Dismal service level of Hostgator India

[daredevilrocks]

I run a fairly huge portal and because majority of my traffic comes from India, I decided to shift from HG USA to HG India. However so far this has been a nightmare of an experience:

1. They work as seperate entities so i had to create a new account at HG India and also keep the HG USA account till the transfer has successfully taken place.

2. HG India support is poor in all forms. The technical guys don't have a clue of what they are talking about. They converse in poor language.

3. Its been over 48 hours that i have taken the site down for transfer but these guys can't even do a transfer correctly.

4. Their support on phone and chat is on pathetic (don't even have the last updated ticket)

A very poor experience and even the supervisor was clueless.

[GatorShashank]

Hello,
I went through your ticket and at this point of time your transfer issues have been resolved. The data transfer from your old box to the new one was indeed done correctly. However, your site was making use of two databases which were created externally i.e not from cpanel which were not moved over as part of the full cpanel transfers. I have moved them as well as your custom mysql users. Could you please check and let us know if you still have something setup externally that needs to move over ?

[daredevilrocks]

Kindly look at the following points:

1. The apache modules were not shifted to the new server (basics)

2. The site is still not stable. File permissions which were a replica of the US servers were not taken care for.

3. Even right now i am not able to login to the backend.

4. Vbulletin database is not working

Please note there is a WORKING site which needed to just replicated on the Indian server. This is happening after seeing a working copy on SWAMP.

Kindly note that its 72 hours since my site is down. I have to direct each step and spend time and money in getting it resolved.

I hope you are able to solve the issues than just plain justification. There is a loss of business and time which you wont be able to compensate.

[GatorShashank]

Hello,

Ranjit has worked with you on all the issues and replicated everything. I believe all of them are addressed at this time. I apologize for the inconvenience but as mentioned in the ticket the databases were created after the transfer we could not copy them during the transfer. You can directly email feedback at hostgator.in if you still have issues and we will be happy to work with you.

[daredevilrocks]

And yet again someone from your team even after clear instructions to not touch the databases goes and does a resynchronization without informing and the site goes down. This is the service level you provide.

If the issue would have been resolved using hostgator.in support mechanism it would be easier for me too. However it is not and that's the issue.

[techspecX]

Originally Posted by daredevilrocks

2. HG India support is poor in all forms. The technical guys don't have a clue of what they are talking about. They converse in poor language.

3. Its been over 48 hours that i have taken the site down for transfer but these guys can't even do a transfer correctly.

4. Their support on phone and chat is on pathetic (don't even have the last updated ticket)

A very poor experience and even the supervisor was clueless.

It really has been sucking lately on all levels - I don't even kn ow if the support here in the USA even knows what to do - it is pathetic. If it keeps up I am leaving - the customer comes first HG not your wallets!!!

[daredevilrocks]

I have a question for HG USA team, I understand you guys operate as different setups in India and USA however under a common umbrella brand of Hostgator, When i buy a server, i buy for the brand hostgator and not India or USA. There should be a standardized level of support.

[rangermoore]

This WILL be the downfall of Hostgator if they can't make things work. I guess Hostgator feels that there are NOT enough Americans to do this job...I do not support and never will support moving American jobs offshore to save a buck.

[GatorIAcuna]

Originally Posted by rangermoore

This WILL be the downfall of Hostgator if they can't make things work. I guess Hostgator feels that there are NOT enough Americans to do this job...I do not support and never will support moving American jobs offshore to save a buck.

To clarify, none of our American support service has been transitioned to HostGator India nor have any of our support jobs moved. Our North American operations are functioning as a separate organization.

HostGator India is supported by their own support staff and have their own datacenter and we do apologize if there have been growing pains. We are always looking to improve our services and offerings and expanding with the HostGator India offering is about offering our world wide customer base options and services.

If you are having individual issues please do let us know and we would be more than happy to help ensure you are taken care of. For assistance with HostGator.in please email feedback@hostgator.in and for assistance with HostGator.com please either call, chat in or email in.

[EarlyOut]

Probably shouldn't have put the HG name on the venture.

[rangermoore]

Originally Posted by EarlyOut

Probably shouldn't have put the HG name on the venture.

I agree 100%