I think their (pesimistic) policy is 24-hours (not 48), at least that’s what the confirmation e-mail says:
[quote]This email is to let you know that we have received your message and
will be replying to it within 24 hours. Your tracking # is 1937842.[/quote]
As for annoying them, I was polite at all times. I even told them (when they were still replying) that it wasn’t really time-sensitive, since the account wasn’t yet in use, thinking that I could wait a few hours… maybe that was a mistake on my part and should’ve put the people are dying choice in the selection-box even when that wasn’t true.
I was very specific with what was happening, the tests I made, I even told them that they can use the address and send emails (I told them how to pause a fetchmail I have running) in order to test… and I told them that if they thought it’d be better, I can erase and re-create the account… when I bugged them after waiting for quite a few hours, I even told them that I’d be somehow happy with a “we’re working on it, please be patient” to no avail… there’s no way for me to know even if someone’s working on it or if maybe my messages to support fell in the same (or another) blackhole that the one eating mails for my poor address. See an image of the support history
Should I wait 'till the 48 hours are past? And then, if I don’t get an answer, what do I do?
I’m not threatening nor trolling with the classic “I’ll get my business outta here and tell everyone in the net that DH sux” since I think that’s a silly thing to do and I actually don’t intend to do so. I’m even recommending DH to friends of mine, I like it, I like being on debian, I like being able to ssh to my account and configure things manually, I even like the way they handle support most of the time, and the way they handle the status page… in fact, whenever there’s a problem posted there that affects me and keep an eye on it, I hate the trolling 'round there (but love it is not censored), and always think, “hey, if you have a specific problem, submit a ticket”…
But it’s the second time I have an issue with support not answering, not even saying “we’ve got a problem with this and it’ll take us a few more hours to solve it, please be patient”… last time it finally was solved in less than a day ('bout 18 hours). But again, I think that not giving the tinyest hint that someone is dedicating a few cpu cycles to your problem or will do in a foreseeable future is a bad policy.
As I didn’t get the smallest answer in almost 2 days, the only place I though I could ask was here…
[color=#0000CC]Mariano Absatz[/color] - “[color=#6600CC]el baby[/color]”
[color=#00CC00]Message transmitted on 100% recycled electrons[/color]