My Experiences with Support

[kentuckyslone]

When I first came to HG I was very impressed by the speed in which they replied to emails. But I soon realized that speed does not mean quality.

One of my first problems came when I was setting up my POP mail. I could not seem to get it to work. I had used the auto config Outlook Express button in cPanel. I sent an email to support and what I got back was basically "Everything is working fine on our end. Please confirm the same on yours" So I replied saying that my email was not working. After several emails and live chat sessions I finally talked to a guy on live chat who told me that there was a problem with the cPanel auto config button and advised me never to use it. He knew what the problem was and we got it straight. But that was after several days and a lot of emails and time spent. When I replied to the support ticket email saying that we found that the autoconfig button did not work I was told that it was working properly and I was wrong. I then replied explaining further that a tech had told me it was wrong and then I received a reply saying yes it is not working correctly sorry for the previous email.

Also when I added the new domain I was given one name server in the welcome email. I needed two a secondary AND a primary (they should know this and that should have been in the welcome email) It took several emails and two different live chat sessions to get an answer to that question! Now HG is a webhoster. How hard could it be to tell someone what their secondary nameserver is?

EDIT --> To anyone that has read my post before the edit. I had a problem but when I talked to the right person it was resolved within a few minutes.
What I have left above are still concerns that I have.

BUT I want to say this: Because of my problems with HG I started doing some serious reseach into moving to another company. I emailed support and sales and I also talked with sales and support people via live chat at quite a few of the major webhosting companies. After doing this for the past few days I decided that I was VERY lucky that I chose to go with HG in the first place! I am telling you that regardless of any problems or issues that I may have had I have no doubt whatsoever in myself that no other company out there could have given me better service than HG. There will always be problems no matter what you do but I am a satisfied HG customer.