Terrible customer support

April 29, 2017 303 views
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I am very surprised by the terrible customer support from digital ocean. I enabled 2 step authentication process using google authenticator. After my authenticator app wiped off, there is no way to login to DO. Support is not responding to my ticket 1503180. There is no contact number of support to talk.

I had to create this new account just to post this message. I have left all hopes from DO and will have to started taking backup of my data and switch to another reliable provider like Amazon.

2 Answers

@asheesharora1

When two-factor authentication is first setup, you're prompted to setup backup codes which are to be used in the event you're unable to authenticate with your application.

Many provides, including Amazon, use a similar form as well as similar backup methods that allow you to get back in. It is end-user responsibility to maintain those codes and keep them safe for if or when you're locked out due to application error, wipe, or otherwise.

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In regards to support itself, DigitalOcean is completely un-managed unless you're a business client, which means ticket-based support is the only option available. The exception to this is if you are a business client (spending more than $500/mo) -- in such a case, you'd need to have your account status changed -- which would open up additional means of support.

https://www.digitalocean.com/business/

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When it comes to ticket-based support, it's provided best effort from what I recall. They will help, but when it's user-error or not related to network, data center, hardware, or platform, support is limited.

This isn't just specific to DigitalOcean, any provider that provides un-managed service works in a very similar way. This includes Amazon, Google Cloud (GCP), Linode, Vultr, and various others.

The last statement is not true. I have a basic account on Linode and they answer my tickets very fast. But so did DO also, up til now. I don't know what is up but they just suddenly went completely dead. No response in days. What is the use of "un-managed" when you can't even access your droplet?? DO has got to fix this or their reputation is just sliding down the into the valley of no clients.

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