NOT a happy new customer

Busterking · #1 10-25-2005, 07:55 PM

I am a Canadian customer that bought the semi-dedicated package on October 22nd. 2005.

As of right now, over 3 days later, my website still hasn't been transferred over. I submitted several tickets and there's always an excuse given why the transfer isn't being done.

I have tried for hours to call 561-353-1164 without any answer. The 800 number isn't working from Canada.

I don't know where else I can complain and get some action and my website working. (www.10-78.com)

Not a good starting experience for me.

Any kind of help would be appreciated.

Serra · #2 10-25-2005, 08:53 PM

Yea, you do know that they were hit by a hurricane. Give them a little slack. I’m sure they are working on it. Did they promise it would be moved that same day?

Blondy · #3 10-25-2005, 08:56 PM

Firstly, HostGator's offices are located in Florida, and they have been without power and phone because of hurricaines. Are you transfering from one host to another? They are moving your data? Or is the DNS being transfered? You might notice they do say they transfer sites for FREE if they are able to. You have to realise that because of their offices being hit by this hurricaine, that they are badly understaffed at the moment. Have patience, hang in there, and wish them the best of luck.

#4 10-25-2005, 09:53 PM

Quote:

Originally Posted by Busterking

I am a Canadian customer that bought the semi-dedicated package on October 22nd. 2005.

As of right now, over 3 days later, my website still hasn't been transferred over. I submitted several tickets and there's always an excuse given why the transfer isn't being done.

As has been mentioned, HG's phones are down because of the hurricane but a lot of the support is remote (including me) so I don't understand this delay. Can you post your ticket # requesting the transfer? I can't find any transfer tickets for this domain (not saying you didn't submit it, but I can't find it).

I see you have a backup file in the your HG account. I am restoring it now... the username will change though as a full restore must use the same username as the account it came from. If we try to change it email and databases will be all screwed up.

***GatorRobin*** · #5 10-25-2005, 09:54 PM

and that be me above

***GatorRobin*** · #6 10-25-2005, 10:00 PM

account is restored... looks like some sql files didn't restore properly.. i didn't get any errors during the restore.

is your previous account still up and running?

please submit a new ticket and give me the original ticket #'s you had open for this issue .. don't submit here.. i just happened to be browsing (actually off work right now)... post attention to Robin in the new ticket and i'll look further into it.

#7 10-26-2005, 01:20 AM

lol they act like their in naples...Boca haha the power always go out in when it rains alittle?

All of florida did not get hit by a hurricane, Naples Ft. Myers and alittle bit of Miami Got "hit" with a hurricane.

Naples, Ft. Myers were the worst it and uhm 90% of power is restored so I think the hurricane effect on little ol boca wasn't this devistating, to not answer the phones.

Plus I don't think the long snoots in that area would not allow their power be down that long.

Serra · #8 10-26-2005, 07:31 AM

Quote:

Originally Posted by Kabal

lol they act like their in naples...Boca haha the power always go out in when it rains alittle?
All of florida did not get hit by a hurricane, Naples Ft. Myers and alittle bit of Miami Got "hit" with a hurricane.

Maybe you don't actually know where Boca is? Check out this map:

http://www.nhc.noaa.gov/refresh/grap...51.shtml?swath

Looks to me like the hurricane blasted right trough Boca. Plus the east and west coasts were hit about the same.

Busterking · #9 10-26-2005, 08:20 AM

*****nm*****

TeeJa · #10 10-26-2005, 08:58 AM

Actually, the east side of the state got as much damage if not more than the southern west part of the state.

Check this out
http://www.sun-sentinel.com/news/wea..._from_boc.html

So if things are a little slow in getting resolved, take heart that you still have a roof and windows in your humble abode or your trip to the store or job does not require having to chainsaw your way in???
Been there, done that.....

Busterking · #11 10-26-2005, 11:18 AM

Almost 4 days now and my site is still not working.

***GatorRobin*** · #12 10-26-2005, 12:25 PM

i have numerous replies to your ticket and have been working since before midnight on this one transfer (had to sleep SOME since then).

i'm sorry about the first 3 days you had trouble getting this restored but we are actively spending a lot of time getting this resolved and would appreciate any questions or concerns to be continued posted in the ticket that you and I have been working on for hours now.

posting this makes it look like we're doing nothing. you have a ton of customizations that are taking time.

Busterking · #13 10-26-2005, 12:27 PM

Please delete this post Robin.

Thank you for your quick response.

***GatorRobin*** · #14 10-26-2005, 12:35 PM

thank you.. i'm trying

we don't delete posts here except in particular circumstances.

i understand your frustration... things happen.. we try to be the best but things slip by us sometimes like all companies. we're not afraid to admit if we messed up.

so no need to delete anything... i just wanted to make sure you know we're working on this issue for everyone's interest in reading this post

MachineDog · #15 10-26-2005, 03:30 PM

Quote:

Originally Posted by Kabal

lol they act like their in naples...Boca haha the power always go out in when it rains alittle?

All of florida did not get hit by a hurricane, Naples Ft. Myers and alittle bit of Miami Got "hit" with a hurricane.

Naples, Ft. Myers were the worst it and uhm 90% of power is restored so I think the hurricane effect on little ol boca wasn't this devistating, to not answer the phones.

Plus I don't think the long snoots in that area would not allow their power be down that long.

Excuse me?? They're in Boca Raton which is still mostly out of power I think. Here in west palm there is NO power, besides for the people that were restored on the same grid as the schools. Down in Ft. Lauderdale there will be no power for the rest of the week really. And don't be saying it was a little drizzle. I was almost lifted off my feet while running back into the house during the cane. Over in Bell Glade they had speeds recorded at upto 150 MPH. This was a high Cat 3 the entire way through. There is still about 2 million people without power and their expecting everything to be back up within Nov. 22nd.

***GatorJason*** · #16 10-26-2005, 03:35 PM

In response to Kabal's post...

A few of us here have read your response and are very much let down in your lack of sympathy and complete ingnorance. We have all migrated north to Orlando, where there is power and are working out of hotel rooms in order to continue working and serving our customers. I hope this is satisfactory for you.

Meanwhile, while we have left our families after cleaning up our roofs and fences from our yards, we immediately were concerned with our clients, ones that are appreciative and ones that are not...

Serra · #17 10-26-2005, 04:52 PM

Quote:

Originally Posted by GatorJason

A few of us here have read your response and are very much let down in your lack of sympathy and complete ingnorance.

Jason, most of us, especially those of us here in Florida do sympathize with you. I’m sure that all of us who have worked on disaster recovery teams know exactly how you feel. There is nothing worse that being asked to leave our homes and go to a work site to keep the company in business while our families are without power and are suffering from storm damaged property.

We appreciate that you have the ability to cope with hurricane disasters with only a minor slowdown in response time and even in the middle of it, still have time to visit the forums to say hello.

In the past week, I’ve seen two threads that ask use HG clients why we would pay HG prices when we could go to some cut rate place and get it for 25 or 50% cheaper (Not that I believe the 50% cheaper prices, I’ve yet to see them myself). Well, you’ve answered the question right here. How you act in the worst of times is a huge consideration for me and you’ve shown that your customers do come first and that you are willing to go the extra mile.

I’m truly sorry that people from Canada can’t understand the devastation of a hurricane and think you are “faking it.”

MachineDog · #18 10-26-2005, 07:11 PM

Agreed, great job guys.

Also Serra, you in FL also? What part..?

Serra · #19 10-26-2005, 07:30 PM

Up in Jacksonville, well out of the way. Only hit directly by one hurricane last year and two near misses.

This year has been very easy on us, no hits or near misses. Just a few heavy rains.

he11fire · #20 10-26-2005, 08:20 PM

oh the bad hurricanes

dreality · #21 10-26-2005, 09:22 PM

While some people complain...at least be grateful that the servers are in texas.

#22 10-26-2005, 10:31 PM

I am not complaining, I live In Sarasota. Traveled to west Palm and Ft Lauderdale today looks like all is well. With exception to the gas hungry peeps in Broward things look like they are getting back to Normal.

But if you saying "Boca" Got the brunt of the attack I say you’re lying. That’s all I am saying.

Bank of America's Call Center in "Boca" Has not lost power or service since the hurricane. Some companies use weather as an excuse in times like this because of their underdeveloped Customer Service. There may be an exception here I don’t know just stating my opinion.

As far as my sympathy for the displaced employees of HG, I don't think my earlier post showed lack of sympathy, just stated that the wealthy community of Boca would not allow prolonged power outages. And that there are other communities that have suffered far worse than "Boca".

But I would love to comment on your statement in witch you called me ignorant. My family was displaced from Slidell, La. We lost our Home, Business and five rental homes. Now we have moved to Sarasota, Fl in which we have to start over from scratch while fighting with Insurance agency's to get back some of what we lost. So I doubt I will show much sympathy for your little power outage while you sit in Orlando.

Blondy · #23 10-27-2005, 12:00 AM

HG has never had "underdeveloped customer service". I have been with HG for almost 8 months now, and have used customer service several times due to my own incompetence. I have never had my server go down, never had a negative thing to say, and the service has always been first class and very quick. I had a support ticket on my husband's shared account answered in 10 mins at 6am EST. How can you even offer such an opinion or compare the customer service of other hosts to HG? There is no comparison. My husband and I have been through no less than 12 hosts in 10 months before settling on HG. And we have never been more happy with customer service, or the delivery of a product.

JeffR · #24 10-27-2005, 02:02 AM

Quote:

Originally Posted by Serra

I’m truly sorry that people from Canada can’t understand the devastation of a hurricane and think you are “faking it.”

Careful with the generalizations. I live in Canada, and have a brother and his former wife in Marathon. I can't reach either of them right now. I know she's OK, but haven't heard from my brother. Both their places of work were seriously damaged by the storm and are currently closed until further notice.

http://www.turtlehospital.org
http://www.dolphins.org

I know you didn't mean to generalize, but you did. I'm grateful to live where I do (Vancouver) where we get a lot of rain, a bit of wind, no snow, few earthquakes and really don't have to live with the threat of potential disasters for months a time. I can't begin to imagine how it is to have to think about it in the first place, much less cope with it again and again.

Jeff

Serra · #25 10-27-2005, 07:42 AM

Quote:

I know you didn't mean to generalize, but you did. I'm grateful to live where I do (Vancouver) where we get a lot of rain, a bit of wind, no snow, few earthquakes and really don't have to live with the threat of potential disasters for months a time. I can't begin to imagine how it is to have to think about it in the first place, much less cope with it again and again.

Actually, I was just drawing on my own experience. Living in Wisconsin for 18 years, I had little understanding of hurricanes when I moved to Florida. I'd seen bad weather, but I didn't fully grasp just what a 140 mph wind was!

The first time a hurricane came close to where I got a crash course in hurricane. Now, I know what to expect and the difference between a cat 2 and a cat 4. I still believe the the majority of people in Canada don't fully understand what a hurricane is, beyond the news reports and guys standing in strong winds with microphones and why would they, there isn't going to be a hurricane in Canada...

On the flip side, get a little snow down here and the expressways turn into bumper cars!