In the same boat as the rest of you, and I just don't understand. I have backup problems on my site, so technical support recommends that I go to a PS. I agree to it, then several days later, it is set up but I have major problems on my site because somebody there did not manage permissions, etc. correctly when the switch was made to PS. My clients go ballistic. I bring this to tech support attention, starting on January 23 and ask for a call back.
Progress: no response except for automated notices of delay or reroute to a different group, no call back in four days (I can't ask again because the system has now tied this option up), and just plain no help.
I have used DH for quite a while now, have several accounts, have recommended it to others, and have never experienced this kind of neglect. I guess that is a good record historically, but it is not good now, when I am in deep trouble. I hate to leave DH because this may be an anomaly, but I have no way of knowing because nobody there will communicate with me. Here is a link to a screenshot of my ticket history: www.rhetor.com/dhscreen.jpg
Any thoughts on getting this straightened out would be most welcome.