Total Disaster - BoonEx Support SUCKS!!!!

Not even sure where to start with this.  We paid to be a contributor and are paying $40.00 dollars a month for VPS hosting and we can't get anything going.

BoonEx installed a brand new load of v6.1.2... then upgraded us to 6.1.3 since the timing was right about when 6.1.3 came out, so they help us with the upgrade.

We were all setup and stable (after a lot of e-mails and complaints).

Then 6.1.4 came out and they upgraded us to that version.  Since that day, we have been down hard and can't do anything in admin.  Widgets lost registration, we somehow NOW HAVE the version that advertises BoonEx, which we didn't have prior to 6.1.4, our logo was repalced with theirs and when we try up upload ours again (which remember it was in place already ) cannot be uplaoded.  We get all sorts of errors.

It's been over a week, nearly two weeks since we've reported these problems.  Everything was fine and stable with 6.1.3.  Once 6.1.4 was installed (by BoonEx), it's been a complete disaster and we can't seem to get their attention.  We are paying for something we can't use.

We have been extremely patient and understanding, but enough is enough.  BoonEx needs to get their S**T together if they expect me to support their software.

Every time I post an e-mail to support@boonex.com, I get an automated reply and then a few days later, someone will ask me for root or ftp login info.  That info has been provided over and over again, but no one is fixing the problems THEY CREATED.

Bottom line, we're down hard, can't do anything on the site, WE GET TONS OF PHP LINE CODE ERRORS, and still can't upload our own site logo, which was in place and displaying just fine before 6.1.4.

What can I do?  I paid for this program and can't use it.  I've had about 1 stable week since I started with BoonEx and now it's just a mess and I can't seem to get help.

I'm absolutely disgusted with them and their support.  We didn't cause the errors.  BoonEx should check their work before they contact us telling us our site is up and running.

Any advice out there?

I don't think there is anything anyone on this forum can do to help you.  I would write Victor, the CEO, and as him to address this issue.

Rob

sorry to hear that clubzooey,Live support maybe will be the best for boonex for  those who paying for the softwear,especially if we do spend money on it.

I agree... it's not like I just download some freeware and expected all this attention.  I paid for this program "and" paid for the installation.

It's the BoonEx team that has totally screwed up my site.  Unfortunately, I'm at their mercy.  There is no live support, which is a real shame and I do agree that members who pay should have some phone support or at least a priority on trouble calls over non-paying users.

One more reason to change the "upgrade" method... Better to publish fixes one by one as soon as they are know rather than upgrade patches that will corrupt features that was working well...

I know... my words are just a voice in the desert... :-)

What is boonex doing with all the license fees???

Seems they are severely shorting the support budget  ..... 
.

Mybe Boonex should have live chat support with those who paying for the lic softwear after all.I know we address them with all these problem we have,we know for sure they won't care  they have their money.

Chasing our own tails.

We pay them to install their product. Where? On our $40.00 server. We get errors. We cry about them errors, but don`t want to read what the error is about.

Too bad we all got used to our moms and dads to be there for us and fix our problems.

The main problem here is ; everyone sees that dolphin is FREE. But nothign else.

Yes you will be able to buy Audi A8 for $10000.00 but then you will cry for 800.00 tire?

Just, PLEASE read these forums and blogs before you post your problem.

Or call your mam and see if she can do something about it.

Nurke wrote:

Just, PLEASE read these forums and blogs before you post your problem.

Or call your mam and see if she can do something about i

Another self-appointed Forum policeman?  That is a extremely rude comment Nurke.  Someday you may want help here.  Do you want people to respond the same way?

Nurk,Now you don't make any sense,what the mam or mom whatever you call it,have to do with support or paying for softwear?40 dollars its alots of money maybe not for you but from the others thats alots.

Do you Have any idea what you are talking about????????????

If you pay for an install, there should be no error's to read!!!!!!!!!!!!!!

But when the install comes from Boonex, they should be replacing your $800,00 tires.

Understand Paid is not Free....

sorry to hear this clubzooey,

i hope that you hear from somebody soon who is goin to get your site squared away and running again.

later,
DosDawg

I can't say what they got going on on there end in terms of support or email or any of that.

But I still say they need to come up with a much better support ticket system. Yes I've mentioned esupport by kayako in the past, it's like $30 per month or something. This one rocks. I wouldn't even mention it if it wasn't worth it.

Part of the problem I think is some email support with:

my ray don't work, please help.

This is a little vague and lacking.

But a decent support system would still be able to track this. You can setup pre-defined replies(boonex). Thanks for contacting us we require more info...(info required....) you get the idea.

And it is all tracked by numbers, email you name it. If a ticket closes and they reply bam it re-opens.

I have nothing to do with esupport/kayako but this one is one of the better ones out there.

If they can't come up with a decent support ticket system of their own they certainly need to take a look at this one, or adapt it to there own.

gameutopia

Nurke.... you don't have a clue what you're talking about, so when you comment to my concerns, please have your facts or don't say anything at all.

My entire Dolphin and Ray package was installed by BoonEx staff.  We PAID for the software and we PAID for their so called PROFESSIONAL INSTALLATION.  No one knows Dolphin better than BoonEx, so we chose them to install the software for us on our VPS.

Since that time, we've had maybe one full week of up time.  We had more errors than I care to mention, it takes a week or better just to get BoonEx attention and we've been hacked a number of times where someone was using our server to send out more than 100,000 spam e-mails every single day.

During the spam issue, we had to shut down the servers.  Where was BoonEx?  NOWHERE in sight.

Like I said before... this was not something we are using FREE.  We paid for their software and installation and it's been a complete nightmare since the 1st day.

How much more can we take before we tell BoonEx to stick it in their ________________.

Policeman? No .

You guys just make it harder for the rest of members to find solutions by placing the same questions over and over and over again.

Just look a few posts up or down, left or right before you ask a question and you will most likely either find a solution or see whats going on.

No one here has paid for software. You all have paid for their banner removal licence. The software is FREE for all, which you can edit anyway you want.

OK now. if you have problems, you send me an email about them, I ask you for site access infos and payment . You pay I get in correct codes, commands or whatever else is wrong. I click save and for me thats it.

Now If you have a problem with the server you are renting, thats your problem. If your server cant read or display Dolphin properly, Boonex`s got nothing to do with.

And then you come here crying about how they ripped you off.

So my point is; why do you come here to complain about boonex. There are 1200 same complaints. Just dispute your transactions with them. As simple as that.

Now about $800.00 tires....if you bring me an audi A8 and the tire from Ford Escort, I will bolt it on. But you are the one riding it. Got it now? You got sooooo advanced software, once again for FREE, but you want to run it on a server that hardly can support 5 html pages???  PFFF

ClubZooey, sorry for my comments, but couldn`t hold it anymore.

I am not sure but I think that DosDawq offers free install if you rent his server...Im not sure if thats him or someone else.Just go to expertxxx.com click on dolphin and you will see bunch of small banners offering that.

All is good and I can seey sense in all different opinions..

But, what's Boonex or Dolphin have to do with Spams or Down time??!!

I used to have sites hosted with some premitive hosting provider who ended up with spam being farmed on their server like hell... it was nothing to do with the content on my sites, it's a security issue on the host provider's end I would think.. Alternatively, SPAMS can get to you from a 'email addy scanner' run on your website by some spam freak.. an entry of your email address which you may have put at a different site.. and these are just 2 of hundreds os possibilities.

I can tell you now.. if your scripts works the first time, it will always work.. it just wont go changing itself by itself.. I'm a web-developer/designer, and people often come to me and say: something went wrong.. I say: NO!! NOT SOMETHING, BUT SOMEONE WENT WRONG.

With due respect to anyone who thinks that these problems are 'script issues'.. the chances are you are not quiet correct.. Once your script is installed, whether it be by Boonex or the holy ghost, and that script works the first time.. your script is, from that point forward, in within your control.. if you don't touch that script, and it suddenly stops working.. it's logical to say that the problem is somewhere else... Your server might have a 1000 hands allover it, from technicians, to engineers, to network and hardware techies.. and so on... Hell.. a simple upgrade of PHP on your server can stuff up everything on that server if the upgrade is not done properly.. I know of a hosting company that once said: A cleaner damaged a server and thats why those 400 site went down... go figure!!

I would be more than happy to pay them what ever they want to fix my issues, but I can't get them to even answer my emails. I had every intension of buying the PRO package, but at this point, it seems that would be a waste of money. Oh and I am using the hosting company that BOONEX said to use. So, it has nothing to do with paying or not paying because they don't answer anyway. I can't pay them if they won't even talk to me.

Oh, and by the way, we are all forced to use this forum because Boonex won't answer and we don't all have the unlimited time to surf through every single post that has ever been made. The search doesn't give accurate results. Sometimes things are posted more than once. WOW how tragic. If all you want to do is ridicule us then just leave us alone Nurke.

What are your issues? As you said...no help will come from Boonex. Rather than to complain about them, post your issues. Someone will respond with solutions.

Very often I have no idea what Im supposed to do, sometimes I post a question, sometimes read other posts and fix my site. So far there is no major problems with the site.

As I said, just explain your issues in details and someone will try to help you.

Okay. Thank you. Here is the url for one of my posts http://www.boonex.com/unity/forums/#topic/Can-t-upload-image-to-group-.htm let me know what you think. We are all just a little (maybe alot) frustrated. Thanks in advance for your help.

Mike Letcher [presale@boonex.com]  This guy has been very helpful to me. Turn around has generally been a couple of days unless it is the weekend. I have smartpro pack too. Although the last time it was about four days and someone else emailed me becuase Mike was on vacation. My hosting is with hostforweb so in addition to leaning on talented people in these forums I have used there live support a great deal. I am somewhat new to programming so this is what worked for me. I agree, there needs to be live support, at least for people who pay. I was going to use this site dolphingeeks.com but I none of my emails where replied to.

UcAdmin42 i hope you find your help,you might check this out

http://www.jamestadeo.com/dolphin/How-to-Install-Dolphin-6-Video-Tutorial.php i hope that help

And while we're at it  .....  Dolphin Documentation Wiki

ClubZooey - we're having problems too with 6.1.4. It's been a month, and I still can't release the website for public.

Then on 17 Sep, the website was hacked, and made into phising site & mail.php used for spamming.

I got into serious trouble with the datacenter where we hosted the server on :( 

The logfiles around the time of incident was deleted though by the bastard, so I can't find out how the cracker break through Dolphin/Ray.

So if you're using Dolphin/Ray 6.1.4, be careful out there.

Here's the report from PSBL : http://psbl.surriel.com/evidence?ip=202.43.163.44&action=Check+evidence