Let me first start by saying that we have been a pretty happy DreamHost customer for almost 4 years now. Sure there have growing pains and some issues, but support has, until now, always been very helpful.
I know this is not generally the place to get help from support, but I thought it might be a little extra kick and some of you might like to hear about the absurdness that is happening.
Here is the issue…
We are television company that produces several shows for cable, namely SPEED. We had a new show airing July 13th, so we sent out a press release to a several of our clients and contacts within the industry on July 11th. On July 12th one of these contacts sent an email to their list of “Opt-in” subscribers telling them of our show and giving a link our website.
Apparently, this email, from a 3rd party to their list of subscribers, was flagged/reported a spam. And because this email was promoting our show and website, we got attached to it in the eyes of DreamHost.
At this point, there were apparently a few emails sent from support asking about it. I say apparently because, I never saw these. I’m not saying they weren’t sent, I’m just saying I never saw them. Maybe they got filter into spam, mis-routed, bounced, etc.
According to DreamHost, because there was no response from us to the inquiry I never saw, they suspended our account on July 20th.
“…had we not disabled your account, it’s likely we never
would have received a response from you on the matter.”
So after figuring out our account was suspended and finally why, I explained that the “email in question” was from a 3rd party promoting our show, etc. To which I was prompted with more questions on our relationship with this 3rd party and why they are promoting our website.
“Their email was sent in promotion of your website and for seemingly no other purpose. Can you be a bit more explicit as to why they are promoting your website?”
Is this not the age we live in… using the web to promote the web?
It has now been 1 1/2 days that our account has been suspended and 18 hours since I’ve been able to get any sort of a response from support.
Maybe it’s just me, but this whole situation is just absurd. Account suspended because of an email a 3rd party sent promoting our website and basically no help from support whatsoever.