I don’t usually like pointing the finger, but DreamHost‘s general way of conducting business is gently swaying from jovial to unprofessional. I previously wrote a post, ‘Honest practice‘ talking primarily about how a number of web hosting companies advertise a certain price, when the actual cost is somewhat different. I used DreamHost as an example.
DreamHost doesn’t take itself too seriously, a lot of their marketing and pitching takes advantage of comedy. Which is great. The issue is, when problems occur, customers begin to feel as if they aren’t being taken seriously.
On Monday DreamHost posted a customer’s voicemail message. The clip features a DreamHost customer weeping over a stolen domain name and pleading for help. I listened to the clip for a few seconds before switching off. Liam Eagle at the WHIR deliberated over the post,
“But it would be tough to argue that the purpose of the post is really anything other than to laugh at the expense of the customer leaving the message. In case you don’t feel like downloading it and listening, it’s a two-minute clip of a man who sounds very timid and very upset begging for their help. It seems like the last minute is just the man gently sobbing. That’s just my guess, because after 15 seconds I couldn’t take any more.”
It just shows a complete lack of respect for their customers. Brett assured readers that they sent him a ‘huge bouquet of flowers’. Is this to console him regarding the stolen domain or his personal humiliation? The actions of a company that generated revenue of $13.1 million in 2006.
One commenter stated,
“It’s spectacularly bad form to post this.
And then you say you sent him flowers? Yikes.
I’m a DH customer of many years. And now so embarrassed that I recommended DH to my colleagues and friends.
What were you thinking?”
“Let me get this straight… Your customer support is horrible, so to “make up for it” you expose your customers to ridicule?”
Liam Eagle concludes,
“I have to imagine most hosting companies would avoid doing something like this. I don’t get the sense that this is a calculated move by DreamHost to appear “irreverent.” So it does add to the genuine feel of that approachability that characterizes the company. However, it might also make them seem a little less like the kind of company you’d want to approach.”