That's a good point. Not worth your time for a company like Linode that doesn't really care about its customers. I think people mistake the quick support responses to basic questions as them caring, but when it really comes down to the important things like security and communication during a crisis, it's clear that there is a huge lapse from the leadership level down. Someone in this post wrote about how they stopped $10k worth of Linode service a month and no one tried to get them back or retain them. That was very odd to read, especially for a business of Linode's size ($22 million in revenue isn't that big where you can shrug off $120k/year.) Par for the course it seems, and everything is starting to make sense. Thanks for sharing your story and sorry that happened to your team.
I know we left them 4 years ago because how they implement bandwidth caps on private IPs, which a few years later another company also had the same problem with and nicely wrote it up on their blog: https://docraptor.com/blog/gone-in-60-seconds-how-we-moved-f...
Linode's attempt to keep us (spending $5k a month at the time, but we've grown substantially with AWS now. Linode were at $22m in 2011, so we'd have been 0.3% of their total revenue): "We will certainly be sorry to see you go."
That may just be because they were fed up of us after we opened 27 support tickets about the same networking issue over the course of 11 months though.
When I worked there support was under intense pressure to respond to tickets quickly.
Not nearly as much pressure to respond correctly.
To clarify and reiterate--employees who responded to tickets quickly were praised, even though there response contained half truths or outright falsehoods. If someone took 15-60 minutes ( or more ) to deep dive into an issue for a real fix for a customer, they were shamed and got a talking to.
