Thursday, March 15, 2007

When customer service goes mad

I rate good/great customer service very highly when it comes to retaining clients and obtaining new clients so it always make me laugh at how some companies value their customer service and more to the point wonder how they’re still in business!

The other day I had a couple of conversations with Fasthosts that I simply had to share. A little background though –we’ve been with Fasthosts for a couple of years now, I think we originally signed up in 1999 through 4as1 and I know we were one of their first customers. Since then we’ve registered around 300 domains with their sister company UKReg without a problem.

More recently however I’ve been feeling less easy about their service. Firstly they started charging for things left right and centre –ok, they’ve got a business to run, next they started to overload the servers (ok it’s a shared server, I can live with that), to combat the overloaded servers they started moving domains –I’m guessing higher demand sites onto their own boxes. That was ok, except they gave you no advanced warning and seeing as a fair few of the sites in question would reference MS Access databases elsewhere would cause us no-end of update fun.

Then their support went down hill to the extent that we often had to wait for ages until the phone was answered (listening to “you are 17th in the queue”). At this point we had just opened an account with Rackspace so had the view to slowly move the domains over. That was until I got an email saying they would now be charging for a number of services that were historically free which cut into our margins –making them negative. That annoyed me somewhat so moving the sites away from Fasthosts was moved up my priority list.

When we first signed up with Fasthosts they were the dogs, cheap hosting with all the bells and whistles –we had a Windows account which meant –unlike others at the time we had free use of ASP and all sorts but now all they seem interested in is the Yankee dollar rather than customer retention.

The other day was the straw that broke the camels back in regards my tolerance of Fasthosts. I had two fairly simple questions and it wasn’t easy to get a straight response to either. The first related to a domain I was adding for a client, they don’t use it but have access to a personal control panel which allows them to manage their emails etc. The control panel although a little outdated does the job. The catch however is recently you need to pay for use of Fasthosts’ control panel or you can build your own through the API. I didn’t need half the stuff included in the “Standard Bundle” and only wanted Fasthosts’ personal control panel so thought it would be best to ask which package I needed:

Massively long delay before a response finally comes

Great! They’ve removed the control panels I highlighed (and only those ones!) but they were just the ones in the next month! In fairness, after a few more emails I did get the past invoices refunded as well as a fair few future ones taken off the account but it makes me very concerned as to who else is still paying this charge... I would never have questioned it as they did send a mailshot out saying they would now be charging for them etc. Most odd

Conversation 2 – SQL Server Express

As I’ve already mentioned, we’ve been with Fasthosts for around 8 years now (that’s at least £7k in the basic fees in case you’re interested) and for most of that we’ve had use of a shared SQL Server. When we signed up it was SQL Server 7 and although we’ve requested it nicely we’ve never been upgraded and so it resides on a very outdated machine to which we cannot connect using the new SQL Management studio.

This shared SQL Server costs us £35pm and as we’ve only got 3 active clients using it, bringing in a total of £300pa I felt that is a slight waste of money so my plan was to use SQL Server Express in place (they’re relatively low traffic sites and MS Access was out of the question as they made use of various stored procedures).

As you now have to pay extra for an ASP.Net account I thought I’d ask support to find out what the situation was...

I felt that was direct and straight to the point, not asking anything too complicated to which one may expect a yes/no answer? Right?...

Ok, I know sometimes I’m a little slow but “appropriate authentication method” that had me seriously confused, the only thing I could think was he was referring to Management Studio. Not only that I know for a fact that we’re on SQL Server 7…

Ok, so perhaps my question wasn't clear enough, I thought that's what I asked, I thought (clearly incorrectly) that SQL Server Express was now released as a standard update through Microsoft updates -so they've disabled that. Perhaps I should have been a little clear in pointing out the fact that I HAVE a shared SQL Server account with them and that it was unsatisfactory but hey I thought they'd check what services we already had with them.

Ok, so as this point you can tell I was slowly quickly loosing grip but this next one just finishes me off...

Feel like you’re on a roundabout? I gave up and spent the weekend fast-forwarding my server transfer schedule.

Ok, looking at those few emails perhaps it is a bit extreme to close down our account with them but this is a monthly occurrence, I would say all in all this set of emails took around 2 hours of my day which to me is time I could be billing a client so I think it’s justified.

As it happens they did me a favour, by forcing my hand (or annoying me to the extent I did something about it) we're now finally on Rackspace and our sites are a lot more speedy :) Happy Days!

When customer service goes mad

Useful Links:            Comments [2] 

Tags: Business | Random | The Site Doctor

 Tuesday, March 13, 2007

Give your site a pulse

Get your finger on the pulse of your site with this great new (free) RSS statistics service “PulseRSS”. I met the developers of PulseRSS the other day at my first Multipack meet (West Midlands based new media meet) which, if you’re nearby you should check out in the future as they’re a lovely bunch of guys (and girls apparently but they were no-where to be seen on Saturday).

Back to PulseRSS! As already mentioned, PulseRSS is a statistics service via an RSS/XML feed that works in a very similar way to Google Analytics but unlike Google Analytics, they’ve followed the principle of KISS which I think works really well, the interface is simple and easy to use and have I already mentioned it was free?

So if you’re looking for a simple free statistics package then check out PulseRSS –I’ve got it running on my blog already so it’ll be interesting to see how the stats compare to Google Analytics...

Give your site a pulse

Useful Links:            Comments [0] 

Tags: JavaScript | SEO | Web Development | WebDD

 Monday, March 12, 2007

ASP not running on Windows 2003 with ASP.Net installed

Another post from Doug Setzer from 27Seconds.com :)

At my "day job", the systems guys are building new Windows 2003 servers to upgrade our aging Windows 2000 servers.  The plan is to:
 - Build the new Windows 2003 server
 - Install IIS
 - Install .NET
 - Run the IIS migration tool from the old Win2k server

That all went as well as could go - little things got mixed up and had to be corrected.  But, the server would let you request plain HTML files and ASPX files, but classic ASP pages were returned blank.  In poking around Google and the server, we came to find that we had to enable ASP content via:
 - IIS Manager
 - Web Services Extensions
 - Specifically allow Active Server Pages

But, we were still having the same issues.  Stopping and restarting IIS didn't help. Nor did a server reboot.

I found a blog post that mentioned checking that the ASP ISAPI has the correct path.  It tried a random thought that Microsoft has changed the default name of the "Windows"/"Winnt" folder -- Windows NT4, 2000, etc. all use "Winnt", where as Windows 2003 uses the "Windows" folder.  Sure enough, double checking the path to the ASP ISAPI had the wrong path and fixing this path fixed our issues with classic ASP files.

ASP not running on Windows 2003 with ASP.Net installed

Useful Links:            Comments [1] 

Tags: ASP | ASP.Net | IIS | Web Development

 Friday, March 09, 2007

Accessing properties by a string name

This morning Julian Voelcker came to me with an interesting issue that I’ve looked into before but I’ve never really looked into a re-useable solution. Seeing as it’s fun Friday I thought why not ;)

The scenario: I would like to offer my users a custom mail merge facility where by they can insert values stored in the database such as their name. The selection of columns is unlikely to be changed and if it does then I’ll be the one to do it. There are about 20 fields to choose from.

Easy enough, in the past I’ve kept it to a minimum and then just done a simple find and replace on the body i.e.:

//Create a dataset and add some test columns
DataTable dt = new DataTable();
dt.Columns.Add("Name");
dt.Columns.Add("Email");

Add some test data

#region Add some test data

DataRow dr = dt.NewRow();
dr["Name"] = "Julian";
dr["Email"] = "julian@email.com";
dt.Rows.Add(dr);

dr = dt.NewRow();
dr["Name"] = "Tim";
dr["Email"] = "tim@email.com";
dt.Rows.Add(dr);

#endregion

Create the example email body

#region Create the example email body

string emailBody = "<p>This is a test email to {{Name}} that would be sent to the email address: {{Email}}.</p>";

#endregion

Do the work

#region Do the work

//Loop through the rows
for (int i = 0; i < dt.Rows.Count; i++)

{...}

{
    //Get the data row for this instance
    DataRow row = dt.Rows[i];

    //Create a new body as this'll be updated for each user
    string body = String.Empty;

    //Update the body
    body = emailBody.Replace("##Name##", row["Name"]);
    body = body.Replace("##Email##", row["Email"]);

    litOutput.Text += String.Format("{0}<hr />", body);
}

#endregion

The issue I see with this however is (among others) having 20 fields is a lot to be doing with a find/replace statement as it wouldn’t be very elegant and a nightmare to manage. Sticking with this method of using a dataset I suggested we use a regular expression to match the field delimiters and do a replace that way:

//Create a dataset and add some test columns
DataTable dt = new DataTable();
dt.Columns.Add("Name");
dt.Columns.Add("Email");

Add some test data

#region Add some test data

DataRow dr = dt.NewRow();
dr["Name"] = "Julian";
dr["Email"] = "julian@email.com";
dt.Rows.Add(dr);

dr = dt.NewRow();
dr["Name"] = "Tim";
dr["Email"] = "tim@email.com";
dt.Rows.Add(dr);

#endregion

Create the example email body

#region Create the example email body

string emailBody = "<p>This is a test email to {{Name}} that would be sent to the email address: {{Email}}.</p>";

#endregion

Do the work

#region Do the work

//Loop through the rows
for (int i = 0; i < dt.Rows.Count; i++)

{...}

{
    //Get the data row for this instance
    DataRow row = dt.Rows[i];

    MatchEvaluator replaceField = delegate(Match m)

    {...};

    {
        return row[m.Groups[1].ToString()].ToString();
    };

    //Create a new body as this'll be updated for each user
    string body = String.Empty;
    //Find the fields
    Regex r = new Regex(@"{{(\w{0,15}?)}}");
    body = r.Replace(emailBody, replaceField);

    litOutput.Text += String.Format("{0}<hr />", body);
}

#endregion

This is alright and in many ways very scaleable. I’m not a fan of DataSets but in this instance it works nicely and does mean expanding the available fields at a later date would just be a matter of adding columns to the query.

How does this relate to accessing a property of an object using a string value instead? Well there was a catch, Julian wasn’t using a DataSet and didn’t want to, he had a collection of custom objects all ready and waiting. As he uses a code generator to generate his Data Access Layer and Business Logic Layer there was a method already exposed allowing you to search for a property by string but it's not a standard .Net method so I decided to work out how it was done.

The solution it turned out was a really rather elegant solution IMHO. Using reflection you can use the same concept as above but with custom objects and Robert is your father’s wife’s sister:

Reflection.aspx

<%@ Page Language="C#" AutoEventWireup="true" CodeFile="Reflection.aspx.cs" Inherits="Reflection" %>

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">

<html xmlns="http://www.w3.org/1999/xhtml" >
<head runat="server">
    <title>Untitled Page</title>
</head>
<body>
    <form id="form1" runat="server">
    <div>
        <h1>Reflection Demo</h1>
        <p>Choose from the following fields to build up your email message, the valid fields are (you can choose whether to use non-valid fields as a test if you like):</p>
        <ul>
            <li>Id</li>
            <li>Email</li>
            <li>Name</li>
            <li>JoinedDate</li>
        </ul>
        <p><asp:CheckBox ID="chkCaseSensitive" runat="server" Text="Make the property search case insensitive" /></p>
        <p><label for="txtEmailBody">Example email body:</label><br />
        <asp:TextBox runat="server" ID="txtEmailBody" TextMode="MultiLine" style="width: 500px; height: 200px;" /></p>
        <p><small>HTML submissions are not allowed and they're encoded anyways so no point in spamming -not that you were going to of course!</small></p>
        <p><asp:Button runat="server" ID="btnSubmit" Text="Merge It!" OnClick="btnSubmit_Click" /></p>
        <asp:Literal ID="litOutput" runat="server" />
    </div>
    </form>
</body>
</html>

Reflection.aspx.cs

using System;
using System.Data;
using System.Configuration;
using System.Collections;
using System.Web;
using System.Web.Security;
using System.Web.UI;
using System.Web.UI.WebControls;
using System.Web.UI.WebControls.WebParts;
using System.Web.UI.HtmlControls;

using System.Text.RegularExpressions;
using System.Collections.Generic;
using System.Reflection;

public class TestObject

{...}

{
    private int __Id;
    private string __Name;
    private string __Email;
    private DateTime __JoinedDate;

    public int Id

    {...}

    {
        get

        {...}

        {
            return __Id;
        }

        set

        {...}

        {
            __Id = value;
        }

    }

    public string Name

    {...}

    {
        get

        {...}

        {
            return __Name;
        }

        set

        {...}

        {
            __Name = value;
        }

    }

    public string Email

    {...}

    {
        get

        {...}

        {
            return __Email;
        }

        set

        {...}

        {
            __Email = value;
        }

    }

    public DateTime JoinedDate

    {...}

    {
        get

        {...}

        {
            return __JoinedDate;
        }

        set

        {...}

        {
            __JoinedDate = value;
        }

    }

    public TestObject(int id, string name, string email, DateTime joinedDate)

    {...}

    {
        __Id = id;
        __Name = name;
        __Email = email;
        __JoinedDate = joinedDate;
    }

    public bool GetPropertyValueByName(string propertyName)

    {...}

    {
        object obj = null;
        return this.GetPropertyValueByName(propertyName, false, ref obj);
    }

    public bool GetPropertyValueByName(string propertyName, ref object val)

    {...}

    {
        return this.GetPropertyValueByName(propertyName, false, ref val);
    }

    public bool GetPropertyValueByName(string propertyName, bool caseInsensitive, ref object val)

    {...}

    {
        PropertyInfo p = null;
        BindingFlags flags = BindingFlags.Instance | BindingFlags.Public | BindingFlags.NonPublic;

        //If it's a case-insensitive search then add the flag
        if (caseInsensitive)
            flags = flags | BindingFlags.IgnoreCase;

        p = this.GetType().GetProperty(
               propertyName,
               flags,
               null,
               null,
               Type.EmptyTypes,
               null);

        //Check the property exists and that it has read access
        if (p != null && p.CanRead)

        {...}

        {
            //There is a property that matches the name, we can read it so get it
            val = this.GetType().InvokeMember(
                propertyName,
                BindingFlags.GetProperty | flags,
                null,
                this,
                null);

            //We return true as the user may just want to check that it exists
            return true;
        }

        return false;
    }

}

public partial class Reflection : System.Web.UI.Page

{...}

{
    protected void Page_Load(object sender, EventArgs e)

    {...}

    {
        if (!Page.IsPostBack)

        {...}

        {

            Create the example email body

            #region Create the example email body

            txtEmailBody.Text = "Dear {{Name}},\r\n\r\nThis is a test email that would be sent to the email address: {{Email}}.\r\n\r\n{{Name}} joined on: {{JoinedDate}}. This field should not be found {{Don't Find Me}}\r\n\r\nRegards,\r\n\r\nThe webmaster.";

            #endregion

        }

    }

    protected void btnSubmit_Click(object sender, EventArgs e)

    {...}

    {
        if (Page.IsValid && !String.IsNullOrEmpty(txtEmailBody.Text))

        {...}

        {
            litOutput.Text = "<h2>Output</h2>";

            Perform some basic tests

            #region Perform some basic tests
            litOutput.Text += "<h3>Perform some basic tests:</h3>";
            TestObject testObject = new TestObject(1, "Tim", "tim@email.com", DateTime.Today);

            object obj = null;
            if (testObject.GetPropertyValueByName("id", false, ref obj))
                litOutput.Text += String.Format("<li>{0}</li>", obj);
            else
                litOutput.Text += "<li>Doesn't Exist</li>";

            if (testObject.GetPropertyValueByName("name", true, ref obj))
                litOutput.Text += String.Format("<li>{0}</li>", obj);
            else
                litOutput.Text += "<li>Doesn't Exist</li>";

            if (testObject.GetPropertyValueByName("joineddate", true, ref obj))
                litOutput.Text += String.Format("<li>{0}</li>", obj);
            else
                litOutput.Text += "<li>Doesn't Exist</li>";

            if (testObject.GetPropertyValueByName("nothere", true, ref obj))
                litOutput.Text += String.Format("<li>{0}</li>", obj);
            else
                litOutput.Text += "<li>Doesn't Exist</li>";

            #endregion

            Create a collection and add a couple of items