Question

Are you training your customer support to be like this?

Today many users complained that can’t connect to one of services I host on DigitalOcean. I logged in to check out what’s going on and I arrived at a page saying my account has been locked by admin. The only option there was “View a support ticket”.

After reading the ticked the main point of it was “We’ve deemed the activities on the account are in violation of the user agreement, and your account has been locked and disabled as a result. In ten days, your account will be terminated and your data will be permanently deleted. If you feel it is an error, please reply to this email.

I was frustrated but I though okay, we’ll clear this up and I can get everything up and running or at least get my data out, I have valuable data on my droplets. So I answered:

"*I am sorry to hear that. Can I know what am I in violation of? Would be nice if I was informed before you locked my account.

I would like for you to enable my account for a short period so I can get my data out of my droplets.*"

and the response? This, this was the response:

"*In order to maintain the integrity of our security systems, we cannot disclose which factors were identified.  We wish you luck with future endeavors.

Kind Regards,

Umer Hamid*"

Are you kidding me? Please tell me you are. I work in the support industry. I had training for months. This is a below any standard, far below.

And after that, I wrote this in desperation:

"*Is there really no option for me to got my data out? How can you do this?! How can you just delete the data of a paying customer?!

I am shocked by this. Please, I have a really important project on that server!*"

No response. Opened another ticket, no response.

Just want to get this out there, backup your stuff. I’ll stick to other providers of the service for now. DigitalOcean is definitely awesome in most ways, my company uses it and that’s where I learned about it. But this is just incompetence on the highest level.


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