Not Impressed

[spaguy]

Hi

I have just moved from a hosting company who in my opinion for $400.00 a year treated their customers with contempt.

I had heard good things about HostGator so decided to give them a try.

My mail concern was I also had some domain names as well as my primary domanin name in the same account.

I was told by HostGator support we will transfer your primary domain name but you will have to pay for the extra domain names and must fill in the transfer section.

This I did and what has happened, absolutely nothing.

So after waiting days for my domain names to be transferred I sent support yet another ticket asking for news of the transfer.

HostGator support reply was we transfer you primary domain name free but you must fill in the transfer form for the other domain names.

Really does HostGator’s right hand know what its left hand is doing?

I really hope this is not a sign of things to come.

spaguy

[gwyneth]

Remember, there's a big different between transferring the domain registration and a site's content. If the registration is transferred, you might not hear anything.

Are you referring to domain registration or hosting content for those domains?

[spaguy]

Free site transfer.

This is what HG sales page says
FREE Domain Transfer
- FREE File Transfer
- FREE MySQL Transfer
- FREE Script Transfer

We know how difficult it can be switching hosting companies. That is why we make it stress free by handling the entire process for you.

I have also two active sites and two parked domain names under my primary domain name account.

spaguy

[GatorWesley]

This was all explained correctly on your tickets GEA-2931350 & BJU-2932620.

The free *domain* transfer is for the registration of the domain. The file transfers covers your primary domain only. It appears that you requested to move some addon domains too, so that request is currently open with our transfers department.

As far as the "waiting days for a response" goes, we asked you on your first ticket "Please reply back to the ticket once you get the welcome email from us." and we did not hear back from you for 3 days.

[spaguy]

Lets get the facts right you asked me to fill in the transfer form which I did.
I then waited for you to get back to me which you did not until a few days later when I asked for news on the transfer.
We can if you wish publish all the tickets here on the forum.

spaguy

[GatorWesley]

I apologize for any confusion, you may not have received our last response on September 6th. You can login and view the complete in-order history of this ticket at http://tickets.hostgator.com

You submitted the request on 9/6, we replied 90 minutes later asking the following as it appears your account had not been fully activated yet:

Hello,

Please reply back to the ticket once you get the welcome email from us.

Regards,
Ranjit Rajan
Transfers Department,
Hostgator.com LLC.

The next reply on that ticket was not until September 9th from you asking:

Hi

Please can you update me on the transfer of my main domain and other domain names.

The lack of communication from you is beginning to worry me some.

From there your ticket was reopened and we replied with the following:

Hello,

The previous technician had not started the transfer, he was waiting for a response from you regarding the activation of your account. It appears your account is now active.....(continued)

We worked with you after this point and your account was transferred completely the next day (today).

[spaguy]

Why is it you did not show the ticket where you asked for me to fill in the transfer form details and then my ticket showing those details.
Then after my request some days later for news you then again asked me to fill in the transfer form details.

I then had to submit another ticket to say I had already done this days ago.

I was then asked to pay $40 for the transfer fee before the transfer could go ahead. But no one had thought to raise an invoice until I pointed this out.

You people make me laugh your always right you can never say sorry we let you down with our support or lack of.

Get this right my complaint is all about the transfer of the addon domain names, not the primary domain name or any cost involved is about your lack of understanding as to what had been done to date and what had not.

spaguy

[GatorWesley]

I was addressing the concern that you posted about not being answered for "a few days".

Your other tickets were all completed within one day with multiple replies:
GEA-2931350
LDB-2931151
FEW-2935497

As far as the charge for the addon domains, this was discussed on GEA-2931350 where we explained the charges and how to proceed. We received this request on 9/6 and the form was filled out the same day which turned into ticket BJU-2932620. This is the ticket mentioned above that we did not receive a response on for 3 days.

Again I apologize for any confusion between the tickets, we were just waiting for a reply from you stating that your account was active because when the form was initially submitted, the account was not paid for yet and was not listed on the server. So we needed this to be paid and active before we could proceed with the transfer.

[spaguy]

Okay fine

Then may I suggest a simple email asking me to go to the billing page and click on the invoice to be taken to the payment page then all this could have been avoided. I found your payment method only by accident trying to find out how your system worked and not from any help by your support.

If you look back to my first ticket I stated this was my first transfer from one hosting company to another and a little help from your support and that's what its meant to be ''support'' could have saved all this trouble.

Its wrong to assume that everyone knows as much about hosting as you and your staff know.

Its water under the bridge now but for anyone else a little thought could make their life and first experience with HostGator so much easier and stress free than it has been for me.

Regards,

spaguy

[cleanxhost]

[spaguy]

Thanks for that it helps loads.
You were never a newbie I take it.