How many techs does it take

kingtech · #1 02-08-2008, 03:54 AM

I have been a HostGator customer for almost a year. I have had good experiences and bad with hosting companies. For the most of the last year, I have been very happy with them.

I do have a peeve though. The telephone and livechat and support ticket system need an overhaul. I am sure that the staffing shortage is one part of the problem, but another is simply the way the problems are handled.

I paid to have a SSL cert installed on one of my domains on Monday, and provided all the relevant information. I did have the SSL cert created elsewhere, but I had HostGator generate the CSR and RSA key which were used to create the cert. Today is Friday, and it still is not installed.

The support ticket system seems to have a 6-12 hour wait before I get a response. The responses require me to respond. Wait another 6-12 hours. I called at 10:30pm and was told I was 5th in line to speak with a tech. Spent 45 minutes on hold, finally I am next... or thought I was, until I was disconnected. I call back, caller number 3... wait another 30 minutes... talk to someone on livechat while waiting on hold... their response was "hold on a moment" and put me on hold for another 20 minutes. Meanwhile, Raul - the technician I finally spoke to, told me I had to wait on the response from the ticket system. I asked to be referred on to the lead tech.. Hold again for 10 mins. Nathon gets on the phone and apologizes, looks up my ticket, tells me he is going to have someone take care of it right away, and that I should receive a response on the support ticket within minutes.....

That was hours ago and no response, and https:// on my domain pulls up an error code.

In a situation like this it would be nice to be able to actually speak with the person on the other end of the ticket. Sometimes 2-way instantaneous communication really helps to solve problems. But I was told that the techs cannot talk to anyone directly - they only handle tickets. So I will probably get a support response in awhile asking me to please fill out another request for CSR, which I will do, and then I will have to wait for an admin to do this. Then I will rekey my cert, and send all the data to hostgator again, and wait for an admin to try to install it.

If I had root WHM access to my server, of course I would not need to ask someone else to do what I need done. It is just really frustrating knowing what needs to be done but not having any help from HostGator towards a TIMELY resolution. (4 days in the support queue now.)

It should only take 1 tech.

kingtech · #2 02-08-2008, 04:04 AM

I guess that's what I get for not buying a comodo ssl cert from hostgator? Sure, it may cost me less money to go with another CA, but HostGator will make the money I saved worthless with the time and frustration.

kingtech · #3 02-08-2008, 10:15 AM

quality is obviously not job one around here... still no response from HostGator on resolving this.

kingtech · #4 02-08-2008, 10:16 AM

Lovely. Now HostGator's web site is having problems with the number of MySQL connections.

kingtech · #5 02-08-2008, 10:28 AM

Here is a question - why does HostGator turn off the integrated SSL manager in cPanel? This whole thing would be a non-issue.

***GatorWesley*** · #6 02-08-2008, 10:49 AM

I'm terribly sorry but it looks like that ticket was put on hold by accident so it was not visible in the queue. I have waived the $10 installation fee and the certificate is now installed.

If you need anything else at all please let us know.

kingtech · #7 02-08-2008, 10:58 AM

Thanks Wesley. I appreciate it.

kingtech · #8 02-08-2008, 11:01 AM

Any reason why the SSL manager is off? (It actually appears on, but the functionality is off)

***GatorWesley*** · #9 02-08-2008, 11:02 AM

You're very welcome.

The reason why you cannot install an SSL yourself is you have to have root WHM access to change an IP address. If an SSL was installed without changing that first then it would create quite a few problems.

At the end of the day it's really a security practice so that other users don't have access to change the IP of other users.

Can I go ahead and change this to a positive resolved thread?

kingtech · #10 02-08-2008, 11:33 AM

Sure... it was resolved.. thanks to your help... not so sure that it was a "positive" experience though.

***GatorWesley*** · #11 02-08-2008, 12:35 PM

Understood, I will just post it as resolved then

kingtech · #12 02-08-2008, 06:58 PM

AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAH!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

GREAT!

I had it resolved, but now the ticket that got misplaced got picked up and some other tech has come in and screwed it all up again.

LOVELY.

(ticket number 2402146)

kingtech · #13 02-08-2008, 07:06 PM

BUMP bump bump

kingtech · #14 02-09-2008, 01:17 AM

Now I am really starting to think that malicious actions are coming from the HostGator staff....

After my last post, someone properly installed the SSL cert, and everything was functioning fine...

I came back a few hours later and now I am getting error codes on the https again.

I am seriously considering another hosting provider, and would recommend that anyone else do the same.

This is ridiculous.

kingtech · #15 02-09-2008, 01:22 AM

Oh yeah, this is day number 6 on the SAME ISSUE!!!!

(Which actually would take about one minute to resolve)

***GatorAngela*** · #16 02-09-2008, 10:23 AM

Hello:

There were so many tickets open for the same issue it caused some confusion with our sales administrators who install the SSLs; however, we were able to resolve this problem for you.

Thank you for allowing me to work with you.
Angela