mixed support review

tydReseller · #1 03-13-2006, 11:35 PM

I will start off by saying that 90% of HG support is top notch, even the canned 'all fixed please confirm' responses with no explanation of the issue. I can let those roll by with a smile.

Im new to the hosting world, so if im mistaken on this, I appologize. I recently had a clients site suspended for spamming. While I totally agree to the suspension, and time it can take to make certain that all the proper steps are taken, I do not see how 24 hrs can go by without a response at all. Much less 48 hrs and the only responses I got were

Quote:

the first thing you need to do is talk to them and find out why they are spamming. they would know their own account, better than we would =) Thank you for allowing me to work with you!

and

Quote:

It may be from some insecure scripts on their website. Do they have any formmail scripts setup? Thank you.

I can see how taking the needed steps can take a long time. However the long gaps in communications and lack of information in the responses leaves me confused at the least. I dont see how such a long time can go by and not receive any information as to the status of the issue. So far all I can tell my client is: your suspended 'cause you were spamming.

Am I wrong to expect a tad more communication from support/abuse?

tydReseller · #2 03-14-2006, 06:02 AM

Its getting worse as time goes, still no response. 10 hrs since my last email sent in. 24 hrs since my last response. I was told over the phone that 'these issues can take 24-48 hrs'. Im starting to think they meant that is between responses.

3am site suspened
6am i respond and ask a few questions
12noon i got a response - questions not answered
330pm i reply with questions again
6pm i reply with a few added questions
1am i got a reply still no questions acknowledged
7am i send a reply again
830 pm i again send a reply
7am I added this post.....

still no information other than 'they were spamming' and the exim lines to prove it.

tydReseller · #3 03-14-2006, 08:14 AM

updated:

I spoke with support via telephone this morning, and the site is back up. Ive changed ALL passwords associated with the account, and looked over the files once again. I was told that I would get an email with all the information in a few minutes.....that was a few hours ago.

Now the site is up and I still dont know the details as to how it happened. So Im leaving this at neutral until I hear back from abuse.

tydReseller · #4 03-14-2006, 02:48 PM

update:

I waited until this afternoon, and still no response from ANY of this. I again called support and was told I would recieve an email in a few minutes reguarding all the information I have asked for.

I still have gotten no reponse on this issue. I am amazed at the lack of response for this issue totally.

***GatorBrent*** · #5 03-22-2006, 10:37 PM

Is this still an issue? If so what's your ticket number?

tydReseller · #6 03-23-2006, 07:20 AM

I finally was given a verbal explanation at what was going on, well after the site was back up. What concearns me is that no one seems to even acknowledge the huge gap in communication.

Just to clearify, HG support is 90% of the time, totally on top of any issues I have, but this was a very bad exception.

After my verbal explanation I finally recieved the email I was told I would get, about a day later. I would like to note that none of my questions were really ever answered because once they got to it, it was to late to look at the logs according to the last person I spoke to on the phone. Which is why I left this as a neutral post.

Heres my ticket number in case you want to verify any of this:
[#VOD-790988]