not happy

goranbaxy · #1 06-16-2007, 03:59 AM

I made my payment, and as we talked earlier, I asked from you to transfer my primary web site, I have send an e-mail with no reply, so I went to you're online support, and talked to one of you're support stuff and he just stop talking after I told him my problem.
Here is the conversation:

Quote:

Ray: Welcome to HostGator, how may I assist you?
Goran: hi
Goran: yesterday I have send a mail to you're support but I didn't receive an answer, can I ask inhere?
Ray: What is your ticket number?
Ray: (The ticket number is located in the subject line of the email sent to you automatically after emailing Support or submitting a ticket. It looks like this: ABC-123456.)
Goran: I don't have that as I have just reply to mail 'Your Hostgator Account Information' when I made my payment
Ray: What can I help you with?
Goran: this was the mail:
Goran: Hi, I have just made payment and it went O.K., now, as we talked earlier, would like from you to transfer one of my sites (we talked that transferring one site is free), site is: http://www.dojaja.biz , can you tell me what info do you need for transferring data and databases? Thanks, Goran.
Goran: Ray are you still here?

Riaz · #2 06-16-2007, 05:57 PM

yes i got that kind of behaviour off a assistance person yesterday to.

not good.

jojoyohan · #3 06-16-2007, 06:09 PM

So is there a ticket? If not you should make one. I'm not exactly sure what you were asking either if you do want help with your problem.

Break the Silence · #4 06-16-2007, 06:52 PM

Quote:

Originally Posted by goranbaxy

...so I went to you're online support, and talked to one of you're support stuff and he just stop talking after I told him my problem.

In all honesty, I think you should give support the benefit of the doubt here...

It goes without saying that I don't know exactly what happened, but what I do know is that you weren't the first person to ever have a chat session (potentially) freeze, and sure as night follows day, you won't be the last.

If I were you I'd simply give it another go...

All the best!

jojoyohan · #5 06-16-2007, 08:06 PM

If there is no ticket start one, if that goes no where after 24 hours I would call up.

slapshotw · #6 06-16-2007, 11:39 PM

Or just use this: https://secure.hostgator.com/transfer.php

goranbaxy · #7 06-17-2007, 05:50 AM

I did, thanks all, but support (online, chat) should say open ticket or something because I was confused, I'm new client and I don't know how thing's work.
Just to stop talking is not normal behavior to.

riostyles · #8 06-17-2007, 06:59 AM

Quote:

Originally Posted by goranbaxy

I did, thanks all, but support (online, chat) should say open ticket or something because I was confused, I'm new client and I don't know how thing's work.
Just to stop talking is not normal behavior to.

My experience and shared by many is to avoid live call. Ticket works fine and mostly high/fast/proffessionaly.
Use the live call only for check if the server is up or such very simple tasks.
In case of reel emergency, the phone. As myself, I never used.

charlesgan · #9 06-17-2007, 01:25 PM

Quote:

Originally Posted by goranbaxy

I made my payment, and as we talked earlier, I asked from you to transfer my primary web site, I have send an e-mail with no reply, so I went to you're online support, and talked to one of you're support stuff and he just stop talking after I told him my problem.
Here is the conversation:

replying to the account setup email wont start a email ticket.
it will goes back to sales.

login to cpanel and send a ticket instead.

slapshotw · #10 06-17-2007, 06:11 PM

Quote:

Originally Posted by goranbaxy

Just to stop talking is not normal behavior to.

Most likely the live chat software messed up, they didn't stop talking. This has happened many times to me, more on firefox. I tend to use Safari for the live chat.

goranbaxy · #11 06-18-2007, 10:40 AM

Quote:

Originally Posted by charlesgan

replying to the account setup email wont start a email ticket.
it will goes back to sales.

login to cpanel and send a ticket instead.

I will next time, but just not answering my e-mail is far from what I have expected.

#12 06-18-2007, 10:43 AM

Quote:

Originally Posted by goranbaxy

I will next time, but just not answering my e-mail is far from what I have expected.

Did you receive an automated response to your email? If you didn't receive an automated response, we didn't receive your email.

goranbaxy · #13 06-18-2007, 10:53 AM

I'm not sure any more, but it went to support@hostgator.com ...

#14 06-18-2007, 10:58 AM

Quote:

Originally Posted by goranbaxy

I'm not sure any more, but it went to support@hostgator.com ...

If we receive the email you should receive an auto response that provides a ticket ID that chat operators can use to look up your ticket. If you don't receive a reply, the ticket was never placed in our system.

goranbaxy · #15 06-18-2007, 11:06 AM

O.K. nice to know that, thanks.

#16 06-18-2007, 11:10 AM

Quote:

Originally Posted by goranbaxy

O.K. nice to know that, thanks.

Not a problem. If you have any more questions, feel free to ask.

slapshotw · #17 06-18-2007, 12:28 PM

Travis,

If you're going to be replying as Gator staff (and if you actually are one), I suggest you get the admin to put "HG Staff" or something similar under your name. Otherwise you could just be some guy.

-Matt

#18 06-18-2007, 05:36 PM

Quote:

Originally Posted by slapshotw

Travis,

If you're going to be replying as Gator staff (and if you actually are one), I suggest you get the admin to put "HG Staff" or something similar under your name. Otherwise you could just be some guy.

-Matt

Better?