Heroku have THE WORST CUSTOMER SUPPORT IN THE BUSINESS.

Seriously, they really are terrible.

Their products rule, but don’t expect them to have the decency to get back to you within a month of submitting a ticket at their helpdesk.

My application went down, it’s a business critical one. It’s happened a few times and I’ve been ignored by them. Probably because I’m using a free account. But still, don’t offer a free version of you product, with a helpdesk/ticket facility, if users are not going to be able to use them.

My app has been down for over three weeks now. When I try to view it, I get a 502 error. I have sent them several eamils about this but noone has bothered their arse to get back to me.

This is not the first time it’s happened. Just after they went live with their fancy new expensive package, all of my apps went down for three days. It took them 6 weeks to answer my ticket and even then they didn’t actualyl answer my question, instead they pointed me to their expensive package and said I should take that.

Why would I pay for their ludicrisly priced 40MB package when they have proven to me that they don’t give a flying fuck abobut any of theit customers.

I have moved my app back to Dreamhost.

I have lost all my data.

My associates are not happy.

Heroku can get to f*$%. If you haven’t got the respect for your potential paying customers, then you don’t have potential paying customers. I have decided to do everything I can to let as many people as possible know, AVOID HEROKU.

If they cleaned up their act a bit, if they forked out some of those millions they received from the VC’s and got some people in to answer emails and show some respect to users, then perhaps I will stop dissing them, but I’m extremely annoyed that this has happened.

Why use them? Yes they’re quick. BUT THEIR ENVIRONMENT IS FAR FROM STABLE.

You’re better off sorting out a cheaper host and capifying your app with a linking to a Git repo. I have to do about 4 extra thigns when I want to push and deploy changes now that I’m no longer on Heroku. I can live with that.

I always get a response from DH whenever something goes wrong.

As a final example of how poor Heroku’s customer service is, a few months ago when their fancyDan expensive package came out, they were are rails conf giving some big-assed talk about how great they think they are, and at the same time, almost EVERY SINGLE app on HerokuGarden, went down for 2 days. Not just my apps. Every single app out there. No shit. I just googled for as many as I could and found that they were all giving 500 and 502 errors.

Did Heroku put an explanation as to why this happened on their blog? Did they f*ck. Customers don’t need to know. They don’t count. It didn’t happen. We just want their money.

I really, really, really, really dislike Herokug.

Stephen

Pics or it didn’t happen.

alivefrommaryhill.herokugarden.com

see for yourself

this is not a fault with my app since I ahve it running here: on dreamhost http://www.alivefrommaryhill.com/

Same setup. same gems. same plugins. same migrations. same everything. herokugarden app has gone down. it’s been that way for a few weeks. they have not responded to my emails. they will do so in about 6 weeks.

don’t use them.

they have oversold their service.

Weird, for me it was the exact opposite: Two times I had problems with my app and started a ticket, and within 1-2 hours someone responded and solved my issue.

I have been using Heroku for quite some time, and I have to say, I’ve had the opposite experience. I have rarely had a problem, and in the cases where I needed something from them, I filed a ticket and they responded immediately.

I have been extremely happy with Heroku, and would never use another provider.

@Stephen It looks like you are a HerokuGarden user not a Heroku user. Heroku has repeatedly stated that HerokuGarden is an unstable and unsupported old version of the product, that all of their engineering and support efforts are focussed on Heroku.com, and that it is completely stable and performant.

You should move from the unsupported and unmaintained HerokuGarden to the amazingly great Heroku.com as they suggest: http://herokugarden.com/transition/move

Stephen - I’m so sorry to hear we failed to provide support for you. We want to provide world class support, and are taking several steps to improve our support system and ensure the scenario you describe can’t happen.

Please feel free to email me (james@heroku), I’d love to apologize to you directly and learn more about how we failed you.