I agree with a lot of what you posted, particularly the part about “settling down”. I, for one, have no interest in participating in a “bashing” and I detest “wars” of all kinds (even “flame wars”). Having said that, I don’t believe that visitors to this forum are well served by the kind of postings that started this thread, which, really, is the equivalent of a “drive-by bashing” of Dreamhost, even though tech support appears to have responded in a completely appropriate manner.
I know that you have always offered all the help you could to users who are having difficulty. I have done the same, and was not intending to be overly harsh with this poster. My issue was with the “NO service, thumbs down for Dreamhost” subject he posted, followed by, as best I can translate it, his “complaint” that the poster got no help because he/she couldn’t understand the instruction they gave him. Really now, that should not be let go unchallenged.
Pointing out to the poster that the subject line of the post was unfairly critical, that their expectations were not reasonable in this environment, and pointing them toward a “classic” writing on the “netiquette” of asking for help were all attempts at helping this user learn how to make the most of his hosting environment here at Dreamhost.
That is absolutely true, but I don’t believe the fact that it is true absolves someone, who decides, on their volition, to enter this environment, from being held to standards of civilized behavior in public communities. Hence, my suggestion that this user consider getting some professional help with working in the shell (if he was unwilling or unable to learn the basics) was intended to show alternative ways to accomplish his goals. Still, I see no “bashing” going on.
Yes, I got a little “pointed” in response to the poster characterizing another’s post as a “fascist comment”. I’ll grant you that, given the way this poster had already “characterized” himself with his initial subject and subsequent post, I probably should have just ignored it. I just thought that maybe if I posted “one more time”, he might begin to get a little more accurate perspective. I didn’t do this for any other reason then to help this user learn how to behave in a manner that would make his life a little easier here, and in other technical forums. I also wanted to add a little “balance” by interjecting the thought that in many environments “you reap what you sow”; the blatant unfairness of his post’s subject could not encourage Dreamhost to “go the extra mile” to help him.
That kind of “perfect world” initially sounds very nice, but I don’t think that it is reasonable for a user to expect that, for what he pays for Dreamhost shared hosting, Dreamhost should do these kinds of things for him. Tech support resources are “rivalrous”; there is only so much of it to go around, and everyone of these types of requests pushes the requests that absolutely require the involvment of tech support staff further down the que. We help our own community here when we try to spare Dreamhost from this type of support burden. That (and the fact that I enjoy helping others) is one of the reason I post here whenever I can. I don’t want Dreamhost shared servers to become the “AOL” of the webhosting world; I’d like for those I share a server with to at least have a clue (self-preservation personality trait showing through here).
I don’t think that is completely fair, Matt, as my issue with the poster was not about his needing help, but rather his “No service, thumbs down” subject line followed by, what I characterize as being primarily a “whine”. We all “whine” now and then when we are “having a really bad day”, but it is not appropriate to do it in public at another’s expense (in this case, Dreamhost’s and the support tech who handled his request). If part of the “everything” that someone doesn’t know is what is reasonable and what is not, or the basics of fairness and netiquette, I believe a little “jumping” is potentially helpful in encouraging that someone to learn those things. If it is only ignorance, education can help; some of the rudest people I know just don’t know any better. If it is a personality issue, the education might seem to be “wasted” because they won’t or can’t learn, but there is the chance that a subsequent reader of the thread will learn somthing from it. I realize that this type of “education” may or may not help; at the end of the day everyone behaves in what ever way they choose.
Though I don’t think I “jumped on his back”, I am willing to recognize that it could be characterized that way, and for that I sincerely apologize.
You have always been a “prince” on these forums, Matt, and I have great respect for your comments. I agree that this thread has adequately run its course (either my points were taken to some degree by the poster and he learned, or he did not) so there is no point in dragging it out. I consider the matter closed, and appreciate your encourging me to do that. Another reason to quit “picking at this scab” is to get the original “borked” subject line to be less predominately displayed to forum vistors, since Dreamhost’s famous respect for integrity would never allow them to change or delte it. I can’t believe I didn’t think to change it in my second post :-(.
Besides, in the time I’ve spent typing these last three messages I might could have been helpful to other users