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Support que 552, now 335
03-17-2005, 04:11 PM
Post: #1
Support que 552, now 335
Are they dumping the support ques?? They only have like three full time support people and they resolved almost 200 requests in one hour??

Something "fishy" this way comes

IAmAtMyWitsEnd
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03-17-2005, 04:31 PM
Post: #2
Support que 552, now 335
Quote:Are they dumping the support ques?

No, they're effectively answering question. Trust me, most support questions can be answered with a link to the Knowledge Base.

Quote:They only have like three full time support people

Where did you get that number from? I'd like to see some concrete evidence.

Quote:Something "fishy" this way comes

Stop looking for problems with DreamHost. If the problem concerns you, it will find you first.

-----------------
MacManX.com
I don't work here. I'm just your typical support forum volunteer.
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03-17-2005, 05:14 PM
Post: #3
Support que 552, now 335
<No, they're effectively answering question. Trust me, most support questions can be answered with a link to the Knowledge Base.>

With all do respect, macman, that is hardly "effectively answering a question".....how would you feel if you felt a serious matter was holding you back and the support sends you to a kbase link after waiting 48+ hours to do so? We are definitely going to AGREE to DISAGREE on that one....

<Where did you get that number from? I'd like to see some concrete evidence.>

Well i have submitted many many support requests, i have only had three different people respond to my queries: 1. Brian S. 2. Amanda 3. Will - and Will is no longer with them so I am not sure there are even 3...Please feel free to post the many other support staff that you have been in contact with, but until i'm shown otherwise, i'm sticking to my statement.....Seriously what are the odds that I would submit well over 100 support requests over the past year and only be contacted by three different peeps-not very likely

<If the problem concerns you, it will find you first.>

I have to give you props on that one...that was pretty funny Smile

IAmAtMyWitsEnd
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03-17-2005, 05:21 PM
Post: #4
Support que 552, now 335
In the past week I've had a support ticket responded to by two other names you can add to that list. And they've politely and as promptly as possible done more than just pointing to the kbase.

~Chell
http://www.chellsroost.com
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03-17-2005, 05:36 PM
Post: #5
Support que 552, now 335
Talked to Brett and Kelly in the past week. Quick replies and answered my questions fully.

About a month ago support was a little slow but that appears to be fixed. Dreamhost has always had the best staff, wish they frequented the board more, sucks since Will left :-(

willscorner.net
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03-17-2005, 05:46 PM
Post: #6
Support que 552, now 335
Quote:With all do respect, macman, that is hardly "effectively answering a question".....how would you feel if you felt a serious matter was holding you back and the support sends you to a kbase link after waiting 48 hours to do so?
I'm sorry, let me clarify myself. What I was trying to get at is that most support requests are similar to "How do I use custom 404 errors?". Very few are ever "a serious matter".

Quote:i have only had three different people respond to my queries
You reported Bill, Amanda, and Will. That's three, but Will has moved on, so that's 2. Chell reported "two other names", that's 4. WJD reported Brett and Kelly, that's 6. And I have had responses (all under 24 hours) from Trey, Steve, Josh, and Dan. As of now, the total count is 10.

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MacManX.com
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03-17-2005, 06:03 PM
Post: #7
Support que 552, now 335
Quote:Are they dumping the support ques?? They only have like three full time
support people and they resolved almost 200 requests in one hour??

Something "fishy" this way comes

We are not "dumping the queues".

First of all, we have far more than 3 full time support people, and have since some time in mid-1999 (I was Support Guy #2 at the time). In fact, within the past few weeks, we've hired 3 more support people in order to help handle the large growth we've been experiencing (as well as an extra Dev/Admin person, starting a bit later this month).

Second, today we had a couple of problems that impacted a (relatively) large number of customers in almost the exact same way. As you can imagine, it's not terribly inefficient to answer a very large number of such messages with pertinent responses in a short amount of time. The time consuming responses are those that we don't already know the cause of, or are harder to explain.

As a general rule, the larger the queue that you see, the more likely it is that "something happened" and a lot of those messages are nearly identical - and thus, you shouldn't be surprised to a dramatic drop in the queue as someone goes through and answers them.

You also shouldn't expect to see the same average number of questions in the queue as you've seen in years past. Given the extent in which we've increased in size, even on "non-heavy" support days (when most questions are usage related) we'll find ourselves answering numbers of messages that only a year ago seemed positively huge. Luckily, we've increased our own support staff productivity in various ways, and have recently hired more people to keep up.

...

In any case, after browsing through some of your posts it's pretty clear that you have a lot of negative things to say about our company: That's fine, allowed, and in large part what this discussion forum was created for. We feel that providing an open forum for our customers to discuss their concerns is important, and shows that we're willing to lay our reputation on the line - taking our lumps when they are deserved. It's not clear that many other hosts are willing to take that chance.

However, I would ask that you keep these sorts of baseless accusations out of the forum. It's one thing to come here with concerns about server stability, helpfulness (or lack thereof) of our support staff, etc. It's quite another to impugn the ethics of our company and employees.

If you can keep things civil, you're more than welcome to post your opinions - negative or otherwise - as long as you don't bother/pester other users on the forum. However, common decency will be expected at all times.

Agreed?

- Jeff @ DreamHost
- DH Discussion Forum Admin
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03-17-2005, 06:20 PM
Post: #8
Support que 552, now 335
Quote:You reported Bill, Amanda, and Will. That's three, but Will has moved on,
so that's 2. Chell reported "two other names", that's 4. WJD reported
Brett and Kelly, that's 6. And I have had responses (all under 24 hours)
from Trey, Steve, Josh, and Dan. As of now, the total count is 10.

I hate to make you guys try to piece this together, especially since we do not have any employees by the name Amanda or Bill (or if we do, they've been doing a pretty lousy job clearing out the queue :>).

We officially have 13 full-time people on our TS Team, though a few of them do Dev/Admin work about half of the time. We also have a former DreamHost employee that we have help from time to time, when support loads are heavy.

Three of those people are brand new employees, added within the last few weeks. They're still coming up to speed, but so far we've been nothing but impressed with their ability to hit the ground running.

I should note that some of the people you see responding to your messages aren't TS at all, but rather are actual Dev/Admin team people.

It's also not uncommon to hear from one of the co-founders of our company (Dallas, Josh, Michael or - for the very luckiest of you - Sage), as they are all involved in the day-to-day development and administration of our services. Josh in particular answers a fair number of questions on any given day.

- Jeff @ DreamHost
- DH Discussion Forum Admin
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03-17-2005, 06:36 PM
Post: #9
Support que 552, now 335
Jeff, thank you for the comprehensive response.

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MacManX.com
I don't work here. I'm just your typical support forum volunteer.
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03-17-2005, 07:23 PM
Post: #10
Support que 552, now 335
Well i have submitted many many support requests, i have only had three different people respond to my queries: 1. Brian S. 2. Amanda 3. Will
______________________________

Personally I got answer from Kelly, Jeff, Brian and John.

Some of them was link to KB, but they explined the solution AND gived me the link for more info.
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