Register Members List Search Today's Posts Mark Forums Read

Reply
 
Thread Tools
  #46  
Old 21 Jan 2016, 15:49
DemOnstar's Avatar
DemOnstar DemOnstar is offline
 
Join Date: Dec 2012
Originally Posted by faustvasea97 View Post
So if I will pay for professional upgrade, they will fix that database and issues without loosing any data from there?
It might be a good idea to direct that question to the people themselves.. But be patient when waiting for a response. . . .
You should understand the drill by now.
Reply With Quote
  #47  
Old 21 Jan 2016, 16:09
faustvasea97 faustvasea97 is offline
 
Join Date: Mar 2015
Originally Posted by DemOnstar View Post
It might be a good idea to direct that question to the people themselves.. But be patient when waiting for a response. . . .
You should understand the drill by now.
Already asking them , so still waiting for answer...
Reply With Quote
  #48  
Old 24 Jan 2016, 10:36
Mark.B Mark.B is offline
 
Join Date: Feb 2004
I think I need to clear some of this up.

You posted in the support forum asking for help. You then kept bumping the thread demanding answers, often only minutes after your initial request. When you didn't get immediate assistance, you went off and tried to fix your site by trying to restore files from 5.1.10 and running the upgrade script. This messed up your database, and you didn't have a backup.

At some point you also deleted your database and then restored back from a corrupted copy taken after the upgrade, which made things even worse.

Despite this, I offered to try to fix the site up, but it wasn't possible to do. I did however, recover the memberlist. I then offered to install a new copy of the forum for you, and attempt to import that memberlist. This took some time as you had installed add ons so the user table had more columns than the default, meaning I had to do a lot of playing about with it. I was about an hour into sorting this when you deleted the database again rendering my work useless.

Your account doesn't have ticket support, despite this I personally put in several hours of work free of charge to try and get at least part of your site back online, only for you to delete the database while I was in the middle of doing it, which you then said was because I wasn't replying to your ticket. Of course I wasn't, I was frantically trying to get what I could of your site back online.

Our reward for this was you turning up on the support forum swearing all over the place. Swearing, or circumventing the swear filter, is against the rules in the support forums and normally leads to a ban of some sort. One of my colleagues rightly picked this up and closed the thread after warning you to moderate the language. We're not here to be sworn at and abused. End of story.

You need to be patient with support requests. vBulletin has thousands of customers and a limited number of support staff. We are not just sitting around watching the forums or the ticket system in case someone posts something, we are busy working on other customer issues. We are most likely working on several different customers at any one time. We cannot drop what we are doing in order to assist a specific customer.

Additionally, all tickets and forum posts are dealt with in time order - the ones with the oldest last reply get picked up first. So if you keep posting "Why no answer?" in your ticket or thread, all you will actually do is delay any response you receive. Especially when the support person isn't replying because he's busy working on YOUR site! If you've gone 48 hours with no reply, by all means give it a bump, but not before.

In short:
1. There is no problem with 5.2.0. I've installed and upgraded loads of sites already, including my own demo site, with no issue.
2. And this is the important one. If something does go wrong on an upgrade (or anything else), please post for support and then WAIT. Don't decide after ten minutes that you're going to rush off and try and fix it yourself. You will almost certainly break your site and you may end up in a position like this where even support cannot recover it.
3. Don't shout and swear at the support staff of ANY company. They are trying to help you.
4. Never, ever, ever perform an upgrade without a FULL backup of the ENTIRE database and files. If you have that, then no matter bad things get we can always bring your site back for you. Without it, both you and us are screwed.
__________________
MARK.B (Member of the vB Support Team)

Last edited by Mark.B; 24 Jan 2016 at 11:50.
Reply With Quote
  #49  
Old 24 Jan 2016, 10:48
shimei shimei is offline
 
Join Date: Feb 2015
Originally Posted by Mark.B View Post

Our reward for this was you turning up on the support forum swearing all over the place and demanding somebody "does something". Swearing, or circumventing the swear filter, is against the rules in the support forums and normally leads to a ban of some sort. One of my colleagues rightly picked this up and closed the thread after warning you to moderate the language. We're not here to be sworn at and abused. End of story.
I must say, after reading all the posts and threads here in VB.org and VB.com that the patience of staff went to such an extent that some respect was lost. That kind of behavior shouldn't be tolerated. I would commend VB staff for bending over backwards in assisting another, but not at the expense of subjecting other members to these kind of tantrums and vulgar language. Obviously, your efforts were without gratitude, a testimony about faustvasea97.
Reply With Quote
  #50  
Old 24 Jan 2016, 11:57
Mark.B Mark.B is offline
 
Join Date: Feb 2004
Originally Posted by shimei View Post
I must say, after reading all the posts and threads here in VB.org and VB.com that the patience of staff went to such an extent that some respect was lost. That kind of behavior shouldn't be tolerated. I would commend VB staff for bending over backwards in assisting another, but not at the expense of subjecting other members to these kind of tantrums and vulgar language. Obviously, your efforts were without gratitude, a testimony about faustvasea97.
You are right of course.

That said, the support team are all forum owners ourselves, and we feel the pain of people who lose their sites. In this case, I was personally quite upset when we realised the database was beyond fixing and the customer had no backup. It's probably also why the customer wasn't issued with a temporary ban for the swearing, because we do have a great deal of sympathy. Nobody sets out to intentionally wreck their site, this was really caused by over exuberance and and perhaps a touch of panic. Always makes things worse.

Had the customer had a backup I would have restored the site back to 5.1.10 and performed the upgrade to 5.2.0 at no cost, to get out of the hole the customer was in with minimum fuss.

Sadly the grand lesson from this is really the same as it's lways been...BACKUP. BACKUP. BACKUP.

With a backup, in theory it doesn't matter how much of a mess anyone makes, we can always roll it all back.

I haven't enjoyed this particular case at all, I'm afraid to say.
__________________
MARK.B (Member of the vB Support Team)
Reply With Quote
Reply



Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off


New To Site? Need Help?

All times are GMT. The time now is 09:08.

Layout Options | Width: Wide Color: