It;s been more than a month, perhaps not this particular one, but I have reported to them on twitter multiple times that their SSL certs are dead. Their IP to geolocation is also way off, something they don't seem to care about.
I think the worst was I contacted them on twitter about several hosts that were hammering one of our mail servers, around a million lookups for usernames a day for each domain.
I blocked the IP's, problem solved, but wanted them to nuke the accounts. They said to send in the relevant data. I nicely formatted all the data, snipped sections here and there, and tar'd the files.
Emailed them in and was told they don't know what a tar file is. Sent them in gzip, they can't open them. Finally said screen it and posted the data to pastebin in plain text and sent them the raw link. They didn't know what to do with it.
If they didn't know what tar file is, sending any format to that person would be useless - obviously, it's not the right person to talk to on this question, they are not nearly knowledgeable enough. I would guess it's some low-level support that is probably not even allowed to escalate the issue, and is not able to handle it, most they can do is to put the data into some kind of internal database where it quietly dies.
As for the question how to get the right person, I'd like to know a way...
If they can't open a tar, there's a good chance they can't open gzip either. I'd be willing to bet they run Windows on their desktops. Sending it as a Windows-standard zip might have been the better option.
I think the worst was I contacted them on twitter about several hosts that were hammering one of our mail servers, around a million lookups for usernames a day for each domain.
I blocked the IP's, problem solved, but wanted them to nuke the accounts. They said to send in the relevant data. I nicely formatted all the data, snipped sections here and there, and tar'd the files.
Emailed them in and was told they don't know what a tar file is. Sent them in gzip, they can't open them. Finally said screen it and posted the data to pastebin in plain text and sent them the raw link. They didn't know what to do with it.
At some point, I just gave up.