FeaturePrice.com - upgraded account then couldn't publish sites or view sites online - unable to get tech support help required to solve problem - paid for $ 25 tech support incident with 1 hour guaranteed reply - 26 hours later haven't been contacted by

Complaints.com received the following consumer message on February 26, 2003:

From: Kimberly S Temple [Email User]

RE: FeaturePrice.com - upgraded account then couldn't publish sites or view sites online - unable to get tech support help required to solve problem - paid for $ 25 tech support incident with 1 hour guaranteed reply - 26 hours later haven't been contacted by technician

I became a customer of FeaturePrice in November 2002. When I updated my account to take advantage of their new control panel and FrontPage 2002 capabilities my sites ceased to work. I could not publish to my websites nor could they be viewed online. The online control panel offered did not function.

I read their User's Manual. I completed e-mail Help Tickets (24) exactly as requested on their website. I attempted to use their Online Support Service. Online Support was either down (Error Received: Content-type: text/html pragma: no-cache Cache-Control: no-cache AN ERROR HAS OCCURED: 531 The

Support System you have specified does not exist; Unavailable... Try Later; or I waited in a 'queue' for hours upon hours.

I purchased a $25.00 Support Incident Report which guaranteed 1 Hr. Turnaround on Technical Issues. It is now 12:00 noon on 12/26, exactly 26 hours after payment was made and I have yet to hear from a technician, nor are my sites functioning.

The only phone number available on the website was a 'Sales' number. I was told at that number there wasn't a thing that could be done at sales. I would need to go to Online Support. When informed that Online Support wasn't working, I was told that there was nothing he could do and he hung up on me.

At this point I'm going to have to pull my sites away from the FeaturePrice 'service'. I can no longer try to anticipate when and if my issues will be addressed.

_____________________________________

TimeLine:

11/06/02 - Purchased 1 Yr website Hosting Package ($228.40)

11/06/02 - Opened Help Ticket #84488 - Domain unavailable

11/06/02 - Opened Help Ticket #84610 - Sub-domain not functioning

11/06/02 - Opened Help Ticket #84611 - Domain confirmed but unavailable.

11/06/02 - Opened Help Ticket #84585 - Domain listed on Control Panel but unavailable.

11/07/02 - Opened Help Ticket #85019 - Sub-domain not functioning.

11/07/02 - Opened Help Ticket #85097 - Sub-domain not functioning.

11/19/02 - Opened Help Ticket #89935 - Confirmation received for creation of subdomain. Cannot FTP or view subdomain.

11/25/02 - Opened Help Ticket #91731 - Domain that was previously confirmed 'disappeared' from my online control panel.

12/17/02 - Opened Help Ticket #91731 -Still unable to access subdomain that was confirmed on 11/19/02

01/02/03 - Opened Help Ticket #104458 - Still cannot FTP to subdomain.

01/03/03 - Requested information from Email User No response received.

01/29/03 - Opened Help Ticket #8845 - Requested additional information regarding updated Control Panel for my existing account.

01/28/03 - Renewed account for 3 months in order to upgrade existing Control Panel ($92.80)

01/29/03 - E-Mail sent - Incorrect Renewal date on account.

02/03/03 - Opened Help Ticket #12325 - Incorrect Renewal date on account.

02/07/03 - Spent 1-1/2 hours in the Queue of Online Support. Was informed by 'Tara' that since my original payment for $228.40 was for the 'old' account

there was no way I could be compensated now that I was on a 'new' account. She finally promised to speak with a supervisor and call me back either later

that afternoon, or first thing Monday (2/10) morning. (Transcript available on request.)

02/14/03 - Spent 45 minutes in the Queue of Online Support. Was informed by Tech7 that callbacks from Technicians were not possible, and not sure why I

was told I'd get a callback. When I asked for a customer service e-mail or phone number I was disconnected. (Transcript available on request.)

02/18/03 - Spent 1-1/2 hours in the Queue of Online Support. Spoke to 'Tara'. I will be getting a credit on the unused time of my 'old' account. Credit Card

not credited..... my account is credited. (Transcript available on request).

02/18/03 - Spent 25 minutes in the Queue of Online Support. Spoke with 'Sarah'. Requested logon and password information for the 'FREE' Domain

FeaturePrice set up for me. That information was not available. Didn't have it... couldn't get it. I was told to contact the people that registered the domain.

(Gee I thought I was).

Sarah. no we dont recive information like that when domains are regestered through another company

Sarah> is there anything else?

Me > Okay... then how do I contact the company that you used?

Me > Hello?

Me > Me thinks Elvis has left the building...

02/19/03 - Opened Help Ticket #25920 - Unable to FTP to subdomain. Received mail that subdomain was working fine.

02/19/03 - Reopened Help Ticket #25920 - Receive an incorrect login and password error when attempting to FTP to subdomain.

02/20/03 - Opened Help Ticket #26645 - Still unable to FTP to subdomain. Received response for Help Ticket #26645 asking to 'elaborate the problem'. I

provided the same details again. Received a 'Correspondence not Recorded, Permission Denied' response.

02/20/03 - Spent 1 hour in Queue of Online Support. Unable to update FrontPage extensions in the web-based Control Panel in order to publish website.

Was informed by Tech1 to submit a Help Ticket.

02/21/03 - Opened Help Ticket #27326 - Unable to update FrontPage extensions in the web-based Control Panel.

02/22/03 - Opened Help Ticket #28476 - Unable to update FrontPage extensions in the web-based Control Panel. Unable to publish using FrontPage. Main

Domain and sub-domain not available for viewing on web. E-Mail not functioning.

02/22/03 - Sent E-mail to Email User No response received.

02/22/03 - Received response for Help Ticket #28476 asking me to 'ellaborate your issue'. I provided the same details again. Received a 'Correspondence not

Recorded, Permission Denied' response.

02/23/03 - Received response for Help Ticket #27326. 'We might need to reconfigure your website. Please take the back up and let us know that you have

taken the back up so that we can reconfigure your website and reinstall the FrontPage extensions' . I responded asking that this be done as soon as

possible. Received a 'Correspondence not Recorded, Permission Denied' response.

02/24/03 - Opened Help Ticket #30196 - Explained that I didn't know if they had received my e-mail of yesterday since I had received a bounce-back response.

Received the response 'kindly let us know your problem so that we can fix it at our end'

Are we seeing a pattern here yet?

02/25/03 - Opened Help Ticket #31008 - Site DOWN. Received the response 'Your site is up and running'

02/25/03 - Opened Help ticket #31658 - Included previously supplied information along with error messages received for each problem.

02/25/03 - Purchased a 1 Hour Guaranteed Support Ticket ($25) at 9:41am EST.

02/25/03 - 10:55am EST. Called Sales Line re: No response to Priority Service Call. Spoke with 'Jen'. Assured me that Technical Service would handle the

ticket and she'd speak to her supervisor about expediting my request.

02/25/03 - Tried to call Technical Support 800 number provided on the Sales Call line. Received message that the number was no longer in use.

02/25/03 - 12:00pm EST Logged into the Queue on Online Support.

02/25/03 - 12:15pm EST Called Sales Line. Waited on hold for 15 minutes. Received message "Thank you for calling" and was disconnected.

02/25/03 - 12:17pm EST Called Sales Line. Waited on Hold for 24 minutes. Received message "Thank you for calling" and was disconnected.

02/25/03 - 5:00pm EST Sites still down. Priority Service not Received. E-Mail sent to Email User, Email User and

Email User

02/26/03 - 9:00am EST Online Chat Support not available.

02/26/03 - 10:07am EST Called Sales Line. 10:16am EST Spoke with 'Jack' Informed there was nothing Sales could do. I would need to place a Help

Ticket or use Online Support. I advised Jack that neither was working, and could he provide me with a phone number of customer support, I was told he

couldn't help me and )19:22am EST) he hung up the phone.

02/26/03 - Online Chat now working. Waiting in Queue.

02/26/03 - 11:12am EST - Disconnected from Chat Queue. Error Received: AN ERROR HAS OCCURED: All connection attempts have failed

11:13am EST - Online Chat Off-Line... Try Later

11:22am EST - Online Chat unavailable

11:41am EST - Online Chat unavailable

12:00pm EST - Began looking for another web hosting service.