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10/16/2007 00:00

New customer service system

For the past several months, we've experienced various annoying problems with our customer service system. While we've tried hard to work with the vendor of our system, sufficient progress has not been made.

About a month ago, we began testing an alternative system, and have rolled it out overnight.

The most important items to note are:

1. You must now log in with your account's primary email address, rather than a username, and your password has been reset. You'll need to retrieve the reset password with our password reminder page.

2. You must re-enter your credit card details by clicking the "Account Info" link at the top of the page after logging in. If you previously had a credit card stored on your account, we purposefully did not migrate card data, to avoid charging anything incorrectly to your card. We would like you to look over your billing, ensure it looks correct, and then update your card information. You will also need to pay any open invoices manually, online, as prior to you updating your card info, they will have been marked for mail in payment. To access your invoices, simply click the Invoices link at the top of the page once you've logged in.

3. Anyone paying by paypal subscription will need to recreate the subscription by paying the next invoice manually. Paypal records the posting URL when a subscription payment is created, and the old posting URLs are not compatible with our new system. All subscriptions have been canceled to avoid payments that cannot be recorded properly by the new system.

There are certain situations where an invoice was generated for hosting or domain renewal in the old system, where the new system has generated a duplicate. We are working on tracking those down and cancelling the duplicates, but if you notice this on your account you are encouraged to report it so we can resolve it for you immediately.

All hosting packages and domain names, as well as your invoice and payment history, are available in the new system. Certain addons like the newsletter manager, as well as dedicated servers, are not yet in the new system, but will be soon.

We have cleaned out all failed transfers and domains expired over 30 days ago. If you attempted to transfer a domain that failed to complete in our previous system, and you don't see the domain listed in your account in the new system, and you would like to re-attempt to transfer, you are entitled to that transfer free. Please open a support ticket and we'll assist.

This new system should be far easier to use, and will provide added benefits such as the ability to open or respond to support tickets via email, and consolidate invoices, so multiple services due on the same day will generate a single invoice rather than mutliples.

Easy access control panel links are on the customer home page, the first page you see after logging in, or by clicking "My Account" at the top of the page if you're already logged in. Look for the section of the page labled Control Panel Links. Additionally, we have added control panel links to the menu on the left side of the page, so you have easy access to your site control panel(s) from any page in our system.

Please submit a support ticket here if you have any questions.

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