Irk, irk, irk.
While I have to give DH props for making at least some of its support processes transparent, and for giving generally helpful and polite support…
I’ve got one major gripe.
In all too many instances, I’ve filed a support ticket that received a fairly quick “it’s working for me” response, only to find that the problem noted WASN’T working…
Which necesitated ANOTHER message, or followup message, and (generally) a longer lag in response time.
Me: Hi, it’s broken. Can you fix it?"
Support: It’s working fine.
Me: Nope. Still broken. (provides additional proof)
Support: It’s working fine. Must be something else, somewhere else.
Me: Nope. Still broken. Somebody else thinks you’re broken, too.
Support: Ooops. You’re right. Something’s broken. We’ll get right on it.
(no notification of repair)
(no enumeration of what went wrong)
(no statement about how to avoid repeat performance in future)
(at an indeterminate time in the future, the problem is mostly fixed)
As you can imagine, with up to 24 hours between exchanges, this can drag on WAAY longer than you’d like it too…
I realize that hosting is a complex business, and shared hosting can be a devilish foo to troubleshoot. But I’m really irked that it’s so hard to get admission of problems or updates on what’s being done about it.
While I admit that the time to first response is down from previous experiences, it doesn’t help much when the first response time is just a placeholder for a bunch of avoidance games until the problem is finally identified, acknowledged, and repaired…
And no, these are not cases of “how do I do this?”. These are cases of, I have followed directions to install, implement, activate, and results are not as expected and admin interaction is required…
And what’s interesting is that this is happening on a server that was:
relatively recently divvied up and moved to another host
had some recent downtime & problems, but supposedly fixed
I’m in the service industry myself, and my usual rule is to stamp out current fires before running off to new ones (unless lives are in danger ), and my customers generally understand and expect this… Once they get my attention, they expect a reasonable continuation of effort and some resolution before I abandon them to the next crisis…
Irk, Irk, Irk…