Heritage Web Solutions:
I am at a loss for words to describe the horrible experience of finding out that your server crashed and that you did not have a back up more recent than July 8.
When the server went back online, our site AFFPS.com had some old files, some missing files, a disabled shopping cart, a subsite (Decatur Market) that was completely lost.
I cannot access the shopping cart from AFFPS.com/CART/ADMIN.
Our merchant account with Authorize.net has received scrambled data and some orders (with multiple names assigned to the same invoice) that never went through the shopping cart. Authorize.net is also holding some unprocessed orders that were sent from our shopping cart which cannot be processed. I have repeatedly asked for this problem to be fixed, but NO ONE has responded.
Our business is crippled due to the complete disregard for customer service by Heritage Web Solutions. I have called many times today, but never get a call back.
The only person who has demonstrated interest in the success of our site is Kristina Roberts, and she has been reassigned to other areas within your company. I know that she would be very sad to know that the site she helped design has been treated with little or no regard by others.
We promoted Labor Day reservations (purchases on our site) by spending a lot of money. Now we are losing thousands of dollars each hour since we cannot receive or access customer orders.
Our phones are ringing off the hook and I'm handling them as best I can, working late hours. I cannot imagine that your company would just LEAVE work for the day without any interest in helping your clients, but that is what happened. I finally got a hold of one tech person by phone at 5:30 P.M. Who told me he was aware of the problems but that no one was working on it. He said he would try to reach his manager, but again that yielded no response.
What will you do to rebuild our site's missing files? Will you take any preventative measures? How can you operate in this manner?
I have learned a hard lesson with Heritage Web Solutions. IF our site becomes operational again, I will only use it until I have established a new contract with a new provider.
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