I’m gonna second your comment. I’ve been a customer with DreamHost for years, and noticed when things go wrong, all they ever do is give you a generic: “We’re sorry for the inconvenience and doing our best.”
It’s unsat really. Pathetically unsat. Given how much DreamHost loves to rant about how they’re on the cutting edge of webhosting, they’re rather terrible when crap hits the fan. Sometimes I wonder if they really have redundancy, failovers, or working troubleshooting procedures.
DreamHost needs to do more than just give a weak, “we’re sorry,” template response to everything. Want me to think you’re really sincere? How about giving me some idea of what the heck is going on. What you think might be broken, then when you find the real problem, provide that as it becomes known. Calling something, “emergency repair,” is vague as crap. What caused the emergency? Hackers? Virus scanner broke something? Update crashed an application? Someone spilled coffee on a server? ASA incorrectly configured?
Or how about why it can’t be fixed quickly. There’s no backups? You don’t have a failover solution? Administrator quit and told everyone payback is a female dog?
Also… actions speak louder than words, and time is money. I know the whole 99% up time that network companies like to throw around is just smoke and mirrors to make good press, but it REALLY hurts when we customers are struck with a service outage. For some it’s a huge inconvenience, but for others it can be an entire day pay. How about a full month refund worth of service if your breakdown is longer than 24 hours? That would REALLY make me think you REALLY cared about continued loyalty.
Anyways… yea… I agree with you OP.
I’ve sadly had enough and now reading up on how difficult it would be to just go to another hosting service. What I need to do to transfer domain names and backup my SQL databases… that sort of stuff. I’m not expecting perfection, but so long as it’s another A Tier hosting service, I don’t see how it can get much worst… and I’ve just built enough frustration from DreamHost to move as a sign of protest and the principal of it all.