<We are not “dumping the queues”.>
That is good to hear, many figured as much because the forums would have been flooded with anger if that were the case. Speculation is never the law.
<First of all, we have far more than 3 full time support people, and have since some time in mid-1999 (I was Support Guy #2 at the time). In fact, within the past few weeks, we’ve hired 3 more support people in order to help handle the large growth we’ve been experiencing (as well as an extra Dev/Admin person, starting a bit later this month)>
Jeff, I do apologize for what I am about to say, but I hardly think 13 full time support people constitutes FAR MORE and of those 13 you mentioned in a later message, 3 of them are brand new and some of the 13 share dev/admin responsibilites to go along with their support tasks. If you would have said 130 support people, that, my friend, is FAR MORE than 3
<Second, today we had a couple of problems that impacted a (relatively) large number of customers in almost the exact same way. As you can imagine, it’s not terribly inefficient to answer a very large number of such messages with pertinent responses in a short amount of time. The time consuming responses are those that we don’t already know the cause of, or are harder to explain.>
I definitely see your point on this one, and TBH, i did consider that later…can you tell me one thing, though…if the e-mail problems have been resolved, how come you have yet to update your own emergency status page?
<As a general rule, the larger the queue that you see, the more likely it is that “something happened” and a lot of those messages are nearly identical - and thus, you shouldn’t be surprised to a dramatic drop in the queue as someone goes through and answers them.>
I do concur with that as stated earlier…I can definitely see how that could happen.
<You also shouldn’t expect to see the same average number of questions in the queue as you’ve seen in years past. Given the extent in which we’ve increased in size, even on “non-heavy” support days (when most questions are usage related) we’ll find ourselves answering numbers of messages that only a year ago seemed positively huge. Luckily, we’ve increased our own support staff productivity in various ways, and have recently hired more people to keep up.>
Just one little thing i want to point out on this matter…i clearly remember the que being under 100 for the most part everyday, now recently it has been running in the 300-500+, which is relatively 3-5x higher than the average of a year ago, yet, you have admitted that staff has been increased only by 30% or 1/3…how are these few extra support staff members going to be able to handle the tremendous current loads that has been experienced as of late?
<In any case, after browsing through some of your posts it’s pretty clear that you have a lot of negative things to say about our company: That’s fine, allowed, and in large part what this discussion forum was created for. We feel that providing an open forum for our customers to discuss their concerns is important, and shows that we’re willing to lay our reputation on the line - taking our lumps when they are deserved. It’s not clear that many other hosts are willing to take that chance.>
My venting on here is the only thing that has allowed me to remain a DH customer, it’s only the positive things that others say that remind me of the way it used to be and the hopeful attitude that it may be again some day.
<However, I would ask that you keep these sorts of baseless accusations out of the forum. It’s one thing to come here with concerns about server stability, helpfulness (or lack thereof) of our support staff, etc. It’s quite another to impugn the ethics of our company and employees.>
My accusations were hardly “baseless” as you so eloquently put. Which accusation are you speaking of? While it may have been a stretch with the “3 support staff” statement, it was hardly irradicated by your assertion of me being way off by a whole 10 people (7 until recently)…funny thing is, the roll call as the other members had posted almost had it right with 10. If I have hurt your feelings in any way, please excuse my brash behaviour, but your company has hurt me in lost clients, overall downtime, and most importantly a distrust that I did not experience at all in the previous YEAR. Yet, unlike you, I have remained faithful throughout my ordeal and continue to be a PAYING customer of your most expensive shared hosting package, and you are asking me to leave or showing me the door, priceless…
<If you can keep things civil, you’re more than welcome to post your opinions - negative or otherwise - as long as you don’t bother/pester other users on the forum. However, common decency will be expected at all times.>
and by the term civil, i am most sure that you mean=" Sufficiently observing or befitting accepted social usages; not rude: a civil reply. See synonyms at polite." in lieu of the legal definition “Relating to the rights of private individuals and legal proceedings concerning these rights as distinguished from criminal, military, or international regulations or proceedings.”…I can most definitely aspire in both categories…please elaborate on your definition of “decency” though…does this mean I will have to adorn the shiny happy people holding hands cloak, if so, than these discussion threads hardly make up a “Forum” = A public meeting place for open discussion.