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Tagged: synthesis tech support
- This topic has 4 replies, 2 voices, and was last updated 8 years, 6 months ago by turtledove.
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October 22, 2015 at 12:24 pm #168787turtledoveMember
Hi,
About 2 days ago my site was migrated over to Synthesis and I've spent the past 2 days trying to get access to my site so I can preview it and ensure everything went well with the migration. I want to preview everything before I go live.Over the past 2 days, I've had over 10 emails - and have dealt with 5 different tech support agents - to try and get the issue resolved. I've tried both the web proxy and the hosts file methods of previewing my site and neither has worked. I've given their tech support detailed information on exactly what I've done and how I've done it including a copy of the hosts file so they could double check and make sure I'd done everything correctly.
According to them, they've checked everything I've done and I've done everything correctly but I still am unable to access my site to preview it, they can't tell me why and they can't fix it. All I keep getting from them is that it's working on their end, they can't figure out why it's not working for me and every new tech support person that comes on board just wants me to try the same things I've already tried and haven't worked.
Each new agent that emails me basically repeats what the others have said; it's like they're not reading what's already happened/what the last tech support agent did and they're certainly not listening to what I'm telling them.
Extremely frustrating!!!
I realize that I could just go live and see how everything pans out but here's my dilemma: I have a pre-existing technical issue on my site that I'm hoping will be resolved with a change in servers. However, if that pre-existing problem isn't resolved with the change in servers, then Synthesis tech support will have to resolve it after the site it live. After their horrible tech support and complete inability to give me access to preview my site, I have absolutely no confidence in their tech support.
Has anyone else experienced really bad tech support from Synthesis?
And ideas or suggestions?
I'm hoping someone in Synthesis senior tech support will see this posting and chime in here so I can finally get some help!
October 22, 2015 at 12:44 pm #168789SusanModeratorI’m hoping someone in Synthesis senior tech support will see this posting and chime in here so I can finally get some help!
This is the StudioPress community forum, not official StudioPress help, not Synthesis support, so I don't know if anyone from either company will chime in.
October 22, 2015 at 12:54 pm #168791turtledoveMemberYes - I understand that Susan but I've read through some of the other thread about Synthesis and there were a couple that got a response from a senior Synthesis person so that's what I was thinking.
Also, I do think it's important that other people are aware of this type of thing and I'm sure there are other people who have StudioPress themes that also deal with Synthesis.
But I do see what you're saying and I appreciate the feedback.
October 22, 2015 at 1:01 pm #168792SusanModeratorI understand wanting to share your concerns, but if you want assistance/feedback from Synthesis, you should file a ticket; nobody from the hosting site is going to respond here.
October 22, 2015 at 1:44 pm #168793turtledoveMemberOf course I've filed a ticket with Synthesis support - that's the first thing I did.
My main reason for starting this thread was to make people aware of what had happened to me and see if anyone had experienced anything similar or if anyone had any suggestions or could help me.
You may be right - Synthesis may never see this and that's OK because I've already filed a support ticket with them and getting help from them wasn't the main reason for this post.
On the other hand, I have no idea who comes onto the StudioPress forum so I have no way of knowing who will respond. But what I can say for sure is that in the past I've had all kinds of help from the StudioPress forum, not limited to just StudioPress issues and I've also seen a lot others get responses from within this forum that had to do with issues other than StudioPress. That's one of the things I love about this forum - you never know who's going to see the post and respond or what kind of help you'll be able to get.
So let's just call my original post a 'sharing of my concerns' and let it go at that.
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