Jim and I spoke on the phone and while we have agreed to disagree on who is at fault here - I wanted to make a thread exposing the details. The bottom line is we are both very busy people and have both overlooked important things that would have made this whole event a non-issue.
Mistakes were made on both of our ends, and TechieMedia has had a solid history of quality service which many will attest to. I want to be clear that in my 7 years with them I have had little to no issues and this is the only real issue from my perspective.
The point of this post is to provide some clarity so everyone understands TechieMedia is not swear-worthy as I made them out to be in my initial thread. Here is the sequence of events, in which mistakes are pointed out. I have requested to have the other thread deleted. Take it how you will:
On January 28th at 3:05pm I issued a ticket asking them about moving over to MOJO. I specifically said:
Quote:
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Hello, I would like to move all of my domains/content/databases etc. of the following domains to MOJO: xxxxxx.COM xxxxx.com xxxxx.com The rest of the domains can be deleted. I would like to coordinate a move from this hosting account to MOJO and close this account afterward. Can you please provide root SSH access for MOJO and also tell me what you need from me in order to help facilitate this move? Thank you, Justin
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Important point here: I said "
I would like to coordinate a move from this hosting account to MOJO and close this account afterward."
It is my opinion that nothing more needs to be said regarding WHEN the account would be closed - it is simply to be done after everything has been moved over.
Immediately after this ticket, my support account was closed and FTP access was turned off. I want to point out one of my flaws is I do not know much about server admin. I had copied and pasted Mojo's request for SSH Access, not realizing this was a no-no for a virtual account. Wayne and Jim made the decision that I might have been hacked or was pulling something funny so they closed the support account & FTP Access.
Instead of informing why they did this, Wayne simply wrote:
Quote:
January 28, 2010, 3:10 pm by wayne
Email Sent:
FTP only for virtual, sorry.
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I immediately called support, and it turns out I was speaking to Jim. He explained that what I was asking for compromised the safety of his other clients and I apologized. He tried to convince me to stay but I was pretty irritated that no communication was occurring. During the phone call my support account & FTP were restored. I thought the issue was closed and now I was waiting on MOJO's reply of what they needed instead of SSH Access.
In the meantime, Jim updated the support ticket with the following information:
Quote:
January 28, 2010, 3:13 pm by jim
Email Sent:
Justin we only give ftp access to virtual accounts. I will have billing turn off your account on midnight the last day of the month. Not sure why you would be leaving after all these years with 100% uptime and all for 14.95 ??
Jim
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I made a HUGE mistake in overlooking this response and I ADMIT if I had seen this it would have changed things entirely. I MADE THE MISTAKE here of overlooking this. I didn't see this until it was pointed out to me today.
As we do, things came up, I got busy and put the move on the backburner. I 100% did not think I was on a timeline with Techiemedia and that my first support ticket letting them know I did not want the account closed until everything was moved to Mojo was good enough.
Come to find out last night all of my sites are gone. I put in a support ticket and this is how Wayne responded:
Quote:
February 3, 2010, 9:15 am by wayne
Email Sent:
Sorry. All data was deleted and DNS records removed. We do not have it on backup.
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I then tried to login to support again and the system said my account has been removed (neither Jim nor I know why this is, it could be a user error for all I know).
I emailed Wayne back and asked WHY they would do something like that and also said he had 15 minutes to let me know if there was actually a backup and if not, i was going to GFY; to which I got no reply. So I posted.
Jim states that they called two different phone numbers on my file. Of course they wouldn't work - I just moved to a new state. But I'm not that hard to find, and he has my email address and (I thought) ICQ. It is my opinion that they should have tried harder to confirm I was ready to go, yet i still maintain nothing more needs to be said aside from my original support ticket: "
I would like to coordinate a move from this hosting account to MOJO and close this account afterward."
So, to summarize:
1.) Wayne could have been a shit-ton more helpful in communicating things to me, the customer.
2.) I should have looked at every single support reply from TechieMedia, and I would have seen where they gave me a timeline.
3.) They could have tried other avenues of contacting me when they realized my phone number was an old one.
4.) I could have contacted them and let them know I had this on the backburner instead of assuming my initial support request was enough.
5.) Finally, I really should have picked up the phone today and called Jim and looked at Wayne as someone who is just being rude and trying to get a rise out of me by telling me everything was gone.
I feel like we both screwed up and I apologize to TechieMedia and Jim for my side of mistakes. I don't care if they apologize or not. How the community perceives them means much, much more than how the community perceives me.
There actually is a backup - and we are working on the transition now.
I drug GFY into this and so GFY deserves the complete details, I know this was kind of a book but important for the integrity of the situation.
Thank you