NEVER host with Media Temple
Look, the servers are good, the network is good, the pricing is good, its just the support - there isn’t any.
I HAD 4 GridService accounts with them, now I have 1 with them, my average wait time for tech support is about 2 DAYS.
Well I have 2 GS with them still, about to cancel 1 more now since there’s a ticket open right now that’s over 1 DAY old with NO response at all. Typical shit from them.
So yeah, that’s in progress of being canceled. I recommend slicehost.com, engineyard.com and theplanet.com.
So yeah, mediatemple, feel free to go fuck yourself because your lack of a support department has cost me over $2k (client is pissed at me since they can’t respond). Clients eh? Gotta hate them, but can’t always blame them.
Oh also, I just bought a Windows VPS from a company in Australia, there was an issue, I was able to get on to their live support, and talking to a real person - in Australia in about 20 seconds. Problem solved.
April 11th, 2008 at 10:43 pm
Todd,
Greetings. Myself or our head of support wants to get more feedback about your experiences. I know our support has been occasionally slow (high sales, incidents causing high load, etc) but it shouldn’t be a constant. We’re hiring qualified techs as fast as we can and I’ve seen support response times low.
I don’t want to make excuses because it’s our burden and not yours to suffer through. I hope to hear from you so we can get feedback and make this right.
Cheers
April 11th, 2008 at 11:53 pm
Todd,
I am very sorry to hear about your experiences with our support department. I currently do not see any open support requests for your account. Can you please provide me with the open support request numbers at your earliest convenience so that I can investigate the status of them?
I am also available at 310-841-5535 (direct Line) and will be more than happy to help you out with anything that I can.
Looking forward to hearing from you soon.
Cheers!
April 12th, 2008 at 9:12 am
wish the support responses were this fast.
the accounts in the clients name, i’ll login and see if htere’s a response yet. there wasnt yesterday
i added the ticket on thursday, today is saturday.
April 12th, 2008 at 9:18 am
urgh, cant login to the account now for some reason. will have to check if the client or one of my staff have done something to it.
April 12th, 2008 at 1:25 pm
Please feel free to email me directly or comment with your ticket numbers. I will personally make sure that your issues are addressed promptly.
April 12th, 2008 at 3:28 pm
OK just got into my clients account… ticket is still open… i posted the ticket on THURSDAY, today is SATURDAY. so 2-3 days my time.
I’m going to reply to the ticket - since no one else has, to try and get a response on behalf of my customer.
Your time - the ticket was opened on the 2008/04/09, and my reply to the ticket was 2008/04/12, so were on day 3.
Andrew, i appreciate your concern, but why now and why me? why not my customer who’s ticket is 2+ days old?
Shouldn’t you guys be going through old tickets and escalating them?
Get what I’m saying? the concern is great, but I’m sure my customer would have loved a reply 2 days ago regardless of me posting abuse about the (mt) hosting service.
What about my other customers who have accounts with (mt), or anyone for that matter who doesn’t have a blog or a way of voicing themselves when they are annoyed?
As much as i appreciate what your both trying to do here, A - fix the issue, B save face for (mt), it’s not really fixing the problem.
I manage other accounts with (mt) that are my clients, and I’m willing to throw down cash to bet that if i submit a ticket it’ll be over a day before i get a reply.
End of the day, regardless of myself voicing my opinion on your service, your not helping my clients, or other people i assume either.
I honestly wouldn’t have posted this if this was the 1st or 2nd time. but it’s a regular thing, what sent me over the edge was that there was an issue that was related to (mt), which has stopped a client project going forward, which is due for launch in only days now - and it’s not way behind.
What’s more is, I told my client that we should have a response in 24hrs (most hosting support I get a reply in under 1 hour, so by telling my client 24hrs it gave me a large buffer), but now it’s the 3rd day and still nothing.
I’m going to post the dialog I’ve had with my client - we discuss project matters via 37signals grouphub.
Subject: might need to move servers
From: Todd -
Date: Wed, 9 Apr 2008 at 10:24pm
Category: General
sorry but there’s a problem with media temple and the way it handles magento.
because of the way media temple works (cloud computing – large grid) it’s different to most hosts, but, it does have issues with the way some applications work, and magento – even though supported by (mt), is one of those applications by the looks of it.
(mt) supports magento with their 1-click install - which is why we chose them for you
http://weblog.mediatemple.net/weblog/2007/11/01/new-magento-install-guides-for-gs-and-dv/
http://www.magentocommerce.com/boards/viewthread/5104/P15/
so yeah, there’s no news about a fix and people are jumping ship from mt and mosso. i think were going to have to do the same here. (mt) is one of the most advanced hosts around with one of the best datacentres, but it seems magento is a little over complicated for the hosting for some reason.
a suggestion for the new host is these guys http://www.crucialwebhost.com/ they are the only magento hosting partner in the US.
Chan M Wed, 9 Apr at 11:40pm via email
Yeah, but I just paid 1 year of hosting? So, what to do with this now? Best regards
Todd - Thu, 10 Apr at 1:51am
you paid for 1 year?! why did you do that?!!!
I’ll contact MT and see if they are working on a fix and an ETA.
Chan M Thu, 10 Apr at 2:41am via email
Hi
Yeah, it was cheaper on a monthly basis.
Chan M Thu, 10 Apr at 3:30am via email
Or maybe we can cancel it?
Best regards
Todd - Thu, 10 Apr at 10:37pm
they have not yet responded, it’s not yet been 24hrs, only about 14. will see how we go later today. in the meantime we’ll keep working on things.
Todd - Fri, 11 Apr at 11:52am
still no response, we’re looking at ways to fix the issue, trying to talk to people who are in the same boat, in the meantime I’m having one of our guys provision the site with a different host as a backup - incase (mt) doesn’t have a fix.
Todd - Sat, 12 Apr at 3:21am | Edit (for another 15 minutes)
ok, there’s still no reply, i’ve replied to the ticket and asked for a response. if there’s no response i’ll work on getting a full refund for you, otherwise i’ll pay for your loss.
April 12th, 2008 at 3:59 pm
i’m not the only one…..
http://cavemonkey50.com/2007/01/reader-decision-drop-media-temple/
And I am so tired of seeing Media Temple employees trying to save face on all these blogs. do you know that between blowing customers off and playing warcraft (they call this “tech support” fyi) they are actually told to go to message boards and blogs and do damage control.
http://www.futurosity.com/why-media-temple-sucks-save-money-on-web-hosting-dreamhost
“AN Hosting took only 22 minutes to respond, better than their usual response time of an hour or two. Media Temple took 26 hours and 21 minutes to respond to the same issue. This isn’t an exception. Media Temple usually took anywhere from several hours to more than a day to respond to support requests.”
http://badboyben.com/?p=63.
When sending in support requests through their website, I’ve often had to wait days and had to resort to sending in repeated requests before anyone would fucking reply, and then even the reply was of no help whatsoever.
http://www.dannychoo.com/adp/eng/108/Mediatemple+sucks.html
2. The 24 hour support that mediatemple offer is about as helpful as a slap in the face with a smelly wet dogs unwiped bottom. I called up one day and somebody’s granny picked up the phone - at first I thought I got the wrong number but after she said in a croaky voice “mediatemple” I thought “oh crap.”
She did not know what an “IP” was let alone what a “server” was. That was a while ago so I am sure that they now pay part time grandads as well as grannies to do their customer service.
http://9rules.com/technology/notes/2197/
This is not a try to start a controversy but I was impressed with Media temple.net and I contacted them with few questions before few weeks ago.
They never responded.. I am puzzled if the company is very big in the market.. lots designers and big companies using it than why such poor support?
http://9rules.com/web++/notes/2806/
I have filled in a support issue about it but the response to that seems to be slow as well.
It looks like we’ll be asking for a refund and moving elsewhere.
http://www.clazh.com/moved-to-bluehost-media-temple-grid-server-overrated/
The support later turned out to be very slow and poor MT doesn’t have a 24X7 support since I am an international customer they took more than 24 hours to reply to any of my questions.
April 12th, 2008 at 6:58 pm
there’s STILL no reply on the ticket
April 12th, 2008 at 7:01 pm
i also love how support tickets are either normal or low priority… that’s the 2 options for a ticket. i guess that’s how the tickets are treated? low priority? almost 4 days now. i’m not going to tell (mt) what the ticket number is, i am however going to keep updating the ticket trying to get a response until i do. just like any other client without a blog would do.
April 13th, 2008 at 9:15 am
Todd,
First, I would like to sincerely apologize to you, your client and all of our valued clients for the abnormal response times we have had recently. Our support department is currently trying to catch up with our growth and we are in the midst of hiring a lot more staff to bring the response times back to normal levels.
To address the issue at hand and after reading the Magento Forum thread that you have linked in your response, it seems the resolution is actually right there in the forums on the last post from the Magento staff member. He links:
http://www.magentocommerce.com/boards/viewthread/6067/
Please let us know if that worked for you.
We should have response times back to normal within the coming weeks and we will make every effort to make that happen sooner than later.
April 13th, 2008 at 9:54 am
yeah it is now (ticket is now 4 days old)
forum post:
Posted: 1 day ago
thanks for letting me know that it’s been addressed.
April 15th, 2008 at 6:57 pm
Jesus Christ. So let me get this straight. You’re whining because Media Temple hasn’t been johnny-on-the-spot regarding a ticket asking them to - what - when you boil it all down - upgrade their fucking hosting environment. Wow.
Who the uses tickets anymore? Every single time I’ve called MT support I’ve been talking with someone who actually knows as much as I do about what’s going on, which is a rarity these days, and I’ve never had to wait more than 3 or 4 minutes, ever. And they speak English.
Go drop $50 on a DPV and get over yourself.
April 15th, 2008 at 7:02 pm
no not asking them to upgrade their enviro, i think their enviro is great - thats the whole point why i’m there.
i post a ticket and expect a 24hr response at max, not 4 days. who said anything about johnny on the spot. all of the hosts i’m with respond in a couple of hours, 24 is ok but 4 days is shit. worst in the industry if you ask me, and i’m not the only one complaining.
why the fuck should i call - at INTERNATIONAL rates - dont forget that not everyone is an american, i know you yanks like to think the world revolves around you and no one outside matters, but last time i called there was a 30 min wait time - feel free to pay my phone bill if you want.
i have dedicated virtuals, 7 of them, and 2 dedicated, i use gs for a purpose - and it was a client gs, they have no need for a dv.
April 15th, 2008 at 7:06 pm
But the world does revolve around us. Sorry.
April 15th, 2008 at 10:30 pm
Here are our international numbers for customers overseas:
(mt) International:
Sydney, Australia +61-282825715
Sao Paulo, Brazil +55-1130135428
Tokyo, Japan +81-345801703
Mexico City, Mexico +52-5527890309
Barcelona, Spain +34-931845531
Johannesburg, S. Africa +27-114613288
London, UK +44-2081149523
All other countries: +1-3108415500
http://www.mediatemple.net/company/contact_us/
If you have a location that isn’t listed, please let us know and we will be more than happy to see if we can obtain a number in that area.
And if you want us to call you, just let us know and we will be more than happy to give you a call so that the support call is on our dime.
April 16th, 2008 at 8:58 am
Yeah i’m in thailand… calling is fine, but last time i called it was a 20+ min wait time, before i could talk to someone to then put that call on your dime.
regardless, i dont like to call support, i prefer tickets and emails - internet communication methods.