How long does it take to get a problem resolved after purchasing

I believe people browsing the pre-sales forum needs to know how below-average vbSEO's support is. We purchased vbSEO 2 days ago and still haven't progressed past the .htaccess file not working as supplied.

When I opened a support ticket, I mentioned in my first message that I had confirmed that mod rewrite is working and that the test page per their instruction redirected me to Google. However, in message 7 they again just posted the stock-standard message about checking that mod-rewrite is working and to see whether it would redirect me to Google, which I had mentioned that it did.

Then they asked me to give them FTP access, admin access and the login for vbSEO. I couldn't find anywhere where I could change the vbSEO password, so I gave them the FTP and admin logins and asked where I change the vbSEO password. The next reply was a link to how to change the password with FTP. If changing the password is done with FTP and I've just given them FTP access, couldn't they just go ahead and change it?

I can complain about every single response I've had on that support ticket so far. The attitude is just about how quickly they can get rid of this ticket and give me something to do to get me our of their hair.

I'm guessing the attitude is not the same during pre-sales, right?

I know lots of people use vbSEO and chances are good that it's my mistake or something in my setup that's the problem, but for goodness sake!!! Of course this is going to leave a bad taste in my mouth as a first experience with vbSEO.

Hello ,

Please note that our SLA is clearly highlighted in the package you download. Additionally i just checked your ticket and it seems you never followed our responses correctly.

In installation steps , it is clearly explained that you need to upload .htaccess file that is shipped with vBSEO where as you are trying to get vBSEO working with vBulletin .htaccess

andres">Andres supplied you the instructions how to correct the issue and you fail to follow that.

The issue was corrected by andres">Andres by enabling RewriteBase on your .htaccess which was suggested to you by the response itself which you seem not to follow at all.

And you come here complaining about our support.

Not much to say...

That's not true at all. Just like your support people, you probably skimmed over my ticket without paying attention and came to the wrong conclusion that I hadn't followed instructions.

I did upload your .htaccess file. The first time I got a "500 internal server error". So I Googled that error and it said to uncomment the RewriteBase line, which I did and the index page then worked, but then I got "page not found" errors when clicking on any link. I then confirmed that rewrite_mod is working by uploading your .htaccess file with the testpage.html in and confirmed that it took me to Google.

I did all that before opening a support ticket and in fact, I'd read an article about the problem, see it mentioned uncommenting that line and tried it numerous times, each with the same result. I still have the .htaccess file that I tried to upload and compared it to the one you now uploaded and I can't see any difference. I'd be damned if I knew why it works now all of a sudden after I'd gived you FTP access.

So what did you want, for me to leave the vbSEO .htaccess file on there and leave my forum not working for the 2 days that it took to resolve this? Your very first reply to my ticket was "What is your .htaccess content right now ?"
Right now... so I showed it to you as it was right then - the working version, assuming you didn't want me to leave my forum unusable for 2 days. I had no reason to think that you don't know what your own vbSEO supplied file looks like and every reason to think that maybe you wanted to see what rewrite rules I currently have in place.

I did say that the mistake could have been mine (though I still don't know what I did wrong or how it got fixed), my complaint is about wasting my time. Another example is that if what you say is true, that uploading the .htaccess file solved the problem, then why didn't you do that after I gave you FTP access? Why did you wait for me to reset the vbSEO password, which you could have done yourself, but didn't need to as supposedly all that was wrong was the .htaccess file.

Anyway, I've seen these kind of rants before and have always felt sorry for the guy complaining, now I'm that guy and I know I can't win on your own forum. It's working now, so thanks for that.

If you want i can copy the ticket content here without an issue. The issue you face is directly related to you not following instructions correct.

Here is the last message in the ticket :

Hello,

I've uploaded the vBSEO .htaccess file, turned on "RewriteBase" directive (as outlined above) and friendly URLs seem to be working just fine:

http://www.urlremoved.org/step-parent-forum-23/

Kind regards,
Andrés Durán / Crawlability Inc.
vBSEO Sales Specialist.

Nothing else has been made on your server , you can verify this via your server logs or any other format you hope.

We are sorry to hear you fail to correctly fix the issue however you should note that vBSEO Support Team responsibility is only assisting users.

What you do or what you don't do is directly your choice but you have no right to blame our Support Team for your own mistakes or your problems following instructions right.


Our support team has always offered great support where you can't find anywhere else.

I am closing this thread now.

Have a good day