@Sara
It is not harsh at all, it is the unfortunate truth about many, many hosts. This issue should have been fixed the first 3 minutes. Sure, it was a mistake overlooking the correct dns but when a customer creates a ticket the response should not be a string of search results offering no real direction to the customer and leaving it at, there is nothing that can be done on our end. Technically, that was correct, but customer service should have been... hey... you got .com instead of .net, change your DNS, all will be good.
If a domain doesn't resolve, the host, without question, should have the answer to the problem. What if it was a money site and down for 7 days because of an error that easily could have been identified.
I don't know M3 except for this one thread, my only experience. I do know that hosts, and email problems, are a common occurrence. I've left 4 or 5 hosts because of email problems, bad IP's, misconfigured DNS and RDNS on the email server, etc.
Knowing of these problems I can pick out, the solution to these problems is Chinese to me (i ain't no programmer ;)). That is why I rely on my host to fix them.
Ever start a ticket to a host and say... "Hey, my sites are really slow and the videos buffer" and host reply with "I've located the issue and it is a large database of wordpress comments gets called every time a spammer drops another message. It is not the message itself but the way wordpress works is every message "calls" the database of 1 Mil +/- stored messages and it is killing the performance. I have started to delete all the comments on all 200+ wordpress sites of yours and am blocking the ability for spammers to leave any more messages. Your server should be performing like a fine tuned chevy in no time."
What reply do you think you normally get when you start a ticket like that? Usually... "Hey, everything looks ok on our end"... and that is it, stuck with a poor performing server because support can't/won't take the time to identify the issue.
Just my experience
