Response Times

Spike · #1 03-01-2008, 08:23 PM

Hey everyone,

I have been lurking around for a few weeks now reading what you all have to say in the pre-sales forum. I must say it seems like HostGator is a good choice for what I need.

I have one question though, what is the normal response time to a ticket? I contacted sales yesterday evening, and recieved a response within a couple of hours. I think thats a fair time frame for sales reply.

However I then replied and another staff member wrote back around midnight and said. He was transferring my ticket to another department and I would hear from them shortly. That was over 16 hours ago, is this normal for sales response time? I am sure support responses are much quicker. I am just kind of surprised by the initial quick response, and then such a delay, once they transfer my ticket to the supposedly appropriate department.

I have read lots of good things about HostGator, and just want to make sure the slow response times are not a normal thing.

I would appreciate any insight you may have.

bbjordan · #2 03-01-2008, 09:16 PM

HostGator is in the process of hiring more staff. They are growing larger than expected so I think that they didn't have the workforce to keep up with the customer support tickets. There response times are usually less than a day. If you ever have a ticket that you think might have gotten lost (they just upgraded to a new support system like 2 weeks ago I believe) or hasn't been answered after a little bit, contact live chat. Just ask them nicely if they can check the status of the ticket. They always do for me and get my ticket answered asap.

Jordan

gtgeorge · #3 03-02-2008, 12:34 AM

My experience over the last 12 months is no reply before 3-9 hours! 2 years ago they were within 30 minutes. Also I have found short incomplete answers are the norm now from my experience.

Considering I have only had a few tickets in the last year, my experience may not be typical.

EDIT: Make sure you log in to check the status of the ticket as relying on an email response may miss a reply. My last ticket did not receive the email response and it was tricky to see refreshing the window in the ticket center. I found the reply the following day when returning to the ticket.

gwyneth · #4 03-02-2008, 01:35 AM

Also, it probably takes longer for a sales (not support) response over the weekend and late at night (central time).

gtgeorge · #5 03-02-2008, 10:39 AM

Quote:

Originally Posted by gwyneth

Also, it probably takes longer for a sales (not support) response over the weekend and late at night (central time).

With all due respect, then I would hate to see those off time requests!

9 hours for the initial reply to a sales ticket at 10 AM Gator time on a Wednesday. And then another 5 hours after the initial reply.

Spike · #6 03-02-2008, 01:30 PM

There has still been no response, waiting 36 hours now, thats according to my e-mail time stamps. I also checked for a response on the new ticket site. I will try contacting live chat to confirm that the ticket is still active and awaiting a response. I would have thought that if sales was closed / extremely busy. There may have been some form of automated response to let me know.

At least if I knew they were busy, I would be willing to wait patiently for a longer time.

gwyneth · #7 03-02-2008, 01:57 PM

Quote:

Originally Posted by gtgeorge

With all due respect, then I would hate to see those off time requests!

9 hours for the initial reply to a sales ticket at 10 AM Gator time on a Wednesday. And then another 5 hours after the initial reply.

George, have I read his post wrong? It sounds like the first question was late Friday night...

gtgeorge · #8 03-02-2008, 02:06 PM

Quote:

Originally Posted by gwyneth

George, have I read his post wrong? It sounds like the first question was late Friday night...

Nope, I was just venting my frustration and dissatisfaction with HG's direction I guess. Especially when Brent has defended it as being quicker than the "old days".

But with that said, sales is available on weekends and I have not noticed any longer delays than during the week. Now abuse is the department that does not work weekends or at least didn't use to.

As for the original poster: definitely check with Live Help as I think it may have been assigned to someone that may not be available on weekends, or vacation maybe?

Now I will crawl back into my hole and whine to myself.

Serra · #9 03-02-2008, 03:21 PM

Quote:

Originally Posted by gwyneth

George, have I read his post wrong? It sounds like the first question was late Friday night...

Well, really, for $10.00 a month, I wouldn't expect a that sales is interested in a long drawn out conversation. Either they are right for the customer or not. It isn't rocket science. Just buy an account, it takes about 10 seconds. (45 if you can't automatically fill forms) and be done with it. No waiting.

I really don't understand why people put so much effort into questioning a hosting company for something that only costs $0 to try and $10 a month if they like it. If you want 50 dedicated servers, I expect you'll get a faster response, if you want to pay them $10.00 a month and want to tie up a support person for three hours with questions, I'm fairly sure, they'd rather you take a hike.

Spike · #10 03-02-2008, 03:28 PM

I am not looking at a $10.00 account, I am looking at a dedicated server. What got me concerned was that they replied once and then I had a question based on there reponse and thats when I got told,

"Your ticket has been moved to Dedicated Sales in order to better assist you. Someone in this department will be updating you shortly. Thank you for standing by."

And 36 hours later I have not recieved a reply. I have talked to live chat about an hour ago and they said they would escalate the ticket and I should recieve a response this afternoon. So I will wait and see what happens.