background: i have 2 sites at DH. mine, and another company.
kfry (Aug 16th, 2006 - 08:38:44 / #8225914) - i’m informed by karl that a header injection was used to send spam from my site. the mail form on my site is unimportant. the mail forms on the other company’s site are important. the mail form on my site has been disabled.
clickignite (Aug 16th, 2006 - 09:10:46 / #1477815) - i call the other company, their stuff works fine, so i assume just my site is affected. i email DH to confirm this.
chatra (Aug 17th, 2006 - 11:09:11 / #8235990) - i receive notice that all my sites are unable to send email from the mail forms on all of my DH sites. it’s thursday, and the other company is at a convention, they don’t care about the mail forms, say it can hold to the weekend.
clickignite (Aug 20th, 2006 - 12:16:01 / #1482625) - i fix the scripts (they were broken at the time since i didn’t have the zend framework on the system, but at least no longer insecure), i send emails to support and abuse @DH, saying that i’ve fixed the problem.
brian (Aug 20th, 2006 - 23:26:29 / #8263372) - i am told that the issue will be transferred to karl. note that verifying that the scripts are secure will take 2 minutes tops.
clickignite (Aug 21st, 2006 - 06:22:08 / #1483348) - i ask if karl will be in today
jefft (Aug 21st, 2006 - 18:19:14 / #8270790) - i am told that karl is on a different shift than the guy who answered the email, and that he sent karl a note.
clickignite (Aug 21st, 2006 - 20:18:02 / #1484681) - i reiterate the fact that this would take 5 seconds for each of the 3 scripts to be checked out, and how badly i need this fixed.
** i now have inadvertantly opened 2 tickets, both of which are unresolved.
clickignite (Aug 22nd, 2006 - 14:12:05 / #1485687) - i open a 3rd ticket, mark it super-important, explain the story.
it’s been 2 and a half days since i requested that my sites be allowed to send email again, and i still can’t get anything more than, “sorry, i’ll tell karl”.
these problems are revenue impacting for the other company i have a site for…and before you say “you should have a dedicated box” if it’s that important, know that it’s a small company that gets very little traffic and doesn’t require a lot of fancy stuff. i feel like that if dh’s services were as they advertised, i wouldn’t be as frustrated as i am right now…
we send emails into the customer support abyss, wait for the mocking “it’s almost been 24 hours…” email, then pray that your issue is resolved in the first response, otherwise it’s time to get in the back of the queue again, wait another day rinse, repeat.
i’d upgrade my plan so i could get callbacks, but reading the posts on the forums leads me to believe that it wouldn’t make a difference.
it’s been 2 and a half days since i requested a very simple procedure to be done. i’m hoping karl isn’t on vacation.
although doubtful, hopefully someone at dh will see this and remedy the situation.