What happened

[psharpe]

I have an HG shared Aluminum account as well as a dedicated server and try not to get HG support involved unless I cannot resolve the problem on my own. For the most part, support has been acceptable since starting the account four months ago.

However; support has deteriorated rapidly in the last month. Phone support has become slower and slower to the point that today I spent more than two hours on hold (over three attempts) only to find that when I reached the #1 spot, my call was dropped. I was able to speak to a support tech only once today but my problem remains unresolved.

The new support ticket system is a joke! Don't even waste your time testing it as it does not function. I've had NO REPLY to ticket FBI-2332133 submitted on Jan 18th. A new ticket today (KVZ-331524) cannot be located in the system and links provided to me by HG in the initial email do not function. As such, I have no idea of the progress (if any) being made on the problems.

HG should worry less about expanding it's customer base and provide better support to the customers they already have. Otherwise; I'm outta here!

[GatorShashank]

Hello,

FBI-2332133 was a possible victim of the helpdesk migration. I have one of our Sales guys looking into that ticket now. You should get an update in some time.

If you do not recieve a reply from us in 24 hours after you send in any ticket, please resend your issue from next time around.

Thanks.

[psharpe]

I have received a reply (not a resolution) to the ticket that was submitted over three weeks ago. I accept that it MAY have been "a possible victim of the helpdesk migration." However; it appears that the complete ticket system that was working fine (from my point of view) has become a "victim" to a new system that does not function. Why would HG launch the new "Gator Ticket System" without first determining that it was fully functional?

I just received an email stating:
================================================== ====
"Sorry for the trouble!
We see that you were not able to login to your account on our support system. As a result of the new system change, some passwords needed to be changed. Your password is ********

Sorry for any trouble this has caused you."
================================================== ====
The password they provided is the SAME one I've had from day one and works fine to login to the system. The problem is not the login, it is the system itself. I cannot view ANY previously submitted tickets. The system does not work!

Now; how about ticket #KVZ-331524? Clients on my dedicated server have no email forwarding capability and I have heard nothing for over twelve hours.

[psharpe]

I wish to confirm that Hostgator support staff have been extremely helpful recently in attempting to resolve my issues. I am now confident that these and/or any future issues will be handled in a very professional and efficient manner.

THANK-YOU Hostgator support staff.

[GatorWesley]

You're welcome!