How strictly is mediatemple moderating comments on their blog?
January 8th, 2007
While attempting to log into my (dv) server that I have hosted with mediatemple, I was met with some trouble. This trouble I was having is what leads me to question how the moderation of the (mt) blog and it’s comments are being handled.
First of all, the problem I was having has to do with being able to log into my server admin—something seems to be amiss and even the password recovery tool is broken at the moment. I now have to open a support ticket, if that system is still working, and wait a few hours before (mt) gets back to me.
Now for my questions about the comment moderation. If I recall correctly, it took (mt) a lot longer than other hosts to set themselves up with a blog. That doesn’t really matter so much since I’m just glad they finally did it. Recently they started talking about the new (dv) servers they are offering on this blog.
This being the first I’d heard of the move to improve (dv) servers I was excited, it meant I would in all likely-hood soon see the improvements in my server. Unfortunately (mt) makes no mention of how they’re going to deal with the current (dv) customers. In a very polite way I asked, via the comments like one other person had, when the improvements would be given to current customers. That was over a week ago it looks like my comment has either gotten lost in the mix or they really don’t like me.
Could it just be that (mt) employees are that busy they can’t attend to the blog as much as I can hope? Sure. Could it be that they want to avoid repetition in the comments? I suppose, though that is one of the purposes of comments. Will I ever find out the real answer? Probably not but I certainly feel better blogging about it.
UPDATE: Seems (mt) has a support article up in their knowledgebase explaining how to migrate from (dv) 2.0 to (dv) 3.0.
January 8th, 2007 at 10:17 am
Media Temple has indeed “dropped the ball” a few times lately. Not only with a few of our clients, but with many of their services. Strange to see them on their heels.
January 8th, 2007 at 10:32 am
It is strange but I also suppose it was bound to happen. Everyone had their time bashing Dreamhost and others so now it is possible the tide has turned in (mt)’s growth.
January 8th, 2007 at 2:09 pm
Commenting on the blog is probably not the quickest way to get information like this… Your comment will only be seen by a few marketing folks (usually not even working on the weekends). And you’re right, we are pretty busy over here, so the blog comments might not get looked at everyday.
Looks like you found the KnowledgeBase article, cool! There’s a lot of info in there for (dv) customers.
But no need to go through all this trouble in the future, its easier to just use our support request system (from your account center) which gets your question in front of a whole team of tech support reps and admins. We’d rather use that system so we can track your issues within your account… that way we can help you better if any problems persist.
And if you want the answer right away just call us 24/7… the number is on the website and you’ll generally get your answer in 10 mins or less.
cheers.
January 8th, 2007 at 3:29 pm
Dain, thanks for providing some insight. I’d like to clarify a few things though.
1) I don’t expect the blog to be any sort of replacement for the support system. I was merely curious about the process or strictness of how the comments are handled (I noticed my trackback hasn’t even made it to the list of comments though you’ve obviously replied here—not mad, just curious is all)
2) I found the kb article very quickly after noticing I couldn’t retrieve my password for my server—it was in the recently list for kb articles at the bottom of the support area. Kudos for having that there otherwise I’d still not know.
3) I’m familiar with the support system and do use it when I need to. My comment to the blog was a question that I felt could have been answered there, where others may have found it if they were looking, and wasn’t a support request. The reason I included the mention of my problems on this post were just informational purposes, kind of a “this is what’s happening today and here’s why I went to (mt)’s site.â€
I appreciate you stopping by and letting me know what’s up.
January 11th, 2007 at 3:54 pm
I actually got an alert about your blog post, I haven’t seen the comment yet on the (mt) blog… I’ll ask the marketing guys whats up with the moderation.
Thanks again!
January 11th, 2007 at 4:05 pm
You received an alert about my blog post? Interesting. If you don’t mind me asking, was it through an internal system (mt) has set up or was it through casual browsing, e.g., technorati search, that alerted someone—thusly sending the alert to you?
I completely understand if this can’t be a public conversation but I am very curious to know the answer. Feel free to email me mike [at] screenflicker [dot] com.
Thanks for the insight Dain.