rcwalters
01-10-2007, 09:37 PM
I've had a slew of problems over the past week. This week my site is stupendously slow. Over the weekend, it was completely down. Prior to that I had a list of issues as will be related in the below letter. The customer support has been weak at best.
I sent the below email to Matt Heaton on Friday complaining about the issues as of Friday. So far, no response from him. So much for all the talk about being customer-focused. Maybe it wasn't just a joke about the other 209,999 sites complaining directly to him also:
Matt,
I am writing you today to inform you of a very bad experience I have had the past two days. Now, normally everything runs like clockwork, and I appreciate that greatly. However, starting yesterday a whole slew of problems have occurred. I have spent literally a couple of hours on hold waiting to talk to a tech, and talking to them regarding my problems. Here is a list of what I saw:
1) All my user accounts were reduced to in priviledges to SELECT only, so all my pages that required an INSERT threw an error.
2) While investigating this, I found that in phpMyAdmin, I had priviledges there to ALL customer databases on that server. That's a security issue.
3) I could not send nor receive email. The sending problem was because my account did not have "write" permissions. I assume the receiving problem was related.
4) Even after I got the email permissions issue resolved, I still could not receive email for several more hours.
5) The above four problems currently appear to be fixed. However, a new problem has cropped up. My addon domains now simply redirect to my main site.
I am greatly disappointed in the quality of service I have received regarding these problems. The time on hold was FAR too long. The responses I received included promises of the situations being fixed "within an hour" or "in fifteen minutes." Those promises were from last night. My problems were not fixed until I spent two hours on the phone this morning with your tech support.
I have entered four different tickets for the above problems. As of now, NONE of them have been responded to. Currently, my subdomains are offline. This is unacceptable. The tech I am on hold with now does not seem to care that this has turned into a comedy of errors. I am told my server, box55, filled its disk space. I am very curious as to how/why this happened. Do you not have monitoring software to alert you when the drive is getting full? This tech fellow just laughed when I asked this and said, "Do you realize how many servers we have?"
I don't care how many servers you have. They can be monitored to prevent this sort of problem. I do not like the implication from this tech that you guys are too overwhelmed to keep the business running. I'm sure you don't either, because I don't think that is actually the case.
Well, here's hoping you didn't get 209,999 other emails like this. Normally you guys do great work, but I'm pretty deflated right now as my subdomains will be down for several hours if not a day, while the DNS updates take place.
Thanks for your time,
Chad Walters
Am I off-base to have expected a reply?
I sent the below email to Matt Heaton on Friday complaining about the issues as of Friday. So far, no response from him. So much for all the talk about being customer-focused. Maybe it wasn't just a joke about the other 209,999 sites complaining directly to him also:
Matt,
I am writing you today to inform you of a very bad experience I have had the past two days. Now, normally everything runs like clockwork, and I appreciate that greatly. However, starting yesterday a whole slew of problems have occurred. I have spent literally a couple of hours on hold waiting to talk to a tech, and talking to them regarding my problems. Here is a list of what I saw:
1) All my user accounts were reduced to in priviledges to SELECT only, so all my pages that required an INSERT threw an error.
2) While investigating this, I found that in phpMyAdmin, I had priviledges there to ALL customer databases on that server. That's a security issue.
3) I could not send nor receive email. The sending problem was because my account did not have "write" permissions. I assume the receiving problem was related.
4) Even after I got the email permissions issue resolved, I still could not receive email for several more hours.
5) The above four problems currently appear to be fixed. However, a new problem has cropped up. My addon domains now simply redirect to my main site.
I am greatly disappointed in the quality of service I have received regarding these problems. The time on hold was FAR too long. The responses I received included promises of the situations being fixed "within an hour" or "in fifteen minutes." Those promises were from last night. My problems were not fixed until I spent two hours on the phone this morning with your tech support.
I have entered four different tickets for the above problems. As of now, NONE of them have been responded to. Currently, my subdomains are offline. This is unacceptable. The tech I am on hold with now does not seem to care that this has turned into a comedy of errors. I am told my server, box55, filled its disk space. I am very curious as to how/why this happened. Do you not have monitoring software to alert you when the drive is getting full? This tech fellow just laughed when I asked this and said, "Do you realize how many servers we have?"
I don't care how many servers you have. They can be monitored to prevent this sort of problem. I do not like the implication from this tech that you guys are too overwhelmed to keep the business running. I'm sure you don't either, because I don't think that is actually the case.
Well, here's hoping you didn't get 209,999 other emails like this. Normally you guys do great work, but I'm pretty deflated right now as my subdomains will be down for several hours if not a day, while the DNS updates take place.
Thanks for your time,
Chad Walters
Am I off-base to have expected a reply?