8 months now...

[cyberian]

I've been browsing through the recent posts and thought this would be a good time to give my quick thoughts on the past 8 months as a Hostgator reseller.

There have been some posts as of late which have been questioning the courtesy and patience of the support team at Hostgator. Overall, I have to mildly agree with the posts that claim the support is brief and rude (sometimes). HOWEVER, I don't pay to have a bunch of a** kissers on the other end. As long as they know their stuff and can keep me and my clients up and running 99% of the time, I'll stay here forever. But, as one of the Gator techs said in another post, there is MUCH room for improvement on the customer care end. I have had several conversations with techs that have blamed the end-user with no explanation. This is fine, but a thorough explanation of the reason why it's the end-users fault is required. I understand (being in the webdesign and computer services field) that frequently it's a "user-error", but the same message can be delivered in a more customer-focused manner.

That being said, I love Hostgator. These guys really know their stuff and respond pretty fast normally - sometimes a ticket can slip through the cracks, but there are so many ways to get a hold of these guys.

My website has NEVER been down. My email has been down once - temporarily. That is in EIGHT months. Not bad. I'm impressed.

So, I was trying to keep this "fair and balanced" so that potential clients can see the big picture. If I had to do it again, I'd go with Hostgator - no questions asked.

[cyberian]

Just to add to my comments ... their support quality has dramatically increased since I first signed up. Now they have a handy ticket system, "scripted niceness" i.e. dear valued customer, warm regards, etc. Love it.

You guys are on the right track, keep it up!!!!