You are asking me? Hey, 45 days ago I offered my thoughts in response to your post. In addition to the “experience” of the new support techs, I mentioned “expertise” and the “learning curve” (see the quote you pulled out of my post) as possibly relating to why you got what you felt were “bad” tech support responses. What you just described could very well be related to “experience”, “expertise”, or a “learning curve”. I don’t see how the semantics matter much; you are obviously not happy with the tech support you receive. Your point is noted, but I’m not going to get into a debate with you over whether or not you should or should not be frustrated.
Probably not. While I don’t know (I’m a customer here just like you), I think it much more likely that your request might have been forwarded to “Brian”, by a tech that did not know the answer to your question, and Brian, even realizing that your request was not appropriate for tech support as it relates to your software, not theirs, decided to help and responded. The old saying, “No good deed goes unpuinished” comes to mind here.
That said, I don’t think you would have been any happier with, “You should refer to the Squirrel Mail documentation, and your software documentation, to determine how to create a file suitable for uploading to a Squirrel Mail address book. You may also find the Squirrel Mail community or the Dreamhost Forum helpful,” than you are with the response you received.
I’m sorry you are not gettng the kind of service from support that you require, and it’s certainly possible that being in Australia complicates it…good luck with finding a way to work with that.
It could also be that you just need a different level of support than Dreamhost provides; “one size” does not “fit all”, and some are more “needy” than others. There are hosting companies out there that provide a higher degree of hand-holding, though they charge considerably more money than Dreamhost does. Maybe in your case, the extra money would be well spent.
I don’t think Dreamhost considers “a three day wait for each response, and an overall two or three week turnaround before an issue is finally resolved” acceptable, and I have not experienced that kind of service. No matter what Dreamhost does, there will be those customers that will always require “weeks of turnaround” to get their issue(s) handled, as communications and technical skills vary greatly among users and support staff.
To me, it’s all about the balance between value and cost - YMMV.