1 reply to this topic

[IronMac]

Hi all,

On Sunday morning, I did a bonehead thing and upgraded my g/f's Zen Cart installation though Fantastico. The ONLY smart thing I did do was to do a full backup minutes before. Of course, it turned into a disaster with the site looking like a fresh install of ZC but the products are all there.

I tried twice to send in a ticket asking ASO to run the full backup but their system simply hung on me. My g/f sent in her own ticket and got a reply and she sent in the location of the full backup on her site. Today, she receives a notice saying that because they haven't heard from her they are going to assume that everything is ok and have closed her ticket. WHAT?!

She's only emailed them four times since Sunday and this morning! She's emailed them back and this time around she's got an auto-reply.

I can't shake the idea that tech support is starting to falter here at ASO based upon this experience and the increasing number of other cases I am seeing on the forum.

Right now, just praying that ASO can run the backup and put everything back to where it was.  

[IronMac]

All is well...ASO ran the backup on Wednesday.  Whew!

I am concerned, though, at how email messages between ASO and clients don't seem to be answered or don't seem to make it.