[Closed] Service?

[Thomas]

Stats for my main and resold accounts have not updated since June 15. I would like to share with you my 5th and most recent email response from Gator Support.

...if you are using webalizer to view your stats, then we recommend you to use Awstats as you can update the stats on your own using Update now. So you wont have to request us everytime to update the stats for your domains.

Custom error pages have not worked on any of my domains from day one (June 8th). Email response from support?...

... ...crickets... ...

I have two new customers who think I'm a webhosting hack, and I have four other precious established accounts that I simply don't dare switch over to Gator.

[Matix]

lucky you, i dont even get those

i must say after committing myself over the last few weeks and dropping an alternate hosting provider, I am tempted tol continue looking for a real hosting provider that will not only answer support questions, but not respond to my queries for the umpteenth time with:
whats your username and domain name?

i mean really, you would expect that support threads would be, well, threaded, so they could read the previous email or something silly like that. (previous emails contained my username and domain name)

to me it looks like monkeys action support queries, and its a different monkey that reads each email you send so they have no idea what you sent the previous time.

im sad atm, but am hoping that things will get better

[GatorBrent]

Thomas was is your ticket number?

Matix if you email in randomly not saying who you are of course we have no idea who you are..

If you open a ticket stating who you are then continue that same ticket by replying to the email you receive without starting a new email we already have your information. So make sure to hit reply rather then creating a new email.


I'm moving this to support since it's a suport issue and not really a review. Let's work to figure out what your problem is...

[Matix]

HGSupport #KLV-27613-797

yes i only respond to email support tickets (the subject gets preserved that way)

note that the last time i replied was Tuesday 5:pm(my time)
it is now friday 11:am(my time) i have not heard back since then

thats why im getting sick of the lack of support atm

my email dated which i sent:
Date: Tue, 22 Jun 2004 09:51:41 +1000
said to you had the CORRECT username, domain name and IP in your previous email

the email i recieved in response after my above one says:
What is your username and domain with us?

ps. i actually hope that you dont use monkeys for support staff, i am hoping that you turn out to be a reliable web-hosting provider so i can stop looking for one

[Thomas]

Okay, I didn't mean to start a fire here. I DID post this issue in General Support (no answers) but I felt that the email support response I got (top of page) was so outrageous it deserved some time in the "Experiences" spotlight.

Q: Doc, it hurts when I do this.
A: Don't do that.

Gator_Support, I have emailed you my ticket number. I sincerely hope we can find some answers. And I look forward to telling the world how it all turned out great. I'm a pretty low-maintenance customer. And I am very patient - to a point. But I can't sell broken stuff.

[sonic]

...if you are using webalizer to view your stats, then we recommend you to use Awstats as you can update the stats on your own using Update now. So you wont have to request us everytime to update the stats for your domains.

So Gator Support do not recommend webalizer, they recommend Awstats instead. However, webalizer is fully functional, and Awstats is not fully functional as dns lookup is off (so countries do not resolve, and my clients are complaining). This looks contradictory to me!

I have made suggestions
( http://forum.hostgator.com/viewtopic.php?t=810
http://forum.hostgator.com/viewtopic.php?p=3222 )
but nothing has changed so far

sonic

[GatorBrent]

We don't recommend either. That was simply one response to a long ticket


Matix. Your domain and username was requested once in that ticket. You opened it not saying who you were. One of the techs was able to somehow find out your account. Not even sure how...

The ticket being huge another tech didn't see where your username was mentioned since you never actually said it yourself till he requested it.

You deserve an update here it is...

Spews.org is a scam list. They don't remove blacklisted ips without bribes in most cases. We sent them an email trying to find out why yours was blacklisted. As usual they ignore all contact efforts.

They use to be a big spam list about a year ago until they blocked the entire internet as spam. Yes the entire internet. VERY Few people use their list because of this stunt and the fact they fail to remove clean ips such as your own. Why did they black list your dedicated ip? Who knows your ip has never been used by anyone that we've hosted but you. My guess is they are blacklisting the entire C class which is probably a 100 servers from a single site on a single server that spammed. Many times they blacklist the entire datacenter. We can give you a new dedicated ip if you like, but chances are that ones blocked with the rest of the innocent boxes they are blocking.

Let us know how you want to proceed. Although contacting them to get it removed is pretty much useless. They are a small list that nobody uses anymore. Might be best to not worry about it, but let us know if it's in our power we will honor your request.

[l337hosting]

:?

[Thomas]

Agreed.

My post started as an opinion piece in "Customer Experiences" and got moved here where it has turned to mush. Feel free to close or remove it.

Thomas