Initial Reseller Experience

[ricklapick]

In a nutshell, the people at HG rock!


I've been a satisfied HG customer for several years now using a shared hosting package. I never had any problems using a few MySQL databases and some PHP code so I've never had to work with sales and support much. That changed a bit recently when I upgraded to a reseller package and had to work through a few issues, some due to my own ignorance and some not.


Throughout the entire process the people at HG have been efficient, courteous and professional. I've primarily used e-mail support with a few chat sessions here and there and haven't been disappointed by either the speed or quality of the responses.

Given the state of the industry, the limitations of shared reseller accounts (with any provider), the complexity of the some of the issues involved and the widely varying levels of competence (with both customers and providers) I'd have to give HG a big thumbs up at this point. While growing fast in a difficult industry the company in general and the people in particular seem to be performing well.


In the interest of providing a balanced assessment I will offer the following. I think one big improvement would be to provide more comprehensive (and more easily located) documentation for the various procedures and issues customers will have to deal with. I wouldn't have had to contact support as often if I could have found the information that I needed on my own. I suspect the same is also true for others. In many cases that would relieve the folks in sales and support from burning up their time responding to trivial issues. I work in the IT support industry. I feel their pain.


Rock on HG!