I know Linode has been getting hammered for not being trustable or that they don't respond well when contacted, but in my experience they have been extremely responsive to any issues I have raised. I don't just mean technical issues either, we had what looked like a security breach on our account and it kicked of a small frenzy in their support staff and supervisory team to track down the problem. They figured out what had happened after a thorough investigation, gave us a full post mortem and promised they were reviewing procedures to make sure it couldn't happen again.
I've always had an excellent experience when dealing with Linode one-on-one, via email or support ticket, but their one-to-many communication sometimes seems to be lacking.
I'm glad they posted a more detailed update regarding this issue publicly.
I third this. I've never had a problem. Most of my tickets have a response within 10 minutes and they always seem to have been open when anything has gone wrong on their end. Is anyone not thinking that the reason they didn't come out in public talking about this until now is because law enforcement was involved? Notifying the public could ruin the investigation.
This seems to happen when they think it isn't their fault. As soon as it's something that could reflect negatively on them they put out the smallest most vague amounts of information possible. That happened with the xen security issue, and with the previous hack.
