I see my post has stirred up some reactions
Unfortunately (or fortunately as the case may be) we live in a market driven world. The service that shows it can deliver gets the business (and the referalls). I’m responsible for the day-to-day maintenance of 80+ websites, so in a way my hosts hold the handles to my purse strings. Not being able to communicate with them when I want to (rather than when they want to let me) is not a good feeling.
On the other hand, I do understand what its like to be snowed under in customer service but I also understand that many of my customers can not and would not wait for me either.
If I did not return my clients calls for two days I think it fair to say I would soon see my customer base falling. Where’s the business sense of linking my income to an other prime service that, right from day one, has demonstrated that this is likely to be the norm for our relationship?
A hobby site maybe, but for business - no way!
When you are self employed its just plain good business to use services that have fast reliable communication and fix issues fast- especially when there is plenty of choice.
Trying to give your customers the service you think they can live with rather than the service they want is suicidel.
Being in business is all about dealing in “feelings”. If you give your clients good feelings you thrive. If you give them bad feelings you die - plain and simple.
On the positve side I understand dreamhosts issues my be only temporary. They have replied with a solid apoligy and a very prompt refund.
I leave happy but with a lot of time wasted.