Repated Requests for Support go Unanswered

[jaskraft]

I am now in my third day of trying to get some sort of response from support@hostgator.com, and still have not heard anything. This follows my initially calling HostGator at which time I was asked to email if I had any problems and told they'd be happy to take care of it.

Since, for some reason or another, I am not getting a response I thought I would post a copy of my email here in hopes that someone will see it.

That being said, I've had great experiences with Hostgator support in the past and am sure this will be resolved.

From: Jason Kraft
Date: Friday, August 20, 2004 3:47 PM
To: support@hostgator.com
Subject: HGSupport #RIZ-10897-897: Dedicated ip and SSL (Fifth try)

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(Originally sent 8-17-04 @ 12:53 p.m.)

Hello,

I emailed last week regarding installing an SSL on one of my reseller domains. My reseller domain is abrwebdesign.com

The domain I am installing the SSL on is mydomain.org (ip **.19.**.89)

I have purchased a dedicated ip for this domain. I have created a private key and CSR for this domain. I then submitted that information to the SSL provider and after verification they provided me with the certificate.

I then went into mydomain.org's control panel to install the SSL through the SSL manager. The key and the certificate appear to be on the server, but the secure connection is not working. Is this something that takes time to propagate? Does the fact that on all the SSL Manager menu screens it states "Warning! the sslinstall feature has been disabled!" have something to do with it?

I contacted HostGator support via telephone and was told to email the info. over and you would install it if I had any problems. And, why isn't there any sort of SSL manager in WHM as all my instructions indicate there should be?

Below is my key and certificate:

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KEY:

-----BEGIN RSA PRIVATE KEY-----


Omitted for posting purposes



-----END RSA PRIVATE KEY-----



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CERTIFICATE:

-----BEGIN CERTIFICATE-----


Omitted for posting purposes


-----END CERTIFICATE-----


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Thanks for your time,

Jason Kraft


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(original response I received last week)

Hello,

you can access the control panel for the domain stjohnsofalbertlea.org and using SSL manager generate the keys

http://yourdomain.org/cpanel

and regarding the functionality of your web site using dedicated ip will not change any settings.

Please feel free to get back to us if you need any other assistance.
Thanks.

Warm Regards,
Sam,
AIM : gatorsupport3
MSN : tech@hostgator.com
YIM : tech_hostgator

[GatorJustin]

jaskraft, I am sorry for the delays you have experienced. Unfortunately, I do not receive email support tickets, so this is the first I have heard of your situation. I will contact Brent immediately and see that this is brought to his attention. Thank you for your patience.

-Justin

[jaskraft]

Thank you, Justin.

[GatorBrent]

Dear Customer,

We have written you many times but your email address is bouncing. Here is what we get back:

I am unable to respond to messages until further notice. (Please do not send repeated messages).

Please email the keys at sales@hostgator.com and I can take care of this for you.

We are also working on integrating our email support ticket solution into the web so you can login to view your ticket in case you are having email problems such as this.

-Brent

[jaskraft]

Wow, that's kind-of crazy. Any idea why that would be happening? As far as I know I haven't had any other problems.

I recently enabled Spam Assassin on my domain, which you helped me out with. Could there be an issue there?

I'll send the keys to you. Thanks for your response.

[GatorJustin]

jaskraft, that could be it if you contacted support using one of your hostgator-provided email accounts. We recommend that whenever contacting support you use an outside email provider (yahoo, hotmail, gmail, your ISP, etc) and that the email address we have on file for you is also one of these.

Many people give us an email address from their hosted domain, so in the event of an outage, we are unable to contact them.

Brent or Ben should be able to shed more light on this soon. I'll keep an eye on this topic so that it is not forgotten.

-Justin

[jaskraft]

Justin and Brent,

Thank you for your responses and for looking into this. In my haste I forgot to mention in my initial post that I have been very pleased with HostGator's support for the few issues I have had. In light of what I have learned I have edited my original post to reflect the actual issue at hand in-case someone else runs into a similar issue.

Although I haven't heard back yet, I'm sure my problem will be rectified.

Thanks again.

[GatorBrent]

I'm pretty sure this has been resolved. What was your email address that you mailed us from? Please make sure to always email from a working address so we have a way to get back in touch, or to white list sales and support@hostgator.com if you have a filter.

[jaskraft]

Hi, Brent and Justin,

My SSL is working just fine now and I wanted to thank you both for your help. I was out of town for a couple days and am just now getting a chance to respond.

Brent, I did send a reply to the email you sent me asking if you knew why my SSL wasn't working after I uploaded it. It would be helpful, and time saving, for both of us if I knew what I did wrong or if I can even install SSLs since all my SSL pages indicate that the SSL install feature is disabled.

Thanks again for your time.