But everyone fawns over their support ("I got a response in 3 minutes!"), and while that sometimes happens, it often does not. I've found recently the typical response time is around 15-20 minutes. I've had other tickets (including one that was critical) go for over an hour with no response, and finally I had to call them to see what was up.
Not saying they are bad - I'm a customer, after all. Just saying their support, in my experience, is not quite as amazing as some make it out to be.
I'm on that boat too. Most recently had a ticket about their DNS servers not picking up changes. If I recall correctly the initial response was quick but every subsequent response was from a different person that would run through a script, one step of which was "disable your firewall completely," even though that had been shown to not be the issue not to mention just being a bad suggestion in the first place.
Ended up after a few back and forth replies it was escalated to the "DNS team" but they weren't around until the AM. It ended up being the next evening, after I followed up that I got any response. I ended up making a change on my side to at least get websites back online, but it was over another week before any real "answers" were given.
Of the two issues one was due to certain CNAME records not being supported/allowed by their servers (not documented anywhere) which took over a day to get a final answer on. The other issue, one of their servers connecting/disconnecting to mine (seen in my logs) but not actually doing anything was labeled as something to just be ignored. My logs still fill up with those errors.
I've been with linode a long time and do like them, but as they've gotten larger their support has increasingly gone the way of other large companies...largely useless.
Can you clarify what kind of CNAME you're referring to? The only CNAMEs that aren't "supported" are CNAMEs on the root of a zone, which are a violation of the DNS spec, as CNAMEs cannot coexist with other records, which must exist at the root of the zone.
> I've been with linode a long time and do like them, but as they've gotten larger their support has increasingly gone the way of other large companies...largely useless.
Yup, me too. Been with them since 2005 and the quality of their support has really tanked in the last 2 years. I think once a company becomes a certain size, it's very hard to provide support that's not just a bunch of drones reading from a script. It's very unfortunate.
I once had an issue with Google and GAE on a corporate account. Spent 3 hours hunting down a contact form and had no response for 7 days if that makes you feel any better.
As does Rackspace, even with their manage server services. More times than not when I go to Rackspace Chat to speak with someone, there is a bit of troubleshooting but then a ticket needs to be opened and response time is usually 4-6 hours. Not ideal at all.
But everyone fawns over their support ("I got a response in 3 minutes!"), and while that sometimes happens, it often does not. I've found recently the typical response time is around 15-20 minutes. I've had other tickets (including one that was critical) go for over an hour with no response, and finally I had to call them to see what was up.
Not saying they are bad - I'm a customer, after all. Just saying their support, in my experience, is not quite as amazing as some make it out to be.