WebDesigner goes AWOL - What to do?

Dear All,

Nearly ten weeks ago I engaged in the services of a web designer/programmer to further develop my website. He is employed full-time in this position, and also does some work and projects from home. His credentials are exactly what I required - homebased, experienced, likeable and reasonably priced.

I had three very productive meetings with him over a 4 week period. On the last occasion we met, nearly two months ago, things were progressing very well. However, nothing has happened since. I have received one email of him since to apologise for slow proceedings, this was fours weeks ago, and nothing has since materialised.

Frustrated I am, hence my new/temporary username. What would your next action be when somebody has not done what they promised and does not answer telephone calls, text or email messages.

What is more frustrating is that the site/s are stored on his server, and payment has been made (I expect criticism for making payment before full completion - I did that as I was happy with progress and quality of work at that time).

But for the last 6/7 weeks nothing has happened to my site to get to a completed and functional stage.

What would you do next? Avoiding any potential confrontational situation.

By writing this post I am releasing some of my frustration and annoyance. I am also very disappointed with his recent lack of communication and failure to complete what he had promised.

I am not a vindictive person, neither am I prepared to release the gentlemans identity. I just want to get my site completed and then I can progress to the next stage. Again, what would you do next?

Regards.

Frustrated.

I feel your pain.

This scenario is very common when hiring a web developer, designer or a guy who agrees to remodel your kitchen.

I think the tack is start your concerned communication very gently and get progressively nastier as you move through the "frustrated scale." There could be a million reasons why this person is letting you down. He might be dealing with critical life issues and your concerns are just not on the radar? On the other hand this person might not be up to the task of delivering your project? He could be focussing on working for a more rewarding client? Is there any way to find this out? Is he local? Do you know where he works?

Paying in advance is a problem. You might have to get progressively harsher in delivering your "message" of concern. But keep the heavy artillery for later: showing up at his work place, or sending a pointed letter from an attorney etc.

You might try to get a refund and then go your own ways. If so you might have to start all over again, but that might be preferable than continuing with this seemingly failed relationship.

I usually have to clean up these types of situations.

I use contracts with my clients -- it protects them and me.

I’m in a similar situation, except the other way round.

I have a site that is 90% complete, and the client seemingly has disappeared! Sent an invoice for work done, not heard anything as of yet!

Difficult situation either way. I would keep trying to get in touch and ask for a refund, or try get him to release all the files to the website to you, which another designer may be able to finish off.

Your other mistake (and it’s a very common one) was not asking to own the domain name and have access to the files and database.

Your first step, if the site is online, is to download all the pages to your local machine so you won’t lose the current content if the situation isn’t resolved and the site is taken down. You can also retrieve the images and CSS files if you know how.

A logical next step, since the guy is at least apologetic, is to ask for access to the Manager and to the database then ask someone else to go in and extract the full site, if you’re not capable of doing that. Even without access to the DB, a person with good MODx skills and access to the Manager as an admin Super User could still extract the information so you could use it in a new site if necessary.

Thank you for the prompt replies. In assisting me to ease my frustration (this topic is helping)I will answer some of the points raised (all very good);

’There could be a million reasons why this person is letting you down. He might be dealing with critical life issues and your concerns are just not on the radar’ - He is going away for the weekend as from tomorrow! As per his facebook update.

’On the other hand this person might not be up to the task of delivering your project’ - It is well within his capabilities’ - I have seen his results.

’He could be focussing on working for a more rewarding client’ - OK, his employer did take him out of the area for 2 weeks. Three weeks have since passed since he returned. Upon his return he informed me of his situation via email. In the six weeks that we last met in person he does not answer his phone or texts. That I think is rude and unprofessional.

’Is he local?’ - 30 minute drive.

’Do you know where he works?’ - Yes

’showing up at his work place, or sending a pointed letter from an attorney etc’ - The options for next week!

’I use contracts with my clients, it protects them and me’ - A handshake and emails containing all details of intentions just doesn’t seem to be enough these days. A contract would still have me in the same predicament.

’or try get him to release all the files to the website to you’ - That would require communication from him !!! Re original post (please excuse my sarcasm, I am laughing within).

I shall continue with my patience and make a final decision mid next week. I will update this post with developments and final outcome.

’Your other mistake (and it’s a very common one) was not asking to own the domain name and have access to the files and database......a person with good MODx skills and access to the Manager as an admin Super User could still extract the information so you could use it in a new site if necessary’ - Thankfully I do own the domain name and currently have access/login to the database. The site is ’live/active’, but not complete in a presentable form. I suspect my next step is as per your instruction, thank you BobRay.

Kind regards.

Frustrated (still)

You’re in *much* better shape than most people in your position. Go into the DB in PhpMyAdmin and "Export" the whole MODx database. That will give you the entire MODx DB contents in one .SQL file on your local machine. If you then capture and save the CSS files and image files (unless you already have them), you should have almost a complete version of the site to turn over to another developer if it comes to that. Let us know if you don’t know how to do that.

Also, make a note of the exact version of MODx being used so you can "import" the DB into the same version. Someone here can probably email you the MODx version it it’s no longer available for download. You should be able to identify the version by looking through the SQL file you download in a text editor (search for "Version") if you don’t find it any other way. Obviously, don’t edit and save the file.

Do you have FTP access to the server as well? If so, Bob’s recommendation combined with downloading the site gives you the backup you need.
And if you can get into the database via phpmyadmin, you could reset the password and get into the MODx manager as well. Which puts you on par with the developer vis-a-vis permissions. Risky, but doable.
MattC

Quote from: mconsidine at Jul 28, 2010, 07:17 PM

Do you have FTP access to the server as well? If so, Bob’s recommendation combined with downloading the site gives you the backup you need.
And if you can get into the database via phpmyadmin, you could reset the password and get into the MODx manager as well. Which puts you on par with the developer vis-a-vis permissions. Risky, but doable.
MattC

Excellent point. Note that resetting the admin password will lock out the developer. If you are already a Manager user, you could also raise your security clearance to super user without affecting his rights, if not, you could also create a new user with a Super User security level and log on as that user. After logging on as a Super User, you could install BkUpModx and back up the whole site (files *and* db) in one go, although I’d still export the site to .SQL and FTP all the files to your local machine first.

Excellent suggestions and a good topic here. Quite often threads born out of frustration yield excellent posts and suggestions, especially if the topic is clearly presented in the first place - which you have.

It might well be that this guy is not intentionally screwing you over here - it could as simple as avoiding you out of embarrassment for not completing tasks on schedule. To buy time he goes into periods of radio silence.

I get this from clients as well. It drives me crazy. Even if I am building something there is always "homework" that the client is responsible for (preferences, providing logos, company graphics, content, decision making and other building blocks.) Sometimes busy people go radio silent to cover themselves. It happens.

There is a chance that this will all resolve itself in good order. So, I always think being civil with communication is the best, most professional course. You can escalate your displeasure one step at a time.