Network Solutions Success
Apr. 22nd, 2011 03:33 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
bjarvisRemember back when I posted that Network Solutions couldn't issue a web certificate? Complaining loudly does occasionally work!
My posting went to both my FaceBook and Twitter accounts. Within a couple of hours, NetSol's customer service folks (@NetSolCares) contacted me via Twitter, asked for more information and began working with their engineers.
Within 24 hours, I had a telephone call from an engineer, apologizing profusely. He noted that he could see their processing systems were choking and dying on my web CSR request; indeed, he could see nine instances where their systems were bombing inexplicably and four more instances of my resubmitted requests stuck in their queues in various stages of non-completion. We agreed the fastest way to get my certificate would be to cancel out all submitted requests, cancel the original web certificate purchase and redo it all from scratch: he arranged for a full refund of my original certificate purchase and a repurchase at a 50% discount by way of an apology.
While at the CALLERLAB convention in Las Vegas, I got word that the old processes had been cleaned out and the refund had been issued. I proceeded to repurchase the certificate and resubmit my CSR, then notified my NetSol contact so he could monitor progress of the certificate. In mid-process, he notified me that they had discovered an error in their scripts, perhaps relating to a case which they hadn't considered previously, and it would be remedied in their Thursday morning code push. Sure enough, by Thursday afternoon, I had my certificate.
I've installed it on our non-production systems and run tests to confirm it works and the full chain of authority is intact: all is good. This weekend, I'll install it on my production systems.
Yay!
My posting went to both my FaceBook and Twitter accounts. Within a couple of hours, NetSol's customer service folks (@NetSolCares) contacted me via Twitter, asked for more information and began working with their engineers.
Within 24 hours, I had a telephone call from an engineer, apologizing profusely. He noted that he could see their processing systems were choking and dying on my web CSR request; indeed, he could see nine instances where their systems were bombing inexplicably and four more instances of my resubmitted requests stuck in their queues in various stages of non-completion. We agreed the fastest way to get my certificate would be to cancel out all submitted requests, cancel the original web certificate purchase and redo it all from scratch: he arranged for a full refund of my original certificate purchase and a repurchase at a 50% discount by way of an apology.
While at the CALLERLAB convention in Las Vegas, I got word that the old processes had been cleaned out and the refund had been issued. I proceeded to repurchase the certificate and resubmit my CSR, then notified my NetSol contact so he could monitor progress of the certificate. In mid-process, he notified me that they had discovered an error in their scripts, perhaps relating to a case which they hadn't considered previously, and it would be remedied in their Thursday morning code push. Sure enough, by Thursday afternoon, I had my certificate.
I've installed it on our non-production systems and run tests to confirm it works and the full chain of authority is intact: all is good. This weekend, I'll install it on my production systems.
Yay!
