?

Log in

No account? Create an account
entries friends calendar profile adric.net Previous Previous Next Next
Dreamhost is trying to piss me off. - nil.enroll(aetheric_username, quantum_class_id)
yljatlhQo'! QIch lo'laltbebej!
adric
adric
Dreamhost is trying to piss me off.
I just sent:

Hi,

I'm starting to get a bit annoyed.

Yesterday or so I got a rather threateningly worded message
that said that if I didn't agree to a different form of billing,
you'd shut off my account in a week. This due to
you suddenly notifiying me that using the disk
space I'm paying for is against TOS unless it's
for a hosted site. So, given the short time frame,
I clicked. Maybe I should publicly share the
backup copy of my home folder that I've been
rsyncing onto my DH account for several months
(check support tickets for funny rsync problems to
ballpark how long I have been doing this.) ?

Meantime I'd been trying to find out from your
support what would happen if I' downgraded my
overlarge account a little before my renewal this
summer. Two mails to support@ went unanswered,
no doubt due to the billing processing problems
y'all had (which never troubled me, afaict ). Mean
time I was unable to open an online ticket until
I remembered to try Safari (Would it hurt so much
to have a Javascriptless fallback for something so
important and open a support ticket?? )

So yesterday I clicked the button agreeing to pay more
, and then took a look see, and ended up deleting
more than 105GB of crap from your disks. And I'm
working on finding another solution for online backup,
since you have so suddenly declined.

And so I downgraded my account without advisement.
The archive/backup billing option does not show on
my account settings page. I guess when someone
charges my card for disk usage I will know this was not
phishing.

So, from what I can see I have an account credit of
~90 USD from the downgrades, and I suppose you
will deduct these surprise disk usage charges from that.
Could someone please confirm that that is the case,
or otherwise clue me in.

Thanks,

And I did get an auto response, so that's fixed. In direct response to:

Account: [Customer]'s Account (xxxxxx)

Hello [customer],

This is just to let you know that the average disk usage on one or more
of your hosting plans appears to be in excess of the included amount.
The following summary includes PROJECTED charges to your account based
on the average disk usage to date (today is day 21 of 31 of the
current billing cycle) IF your average usage does not change:

-- [customer]'s Account (xxxxxx)
currently using: 181808.251mb
average to date: 159562.524mb
plan provides: 0mb
over: 155.823mb @ rate $0.2/mb = $ 31.16
[snip account details]

Total PROJECTED charges: $ 31.16

You will be charged for excess usage on the last day of each billing
cycle.

Please remember that all balances and transactions at DreamHost are in US
dollars ($USD). As this is the case, all payments must also be made in US
dollars.

If you know your usage will exceed that provided by your plan and would like
to avoid getting these warnings because you know your disk usage will be
over the plan amount, or you would like to get a better rate for bulk
disk space, check the Billing > Services tab of the web panel:

https://panel.dreamhost.com/?tab=billing&subtab=services&command=add

Regards,
Happy DreamHost Billing Team

In response in part to:

Your message was NOT received by support@dreamhost.com!
We're sorry.. because of the following emergency situation and the
overwhelming amount of support it is causing right now, our
system is unable to handle email support, and so your message is being
returned to you.

"Due to the high volume of questions regarding the billing error from last week we are issuing this emergency support message to make sure everyone gets the proper information.

At this point all refunds HAVE BEEN PROCESSED as of Thursday morning through our card processor. If you still don't see the credit/refund applied to your credit/debit card account, please contact your bank before contacting support. We have done everything we can to expedite these refunds, but financial institutions can some times take up to a week to apply refunds/credits.

All of the details regarding this incident can be found on our blog:

http://blog.dreamhost.com

We do apologize again for this (we've made changes to the code that ensure nothing like this could ever happen again).

If you have contacted your bank and they have no record of the refund/credit, please submit a support request through our panel and we will get your issue assigned to one of our billing representatives.

You can keep updated at dreamhoststatus.com!
"
(posted 12 days 3 hours ago.)

If this emergency isn't relevant to your current issue, please just visit:

https://panel.dreamhost.com/?tree=support.msg
(You can log in with this email address and your panel password.. have
it emailed to you if you've forgotten it!)

All messages submitted through that form are guaranteed to be received!

Again, your email message was NOT received by the DreamHost Support Team.

Our apologies for the inconvenience,
The Happy DreamHost Support Team!

but mostly:

You have disallowed back ups!
Dear [customer],

Our system has noticed what seems to be a large amount of "backup/non-web"
content on your account (#NNNNNN), mostly on user "[user]"
on the web server "[server]".

Unfortunately, our terms of service (http://www.dreamhost.com/tos.html) state:

The customer agrees to make use of DreamHost Web Hosting servers
primarily for the purpose of hosting a website, and associated email
functions. Data uploaded must be primarily for this purpose; DreamHost
Web Hosting servers are not intended as a data backup or archiving
service. DreamHost Web Hosting reserves the right to negotiate
additional charges with the Customer and/or the discontinuation
of the backups/archives at their discretion.

At this point, we must ask you to do one of three things:

* You can delete all backup/non-web files on your account.

* You can close your account from our panel at:
https://panel.dreamhost.com/?tree=billing.accounts
(We are willing to refund to you any pre-paid amount you have
remaining, even if you're past the 97 days. Just reply to this
email after closing your account from the panel.

OR!

* You may now enable your account for backup/non-web use!

If you'd like to enable your account to be used for non-web files, please
visit the link below. You will be given the option to be charged $0.20 a
month per GB of usage (the monthly average, with daily readings) across
your whole account.

We don't think there exists another online storage service that has
anything near the same features, flexibility, and redundancy for less
than this, so we sincerely hope you take us up on this offer!

In the future, we plan to allow the creation of a single "storage" user
on your account which will have no web sites (or email). For now though,
if you choose to enable your account for backups, nothing will change
(apart from the charges).

If you want to enable backup/non-web use on this account, please go here:

https://panel.dreamhost.com/backups.cgi?g=xxxxxxxxxxxxxxx

If you choose not to enable this, you must delete all your non-web files
within a week from when we sent this email (by 2008-02-08) or your
account will be suspended.

If you have any questions about this or anything at all, please don't
hesitate to contact us by replying to this email.

Thank you very much for your understanding,
The Happy DreamHost Backup/Non-Web Use Team

Note: While personal backups will be allowed, the use of our services
for the distribution, acquisition, or storage of illegal or illegally
obtained copyrighted material still won't be. Please make sure that
all material hosted under your account is legal and was obtained legally!

My response bounced, see above.


Some Notes:Yeah even the regular account I downgraded to has 500 GB, so that 0 has got to have something to do with the stupid. If they want me to clear off the video files I obviously torrented from somewhere, they are going to have to say so, plainly. Also, my balance is -19x not -9x, oops. And I first bothered their tech support about ssh keys for my rsyncs on May 11th, 2007 - 14:27:26, so you can figure I've been syncing my home folder to my DH account since then. FWIW i prepaid for 3 years of service by credit card when I got my account in June 2006. Being able to rsync backup to the them is a major reason why I was going to renew in June for another three years, even at a reduced rate. If this is no longer the case, I have much less need for them, and I am already in process of moving some of my crap.

Tags:
Current Location: NOC
Current Mood: annoyed annoyed

6 comments or Leave a comment
Comments
gladstone From: gladstone Date: February 3rd, 2008 04:03 am (UTC) (Link)
You keep saying that they are suddenly notifying you that your webhosting account isn't to be used for backups, but it seems like that information is in the TOS. Did you not bother to read the TOS when you signed up for the service? If not, then how can you blame DreamHost for your ignorance? I don't understand.
adric From: adric Date: February 3rd, 2008 05:00 am (UTC) (Link)

Eh.

If I read it (I usually look them over) it wasn't in there.
gladstone From: gladstone Date: February 3rd, 2008 05:09 am (UTC) (Link)

Re: Eh.

Of course, the statement "If it was in the TOS, then I did not read the TOS." is logically equivalent.
adric From: adric Date: February 3rd, 2008 05:39 am (UTC) (Link)

Re: Eh.

Indeed it is.

I left off the line "I think I looked it over, but wouldn't swear to it" from my previous response.

If it's against the TOS now then .. it's against the TOS. I've been doing it since May with their assistance, so if they were surprised ..
gladstone From: gladstone Date: February 3rd, 2008 05:41 am (UTC) (Link)

Re: Eh.

How have they been assisting you? They gave you the key to sync from your machine to their server? That seems like something someone hosting a website would do legitimately. Develop the website on their home machine then sync the site to the webhosting server.
adric From: adric Date: February 3rd, 2008 06:06 am (UTC) (Link)

Re: Eh.

Yep. And so does storing some files on disk space I paid to use *shrug*.
6 comments or Leave a comment