Comments on: Media Temple, more than just a cool logo, it has a social voice, but does its voice matter? (Case Study)

By: Benn Rosales

Benn Rosales — Tue, 27 Jan 2009 00:55:23 +0000

Hi Evan,

We actually agree, engineers should be focused on the job at hand, getting service up and keeping it up. However, we’re asserting that mt has done a brilliant job of employing a social media strategy, and this is the area in which it’s lacking- it’s simply falling short in some pretty basic areas- which should be handled by a dedicated community leader that might put consumers at ease.

As was mentioned in the post, this isn’t a flame on mt, it’s simply a case study.

Best,

By: Evan

Evan — Tue, 27 Jan 2009 00:45:08 +0000

If one uses their website to make money, they shouldn’t expect Dedicated Hosting from a Shared Hosting service like the Grid. Protect your investment and get Dedicated hosting. Grid users seem to think they are the only ones using the service let alone effected by a minor outage…

From my own Network Systems Admin experience – Would you rather they spend more time responding to the thousands of users inquiries or focusing their time and energy on fixing the problem. Because I’d never get anything done at work if I spent my time responding to individuals individually about the same issue… Their blanket response is good enough for me.

MediaTemple is light years beyond other web hosts that I have used where outages could last DAYS instead of a paltry 45 minutes.

Sit back, relax and know that MediaTemple isn’t intentionally trying to steal food from your family’s dinner plate.

By: Genie

Genie — Tue, 27 Jan 2009 00:31:22 +0000

And, by contrast, I should note that I Tweeted today about my first use of yapta.com, which was pretty unsuccessful, and immediately got two Tweets in response from the Communications Director there, who apprised me of site issues, said they were working on it, and thanked me for my patience/invited me to try again. THAT is how to use social media. It’s too bad MediaTemple’s not paying attention, because right now, all I know about them is that they’re down and non-responsive.

By: Benn Rosales

Benn Rosales — Tue, 27 Jan 2009 00:24:32 +0000

Jay, interesting that you pointed that out. We noticed that mt isn’t following many, but I’m sure they see @replies as they were responding to a few complaints random fire before excusing themselves.

They had a need to really polish what they’re doing, and I’ll be completely honest, all hosting providers have outages, it really is about how you handle them and how often.

By: Jay Thompson

Jay Thompson — Tue, 27 Jan 2009 00:20:05 +0000

My blogs are hosted on MediaTemple. Much like Morgan, I sent out very similar Tweets during the outage. Some were directed specifically to @MediaTemple.

Not a single response. Not an “I’m sorry”, no “we’re working on it”, NOTHING.

What I did get a lot of responses on was the request I sent out asking others what host they are happy with…

OK, so maybe Media Temple isn’t watching their twitter account, or updating their blog (and shame on them). But they aren’t even answering direct questions sent in through their own support system.

One massive FAIL after another.