Mixed Starting Experience

[bfaler]

I just purchased a shared hosting plan for a local charity, we wished to keep our current email service (we use google apps for non profits), so I contacted sales about doing so prior to purchasing the hosting plan. I was told that I can't modify my own DNS to accomplish this, but I could send my request to the support team and they would take care of it.

So.. we purchased the hosting plan.. and I sent my request to the support team. I recieved my first response from the support team 5.5 hours after submitting it.. not exceptional.. but not horrible either. The response asked me to verify my account identity prior to making the change.. a little odd since the message was sent from the email on file as the account owner.. but again I can understand you are erring on the side of caution.

Finally.. 3.5 hours later.. I get a response saying that the DNS has been changed and that I can update my nameservers to point to hostgator.

Unfortunately, as far as I can tell (it has now been over 7 hours).. the nameservers have not been changed.. dig @nsXXX.hostgator.com -t MX MYDOMAIN.org still responds with the incorrect MX records. So I am left waiting for yet another response from the support team.

I understand that they way your ticket system works updates or replies to a ticket push it to the bottom of the queue.. As a little constructive criticism.. that is really not a good way to handle a ticket a system.. outstanding issues with a response/update should receive first priority.. not be pushed to the bottom of the queue every time a customer responds to it.

P.S. My support ticket is DFQ-2535791.

[GatorJosh]

I apologize for the delay on the ticket response times. We have seen an increase in ticket volume this week. The MX records are now corrected. I updated your ticket with further details on what has caused the problem.

[bfaler]

Thanks Josh. The MX records look good now. It looks like I made a mistake on some of the CNAME records I provided you.. and left the trailing . off of them. I updated the ticket with the corrected CNAME records.

Thanks again for your quick response.

Update: Everything is updated and working perfectly now.