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HostGator- Can you hear me!!
| Posted by oncebitten, 04-04-2007, 11:06 AM |
| I don't know about you guys but I have been having a terrible experience with Hostgator and simply do not know ho to make them respond to my support request.
My email to reset my WHM password saw NO response for over a week (yes 7 days!!). I then contacted them thru their chat service and after a series of chat messages was told that they could not see my ticket number in their system (which in the 1st place was allocated by them!!). So I was asked to send an email again. Knowing what had happend earlier, I called them and (surprise, surprise!) was once again told that they could not see the ticket number. So after 30 minutes of being on the phone my password was reset.
But the story does not end here. When I tried the password again after a couple days - Guess what !! - It would'nt let me in. So I Sent another email and once again there was no response for two days.
I then wrote an email again (attn to their owner) - Well, there website says - "write to our owner and he will respond" - Well, it's now been over 24 hours
and I have not heard anything back.
I had to urgently set-up one client but had to make alternate arrangements.
I just do not know how to get them to respond... Hence 'Hostgator Can you hear me!!!
Once Bitten
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| Posted by ReliableSite, 04-04-2007, 11:36 AM |
| Sometimes it may be hard to expect instant responses from larger hosting companies due to the amount of customers they have. If you're not happy with their support consider moving to a new host, maybe a smaller one, that will give you great uptime and support.
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| Posted by BrentOfHG, 04-04-2007, 11:39 AM |
| This has nothing to do with bad support etc. We aren't receiving your messages so we got to find out why. What is your domain with us and I'll give you a call to see if we can find out why your emails aren't making it to our ticket system. Thanks!
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| Posted by oncebitten, 04-04-2007, 12:03 PM |
| Wow! So you can hear me!!.
You guys gave me a ticket number #DSZ-286242 . and the domain is maverickmav.net
Junior Guru Wannabe - I disagree with ur statement. Nowhere on the Hostgator site they say 'Hey small customer - Pls be aware that your calls are gonna be unanswered- Try a smaller hosting company'. If you dont want smaller clients or cannot support them , then you wpould obviosuly not offer the smaller spec reseller packages. Infact, I have a written email from Hostgator saying ""An ETA on a support ticket is about one hour. This can vary depending on the issue." - Nowhere did they say *Valid only for big clients.
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| Posted by HostTitan, 04-04-2007, 05:04 PM |
| The size of one's company is not indicative of their uptime or support. Plenty of large companies, like Hostgator, have proven that they can scale their customer support to meet the needs of their customers. Conversely, many small companies have proven they cannot handle the support of their user-base or keep their servers up. If you have an experience with hostgator that's relevant, then that's different but speculation won't help the user solve his or her problem.
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| Posted by Nnyan, 04-04-2007, 05:26 PM |
| I've been with big companies that provide great support and small companies that had to look up the meaning of "customer service".
Based on the reviews here about HostGator this seems like some weird issue, I'm sure they'll get this all sorted out.
Rafael
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| Posted by BrentOfHG, 04-04-2007, 05:47 PM |
| The problem was fixed one of our employees accidentally blocked his email in our ticket system we we weren't receiving any of his responses. A free month was given as this was 100% our fault.
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| Posted by WireNine, 04-04-2007, 06:22 PM |
| Glad to see the issue resolved quickly after being posted on WHT - once again WHT bringing web hosts and customers closer
My suggestion is to always login to the helpdesk to open/submit ticket and respond to them using the helpdesk as well, this way you know for sure that your message is getting through to your web host.
Last edited by WireNine; 04-04-2007 at 06:28 PM.
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| Posted by oncebitten, 04-04-2007, 11:01 PM |
| I am happy to say that 'Hostgator could hear me' and the problem was quickly resolved. Brent called up twice to resolve the problem through (blocked email by one of the employees as mentioned by Brent in his post).
Yes, WHT did defintely help resolve a situation in a matter of hours , which I was unable to inspite of sending email, phone and chat requests over a two week period.
Thanks WHT and Thanks Brent for resolving the problem.
Once bitten
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| Posted by zoobie, 04-05-2007, 01:11 AM |
| I wasn't aware gators had ears...good to know
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| Posted by anon-e-mouse, 04-05-2007, 02:23 AM |
| Maybe use their own forums if you want them to "listen" in future. We are not their support forum.
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