Thanks for that information. I see that you have now received a reply, which essentially re-states the information you were given 4 days ago.
Your site had drastically outgrown the resources available to you on a shared server, and you agreed to be upgraded to a new server in order to keep your site from being disabled.
When this was done, with your full knowledge and approval, your site broke. Investigation revealed that this was a problem with the coding of your site. You were using a customized PHP environment, and that environment was configured using a 32 bit server’s toolchain. Your new 64 bit DreamHost machine will not run that PHP-CGI binary, and you were notified of the problem.
We warn users repeatedly that if they choose to customize PHP for their domain, that there is no support at all available from DreamHost for that customization, and that the customer will need to maintain that themselves.
Our support staff responded to you 5 days ago and told you precisely what needed to be done to correct this issue:
[quote]It looks like your site is down due to you using custom php scripting.
I checked your site’s .htaccess file, and see this:
AddHandler php-cgi .php
Action php-cgi /cgi-bin/php.cgi
The problem is that you were moved to a 64 bit operating system, but your scripts are configured for 32 bit. To solve this issue, all you need to do is recompile your php binary again, and that should take care of it for you.[/quote]
You responded to that by blaming DreamHost for “screwing up your site”, and then asking us to do the recompile for you.
We responded to your next support request, which was an angry “ALL CAPS!” screed ending with “I’M ABSOLUTELY FURIOUS!!! I WANT YOU TO FIX THIS, AND GET THE SITE BACK ONLINE.”, to which we again replied, within the hour
[quote]I’m terribly sorry about the problems relate to your site, but we cannot fix custom compiled code for you. Yelling at us won’t change that.
We have the need to move accounts at various times, and cannot take into consideration every single aspect of every single site and how it may be effected. If users are using our default system, without anything special, then sites that are moved will be perfectly fine. If you’ve chosen to install custom software, it’s up to you to maintain it, not us. We did not make you install custom code, and cannot maintain it for you.
You’ll need to recompile that custom binary yourself, we cannot do that for you.[/quote]
Your next support request devolved to a near hysterical rant including assorted demands and threats … I’d love to republish them here, but I won’t out of respect for you and not wanting to embarrass you - hey you were angry. You followed that with another, milder, but still unreasonable exhortation that we “put your site back online” while blaming us for your problem and repeatedly expressing your frustration in harsh words.
Wow. I’m not surprised at all that they quit answering you. Your complete refusal to acknowledge what you were told, and blind insistence that your customized code was DreamHost’s responsibility to correct, most likely made answering you seem to be an exercise in futility for most support staffers.
I’m sorry that you are having this problem, but as the last support response you received, earlier today, so succinctly puts it
[quote]"Paragraph 4 of the Material clause on the Dreamhost Terms of Service
Agreement, http://dreamhost.com/tos.html states:
“The Customer agrees that he or she has the necessary knowledge to create Customer’s Webspace. Customer agrees that it is not the responsibility of DreamHost Web Hosting to provide this knowledge or Customer Support
outside of the defined service of DreamHost Web Hosting.”
I’m deeply sorry that we cannot be of further assistance for you.[/quote]
So what do you do from here? Well, you might consider that if the correction you need to your code is something that you cannot do (you stated you had “a company” do this for you initially), hiring someone to do this for you might be an alternative.
Another is just to keep blaming DreamHost, and leave your site broken. Or move it to another host. You have lots of choices here, but probably the least effective of the courses of action available to you are to keep yelling for DreamHost to fix your code, or going onto the DreamHost forums to protest about how badly you feel you have been treated.
I think our folks showed admirable patience and restraint in the face of your hostile and ill-informed messages. but of course you are free to disagree with that. Either way, moving the “yelling” from the support channel to the discussion forums isn’t going to change the facts of the situation any, or get your site back online.
–DreamHost Tech Support