You know, from where I’m sitting right now, rude chat help sounds pretty good. Because if you go to Live Chat right now, you get “Sorry, we aren’t online at the moment”.
I went there to try to find out what’s happening with the ticket I opened 8 hours ago. Because all I’ve heard is crickets. Because all you can do with a ticket here is cancel it. You can’t update it. You can’t forward more relevant info. You can’t inquire as to its status.
I suppose I could open another ticket to do any of those things. I suppose I could also bang my head against the wall.
The problem is, of course, email related, as are all the tickets I’ve opened in the last year. I finally bit the bullet and set up an account at dedicated mail provider, MXRoute. I have moved one domain’s email there so far. Now, mail from a still-at-dreamhost addy is failing to forward to an addy there. It’s hard bouncing. That’s what my ticket is about.
A few minutes ago, I opened a ticket at MXRoute, in case the problem was actually at their end. I got an auto-reply in one minute. I got an actual live person reply in six minutes. Having checked the MXRoute logs in those six minutes, he confirmed the problem is at Dreamhost. He told me what is most likely wrong and needs to be fixed. Which I would gladly pass on to Dreamhost if, you know, live chat was live, or there was a way to update my ticket, or if they actually replied to me, ideally with an actually helpful answer.
I feel like my hand is being forced here. All my mail is going to MXRoute as soon as I can co-ordinate with each client to move it (which is not unlike herding cats). I am really looking forward to spending those essentially unpaid hours doing that. It’s a good thing web hosting here is better than email hosting, given the current status of both live chat and the ticket system. I’m really sadder about the support sucking than the email, and trust me, I’m pretty damn sad about the email. If anyone wants more info about MXRoute, pm me, I’d be happy to share what I’ve learned.
And don’t think I don’t realize that the big winner here is Dreamhost. They will continue to get the same amount of money from me for a significantly less valuable product. I resent having to reward bad behaviour and won’t forget this.