Let Down [resolved]

[PayneAS]

After two weeks of research I decided that HostGator appeared to have the best customer service and options I was looking for in a website. It was probably 10 pm CST when I decided to take the plunge and ran into my first difficulty. I understood that I could register a domain for 10 years but it was only giving me the option for a single year. I clicked the Live Help and surprisingly was immediately connected to a person. Very pleased about that. He wasn't able to change it from 1 year to 10 but told me to email sales and ask them for a 9 year renewal with a copy of the chat log from our session. I asked about the discount coupon I used to register with and asked if it could be applied to the 9 year renewal since I did in fact want the whole 10 years. He said that I would have to include that in my email to sales. Finished my registration and hosting package checkout, received my receipt, and then wrote sales my email.

The sales person responded and was able to answer one question about logging into my domain but when I mentioned my coupon and my 9 year renewal he said that the discount does not apply to domain registration, only to hosting fees.

I was surprised. On my receipt it clearly shows that the discount was applied to both and nowhere on the coupon does it state "hosting fees only". So that is what I responded, in a nutshell.

This is where it goes downhill.

A different person replies to my ticket and states that the billing system incorrectly applies the discount and that if I would prefer, the $3 I was "undercharged" could be put on my 9 year renewal invoice.

To me, the comment was totally unprofessional, rude, and snide. How could he imagine that after such a comment that I would even want to continue my business relationship with HostGator and assume that I would want the 9 year renewal? I hadn't (at that point) even been a customer for 24 hours and I am well within my rights to cancel and move elsewhere.

Instead, he should have simply apologized for the error in billing and said that regretfully the discount does not apply for domain registrations. Would I still like to purchase my renewal for $135?

This experience has left me sick and sucked the joy out of owning my first, very own website.

The ticket is DII-4260033 if you would like to take a look at it and perhaps ask him what was going through his mind when he made that response to me.

Thanks,
Payne

[GatorDHanna]

Hi Payne,

I'm glad I was able to help you get this issue resolved over the phone. Please don't hesitate to contact me if you need any further assistance. Thanks again for choosing HostGator!

[PayneAS]

Thanks for calling and working this out this morning! It was unexpected and appreciated. I was simply expecting a reply to this post or to my ticket but you came through 110%. Have a great day!