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11-07-2013 Chat 2:

Hello, welcome to webs. How are you doing today?

Peggy: http://www.cushingcommunitytheatre.org/christmas-in-cushing Where are the pictures?

Danielle: I'll be happy to assist you with that today.

Danielle: Have you moved/renamed any files on your site

Peggy: Thank you

Danielle: ?*

Peggy: No.

Peggy: No access to files because of the horrible new admin site

Danielle: The files would be in your File Manager tab under your Dashboard.

Peggy: There is no File Manager tab any more.

Peggy: We can't even create new folders.

Danielle: Thank you, please give me a moment to look into this for you.

Danielle: I'll be right back with you.

Peggy: ok

Danielle: Your namesevers are not set to Webs. They'd need to be set to ns1.webs.com and ns2.webs.com

Peggy: I can't do that and it hasn't mattered in the past

Danielle: That will cause the domain to not show your content correctly.

Peggy: http://www.cushingcommunitytheatre.org/home

Peggy: The pictures show up on that page. That's not the problem.

Danielle: Some content will not show correctly if the domain is not pointed here.

Peggy: And here: http://www.cushingcommunitytheatre.org/

Peggy: That's insane.

Peggy: Thanks anyway. I'll look for a workaround. Webs takes more backward steps every day.

Danielle: You're welcome.

Peggy: BTW

Peggy: Go to the first link, and click on the empty photo spaces.

Danielle: Yes, I see the images

Peggy: Yip, so the server is not the problem.

Peggy: It's the site builder.

Danielle: If the domain is not correctly set to point to Webs-- the content will not show correctly.

Peggy: You're mistaken, but thanks.


11-07-2013 Chat 1:

Hello, welcome to webs. How are you doing today?

Doug: Hi there! How can I help you today?

Peggy: What in the world is going on with the site builder? I can't get to my pages, and can't add a page.

Doug: ARe you getting any error messages?

Peggy: No, but the whole thing has changed. The dashboard is useless.

Doug: The builder that you now see is actually our newest builder that all Sitebuilder 3 users are currently being converted to.

Doug: This was designed by our development team to make navigation and site management more efficient for members! It has several new features, however, your premium services, your site content and the actual editing tools has not been changed!

Doug: This was a mandatory conversion so we will not be able to revert you back to the previous version as we are in the process of getting rid of it completely.

Doug: We are happy to answer any questions you may have and to help you make this transition as smooth as possible.

Doug: To read more about the changes and to even make any suggestions, please click here: http://webs.zendesk.com/entries/22294795-Comparison-Previous-Control-Panel-The-New-Webs-Dashboard-

Peggy: What in the hell do I do? I have to add a page.

Peggy: I don't want to read about the changes. I have work to do.

Doug: ARe you looking to add an Application page, or a regular page?

Peggy: regular page

Doug: You would press PAGES, then the +ADD A PAGE button

Peggy: hang on

Doug: Take your time

Peggy: I clicked on pages, and there is no option to add a page

Doug: It would be a green button at the top of the list of Pages

Peggy: Okay, I found it. NOW, how do I get to my files, I need to created a new folder.

Doug: I'm afraid the File Manager no longer supports the option to create folders

Doug: To access your file manager, click on your Dashboard at the top right of your account.

Doug: Then click on Settings on your left-hand side.

Peggy: The people who designed this should be disciplined severely

Doug: Then click on the File Manager sub-tab.

Peggy: That is insane! I will talk to the man who owns the site about taking the site somewhere else.

Doug: We are always looking for ways to make WEBS better! You can click on the following link to make a suggestion to our developers:

https://webs.zendesk.com/forums/20738696-feature-requests

Doug: We appreciate your feedback!

Peggy: How are we supposed to organize our files?

Doug: I'm afraid that is not something our system supports at this time

Peggy: So webs is going backward instead of making progress. I know this isn't your fault, but this is the most inane, stupid setup I've ever seen.

Doug: I sincerely apologize for any inconvenience

Peggy: Inconvenience? That's putting it mildly. When does our package expire?

Doug: May I have your website address please?

Peggy: http://www.cushingcommunitytheatre.org/

Doug: Thank you, one moment please while I check your account.

Peggy: ok

Doug: It looks like your package expires on 03/28/2014, but it is set to Automatically Renew

Doug: If you want to turn off the auto renew, please follow these steps.

Peggy: But you say this worthless new design will be done away with entirely? What happens then?

Doug: Step 1. Click on your Dashboard at the top right and then on Settings on the left hand side.

Doug: Step 2. Then click on the Billing sub-tab. Then click on the 'manage' link in the Subscriptions field and click 'Cancel my Subscription'.

Doug: What this does is take off the auto renewal of your Premium package. It is now set to expire.

Peggy: You set it to expire?

Doug: No I'm not able to do that here in chat

Peggy: Good. But you say this worthless new design will be done away with entirely? What happens then?

Doug: No the old design is being done away with, the New Builder is the one our developers are moving all users to.

Peggy: Persons making this decision must be on drugs.

Peggy: This new site builder will NOT happen with the old sites that never converted to the new, right?

Doug: I cannot say for sure, as we are not made aware of all plans for the future until it gets closer to the release date. I do not believe that would be the case though

Peggy: It better not be. Thanks for helping and for the REAKL

Peggy: and for the really bad news.

Doug: You're welcome!

Doug: Did you have any other questions today?

Peggy: No, I'm going to take a blood pressure pill.

Doug: Have a fantastic day and please contact us if there is anything else we can help you with!

We need your input!

Help improve or congratulate our support team by taking a couple moments to fill out the following survey.

Click here to take our Survey

Note, If you have more questions feel free to come back into chat.

We are here 24/7 and ready to assist you at any time.


3-25-2013

Hello! Welcome to Webs. How are you doing today?

Peggy: Hello! The emails I send from the members sections are not sending.

Danielle: I'll be happy to assist you with that today.

Danielle: Are you seeing any errors?

Peggy: I sent one to a friend and copied myself at my gmail acct. and we didn't receive them. Not seeing any errors.

Peggy: I sent an email to the gmail addy from my personal email acct and I did receive that.

Peggy: If I hadn'

Danielle: What is your username?

Peggy: If I hadn't logged in to my acct, I wouldn't have know that I had two people requesting membership. username: cushingcommunitytheatre

Danielle: Are you not receiving the notifications that members are registering?

Peggy: I had been receiving them, but did not receive any notification about the most recent two

Danielle: Did you check your spam box?

Peggy: And emails are not sending from the member section

Peggy: Yes.

Peggy: I get a notice saying the emails were sent, but they don't go through

Danielle: Are you referring to Email Blasts?

Peggy: yes

Danielle: Thank you, please give me a moment to look into this for you.

Danielle: I'll be right back with you.

Peggy: Thank you. I'll wait.

Danielle: I have submitted a ticket to our technical department for you. You will receive an email with a confirmation of the ticket within an hour of closing this chat.

Danielle: This email is not the solution to your issue, it is a confirmation that your issue has been escalated to our technical department.

Danielle: Please reply to this email should you have any other questions in regards to your ticket.

Danielle: This email is your direct link to the technician assigned to your issue. We create tickets when we are not able to resolve the issue in chat.

Danielle: Please Note:

This email will go to your contact email address in your webs account.

Danielle: Is there anything else I can help you with?

Peggy: Thank you. And my links are still not opening in new windows.

Peggy: I posted my problem here: https://webs.zendesk.com/entries/21657758-links-not-opening-in-new-window

Danielle: You're welcome.

Danielle: Okay, great. Our engineers will review that

Peggy: But the problem was first posted in June 2012

Danielle: You can let our techs know when they reply to your ticket

Peggy: The same ones that are checking into the emails not sending?

Danielle: Yes.

Peggy: Okay.

Hello! Welcome to Webs. How are you doing today?

Samantha: Hi there! How can I help you today?

Peggy: Danielle, Since I am not receiving emails from webs, not sure I will receive anything from the engineers.

Peggy: You can read my chat with Danielle here: http://www.cushingcommunitytheatre.org/walter

Samantha: Let me see if she is available

Danielle: Welcome back.

Peggy: Since I am not receiving emails from webs, not sure I will receive anything from the engineers.

Peggy: I thought about that after I closed the chat.

Danielle: You should receive the email to your contact email in your account.

Peggy: that is the one connected with the webs acct

Peggy: The email acct that is not receiving notifications or email blasts.

Danielle: You should still be able to receive emails from our techs.

Peggy: I am not confident that will happen.

Peggy: I believe the engineers will email me, but not sure it will get through to me.

Danielle: If you don't receive a response, come back to let us know.

Peggy: By when?

Danielle: Within an hour that the chat closes.

Peggy: Okay.

Peggy: I am glad that I am keeping copies of the chats.

Danielle: Great!

#3 - 3-23-2013:


Hello! Welcome to Webs. How are you doing today?

Doug: Hi there! How can I help you today?

Peggy: Hi. How to I get to my sidebars so I can add links?

Doug: To enable your sidebar, you will need to change the Page Layout. Click on the cog at the top right under the Publish button on the page you wish to edit, and change to a layout with a sidebar option.

Doug: To add certain sidebar modules, click on the App Feeds tab at the bottom of the screen. Our engineers are working on a way to add and enable more modules in the future.

Doug: Note: At this current time there isn't a way to enable the sidebars to appear automatically on each page. You will have to customize and create a sidebar for each individually. Our engineers are working on a way to implement where customized sidebars are enabled on all the pages.

Doug: You are also unable to add them to the application pages at this time. The development team is working on improving the way the apps pages work, so you will have more options in the future.

Peggy: Thank you. Guess it's too late for me. There is no way I am going to rebuild pages.

Doug: You're welcome Peggy, I'm sorry about that!

Peggy: Or redesign pages.

Peggy: Doug, you're the best!

Peggy: Thanks again.


#2 - 3-23-2013:


Hello! Welcome to Webs. How are you doing today?

Doug: Hi there! How can I help you today?

Peggy: Hello! I have tried several times today to get the link at the bottom of this page (http://cushingcommunitytheatre.webs.com/magic-of-the-movies-page-3 ) to open in a new window. And it doesn't work.

Doug: I'm sorry to hear that Peggy! May I have the URL of the page you want to link to, so that I may try it myself?

Peggy: http://cushingcommunitytheatre.webs.com/magic-of-the-movies-page-4

Peggy: I even cleared my cache and restarted my computer.

Doug: Thank you, please give me a moment to look into this for you.

Doug: I'll be right back with you.

Peggy: Thank you. I'll wait.

Doug: The engineers are looking into this issue. Please refer to the following link for updates:https://webs.zendesk.com/entries/21657758-links-not-opening-in-new-window

Peggy: Thank you!

Doug: You're welcome!

Doug: Did you have any other questions?

Peggy: Not at this time. Have a good weekend.

Doug: Have a fantastic day and please contact us if there is anything else we can help you with!



#1 - 3-23-2013:

Hello! Welcome to Webs. How are you doing today?

Erin: Hello! How can I help you?

Peggy: Hello! It was supposed to take 24 to 48 hours for our domain name (cushingcommunitytheatre.org) to point to our webs site & that's been 3 days ago.

Erin: I'll be happy to assist you with that today.

Erin: Where is your domain registered?

Peggy: Our webs site address: http://cushingcommunitytheatre.webs.com/

Erin: Okay! Where is your domain registered?

Peggy: The registrar changed the server names as instructed by webs and I notified webs of the domain name. Webs told me it would only take 24 to 48 hours.

Erin: Was it attached to your website here as well?

Peggy: Alll of the instructions from webs can be found here: http://cushingcommunitytheatre.webs.com/walter

Erin: I do not see it attached to your website yet.

Peggy: Doug: Make sure that your domain that you want to add is first pointing to our name servers. ns1.webs.com and ns2.webs.com

Erin: You would have to attach it within your sitebuilder for it to properly show up here.

Peggy: I will try that and if it doesn't work, I'll let you know.

Erin: Okay, sounds good!



3-21-2013:

Hello! Welcome to Webs. How are you doing today?

Peggy: Hello. I am trying to change a photo on my home page, and it just won't happen. Link to photo: http://cushingcommunitytheatre.webs.com/Directors_Workshop%20250x250.jpg

Jamal: This is a known issue that our engineers are aware of and working to fix as soon as possible. Please use this link below to follow updates as to when this issue is resolved:

Jamal: https://webs.zendesk.com/entries/23405603-Images-Not-Appearing-on-Site-Images-Not-Uploading-FWB-33137

Peggy: Th photo is already uploaded to my file manager

Peggy: Okay. Is there an extimated time when the issue will be fixed?

Peggy: Also I am unable to login to the support page. No matter what I do.

Jamal: Unfortunately, we do not have an estimated time as to when this will be fixed. However, our engineers are working to resolve this as soon as possible.

Jamal: If you haven't posted at the support page before you'll need to sign up for a login.

Jamal: You can do that by clicking on Sign Up at the top right.

Peggy: Okay, let me see what happens. Hold on.

Peggy: It appears to have worked! Thank you


*************************

PEGGY:

I changed the contact email address on webs. It is now: [email protected]

That will keep the theatre email separate from my personal email.



#2 - 3/19/2013

Hello! Welcome to WEBS. How are you doing today?


Peggy: Jen, IF I upgrade the free site to a Premium Starter, do I have to wait 60 days after the renewal of the domain name?


Angee: I'm sorry I don't know what you mean?


Peggy: Hello! Welcome to WEBS. How are you doing today? Peggy: Hello! I created a free site, and have a couple of questions. Is a Premium Starter site $4.95 on a monthly basis? AND can I attach an existing registered domain name to a Premium Starter site? Jen: Hello! Yes, the monthly Starter package is $4.95 plus a one time set up fee of $5. And yes, you can attach an existing domain to your account with this package. Peggy: Wonderful! Thank you! Jen: You're welcome!


Angee: No the only time you'd have to wait 60 days to do anything is if you registerd a domain and wanted to transfer it


Peggy: Good. So I can upgrade to Starter, and have the domain name attached or pointed to the site right away?

Peggy: What is the charge to attach/point the domain name to the Starter site? And is it then $29.95/yr?


Angee: Yes you can


Peggy: The charges?


Angee: The charge is if you register a domain here


Peggy: So there is no charge to attach/point the domain name to the Starter site?


Angee: No just the price of the package


Peggy: Thank you!


Angee: Very welcome

Angee: Did you have any other questions?


Peggy: Not at this time. :)



#1 - 3/19/2013


Hello! Welcome to WEBS. How are you doing today?


Peggy: Hello! I created a free site, and have a couple of questions. Is a Premium Starter site $4.95 on a monthly basis? AND can I attach an existing registered domain name to a Premium Starter site?


Jen: Hello! Yes, the monthly Starter package is $4.95 plus a one time set up fee of $5. And yes, you can attach an existing domain to your account with this package.


Peggy: Wonderful! Thank you!

Jen: You're welcome!

3/16/2013


* Doug: If you transfer your domain, there is a one-time $12.95 fee. Think of it as a renewal of the domain, because it actually gives you an additional year added to your domain registration.

* Peggy: Let's recap: We can use a registered domain name with a free site & need to wait 60 days after the last renewal to transfer the name. When we transfer we pay $12.95 & won't owe anything until next year & then we pay $29.95. Whether we register a domain name here or rtrasner the registration completely, we retain ownership of the domain name & can transfer it to another website at any time. IS ALL OF THIS CORRECT?


* Doug: Yes


**********************************

COMPLETE TRANSCRIPT:

Hello! Welcome to WEBS. How are you doing today?

Doug: Hi there! How can I help you today?

Peggy: Hello, the domain name I want to use for a new free site I just built was renewed last week for another year. Is that a problem?

Doug: Not at all :) is that domain registered here?

Peggy: No, it isn't registered here, but I was told if it was renewed in the last 60 days that could be a problem.

Doug: Well, you won't be able to transfer the domain name completely, but you can attach it here

Doug: Here are the steps to attach a domain that you have registered outside of webs.com. Note that you MUST have a Premium Package in order for us to host your domain (Starter, Enhanced, or Pro package).

Doug: Here is a quick link to upgrade, if you have not done so already. http://bit.ly/webslsspu

Doug: Make sure that your domain that you want to add is first pointing to our name servers.

ns1.webs.com and ns2.webs.com

Doug: Then follow these instructions.

Doug: 1. Login to your webs account.

Doug: 2. Click on the Control Panel tab in the top right.

Doug: 3. Click on Register A Domain Name in the menu.

Doug: 4. Scroll to the bottom of the page, and choose the 2nd to last option 'Own a domain name that you want to attach to your Webs.com site without transferring it? Attach it now, or learn more.'

Doug: 5. Enter your domain you want to setup.

Doug: 6. Click the 'Go' button to complete.


Doug: As long as your domain is pointed to our name servers, your domain will be setup and you can set your site to use it as the primary address.

Peggy: Okay, then we have a problem. I was told that we could use the domain name with a free site and it would cost us $29.95/year. The information you are giving me is in direct contrast to the info I was given yesterday.

Doug: That is if you register one here, or transfer the registration completely

Doug: The second option cannot be done until the domain is older than 60 days

Peggy: The domain name is older than 60 days, but the annual renewal was made last week. That takes me back to my orginal question.

Doug: Yes, since you recently renewed it, you need to wait 60 days before you can transfer it

Doug: You renewed the registration, as if it were new again.

Peggy: AND what do you mean transfer the registration completely? We want to maintain ownership of the domain name.

Doug: Either way you would maintain ownership :)

Doug: If you currently have a domain with another registrar, but want it to point to your webs website, there are two options you can do.

Doug: Option 1. Keep the domain with the current registrar and only change the name servers to point to your webs website. If you decide you want to do this, you need to have one of our three Premium Packages, Starter, Enhanced or Pro. And you also cannot manage your domain through your webs account, as it resides with the other registrar. Should anything happen with your domain, we cannot provide support for it.

Doug: Option 2. You can transfer the domain to rest it within your webs account. This is beneficial to you in many ways. The biggest, reason, it allows you to manage your domain and website in one convenient location.

Peggy: We don't have another website

* Doug: If you transfer your domain, there is a one-time $12.95 fee. Think of it as a renewal of the domain, because it actually gives you an additional year added to your domain registration.*

* Peggy: Let's recap: We can use a registered domain name with a free site & need to wait 60 days after the last renewal to transfer the name. When we transfer we pay $12.95 & won't owe anything until next year & then we pay $29.95. Whether we register a domain name here or rtrasner the registration completely, we retain ownership of the domain name & can transfer it to another website at any time. IS ALL OF THIS CORRECT?

Doug: Yes

Peggy: If at some point we transfer it to another site, is there a charge to do that?

Doug: Not on our end, though there may be on the end of the new registrar

Peggy: I understand. Thank you! Have a good weekend.


Doug: You're welcome!

Doug: Have a fantastic day and please contact us if there is anything else we can help you with!



3/15/2013: Walter, Cox refuses to let me email certain information to you. What a pain! Since I talked with you this morning, I chatted with webs tech support. Yes, you will still have to pay the $20/year. This page cannot be viewed by the public. Please add the URL to your favorites. I will try and email you when I post a new message. Hope the chat makes sense! Transcript is below:


Hello! Welcome to WEBS. How are you doing today?

Angee: Hello! How can I help you today?

Peggy: Hello. I built a free website and we want to use a domain name that is already registered. It's my understanding that the cost is $29.95/year. But I have another complicated question,

Angee: You won't be able to register a domain name that's already registered again you can transfer it here or attach it. I can help you do both.

Peggy: Yes, I understand that.

Angee: Ok great

Angee: What's your other question?

Peggy: My question is this. It costs $20/year to keep the domain name. Once we transfer it to webs, will we still have to pay the $20/year?

Angee: Yes that's correct

Peggy: Okay. What info do I need to transfer the domain name?

Angee: If you are wanting to transfer your domain name to webs.com, you need to make sure that your domain has not been registered or renewed in the last 60 days.

Angee: If it is newer than 60 days you will not be able to transfer but you can attach your domain instead.

Angee: Otherwise, please follow these steps.

Peggy: The domain name is old.

Angee: Step 1. Click on your Control Panel tab in the top right of your account.


Step 2. Click on the Register A Domain Name in the selection menu.


Step 3. Scroll down to the Transfer a Domain option on that page.


Step 4. Enter the domain name and Authorization code from your current registrar.

Peggy: Thank you for the info!

Angee: Very welcome

Angee: Did you have any other questions?

Peggy: Not at this time. Do we get any other perks from webs for transferring the domain name?

Angee: Well we have 3 packages to choose from to make editing your site easy plus if you choose from enhanced or pro yearly the cost of your domain is included in the price.

Peggy: Yes, I understand. But I wondered if we got more storage space, etc.

Angee: Sure

Angee: The Enhanced package is $99.95/year.

Angee: The Enhanced package includes:

*Ad free

*$125 Google Adwords credit ($25 must be used first, and then you will receive $100 additional)

*$50 Facebook credit

*Free custom domain name (worth $29.95)

*5 email addresses

*1000 MB of Web Storage

*25 GB of Bandwidth

*1000 Minutes of Video Storage

*30 webstore items

*1000 web form submissions per month

and 24/7 Live Chat support.

Peggy: The org can't afford that.

Angee: The 2 year package includes the above and is $179.95.

Angee: *Please note that you must be a resident of the United States or Canada in order to redeem your Google AdWords and Facebook Credits.

Peggy: That's not my question

Angee: WE have sales on the packages all the time so you might be able to catch a sale and upgrade then

Peggy: My understanding from you yesterday was this:

Peggy: Angee: The domain name includes: *1000MB of bandwidth *30 minutes of available video storage *5 web store items *25 form submissions a month *41.9 MB of web storage.

Angee: Yes that's correct

Peggy: I was checking to be sure I got that right.

Angee: Yeah you do

Peggy: Angee, you're the greatest. Thanks.

Angee: Very welcome

Angee: Did you have any other questions?

Peggy: Not at this time. Thank you! :)

Angee: Have a fantastic day and please contact us if there is anything else we can help you with!