samc - 4:14 pm on Jan 6, 2011 (gmt 0)

I'd have spent my day figuring out what was going on, and trying to reach him, all at very elevated excitement levels.

Yes that has been the schedule with WH. I'm certainly not alone ether.
The part I love is they usually ask why you did not use:
1.chat
2.call
3.email
4.submit a ticket

Choose any other one but the one you are using on the list (it's a weekend, I 1. don't want to chat,2. certainly don't want to talk and 3 and 4 take 24 to 48 hours to respond. And always a pop-up recommending you get on chat (while you are on chat with a message saying they are all jammed up.

Last week the client was blocked by Firewall during business hours (not sure this is even true) and when client called support told them our DNS was being moved. So then I get a call from the client. :)

I call WH and I'm told the firewall tripped on the client. Everyone is standing around and support is telling my client the DNS is being moved.

Now if this were a war story from many years but this has all transpired in 9 months time. Before I really did not get any chance to talk to support because everything was stable on the network. They used to own their server farm. Now it's all outsourced to their parent company that outsources to it's other entities.