Quick dedicated server support [updated]

[leonjay]

I was very pleased about HostGator hosting services untill a few days ago , when all the chaos began!Let me tell you my story :

Because the company was getting bigger and bigger , we thought to switch to a dedicated server (we were using shared hosting from hostgator).We contacted HostGator support , told them that we need to switch to a dedicated server , they agreed to copy all the files and databases to the new server , and estabilish the new server with the same mysql and php versions like the old one.
All went great , we began changing the nameservers for our domains and our clients , as well.
Everything was ok , untill a few days ago when the chaos began : a few websites were down for 5-6 hrs (daily) , we cannot access phpmyadmin , because we got an error which was fixed but sudentlly reappeared , on some websites we have register globals off , e-mails are dissapearing from the e-mail account.
It's like there is a ghost on our server.
I submited many support tickets , but no answer from them, also we contacted the live support and they told us to wait and submit a ticket.Nothing was done.Meanwhile we were loosing a lot of money,but more important , we were loosing old clients.
We are very dissapointed about the dedicated server support and we are looking for some answers and we want to aware others about these problems.

Thank you!

[GatorWesley]

Please provide the ticket numbers that you got zero replies to so we can look into this issue further for you.

Also were you sure to click the verification link on the auto responder that was sent to you after your tickets were submitted? Your tickets will not be opened unless this is done.

[leonjay]

NBY-2549724

Again , we sent you an email and the confirmation e-mail was deleted automatically and the sent items as well.

Yes , we checked the confimation link!

[GatorWesley]

Originally Posted by leonjay

I submited many support tickets , but no answer from them, also we contacted the live support and they told us to wait and submit a ticket.Nothing was done.

Ticket NBY-2549724 has 8 replies to it and it is the only ticket in your history. Do you have ticket numbers to these other tickets that you are saying you did not receive any replies to?

I will make sure this gets attention from our transfers department, however your reply stating "multiple tickets with no responses" is not correct if this is the only ticket that you have submitted.

[leonjay]

I used only that ticket #
I didn't get any replies to my e-mail address.You can check it..My last e-mail received is from April 18.
I submitted a new ticket from a yahoo address with ticket #KIC-2590827.I will expect a reply there!

[GatorWesley]

Ticket KIC-2590827 on 4/20 was replied to in 35 minutes on the first reply and 25 minutes on the second reply.

The last reply stated:

Hello,

I've fixed this on the other two domains on the renault reseller server as well.

Please let us know if you need further assistance.

Also NBY-2549724 was replied to at 2:50 today as well. Feel free to reply back to either ticket to reopen it if you are still having issues.

[leonjay]

Ticket KIC-2590827 - No reply on my yahoo email ..

What have you fixed?I don't see any changes!

7 days passed and my problems haven't been fixed!!Also we called them and they said that our problem will be fixed..

[GatorWesley]

Ticket KIC-2590827 is not linked to a yahoo email address, the reply at 5:27am today was sent to your leon@ email address. If you are not receiving these emails, you can view your tickets online at http://tickets.hostgator.com

The latest reply stated:

Hello,

All your sites have been fixed now. Please check http://lotusmagik.co.nz/ .

Best Regards,
Shashank Wagh,
Systems Administrator & Level III Support,
Hostgator.com LLC.
Find us @ https://tickets.hostgator.com/

[leonjay]

I didn't found any tickets on there!

[GatorWesley]

I was able to login and view your ticket, it's on there. I will send you a PM with your ticket system password.

[leonjay]

Thank you!
I hope our problems will be fixed!

[GatorWesley]

If there are still outstanding issues, please reply back to the ticket directly from the ticket system.

I am changing the subject of this review, as support did in fact handle your issue in a quick and reasonable manner (support processed your issue 35 minutes after your initial request, and followed up with your subsequent requests). Thanks.

[leonjay]

Yes , but our problems reappeared again.

[GatorWesley]

If there is an outstanding issue, please reply back to the ticket instead of on this thread so our admins can look into this for you.

KIC-2590827 has not been replied to since April 22nd by a member of our staff and no new tickets have been submitted either.