Bad Web Design company - any ideas please?

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SC1979

SC1979

Free Member
Oct 3, 2008
37
1
  • #1
    I've had a website designed by webcreationuk.com - terrible decision on my part. After many, many problems (their after sales service is shocking), I now find that my website is very often down - at least a couple of hours a day, especially around 8pm. webcreationuk tell me that if i'm not happy with the amount of 'uptime' then i should seek other hosting - even though i've paid for the year. What are my options?
     
    D

    Deleted member 27344

  • #3
    What does the contract say?
    Judging by that answer they don't really care about you and moving will only be a blessing.

    (and can we not turn this thread into a "Buy my services" vulture fest?)

    btw ... it's down now.
     
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    accountancyextra

    accountancyextra

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    Dec 14, 2007
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  • #5
    I had a similar experience when I first started in business. I didn't really understand the difference between differant web hosting packages and providers, so just went for the cheapest (tip there for hosting companies, explain why clients should pick yours vs the one thats cheaper etc. I'm sure there must be others out there who don't understand).

    Anyway, the site and my e mails "crashed". I called the "helpline" which was answered by an old sounding woman with a dog barking in the background. Eventually the guy got back to me to explain that his server had crashed and all my files were lost. Could I just send him a copy of my files and he'd re upload.

    Needless to say, I went elsewhere and learned a very valuable lesson!
     
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    M

    matt.chatterley

  • #7
    SC1979 said:
    I've had a website designed by webcreationuk.com - terrible decision on my part. After many, many problems (their after sales service is shocking), I now find that my website is very often down - at least a couple of hours a day, especially around 8pm. webcreationuk tell me that if i'm not happy with the amount of 'uptime' then i should seek other hosting - even though i've paid for the year. What are my options?
    Click to expand...

    As other posters have said, definitely review your contract. I'm guessing it'll contain a cop-out clause letting them try to weasel out of providing you with the service you need, though.

    Lots of forum members are in the Web field - and several provide Hosting - so I'm sure one of us will be able to help you out! :)
     
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    alphanumeric

    alphanumeric

    Free Member
    Jan 26, 2009
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    Northamptonshire
  • #8
    one note of interest is that your domain is listed as registered to an individual, not sure of the regulations regarding this as you are clearly trading.

    hmmm looking at the contract it aint good....

    WebCreation UK Ltd will host the website if the Client requires us to do so and on receipt of full payment of our Hosting fees. In doing so, WebCreation UK Ltd will endeavour to provide a reliable and professional service to the Client at all times but do not guarantee that the website Hosting will be available at all times, especially in the event of a technical failure beyond our control.

    And...

    Should a Client wish to move Hosting away from WebCreation UK Ltd or transfer a Domain name away from WebCreation UK Ltd, a £50 admin charge will be issued, which must be paid before the transfer takes place.

    Now tbh if it keeps happening it might be worth add a tracking service to monitor it, if it keeps happening and they refuse to acknowledge the fact start to send them letters how much this is costing your business.

    Also they note they give you a free years hosting??

    It might be worth getting some one in the know to go over the terms etc, as tbh i dont think that first point is worth anything.
     
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    fisicx

    fisicx

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    Sep 12, 2006
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    www.aerin.co.uk
  • #9
    Well you could move to a new host but you won't be able to take the site with you.

    The shopping cart is theirs so all you will probalby get is your images and content. The rest (including the code) belongs to them unless it states clearly in the contract that you own the lot.
     
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    M

    matt.chatterley

  • #10
    fisicx said:
    Well you could move to a new host but you won't be able to take the site with you.

    The shopping cart is theirs so all you will probalby get is your images and content. The rest (including the code) belongs to them unless it states clearly in the contract that you own the lot.
    Click to expand...

    Although to be fair, if the service is as bad as the OP suggests, he may not want to take it with him! :p
     
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    D

    DambTech

  • #11
    The shopping cart is theirs so all you will probably get is your images and content. The rest (including the code) belongs to them unless it states clearly in the contract that you own the lot.
    Click to expand...
    A customer had the same problem but with a different company, he decided to move away and all they gave him was the Access Database with the information in it. We managed to get things sorted for him but as others have said everything depends on the contract and the wording.

    If you are having that many problems and feel there service is not meeting your standards then there is many companies who around who do take customer services very serious.

    If need be and you want to change hosts then send us some info on your requirements and I would suggest send other on the forums some as well and pick which one you think meets above your needs. That way it will give your site room to grow.

    Hope this helps
    Dave
     
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    igloorpo

    igloorpo

    Free Member
    Feb 6, 2008
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  • #12
    We use Heart Internet for all our hosting. Their customer service is exceptional - a real relief after the pain of working with our previous provider. They respond rapidly to support requests and are always happy to answer the most stupid of questions (of which I often ask them!).
     
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    N

    Nick Green

  • #13
    Do you know if any customers have tried to buy from you when the site has been down?

    If you have suffered financially through their negligence (the site being down) then you may have a case to sue. It all depends on the contract and whether any promises have been made in terms of %age uptime.

    Otherwise, I guess it's just a case of finding the best route out..
     
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    N

    Nick Green

  • #15
    Granted, but they're professionals at the end of the day and they are providing a service to you for which you pay. They have a duty of care to you, as a professional, to provide that service to a certain standard.

    By the sounds of it, the site regularly going down at about 8 every day doesn't sound like a technical problem beyond their control or something they could not reasonably put right...
     
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    SC1979

    SC1979

    Free Member
    Oct 3, 2008
    37
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  • #16
    I do feel like i should be able to sue. We have editorial & 2 adverts in the local press advertising the website at considerable expense, just got my copy through the door and the site is down again. This looks seriously bad for my business!
     
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    C

    cb2011

  • #17
    Hi,

    I wondered if you had found an answer to your problems as I too had a site built by webcreationUK and find the site goes down a lot or other problems occur, not to mention the shabby phone service (short perturbed sounding sales people only-no way to contact developers or anyone to give advice, waiting weeks for email replies and then more for action to be taken, despite numerous written complaints.)

    I see someone has written that they may own some coding. If I wanted to move the entire site away from Webcreationuk- the CMS, shopping cart, site itself, content, images, the whole lot, does anyone know how much this would cost, and could recommend a new place to host and look after our site? I am not interested in PM-ing anyone about services, but I am interested in users who have websites recommending people they themselves use and find to be good.

    Thanks so much.
     
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    M

    Michael-Bush

  • #18
    I would write a strongly worded letter to them via the post directed to the management. Threaten action against them as their terms state that hosting will be available at all times.

    Get advice from a professional.

    Maybe write a few bad reviews against them as well ;)

    Michael
     
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    G

    Graemem

  • #21
    cb2011 said:
    Hi,

    I wondered if you had found an answer to your problems as I too had a site built by webcreationUK and find the site goes down a lot or other problems occur, not to mention the shabby phone service (short perturbed sounding sales people only-no way to contact developers or anyone to give advice, waiting weeks for email replies and then more for action to be taken, despite numerous written complaints.)

    I see someone has written that they may own some coding. If I wanted to move the entire site away from Webcreationuk- the CMS, shopping cart, site itself, content, images, the whole lot, does anyone know how much this would cost, and could recommend a new place to host and look after our site? I am not interested in PM-ing anyone about services, but I am interested in users who have websites recommending people they themselves use and find to be good.

    Thanks so much.
    Click to expand...

    Have they not provided you with some kind of control panel for the hosting? Or any access at all, ftp? Did you register the domain yourself or do they have control over that as well?

    If you have the access then moving it shouldn't be too hard. However if they are using their own CMS software they might not allow you to move it, you really need to check with them. Also if it is their own software you might be better off paying them the fee to move it to your new host.

    Good hosting isn't too hard to find, I use www.markethosting.co.uk - there are also plenty of other good hosts on here as well.
     
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    C

    cb2011

  • #23
    Thanks I'll look into them. I believe our cms is oscommerce, although the server is down at the moment, which makes me think it is built by webcreationuk, little confused, but our invoices come out with oscommerce written on them, so perhaps this is moveable. They registered out 2 domain names also. .co.uk and .com (as we moved to .com but keep the uk as some people know only this and this comes up on google more than the .com)

    I have a control panel where I edit text, provide prices, add pictures etc. but other aspects of the site are set in stone and cannot be edited.
     
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