Server overloaded for 2 weeks. Poor support.

[rmcsh1]

I have been a HostGator customer for as long as I can remember (If memory serves me correct there were 3 people working for you when I first signed up). For the most part I've been very happy with the service I've received over the years. So much so that I now have 2 managed dedi's and a separate reseller account with you.

Unfortunately the level of service has dropped dramatically lately. So much so that I'm holding off on ordering a 3rd dedi and considering going someplace else.

The example I'm going to site today is with my reseller account. It's on server rx8 which has been having load problems now for more than 2 weeks. Currently the load on that machine is running at 28.79 (two cpu). I've signed into chat several times over the coarse of the last couple of weeks to ask that someone look into the problem.

Yesterday I got a very good chat tech who took a look, suspended an account, and boom - The server load dropped to 8. Not fantastic but much better than it was. I was assured they would have an admin keep an eye on it for me to make sure it didn't go back up.

This morning it's back to being crazy high and my sites will barely load. I logged into chat again and got a terrible chat tech. I know his name from previous dealings and every time I deal with him I cringe. I'm not going to give his name here but if someone from HG would like to PM me I'll be glad to give you his name. He told me 'The server is having issues'. I told him I was aware of that and asked him to look into it. I was told it was 'on the list' and that an admin would be looking into it. Mind you this conversation took me 15 minutes because he was so busy with the other people he was chatting with and even typed messages meant for other people into our chat session.

This is just one example of a recent pattern of problems. Three things come to mind:

1. - I thought all of your shared servers are monitored for high loads so that you can take action quickly. If that's the case why do I keep having to log into chat and let you know?

2. - Why is this problem occuring so often? The loads have been high now for a couple of weeks. Can't someone there find the account abusing the server?

3. - Why the difference in chat support quality. Why does one tech look right into the problem and fix it in 2 minutes while it takes 15 minutes to get a blow off answer from the next?


I guess my point in this review is that something is happening at HostGator. Your quality of service is dropping dramatically. It feels like as you grow things are getting worse and worse.

I understand that high server loads are something you live with sometimes when you're on a shared server (which my reseller account is). I can live with that. I just need to know that you're on top of things and won't let it continue to go on to the point of risking my businesses reputation. A slowdown here and there I can explain away. Once it goes on for so long I start to loose business.

PLEASE PLEASE PLEASE Hostgator - take a step back, look at your growth, and find a way to bring back the levels of service and support we've been used to. It's what has lead to your growth. On the flip side if it stays this bad - it could lead to your business dropping off dramatically.

[GatorJoshL]

rmcsh1,

I tried to give you a call however the # on file is not in service.

I want to apologize for the issues you are seeing on the server rx8. I am logged into the server now and will personally make sure that the load stays low and we find whatever issue is causing the high loads.


To answer your questions;

1. - I thought all of your shared servers are monitored for high loads so that you can take action quickly. If that's the case why do I keep having to log into chat and let you know?

All our servers are monitored 24/7, however if the load shoots up quickly there might not be an administrator logged in right away. You should have never been told 'its on the list' that is unacceptable. Please PM me the chad ID so that I can review this.


2. - Why is this problem occuring so often? The loads have been high now for a couple of weeks. Can't someone there find the account abusing the server?

I will personally take care of this for you, yes we can find the account and should have.

3. - Why the difference in chat support quality. Why does one tech look right into the problem and fix it in 2 minutes while it takes 15 minutes to get a blow off answer from the next?

There are different levels of chat techs when you call in. As I stated above however, you should have never been told 'it is on the list'. We are very proud of our customer support and if you see that it is declining please send me the chat IDs and ticket IDs you have that you feel our support could have been better on.

I assure you I will personally get this taken care of for you, please PM me the information I requested and a phone number or email address I can reach you at.

Thank you,

[rmcsh1]

Josh,

I have PM'd you the info you've asked for. Unfortunately these kinds of problems aren't something new. The last time I had a problem and contacted support I ran into the same thing and had to get Patrick involved.

You can read up on that here.

Thank you for looking into this for me.

[rmcsh1]

Just as a follow up to anyone reading this review - I received assurances from Josh yesterday that he would personally review the status of this server and make sure the load stayed low and the problems were corrected.

However as of this morning the loads are spiking back above 20 (on 2 cpus) and now the spamd service has been down for more than 3 hours.

Hostgator - your services levels have dropped and it's not an isolated incident. My review stands - you need to take a step back and review why the wheels are falling off the cart here.

[GatorJoshL]

Good morning,

Thank you for your response. I do apologize you are having issues with the server again. I am not showing that the server went over a 20 load in our charts, what time did it go over 20? We are still actively monitoring this server to ensure its stability.

The spamd service was down, it is now back online, this is not a service that we actively monitor however in the future we will be.

[rmcsh1]

Josh,

The server was above 20 when I posted that message. The peak load I saw this morning was above a 23. Just as an FYI I entered ticket #ACI-13481833 at 10:19 this morning. I've yet to receive a response so if you want to close that ticket regarding the spamd service go ahead.

FYI That server load is currently 19.27 which for a 2 cpu server is very high.