Key enhancements for our customers
Category: Aplus.Net
Our customers mean the world to us and we sincerely want to play a part in your professional success by offering products and services that really help your business thrive online. Many of you likely have heard about the coming platform upgrade. This upgrade is an essential move to support the exciting new products and services we have set for upcoming release (email marketing, online collaboration, SEO tools – to give just a few hints!). Other key benefits of the upgrade to the new platform include increased service reliability and performance along with enhanced technical support and billing options.
Rest assured, your account and control panel functionality will be protected during the upgrade – you’ll actually notice a few new tools to check out such as EasySiteWizard Pro, a DIY site design tool, and File Restore, an essential application to protect your site content when making updates. We’ve also enhanced a few key products like the Image Editor, adding more features to customize the images you post on your site.
Look for future email notices about your service upgrade dates. You’ll also receive updates throughout the process so you can stay informed about your account status and access to the new services. If you have any questions or feedback, post a comment below, call 1-866-993-0373, or email support@cs.aplus.net. Also visit http://faq.aplus.net/ for answers to key questions about the upgrade.
We look forward to your feedback!
Sincerely,
Aplus.net
I am very enthousiastic with the upgrade, please keep me informed, your information is quite valuable
Thank you for your positive feedback on the upgrade.
My account and control panel functionality have NOT been protected as described in the first sentence above! In fact, a high priority ticket was created which SHOULD have resulted in some kind of feedback within a 48 hour period (as explained by the support professional that I spoke with), and I haven’t heard a thing for about 4 DAYS NOW??????????????????
My video service has not been available to my paying customers for about a week now.
I have to be honest here. I haven’t received even one email keeping me posted about any of the details regarding this “upgrade”. I’m on hold with support as I’m typing this. Still waiting… 20 minutes and holding.
Prior to this upgrade, I had zero complaints. I have to say that you guys have really dropped the ball on this one!
Jeff - Sorry for the inconvenience. I’ve escalated your concern. We will get this resolved for you.
My own experience with the upgrade was very upset. It is a disaster.
My Java servlet is still down since October 5. My business depends on that servlet.
I had submitted ticket after ticket, and chatting for hours with your support team without result.
Before the upgrade, I had zero problems, but now I am thinking in moving my business to other company
Jose - I’ve sent this to the management team. Our escalations manager is looking into this. You should have an update later today.
Since the “upgrade” the high standard of support I used to receive from aplus.net has no longer being provided - just look at the open tickets on my plan and how they are (not) being responded too! Tickets are being closed without the ’support’ person actually reading the issue in the ticket or documenting the resolution on the ticket system.
I asked for the opportunity to test the new platform before the upgrade but was not given the opportunity. As a result my sites suffered a week of downtime in which I may have lost vital traffic, and now are partially functional due to my efforts and without any support from aplus.net.
The upgrade has basically been a huge waste of my time and resources, and the support since the upgrade has been dreadful.
I no longer have any confidence in aplus.net’s ability to support my needs and am considering moving my hosting to another provider.
Most disappointed.
Matt
Matt - I apologize for your negative experience and am positive that we can prove ourselves to you again. Please email me at marketing@aplus.net with the email address or domain name associated with the account and I will have our escalations manager personally review the account.
Hi there, I’m trying to update my site’s link to the new e-mail login page and am having lots of trouble getting the right link. I can access all my e-mail accounts from within the aplus control panel, but everytime I think I’ve got the right link loaded into my site for my other users, the page comes up blank. Can you please e-mail me the correct link to direct my users to so they can log in to their e-mail accounts?
I really love the new functionality of the e-mail service and want to make sure all my users are able to access it. Thanks a lot for your help!
Hi Tammy - I’ll get this to you very shortly.
I have a couple of site with you guys several years with no problems until now. One site has been “upgraded” and the other is scheduled to be upgraded the 13th of November. I can’t upload any changes to the site that was upgraded the first part of October and I can’t get anyone via chat or email that know anything about it. The email and the help buttons on the file manager don’t work. I’m not a happy customer and I’m having to delay my customers because I can’t get the site updated. Perhaps it’s time to look for another host company seeing that I’m not the only one having problems and I understand the company was sold.
Lois - I’ll get right on this. You should hear from a manager shortly to help you with your problems. Sorry for any inconvenience.
Is the Lime Survey currently being upgraded? I cannot get into my active survey.
Thank you…
Just wanted to say thank you. I called this morning and spoke with a young lady named Terri. She was pleasant and very helpful. She found the problem was with the control panel not saving my uploaded pages and put a ticket in for it to be repaired. She also walked me through the steps for uploading with the new control panel. Although it’s several hours later and I have not heard back from the ticket I did again try to upload to my site and it is working beautifully at this time. I just wanted to convey my gratitude for your assistance Amanda and most importantly for the assistance of Terri.
Thanks for the update Lois.
Our database has been inaccessible since the update. We’ve had a ticket open for over 2 days with no apparent action taken. If I were running a business from my URL, I’d be way more pissed off than I am right now, but the inconvenience is inexcusable. Thumbs down from me.
I used to receive high quality support before the merger. Now, already you have dropped my clients video page which took a week of chatting to handle, and now my site is down. You are costing me business and making me look bad to my clients. I have had several tickets in the past two months. Before the merger or so called upgrade I had zero problems, and zero complaints. Also, a refer a friend has not been credited. I am seriously ready to pack up my clients and my site and move to another company.
A plus? More like a C-
The upgrade totally destroyed the blog on our website. That is to be expected and I would think is normal considering the task that you had in hand. However 2 tickets, 2 phone calls and 2 weeks later the problem is still there, because of total incompetence of your support stuff. They do not have basic understanding of the web environment, the term IIS or web server means nothing to them, and they suppose to be the ASP.NET technical support. I just do not understand it… I was your customer for 8 years, will switch
Dear Amanda,
Feedback on upgrade?
1. The announcement said “no disruption” to email. Ours was out most of a week.
2. Scans still not working, a week later (6 Nov 2009).
Email and scanning are both vital to our business. We have no choice to look for better service.
Incidentally, requests for support left on Chat/support remain ignored.
Dissatisfied and disenchanted,
Loren Johnson, Manager
The upgraded (downgraded) email program:
1. Can’t export or import addresses.
2. Old program had addresses as such . New one added same making it <>. That didn’t work, so you couldn’t send the email.
3. Preferences just plain stinks! There basically aren’t any preferences.
4. Doesn’t show the time of the email except for TODAY.
5. No way to view the routing details.
Many more gripes - too numerous to mention.
Biggest gripe is that they cannot handle Front Page issues. The new guys suggested downloading the new “harmonized” pages from the server and then working from them from now on. I did that and there went my borders and, thus, the menus. Three times they have restored the borders and three times they went away as soon as I uploaded any changes. Now, they are saying they can’t do any more about it because they’ve done it three times already.
They did the wrong thing three times. Therefore, it must be my fault.
Does anybody have any suggestions for a good web hosting company?
Definitely a C-