Old Content:

Media Temple’s Unexpected Quality Customer Service

May 15, 2009 by Kyle Brady
Tags: Downtime, Hosting, MediaTemple
As required by the FTC, a Full Disclosure is available - this piece adheres to the Code of Ethics

---

Media Temple has had downtime recently that affected large swaths of its customer base, and I was one of them.  Being down overnight quickly spiraled into a week's worth of sporadic uptime, sluggish server response, and a host of other issues - just look at their incident reporting.

Naturally, I demanded a refund for the month, since I've been a customer for two years and have put up with their growing pains.  But being down for days and days in a row, in addition to their rather regular "we don't know what broke" events and "scheduled maintenance", doesn't equate to the uptime they promise.  They agreed, and said more information would be available after they resolved the issues.

Imagine my surprise when I got an email yesterday, notifying me of a $200 credit to my account - that's 5 months of service!  I logged into my account to double-check and found this:

Well, well, Media Temple.  Despite my usually-frustrating interactions with your customer service and technical support, you've managed to surprise me and exceed my expectations.

This rarely happens, for anyone, so feel free to celebrate...

You've managed to keep me as a customer for the foreseeable future.

Old Content posts are leftovers from a less structured, less civilzed era that are kept for posterity.
Kyle can be found on Twitter and MySpace, or reached via email.