7 Months In and...

[Hagg!s]

Hello,

Having moved to HG (reported as the #4 top host in the world at the time) in October last year for what I hoped would be better security and uptime (compared to my last host it wouldn't be hard to beat), I thought it was about time I let the staff (and other customers and potentials) know about the service I personally have received.


From the get-go, HG have always been on hand to assist. A professional team that so far, I have failed to perplex with my complex questions and requests (slighty to my humourous dismay). Being an international customer (Scotland, UK) I am often seeking support at out of hours times, and yet this never seems to be a problem.


On occasion, even when they 'officially' do not provide support for a certain query (for example converting one forum database to another) they go out of their way and - to quote another user using a military term which appeases me - 'beyond the call of duty' to give you as much assistance and guidance as possible.



One thing that I appreciate, is that they do not treat you like children who know nothing. They guide you and give you advice and tips on how to obtain what you wish, without just doing it for you. In my mind - and probably theirs - this teaches me how to solve my own issues for the future, which not only saves me time, but also saves them time to deal with more important requests for other customers. I highly appreciate the pride and dedication the HG team have towards their customers and the ammount of effort they put into assisting us.


I feel almost guilty that I only have a small package with these guys due to the amount of support they give, but at the same time, I know that I am getting value for money.



With regards to recent downtime events due to The Planet failing in their duty to provide their services, I just wanted to thank you, HG, for your ingenious use of twitter. Having never used twitter before, having it there helped a lot when searching for information on the downtime that was occurring - especially given that other support routes were inaccessable.


I always knew when I came to HG that I did it for a reason that I could never quite explain to people. Now, I know that reason. 7 Months in and all I can say is I hope there are many, many more.



Top quality service from the whole team, thanks!

Scott McCulloch
www.myBOBBA.net

* P.s. Bring on the new support panel! *

[Hagg!s]

Update: Spoke to support today. Unfortunately didn't get my problem resolved but they did try. A little more explanation of what I was to do would have been nice as I felt it was a little over my head.

All the same, my opinion hasn't changed and I'd definately still recommend HG.

[GatorDHanna]

Scott,

Thanks for your great post. It's appreciated very much.

If you have any unresolved issues, please let me know what they are (feel free to PM me your ticket ID / a description of the issue) and I'll get them taken care of for you.

Thanks again for the great review and for being a customer!

[Hagg!s]

Hi Doug,

I appreciate the effort you're putting in to assist me.
I spent a good amount of time trying to figure out the issue which - in my mind - should have been easily resolved.

I contact my radio host, who disappointed me with their response time (14 hours) but provided me with new coding.

This was, however, the same coding I was already using.

I eventually discovered the issue myself. Being a novice, I use DreamWeaver and it had decided to create a javascript AS script to apparently resolve incopatability issues with IE.
I took the decision to remove this coding, and instantly on both FF and IE, it was resolved and in perfect working order.

One issue I do have is that on one page, although the correct information is in and it shows up, the radio does not stream.

http://mybobba.net/trials.html
This is the radio we use to trial our applicants before they go "Live".
I've yet to discover why to be honest.

My chat was with Sean I believe and the Chat ID was 498841.
Chat Start Date: May 16 2009 5:57:36 PM

Thanks again,

[GatorDHanna]

Thanks for the additional details. I've responded to your PM.