Media Temple Customers

A blog by (mt) for (mt) customers

Posts Tagged ‘customer support

System Status Ambiguity

with 10 comments

I keep getting comments on this site and Twitter messages about sites being completely down or in various states of disarray. Some customers complain that Media Temple has not called them on the phone or explained anything.  Sites being down this long is insane and the status page does not really clarify things:

recoverystatus

Media Temple should definitely communicate better with these users. All that is gained from the Status Incident Page is that sites are being moved at a very slow pace. Media Temple should answer these questions to the customers who are still experiencing problems:

What does this mean? 

Why were some sites back online yesterday and others still offline right now?

Why is it taking so long?

What is this thing about the Fiji Agent? Can I perform migration on my own to speed things up?

Was the multiple phone calls I got due to my loud complaints on this blog and Twitter? I don’t know. For me 8 hours of downtime, 20 hrs of Account Center lockout and intermittent email/ftp errors which translated into 1yr of free hosting seemed fair… It’s like beta testing their new architecture… as a web developer free hosting to play with is something I would always agree to even if it’s unstable (which I hope the new Cluster will be)

My personal sites and projects I plan keep on this Media Temple (gs) account. Why would I trust them at this stage? Primarily because an account I have on the newer Gen 2  architecture on Cluster 4 hasn’t experienced any serious downtime and I’m led to believe my migrated Cluster 2 sites will be fine from now on out.

My clients who squawked the loudest I will be moving to a different ISP. I have a responsibility to them and if they would feel safer that way, I will oblige.

For people whose sites are still down and losing Alexa rankings, traffic, ad revenue, and clients- that really sucks. I don’t know what can be done for them. This is my attempt to help, as a small web developer  I understand your frustration. Please leave suggestions here, perhaps your voices will be more unified than on Twitter. Media Temple does seem read all the comments and posts on this blog very quickly.

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Written by bnvk

May 6, 2009 at 10:05 pm

Defending your brand in the age of social media. What we can learn from the Mediatemple outage.

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mtfail

In the world we live in your brand, company, and product are under such scrutiny in so many ways that most companies can’t even begin to fathom the repercussions of their actions.

Over the weekend Media Temple who hosts my blog(The Retrospective) went down unexpectedly (or so I was lead to believe). Now when this occurred, I wasn’t notified for almost 4 hours! Eventually, some generic email was sent out barely eluding to the shear scale of the issue. A quick call to tech support (they are so lucky humans run this or it would of been even MORE disastrous) told me I would be up in about 30 minutes.

30 plus hours later–our blog is STILL down! I’m losing traffic and money like it’s going out of style (We’re in a recession people, websites can’t be going down like this). Almost as instant as our blog went down every facet of social media began banding together to exude every frustration they had bottled up. People as far as Australia were contacting me on Twitter to tell me of their woes. Companies can no longer hide the way they used to when things go sour. Back in the day you could quietly make mistakes (this is a huge FAIL) and no one would be the wiser. Look at Pepsi, they just reverted back to their old Tropicana design after hundreds of blogs, tweets, and comments unanimously exiled the new design.

Like our new president, companies need to be transparent and allow almost full disclosure when they make mistakes or are in the wrong. At the end of the day you have to remember everything is amazing and nobody’s happy, especially not me.

Written by Gitamba Saila-Ngita

March 2, 2009 at 2:57 am