Is it that hard to solve a problem?

[Synthesis]

Hi i'm a very new member of HostGator, it has been nearly two weeks i'm here. This is my first host company, firstly it gives me an inner trust without knowing anything, and i stated millions times that i love this place.

Here's my problem which never been solved and i'm ignored everytime i say that. I wanted x264 support and i learned out we had to pay for it, okay no problem, i did pay for it and waited like 10 hours, it has been setup but when i try to generate thumbnails for my videos, it didn't work. I tried over and over again, and contacted support, here's our journey began.. I almost posted 20 messages and contacted live support more than 30 times, everytime they escalate but no one solved my problem. Without generating thumbnails, a clip site is nothing. No one tries to help, they write me a message i instantly reply but no reply 10 hours or more. Why should i have to wait for much? It has been 3 days i can't maintain my web site. Why?

Now i want them to uninstall paid installation and setup free version of MMPEG again and chargeback my money to Account Credit so i can use it next month. I'm not a rich person to invest for paid installs everytime, but thumbs don't work anyway.

Everytime i write message, i get irrevelant answers so i have to wait for another 10 hours with no solutions. PLEASE, return my FFMPEG to Free one and chargeback money to Account Credits, i see u can't solve thumbs problem, give back free version, i SOLVE it for me. Or really i'll have to look for another host company although i trust u that much.
By the way. Here's the ticket which kills me
BFF-14326955‏

[GatorJoshL]

Good morning,

It looks like our administrators did everything they could to get these unsupported 3rd party applications installed for you. We install things for customers all the time, sometimes they require admin time as they take so long to install that we have to dedicated one of our admins away from doing tickets from customers, to install the custom script.

I will be glad to put your container back to just FFMpeg, however please realize we just install software we do not offer configuration or tweaking of the installed 3rd party apps. If you need that, I suggest that you find a free lancer that is familiar with the software you are having us install.


If you need any assistance from me personally, just shoot me a pm or email at joshloe@hostgator.com and I will be glad to assist.

[Synthesis]

Let me make myself clear sir, i was succesfully generating thumbnails, but then i asked HG to update my ffmpeg and put x264 support in it but then i started to receive error for my video files, its unusual, when i check my successful logs from before dates, here 's the version of my ffmpeg "FFmpeg version SVN-r19795, Copyright (c) 2000-2009 Fabrice Bellard, et al." but when i check it now its "FFmpeg version SVN-r23100, Copyright (c) 2000-2010 the FFmpeg developers", i just want old version back because i'm having problems with new one, i couldn't start promoting my web site, i'm only messing with problems sir and furthermore, my ip's not resolving i have been shooting tickets all the time, when i ask your technician's to check if my web site's loading they all say "no". They all say "its unusual, it shouldn't be happening", sir what's my fault? Tell me and i'll accept. Please return my ffmpeg to its older version because it was working. I don't want a custom thing from u, i wanted and it didn't work then. I'm disappointed, i only want old version back, i wrote that too in the starting of this. And please check my web site if its running, again i say i love this company ur doing your best my first goal is to start my web page my second goal is your maintaining your excellent service.. My best regards.

[GatorJoshL]

Good morning,

No problem, I have one of my top administrators putting the version of FFMPeg back to SVN-r19795. Can you please PM me any other issues? I'll be glad to personally assist you with any other issues you see. I can see your site when I go to it at this time.

[Synthesis]

I JUST LOVE THAT HOSTING COMPANY. Sorry if i'm shouting. Problem solved! I really love u guys and ur making ur business very very smart and decent work! Polite technical stuff instantly replies unlimited support, i gladly suggest u to anyone wanting to have a great web site, even to newbies! As i always said, I LOVE HOSTGATOR, no other host company can give this inner trust i swear.. Thanks, i'll be here forever..And tell everyone about u. Thank u a million times... I will finish my paragraph with a lyrics of Linkin Park if u don't mind,

And now
You become a part of me
You'll always be right here
You've become a part of me
You'll always be my fear
I can't separate
MYself from what i've done
Giving up a part of me
I've let myself become you..

Keep the great work...

[GatorJoshL]

Awesome, I'm glad we could get things worked out. Shoot me a PM if you ever see any issues and i'll make sure its taken care of.

Happy Holidays, I shall end with lyrics from my favorite holiday songs... Jingle Bells.

Dashing through the snow
In a one horse open sleigh
O'er the fields we go
Laughing all the way
Bells on bob tails ring
Making spirits bright
What fun it is to laugh and sing
A sleighing song tonight