One person’s experience with “Premium Support Options”
5 days ago, after a phone call to varien, I was told they could help migrate my site if I signed up for the “Premium Support Package” to help get my site migrated. This was a relief as my hosting provider and I struggled to get my site migrated using every option we knew of. My hosting provider recommended “Premium Support” as they could not figure out how to migrate it (1.098xx / No Core files changed / default theme / 1000 products, some templates modified). So I put out $500 to get my site migrated (and maybe get some help with other features down the road).
Varien asked for passwords to my DB, Admin Console, Magento, etc etc. So I made all the configurations to send them another set of passwords and document it all. Then I received an email after 36 hours saying that they are sorry that they will not be able to help me migrate my site as they believe I need their “professional service help” $$$$ , to migrate the site from 1.098xxxx to 1.1.2.
So I give a call to them and help them understand that my installation has been carefully modified and is: 1.98xx / No Core files changed / default theme / 1000 products and they agree that this migration is within the scope of their premium support. Varien asks for notes on the support ticket with my hosting provider (who actually did nothing to modify the 1.098xx install - they simply set up another clean install of 1.1.2 for me to try and perform a manual migration). So I send the notes and wait the weekend out.
On Tuesday I received this notice(4 days after ticket has been generated):
After reviewing the information you have sent us we must inform to you that we will not perform the reinstall requested from the Support Department.
We do not provide installation services under the support contract.
Too many changes have been performed on this installation, by different parties and it is almost impossible to track the changes and activities done on it.
We have 2 options to proceed:
1) You should run the upgrade again on a clean Magento install, and if you will encounter problems you will provide us with the details and we will be able to help.
2) You will purchase professional services to solve the issue
I fully understand the delay has caused you an inconvenience with your client, however the problems are now out of our support Scope.
Please don’t hesitate to contact us with any additional questions.
“Install services - this is an upgrade?” “Track changes?” - this is a default theme installation with modified templates. Why would I “upgrade a clean magento install?” “I will purchase professional services?”
What is going on here?
Listen, Magento appears to have great potential and is obviously feature rich, but I definitely feel a bit burned here and like my time is not being respected. Yesterday I spent 8 hours migrating to the clean install all my attributes, settings, options, trans emails, etc etc. Today I am going to tackle the migrating the catalog. We are committed to seeing magento / varien succeed but this is not what I expected from paid support.
This is just one person’s experience, and I hope other customers are having better experiences with the “Premium Support Options.”