Hi everyone.

I am in search of some advice, not sure if this is the "right" forum section or not, but here goes.

I signed on with a design company to create and host my site. I am/was very green in the entire process. However, I have learned quite a bit since this all started.

I ended up creating it myself page by page, and really just handing over text to them, making changes, resending blah blah...

I have had one error after another, I have NO access to be able to change ANYTHING myself, and my programming doesn't work properly, now they just won't answer my emails. I had put about 1/2 down on this package to start, with the agreement that once completed, payment in full would be made. I hold a contract that states it was to be completed within 9 days after receiving all page text. Well that was well before Valentines Day. Um yeah, times up.

My question is: is this normal? I'm afraid to raise much of a ruckus, as I don't have ANY sort of back-up should they decide to shut me off.

I would think that generally one site owner should be allowed access to their site, at least to some extent. I'm not a dummy, I could make simple changes myself. Plus, I don't know how to work a few of the programming things they have, as it seems as if they are "backwards" the front door/user pass doesn't work, and I've repeatedly reported changes that need to be made in order for me to launch to the public. I've set deadlines, and asked that they be followed, ect. Now, it just seems as if they are not sure what to do either, so I get the "well you're site is just so unique" statements, that used to make me all warm and fuzzy, as if I had something one of a kind (isn't that all of our hopes?) now I take it to mean, hang on let us figure out HOW to do what you are asking, and when we get it figured out, we'll fix it.

Please, someone, I'm not asking for legal advice, but instead, what is the normal practice when you have your site professionally created? And without having any backup/discs/files, can another host just pick it up/off their site?

I'd drop them in a heartbeat, and move on and get someone else to properly fix this mess, if I knew I wasn't going to "lose" everything that it's taken to get this past 2.5 months.

Thanks PM me if you need or want more info, I just don't want to cause a public scene.

Welcome to WMT

This hasn't been a good experience for you and is not reflective on the many designers who go the extra mile to have happy clients. Unfortunately there are too many cowboys out there who give genuine designers a bad name.

Originally Posted by my2suns

I have had one error after another, I have NO access to be able to change ANYTHING myself, and my programming doesn't work properly, now they just won't answer my emails. I had put about 1/2 down on this package to start, with the agreement that once completed, payment in full would be made. I hold a contract that states it was to be completed within 9 days after receiving all page text. Well that was well before Valentines Day. Um yeah, times up.

Was the ability to edit the site yourself part of the contract? It's not uncommon for things not to work 100% correctly while a site is in development. However everything should work when a site is deemed complete!

Originally Posted by my2suns

My question is: is this normal? I'm afraid to raise much of a ruckus, as I don't have ANY sort of back-up should they decide to shut me off.

No it's not, good designers will keep regular contact with your during the build process with progress reports, news of key milestones and needing feedback.

Originally Posted by my2suns

I would think that generally one site owner should be allowed access to their site, at least to some extent. I'm not a dummy, I could make simple changes myself. Plus, I don't know how to work a few of the programming things they have, as it seems as if they are "backwards" the front door/user pass doesn't work, and I've repeatedly reported changes that need to be made in order for me to launch to the public.

Was access part of the contract?

Originally Posted by my2suns

I've set deadlines, and asked that they be followed, ect. Now, it just seems as if they are not sure what to do either, so I get the "well you're site is just so unique" statements, that used to make me all warm and fuzzy, as if I had something one of a kind (isn't that all of our hopes?) now I take it to mean, hang on let us figure out HOW to do what you are asking, and when we get it figured out, we'll fix it.

They're not sure what to do? Doesn't sound too good to me, you might be dealing with a bedroom "designer" - could even be a kid who has gone back to school - it does happen.

Originally Posted by my2suns

Please, someone, I'm not asking for legal advice, but instead, what is the normal practice when you have your site professionally created? And without having any backup/discs/files, can another host just pick it up/off their site?

You can't access your sites files unless you have logins. As they are hosting it for you it means you'll have to get them from them.

Originally Posted by my2suns

I'd drop them in a heartbeat, and move on and get someone else to properly fix this mess, if I knew I wasn't going to "lose" everything that it's taken to get this past 2.5 months.

I think you best plan would be to find a proper designer and get a solicitor to draw you up a letter to try and get your money back. It's a tough one but with the current rate of progress you'd be bettr doing this.

Welcome to WMT
Thank you. I wish it was under better circumstances that I am here.

This is a company, not just a cowboy I chose. It could be a cowboy they chose. LOL. Something like that, it's a crazy mess, I know that.

My contract states basically if I attempt to change and mess it up, I have to pay them to fix it.

I completely agree, and fully understand that things won't work 100% right off the bat, and trust me, they haven't. It's when they fix one side, the other side stops, and vice versa. (it's hard to explain unless I could show you or tell you more details on the site layout) It's supposed to be 2 forms/pages of the identical programming, however they don't work the same... (weird I KNOW)

Well, they don't come out and tell me they don't know what to do or how to fix it, but instead, I'm starting to pick up on that, when it just sits there, and then they come back with comments like "well you're site is just so unique"... leads me to believe that they don't KNOW how to correct it. Most of my issues are the same ones that they claim they have fixed but are not fixed. Feeling a bit like they are trying to trick me into saying YEAP IT'S GOOD. Url's are not redirecting to the correct pages, the sub categories don't divide, a few things I've asked for are not added... we're not talking major issues, but things that I feel are important, as a client. Not to mention the user/pass on the front door doesn't work at all, and I've had to change my opening/launch date at least 4 times now, due to these issues. I mean who wants to open half-assed, with errors, and issues? Thats NOT good for business, specially when one is paying to view my site. Doesn't live up to my standards, and I certainly wouldn't let any customer in the door of a live store with the roof falling in... same thing to me.

Yes, now that you mention that, there is link to "settings" and it is user/pass protected, and I do NOT have the logins that I have requested, nor do I have the instructions on how to use some of my supposed "neat" admin features. (not neat at all) I've managed to get around pretty well, but a few of the site pages seem "backwards" like admin is seeing what the user should see, and user isnt seeing all they should be" again, hard to explain without you seeing the site to have a better understanding of wth I'm talking about)

My question to you is: can't I just contact a new host to pick this site up to host? Or is it much more complicated than that? I don't have actual backups or files, but someone told me to just utilize the view/source and copy and paste all that html and put it into text docs. So, I'm nearly done with that, however, I have a chat room and forums, and advertising, do I have to click each and every post in the forums for it to save? This is so fustrating. I really appreciate your help, and any further advice you can provide. I know I didn't purchase the domain name from them, and it was quite easy for them to just redirect it to them, can't the new host do this as well, instead of me copying and backing up and sending it to the new host? Sorry, for what may seem like dumb questions, but I was very very green and still am on most of this stuff.

Ok, first of all I think you need an attorney to review that contract.

I have to ask, what KIND of site is this ? Is it all straight HTML/CSS or is it dyanmic, needing actual programming like PHP or .Net ??? It makes a difference. If it needs real programming, then just stripping out the HTML won't do a thing for you. You have chat and forums.. that means a database backend, so you can't just copy/paste.

You can transfer to another host, but w/o the original files, what are you going to upload to a new host ? A lot depends on your contract, especially since the job is not complete and they have not been full paid for their work - and you shouldn't pay them if they are in breach of the contract.

Read the terms of the contract very carefully.. and get an attorney !