Am I waiting or are they?

[Doug]

I have 9 domains with F2S so I thought I was familiar with setting up domains and hosting with them! This time I set up a new .net domain with F2S on 5 June 2007 and had an email back asking for confirmation by return email. I swiftly replied adding the words "Yes please" to their message. Their response to my confirmation was an automated email as follows:

====QUOTE====
This message has been automatically generated in response to the creation of a ticket regarding: "Re: Please can you confirm new order? - aaaaaaaaaaaaaaaa.net"*.
This ticket has been assigned an ID of [Pipex #nnnnnn]*.
Please include the string: [Pipex #nnnnnn]* in the subject line of any correspondence regarding this issue. Alternatively, you may reply to this message.
Regards PIPEX support
====UNQUOTE====

I just don't understand what F2S is telling me! They asked for confirmation, I give it, and, based on passed experience, I would expect the site to be up and running at 9.30am next morning.

I can login to my control panel and change things there. I can't FTP using "ftp.aaaaaaaaaaaaaaaa.net" but could see my welcome file and I uploaded all my files there using i-194-106-33-45.freedom2surf.net.

After a couple of days, fearing that my terse "Yes please" had not been sufficient confirmation, I sent a second, more formal reply, with names, email addresses, telephone numbers etc, but that just evoked the same response but with a new "ticket number".

At one stage I telephoned but was unable to find out what the ticket numbers were for or what was happening. In the past I could just ring up and Justin would immediately understand what I was driving at and fix it. This time around I don't feel I am having any meaningful communication with F2S at all and shall be grateful for guidance.

Doug

(* = disguised)

[devnull]

Originally Posted by Doug

I just don't understand what F2S is telling me!

I experienced the same recently when ordering two domains. Helpful isn't it ? You respond to an automated email to receive another automated email. All it means is your response has been added to a queue and will be dealt with when it's picked up or allocated to someone. Another ingenious cost cutting exercise by Pipex executives who don't understand CRM.

All you can do is wait until a human responds by email

[Doug]

How long did you have to wait?

[devnull]

Originally Posted by Doug

How long did you have to wait?

Not too long ...

[Doug]

Just had a message from support@resolver.pipex.net saying "Your ticket has now been marked as Completed..." and the new site is showing at www.aaaaaaaaaaaaaaaa.net and will also accept uploads at ftp.aaaaaaaaaaaaaaaa.net. So a successful outcome eventually but it has taken a week instead of a day. Thanks for your support, Doug.