Terrible Customer Support

August 22, 2016 414 views
WordPress Ubuntu

Be thankful to god that no problem should ever arise in your journey with DO. Because when there is an issue, DO as bad as any other hosting in the market.

5 Answers
ryanpq MOD August 22, 2016
Accepted Answer

We are more than willing to help you with whatever issue you may be encountering but you won't get much accomplished on this community forum without providing any details of the issue. If you had a poor experience with our customer support team please share the ticket number so we can bring it to the attention of the Support management team for review.

Hi, the issue was related to network connectivity with DO data center. I appreciate the fact that DO has the most robust setup. Thus, the possibility of having any issue is almost none. However, whenever there is an issue, responses have not been very satisfactory for me. First response and follow-up responses are very slow.

  • I'm sorry to hear that. I've touched base with our support team and while our privacy policy prohibits me from sharing any account specific details here I can say that:

    1.) our team is aware of connectivity issues between DO and one specific ISP that web believe is in your region.

    2.) Our team will request MTR/Ping results in these cases so we can provide data to the ISP or otherwise investigate further.

    3.) The ticket I was able to identify appears to be awaiting a response from you.

    In cases like these we reach out to our providers and when feasible we reach out to the affected ISP. Having real test results from users having the problem is vital since we cannot see things outside our network with the clarity that a user at that end can so your response is an important aspect and helping to get this resolved.

The issue appears to be resolved.

Today the same problem occured again. From last three hours I am waiting for a replay. I have replied twice.

I cannot believe this is the quality of DO support.

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