7hrs ago i said support has been nice... no longer sure anyone is there

[mdrmike]

I'm frustrated to say the least. 7hrs ago I reopened (for a second time) a trouble ticket regarding a recurring problem that HG support has been unable to fix for three days. In fact I posted about that problem in another thread. Granted I'm on the west coast... but in those 7 hrs I've added a total of three comments to the ticket, inquiring about status at the very least. no one from HG has contacted me in any way.

So I just added a new ticket, in the hopes of getting somoeone to at least respond. here is the text the ticket.

please have someone look at & fix
Ticket: ERS-90525-878
I had asked to have it escalated, but it has just sat since 2pm today (7hrs)
its the THIRD TIME the SAME problem has occurred in as many days.
the permissions on your server keep reverting back to previous NONFUNCTIONAL state... thereby breaking Fantastico.
please fix it!
all relevant information is provided in ticket: ERS-90525-878 -- please work your way backwards from resolution... it'll save you some time.

I'll keep everyone posted of my actual experiences as they happen.

Hey, in the six minutes I've spent writing this post, magically I've had 3 emails show up.

1. First Email was autmated and time stamped @ 9:23pm
2. Second email says this:

   Hello,
   
   I am working on it as it was escalated it took some time to be replied. I'll fix the issue and setup the cron and reply back to you in the other ticket
   
   Best Regards,
   Joe,
   Hostgator Technical Support Department

3. Final email in a 6minute span says :

   Hello,
   
   Its fixed and crontab setup now. Should no longer be an issue anymore.
   
   Best Regards,
   Joe,
   Hostgator Technical Support Department
   Find us @ http://www.HostGator.com/help/

does that mean: they have repaired my problem in full? suppose it was tested? I hope it means they changed permissions and updated the CRON job to prevent it from once again undoing their work. Kinda sounds like it.

I dunno, I'll post back, but my fingers are crossed.

but can you imagine? Third recurrence of the SAME problem. 7hrs ago I REOPENED. Took a total of six minutes to fix from the time I submitted a second ticket on the problem. And the final email (I quoted above) sure sounded customer orientated, huh?

Needless to say I'm not left with a warm fuzzy feeling.

[mdrmike]

Ok, looks like "Joe" did good work on the third (and hopefully final) fix.

And to be fair, Im not sure how much time he actually spent on it. It could have been more than 6minutes. But I did wait 7hrs without a reply.

That said, Joe may have received the brunt of my abuse above, as he is the only one named. However, if his fix holds this time, it turns out he is the only one that TRULY solved this problem.

So to be fair to Joe, and to share with the forum how much passing around I experienced I will list all of the people that "helped" me, on what seems like an extremely simple fix. As all three times, once support took the time to understand the problem, it never took more than 5 minutes to fix.

And here they are, in the order of passing around, your very own HG Support Team:

1. Unkown - no name given -- but wasnt the automated "thanks for submitting" email (seemed like it coulda have been template asking for more info?)
2. Hillary
3. Steven (thot he solved, didnt check own work)
4. Shane (also thot he solved, didnt check own work)
5. Martin (didn't even read my feedback Im sure, but somehow thot what he did solved it)
6. Joe (looks like the first time he didn't get it)
7. Nicole (finally fixed it)
   
   some hours pass then boom! no workie, again. Resubmit stating it seems to be same problem:
8. Bryan (seems to suffer from same problem as Martin - didn't read the ticket, thot he fixed, but didn't check)
9. Samuel (again, didn't read the ticket, and didn't fix)
10. Joe (second time around, HE READ MY TICKET, and fixed it! cheers! He was quite nice, but I asked him for more info and he simply said it should be fine in the future & to escalate if it does happen again. I even mentioned that it had recurred & maybe to check CRON. oh well.)
    
    some hours pass then boom! No workie, again, again! Resubmit stating to escalate as Joe suggested:
11. 7hrs... no response
12. submit second ticket asking status on other
13. Joe (fixed it again)
14. Lea (salutations to my "thank you")

I didn't realize I'd have to wait for Joe's shift to begin for someone to look at it. hmmm...

well, there's my experience with HG support. I haven't needed them often. The servers have seldom been down, and the actual hosting has been very good. But Im not sure about either the HG trouble ticket system or the processes. something seems askew. hope Im not being unfair. just trying to report it as it happens.

[GatorBrent]

Your problem was fixed a few times, but it ended up being a problem with fantastico which is a third-party program that keeps causing it to happen again. (might even happen again) I recommend you do not use fantastico and install any needed scripts on your own to avoid any such issues.

Fantastico is not perfect with cpanel. You installed a script nobody else on the server is using and or having problems with.

It takes time to research issues going on with 3rd party scripts such as fantastico. We are not able to guarantee anything regarding it, nor do we offer support for 3rd party scripts however we always do our best to help.


This thread would be better in the support forum so some other people who might have more information on it can chime in. Am I able to move this to the support forum?

[mdrmike]

Brent-
Thanks for the feedback, I got a call from Ben earlier today. He said essentially the same thing: cpanel & fantastico don't get along too well, but felt that Joe had resolved.

In short, I'd prefer this to stay in the "customer experiences" forum. It was an example of my actual experience with host gator support... I was not trying to gain support or answer support questions. Plus there is no real support value in this message to anyone in that area of the forum; other than perhaps your reply suggesting not to use fantastico.

But for the record I could not install drupal, xoops, typo3, osticket, siteframe, webcalendar, or ANY of the shopping carts (osCommerce, cube cart, Zen Cart). You're telling me I'm the only one on my shared server that had ever tried to install these scripts and that was the problem? Or are you suggesting that other Host Gator customers can better tell me what was wrong with why fantastico isn't working with cpanel? (Im sure Host Gator staff can chime in on this thread if needed).

These are really rhetorical questions. As my original post states, the problem was solved. It has been solved three times now.

[GatorBrent]

I'm not sure if you're the one person a has had this problem or not. All I know is I do not remember anyone else contacting us regarding an issue like this.


Next time you have an issue that no one is able to fix request it to be assigned to "lyron"

Are you happy with us besides this one experience?