DO Ideas 2

Bad Experience with Digital Ocean

I heard a lot of great things about Digital Ocean, but unfortunately my experience with them isn't so great.

I signed up and inquried about their cloud servers. There support was fast (~5 mins).

I later inquired about where to enter a coupon code that I've received. There support was slow (~2 hrs). In my opinion, they don't give coupon related questions as much attention as sales related questions.

I was later told to enter my billing information first, and then the coupon code would appear. I did it and nope, it still didn't appear. I even added $5 onto my account and still nope, it didn't appear. I then inquired about their coupon code form and was told that it has been disabled "due to a massive influx of abuse."

At this point, I was like ehhh. I decided to create my first droplet and damn did it take longer than 55 seconds.

I requested support and received this, "There is currently a slight backlog on the scheduler, which is slowing down event processing. Which is why the event hasn't processed as quickly as usual.

We are clearing out the backend scheduler and soon as that is finished all event processing will return to normal including the events that were queued into the scheduler."

Epic right? Why me and why today? After some time, my droplet finally appeared and man was it slow. I thought something was wrong, so I recreated my droplet. My new droplet was much faster, but the IP changed. Earlier when I inquired about their cloud servers, I was told, "When you delete a droplet it's IP is reserved for a short time (15 minutes to 1 hour)," but my new droplet had a new IP.

Overall, I had a horrible experience with Digital Ocean. I don't think I'll be referring them anytime soon. =/

  • Bowen Cheng
  • Sep 11 2018
  • Shipped
  • Attach files
  • Anonymous commented
    September 11, 2018 18:20

    you are right man
    they are too bad
    and have no respect to their costumers

    they destroyed my account and dont want to give me any backup

    my review to digitalocean :
    they are spammer now scamer and cheaters

    never use them

  • Moisey Uretsky commented
    September 11, 2018 18:20

    Hi Bowen,

    We strive to always provide a great customer experience but sometimes we fall short of the task.

    It's part of the game when you are startup and things are scaling up and different things are happening at the same time. In this case I think you ran into an issue when we had a high amount of Promo code fraud due to the recent release of PrimeCoin and a large influx of users to our platform that were abusive.

    As a result we were forced to temporarily suspend all promo codes until we could sort who was abusive and who wasn't.

    We're also working on improving our support responses by hiring additional staff, making our software better documented and intuitive, and adding suggestions for support queries which are based off of our articles and other documentation.

    Thanks for the feedback!

  • Pablo commented
    September 11, 2018 18:20

    "In my opinion, they don't give coupon related questions as much attention as sales related questions."

    Let's assume for a moment that you stuck it out w/D.O. Let's say that your site went down and you submitted a trouble-ticket. How would you feel if you had to wait an hour for a response due to D.O. answering a bunch of "coupon-related questions" within 5 minutes?

    For $5, $10 or $20 per month, seems like your expectations are a little unrealistic. I doubt RackSpace, Amazon Web Services & others are immune to backlogs, DDoS attacks and other environmental factors beyond the provider's control - that would push creation time of an instance beyond 55 seconds. Heck, in the little time I spent with AWS, it took the better part of 10 minutes to get an instance deployed, under "normal" conditions.

  • Scott Robertson commented
    September 11, 2018 18:20

    Spam and a high workload on the queue cannot be avoided, it doesn't really say anything about the company. A lot of "cloud" companies would just crash and die if they had too many servers being created at once, at least DO handle them properly and not try and rush them out.

    Regarding the IP address, its not 100% guaranteed that you will keep the IP from what I have read, but they will try. The fact that the work queue was high could have contributed to the fact that you did not get the IP again.

  • Bowen Cheng commented
    September 11, 2018 18:20

    @Samuel, do you know when they're going to enable the coupon feature?

  • Bowen Cheng commented
    September 11, 2018 18:20

    Nope, same DC.

  • Samuel Lewis commented
    September 11, 2018 18:20

    Did you put it in a new datacenter? If you did, that is why IP changed.