Recently I sent a support request explaining that I have three email accounts that forward to other accounts, in a "chain". Thus bounced@domain forwards to monitor@domain which forwards to monitor@other-domain which forwards to nothing. Yet personal@other-domain is receiving the forwarded email instead of monitor@other-domain.
When I explained how the emails were linked, and asked them to check their server configuration, I received the response that different@other-domain had been checked and was not receiving the forwarded mail, so everything must be fine.
Huh? is this "inexperience"?
Also, I asked 11 days ago how to create csv files on the Mac that would be in a format that SquirrelMail will accept, since apparently all the editors I have tried so far put some extra character on each line that results in being unable to upload an address list to SquirrelMail.
I provided a complete list of all the editors I had tried. Response? Please tell us which editors you have used.
This was from Brian - "inexperienced" you say??!!
Or just not bothering to read the email! In both instances the information they needed was in the email they responded to.
Also, it is becoming more clear as to why I have to wait for so long to get anything sorted.
First, every new request sits in the queue for nearly 3 days, no matter what priority level it is given when the request is created, and no matter how few requests were in the system at the time. Even when the queue is down to a little over 300, it is still a 3 day wait for an answer.
In fact there is one still waiting after 4 days 4 hours!!
I live in Australia, so we are awake when DH is asleep, which means that by the time we answer a response from Dreamhost, the support person has gone home, so our response is dropped back into the general queue for yet another 3 day wait.
This also means that the support person who originally replied is not necessarily the one who responds to the next email, and may not bother to read the thread.
On a rare occasion when I have been able to respond to a support request during DH working hours, there has been a fairly prompt response to my reply, by the same person who originally answered it.
When I asked about providing live chat for overseas clients, Brian said that this was asking for "bells and whistles". Apparently a three day wait for each response, and an overall two or three week turnaround before an issue is finally resolved is acceptable to DH.