Forum Discussion

creativeSpurts's avatar
creativeSpurts
New Poster
8 years ago

Trying to upgrade since of October of 2016 but cursed by the error message!

Since October of 2016, pre Gen5, my husband and I have been calling so much I have lost count. First I just wanted to go up to 10gb....error message, Im told the  technical team would look into it and call me when it is fixed. November, December same thing. We still have not recieved a phone call and the same vicious cycle began when (oh happy day) we can upgrade to Gen 5 and everything will be fabulous. I have been given 2 appointments and rearranged my schedule to be available for a now show both times. And guess what? I call to be told there was an error message so the work order didn't go through and they can't figure out why so the technical team blah balh...and they will call me when it is fixed.

Why? I don't know what else to do, I live in the boondocks, Im a merchaniser...I need this resolved fixed and history. I am so over it...going on 8 months now.

Data Management
Performance
  • Liz's avatar
    Liz
    Moderator
    8 years ago

    Good morning creativeSpurts,

     

    Welcome to the community and thank you for posting. We definitely want to get to the bottom of this and get you upgraded to Gen 5. I pulled up your account to investigate further and I see in the notes which error you're getting. Your case has been escalated so I will check with our folks here at corporate on the status of this for you. 

     

    Your patience and understanding are much appreciated.

     

    • creativeSpurts's avatar
      creativeSpurts
      New Poster
      8 years ago

      Thank you Liz, 

      I do appreciate your efforts, however; your resolution is exactly what I have been hearing since the Fall of 2016. It would seem to me that the logical solution to resolving this "error message" issue would be to close my account and start over. I stayed up until 2am this past Monday morning to upload some pictures but still used up all my tokens and no bonus bytes were used. I then tryed to purchase tokens but got an error message, I tryed again, same error message. The screen got stuck so I had to restart my computer and  when I checked the status meter, both purchase of tokens had gone through giving me 10 gbs. My computer auto updated this morning and now I have only 1.8 gbs left. Really?!?? 8.2 gbs to update windows? Obviously my account and system is messed up and has been for a long time. I can't take another 8 months of escalated customer service to fix an error message. I have been a good customer and have always paid my bill in a timely manner. No I will not accept  "I pulled up your account to investigate further and I see in the notes which error you're getting. Your case has been escalated..." as a solution.

      • Liz's avatar
        Liz
        Moderator
        8 years ago

        Hi creativeSpurts,

         

        No, I agree the escalation is not a solution, but we are working to address your concern and find a solution. I have already reproduced these errors and have documented them for our engineers who can better decipher the errors and figure out why your upgrade isn't going through. Once I have an update, I'll post back.

         

        Your patience and understanding are much appreciated.

         

  • jlantz's avatar
    jlantz
    Junior
    8 years ago

    Nice to see just like I was told by a phone agent, that this HAS been going on for a few months.. 

     

    I bet you are like me... stuck in a higher priced, lesser product, and no way to upgrade to a lower price for a better product.. 

     

     

    The REAL funny thing about all of this....  This is a COMMUNICATIONS company, and they are the WORST I've ever seen at communication, or reslving customer problems. I'm guessing  especially since it's in their best financial interest to NOT fix the problems.... 

     

    Give it a little time, they will delete this post too to cover up their ineptness...