Comments on: A New Year’s Resolution http://blog.dreamhost.com/2009/12/31/a-new-years-resolution/ Tales From the Inside! Fri, 10 Feb 2012 09:03:56 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: usbflashdrive http://blog.dreamhost.com/2009/12/31/a-new-years-resolution/comment-page-1/#comment-147897 usbflashdrive Fri, 29 Jan 2010 08:10:03 +0000 http://blog.dreamhost.com/?p=1625#comment-147897 I just join Dreamhost now and I have to say that their corporate transparency is refreshing and appreciated! Every host has downtime (I’ve been with many), the only difference is that DH will “man up” and tell us what happened and why. Cheers to another year Dreamhost! I just join Dreamhost now and I have to say that their corporate transparency is refreshing and appreciated! Every host has downtime (I’ve been with many), the only difference is that DH will “man up” and tell us what happened and why. Cheers to another year Dreamhost!

]]> By: Rainbow Skill http://blog.dreamhost.com/2009/12/31/a-new-years-resolution/comment-page-1/#comment-147720 Rainbow Skill Sun, 17 Jan 2010 07:43:10 +0000 http://blog.dreamhost.com/?p=1625#comment-147720 Great! Thanks for the post. Great! Thanks for the post.

]]> By: The Digital Productivity Blog http://blog.dreamhost.com/2009/12/31/a-new-years-resolution/comment-page-1/#comment-147695 The Digital Productivity Blog Wed, 13 Jan 2010 21:12:39 +0000 http://blog.dreamhost.com/?p=1625#comment-147695 I don't get it. You moved away from NFS because network file storage was causing you problems. Then you go with the homegrown ceph distributed filesystem? Six of one, half a dozen of the other? I don’t get it.

You moved away from NFS because network file storage was causing you problems.

Then you go with the homegrown ceph distributed filesystem?

Six of one, half a dozen of the other?

]]> By: itransition http://blog.dreamhost.com/2009/12/31/a-new-years-resolution/comment-page-1/#comment-147685 itransition Tue, 12 Jan 2010 09:53:26 +0000 http://blog.dreamhost.com/?p=1625#comment-147685 I look forward to PHP 5.3 (2) I look forward to PHP 5.3 (2)

]]> By: for3v3rforgott3n http://blog.dreamhost.com/2009/12/31/a-new-years-resolution/comment-page-1/#comment-147672 for3v3rforgott3n Sun, 10 Jan 2010 09:18:26 +0000 http://blog.dreamhost.com/?p=1625#comment-147672 Reliability and performance no doubt deserves a lot more effort. The lack of help customer service has been providing is truly depressing. Lately, our team presented a problem for the Dreamhost support staff to fix as a "benchmark" to how efficiently and quickly it could be resolved. The results shocked us completely. Requesting admin access to a Wordpress website is not too surprising, but after 8 support tickets (and mind you these were detailed and extensive tickets), all the support staff could reply with was somewhere along the lines of "There's a problem in this general area of your scripts (which was already pointed out in the ticket, but the request was help on how to fix it.), fix it." Yes this was frustrating but having done this type of "benchmarking" a few times before, we were not completely blown away. What caught us off guard was that during the 9th ticket, the support staff went into the admin login we provided, once again confirmed what we already pointed out, and deleted around 70% of a very lengthy tutorial (well over 3000 words) that our team had written. This was the last straw, not only did he not provide a fix for the problem, he deleted something (although possibly for testing purposes, he HAD NOT backed it up in any way). Now we are just waiting for our plan with Dreamhost to end, and once again, a customer having their dreams shattered packing up and leaving. Reliability and performance no doubt deserves a lot more effort. The lack of help customer service has been providing is truly depressing.

Lately, our team presented a problem for the Dreamhost support staff to fix as a “benchmark” to how efficiently and quickly it could be resolved. The results shocked us completely. Requesting admin access to a WordPress website is not too surprising, but after 8 support tickets (and mind you these were detailed and extensive tickets), all the support staff could reply with was somewhere along the lines of “There’s a problem in this general area of your scripts (which was already pointed out in the ticket, but the request was help on how to fix it.), fix it.” Yes this was frustrating but having done this type of “benchmarking” a few times before, we were not completely blown away.

What caught us off guard was that during the 9th ticket, the support staff went into the admin login we provided, once again confirmed what we already pointed out, and deleted around 70% of a very lengthy tutorial (well over 3000 words) that our team had written. This was the last straw, not only did he not provide a fix for the problem, he deleted something (although possibly for testing purposes, he HAD NOT backed it up in any way).

Now we are just waiting for our plan with Dreamhost to end, and once again, a customer having their dreams shattered packing up and leaving.

]]> By: James http://blog.dreamhost.com/2009/12/31/a-new-years-resolution/comment-page-1/#comment-147629 James Tue, 05 Jan 2010 09:30:47 +0000 http://blog.dreamhost.com/?p=1625#comment-147629 Hi DH, I've been with you since ummm... (checking blog)... May '09. I heartily concur with the sentiments in this post. You guys have a massively flexible setup (upside) and the uptime & reliability issues (downside) have made reading the dreamhost status page a risk unless you have fire resistant retina's. I look forward to nothing exciting happening :) I mean to say the resultant benefits of your more rigorous test regime and network management improvements. PS. I personally love the DH status page telling me about inodes... Hi DH,

I’ve been with you since ummm… (checking blog)… May ’09. I heartily concur with the sentiments in this post. You guys have a massively flexible setup (upside) and the uptime & reliability issues (downside) have made reading the dreamhost status page a risk unless you have fire resistant retina’s.

I look forward to nothing exciting happening :) I mean to say the resultant benefits of your more rigorous test regime and network management improvements.

PS. I personally love the DH status page telling me about inodes…

]]> By: Dallas Kashuba http://blog.dreamhost.com/2009/12/31/a-new-years-resolution/comment-page-1/#comment-147619 Dallas Kashuba Mon, 04 Jan 2010 19:23:14 +0000 http://blog.dreamhost.com/?p=1625#comment-147619 @sdayman That's good insight about our support ticket system. We currently rely on our support techs to communicate information back to the customer but that sort of system can result in a pretty unpredictable experience. I'll see what we can do about this. @sdayman That’s good insight about our support ticket system. We currently rely on our support techs to communicate information back to the customer but that sort of system can result in a pretty unpredictable experience. I’ll see what we can do about this.

]]> By: coreyg http://blog.dreamhost.com/2009/12/31/a-new-years-resolution/comment-page-1/#comment-147613 coreyg Mon, 04 Jan 2010 07:08:52 +0000 http://blog.dreamhost.com/?p=1625#comment-147613 I've been with DH for a couple of years now and have always been impressed with their outstanding customer support and overall service. Looking forward to the improvements in 2010. I’ve been with DH for a couple of years now and have always been impressed with their outstanding customer support and overall service. Looking forward to the improvements in 2010.

]]> By: sdayman http://blog.dreamhost.com/2009/12/31/a-new-years-resolution/comment-page-1/#comment-147604 sdayman Sun, 03 Jan 2010 16:51:38 +0000 http://blog.dreamhost.com/?p=1625#comment-147604 Sounds like the Snow Leopard approach. Less bells and whistles – better performance. Chris noted DH transparency. It would be nice if this extended to your Ticket system. Once a ticket is submitted, we rarely hear a peep until it's been resolved. It would be nice if there was a Status assigned to the ticket, such as In Queue, Assigned, In Progress, On Hold, Resolved, Unresolved, Closed. This would quiet down many of the complaints when there's a problem. Sounds like the Snow Leopard approach. Less bells and whistles – better performance.

Chris noted DH transparency. It would be nice if this extended to your Ticket system. Once a ticket is submitted, we rarely hear a peep until it’s been resolved. It would be nice if there was a Status assigned to the ticket, such as In Queue, Assigned, In Progress, On Hold, Resolved, Unresolved, Closed. This would quiet down many of the complaints when there’s a problem.

]]> By: Fred http://blog.dreamhost.com/2009/12/31/a-new-years-resolution/comment-page-1/#comment-147596 Fred Sat, 02 Jan 2010 13:46:54 +0000 http://blog.dreamhost.com/?p=1625#comment-147596 When DH to service a cheap cloud computing? When DH to service a cheap cloud computing?

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