Arman Zakaryan's dashboard

While I agree with you that one of our products (the (gs) Grid-Service) has definitely had it's fair share of issues, I'd like to clarify that this is not reflective of our entire product offering. We are absolutely working on improving the stability and performance of the (gs) product, but I think it's important to communicate clearly that you're speaking to the (gs) and not to all (mt) Media Temple hosting products. We definitely understand the frustration you and any of our other (gs) customers feel and we want to improve on that. It's not acceptable to us for there to be latency or downtime on an otherwise spectacular hosting product. We communicate as much as we can to our customers, so they know we're taking care of things.

Additionally, our Customer Service may not be perfect, but we do our best to take care of our customers. We are also always here to listen. As you can see, we avidly monitor and use this website as a tool to see what our customers are saying and feeling. We make sure to provide responses when we can. If you have a specific complaint or concern regarding a bad customer service experience we encourage you to visit http://mediatemple.net/company/contac... to let us know how we fell short. This feedback is actually very valuable to us as it gives us insight into how we can make things better for the future.

Hi Zachary,

I just tested mediatemple.net from an external location and it is coming up. If you're having problems with your site we recommend opening a support request from the AccountCenter, or give us a call if you are still unable to connect. We'll be happy to check things out for you.

You can also get a (dv) and run install/run Mono, which enables ASP.NET functionality for Linux, Mac, or Windows-based environments: http://www.mono-project.com/

In response to zyoung:

Thank you for sharing this here. We apologize for the initial difficulties you had getting information about your account without verifying first. For security and privacy purposes, we can't disclose any information about an account without making sure we're talking to someone who's authorized. It's one of the unfortunate -- but necessary -- precautions of protecting our customers.

You are absolutely correct otherwise. As a company, it is important for us to stay in clear communication about what's going on with your service and provide that information in a timely fashion. In addition to addressing the root cause of the problem itself, we have been actively developing better methods of making sure affected customers are informed and notified in a timely and convenient manner if an unforeseen event does occur -- whether that be by making sure our representatives are informed or by introducing new tools that can help you help yourself. You should expect to see these improvements in the very near future.

Thank you again for the candid and descriptive account of your own experience. We hope you see now that we want to (and are taking action to) improve on these aspects as much as you desire us to.

"Try using our Support Resources more often and you will see that this is not the norm."
That right there REALLY bothers me. I tend not to have reasons to contact support. So should I just put in tickets to test how long you take? That seems to be counter productive.

All I meant from that was that you've only had to contact us a handful of times, yet you described it to be something that repeatedly occurs. Obviously we hope no one ever has to submit a support inquiry and that everything just works, but to take one particular event and use that as a definitive reason that we did not hold up to our promise is unfair, to be honest.

In either case...look, no hard feelings. We're only here to help! I'm sorry if my reply was taken in any way other than constructive which was my intention. Please enjoy the 3 months of credit we gave you as a result of this, and we hope that you stick around. If you decide to switch because of this, then we wish you the very best in your projects and businesses (even if we're not a part of that experience)!

Hi Andrew!

Let me break this down for you and anyone reading as best as I can:

* To be accessible, friendly, and helpful at all times.

We're here on Get Satisfaction answering your very-loaded question that you submitted with a very one-sided point of view so that others may read this and know that we actually DO come through on this promise.

* To answer the phone when you call, 24/7/365.
* Reply to your emails and support tickets within 24 hours.

We fully understand your frustration. I won't go into detail as to the reason for your particular support inquiry taking an extended amount of time to get a response due to this being a public space, however I can say with certainty that your issue was resolved within 24 hours of your initial inquiry. Promise kept!

* To provide timely information regarding System Incidents.

I do not see how your particular issue relates to this but we always provide timely updates regarding System Incidents. If you review any System Incident, you will see that we keep this promise as well!

* And lastly, we promise to listen. Should we fall short of our goals we want to know about it so we can quickly remedy areas needing improvement.

What part of this would you say did not involve us being there to listen? Thank you for your feedback, we're here to help clear things up. We're sorry that you feel we fell short on our promise. Try using our Support Resources more often and you will see that this is not the norm. This promise has been kept too!

Thanks, have an excellent day!

Hi Thom!

With the (gs) Grid-Service plan you can send up to 50 per minute and 500 per hour. You can work around this restriction easily by throttling your email sending rate. Depending on how you send your emails out, this would be accomplished in a few different ways.

If you are just sending this email through your desktop email program, you can split the mailing into smaller chunks and send them manually to stay within the threshold.

If you want to, you can set up something like phplist to manage your mailings for you. I do recall phplist having a feature that lets you throttle the sending rate, so you can easily set it to stay within the 50/minute and 500/hour rules and walk away to do other things.

Here's a KB about the sending limits: http://kb.mediatemple.net/questions/6...
Here is a link to the phplist website: http://www.phplist.com

Have an excellent day!

Hi Kevin!

We are making big changes to improve support request response times. As you might already have noticed we rolled out a new Rating System which lets you rate each individual reply for response quality and timeliness (yes, we do read these numbers). Typical response times under normal circumstances are usually a few hours or less, however sometimes we do get large volumes of requests and that can affect the response times.

We are also quickly expanding our technical support staff to balance out the incredible growth we have had over the past year. We're doing things to make it better!

I see the last few responses on your current request has been getting very timely updates, around 10 minutes.

Thanks for voicing your concerns.

Arman Zakaryan
(mt) Media Temple, Inc.