Support has been fast

[PsiPro]

For the past few times I contacted live support, they have been very slow. Frequently I have not been greeted and after posting my message I am greeted with a very long pause, no acknoledgment.

I had a DNS error which live support could apparently not resolve, I opened ticket HTL-614293 as requested (@ 11:42). The issues was misdiagnosed at 11:44, an then properly diagnosed at 11:53. At 1am I had not received any update and when I asked live support what was going on i was simply told the ticket was opened and would be delt with.

When a client is breathing down my neck I know it makes me impatient, however such a pauses with no contact after the error is found seem excessive.

[PsiPro]

3AM, still waiting, but going to bed now.

[GatorBrent]

I am changing this to a postive review as you received support very quickly on a problem that was caused by your end user not us, and ticket being opened without information needed to help you.


ticket opened 17 Jul 2006 10:42 PM

17 Jul 2006 10:44 PM We resonded needing to know which account problem was on.


17 Jul 2006 10:50 PM you told us which server it was on

17 Jul 2006 10:53 PM we said....
"It appears the domain you're attempting to use is on two accounts:

"Is neither account supposed to have the domain "


17 Jul 2006 11:05 PM you responded back with the information needed to solve your problem.

Posted on 18 Jul 2006 02:46 AM We fixed the problem that was caused on your end for you.


A ticket being done in a few hours time is very quick. Had you provided the information needed in the very beginning in order to help you the ticket would of been solved in 2 minutes time when dave first helped you.

[PsiPro]

I will be attempting to change the title and symbol back, because perhaps I initally put in a misleading title. It should have read "Suppot is slowing and becomming less personal, more I'm just a number"

I only joined HG a year ago, and every time I got suport it felt like I was the only one they were talking to, and it made me chose HG over competitors. Now I'm rarely treated this way, that was the primary concern I was trying to address with this thread.

You are right, the ticket was resolved quickly, but not efficently. And as for what you said about me... You are wrong, and you insult me with what you said. If you read my very first e-mail you will see everything is included in that, the domain I am trying to change, what I am changing it to.

I also understand the need for support to verify that I wish to make the change becasue changing the wrong thing can do more harm then good. However, from my conformation of what to change to the effects taking place took nearly three hours.

To anyone reading this thread, host gator is great, they support is far above the crowd, however the first months of my hosting with them they spoiled me, they were always nice and helpful, however they seem to be slipping.

EDIT: If you have more questions or comments please post them, otherwise delete this thread. I have no bad intention and do not want to harm HG's image as I do love the service I get from you, I just however wanted to bring my opinions forward and have them responded too.