Not a happy customer!!

[webbpg]

I'm not a happy customer - The reason is one of my sites 100site.com was banned from my reseller account because of a php script that apparently crashed the server. I understand if a script is causing a problem with a server than it should be disabled. I don't have a problem with that.

But I do have a problem on how this was handled because I wasn't giving no opportunity to correct the problem and instead this site 100site.com was simply banned.

Regarding 100site.com, I didn't realize the counter/top hits script was going to crash the server. It's not like I set out to crashed the server for the fun of it. I run over 20 sites on my reseller account with hostgator.com. I been using this script on the 100site.com since 2004 and never had a problem until now. But, I'm aware a PHP script at anytime can cause problems with a server and no 2 servers are the same, so that's not the issue.

But the issue is as a reseller for Hostgator.com they should of simply suspend the 100site.com hosting account to protect the servers and than inform me by email of the problem along with options on how I could solve the problem. There was no need to banned this site from my reseller account because the simple solution would of just to discontinued using the php script once made aware there was a problem using it.

I did send an email to Brent, the person who banned the 100site.com detailing what I mention above and he did reply back in a timely matter. His email:

we could have done that for you as well if you requested =)
we're here to work with everyone while keeping the servers stable.
Thank you for allowing me to work with you!
Sincerely,
Brent

But that's not the point... As a reseller, I should been giving the opportunity to fixed the problem in the first place. The first email I got from Brent was cold in nature and didn't give me any options.

Here is the copy of Bent's 1st email which also shows how this issue was handled:

780755 | site100_admin | localhost | site100_top100 | Query
| 93 | Copying to tmp table | select SiteID, count(ip) a
s votes from counter_stats where SubcategoryID = '' and sTime between
'113 |
| 780912 | site100_admin | localhost | site100_top100 | Query
| 76 | Copying to tmp table | select SiteID, count(ip) a
s votes from counter_stats where SubcategoryID = '' and sTime between
'113 |
| 781056 | site100_admin | localhost | site100_top100 | Query
| 41 | Copying to tmp table | select SiteID, count(ip) a
s votes from counter_stats where SubcategoryID = '' and sTime between
'113 |
| 781300 | horde | localhost | horde | Query
| 0 | Opening tables | REPLACE INTO horde_session
handler (session_id, session_data, session_lastmodified) VALUES
('eee05a4f |
| 781304 | site100_admin | localhost | site100_top100 | Query
| 23 | Copying to tmp table | select SiteID, count(ip) a
s votes from counter_stats where SubcategoryID = '' and sTime between
'113 |
| 781396 | site100_admin | localhost | site100_top100 | Query
| 23 | Copying to tmp table | select SiteID, count(ip) a
s votes from counter_stats where SubcategoryID = '' and sTime between
'113 |
| 781447 | site100_admin | localhost | site100_top100 | Query
| 18 | closing tables | select SiteID, count(ip) a
s votes from counter_stats where SubcategoryID = '' and sTime between
'113 |
| 781477 | site100_admin | localhost | site100_top100 | Sleep
| 19 | |

|
| 781479 | site100_admin | localhost | site100_top100 | Sleep
| 19 | |

|
| 781493 | horde | localhost | horde | Sleep
| 0 | |

|
| 781521 | site100_admin | localhost | site100_top100 | Query
| 17 | Copying to tmp table | select SiteID, count(ip) a
s votes from counter_stats where SubcategoryID = '' and sTime between
'113 |


this site has been suspended and is banned from our hosting for
crashing the server.

Thank you for allowing me to work with you!

Sincerely,
Brent

My favorite part of his email is "Thank you for allowing me to work with you!"
I love to know when Brent took the time to work with me on this issue.

Well, since the account was banned I couldn't even unsuspend the 100site.com even after I fixed the problem when I deleted the mysql database and discontinue using the problem php script. What's the point of having a reseller account if the reseller's aren't even giving the opportunity to work out any issues with their clients. Luckly 100site.com wasn't a clients site, but one of own. But, what if it was one of my clients who innocently used a PHP script that caused problems with the server? The way Hostgator handled this issue is not the way I would of treated a client of mind.

At this time, I'm not going to cancel my hostgator reseller account over this issue. But, I'm putting hostgator.com on notice if this happens again I will take my business elsewhere.

I have since moved 100site.com to my other reseller account I got hosted else where and since discontinued using the problem script.

- Mary Marcum
http://www.surfsupnet.com (not hosted with hostgator)

[GatorJay]

Unfortunately if your site is crashing a server or causing unnecessary downtime we can not leave your site up and wait for you to fix the problem. The site has to be suspended or every other paying customer and there paying customers on that box will have slowdowns and downtime. We have to have very strict script rules on a shared server or else you would not have a stable server like it is now. If you want the freedom of running any scripts with no consequence it is better to have a semi-dedicated or dedicated server.

[webbpg]

Jay, Thanks for your response. But apparently you didn't bother to read my complaint from beginning to end. It looks like you read the first paragraph and than skip over the rest. Because of this I rated this post a negative.

In the other thread - I posted what happen - How it was handled by HostGator - And my suggestion how it should of been handled.


For some reason I couldn't reply to the thread I started titled: Not a happy customer!!

[GatorBrent]

If we allowed your site to stay on everyone would still be off-line. The only way to the server online was by shutting it down. please provide your ticket number and I will look into the history of the script more.

[webbpg]

Jay and Brent, you seem not to be reading my complaint from top to bottom. It's like you are reading the first paragraph and disregarding the rest.

So the following is a summary of what I already posted:


The site 100site.com was banned from my reseller account when it wasn't needed. All you had to do was just suspend the 100site.com account to protect the server. Because you banned it, I no other choice to move the site to another reseller account which I shouldn't had to do when the most simply solution would of been to discontinued using the script.

I have no problem that you suspended the account. But you banned it as well which I do have a problem and the reason for my complaint.

[GatorJay]

Originally Posted by webbpg

Jay and Brent, you seem not to be reading my complaint from top to bottom. It's like you are reading the first paragraph and disregarding the rest.

So the following is a summary of what I already posted:


The site 100site.com was banned from my reseller account when it wasn't needed. All you had to do was just suspend the 100site.com account to protect the server. Because you banned it, I no other choice to move the site to another reseller account which I shouldn't had to do when the most simply solution would of been to discontinued using the script.

I have no problem that you suspended the account. But you banned it as well which I do have a problem and the reason for my complaint.

I do not understand what you mean, "banning" and "suspending" at HostGator is the same term. By suspending a site we are banning it from the server. We are not banning it from our service all-together, but from being in a shared environment. Please provide Brent with the ticket number and he will look into your issue further.