[hobs]

Brian, thank you for responding, I appreciate your clarity and honesty.

My issue did occur during that period, and I am impressed you can call that out from memory, it must have been a frustrating time for BB.

If that alone was the problem, you would have just 100% won back a customer, but the thing that irked me the most was the customer support response.

I know you do not work for your helpdesk, but their response was more the reason I left, their apparent lack of concern was what turned one of any service provider malfunctions into a dissatisfied customer looking for a competitor.

[brianwski]

I can laugh about that period now, but yeah, it was a bad few months. We bled out good customers like yourself and we felt helpless. My basic faith in the internet was shaken up - I always thought I would send packets and they would be delivered quickly, and here are these HUGE players in the space messing with each other throttling each other and changing routing to get around throttling (and hurting Backblaze as collateral damage).

> do not work for your helpdesk

It's unfortunate when a customer gets a bad experience. The helpdesk guys are faced with this monumental task of responding to tons and tons of basic questions by Mom & Pop customers that are not computer professionals. Then mixed in are competent programmers and IT guys that know what the heck they are talking about. The helpdesk guys sometimes get it wrong who they are dealing with and it infuriates the competent computer users.

I think we should issue "professional computer user" cards where you can get a different level of support from all these companies. If you were helpful on forums you could earn points for your card, but if you ask helpdesk too many dumb questions your card could be revoked and you would go back to the first tier support. :-)