HG Support

[wolfone]

There is no support - cant complain about something thats non existant now can we.

I'm going into my second month and I have never come accross such bad response time to tickets, Moving to HG is the sorriest thing I have ever done. In fact, I've begun scouting around for a new host.

I am sick to death of the frustration that they cause me. Its got to a point whre I HATE hosting, I'm beginning to HATE my job. As a reseller with clients, I cannot afford to have such inferior service. In my opinion, the fact that they have 'over 700 000' domains, one would think that they would be more jacked up.

My advice based on MY personal experience with HG is: if you planning on hosting, if you have a small 5 page website by all means go for it - but HG does not have the knowledge or the infrastructure to deal with Resellers - let me rephrase that - to deal with small to large business - If your primary income is through hosting - you have got to let professionals handle your hosting even if it means paying more.

I made the fundamental mistake of thinking that I could be saving with HG as far as hosting fees are concerned. But what I save is offset against the amount of time that I spend emailing, chatting to live chat operators who at times cannot and are not equipped to deal with problems - I'm actually on the losing end here. Today I've lost an entire day of work - and money - because of this ssl issue that HG has not been able to resolve. I'm up to my neck in work which has to be completed - I'm having to work from 6am to most nights 2am in the morning and the most of the idle time inbetween is waiting for HG to get their freakin arses into gear and respond to tickets.

I've said this once befor in a post and I'll say it again. How on earth can HG add new features. They cant even manage the ones that are in place and ones that they should by now be familiar with.

So to those of you considering HG. You could be the lucky one who gets favourable attention BUT you could also be the one who suffers from the incompetance of staff, systems and ask yourself are you willing to take the risk, especially if you are a reseller with high standards.

Hostgator gives Hosting a bad name.

[GatorWesley]

On ticket ID EV-2404846 you replied to the ticket 4 times which caused a massive delay in response time because every time you update the ticket it knocks it to the bottom of the queue since we answer the oldest tickets first.

On ticket NHX-2411548 submitted today at 10:52am I have just replied stating that you will need to generate a csr with us and have your certificate reissued because it is returning errors.

Ticket NBG-2411531 is a new ticket asking for the status of your other tickets.

Ticket EGD-2410128 was complaining that we emailed your client on a ticket, when their email address was entered as the contact email address on the form. If you do not want them to be notified in a reply, then please enter your email address and not theirs.

Ticket BCQ-2410091 is another ticket that is referring to the same issue on EGD-2410128.

Ticket IDG-2410081 is a duplicate request.

Ticket AGL-2405211 is complaining that your two CSR requests were not replied to, but they both were and I replied with the CSR from both tickets.

Ticket GGI-2411558 was an SSL request sent at 10:52am today and was replied with completion at 12:23pm today.

Right now we are just waiting for your new CRT to be sent for your 2nd cert that we could not install because we received errors from the certificate itself. Your other certificate has been installed.

In the future to avoid long wait times, do not send 3-5+ tickets on the same issue as it slows down response time for not only your ticket, but other customers as well. Try to keep everything in a single ticket and if you are not receiving fair response time, feel free to call us to come into our livechat to have one of our agents check the status of it.

I have assigned these issues to myself and will be personally handling them with you today to make sure everything gets done to your satisfaction.

[GatorWesley]

It looks like everything has been resolved on your account. Please let us know if there is anything else we can do for you.

[wolfone]

Originally Posted by GatorWesley

On ticket ID EV-2404846 you replied to the ticket 4 times which caused a massive delay in response time because every time you update the ticket it knocks it to the bottom of the queue since we answer the oldest tickets first.

Well replying to the ticket 4 times just shows how many times I logged in trying to get some response - the 4 times certainly was over a period of 4 minutes first ticket on new system was submitted on the 5th not too mention the time that the ticket system was down - twice in fact - and let me quote what is mentioned in the emails we have to reply to from the new ticket system" Feel free to reply to this ticket as many times as you feel necessary. The more information you provide the better we can help serve you. Replying to a ticket will not alter your place in our ticket queue." a bit contradictory dont you think


On ticket NHX-2411548 submitted today at 10:52am I have just replied stating that you will need to generate a csr with us and have your certificate reissued because it is returning errors.

Let me just state that for the two domains in question, I completed the 'generate csr' twice the first was on the 4th of Feb and had your ticket system not gone down it would have been the 3rd of Feb - the first time you guys did not get it - Pauline confirmed that with me" on ticket HFG-2401206. What causes delays too is that when the tickets are replied to by HG in the new ticket area - one does not receive notification of that reply, to which I responded that a customer cannot be expected to stay logged into the ticket area waiting for replies to tickets. I have noticed that since Paulines first reply there has been a second which has only now been noticed today and to which I received no notification that she even replied.

Ticket NBG-2411531 is a new ticket asking for the status of your other tickets. This just proves how long one waits that one has to constantly log in to submit tickets to find out what is happening

Ticket EGD-2410128 was complaining that we emailed your client on a ticket, when their email address was entered as the contact email address on the form. If you do not want them to be notified in a reply, then please enter your email address and not theirs.

"why does HG not have a very good look at the form which one has to complete when requesting the ssl installation. its certainly not very clear - I was also informed by a live chat operator that the first 4 fields are for the clients infomation and the only fields I have to complete are the ones requesting the reseller info" One should be able to clearly distinguish which is the clients info and the reseller info.

take a look for ex. fields are in the order they appear on the form.

Your email *
Domain Name *
Your Sites Username*
Your Sites Password*
Reseller Domain
Your Reseller Username
Your Reseller Password

now where anywhere on the form does it state that if you are a reseller where you fill in the info for the domain for which the cert is being requested an that is why I spoke to a live chat operator and was told to fill in the clients info for the first 4 fields and enter my reseller info for the last 3. Priscilla - if my memory serves me correctly - The field on that form can be made to be more clear as to what info you want where.

Now notwithstanding that I entered the wrong email address in the field which led to my client being emailed with a direct link to my account area, the fact still remains none of the emails, support tickets which I submitted afterwards was replied too until I made the post in this forum. Please note that from the time I generated the csr 4th feb now its the 7th ==== 3 days already.


Ticket BCQ-2410091 is another ticket that is referring to the same issue on EGD-2410128. yet again just shows how may times and how long one waits for response these emails wouldnt be necessary if the response was prompt

Ticket IDG-2410081 is a duplicate request. yes again I had to request - you need to realise that the more crap I get from my clients that crap is jsut goiung to go straight on to HG

Ticket AGL-2405211 is complaining that your two CSR requests were not replied to, but they both were and I replied with the CSR from both tickets. You replied today to csr request which were lodged on the 5th Feb - so you a bit behind time - I had by this time already sent both the certs in the zip folder as was requested from my client in the email sent to her. Notification of the receipt of the certs in the zipped up folders was never received. When I sent you the certs zipped that was the 2nd submission of the certs. - the first you did not get and let me remind you I had to send that to your email address since the ticket system is not getting attachments - not my fault

Ticket GGI-2411558 was an SSL request sent at 10:52am today and was replied with completion at 12:23pm today. since no reply to the first ssl installation request was sent and I had been told that the email address was wrong - I submitted the installation request again - again it was the 2nd time i had to request the ssl installation

Right now we are just waiting for your new CRT to be sent for your 2nd cert that we could not install because we received errors from the certificate itself. Your other certificate has been installed. I see that since my post about HG not providing efficient and prompt response the matter is now only being attended to and that about a few hours ago since my first attempt to get suport on the 3rd Feb

In the future to avoid long wait times, do not send 3-5+ tickets (I wouldnt need to send 3 - 5 tickets if response to the first one was prompt) on the same issue as it slows down response time for not only your ticket, but other customers as well. Try to keep everything in a single ticket and if you are not receiving fair response time, feel free to call us (I am certainly not going to be phoning you from South Africa again- why dont you call me) - in actual fact - I did call one night only to be kept holding on to some recorded message - it cost me a fortune and amounted to nothing to come into our livechat to have one of our agents check the status of it. that I do frequently too - the names of very helpful and knowledgable agents I know by heart and there are some that dont know their behind from their elbow.

I have assigned these issues to myself and will be personally handling them with you today to make sure everything gets done to your satisfaction.

You have dealt with it in a quick efficient and prompt manner for which I thank you. It is a customers right to receive good service. Customers pay for it. I'd even pay more just to ensure that when its needed its there. The age old proverbial saying Time is Money - well I give you my money - you give me the time.

[wolfone]

Originally Posted by GatorWesley

It looks like everything has been resolved on your account. Please let us know if there is anything else we can do for you.

Well Wesley if your intervention did not come about when it did - I can promise you from the bottom of my heart - My new hosting account elsewhere would have been set up by now.

You are the kind of person that I enjoy dealing with - a straight no-nonsense kind of person who gets things done.

[GatorWesley]

Originally Posted by wolfone

Well Wesley if your intervention did not come about when it did - I can promise you from the bottom of my heart - My new hosting account elsewhere would have been set up by now.

You are the kind of person that I enjoy dealing with - a straight no-nonsense kind of person who gets things done.

You're welcome and I'm glad we were able to get everything worked out for you today.

I'm forwarding the remaining ticket issue over to our programmer and should have that resolved for you shortly.