Hostgator technical support not as good as it use to be

[tinggg]

Hi

I thought I joined Hostgator 3 years ago but I just checked and it was 4 years ago this September. At the time I did lots of research and Hostgator stood out for its customer service, which was a priority for me, so I went with you guys. At the beginning it was great and over the years I have recommended you to many, have an affiliate banner on one of my sites and I did this because I believed you were the best.

Over the past year I contacted you 6 times and I’ve noticed the quality of replies have really deteriorated by that I mean, you give the bare minimum of information, usually 'read this', usually require further clarification in another email and are generally not as helpful as Hostgator use to be.

Over the past 24 hours I have been involved in a very unsatisfactory experience with Hostgator - I was having a problem setting up redirects for a add-on domain and I thought this would be a common enough issue to get some help on...but no....

I won't bore everyone with the details here but I lodged 2 tickets:
1. CGS-2910793 where I complained about your live chat "technical support" where I was asked for my login and password followed by being left waiting for over 4 minutes on one occasion and other lengthy gaps, and then basically dropped by your rep. I provided the transcript of that. I then tried your live support again and unfortunately I haven't got the transcript of that but it was similarly absolutely useless.
2. MKL-2910786: this is where I described in detail, providing examples, of the issue I was having. 10 emails later what I should have been advised after my first email was explained to me namely that "Cpanel's redirects are for plain file redirects" but because I wanted folder redirects that I had to do a mod_rewrite - an example was then kindly provided for me to replicate and away I can go.

If it was easier for me to go to another host then I just would, even writing this is a further use of my time but I’m not going to let it go without mentioning it. I am well and truly unimpressed.

Regards
Nicola

[GatorPatrick]

Nicola,

Let me start by apologizing for the poor experience you had with us. We strive to make every support experience a positive one. On the first ticket with the chat transcript you were unfortunately caught in one of our late night beta tests of our new chat system. We actually had a restart of our chat system that time due to a bug (which has since been resolved).

The mod_rewrite ticket you reference in the second ticket ID should have been escalated off the bat to an admin who was well versed in mod_rewrite and regular expressions (our upper tier) and handled accordingly. I will speak with the administrators involved in that ticket to ensure this does not happen again.

We are constantly looking to improve our performance as a support team and I thank you for bringing this to our attention. I am crediting your account for a free month of service as I feel we could have done better here and I'm sure we will provide better service for you next time.