My First 2 Weeks - Almost PERFECT

[softwarecandy]

So far, I am satisfied with the response time of HostGator's system & people. cPanel works as expected, DNS change went smoothly, web site response time is good. I am also impressed by HostGator's LiveChat, which have been responsive and quick in most cases.

It would have been PERFECT if I didn't encounter a slight misunderstanding which delayed my work on my web site and caused unnecessary frustration. It turns out that the password that is emailed (clear text...) to me is good for two accounts, not just one: Billing and cPanel.

As a newbie to HostGator I didn't know about that and my first login took me actually to Billing... which said that my account is "Inactive", although I received the welcome email within 2 minutes of my payment.

Inactive billing account at the verification stage is fine (and even welcome), but I didn't know that during all that "Inactive" time I was actually able to login into my cPanel account and start working on my web site.

Eventually, all issues were rectified to my satisfaction. My suggestion to HostGator is to clarify this distinction between the accounts in the Welcome Email.

Also, finding a clever way to deliver passwords would be much appreciated. No one wants his/her web site to be hacked due to a random email intercept...

Thanks for the good work!

[softwarecandy]

Another week (or so) went by and HostGator tech support proves that I made the right choice in choosing HostGator:

My site's HTTPS URL stopped working for some reason. I knew that there wasn't anything that I could have possibly done to cause this. So I opened a ticket.

Within 4 hours, I received the following reply:

I reinstalled the certificate and it is working again without an error. Let us know if you have any other issues.

If there is anything else we can help you with do not hesitate to ask.

Indeed, that solved the problem. I am impressed once again and I can only hope that this level of professionalism will continue to be the standard at HostGator.

The handling of this issue was NEAR PERFECT and the only two things that would make it PERFECT would be:

1. Finding (and describing) the source of the problem (i.e. what caused it to begin with).
2. Fixing the problem in less than 4 hours.

I also hope that the SSL problem (although it is hard to know what caused it) is a rare glitch due to the fact the my hosting account is very very young.

Nevertheless, the overall rating I give to the handling of this issue is NEAR PERFECT.

HostGator

[softwarecandy]

Wow! I am impressed: HostGator is really listening and keeps improving (although it had very good reputation to begin with).

When I first joined HG, it was emailing me my password in clear text whenever I opened a ticket, without even requesting the password...

Well, in the last ticket or two that I opened, I noticed that... no password was emailed back!

It is over 3 months now since I joined HG and it only gets better.

Kudos to the HG team.

[GatorJess]

Hi softwarecandy,

Thanks for the great feedback! If you need anything at all, please don't hesitate to let us know via Email, telephone, or LiveChat. We definitely love hearing from our customers so we can improve on the things you need.

Glad things are going well!

Jess J.
Hostgator LiveChat