rrrrrrrrrgggg... Ok, had to get that out. Basically, I want so badly to be a happy, warm, fuzzy DH customer. The web panel beats anything I've seen, hands down. The space and transfer is really cool, but I don't care about that as much anymore.
What I really want to have is confidence that if one of my sites go down, I can expect that my trouble ticket will be answered within 5 hours, much much less actually.
Seriously, I really don't want to leave. I've posted before that I will be willing to sacrifice space / pay extra for a live phone person, or at the very least, quicker response time on the trouble tickets.
The biggest thing I don't want to lose is the control panel and the ease of site managemet allowed to me at DH. If I could really afford it, I would opt for the dedicated plan, just for the peace of mind that my site (and my clients' sites) will not go down so often.
DH: I know you intermitently read these posts. Any chance of setting up at least a VPS plan?
I recently signed up for a VPS plan after this last little spat of outages, and I gotta say, horrible web panel, no fun at all (they have a custom one - I absolutely hate cPanel, piece of junk).
They do however have phone support....
Listen, offering phone support would not be hard. Charge me for your time, please. Give me a little peon that has limited understanding, but that if my problem is legit (and not my fault, DH's fault), forward me to a 2nd-tier tech who has more understanding. Even if this first-tier less-trained phone support person can tell me "Yes, we are aware of the problem...", I will be extremely happy knowing that the problem is being worked on and I will leave you alone.
Having a first-tier phone support person with limited knowledge will go a very long way and guess what, you don't even have to pay them that much. They're kind of like a specialized operator.
Okay, so that's my first suggestion. Here's the second:
When you guys have 600+ tickets open, it seems to me there are two main ways at tackling these. Opening one ticket, reviewing the problem, doing some thinking, and then getting back to that one person (leaving the other 599 tickets waiting..) or the better way is to go through all 600+ at a time, and seperating out multiple ones that are for the exact same issue. Then take each as a batch (I would assume 100 tickets might be for one issue) and tackling each as a batch including repsonding to each batch all together.
I know you guys are addressing the support response times at DH. These are just my two cents here.
I want really to stay with DH and continue with DH as long as I am building websites and running my business (15 years now).
I will be steadily upgrading my account as my needs change. I will refer people to you (I don't even want the $97). I want to have a very very long standing business relationship with DH.
BUT, this relationship needs to be solid on your end.
Your hosting service does have all the trappings to be a real Dream.
Do away with all of the extra space. It can only be hurting you financially in the long run. Get back to a manageable level where you can actually promise a rock solid reliability. Stop worrying about giving all of us insane deals. Start worrying about how these deals might be crippling you, and invest heavily on better hardware, better customer service, more employees, and redundancy, redunancy, redundancy (redundant, huh?).
Please, please, please, please, please.
Nobody really wants to leave you. Please change your approach. The current one is costing you dearly.
Thanks for letting me rant.