Response Times Getting Better

calum · #1 05-02-2008, 01:50 PM

Hello

When I first joined HostGator (only 10 months ago) all my tickets would be replied to in 30 minutes or an hour at the most.

Today I replied to my ticket with all my details so that I could get my account upgraded from Baby to the reseller plan.

I keep checking my email and the hg ticket system for a response. Since I have a forum, when HG move my files they will only keep the posts at that time. So any posts made after HG create the new account and move my files and before I update my DNS are effectively lost.

So I want to be there to switch the DNS asap. But, it is now just under 4 hours after I made the ticket and still no reply. I had planned my time out because I thought it would take an hour, now I have been sitting around for almost 4 hours.

Why is my ticket so delayed compared to the usual one hour? I was quite rudely told by live chat that HG were busy?

Ticket ID: EKW-2617647

Calum

***GatorWesley*** · #2 05-02-2008, 02:16 PM

We've had an unusually busy day today. We apologize about the delay, I'm working on your ticket as we speak.

calum · #3 05-02-2008, 02:19 PM

Thanks for the quick response here Wesley. Hope to get this fixed soon.

***GatorWesley*** · #4 05-02-2008, 02:31 PM

It's setup and in the transfers department currently. We'll update the ticket when it's ready.

calum · #5 05-02-2008, 02:34 PM

Ok thanks, do you have any idea how long it will take to be moved?

calum · #6 05-03-2008, 08:19 AM

Wesley, do you know when I will be credited the remainder of the unused old account like I was promised?

***GatorWesley*** · #7 05-04-2008, 02:12 PM

Cancellations can take up to 48 hours to process. The credit will be applied once that is done.

***GatorBrent*** · #8 05-06-2008, 05:44 PM

Hello,

Could I update your experience to a positive one with us? This would have been a sales issue which believe it or not is usually slower then support. We have a horrible billing system which we are working to replace. Once it's replaced sales / billing should be 20x quicker.

calum · #9 05-08-2008, 02:07 PM

Yes, but I have a few recommendations. For example live chat can be a much quicker way to resolve things.

Some of my things weren't transferred the way I wanted and because of their size I need SSH to get them how I wanted. I had this on my old account but not my new one and since live chat couldn't help, it took quite a few hours for support to enable it.

Live chat should be given the ability to do more things.

***GatorWesley*** · #10 05-08-2008, 04:50 PM

Some of our chat techs have the ability to do tasks like grant SSH access, but we have to make sure that they are fully trained and experienced before giving out root access to our entire network of servers.

calum · #11 05-09-2008, 10:03 AM

Yeah, the chat tech said he know how to and could easily do it, but he said he didn't have permission so I needed an admin to do it.

What about assigning some admins to live chat? So if the normal chat tech can't sort it, then the admin can be assigned.