken backup. Instead of deleting they should just move the stuff to other folder.. rename it backup and let the member delete it.

    You must be a really cool guy, I mean the way you handled the whole thing and did not go to war with JA as it would be normal in such mix ups. As a token of appreciation on behalf of Support Team, please accept 3 months of extended membership.

    Its good to have cool members like you.

    Warm regards,

    Arvind</blockquote>

    Thank you 🙂 In all honesty the thread was made out of… “the heat of the moment” sort of thing. If the outcome of this and made JA better in any way then it’s a good thing, I think. Even though I felt terrible for landing Saguaros in potential deep water :-[

    Joomla is brand new to me, so am learning more and more as each day passes with the help of staff. Got 2 friends who want websites too so would like to know more about joomla and send them your way 🙂

    Take care guys, much love 😎

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This topic contains 10 replies, has 4 voices, and was last updated by  sbreame 11 years, 7 months ago.

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