Not so great CS on AIM

[bornagain]

Just read the convo and help. Please.

bornagainsupport: Hi. I have a question with hosting?
gatorsupport3: hello
gatorsupport3: may i know your questions
bornagainsupport: hello
bornagainsupport: just a quick question
bornagainsupport: when i sell a reseller plan
bornagainsupport: on my reseller account
bornagainsupport: how does that work??
bornagainsupport: i mean - i have my plans in WHM
bornagainsupport: but i don't know what i have to do for reseller
gatorsupport3: as a reseller you cannot resell a reseller account
bornagainsupport: take a look at your "reseller page templates"
bornagainsupport: http://67.18.54.2/~temp2/resellers.htm
bornagainsupport: ??
gatorsupport3: do you own a dedicated server ?
bornagainsupport: no - i own a reseller account
bornagainsupport: and your reseller hosting templates show that i can sell reseller accounts
bornagainsupport: dont they?
gatorsupport3: no, as a reseller you cannot sell reseller account
bornagainsupport: you said that
bornagainsupport: please address my concern with the template site
bornagainsupport: http://67.18.54.2/~temp2/resellers.htm
bornagainsupport: for resellers
bornagainsupport: those templates are for your resellers aren't they
bornagainsupport: "Turn Key Reseller Solution
All of our reseller plans come with a free billing manager by whmautopilot, free merchant account, free optional hosting templates to use, and a free enom domain reseller account"
gatorsupport3: this all features are for resellers only
gatorsupport3: and for there main reseller domain
bornagainsupport: i don't understand
bornagainsupport: on the templates - there is a reseller page
bornagainsupport: and the prices are marked up
bornagainsupport: indicating that a reseller can sell reseller accounts
gatorsupport3: under a reseller account you can host unlimited shared accounts and not reseller accounts
bornagainsupport: but you aren't answering my question
bornagainsupport: i know what you've said, but please don't treat me like an idiot
gatorsupport3: please, i'm not
bornagainsupport: then why don't you answer my question
gatorsupport3: i have just answered it
gatorsupport3: you can only sell a reseller account
gatorsupport3: if you have a dedicated server
bornagainsupport: no - my questions was - why does the reseller template show that I can sell a reseller account
bornagainsupport: but the templates aren't dedicated server templates
bornagainsupport: they are reseller templates
gatorsupport3: the free templates available are to be editted by the clients
bornagainsupport: nowhere does it say that i should edit that out
bornagainsupport: why put it in to begin with if i have to take it out?
gatorsupport3: ok
gatorsupport3: let me explain it again
bornagainsupport: don't you find it a bit decieving?
gatorsupport3: as a reseller you create your own packages under which you host your clients on our servers
bornagainsupport: i know this
gatorsupport3: please edit the template which you have downloaded from hhttp://www.hostgator.com/templates/
bornagainsupport: why is there a reseller section on the template?
gatorsupport3: may i know from where you downloaded this template
bornagainsupport: i gave you the link twice
bornagainsupport: http://67.18.54.2/~temp2/resellers.htm
gatorsupport3: ok
gatorsupport3: our free templates are also for our dedicated clients
bornagainsupport: its not under the dedicated client section


Basically right now I'm still having this conversation. I mean, am I wrong here? Isn't the reseller template very deceiving??

Thanks for your help,

Matthew
Born Again Hosting

[GatorJustin]

It may have taken awhile for the tech to get there, but his last comment there pretty much explains it. We offer these templates to our resellers and our dedicated customers. Dedicated customers quite often sell reseller plans, so that is why the templates contain that info. It is much easier to remove links than add them, especially to the unexperienced, so if you do not want these links there, simply view the source and remove "reseller plans".

-Justin

Thank you very much for the quick response. Yes, he did get to it at the VERY end. After about 8 minutes of me begging for a straight answer! I do appreciate all the support I receive from your company, I just don't want to be patronized. Again, Thank you for your continued support.

Matthew

I think he answered your question about reselling right away, because he said clearly that a reseller cannot sell reseller accounts.

Moreover, I don't think anyone should assume that the content in the hosting reseller templates is literal - you would expect that all content is for suggestion only, so it's not misleading at all.

*Sigh* - People give stuff away for free and then what do you get? Complaints... and this is from a born again christian too.... oh well. I think Jesus would have been grateful.

[Thomas]

In my short time with HG I have seen some serious and deserved criticism of thier IM and telephone support... incoherent responses, mangled english, broken connections, blame deflection... Bornagain, you were very fortunate to connect with someone so well spoken, knowledgeable and patient.

I think Gator Support's primary focus is (or should be) to render technical support. Not to debate the finer points of verbage in the Hostgator web site.

Website templates are a big business. Even the expensive templates must be completely customized by the purchaser. Hostgator gives away a few to help speed up the building of your reseller home page. It is a freebie, not a franchise license, and certainly not a deception.

Big credit to gatorsupport3 for your professional attitude and amazing tolerance!

Here's an interesting topic:

http://forums.hostgator.com/showthread.php?t=380

[David]

I would have to agree with Thomas on this one It looks like Matthew was just having a hard time understanding the way in which gatorsupport was explaining it. From this example, I would say the AIM support is improving.

David

[sgt0121]

I don't understand what you didn't understand when he answered the question the first time.

And the argument about the Reseller Templates having false info in them- Were you not going to change the name of the website for the template, or were you just going to copy everything right over to your public_html folder? Dude, they're templates. Do you understand what a template is? If not www.websters.com may provide you with a definition if you can figure out how to use that website.

Hi,
I just wanted to say that I've been researching reseller hosts for quite some time now and Hostgator is among my top 5, however, unprofessional responses from Hostgator support has been a concern of mine (both here and on webhosttalk). BUT I was very impressed with Gatorsupport's professionalism in this exchange - even with what I would consider a somewhat rude and decidedly impatient customer (sorry Matthew..as a former Cust Svc Mgr, I can now call it like I see it). True professionalism (what I am looking for in a reseller host) is shown when support keeps their cool under undue pressure.

Haven't made up my mind yet but Gatorsupport has eased my mind a bit about HostGator's unprofessionalism (as I've seen it).

Lauren

[Kenshi]

A simple suggestion?
Write your own website (HTML ain't rocket science) and don't use the template(s), that would free up GatorSupport to deal with real problems and not bog them down with misconceptions about the use or description of a FREE item that they don't even have to supply.

[sumtotal]

wow, kenshi is right. get an editor, turn it on an go.

Gatorsupport3 kept answering the question from the start and bornagain kept finding new ways to re-phrase it. outstanding.

[Shane]

If you want to host sub resellers from a reseller account, there is a really good script and you dont even have to have a dedicated server.

Check it out at www.deasoft.com. They are really cheap but it requires root access I think.

Not sure but the staff at host gator may benefit from it and the author is a really good guy.

Shane

[JZ]

That looks like a great way to get around the limitation of WHM. I would like to hear some official gator thoughts on concerns, security or otherwise, about that addon.

-Justin