A Loyal Customer For Many Years But Now Very Dissapointed!

[Nick Reet]

I have been a loyal customer of Host Gator for over two years, the reseller package I rent from Host Gator has always been superb until recently.

The reseller account I have with Host Gator is used to host 18 customers, not a massive amount but a few of these customers use there hosting on a very large scale. I have experienced one or two problems and outages over the last two months that I am very annoyed about.

The first problem I received was an apparent scheduled downtime on the hosting server, which was for a disk check. I understand that a disk check needs to be done, but no emails were sent out to inform me of this outage, thus I could not inform my own customers of the scheduled downtime.

My customers are all based in the UK and the servers disk check was scheduled for a Monday Morning at 9pm GMT, this meant that my customers were unable to use any of their paid hosting facilities for over an hour. This was a massive problem for my company and has co currently lost me some of my clients due to this downtime that was only posted on this forum and not emailed to any affected Host Gator customers. I feel that this was a very unprofessional approach on Host Gator's part and made me loose some faith in the customer support offered.

My second problem I encountered was today in the early afternoon around 3.00PM GMT. All my hosted customers could neither send or receive emails from there designated domain names. This again was a big problem for my company when I was trying to reassure my customers that the problem was a short lived issue and would be fixed very quickly.

I contacted live help on the Host Gator website (ChatID: 1914366). The technician was professional but took a while to identify the problem and get a system administrator to sort the issue and get the email system back on line. I then asked for a reason why the problem has arisen and the technician was unwilling to offer a proper and full explanation.

Until recently I have always held the services Host Gator offer in the highest possible regard, but now I am beginning to loose faith in using a hosting company based in the USA due to the recent problems I have encountered.

Thank you,

Nick Reet.

[GatorJoshL]

Nick,

I am very sorry to hear about the issues you are seeing with HostGator.

The scheduled disk maintenance is not emailed out to clients because it rarely takes longer then about 15 minutes to have the disk replaced. We encourage you to keep up to date with our "Network Status" page where we list all scheduled events.

Regarding your email being down, can you PM me a ticket #? Also could you PM me a good time and number to call you at? I would love to address these issues with you one on one and make sure we have everything resolved for you.

Thank you.

[Nick Reet]

I would like to now say that the problems that I described in my first post have now been resolved.

My faith in Host Gator's ability to offer excellent levels of service and support have now been reinforced.

A special thank you goes to Josh L for taking the time to personally contact me in regards to the problems I recently experienced.

Thank you.

Nick Reet