501–510 of 620 posts
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Will the customer be compensated for business losses?
Are you dreaming?
As DigitalOcean's CTO, I'm very sorry for this situation and how it was handled. The account is now fully restored and we are doing an investigation of the incident. We are planning to post a public postmortem to provide full transparency for our customers and the community. This situation occurred due to false positives triggered by our internal fraud and abuse systems. While these situations are rare, they do happe…
Will the customer be compensated for business losses?
As DigitalOcean's CTO, I'm very sorry for this situation and how it was handled. The account is now fully restored and we are doing an investigation of the incident. We are planning to post a public postmortem to provide full transparency for our customers and the community. This situation occurred due to false positives triggered by our internal fraud and abuse systems. While these situations are rare, they do happe…
Should we be concern about our 40+ droplets with DO now? We built our business on DO, we really can go bankrupt as well as our 30+ clients if anything like this happens to us. Please change your support system ASAP otherwise we will be switching to another platform. We are expecting a very serious response from you.
Ideally you should be cloud-agnostic, but that's quite hard to achieve.
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I have interviewed with DO and they tried diverting me towards a support position. They told me that on a single day a support engineer was supposed to help/advice customers on pretty much whatever the customer was having issue with and also handle something between 80-120 tickets per day. It's nice to see that DO is willing to help on pretty much anything they (read: their team) has knowledge about, but with 80-120…
I once worked for eBay a long time ago, and support consisted of 4 concurrent chats, offering pre-programmed macros often pointing to terribly written documentation the person had already read and was confused about. If you took the time to actually assist somebody you were chastised in a weekly review where they went over your chat support. The person doing mine told me I had the highest satisfaction record in the e…
Almost invariably the high ticket rates are also driven by bad product elsewhere. Money is being spent on customer "services" sending out useless cut-and-paste answers to tickets to make up for money not spent on UX and software engineering that would prevent many of those tickets being raised. Over time that's the same money, but now the customer is also unhappy. Go ask your marketing people what customer acquisition costs. That's what you're throwing away every time you make a customer angry enough to quit. Ouch.
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I've been on Linode for 8+ years now (moved there from Slicehost when Rackspace swallowed them up) and their service (not necessarily customer support) has significantly degraded. Not sure I blame them though. They've become far more popular since I started with them and are probably doing their best to grow... but I no longer recommend them as I used to. Just my experience though.
That's how I feel about Scaleway. Scaling customer service is no easy task especially technical companies that require agents to have some understanding of the product.
PS: Warheads have THREE copies of navigation systems
This is probably going to get buried in the replies, but I had a similar experience with DigitalOcean about a year ago with my account getting permanently locked with very little explanation and no way of getting it back. It's still locked to this day. I was just a student using my Github student package credit, but I was pretty appalled by the service from DO and vowed never to buy from them. Unfortunately, my ticke…
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You've got an additional problem though, which is that this tells us you have two support channels: one that doesn't work (i.e. yours, the one you built), and one that does (Twitter-shaming). The first channel represents how you act when no one's watching; the second, how you act when they are. Most people prefer to deal with people for whom those two are the same.
As a DO user who was planning on ramping up usage in the coming weeks and months, this is what scares me and what is making me seriously reconsider.
Some people on HN hate Linode because of their past security screwups (which is valid), but having used both DO and Linode quite a lot, the support on Linode is way, way, way better than DO's. DO's tier 1 support is almost useless. I set up a new account with them recently for a droplet that needed to be well separated from the rest of my infrastructure, and ran into a confusing error message that was preventing it f…