ThePlanet.com : Problems with Support, Cpanel Issues – Support says they won’t help

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This web hosting discussion started by webones on 16 April 2008

Greetings again, I have had a ticket open and have tried to get some answers from support since the 13th of April regarding why Lime Survey is not showing up as an option for customers using Cpanel. I have a dedicated server here at TP, and have other dedicated servers at other hosts, and was “considering” getting additional servers here but will probably think twice about this now.

Anyway, I pay extra monthly for Cpanel and Fantastico at the Planet, as I do with other companies. My other hosting companies make sure that fantastico is upgraded, and I have my systems setup to do automatic fantastico uprades here at TP as well. Problem is, even with the lastest versions, there is a missing software package that is not showing up in our cpanel for customers. (LIME Survey) Anyway, first support tries to tell me to install it manually if I need it…(can’t do that for all our customers, plus it’s a feature that should be included, and they want to install it themselves) Then they tell me it’s not included in the Fantastico package. When I reply back with a screenshot of another host, then there is a “different” answer and I’m now told it’s not supported. AFter 3 days of back and forth getting different answers..now I’m told they can’t help? Sometimes I get the feeling that instead of fixing the problem..that some folks in support (not all of them) seem to feel as if they’ve been “successful” if they can draw things out as long as possible and figure out a way to say “it’s not my job, etc.” . It’s frustrating because I’ve been telling customers for 3 days that I am going to get this resolved, and after all this time, I’m back to square one.

All I am asking is for someone to take the time to see why the package isn’t being updated properly, even though I have the latest version. I am not happy that I got the run around for 3 days to finally be told..hands off for a service that I pay extra for. My other hosting companies don’t seem to have a problem providing Cpanel /Fantastico that works properly. Is this something that could be addressed?

Discuss this at planet forums or get a dedicated server from theplanet.com for $50 only