Service Is Great

[360evo9]

Hi ya,

I have used HostGator for various projects over the years. HostGator is great as normally it is easy to setup and cheap prices. I do web design and programming, I generally have clients switch or setup with HostGator since the prices are normally cheaper then what they use.

I have yet to need support for any accounts until last night whenever a new client signed up (Paid 3 years ahead and I don't bother with the affiliate program).

First the account wasn't setup correctly, supposedly since the password was too similar to the username, however the details that were mailed weren't even the correct server. I spent 45 minutes on the phone until being told to submit a ticket, finally they had to reset things up and give me the correct server information. Whenever techs were replying to the ticket, I felt as if they read one sentence of the ticket and spouted off a response. Finally after several random responses back and forth, it finally got solved. One of the big issues I had with this, if the client had setup the DNS info that I was given, their domain would have been unresolvable for 24-48 hours if not more. (Ticket Reference: DBH-2460107)

Now there is a new issue of trying to get html files to parse as php. I tried the normal htaccess commands with no progress. So I reviewed the forum and followed the cPanel instructions, again no progress. So I went on the online chat for 45 minutes with no progress, then was told to open a ticket. The response I got on support ticket is that I had to use the "real url" not the temp url to use php5. Yet I can use php just fine using the temp url....I have still yet to get a resolution on this...I am waiting in limbo with random responses that have nothing to do with the problem at hand. (Ticket Reference: DHH-2461807)

So in closing...HostGator has GREAT and reliable service...Yet their support...The thing that HostGator harps on having the best of...In my opinion...Really sucks...I have worked at several datacenters and have a background in the webhosting industry. The responses I got in the support tickets and phone calls were so far off base of the actual answer that I am baffled.

Will I continue to use and recommend HostGator? Yeah, I just hope the client or I don't have any support issues...

Thank you,
Jon

[360evo9]

Originally Posted by GatorJose

Thanks for the awesome review Jon, We strive for excellence and glad to hear nothing but great things from you

I think this pretty much proves my point...Did you read the entire review?

[360evo9]

Just a quick follow up on ticket DHH-2461807

The issue with the configuration of html parsing as php was finally correctly answered after dealing with a few techs. As I was testing the functionality and tweaking some things, I noticed lagging of the pages. cPanel was showing the load over 9, which I understand in a shared environment that can happen due to abuse with new accounts or just a script gone bad. I updated the ticket with the issue, however the response I got from one of the techs almost an hour later, was the famous oh its not happening now approach. Luckily another tech responded a shortly after since he actually investigated the problem. He found that a new account was being abused, he removed the account and monitored the server.

So...My new conclusion...There is some hope for the support at HostGator...Just getting to that final resolution can be stressful and quite annoying. I am still baffled by some of the solutions and responses I received on the two tickets.

Thanks,
Jon

[360evo9]

Okay one more update...Gotta be fair

I just got off the phone with one of the staff members with HostGator. I feel better now that some things were explained. It of course doesn't make it right of what happened however according to the staff member they are taking proactive measures to prevent these kind of issues.

I will be the first to understand growing pains and inexperienced techs, as long as things are being done to fix the issue. So hopefully this is a step in the right direction of better support.

I will continue to support HostGator based off their pricing and service. As long as the support is being improved, I believe HostGator is a reliable and longterm hosting provider.

Thank you,
Jon

[360evo9]

Ugh...I am starting to think there is a large lack of communications at HostGator when it comes to support. On top of the inexperienced or just lazy techs.

[360evo9]

Okay yeah I'm bout done with HostGator...Support is nonexistent...

[GatorBrent]

I looked over DBH-2460107 and the ticket went fine until you through this into the mix "Am I still suppose to be logging into: http://74.52.65.130/cpanel"

Where did you get that ip from? Did we send that to you?

DHH-2461807 I see was solved a hour after putting the ticket in. The problem was in how you setup your htaccess.


I think the true problems you are having are trying to go through chat / phone for very technical issues. Chat and phone aren't admins and based on some of the problems your asking it's pretty clear you are far more advanced technically then the people you would be talking to. If you stick to tickets I'm sure we will continue to help you and solve your problem very quickly as the two tickets above have shown.

[360evo9]

Brent I disagree with your statement that sticking to tickets is the best answer...Half the responses I got through the ticket system were incorrect or had nothing to do with the problem at hand.

Lately I have had no support issues so things have been okay...I just cringe at the thought of having to deal with support at this point...

Thank you,
Jon

[GatorBrent]

If this was the only time you contacted support it's a little unfair to judge us on this. If you have a problem in the future please do contact me. I'm editing the title since you've only dealt with support one time it wouldn't be possible to give a fair review of it.