Hostgator support are becoming 1 of the worst

[royalmice]

I have been with Hostgator for just over a year. In the beginning i decided to pay the extra bit more than other host will charge, because the reviews on Hostgator support were great, and indeed i had no initial problems and support was fast and friendly.

However this was short lived as lately there has been allot of problems. Live chats seem to take forever before they are answered, and when answered they seem to be chatting with 20 people at the same time, because the replies is so Slooooowww, it takes at least 30 minutes to get something basic sorted out.

I have been told there are big staff problems and they are busy reqruiting a additinal 20 tech support. In the meantime, dont expect much in the line of support, even though u r paying for it.

I just purchased a dedicated server from the Elite. well it has been i think 20 hours and still waiting for the server (no problem i understand it takes time to set up), but dont promise me it will take less than 6 more hours and after 10 hours still notjhing (Live support Daniel).
I had to spend almost 2 hours chatting with live support, explaining i have not received a ticket after purchase, they eventually resend it. But now i cant even log in to the ticket system as the user name and passw. are rejected (same usr. and passw. i was given at sign up), tried to explain it now to 5 different live help that i cant log in to check status of my ticket.... Well now i just gave up and will wait and see if anything maybe happens.

I areally used to like Hostgator, but honestly the level of support is getting worst by the day.

PS - MY new server ticket is
Ticket ID: NDC-243679



Maybe son the level of service will soon return to what it used to be.

[GatorWesley]

Hello,

Dedicated servers are usually setup within 24 hours, but can take a little longer on the weekends sometimes. I am sorry you were mislead on that by one of our chat techs and I will definitely be speaking to him about that.

Yes we are experiencing some staffing problems, however we have full classes of training every week and will be filled with a full staff to support our needs within the next few weeks, so we appreciate your patience in this.

[royalmice]

GatorWesley

Thank you for the prompt reply to my post.

Just wanted to let you know that i still have not received any news about the server i ordered, it has been 32 hours since i ordered.
Last night i was in another live chat and was again told, it will take only a few hours more, that was 10 hours ago.

I am on the moment in a live chat, have been holding for 20 minutes, and below is all i have achieved in 20 minutes

Marco: Welcome to HostGator, how may I assist you?
Michael: Could u please tell me what is happening about the new dedicated server hat i ordered : Ticket ID: NDC-243679
Marco: One moment please



You mention you are doing training, could i please ask that you teach your live help staff to always keep the customer informed of what they are doing, what they plan to do. Dont just say one moment please and then make me hold on for 20 minutes. I dont mind holding (actually i do), but please tell me whats happening, like " please hold i need to check the order book, and please hold i cant seem to find your order but i am busy looking, blah blah.

Just to let u know i am still holding on with the chat, no feedback yet....

I am starting to regret ordering a server from Hostgator, given your continously detoriating service

[GatorWesley]

I will have that agent's chat records audited, but I assure you it is not a common practice for our customers to be left on hold for 20 minutes for a single request on a chat.

Unfortunately dedicated servers can take longer on the weekends to setup and again we apologize for the delay against what you were told in chat.

[royalmice]

Still no server...

[royalmice]

With regards to waiting 20 minutes for a reply.
Below is the summary of my chat log
General Info
Chat start time Jan 27, 2008 6:49:21 PM EST
Chat end time Jan 27, 2008 7:18:25 PM EST
Duration (actual chatting time) 00:29:03
Operator Marco


So u see it tok 29 minutes, and all i asked was : Could u please tell me what is happening about the new dedicated server hat i ordered : Ticket ID: NDC-243679

[royalmice]

How do you explain the below chat log, i was just cut off at the end
Please wait for a HostGator operator to respond.

Welcome to HostGator Live Chat! You are now chatting with 'JeanKarlo'

JeanKarlo: Welcome to HostGator, how can I assist you?

Michael: Ticket ID: NDC-243679

Michael: Please tell me what happned to my server

JeanKarlo: Please wait while I check with an administrator.

JeanKarlo: Thank you for waiting.

JeanKarlo: I have been told by the lead admin on duty that he will take care of the issue at hand.

JeanKarlo: The ticket was received in a support address that is not normally checked. That is why 2 days have passed without an answer.

Michael: Iam sorry what are u saying

Michael: when will my server be reasy

JeanKarlo: I'm not privy to that information, only the lead admin.

JeanKarlo: That is why he must answer you directly.

Michael: Welli am about to cancell this purchase, unless i can get a answer as to what is happening and how long it will take

Michael: please transfer me to someone who can answer that

JeanKarlo: Sure.

Michael: Jean Karlo whats happening please , it has been 3 minutes since you sud "Sure"

JeanKarlo: I'll be transferring the chat now. One moment please.

Please wait while I transfer the chat to 'Nathon'.

Welcome to HostGator Live Chat! You are now chatting with 'Nathon'

Nathon: Hi

Nathon: What can I do for you

You are not currently in a chat session.

[royalmice]

ASfter i was cut of from the above chat i managed to connect again and finally found Nathon.

You gonna love the replies, show you waht a bunch of proffesionals they really are

Please wait for a HostGator operator to respond.

Welcome to HostGator Live Chat! You are now chatting with 'Raul C'

Raul C: Welcome to HostGator, how may I assist you?

Michael: Please transfer me to Nathon

Raul C: Ok.

Raul C: What can he help you with?

Michael: Nathon, my chat session was cut off

Please wait while I transfer the chat to 'Nathon'.

Welcome to HostGator Live Chat! You are now chatting with 'Nathon'

Nathon: What can I do for you

Michael: Nathon, whats is happening about my server

Michael: Jean Karlo transfered my chat to u a minute ago

Nathon: Yes that server is still in the process of being setup. It should be completed today

Michael: Nathon this is no longer acceptable

Michael: i would like to cancell my purchase please

Michael: everytime i contact live help i am told it will be a few more hours

Nathon: To do that you need to email sales@hostgator.com with the last 4 digits of the credit card on file or last paypal transaction ID. I cannot do that for you via chat

Michael: there is a online transfer form no

Nathon: I'm sorry I don't understand

Michael: Could you please explain what was meant by the following:

Michael: JeanKarlo: I have been told by the lead admin on duty that he will take care of the issue at hand. JeanKarlo: The ticket was received in a support address that is not normally checked. That is why 2 days have passed without an answer.

Michael: Everytime i spoke to live help i was told, just a few more hours, the last was 10 hours ago, when i was told the server is readu but they need to send me the email

Nathon: I believe Jean Karlo was incorrect when he told you that

Nathon: Your ticket is in the correct queue already

Nathon: Your server will be setup today

Michael: I am sorry but i am not happy with this, and will file a complaint, as i am being told a different story everytime, and it has been 2 days allready

Nathon: I'm sorry but dedi setup time does take longer then a normal account

Michael: yes 24 -48 hours at most,, why dont u check and tell me how long it has been since i purchased

Michael: i will hold on for your answer please

Nathon: I know it has been longer then normal. I do understand that. Your order is already in the correct queue and will be processed today

Michael: Please give me the email where i need to send a email to cancell my purchase

Michael: please

Nathon: sales@hostgator.com

Michael: thank you and have a nice day

Nathon: You too

Nathon: Thank you for using HostGator Live Chat. Your opinion is very important to us. When closing the chat, please take a minute to fill out the brief survey that pops up so that we may continue to improve our customer service and support.

[royalmice]

Wesley,

It is Mon. 18H22 in my part of the world on the moment. I will wait another 3 hours and then cancell the purchase of this server.
Hostgator will loose yet another customer due to poor service, i will take my $273 \ pm for dedated server to a host whom is willing to provide me with quality service

[royalmice]

Very strange,
Called Hostgator a hour ago, was told the server is ready, and they were supriced that i have not been informed. Said they will send me a email to my alternative address, with the server log on details, that was a hour ago, -- still no email. I will now again call them

What is funny to me is that it seems that nobody at hostgator knows what they r talking about, live help, even a admin told me server not ready, 10 minutes later when i called i am told it is ready. do u blame me for being confused.

I will now again call and see what they say this time

[royalmice]

O.K spoke to the same guy again, this time i was told that somebody from that dept. wont be in for at least another 5 hours. Server might be ready tommorow.
Very funny, i could swear the guy said his name is Neil, when he answered the call, but when i asked his name towards the end he sid George. (I could be wrong.

So that is it i honestely think i have tried everything possible to get a server, i have contacted , live help, and i even called.
This will be my final post i am now going to fill in the form to cancell the purchase.

[GatorWesley]

Livechat and our phone agents do not work in the dedicated sales department, only the dedicated members in the ticket system can give you an accurate response about your server order.

As I stated before, that department is on limited staff on the weekends which is why your server is taking longer than 24hrs. The box will be ready early today if you do not wish to cancel your order.

[GatorBrent]

I see your server was delivered. Did you get the welcome email? I saw a note in the ticket saying you were having problems receiving it.


Do you have any recent tickets were you had a problem with a support issue?

[GatorBrent]

Moving until response received. Thank you