Who should fix the problem if there is a SiteBuilder bug?

[acider]

Who should fix the problem if there is a SiteBuilder bug?

a) ResellOne
b) Client

I am asking this question because I was asked to see a resolution to a SiteBuilder bug myself.

[Resellone-Eddie P]

It would depend on the issue involved. However, in spite of the fact that I have already addressed this issue on your other forum post about as well as in an email response you still have the same question I am happy to redress the issue.

Yes, you are correct in that the response given to you did not resolve your problem, however it was not intended to do so, my email to you very clearly stated in the first line that I was attempting to clear up some questions that the technician had asked of me. That was as follows:

"I have someone working on the issue at the moment. I have a few questions that need to be cleared up first."

My intention was to never imply that I was familiar with scripting issues. It was to make sure that the right people where assigned to the task of resolving the issue. This is why I had asked you the questions I did. The technician working on it relayed them to me in order for me to provide him with the information he needed to fix the problem. When it became apparent that the technician was not capable of handling the problem with the SiteBuilder software I got another tech working on it.

If you have any further questions I would be more then happy to field them for you.

[neilhennigan]

Right.. and a month.. maybe 3 months later.. Acider will actually get his very valid, basic issues resolved?

How about this, ResellOne-Eddie - arrange for a refund of every penny your company has accepted from your resellers until you can actually answer basic pre-sales questions, provide very basic support services, receive and respond to Email, and run this place like a legitimate business?

If you're not going to pull it together (overnight), you really need to shut it down. You've become an embarrassment to the entire industry. A hideously bad stain that needs to be cleaned up.

Neil

[Resellone-Eddie P]

Right.. and a month.. maybe 3 months later.. Acider will actually get his very valid, basic issues resolved?

Acider has received the level of support that he requested. Instead of contacting an RS1 rep he went straight to management which of course slows everything down. Once I was able to wrench the issue back from management the response time has improved.

How about this, ResellOne-Eddie - arrange for a refund of every penny your company has accepted from your resellers until you can actually answer basic pre-sales questions, provide very basic support services, receive and respond to Email, and run this place like a legitimate business?

I am not about to arrange a refund for services rendered. At any point that a client wishes the funds in their accounts can be returned. However, funds that have been used to purchase products are not refundable.

If you're not going to pull it together (overnight), you really need to shut it down. You've become an embarrassment to the entire industry. A hideously bad stain that needs to be cleaned up.

Management is aware of the strain the department is under and steps have been taken recently by the Resellone staff to force the hand of management to provide an adequate response to RS1 client needs. This has only recently been addressed. If you have complaints I would invite you to send as many emails as you feel necessary to notify.management@theplanet.com until you feel your complaints have been satisfied. Please make sure to include your Resellone user name in the email. I understand that you have not yet purchased any products or even sent in your contract, however I am sure that they would want to correct any issues that you feel warrant scrutiny in order to attract your business.

[acider]

Yes I went straight to contacting everyone because having a simple phone number field to be added to the Ecommerce check out page took you guys forever to complete.

Won't you do the same if you were in my position?

How would you feel if someone from support starts to ask you if you had designed or coded the Ecommerce check out form by yourself? That's after 1 month of wait and zero support because you guys thought that the form was not part of a SiteBuilder component. Hello?? You and your technical team dun even recognised the products you are selling and replied with "that's not our product"!!??

Now Eddie has mentioned about contacting higher management would slow everything down. Is that what your management at ResellOne and ThePlanet do best when addressing clients' problems? Your management do not care about support?

I appreciate that you finally understood my fustrations and had followed up the issue with the guys who have the coding of SiteBuilder. But it really took a long time to get this done. I hope the guys at ResellOne would look at their real problems and resolve them, please!

[Resellone-Eddie P]

I try to avoid management officials in any dealings I have personally. This company is no different then most others. Once management becomes involved everything slows down, because everything becomes decision by committee. The problem is not that no one cares, but rather to many people become involved to get anything done in a timely fashion. It is a matter of too many Chef's spoiling the stew.

I want to clear up some confusion here. The SiteBuilder is our product in the sense that we sell it, however we can make no changes to the coding because it does not belong to us. It belongs to SiteGalore. Any changes that need to be made would have to be made through them. As we do not have an account with SiteGalore we have to go through OpenSRS to get it done.

It would be like purchasing a Dell PC with Windows Vista pre-installed and then contacting Dell to have a feature added to Vista. Yes, the computer package you purchased did come with Vista, but they can't make any changes themselves. Anything like that would have to be routed through Microsoft.

The revelation that OpenSRS was discontinuing the product is why I had mentioned to you in the email about investigating what the possibility of setting up an account with SiteGalore ourselves would be. OpenSRS is discontinuing the product, however we do have a small number of clients that use it.

As far as the resolution of request itself, it well be Monday at the earliest before I have any kind of response to the billing contact info issue.

[neilhennigan]

Acider has received the level of support that he requested. Instead of contacting an RS1 rep he went straight to management which of course slows everything down. Once I was able to wrench the issue back from management the response time has improved.

Oh Please! Acider likely went straight to management because it is IMPOSSIBLE to get service, support or straight answers from you people! He probably thought that maybe.. just MAYBE.. he might get somewhere by doing so.

And listen to yourself! You really expect people to want to conduct business with a company that can get nothing accomplished unless issues are "wrenched back" from management?

Please, get your "management" in here to confirm and explain this NOW! Without any more of ResellOne's backflipping lip service and lies.



I am not about to arrange a refund for services rendered. At any point that a client wishes the funds in their accounts can be returned. However, funds that have been used to purchase products are not refundable.

Get your money back NOW, people!!! Every penny!



Management is aware of the strain the department is under and steps have been taken recently by the Resellone staff to force the hand of management to provide an adequate response to RS1 client needs. This has only recently been addressed. If you have complaints I would invite you to send as many emails as you feel necessary to notify.management@theplanet.com until you feel your complaints have been satisfied. Please make sure to include your Resellone user name in the email.

RECENTLY? Why not a year ago? Why not from the start? I see, you've decided to wait until AFTER every RS1 customer has well and truly had it with your lying, thieving outfit? Only then will you try to fix it?


I understand that you have not yet purchased any products or even sent in your contract, however I am sure that they would want to correct any issues that you feel warrant scrutiny in order to attract your business.

Are you a habitual drug user?

Fine. Let me tell you what you need to do to "attract" my business -

1) Answer EACH AND EVERY question in this thread on your NEXT visit to this forum. By next I mean that you are to answer all questions IMMEDIATELY after reading this, and are not to log out without first having done so. And "I'm checking into it" will NOT fly as an answer.

http : // forums.resellone. net/ showthread.php?t=791


2) Resolve the issue in this thread within a MAXIMUM of 24 hours. How many times have you people said that this was to be (or was) fixed?

http: // forums.resellone. net/ showthread.php?t=793

You are to:

a) Make sure that no Email containing ANY TP or RS1 information is EVER AGAIN sent to ANY one of your resellers customers

and, b) Refund EVERY LAST PENNY paid to you for SSL certificates by each and every RS1 customer who has had one of their customer's certs come up for renewal between the date you first claimed you'd resolve it until the date you actually do.


3) You are to fix the below issue immediately! NO BOUNCED EMAIL! HELPFUL RESPONSES WITHIN A MAXIMUM OF 24 HOURS!

http: //forums.resellone. net/ showthread.php?t=827



In the meantime, I highly recommend that all RS1 users simply place their SSL orders with a company like Servertastic.

[Resellone-Eddie P]

Please, get your "management" in here to confirm and explain this NOW! Without any more of ResellOne's backflipping lip service and lies.

It is not necessary to do so as it is painfully obvious that if you had valid complaints, you would have already contacted them yourself as you do have the email address in order to do so. Just to make sure that you have it again.

notify.management@theplanet.com


Quote:
Originally Posted by Resellone-Eddie P
Management is aware of the strain the department is under and steps have been taken recently by the Resellone staff to force the hand of management to provide an adequate response to RS1 client needs. This has only recently been addressed. If you have complaints I would invite you to send as many emails as you feel necessary to notify.management@theplanet.com until you feel your complaints have been satisfied. Please make sure to include your Resellone user name in the email.

RECENTLY? Why not a year ago? Why not from the start? I see, you've decided to wait until AFTER every RS1 customer has well and truly had it with your lying, thieving outfit? Only then will you try to fix it?

Here is a point that we do actually agree on. We went through a Merger a little over a year ago and the new management felt that the staff size was too large and transfered to all of the ranking RS1 staff members to other departments, then transfered in a new manager who had no experience in reseller services. Again, if you feel this to be a poor move I suggest that you contact the notify management email address provided above.

Are you a habitual drug user?

Everyone else that has operated on this forum, whether they had a problem or not, has been able to do so without making childish personal attacks. You have so repeatedly and without cause. I do however understand that you feel slighted by us in some fashion that can only be addressed in a public fashion. I have provided you a means of contacting our management staff, you have done nothing but complain.

1) Answer EACH AND EVERY question in this thread on your NEXT visit to this forum. By next I mean that you are to answer all questions IMMEDIATELY after reading this, and are not to log out without first having done so. And "I'm checking into it" will NOT fly as an answer.

http : // forums.resellone. net/ showthread.php?t=791

1) Yes the Geotrust Competitive Upgrade is available.

2) This issue has to do with a default configuration issue and had to be dealt with individually in the past. I was informed (incorrectly apparently) that this issue was resolved. I have provided my email address and contact phone number in the thread in order to help facilitate a resolution.

THIS WILL NOT BE RESOLVED IN 24 HOURS!

3) This thread involves the exact same same issue that is being discussed here.

[JamesC]

neilhennigan are you a Resell1 customer?

Now mind you I have not been one of those "ReSell1 is the Best!!" kinda client in the past (all of my post can show that) but I can see some changes comeing about.

Just the fact that the tech's/department personal are now droping in and giveing some insight on what is going on in the background/behind closed doors is a big step. No mind you it could get better and answers could be faster but what I see you here doing is just getting a bit out of hand.

No need to belittle the people here that are trying to open the doors so we can get information.



Get your money back NOW, people!!! Every penny!

In the meantime, I highly recommend that all RS1 users simply place their SSL orders with a company like Servertastic.


If you feel this strong about it then take your own advice and RUN !!! in the mean time I will hang in here and keep pluging away at it till I get the response I am looking for. Personally I do not need a lot from support other then keeping the system running correctly so I can conduct bussiness, tho it would be nice if those emails from TP could be stopped before I start loseing client's (not likely as they do not offer then same service as I do)

Anyways thanks Eddie for the information. :)

[Resellone-Eddie P]

I have made this request in another thread that discusses the SSL email issue directly but if you are still experiencing this problem please email me directly. (epowell@theplanet) I was under the impression that the issue was resolved until I came across a few days ago in the other thread.

There isn't really anything that can be done, to my knowledge, from preventing Geotrust from soliciting the approver email address, but as far as receiving advertising from Resellone/ThePlanet, that's another matter. Unfortunately this has to be dealt with on a case by case basis. Resellers have a battery of emails that they have control over and in order to resolve this we usually need one of the emails to be forwarded to us in order to know which path to take in order to get it taken care of.

And no, neilhennigan is not a Resellone client.

[acider]

Back to the topic of this thread - SiteBuilder Bug that needs to be addressed!

Hi Eddie, I appreciate that you have followed up with the issue so far with me via email. But during these few weeks of contacting ResellOne support, I have the following to announce to you and your management so that you guys may seek to improve on the already lousy ResellOne support!


1) PRODUCT TRAINING

Eddie, from the very start that you reply my email and asked if I coded the SiteBuilder checkout form by myself, shows very much that you do not know your products at all. I asked u to look into the issue and add a contact number field to the Ecommerce checkout page, only to get replies from you and your tech that the SiteBuilder form is not a ResellOne/Tucows product! :confused: OMG OMG

You then suggested to me to try edit the form field by myself. You said "Including that field is more then likely nothing more then simply adding the HTML to the page if you have access to the source code."

Eventually to get the support moving, I had to ask you to speak to SiteGalore because they are the ones who has the codes. You gave me a shock by replying that you do not know who your vendor SiteGalore is.

I ask that the guys at ResellOne including the techs (duh!!!) to know all ResellOne products from head to toe and inside out. In my recent case, I had to push you guys to learn about your products, which was rather disappointing.


2) YOUR MANAGEMENT

If sending emails to your management will slow everything down, then what is the point of having this support channel?

Neilhennigan was right that I contacted your management because there was no one at ResellOne support that recognised the SiteBuilder product, not even your techs. I had to contact your management hoping that someone at a higher level might know something about SiteBuilder. Thus far to this date, I received NO feedbacks from your management regarding the issue.

In future, please have someone who knows absolutely everything about your ResellOne products man the management emails. He/she should be someone who care to reply to emails in order to resolve issues. Not someone who slows everything down or follows up with nothing.


3) PLEASE HAVE MORE MAN POWER TO WORK DURING WEEKENDS

When an email goes out from me on Friday evening, I would have to wait for 2.5 days to get a response from you guys. Please have someone to work during weekends, my web business runs everyday at 24 7. I expect my vendors to do the same to back me up! Please.


4) A SIMPLE SITEBUILDER BUG NEEDS MORE THAN 3 MTHS TO FIX?

Eddie, your latest email to me states that the fix would likely not come until next year. This is not acceptable. Would you waive off the service fees till you guys get the issue resolved?

You might say that that's something beyond your full control because you guys order SiteBuilder through Tucows. With your rather long history of working with Tucows Domain Names, is this how Tucows resolve bugs and issues - by waiting for 3 months before things get done? Could you get a Tucows representative to explain this for us?


5) FURTHER SITEBUILDER BUGS

I found out yesterday that the "Edit Table" button isn't working. Do you guys test products before selling? I feel like I am just like a poduct tester. I do not mind to tell you these bugs I found but provided that your support is fast enough to resolve support issues. Waiting for months to get things done is not very ideal for my business model. I hope you guys stick close to Tucows and SiteGalore to improve on the already good SiteBuilder product.


Sad ResellOne customer.

[Resellone-Eddie P]

Back to the topic of this thread - SiteBuilder Bug that needs to be addressed!


Yes, I think that we got off topic for a while. Going back to the problem with the SiteBuilder program. It's not even really a bug, it's more of an issue with it missing a vital feature. The SSL issue, and any other grievances should be dealt with in their own threads so as to keep everything as organized as possible in order to facilitate the changes necessary.

[Resellone-Eddie P]

1) PRODUCT TRAINING

Eddie, from the very start that you reply my email and asked if I coded the SiteBuilder checkout form by myself, shows very much that you do not know your products at all. I asked u to look into the issue and add a contact number field to the Ecommerce checkout page, only to get replies from you and your tech that the SiteBuilder form is not a ResellOne/Tucows product! :confused: OMG OMG

Acider, I at no point suggested to you that you had coded the SiteBuilder Program, not in my first email to you, nor any other email. Yes, you did ask me to look into the issue for you, which I did, however as soon as you got an answer that you didn’t like you immediately began making things up. I was more concerned with fixing the problem at hand then I was in quibbling about petty errors so I ignored it. Perhaps I should not have.

Here was your first email:

From: G***** K*** [mailto: p****d**@s******.***.**]
Sent: Wednesday, August 22, 2007 3:44 AM
To: support@resellone.net
Cc: domainmanager@resellone.net; support@resellone.net
Subject: Issue with Ecommerce Site Builder
Importance: High

Hi,

My client is current using the Ecommerce Website Builder. During client shopping cart checkout, there's no option to include Buyer's Contact Number as part of the billing information.

Pls see attached screen shot of the issue. Please revert if you could add Contact Number field onto the checkout form.

Regards,
G***** K*****

My response was on the next day and I not only indicated to you that I would look into the matter immediately but also let you know that I did not expect a resolution to come anytime soon. Here is what I had written.

----- Original Message -----
From: Eddie Powell <mailto:domainmanager@resellone.net>
From: G***** K*** [mailto p****d**@s******.***.**]
Sent: Thursday, August 23, 2007 04:32
Subject: RE: Issue with Ecommerce Site Builder

That is strange. The fact that such a glaring error hasn't been noticed by now and the fact that you are the first person to notify us about it is rather odd. I will look into this but as this is a deveolpment issue it may some time before it is resolved. Just wanted to let you know.

The communication between this time period was mostly discussing how long it was taking to get the situation resolved. I do admit that at this point I probably should have reminded you that I had said in the very beginning that it would take a good deal of time, so I do apologize for not repeating myself here. It may have helped keep the situation calm and reasonable. However I did include some of my correspondence with Tucows in the email chain. Here is the email I sent them.

ORIGINAL MESSAGE:
-----------------
From: "Powell, Eddie" <epowell@theplanet.com>
Posted At: 10:23:01.000
09/20/2007 Posted To: premium-support@opensrs.org
Subject: FW: Issue with Ecommerce Site Builder

I'm not sure if you guys ever got back to us on the Site Builder issue
but for some reason there is no means of adding a phone number to the billing contact. There is a screenshot attached and Reseller Login ID is "**********" and the Client's login / username to the SiteBuilder is "**********"

I was responded to by a fellow there named Ross who said this.

-----Original Message-----
From: premium-support@opensrs.org
mailto: p**************@opensrs.org]
Sent: Monday, September 24, 2007 3:06 PM
To: Powell, Eddie
Subject: Re:FW: Issue with Ecommerce Site Builder (#6***-0*****-7***\7******)
Hello Eddie,

My apologies if no one has gotten back to you on this matter. Though it is currently not currently possible to add a phone number to an order, a feature request has been submitted.

Regards,
Ross M

Tucows Inc.
Technical Support Analyst

Reseller Resource Center https://rrc.tucows.com/
Domain Help Center

http://domainhelp.tucows.com/

He did say that a ticket had been opened, but he provided no time from on the issue. I immediately relayed this information to you.

From: "Powell, Eddie" <epowell@theplanet.com>
From: G***** K*** [mailto p****d**@s******.***.**]
Sent: Tuesday, September 25, 2007 12:15
Subject: FW: Re : FW: Issue with Ecommerce Site Builder
(#6932-000756-7945\7567945)

We have received word from OpenSRS that, while it is not currently possible to add a phone number to the order page, a feature request has been submitted for it. I do not have word about when it is expected to come about but I well keep you updated.

I do not to make promises that I am not 100% sure I can keep. If there is any question about the possibility of the issue being uncertain I investigate it. This is the reason why I had asked you questions that have seemingly obvious answers. I want to make absolutely, positively sure that all parties involved are on the same page. Even though you had included a screen shot of the object in question, you have taken actions in the past that I do not understand.

You then suggested to me to try edit the form field by myself. You said "Including that field is more then likely nothing more then simply adding the HTML to the page if you have access to the source code."

No, you have taken what I said out of context, although once I looked back at the actual message I sent, I did realize that I could have been a bit more clear. I was specifically talking about the checkout system you were using, I relayed questions that a tech asked me to deliver to you.

Here is the email I sent you.

----- Original Message -----
From: Powell, Eddie
From: G***** K*** [mailto: p****d**@s******.***.**]
Sent: Saturday, September 22, 2007 04:22
Subject: RE: Issue with Ecommerce Site Builder

I have someone working on the issue at the moment. I have a few questions that need to be cleared up first.

The checkout page you are useing. Did you develop this page as part of your own system or are you useing a checkout script from a third party party provider. Including that field is more then likely nothing more then simply adding the HTML to the page if you have access to the source code.

t***************.com is your clients website or yours?

Whoever created that script can make the change. The tech I spoke to said that he did not have the ability to advise on the web page because it wasn't a Tucows product.

When you get back to me I might have some more questions for you.

Notice how I had said that "The tech I spoke to said that he did not have the ability to advise on the web page because it wasn't a Tucows product." This was something that I did not know, however, not knowing who originally designed a feature, but attempting to help you get to the bottom of the problem anyway, after I had already told you that a resolution was a good deal of time away is not the same thing as intentionally misleading or lying to you. In fact it is the exact opposite. I was honest about the problem we faced and went far beyond what I am required to do in this matter because, believe it or not, I do think that it needs to be addressed and resolved as soon as possible.

Eventually to get the support moving, I had to ask you to speak to SiteGalore because they are the ones who has the codes. You gave me a shock by replying that you do not know who your vendor SiteGalore is.

This is a somewhat muddy issue. As I had said previously, I was under the mistaken impression that the SiteBuilder system was designed by Tucows. Of course once I began looking into the problem myself I learned otherwise, however even though SiteGalore designed the SiteBuilder system does not mean that they are our vendor. We do not have a direct relationship with them and we deal with the company indirectly through an intermediately. We have never had any issues with the SiteBuilder system before because very few people use it. As such we haven’t had much to deal with the product in terms of support. I know that saying this well probably incite the unholy rage of neilhennigan, however Neil, you do have the notify.management@theplanet.com email address that you can contact if you wish to demand of the company to have me fired.

I ask that the guys at ResellOne including the techs (duh!!!) to know all ResellOne products from head to toe and inside out. In my recent case, I had to push you guys to learn about your products, which was rather disappointing.

At no point have you ever been told that SiteBuilder system was supported. I understand your frustration at what is a seemingly simple fix. However as I have said previously, the problem is probably not much more complicated then adding a few lines of text to the source code by whoever has access to it. What I have done though is repeatedly remind you that you have been told that it would take some time to resolve. Telling your client that you well have a resolution soon, when we have told you the exact opposite is not going to speed the process up in the slightest little bit neither is demanding that we do what we have already told you that we cannot do.

[Resellone-Eddie P]

2) YOUR MANAGEMENT

If sending emails to your management will slow everything down, then what is the point of having this support channel?

So as to allow management the ability to receive customer feedback and make changes to policy accordingly. As I have said before, management has taken a more proactive stance towards the Resellone project recently. There have already changes made on a structural level allowing for greater freedom in addressing customer concerns.

Neilhennigan was right that I contacted your management because there was no one at ResellOne support that recognised the SiteBuilder product, not even your techs. I had to contact your management hoping that someone at a higher level might know something about SiteBuilder. Thus far to this date, I received NO feedbacks from your management regarding the issue.

Actually neilhennigan never said that. Here is what he said.

Oh Please! Acider likely went straight to management because it is IMPOSSIBLE to get service, support or straight answers from you people! He probably thought that maybe.. just MAYBE.. he might get somewhere by doing so.

What he is saying here has nothing to do with the SiteBuilder project, but rather the level of support. He says that it is impossible to get service or straight answers from us. He also calls us liars. Of course he had not been included in the email chain between you and I so he would have no reason to suspect that we had in fact told you in the very beginning that this issue was not going to be resolved quickly. His commentary due to its caustic and divisive tone is largely pointless because the aggression in his post is an obvious indication of nothing more then a forum troll looking for a fight. His account is filled with fake contact information and he makes posts naming other companies to go too. It doesn’t take a genius to figure out that he is doing nothing more then attempting to fan the flames of a fire and then advertising for other companies on our forum.

In future, please have someone who knows absolutely everything about your ResellOne products man the management emails. He/she should be someone who care to reply to emails in order to resolve issues. Not someone who slows everything down or follows up with nothing.

There are three people that currently handle those emails, Aamir, Rachel and myself, however, higher then Aamir there is no one in the company that knows the system better then we do although you do have Rick Greers email address and he is Aamirs direct supervisor. The notify management email address goes out to the head of every department in the company. The reason why everything slowed down so much when you had sent in the emails concerning losing the domain name because of the domain tasting issue was because they were legitimately concerned that the Resellone staff had made an error, however when it was shown how the error would have been easily avoided had you simply used the reseller system you had already signed up for and yet to use it was realized that the issue did not carry the same weight as it had first appeared too.

I would like to point out to those of you reading this thread, that Acider was able to recover that particular domain name.

[Resellone-Eddie P]

3) PLEASE HAVE MORE MAN POWER TO WORK DURING WEEKENDS

When an email goes out from me on Friday evening, I would have to wait for 2.5 days to get a response from you guys. Please have someone to work during weekends, my web business runs everyday at 24 7. I expect my vendors to do the same to back me up! Please.

This is something that we have attempted to clear up with management, the need for additional staff. I whole heartedly agree with you on the need for additional people, however we do have at least one person here on the weekends. The hours are a bit more restricted but we are here. You can reach us by phone, email or chat. In order to get someone on the phone or on chat you would have to call into The Planet or into their chat support system and request to be transferred. Support hours are between 11-4 CST on Saturday and Sunday. There is usually someone here beyond those hours however.


4) A SIMPLE SITEBUILDER BUG NEEDS MORE THAN 3 MTHS TO FIX?

Eddie, your latest email to me states that the fix would likely not come until next year. This is not acceptable. Would you waive off the service fees till you guys get the issue resolved?

No, we well not waive off the fee. If this is not acceptable, you do not have to use the SiteBuilder system available through Resellone. I have had the Tucows support staff open up a feature ticket with SiteGalore and I have been completely open and honest at all times about the likelihood of getting a quick fix to the problem at hand. Once again, the issue well not be resolved anytime soon. It well likely not be dealt with until next year. Had we misrepresented the case and told you that we would have the situation resolved with any degree of celerity at all I could understand you being upset, however this is not the case. There is no cause to be upset with this company over this issue. If the product is not to your liking don’t use it. I have said that I would look into the possibility of finding out what would be necessary to deal directly with SiteGalore over this but unfortunately this is a decision that I HAVE to run by management. I do not have the clearance to engage in contract negotiations or offer new products, I can only provide research on the issue and assist customers in relaying their desires in the product to management.

As to how far along that discussion has come, it has not gone very far. In order to make a case of carrying the SiteGalore Site Builder research on competing products has to be done and a comparison made between them. This request is still in its infancy.

You might say that that's something beyond your full control because you guys order SiteBuilder through Tucows. With your rather long history of working with Tucows Domain Names, is this how Tucows resolve bugs and issues - by waiting for 3 months before things get done? Could you get a Tucows representative to explain this for us?

We have had problems with Tucows support requests being somewhat slow in the past but changes in the means of relating that information to them has seemed to be effective in reducing wait time in the resolution of those conflicts. Now issues are resolved much quicker then they were in the past, in spite of this we are always looking for better ways to handle communications between our customer base, our management and our vendors.

Asking for the Tucows perspective on this is an interesting question and I well look into getting something from them about that.

5) FURTHER SITEBUILDER BUGS

I found out yesterday that the "Edit Table" button isn't working. Do you guys test products before selling? I feel like I am just like a poduct tester. I do not mind to tell you these bugs I found but provided that your support is fast enough to resolve support issues. Waiting for months to get things done is not very ideal for my business model. I hope you guys stick close to Tucows and SiteGalore to improve on the already good SiteBuilder product.

Thank you for your notification about this issue. Again, I can make no promises about the speed at which the matter will be resolved, however I expect that it would be dealt with quicker then adding the Billing Contact phone number to the SiteBuilder. The reason is because the first problem has to do with adding something (no matter how small of a change it is) new to the system that is not already there, this issue however deals with a malfunctioning part in an existing system.

[acider]

Acider, I at no point suggested to you that you had coded the SiteBuilder Program, not in my first email to you, nor any other email.

Hi Eddie, do you know why I said you did not recognise your product? Read the following emails clearly of what you wrote. The form is a part of SiteBuilder. You should not have replied me and asked if I had the codes - why would I have the SiteBuilder source codes in the first place? You should not have asked if I made the form myself - I asked for support to add a phone field on the SiteBuilder Ecommerce checkout page. Plus, you should not have mentioned that it was not a Tucows product. The SiteBuilder that I subscribed from you guys monthly IS your (ResellOne / Tucows / SiteGalore) product!

----- Original Message -----
From: Powell, Eddie
Sent: Saturday, September 22, 2007 04:22
Subject: RE: Issue with Ecommerce Site Builder

I have someone working on the issue at the moment. I have a few questions that need to be cleared up first.

The checkout page you are useing. Did you develop this page as part of your own system or are you useing a checkout script from a third party party provider. Including that field is more then likely nothing more then simply adding the HTML to the page if you have access to the source code.

xxxxxxxx.com is your clients website or yours?

Whoever created that script can make the change. The tech I spoke to said that he did not have the ability to advise on the web page because it wasn't a Tucows product.

When you get back to me I might have some more questions for you.


Yes, you did ask me to look into the issue for you, which I did, however as soon as you got an answer that you didn’t like you immediately began making things up.

What things did I make up?? I send an email to your management because I needed more help from people who know about SiteBuilder.

This whole issue has taken us a lot of time. Heck it, I decide to give up.

[Resellone-Eddie P]

do you know why I said you did not recognise your product?

Yes, because I failed to clearly explain the questions I was to deliver to you, and for that I apologize once again, however you still insist that I asked you for the source code in this question, which does not appear in the email message that you have provided as proof I. Unless of course you deleted the offending evidence.

I have someone working on the issue at the moment. I have a few questions that need to be cleared up first.

The checkout page you are useing. Did you develop this page as part of your own system or are you useing a checkout script from a third party party provider. Including that field is more then likely nothing more then simply adding the HTML to the page if you have access to the source code.

This is a valid question. Many Resellers use third party billing system. ModernBill and Platypus being the ones I am most familiar with however it stands to reason that there are others.

I did say at one point that I didn't think that the fix would be all that complcated because I was under the impression that who ever designed the system would not have to do anything more complex then adding a few lines to the HTML.

Lets break this down line by line. First off I said that I had several questions for you.

The checkout page you are useing. Did you develop this page as part of your own system or are you useing a checkout script from a third party party provider. Including that field is more then likely nothing more then simply adding the HTML to the page if you have access to the source code.

xxxxxxxx.com is your clients website or yours?

Whoever created that script can make the change. The tech I spoke to said that he did not have the ability to advise on the web page because it wasn't a Tucows product. Notice how each section is divided by creating a new paragraph? That is because they are separate statements. Related only in the fact that the are, in some way, shape or form related to the problem at hand.

In the very first line of this email I said that I had someone working on it for you. You seemed to ignore this.

In my first email to you I indicated that I did not expect a change to come of this anytime soon. You seemed to ignore this.

As for the question about what you made up? How about this one?
You should not have replied me and asked if I had the codes

You did have one argument, completely semantic in nature that is vaguely valid. You said that I claimed that Site Builder was not a Tucows product. If I were refering to it in the sense that it is something that the company carries, I would be incorrect in saying that, however is quite obvious from what I was saying in the email that I was referring to the the term product in the sense that it was not designed by Tucows.

You have done little else but complain that we would not do something that you were very clearly told in the beginning was not going to happen.

[acider]

Eddie,

You do not understand my comment.

You said "Including that field is more then likely nothing more then simply adding the HTML to the page if you have access to the source code."

I HAVE NO SOURCE CODE OF THE SITEBUILDER!!!!!!!!!!!!!!!

I CANT CHANGE THE FORM OF THE SITEBUILDER!!!!!!! URRRRGGGGGHHHHHH!!!!!!!!

I AM SO SICK OF DEALING WITH YOU!! I HAVE BEEN A CLIENT FROM EV1SERVERS DAYS AND NEVER DID I HAD TO DEAL WITH SOMEONE WHO DUN UNDERSTAND!!!!!!!!!!!!

EDDIE, STOP FOLLOWING UP WITH THIS CASE ANYMORE! IM SICK OF IT ALL.

[Resellone-Eddie P]

Eddie,

You do not understand my comment.

You said "Including that field is more then likely nothing more then simply adding the HTML to the page if you have access to the source code."

I HAVE NO SOURCE CODE OF THE SITEBUILDER!!!!!!!!!!!!!!!

I CANT CHANGE THE FORM OF THE SITEBUILDER!!!!!!! URRRRGGGGGHHHHHH!!!!!!!!


I understand that you are confused by what I said here. Again, you are taking what I said and applying you own interpretation to it and insisting that I said something I did not, even after I have repeatedly attempted to clear the air around this problem. Once again the direct line is "Including that field is more then likely nothing more then simply adding the HTML to the page if you have access to the source code." The operative word here being IF. No where during the dialog do I ever request you to solve the issue on your own. Please stop insinuating as such.

I did ask you if you were using a third party billing system. You have touted this in the past as evidence that I have implied you had access to the Site Builder system source code before.

I would like to stop arguing with you but I well not allow any false accusations to go unanswered either. If you are willing to allow the matter to rest so am I.

[acider]

When I told you to fix the form field, you or your tech should know that it is a SiteBuilder component rather than guessing that it could be a 3rd party thing. It made me worry when a support guy is not familar with his products.

And I did not make up any stories. The fact is that I asked you from the very first email to fix the SiteBuilder checkout form indicates very clearly from me to you that the form component belongs to SiteBuilder. Your reply "Including that field is more then likely nothing more then simply adding the HTML to the page if you have access to the source code" clearly suggests that you thought that I had something to do with the SiteBuilder code - whether you thought I had coded the checkout SiteBuilder form myself (and I repeat here that wat u saw was a SiteBuilder duh!! :confused: you dare asked if I had the codes of your own product, which is a dumb question that you defended strongly even till now, or that you did not pay full attention from the very start and assumed the form to be some 3rd party thing because you and your techs know nothing about or have not seen the real SiteBuilder pages/templates at all).

I have no intention to argue with you. It just made me so angry to see from your replies that you are trying to defend so strongly as if you are completely faultless and I became your accuser.

These comments from you are particularly annoying to me:

"You did have one argument, completely semantic in nature that is vaguely valid."
"You have done little else but complain that we would not do something that you were very clearly told in the beginning was not going to happen."
"At no point have you ever been told that SiteBuilder system was supported."
"however as soon as you got an answer that you didn’t like you immediately began making things up."

And also please dun counter-suggest the part when I told you guys to go for some product training or revision. If you have time, go open up a demo account and study what you sell, rather than coming here to defend your mistakes.

I am not going to continue to argue with u on this matter anymore, heck it! Months of wait for a simple fix and my client would have a few months to yell at me everyday untill I become completely deaf.

[Resellone-Eddie P]

I well continue disputing your comments as long as you make ridiculous, unfounded accusations. I have already clarified my intent of what I had said before but if you need me to do so again I will be happy to explain.

You choose to immediately decided to create your own interpretation of my words and go with that.

When I told you to fix the form field, you or your tech should know that it is a SiteBuilder component rather than guessing that it could be a 3rd party thing. It made me worry when a support guy is not familar with his products.

I understand that you did not comprehend the question asked of you, however, had you chosen to simply ask for a clarification of the question instead of inferring a meaning that was not implied, we may have been able to avoid this whole fiasco.

You have chosen to leave out the fact that I was instructed by the technician to ask you if you were using a third party billing system. It was not a guess, it was a question, the answer of which you only provided amidst a mass of caustic vitriol and combative commentary.

… The fact is that I asked you from the very first email to fix the SiteBuilder checkout form indicates very clearly from me to you that the form component belongs to SiteBuilder. Your reply "Including that field is more then likely nothing more then simply adding the HTML to the page if you have access to the source code" clearly suggests that you thought that I had something to do with the SiteBuilder code…

No. I tried to reiterate myself and in spite of my attempt to clear the air on this point of contention, you insist on providing your own interpretations on one line of dialog which you claim trump my own explanations of what I intended to say. You say that you do not want to argue and yet you do not seem to want to allow the discussion to move beyond simple sematic arguments.

I have pointed this out before and I well point it out again. Did you notice that I use the word "if" in that sentence? As a refresher, the word "if" is defined as being representative of a condition, stipulation or other possibility. The analysis of the sentence is as follows:

"Including that field is more then likely, nothing more, then simply adding the HTML to the page..."

This means that the fix is probably fairly simple.

"...if you have access to the source code."

As the definition of the word “if” provides for an instances of separation and redirection, this would mean that as you clearly do not have access to SiteBuilder source codes and this obviously alleviates you from the responsibility of facilitating the fix for the error within the SiteBuilder system. Here, in fact, you even blatantly admit that you are superimposing your own meaning on my words.

Had I said “All you have to do is add a few lines of HTML to the source code then your claim would be valid, however this is not what I said.

The only actual issue that you have been willing to discus is the amount of time that has passed so far in adding a billing contact phone number. However, you have been told repeatedly, time and time again, that this is not going to happen any time soon. You have been informed that this is not likely to happen until, at the earliest, sometime next year. I understand that this causes problems for you, however there is nothing that I, or anyone else at this company can do to make changes to software designed by another company that we do not have a contract with. True, we do have an agreement with Tucows, however the SiteBuilder product is not designed by them. Tucows does not have anymore ability to make alterations to the SiteBuilder program then you do.

In my very first email reply to you I told you that this error would more then likely not be resolved anytime soon. I understand that you have promised your client to have the billing fields updated, this is something that you obviously cannot uphold and unfortunately they are understandably upset with you. This however has nothing to do with the SiteBuilder system that is offered through the Resellone product offering. This is a problem entirely of your own creation that you are attempting to cast blame on someone else. Had you attempted to contact us before you had this problem the conflict with your client may have been avoided.

I understand that you keep saying that you don't want to argue with me and yet you keep posting non-constructive arguments anyway. I am sure that you are aware by now that as long as you keep posting here I will continue to do so as well. If you do not like the product and you are unhappy with the level of service that you have received let us know and I well shut down your Reseller account and refund any remaining balance there is in it. I have made this offer before in this thread. It was in reference to neilhennigans suggestion for an unnecessary, unreasonable refund. As a reminder here it is.


I am not about to arrange a refund for services rendered. At any point that a client wishes the funds in their accounts can be returned. However, funds that have been used to purchase products are not refundable.


I fully expect you to continue your argument about the sentence having meaning other then what is literal and I fully expect you will provide no additional evidence that you have been mislead beyond that one sentence. However continuing this argument gains no ground towards any goal what so ever. Instead of allowing the argument to persist on the same subject, if you would please illustrate what you attempt to accomplish with these forum posts. If there is anyway we can move beyond this quibbling I would prefer to do so.

Under normal circumstances I would attempt to bring seek to bring about the resolution of the argument myself, except I have no idea what you intend to accomplish here. I have already explained to you on multiple posts, in fact multiple threads and I have sent repeated emails beginning with my very first email reply that what you want is simply not going to happen anytime soon. There is nothing that the Resellone staff can do have features added to the SiteBuilder system other then to open development requests with Tucows to be passed on to SiteGalore. I have continued following up on the issue until I was able to get some kind of speculative time frame to work with. Please understand that as long as we continue discussing the same conflict about your interpretation of the hidden meaning behind my choice of words we well accomplish nothing. You have yet to illustrate anything in your diatribes other then a desire to argue. Let us please move on to something constructive.