Support has been "Nice" - but they haven't respected MY Time (or Educated input)

[mdrmike]

My company maintains a reseller account with Host Gator, for a little more than a year now. To be fair, for the most part we've been happy with HG. We have multiple clients which we offer consulting, design, hosting, and soon e-commerce services. And we are growing. I have a technical background/bachelors in InfoSys, I've worked in I.T. for over 15years and specifically in web development for over 10. I consider myself fairly proficient with most web technologies related to Apache & IIS - unix & win. (php, asp, asp.net, etc)

In the year and a half I've been with Host Gator, I've only had the need to contact support three times. I try not to utilize support for things where the answer is already posted. So I always check support forums, etc. first. In total people from my company have initiated 7-10 tickets for HG support.

Of my three experience two were bad. I had to say or ask the same question repeatedly, and the answers I received were barely related to my problem. The common problem with the two bad experiences is that HG support personnel simply don't read trouble tickets. I took the time to be as courteous and complete as possible, and the majority of my text was ignored.

For HG's reference the latest episode... is: ERS-90525-878

It has now arisen for the third time in as many days after 25+ emails and "two fixes" -- Fantastico is incorrectly setup on my server. At least for my reseller & client accounts. I guess more specifically permissions are incorrect. HG support identified this fact within two emails... but I think I was consistently handed off followed by lack of testing on HG's part -- they'd essentially hand it back to me and try it now. No-one tested their own work!!! along with EXTREMELY short and cryptic feedback. This process might make sense on short questions... but once a ticket goes back and fourth 10times.. you'd think someone would take some initiative and at least READ my email.

The problem on this case is permissions now keep reverting after they've been "fixed." I brought this fact up when this was solved late last night. I asked for details about the fix fearing I might need to relay the info again today (not to mention it took nearly another ten emails for them to READ my problem -- even though I knew it was the same thing). I was told

Should be good for future. Next time if this arises, you can open this same ticket.

Hope someone at HG reads this and looks at my ticket to gain a better understanding of what appears to be a common problem in the support organization -- as I spoke to at least 5 different people -- and I'm right back to square one.

I should add, that neither problem has caused any kind of outtage, and is a relatively low priority considering. However, I am in the middle of projects, and don't have time to babysit. It just shouldn't take 3 times to fix something as simple as the Fantastico setup -- which should be setup very similar for everyone on the server, I'd assume.

[GatorJay]

Thread moved, wrong forum for polls. (As people can not reply or answer them.)