Question

Support quality is declining. Please don't ruin things...

Posted May 25, 2021 120 views
DigitalOcean

I’ve been a DO customer for many years and have many servers with you.

The reason I have stayed a customer is because of your excellent support.

But it seems something has happened recently (outsourced the support to a third party?) where instead of having excellent support (I always thought DO support was excellent) you’re now going down the route of copying and pasting answers.

Please don’t do this. Your support was the only reason to use you instead of AWS. If you continue on the path of poor support, there will be no reason to use DO anymore.

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2 answers

Hi @stiofanoriain,

I am a Team Lead within the support staff at DO. I wanted to thank you for taking the time to report this to us. It’s actions like this that help us realize our shortcomings and correct accordingly. We, of course, want all of our customers to feel appreciated and well-supported throughout whatever projects they have running on DO whether that’s learning a new technology or running production workloads.

I appreciate your feedback and can understand your frustration with a poor support experience. We in support do have some responses to frequently asked questions. However, such responses should not be the entirety of the response as it can seem robotic and insincere. I apologize if you did not receive the personal touch that you deserve as a DO customer.

If you would like to share the support ticket number with me, I can look into further into your case. Regardless, I will be bringing this up at my next support team meeting to review with the team, what a quality response looks like.

Let me know if you have any further concerns and I would be happy to address them.

Swimmingly,

John Kwiatkoski

Hi John

Thanks for your message.

I tried using your support again and it is completely useless.

What’s happening is they scan through the e-mail, see a keyword, and then copy and paste a random answer. Is this because they are under pressure to answer questions as quick as possible? Note I don’t need personalised answers, I just want them to read my e-mail and respond with relevant information.

Please look as case ID ref:00Df218t5m.5004P1XM8E2:ref for my latest interaction with your support. Not only were they not reading my questions and information but they were replying with either random information or incorrect information.

It’s so bad I ended up solving it myself. Here’s the problem:

  • Droplet has a root account (+SSH key for root) and the root password is set to not expire.
  • Create a snapshot of this droplet.
  • Problem: the root account in the snapshot is changed so the password expires immediately. This means any scripts which have to SSH in as root (using the key) will fail as the root user is not allowed do anything on the new droplet until he changes his password.

Your support not only could not understand this simple issue but wasted my time with random answers.

Here’s the answer I figured out on my own:

  • Create a sudo account on the droplet and edit visudo so whatever programs the account needs to access won’t require a password. Also add the SSH key for this account.
  • Create a snapshot of this droplet.
  • Edit your scripts so instead of using the root account SSH key they use the new account (with visudo privileges) SSH key. This means no passwords will be required for log in or running tasks which require sudo privileges.

Your support used to be brilliant. What happened?!