20 HOURS with no ticket response

[cattivo]

First of all I have a managed dedicated server. At some point early yesterday, my mysql went down. I couldn't do anything myself to get it running again. I posted a ticket at 1:30pm. It was replied to at about 6pm - saying it had been resolved. I checked, it was NOT resolved. I let them know this, and they replied within an hour saying it had been resolved.

This time, mysql actually was running. However, for some reason, none of my php-based sites are able to connect to mysql - so something was still wrong. I let them know this at 7pm - FRIDAY - this ticket has STILL not been responded to as of 1pm SATURDAY - 18 hours later. And me and my clients php-based sites have now been down for 24 FULL HOURS!

In addition to that, whatever the admins did to "FIX" my mysql has somehow changed my root password. I was able to log into my machine all during the trouble until they messed with mysql - since then (7pm) I have been unable to even SSH into my machine or use WHM or Cpanel at all with my server. This has gone unresponded to as well.

and FINALLY. I made a phone call at 2AM this morning begging someone to help. Whoever I spoke to was very nice and understanding, however, he ASSURED and Promised me that within an hour someone would get to my ticket. Well it's 11 HOURS since then. Just now I spoke to tech support on a live CHAT, there were 15 minute delays between each thing I wrote and the techs response, then they told me "sorry they are having computer trouble" - again I was promised someone would look at it shortly. Needless to say - nothing yet!

I"m quite disappointed in the service here and will most likely be canceling my account in the near future. For a managed server, this kind of response time-frame and frustrating issues is completely unacceptable. I hardly ever make forum postings such as this, but I'm kind of at my wit's end on this and thought this might help my issue get some attention, or alert others on what to expect with tech support.

[GatorFord]

I'm investigating your ticket at this time. I'll update you with more information as soon as I have it. Thanks for your patience.

[GatorFord]

Per our phone conversation this is all related to coming from MySQL 3 to MySQL 5 and the grant privileges associated with it. Please let me know in your ticket if you have any further issues or I can assist you further and let us know if it's ok to mark this review as Resolved now. Thanks!

[GatorBrent]

Hello,

Can you let me know what your ticket number was on this? I'd love to review it. thanks!

[GatorBrent]

This thread is being moved until ticket number is provided. Thanks!

[spacetech]

It is always happen to me after 5-6 or serveral hours hostgator team ask for verification last 4 digit cc number or paypal transaction id for each and everytask. I am really now frustrated with this process though always user my administrative email for correspondence. I have 3 dedicated server and reseller account too.
I understand security perpose but for every small task its need? no hosting company i have ever seen till now frustrate their client like this.

What is permanent resolution to this? I guess creating bottom signature with last 4 digit CC number to every outgoing email to hostgator.
lol.....

[striddy]

Originally Posted by spacetech

What is permanent resolution to this? I guess creating bottom signature with last 4 digit CC number to every outgoing email to hostgator.

If you put the last 4 digits in the support ticket, that would likely dispense with the need of further verification.