On March 13th, I opened a ticket because I edited 12 of my 13 cron jobs and promptly stopped receiving email with output. I know they are running because I see entries in a mysql database, however, the output of the cron isn’t emailed to me. It took a day for dreamhost to respond, and when they did, they closed my Open ticket and said the problem should be fixed in a few hours. It wasn’t. I opened a new ticket telling them that it wasn’t resolved. They then traced my 1 good cron job and told me that emails are getting through and closed the new ticket. I reopened the ticket and told them they were reporting on the 1 good cron job that’s still emailing me, and 12 others are not. That was 1 day and 14 hours ago, which is the ‘open’ status of my problem.
From my perspective, my problem was reported on March 13th, not March 15th. By responding with stuff off the top of their heads and closing tickets, dreamhost loses context for the time a problem has been open. Couldn’t the new email reopen the old case, so the time dreamhost things the problem is occuring is the same time the user experiences the problem?
I understand Dreamhost Support is overworked, but churning cases closed so that open cases appear to have closed quickly doesn’t endear users to dreamhost support.