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Worst hosting company I have ever worked with
06-24-2007, 12:33 PM
Post: #31
Worst hosting company I have ever worked with
There are periodic threads of this nature on these forums and other discussions all over the web - obviously, YMMV is relevant here. Reading through some of those may give you some useful perspective.(I can only speak for *my* experience).

My experience with DH over 8 years of hosting has been excellent in both the timeliness and quality of response.

I have noticed a "trend" evident in many of these situations where the complaining about quality of email response is accompanied by frustration with no telephone contact:

1) Often poor communication skills on the part of the poster seems to exacerbate the situation and prolong the time it takes to resolve the problem

2) Most *do not*, or *will not* post their support history - we are left to guess at what their experience has really been and can only rely on how they *perceived* it to have been.

3) They are *often* related to account suspension or disablement (TOS, resource utilization, DMCA, etc.) and quite often, when researched, seem to involve sites that probably have no business being run on low-budget shared servers in the first place (way too much traffic or resource usage for such hosting).

4) They are, actually, extremely rare - even considering that most "happy campers" don't post regaling us with stories of their satisfaction, the *huge* number of sites hosted by DH actually result in very few of these types of complaints. They nature of the Net is that the "loud minority" get attention way out of proportion to the vast majority! Wink

None of that may have anything at all to do with this OP's situation (though it may!), and we may never really *know* the actual circumstances. Why don't you ask the OP to post his support history to the thread so you can evaluate for yourself whether or not you feel the support attention he received was reasonable or acceptable in your estimation?

I think that would give you a far better picture of what to expect than reading through his posts here; he is obviously very frustrated at the situation he finds himself in (and that is understandable) and it is really difficult to guess how that frustration may be effecting his objectivity when describing his support experience. Wink

--rlparker
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06-24-2007, 12:53 PM
Post: #32
Worst hosting company I have ever worked with
Good points and worthy of a response.

I didn't know posting our support log was an option I will ask those involved if its okay to post them. There are lots of things people don't want to see in a public forum like personal details so I doubt this will happen. If it does enough will be taken out that it is unlikely to serve the purpose of providing additional context.

This is likely a high traffic issue, but as I said we offered to upgrade/move the service as soon as we heard the CPU usage was an issue.

Yeah there are situations where someone's frustration makes them less than objective. There are also situations where the person complaining doesn't know or understand how hosting works etc. This isn't one of those situations.

In the end if customer is willing to take the time to complain outside of the normal support cycle the company should listen. There may be noise but there is also likely to be some signal which may help the company improve.

My recommendation would be to make sure you google whatever provider you are thinking about using. I wasn't the one responsible for choosing DH, but I sure wish they had done some investigation beforehand.
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06-24-2007, 12:55 PM
Post: #33
Worst hosting company I have ever worked with
Hi,

I sure wish they had offered the ability to move it to a new server. We would have done it in a second. As of now they told us to pay for (which we did) a new service and try it there. Of course this was 5 days later Sad
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06-24-2007, 01:20 PM
Post: #34
Worst hosting company I have ever worked with
rlparker has a good point. By posting on the company forum this is the "worst hosting company you have ever worked with" you are invariably trying to deprive them of business. If thats your intent then you'll have more success by posting logs, tickets, emails, and other bits of information. This will either, make your claim concrete which would drive away business (and stop the heckling by other customers) -or- clear things up as not really being as bad as it sounds (and more heckling).

To me, this sounds like a freak scenario or serious miscommunication, but would be business as usual with my current web host... Try asking why your account was not moved to a "limbo server", then copy & paste the reply in here.

-Burn
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06-24-2007, 01:22 PM
Post: #35
Worst hosting company I have ever worked with
You still haven't answered my question. What does your script do?

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06-24-2007, 02:22 PM
Post: #36
Worst hosting company I have ever worked with
There's no such thing as a "limbo server" on Dreamhost, but they will work with a customer to move them to a server that is substantially less active as the one they were on before (essentially a shared server with very few users on it), but in this case it doesn't sound like it was an option.
Anyways, most other shared hosts will also often just disable the service under your account that is being hit the most, in his case - apache (the web server). In this way, you can still access your account and change whatever you want (working with DH support being the best method for this) until you resolve the issue, whatever it is, and then contact support to let them know you'd like to try it out again.

I will absolutely agree with you though, it seems to be a miscommunication issue as the OP has already pretty well indicated.

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06-24-2007, 03:07 PM
Post: #37
Worst hosting company I have ever worked with
Quote:In the end if customer is willing to take the time to complain outside of the normal support cycle the company should listen. There may be noise but there is also likely to be some signal which may help the company improve.
While I'm not in complete agreement with your first sentence above (given the large number of "rants" that often find their way outside the "normal support cycle"), I agree whole-heartedly with your second sentence; any signal that can be identified within the noise is of value, and I'm all for finding that signal where it exists! Smile
Quote:My recommendation would be to make sure you google whatever provider you are thinking about using. I wasn't the one responsible for choosing DH, but I sure wish they had done some investigation beforehand.
That is *always* good advice. I don't think anyone ever regretted (though they might have been frustrated by) the amount of research put into selecting a web host. Wink

--rlparker
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06-24-2007, 03:42 PM
Post: #38
Worst hosting company I have ever worked with
Quote:In the end if customer is willing to take the time to complain outside of the normal support cycle the company should listen. There may be noise but there is also likely to be some signal which may help the company improve.
That's true. Are you trying to:
1. Get better peer-to-peer support? You might do better in the General Troubleshooting forum.
2. Give feedback to DreamHost? Hmm. Actually, there doesn't really seem to be an obvious way of doing this, but http://dreamhost.com/contact.cgi seems a good start.
3. Deprive DreamHost of business (as MegaBurn suggests)? You seem like the kind of guy who has more valuable stuff to do with his time, so this can't be it.
4. Get noticed? This is my best bet - that you've posted here because you have some support issue that wasn't getting worked out and decided that the best course of action was to try to get more attention for your problem by "yelling and screaming in the lobby of the hotel". This tactic may get results but don't be surprised if your perfectly happy sleeping neighbors don't take kindly to the use of this tactic.

Again, I am happy that things seem to be working out better for you and your company.

Quote:My recommendation would be to make sure you google whatever provider you are thinking about using. I wasn't the one responsible for choosing DH, but I sure wish they had done some investigation beforehand.
A decent suggestion. Actually, one thing I have noticed is that DreamHost does not censor anything posted here - they do shut down threads that devolve into personal attacks, though. Smile Anyway, as a result, this is an easy place to dump on DreamHost and you'll find a good number of such posts here by angry customers and former customers.

As with all such anecdotal evidence, I suggest that you weigh it with the knowledge that every individual or company will have its detractors, no matter how good your service and intentions are generally.

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06-24-2007, 03:43 PM
Post: #39
Worst hosting company I have ever worked with
Quote:...I don't think anyone ever regretted (though they might have been frustrated by) the amount of research put into selecting a web host.

Yep, thats why I'm here. Another two to three days and I'll know one way or the other if DH will work for my community sites. Overall the only downside is I have to live with my current host longer...

-Burn
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06-24-2007, 03:50 PM
Post: #40
Worst hosting company I have ever worked with
Quote:There's no such thing as a "limbo server" on Dreamhost
It's possible DH no longer has specific limbo servers, but I'm guessing they do. First, there's been plenty of talk about them here in the past, and 2nd see this Wiki entry. The limbo servers were particularly *popular* while DH had a hard CPU time limit in place.

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