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#1
08-22-2007, 07:31 AM
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almost gave up! in 24 hours
Hi This will be quite a story to write but I feel it is fair to write it in some detail!
When I signed up 2 days ago there was much I expected and from all reviews noting that great things. the first hours where a real hosting joy and gave the the good impression I needed later to hold on. I had some requests that I entered in tickets as indicated by on line sales support. Although some toke a few hours (which really can be done faster) I was impressed! people where friendly and I really got the feeling they all knew their stuff. Then I realized I got php4 and MYSQL4. Most of my sites are installed on my previous host with PHP5 MySQL5 so I asked if that was possible for my account. the answer was no problem but we need to move you to an other server. I did not foresee any problem so I toke a day of to get the time to move domains. Here a disaster started. I went to bad en next day I saw a support mail that my account was transferred to another server. So far so good I could login to the CP and saw the add on account (i entered the day before) where there. I went to the registrar site and updated to the new nameservers and got after e few minutes a message that the change failed because of the nameservers not being correctly setup. In the error log I copied to the support ticket there where two clear remarks =that I could easy recognize: * primary name server "ns207.hostgator.com."This was the start of a over 24 hours struggle to get things fixed. After entering a ticket for this HSN-166953 and waiting for 2hours for a first answer. I replied again within a few minute with a complete copy of the log. witch was replied on about again two hours later to explain /translate a non important introduction part of the log which was Dutch but with all errors below it in clear English. Again waited a few hours and in the mean time I tried to contact with online support because this was all going so slow. This was the first time I got a better feeling again. I got an operator (Andre F) who understood soon the problem and found out that some things went wrong during the server transfer. First of all I there was a problem in the nameservers for my primary domain that he fixed. Then he found out that my account was changed from baby to hatchling so I would not be able to add domains. He corrected this and found problems in the DSN mapping? that he fixed for the two addon domains. After his correction I was able to update my name servers for all 3 accounts so I was feeling much better. But again when I added a new domain I got the same nameserver issue. I directly contacted life support again and asked for Andre, but I was told his shift was finished and he was not available. I again did my story to the operator. (Still quite calm.) but for some reason he was not able to find the problem. I told him that Andre understood the problem and that he maybe could fix it. This was waived ans told that it was only a small fix for a pointing to the wrong domain. I really needed to update the ticket and it would get a 'critical' classification. I wrote again and waited for almost two hours. I contacted life support again waiting already for over 12HOURS on this issue. Again I had to do the whole story and the guy could not find the problem and he told me to write a summary again, which I did. and Again waiting started. A few hour later I asked life support again. Again another person ( I forgot the last persons name) and again I had to explain all. He required from me that I had to ask my Registrar to explain the error. I entered a ticket there and had to wait for the morning. The operator told me that the whole team was looking at it but that no one could understand what the problem is. They did not understand why the registrar did not like the nameservers. After about 15 hours I gave up for that day and told the operator I would wait for the next day and hoped for a miracle. I was almost there to give up on hostgator withing 24 hours --- Next day I woke up to find the mail from my registrar explaining that it absolutely was a problem at the nameservers of hostgator. I also saw a respons on my ticket with: I checked over your account and it looks ok to me.This was a moment I shouted ARRRRRGGHHHHHH!!!! again ( not the first time these 24 hours and normally I am not like that) Also this guy did not get the message! With a feeling of disillusions I first made a call to my registrar to ask if he could explain me more on this problem and he said some things that almost convinced me to give up hostgator. ( I might write have written them down here if I did not gave it a last try on chat support) I logged in on chat support in a last attempt an was lucky to find the operator Andre F again. He not only remembered my case but after hearing me and reading the ticket he asked me politely to wait a moment. after a few minutes Andre F came back with me and asked me to try. he asked me to delete the addon domain in error and add it again. then try to change the nameserver! and the result, Like Magic!  It worked !! He had to modify something on the server and that fixed it. I think this guy really knows what this all is about. He knows his stuff! Whew where all others left me waiting and kept me busy for almost 24 hours he fixed it in a few minutes!! I only can say CHAPEAU!! I know who is my favorite. there where some other thins that where wrong also like the CP showing wrong limits that he also fixed in a minute. Also some more easy questions about the mail got a fast and correct answer. Where he pointed me at some more adequate config info. I think that url to that would be a good addition I only can say  to Andre F and I hope he get a big one from his management too.I almost gave up on hostgator and now I sure want to give it another try! I hope from now one things will go smooth. I still keep my fingers crossed off course. Just tried not everything So for now it is mixed feeling about the past 24hours to fix something that only took the right person an few minutes. His performance made me change the (-) into a  Bert Last edited by mrbert; 08-30-2007 at 09:56 AM. 
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#2
08-30-2007, 09:55 AM
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Re: almost gave up! in 24 hours(continued)
After my first review, I actually expected some response to react on, but nothing came. so now it time to continue myself.
I had quite some more contact about different things. Some my error, some Unclear,some a configuration thing. 50% I discussed with the same guy, the other events where the other life support people. I can compare this support with another hosting provider I tested in the same time and I must say support at hostgator is much better and more cooperative. One point of improvement I see is the response time on a ticket. Speed of the server seems OK at this moment. although I see quite some fluctuation in load times from <1 sec to >15 sec occasionally for the webshop. I will see how things evolve in time and the maybe I might change my review to a + I changed from am to a ! But for some reason the forum does not change that?
Last edited by mrbert; 08-30-2007 at 10:02 AM.
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