No Support Reply for 48hrs - I'm Gone!


#1

A common but sad tale.

Just joined last week. It took two days just to activate my account
(support requests ignored for far too long).

Second support request sent two days ago - still waiting!

WARNING: Anything longer than 4 to 8 hours indicates a
business that’s most likely running under resourced.

I’m out and requesting a refund.

I also have accounts with Site5.com and resellerzoom.com
Both have great service if you are looking for a good host
or two.

P.S. Test dreamhosts support response times for yourself
before you make a decision either way. Things may get
better.


#2

[quote]Test dreamhosts support response times for yourself before you make a decision either way.

[/quote]

Most companies have separate teams for pre-sales and after-sales support, with the former usually faster in response time, so it may be difficult to “test” them out unless you actually sign up.

Having said that, I am waiting for my own ticket to be answered as well at this very moment. I KNOW it’s frustrating to wait like for not to say 24 hours (the promised time frame) but even 12 hours, esp. when there are competitors out there doing much better (like under 15 minutes even in the middle of the night, Eastern time; don’t want to name them, but the thread starter already did).


GungHOST.com - Everything is negotiable.


#3

WARNING: Anything longer than 4 to 8 hours indicates a
business that’s most likely running under resourced.

According to who?

Forgive my saying so, but I think your expectations are a little unrealistic. I suspect you’ve never worked in a large volume support environment before.


If you want useful replies, ask smart questions.


#4

[quote]but I think your expectations are a little unrealistic. I suspect you’ve never worked in a large volume support environment before.

[/quote]

Sorry to jump in here, but one of the other hosts that I also use has 100+ servers, and their support NEVER fails to respond in less than 15 minutes. I’m not sure how DreamHost compares to them in size.


GungHOST.com - Everything is negotiable.


#5

I hate to jump in too, but like the poster above me just said, many other providers just as large (if not larger) as DreamHost have support times that put DreamHost to shame. As in, under 2 hours at any time of the day. I won’t name them either because I think it’s inappropriate to do so on a DreamHost forum, but I have been a customer of 2 such companies.

It can be done; DreamHost must be extremely understaffed and overtaxed if they can’t do it.

http://www.pornladder.com


#6

I agree with kchrist on this. We all exist in a shared environment, where not everything can be perfect all the time. To my mind, there are four categories of support ticket:

  1. Systems Issue - there is a partial or systemwide malfunction impacting a large percentage of the shared hosting customer base. Support gets flooded with support requests.

  2. Developer Error - someone has screwed something up. For example, a customer is using too many resources, or perhaps they are spamming. This may impact other customers, and may result in a lot of support requests.

  3. Account Issue - an account needs setting up or altering.

  4. Ignorance - despite references to the Knowledge Base, Wiki, and this Forum, someone just doesn’t know what they are doing and so they file a support request. Maybe they file several, depending on what the problem is.

I prefer DreamHost to sort through these requests in that order. Systemwide malfunctions should always be fixed first, followed by any problem that impacts on other customers. Individual customer problems relating to accounts or simple lack of knowledge should come last.

Anything that is even vaguely mission critical should not be hosted in a shared hosting environment. When looking for a hosting package, I ask myself the following question:

If everything went down for a week, would it be the end of the world?

If the answer is yes, I immediately exclude shared hosting from my possible options. If the answer is no, I may proceed with shared hosting on the understanding that my wants and needs must fit in with everyone else’s on the same system. That’s just the way it is.


Simon Jessey
Keystone Websites | si-blog


#7

[quote]If everything went down for a week, would it be the end of the world?

[/quote]

A week? Sorry, but that is not particularly a good example. Nobody should bear with that even for hobby sites. And to say that only dedicated servers customers should expect good customer support (like in 15 or 30 minutes) is not particularly realistic either: quite a number of hosting companies are doing that for their shared hosting accounts. To be frank, if DreamHost could make it like 3 hours, I’d be happy.

P.S. My current open ticket is 23 hours and 38 mins old.


GungHOST.com - Everything is negotiable.


#8

Your entire post is irrelevant. ANY support ticket should not take that long to resolve. I’ve been a customer of two other large ISPs, and never before has their tech support been so slow to respond to any customer ticket.

Further, your post is absurd given that dallas himself stated previously that DreamHost’s support team is understaffed and that they are aware of the slow response time issue. They are in the process of training more people. I think he said that he’s had to triple the support team or something like that.

His expectation is not unrealistic given that comparable companies get questions answered in just a couple of hours. I know because I’ve used them.

It seems like DreamHost was completely unprepared to take on this many new customers and now they are going through growing pains.

http://www.pornladder.com


#9

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.


#10

I was trying to make a point about shared hosting. Unless you are on a dedicated server, you simply must expect issues to crop up on a fairly regular basis; futhermore, you have to expect that support tickets may not be dealt with as promptly as you would like, from time to time.

I’ve had shared hosting with almost a dozen different hosting organizations, with prices ranging from $5 to $60 per month. To date, I’ve had less problems with DreamHost than any other webhost. As a consequence, I’ve had to open hardly any support tickets. When I have opened a ticket, it has been dealt with in a relatively timely fashion.

I’ve said this before, and I’ll say it again. Some folk feel the need to open support tickets more than others. Some will even open multiple tickets for the same issue. These people cause the whole support system to slow down.

I think your experiences with other hosting companies are unrepresentative, because your breadth of experience is rather small.


Simon Jessey
Keystone Websites | si-blog


#11

[quote]On the positve side … a very prompt refund.

[/quote]

That’s the best part I like about DreamHost, and the reason I went with them in the first place: after getting a prompt refund, I re-signed up months later, and has been here for 6 straight years. :slight_smile:


GungHOST.com - Everything is negotiable.


#12

[quote]>I think your experiences with other hosting companies are unrepresentative, because your breadth of experience is rather small.

Simon, If you can’t attack the facts, then you attack the person. :slight_smile: Sorry in advance for doing similar.[/quote]
What on Earth are you talking about? In case you hadn’t noticed, the person I was replying to had said they had been with two previous hosts. That simply isn’t a large enough sample to be representative. Perhaps you should learn to actually read a thread properly before making ill-informed assumptions about what a person is saying.


Simon Jessey
Keystone Websites | si-blog


#13

[quote]ardco: Funny tag line: Service Sucks but Refunds are Fast. :slight_smile:

[/quote]

No, I don’t think DreamHost’s service “sucks” (or I’ll not be here), but honestly, there are a lot of room for improvement. And let’s hope their “strategy” (please don’t tell me there isn’t one) is or will be on the right track (i.e. NOT competing solely on price, disk space and bandwidth overselling).


GungHOST.com - Everything is negotiable.


#14

[quote]if you’re just interested, you might go read Josh’s recent related post on the DH blog

[/quote]

I actually have already read it. Yes, most organizations spend more on human resources (a.k.a. salaries). But I guess the amount itself does not guarantee results, it’s how you design (plan) and implement (logistically) customer support that makes the difference. Like I said, when there are hosting companies out there delivering something like 15 or 30 minutes response time, then is it too much to ask for say 3 hours?


GungHOST.com - Everything is negotiable.