9.2 install - joomla problem

[lewism]

I am so confused with your company.
You asked me to send access information which I sent again last night.
I sent a nice document with all information needed, IP allowed, temp IP assigned to dev server, passwords to get into ssh, into joomla, into FC admin, paths to FC, to joomla, etc etc.

I sent a very clear message with all of the information possible. This morning, I get into work anxiously hoping to see a simple message that tells me it is fixed but instead I find TWO messages asking me for access again.

And you wonder why I am angry?

[lewism]

Now it is almost 9:30am, I have replied to the support tickets asking me for more information. I have also sent copies to Lisa who asked me to contact her directly.

I have been waiting over an hour for someone to contact me back. I told them that I am at my desk, I can help in any way what so ever. Now would be a great time for someone to contact me before you all leave the office again, leaving me hanging for yet another day.

After today, then we will have to wait the whole weekend again.

I very badly hope someone will help me.

Update: I have chatted with sales and asked that Lisa or Steven please take a look again as I have replied to the tickets.
I was told that you have another long weekend coming up which means we'll be down for yet more days if someone doesn't contact us before your day is out.

I asked if someone could PLEASE check the tickets again as I have sent more information and am hoping to avoid this going on for yet more days.

[lewism]

Edited because it's not worth posting this amount of frustration.

[lewism]

Waiting to see how things will end today.

Update: I spent the entire day trying to make sure I was available for support in case they needed anything from me.
I repeatedly said that if I received an email, that I would reply instantly so that the support person could keep working.

But nope, as always, each time support sent something, I replied instantly only to have to wait between 2 to 4 hours at a time before someone again contacted me. Each time, I had to push and push and beg and beg that someone please get back on this so that we would not be down all weekend.

I admit that when things are good, they are very good, support is helpful, even if not very timely pretty much consistently.
As a customer, all I want is that something I paid for be supported as it is supposed to be. Getting excuses such as being busy with other customers is the worst possible thing you can tell a customer that has already been waiting to get help and is wasting his/her day trying to make themselves available for you so that any problems can be fixed.

It finally was fixed, if you want to call it that. There seems to be some sort of mechanism where the chat server needs to communicate home in order for the license to function. The support person seemed to have hard coded the temporary IP I gave them to access the server with as part of the license so then it stopped working as soon as I made the server live on it's proper IP.

This makes me VERY nervous because it seems to imply that if topccm shut it's doors, my software would become useless. Or, if they decided that they didn't want to support me for any reason, that they could shut down my software at any time. I don't like that at all.

After spending the entire day on this nonsense, I was told that it is a long weekend coming in China. One person told me no one would be available to help from shift end until everyone returned. Walt told me someone could help me the next day if I needed help.

Within an hour of the 'fix' being completed, the server went down again because of the change of IP I mentioned above. I found that I actually had a database access problem because of the change of IP but had sent an email to support.
The next day, I got an email back from support telling me that there was very limited support during the Chinese holiday ends.
That is so hard for me to understand coming from a country where customers always come before anything else, at all. Support is usually always made available, even if limited but fully able to resolve ANY problems.

This was the first time I have purchased software from China and is absolutely the last time and I will never suggest that anyone else ever make the same mistake. However, I will also add that if things changed for the better and that I would not be so frustrated so constantly by topcmm, I would reconsider that as well. I am after all, a quite flexible person.

Anyhow, for anyone who gives a sxxx, that's the story.