A simple change took almost a week to resolve
Quite some time after I escaped from the web hosting business, I got to see a raw copy of a ticket. It showed me exactly how things were being handled with the current set of techs they had recently hired, and wow, was it bad. If you've ever had to deal with tech support and had to go around and around trying to get something done, this will seem very familiar to you.
Here's a challenge to anyone of the sysadmin persuasion: read through this without skipping ahead and see when you realize what's actually being requested here. Then see how many people totally miss it.
OK? Here we go.
[Tech3 pastes in run of 'host (ip-of-server-at-hosting-company)' and gets back a PTR record]
[Tech3 pastes in run of 'telnet (ip-of-server-at-hosting-company) 25' and gets back a sendmail banner before sending 'quit']
[Tech3 pastes in a run of 'dig (customer-domain) TXT' and gets back a SPF record of 'v=spf1 mx ~all']
If you have any other problems or questions, please feel free to give us a call or update this ticket through your customer portal!
If this is what you mean, please include any and all domains that will need this modification, and we can do them all at once.
If you have any questions or additional comments regarding this support ticket, do not hesitate to update this ticket, or contact us 24 hours a day. We are always available to assist you.
[snip sig proclaiming "Unix Technical Support Level II"]
The MX record for both [DOMAIN] and [DOMAIN2] are both pointed to server1.[DOMAIN2]. Changing the IP address for the server1 hostname will accomplish what you want. However, if you are using this hostname for other functionality this will break that functionality. Please confirm that changing the A record for server1 is acceptable for us to continue in this regard.
If you have any other concerns or questions, please let us know. We are here 24/7/365, toll free at [NUMBER] or you can update and create tickets from the [PORTAL URL]. Thank you for choosing [hosting company]!
I've added 'ipv4:[DEV-IP]' to the existing SPF records for [DOMAIN] and [DOMAIN2]. This will go into effect in our DNS servers at the beginning of the next hour. DNS servers that have cached the SPF record may continue to do so for up to 24 hours after the change goes into effect on our DNS servers.
Did you see that "Tech5" basically wanted to change the A record for the actual hostname of the customer's server at the hosting company?
Did you notice that 6 different techs were involved, and that it started on Friday at 7:25 PM but the customer wasn't satisfied until Wednesday at 6:24 PM?
Go back and look at what happens around the time of those internal comments on Friday night. The ticket sits there with no response to the customer's Friday/8:16 PM comment until Sunday at 9:40 AM!
This ticket should have taken at most 10 minutes to do. That's 5 minutes to flip through their ticket history to see which domains they touched last time, 3 minutes to twiddle the SPF records in the DNS tool, and 2 minutes to send an update to the customer.