Thursday, 24 May 2012

The On-line Database Problem

Since February 2012 I have been unable to load data to the on-line database files on the Pterosaur Database.  This has been a concern for some time and I have tried to progress this issue with 1and1 to find out how they are moving on with the server error that is blocking the file uploads.

Unfortunately, the support desk of the company is set up to act as a firewall between the customer and the server administrators.  The server is in Germany and the support desk is in the Pillipines.  This is an on-going problem and after 4 attempts to enquire about progress, this is the best response so far:-

"Thank you for contacting us.

We sincerely apologize for the inconvenience that this has 
brought you,we have already informed our higher department 
regarding how urgent thiscase to be resolved.
And as of the moment they are doing there best to have this 
resolved atthe back end of the server. Once they are able to
find the cause for thisissue and have this fixed then we will 
sent you an email update for this.We understand that you 
might be anxious to have this resolved as soon as possible 
so thank you so much for your patience while we working on
the resolution.

If you have any further questions please do not hesitate to
contact us."

The first update enquiry response 3 days ago, when they had already replicated the error on two previous occasions was:-

"Thank you for contacting us.

We have tried testing in importing database composing of
2 data and it gonethrough. What is the data file size that 
are you trying to import?

If you have any further questions please do not hesitate to 
contact us."

I must say that for years, 1and1 have provided excellent service.  But now, the new support desk is a wast of time.  Each enquirey contact is treated as a new problem by a different opperative. The opperatives generally have a poor grasp of the English Language and they are limited in what responses thay can give.  The general policy seems to be - ask the customer a question, then the enquiry will come back to someone else - it is essentially a "pass it around" culture with no single point of contact responsibility.  When I have asked for the enquiry to be read by a supervisor, the response has been a further question.

My advice is, if you want to use databases on-line, avoid using 1and1 at present.

The datasets, I am sure, will eventually be uploaded, but there is no timescale for the completion of the on-line data.

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