123-reg reviewed by

High Wycombe, GB

8 Reviews

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JUST WHEN YOU THOUGHT IT WAS SAFE TO GET BACK INTO THE WATER:

Website Builder issues

Created: 31 May 2013, 08:08
Last Updated: --

Some customers may currently be experiencing visibility issues when attempting to view or edit their Website Builder sites.

Our system engineers are aware of this and are working to resolve this as quickly as possible.
We apologise for this inconvenience.

_________________________________________________________________
Website Builder has obviously gone through a lot of changes to the back-end over the last months which will hopefully now deal with many of the ongoing issues

From the front end (user interface) we are noticing a number of upgrades and changes. 123-reg support are unable to answer this simple question:

'Where can we learn of the changes that have taken place and receive tutorials on what they are are and how to best make use of them?'

IN SIMPLE TERMS

a) WHAT HAS CHANGED
b) WHY HAS IT CHANGED
c) HOW DO I ACCESS THE CHANGES
d) WHERE ARE THE TUTORIALS TO MAKE USE OF THOSE CHANGES

Frustrating, but not unexpended .. ridiculous generic replies nothing to do with the query:
i.e
All tutorials for Website builder can be viewed in this link: http://www.123-reg.co.uk/support/category/Website-Builder (HAS NOT BEEN UPDATED)
We have improved our its performances. You can log into your package and see the new interface, new templates were added. (NEW TEMPLATES DO NOT APPLY WHEN ALREADY USING A WEBSITE BUILT ON AN EXISTING TEMPLATE)
If we can be of any further help with regard to this or any other matter, please do not hesitate to contact us. (NOT BEEN OF HELP IN THE PAST)
Kind regards,
Dumitru
123-reg

Small example ... adding images you are now presented with the following additional configuration options:
Advanced:
rel="nofollow"
Off (default setting)
On ("nofollow")
Asynchronous Loading:
Off (default setting)
On

Another example that 123-reg need to either liaise fully with 3rd party suppliers in order to be clued up enough to offer support on products they offer, or refer queries direct to the people who have knowledge of the product and services

_____________________________________________________________
JUST WHEN YOU THOUGHT IT WAS SAFE TO GET BACK INTO THE WATER:

For the last week and a half (coinciding with the WebFusion backend upgrades), 123-reg have been aware of an issue with Sitemaps.xml not functioning. As a result, this has the adverse effect of hindering the website from being crawlled by google and other search engines, hence not showing up in search results.

This is not an isolated issue, as I have been contacted by another user of the same service who is experience the same thing!! It takes a lot for someone to be that disgruntled, that they make an active effort to seek out others who may be in the same predicament

*** How long would your business survive removing the most effective means of attracting new clients and enquiries? ***

As of today, Friday 15th March, we are into day number 8 and being once again reassured .... and I QUOTE

'Thank you for contacting 123-reg

I can confirm that our developers are aware of this issue and they are currently working on a fix for this. Unfortunately we can not confirm a time frame for this fix to be in place.

If we can be of any further help with regard to this or any other matter, please do not hesitate to contact us.

Kind regards,

Dumitru
123-reg'

To have such a fundamental failure of a product for such a long period of time, with no solution in sight, for a paid service is surely unacceptable. To have this level of failure twice in such a short space of time is unforgivable and intolerable

After the recent previous experience of over 3 weeks not being able to gain access to our own control panel in order to make edits to our website - confidence has been once again shattered.

At a cost of newly £2500 we are having to invest in having a new 47 page website produced and hosted elsewhere. It is just too much of a risk continuing along this status quo of either Feast or (currently) Famine

123-reg is a great company so far as their core business is concerned. But feeding off their reputation and brand name to offer services and products operated, designed, managed and maintained by 3rd party companies to which they have little control, is a poor business model and one that is time and again proving harmful to serious business owners such as myself who have instilled trust and invested money in them

Prime example:
- Customer support agent was totally unaware when upgrades had been made, and had to be informed by a customer rather than their supplier!!

Enough:
- Final straw was being given a point of contact within the 'Customer Experience' dept. When using the live support facility a few days ago, the agent I spoke with did not want to put me through to nor relay a message to him, they lied and said the person was on holiday - transcript of the conversation must be available yet no action has been taken

Its a Russian Roulette service - pays your money - takes your choice

Steelasophical
- -- - -- - -- - -- - -- --

Poor customer service based on 14 months as a client with the web-fusion Website Builder system - not able to access the back end and edit my site for more than 2 weeks - not able to publish, upload etc ... constant array of compounding issues where they were not able to resolve as they have very little control over 3rd party providers they employ for non core services!!

Wish to thank James Fazakerley Customer Experience Specialist at Webfusion Limited for his immediate response to my review and issues surrounding it.
From our one conversation, reassurances have been received and subsequent gesture of goodwill has gone some way on the journey of repairing confidence moving forward - thank you!
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