Reading trouble..

[newguy06]

I visited this forum a week ago when i'm looking for an additional host.
I see a post about sales/support not reading emails correctly and giving inadequate answers.

Before signing up I sumbitted a question via email to sales and got an answer that has nothing to do with either of the two questions that I had.

Is this normal?
is HG a go on your own type setup, cause support is useless in answering questions?

I was ready, but now i have doubts. I feel that if i have any questions I'm on my own.

thanks for any feedback.

[Serra]

Originally Posted by newguy06

Is this normal?
is HG a go on your own type setup, cause support is useless in answering questions?
I was ready, but now i have doubts. I feel that if i have any questions I'm on my own.

Yea, the problem is that people tend to remember the bad responses more than the good ones. When people started discussing that, I had the same feeling. Support didn't answer my questions most of the time.

However, I went back and reviewed over 60 tickets spanning a year and I found that support didn't answer the question or gave a stupid answer about 2% of the time. The second email about that subject cleared up any problem from the first ticket.

So, if the question is "are the support people morons?", I'd have to say yes, but I have no evidence to support that conclusion.

[newguy06]

maybe you or someone else can answer it for me..


i am looking into HG as a 2nd host, to build a mirror site for a current one on another host.
if i sign up with xyz.com now and then add 10 domains, can i replace xyz.com with another domain in the future (to become my main or principal domain)?

thanks again

[newguy06]

cant edit the above post, but i got my answer.

thanks for your reply.

Originally Posted by Serra

So, if the question is "are the support people morons?", I'd have to say yes, but I have no evidence to support that conclusion.

/me hauls Serra out back!

newguy06,

If you have any further questions don't hesitate to contact us at support@hostgator.com We'll ensure any of your remaining questions are answered promptly.

In regards to the ticket you've submitted that was answered incorrectly: What was the ticket ID so we can have one of our management team members review it?

Thank you for your time!

[Serra]

Originally Posted by GatorDaveM

/me hauls Serra out back!

Of course I'm kidding and for the record it is rare that I have even a slight problem with support.

Compared to support at other hosting companies, HG support people are very good and the response time is very short. It is very uncommon for me to have a problem and not have it solved before the average response time of other hosting companies. I get spoiled by HG support because they are so quick. It actually hard for me to put up with other company's slow responses.

[newguy06]

in all fairness..

the second email i sent cleared everything up and the response was 'on target' with what I needed to know. by that time i had already bought another domain, but that is due more to my recently elevated impatience.. thanks to my previous host.

i did sign up, the service is great. i'm giggling ike a little kid with a new domain and new host.

all is well so far at GH.
glad i made the plunge.

[Serra]

You will be happy. You may have a problem or two, but HG will help you get them fixed.

[Serra]

Last I check, I had put in over 80 tickets in the ticket system, I've used chat support twice and phone support three times.

They have always fixed the problem, or at least told me why they couldn't fix it.

I do a lot of work with support with other companies as well. I've contact two other hosting support people this week. I can say that both where really bad, close to useless. I spent over an hour on chat support with another company this week trying to clear up a domain billing error. I had a billling error with HG once, and they fixed it in like an hour and gave me a refund without question via email.

The more I talk with other support areas, the more I see that HG isn't perfect, but they are FAR better than most.