[LINK] Support Desk Fail

[Robert Hazeltine]

Hi Karl

A bit more background: I obtained the domain name and SSL from them.  I had previously obtained a static IP from my ISP, and so have my own LAN.  I have a redirect from http to https in place.

My background is *NIX systems (more web than sysadmin) but I made the mistake of relying on Apple interfaces to configure the site.  Recent browser versions, of course, will say we’ll go no further as the website owner has misconfigured security.  Researching the problem pointed to a broken certificate chain, intermediate certificates.  I was assuming it was my configuration error but the amateurish approach by this particular service desk was breathtaking.

I not sure why they wanted to replace the valid certificate they had provided earlier with one generated without my CSR.  On following up on this they then came back that it was a “parked domain”.  So far I have not been able to have the Desk escalate the case. 

Regard, Rob...

> On 16 Jun 2018, at 4:47 pm, Karl Auer <kauer at biplane.com.au> wrote:
> 
> On Sat, 2018-06-16 at 13:18 +1000, Robert Hazeltine wrote:
>> I approached the Support Desk of a well known, Australian IT company
>> which was founded in 1996 for support with a broken SSL certificate
>> chain on my website.  This became apparent with recent upgrade of
>> browsers.  I had obtained my existing SSL certificate following the
>> protocols.
> 
> Um - had you obtained the certificate from them? If not, they have
> absolutely no obligation to replace it, though if you are a customer of
> theirs (I'm guessing they are your web hosting provider) I'd have
> expected a little better level of assistance.
> 
>> They wanted to provide me with a replacement SSL certificate without
>> a CSR, and offered me an URL as the solution when I turned them
>> down.  To add insult to injury, the URL was one I used to help
>> diagnose my problem.
>> 
>> How has our IT been reduced to this level, and what redress do I
>> have?
> 
> None, practically speaking. Simplest solution is to change providers
> pronto. I can recommend VentraIP (I'd be very disappointed and
> surprised if it were them of whom you speak).
> 
> If your website is a cPanel site (and these days almost all small sites
> are) then they (and most similar providers) will move your site, lock
> stock and barrel, for free. Even if is not a cPanel site, it is almost
> certainly still very easy to move, though if you can't do it yourself
> it will cost you money to hire someone to do it.
> 
> If your domain is with the same providers who have disappointed you
> over the SSL cert, you can move the domain for free too; possibly you
> will have to renew it, but that just extends the registration period,
> so no cost there that you would not have had anyway.
> 
> Happy to talk you through the process in detail - not that there is
> much of it! - if you get in touch off-list.
> 
> Many providers, including VentraIP, will also give you a free SSL
> certificate. Or, if you have the skills (not many needed) you can use a
> certificate from LetsEncrypt, also free. I haven't done that myself,
> but know many who have, and it is allegedly a well-documented doddle.
> 
> Regards, K.
> 
> -- 
> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> Karl Auer (kauer at biplane.com.au)
> http://www.biplane.com.au/kauer
> http://twitter.com/kauer389
> 
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Robert Hazeltine
8/29-33 Somerset Street
KINGSWOOD. NSW 2747
Mobile: 04 3585 6023
Email:   r.hazeltine at exemail.com.au