DreamHost Support...what in the Hell!!!

I have not had any troubles out of DreamHost till I needed some MX record changes on a crucial schedule which turned out to be a fiasko! First the guy did not follow the original request fully then I submitted another change request which has gone unanswered for a freeking day now!!!! We are in the middle of a new mail server deployment and the MX record crap ain't straight! If I loose my customer over this because of lack of support I will be moving all my domains as well as 20 others whom I manage to another hosting service who has an intelligable enough staff that can support the simple needs of me and my customers. How damn hard is it to make simple changes?

Does anyone else have the same troubles?

Todd

In reply to:
I needed some MX record changes on a crucial schedule

Almost everything web-related takes time. It is not wise to put yourself in a time-sensitive position when you are talking about changing MX records, etc.

In reply to:
then I submitted another change request which has gone unanswered for a freeking day now!

It's Sunday today. Anything that is not an emergency is likely to take a bit of time.

In reply to:
We are in the middle of a new mail server deployment

Again, it might be wise to do that sort of thing on a weekday.

In reply to:
If I loose my customer over this because of lack of support I will be moving all my domains as well as 20 others whom I manage to another hosting service who has an intelligable enough staff that can support the simple needs of me and my customers.

Perhaps a bit of forward-planning would have been helpful, instead of trying to rush it through over a weekend. I suggest scheduling these things for a weekday, giving DreamHost plenty of notice. Make sure they understand what you want from them well in advance.

It was not Sunday when I requested the changes!! It was Friday then Saturday then Sunday!!! Progressively.........If they had responded when I sent the second notification I would not have been pissed off as I am now! It only became time sensative position after they ignored my support requests!!!!!

Dreamhost has plenty of customers.....some of which I have sent them.....maybe they need to hire some more people for the weekend or better yet give DNS managment access to CDI packages. Then they would not have to be bothered by something as simple (yet crucial to the customer who is deploying thier new mail server) as MX & A record changes and additions like most hosting companies.........then if it doesn't get done it would be my fault!!!!!!!

Regards,

TW

In reply to:
It was not Sunday when I requested the changes!! It was Friday then Saturday then Sunday!

Like I said, with something as serious and important as a new mail server, it would've been wise to notify the support team well in advance so that they would be ready to implement the changes you requested. Telling them about it on a Friday and expecting them to do it immediately doesn't seem reasonable to me.

In reply to:
give DNS managment access to CDI packages.

Giving DNS management access to users of the cheapest plan doesn't seem like a good idea to me. Serious web professionals (like those who might be deploying a new mail server) would more likely use one of the Strictly Business, or at the very least Code Monster, packages. Esoteric stuff, like what you are trying to achieve, is not really suitable for bargain basement hosting plans.

I have no problem out of my other hosting companies when I give them 24hrs notice! It is a simple thing to do........to give them a week is stupid! I did not want the mail interupted........it needed to happen by Saturday afternoon so the people working on Sunday would not experience an outage like they did.

This specific group of customers that I have on dreamhost do not require anything above the base package...........I have hosting alll around and most all of them allow DNS changes at the base level. I am just saying that it would be easier on them as well as me..........then the fault would have been mine not thiers!

TW

In reply to:
Like I said, with something as serious and important as a new mail server, it would've been wise to notify the support team well in advance so that they would be ready to implement the changes you requested. Telling them about it on a Friday and expecting them to do it immediately doesn't seem reasonable to me.

Editing MX records isn't exactly rocket science. If the client gives accurate information the whole thing should be over in five minutes.

That said, you have a good point in that changes to domains aren't particularily time-sensitive, and that planning for the changes to take a week is a Good Idea. Doubly so because the Internet at large can be rather sluggish in getting the message about your changes.

Of course, you can take control of your DNS zones by using third-party name servers. Zoneedit comes to mind as an example. We used to use them until we moved to Dreamhost, and they worked well enough.

DreamHost Support...what in the Hell!!!