[gravyboat]

I'm actually looking at migrating away from Digital Ocean. I had a recent incident that took over a week to solve with 48+ hours between tickets where support wasn't even reading the previous ticket. They claimed that someone looked at the hypervisor the system was on and found nothing, but as soon as that occurred my issue was resolved. One of the worst support experiences I've ever had where I was asked for the same information multiple times after waiting days to hear back, and was even asked if my issue started during an outage that was days after my initial report. Completely unacceptable.

[zacharybk]

Hey gravyboat - I'm Zach, Director of Support here at DigitalOcean. I'm very sorry that we didn't provide helpful or timely support. This certainly isn't the type of experience that's typical, and definitely not what we design for.

Can you do me a favor and shoot me an email so that I can investigate further? [e-mail]

Please see this as my personal commitment to our entire userbase that I'm happy to hear from you as well if your experience was not perfect.

[gravyboat]

Sure I've sent you a follow up email. Thanks for the response.

[Operyl]

And the new support system is utterly useless Javascript SPA that breaks if you refresh, or use back buttons, and is just a terrible experience to use. I get mostly NOOP responses to my tickets these days. Given how complicated Kubernetes can be, I'm terrified to see how they'll handle support for when they hit some of the more difficult problems.

[zacharybk]

Hi Operyl - I appreciate your candid feedback on this.

As with anyone else, please feel free to email me directly if you want to follow up: [e-mail]

Regarding the actual system, its functionality, etc, we are planning an update. If there's anything that you want us to include in the system, or support systems that you enjoy using, please let me know.

[Operyl]

Honestly, I miss the simple support system Digital Ocean had when it first launched, built straight into the panel, instead of another buggy service with tons of javascript. Less is more. The tier1 support needs much more training and information to effectively handle support as well.

[gravyboat]

I was also a big fan of the old support system that was accessible straight from the interface and not a third party tool. Granted the few times I had to contact support at that point I received very fast and thorough responses so this experience may have made me biased.

[zacharybk]

I hear you on the simplicity. There are a few things that we want to hit upon with an update, including: single login, better navigation/search, integrated look/feel, etc.