An email I was happy to send….

Due to down time that my users were subjected to – by a decision one of your staffers made in shutting down access to our database – I have migrated the sites and domains I maintain that were hosted and managed at New Dream Network and Dreamhost to a more robust and secure solution.

Previously, when your staffers worked with me to diagnose and solve a high CPU situation, they showed patience and willingness to find a solution to pass on your other customers. Dreamhost impressed me then. I was very much ready to sing its praises.

That patience and customer care was entirely missing in this episode.

Without warning there was the decision your staffer made to shut us down. He sent an email to me upon doing so. And then for the next 24 hours there was no reply to any emails I sent to you for details.

Adding serious insult to injury was the removal of all access to my database, not permitting me to diagnose the problem, or migrate to a new host with up to-date data. One of your staffers told me it was my responsibility to have a back up. Well duh.

I had come to expect better from Dreamhost.

I hope you can rectify the problems you are experiencing with your customer care. I hear more and more from others similarly dissatisfied.

Please cancel my account immediately.

– Karl