Service Going Down Hill

[Gurboura]

Over the past few weeks, I've noticed that customer service and even just HostGator itself has been going downhill.

Waiting to speak to a live chat operator has taken longer and longer, and then when you actually receive someone, they tell you to hold several times and it's another minute or two for that wait.

I've opened a ticket for Affiliates, not heard a word on it.

HostGator unevils a new theme for cPanel that has alot of awesome features, sweet you say! Until you notice they placed ads on it. Yes, ads on a payed hosting plan.

Too say the least, I'm not a happy customer at the moment.

[GatorDHanna]

I'm sorry to hear that you've been having some less than ideal interactions and experiences with us. With that in mind, I'd like to work with you personally to resolve your issues.

Could you post some the IDs for tickets you still need help with or that were handled in a way different than you expected? I'll check into them right away and get you an answer.

[Gurboura]

Sure, the ticket is AFR-3068092.

It seems the chat reps have been overloaded, when I was waiting for an op it said there were 19 reps and 23 open chat lines. Maybe they are being over whelmed with people looking for help?

[GatorDHanna]

I see you did get a reply and I apologize that it took longer than expected. Our affiliates queue is averaging response times around 13 hours now, so any future tickets should be resolved more quickly.

I also just went into chat and was connected to an agent almost immediately (within 20 seconds). 19 representatives handling 23 chats is not high volume at all. Our average chat wait time is very low and it is a metric that is actually improving instead of getting worse.

[GatorBrent]

We would be happy to change you back to the old skin to get rid of the partners section. Would you like me to go ahead and do this for you?

Our service most definitely has not degraded at all. If anything it has improved drastically recently. You can ask any of our employees and they will tell you that they usually are fighting over both tickets and chats. Lately we have been so overstaffed we are sending people home daily.

If you contacted us in chat yesterday they were most likely overwhelmed temporarily due to the skin we pushed put. Anytime we do a major change like this our support volume has an instant boost to 10x the normal volume temporarily.

Affiliate tickets are only answered by two employees so usually are much slower to be responded to then our sales or hosting support.

Can you let try starting a chat again and let me know how long it takes for it to be taken and post the results? Thanks!

[GatorBrent]

moving forums till I hear back from you. thanks!