Unhappy Customer

[Mrs blueskyracer]

I am a seriously unhappy customer. I purchased an upgrade license for vBulletin 5 Connect, I also paid for a professional install and an annual support plan after discussing my needs with a sales person on the phone. I was assured they could do what I asked.

I have now been left with an upgraded version with no database attached (I am told an upgrade is an upgrade and doesn't include moving the database) and the instructions to rebuild the search index. I have no idea how to fix any of this. Hello, that is why I purchased the install AND the support package.

Now I have a non functioning website and no assistance to get it up and running. I am very very disappointed that I have lost a web site containing information since 2002! I need some help from some on on how to get this back on line before I loose all my registered users and my advertisers are expecting refunds.

My hosting company also says the root server password was changed and now we have no idea what it is.

[Mrs blueskyracer]

This has totally ruined my weekend.

1) I don't know how to install a database (my database)
2) I have tried to find this rebuild search index but have no idea where it is, what it is or how to do it.
3) Although I purchased phone support, there is no phone number anywhere to call.

[Mrs blueskyracer]

So I have struggled through and found the rebuild index thingy. I believe it is done. At least I can now see my database information in the home page.

Now the following problems:
1) There is no sitebuilder available under my user name, I cannot build a front page or modify the one I can see. I can log onto the Admin CP. Doesn't this VBulletin 5 Connect include site builder?

2) From the AdminCP I go to site home page. It is a http://hydroracer.net/forums/index.php/ in the url address; then I navigate to Blogs (http://hydroracer.net/forums/blogs) but when I try to go back to Forums no page appears and the url shows only http://hydroracer.net/forums/ and therefore returns no page.

I continue to be very disappointed in this professional install. I need some help from someone please.

[Mrs blueskyracer]

Like I said I have rebuild indexes as suggested by installer but I see now that I have many many threads/posts that are missing. My posts seem to only go back to October of 2013 not December of 2002. Anyone have any ideas.

How do you all for phone support?

[IggyP]

sorry to hear it, sounds pretty bad situation..i hope you are able to resolve ok...

idk what i can help but i know that if you took backups before the upgrade you should be ok...this is sort of "routine", so hopefully you did...either full site or even database backup should be all you need if you didnt loose any files......

so if you have those at least that can be some comfort until you get proper support....very sorry to hear

[Mark.B]

I'm following this up in the ticket...I've already sorted some of the issues.

[joeychgo]

I hope she is in line at least for a refund on the "professional install" .

~~Mrs blueskyracer, does your hosting company do backups of your site? If so, you might want to just have a backup restored to get you back to where you were before this all started.

[Mark.B]

I'm not yet sure if that's necessary. Please allow us to follow up in the ticket.

[Mrs blueskyracer]

Mark has been working with me on this all day today (Sunday) and we seem to be getting things back to normal. It is a work in progress but we are getting there. Thank you No refund will be required at this point. I have to say I love the software and I hope that my users will enjoy the refreshed look too.

[Mrs blueskyracer]

Missing posts were actually there I could see the total number of posts. I needed to be able to change a setting in site builder and I couldn't access it until this morning. Got a front page built and Mark helped me to repoint to it so the search position on google etc points to the new site not the old one which was giving back an error page. Mark is my shinning knight!

[beishe8]

Mark is my shinning knight!

Well done Don Mark!

[Mark.B]

Thanks.

Making great progress with the site. We are mostly there now but as is often the case I stick around for a little while to help out as people get to grips with all the changes and new stuff.

[Mrs blueskyracer]

Mark has been great hoping us through this rocky transition. Our site, and my skill level will be better from his help. Thanks Mark for taking an unhappy customer and making everything all right. You are my knight in shining armor. I was holding out for a hero and you are him! I can't thank you enough for everything you have and are doing to get us through this.