Outstanding customer service

[chopper]

Hi all,
I have only been a reseller with hostgator now for a couple of weeks and would not normally write a review after only having such a short time frame as a customer, so i am going to reserve the right to change my mind if necessary.
So far customer service has been excellent, I do require a little help and at the drop of a hat have been able to instant message them and get good support instantly.
For the not so urgent enquiries i have been able to email support and have a solution to my problem in no more than an hour. And i know that if i need to i can call there phone number and actually talk to someone (good piece of mind)
The other night there was a small issue with the server and they were on the case immediately, and had it resolved in under 20 minutes.
My experience so far with hostgator is a 10/10 and i believe they should all give themselves a pat on the back, especially Justin who has been my 1st point of contact 9 times out of 10.
Like i said i reserve the right to change my mind, but also believe that good deeds should be recognized.
Well done.

[chopper]

Well,

I have had an interesting week end that has lead me to updating this post.

First of all, i am still now more than before very pleased that i signed up with HostGator and moved all except 3 or 4 customers to my new reseller account.
For the last 24 hours my existing reseller account with a different company who's name i will not mention has been down, I was unable to contact anyone until i did a whois on there domain name and got there info.
Kept getting an answering machine and left a few messages, i soon got sick of that and used the internet white pages and did a search for the address that belonged to the domain name, which gave me another phone number, I talked to the owners Dad (who was very kind and helpful ) who gave me his new cell phone number.
I called the new cell phone number and talked to him 10 hours ago and he said he would get one of the guys straight onto the problem and get it fixed.
Excellent problem solved i am thinking. WRONG!!! several hours go by and still nothing happening. so i keep trying to call but will not answer my calls anymore. (and i am calling from New Zealand which is a very long distance call even when i just click through to his message system)
Finally i think "bugger it" i will go play golf, 18 holes later and it is still down. so i call him a few more time only to click through to his answer system.
I notice that that guy he was going to have fix the issue is online so i AIM him and it is the first he has heard of the issue.

So next time hostgator takes 20 - 30 minutes to respond to your ticket, consider yourself lucky.
I have only managed to talk to incompetent people at my other reseller account and the server has been down for over 24 hours.

HostGator rocks.
Customer service amazing.

Sorry to drag on but i thought it was worth it.