Unhappy with the support service!


#1

Our server is down now for almost 24 hours. I contacted support team. But replies come late and with stupid questions without even a try to get to the problem. The lack of instance feedback is frustrating.

I do not believe that our company will continue business with dreamhost.


#2

Have you tried live-chat? Email will always have a delay.

Also do you have a support ticket number? There’s none associated with your email on the forums, so I can’t check and see why there’d be a delay.


#3

The last email I received was with 24h delay. Have in mind that I marked my
issue as URGENT since our server was down.

Below is a quote from some of my previous emails:

Is there a telephone number (or at least kind of a chat, skayp maybe)
where I can speak directly?

And here is the replay to this question (given by Dean):

While the convenience of a phone call would be nice in situations where
we’re dealing with account access that is a security risk (it’s much
easier for perpetrators of fraud to get information from our employees
when talking over the phone - even if that doesn’t help them get into the
account here they can use that somewhere else). It’s called ‘social
engineering’ and is the reason we don’t permit handling of account access
issues in that format.

Please see how much I was upset being nervous because of the issue
plus frustrated of not having proper communication with dreamhost, and
then, as a result, having that explanation about fraud and security risks.
[hr]
I explained my problem. I expected the reply to be something like
“Hmm, I understand your situation.
Our policy, however, is this and this.
So to solve your problem, here what we can do …”

Instead I got this:
“Thanks for writing in. Unfortunately it would not be as easy as simply
restarting the server, but as you are not listed on the account as a
primary contact I cannot provide you any of the specifics of the account
and its current status. We are only able to provide assistance to this
account to the account owner. I’m sorry, but we will be unable to provide
you with a phone call regarding this issue. Any account access issues
must be handled over email due to strict documentation requirements.”

Thank you very much for being so helpful.

I see the efficiency of a service as how supportive it is to their clients and how operative it is to non-standard situations. In this case, both are big failures.


#4

[quote]as you are not listed on the account as a
primary contact I cannot provide you any of the specifics of the account
and its current status. We are only able to provide assistance to this
account to the account owner. [/quote]

This is for protection. Since you are not the account owner, you will need to get the account owner to handle this.


#5

Sounds like you also didn’t have an procedures in place on your end. You aren’t on file? Who is? Who has passwords to what? ( the panel does have chat, but unless you can log in you wouldn’t be able to use it) If it’s a simple server re-boot the customer can do that for themselves from the panel. When does the domain expire? if the account current? If you’re in business and depend on the server, those (and more) are all questions you should be able to answer.

Proper prior planning may have prevented the issue to start with, and certainly would have made contact with the support team more efficient.


#6

I wish the service support asked me those questions, because I had had the answers. Yes, my fault was that I did not know the credit card number our IT admin used for the account. As he nearly died in a car accident I could not find it quickly. I am glad we found the troublemaker now. Thank you and goodbye.