I hate to criticize TextDrive since we hardly know each other, but given that I’m giving them money to host my content, I feel like I can speak freely. The server that I’m assigned to has issues. From what I’ve read in the past, TextDrive’s servers were built from spare parts by the notoriously incompetent theplanet.com. Sometimes the servers crash due to hardware issues.
Anyway, these things happen, especially when you’re in the startup phase, so I’m not particularly irritated. What does irritate me is responses like this from the people responsible for fixing the problem. Obviously feeling a bit defensive about the downtime being characterized as a “long-term outage,” a staffer responds:
Long-term outages? Ask anyone that was hosted at cee-kay what long-term outages are. They went down and disappeared. Gone. Done. No “here’s your backup, sorry about this” – they just turned eveything off one day.
In my opinion, this is poor customer service. Yes it sucks to have customers breathing down your neck, but trying to deflect the criticism by pointing out how bad things could be just isn’t professional. My first reaction upon reading that was to remind myself to back everything up regularly in case I get the same treatment from TextDrive. I doubt that’s what he intended.