Support is no longer great

[atavist]

I posted a frustrating problem I was having with the web templates (am I the only one having this problem?) at 10:44am yesterday. After some conversation I was told it was my problem which I don't believe it was having tested in more than one browser. Conversation continued until early hours of the morning (my time) probably about 3:30am with no resolution or even admitting there was a problem. I went on the live chat this morning and tried speaking to a real person and after misunderstanding my problem and telling me it was something to do with my IP not being propagated they told me to wait for someone to respond to my ticket. I reposted to the ticket at 10:09 am but so for nothing.

I only get weekends to work in long stints at my websites. If it takes two days or more to resolve a problem then this is not great. The front page of the site clearly says 24/7 support so if I have a pending problem is it too much to expect a reply within a reasonable timeframe? I posted at 10:09am this morning. No idea what the time is now but local time for me is 18:19pm.

What happened to the fanatical support that I was led to believe existed here? That was why I joined in the first place.

Maybe time to start looking at other solutions.

Hi,

What's the ticket ID please? I'd like to look at what steps were taken/what was said, and what the issue was. Thanks.

[atavist]

Isn-413432

[atavist]

Well it's now 22:20 local time and not even a reply.

[atavist]

23:29 I got a reply to my ticket that didn't address the problem it just addressed the fact that I got blocked yesterday. REALLY not impressed guys.

Hi,

Lets look at your ticket history.

Issue: YOu want to download more than a few templates and the system blocks you for downloading too much. You state you were unable to download the files, and that the popup window never shows for you. Staff tests show the system working normally. Your local tests do not work, and you state both browsers fail to work for you. Eventually you reinstalled firefox, and were able to download the files, but then reached a limit on templates once again after downloading more than a few in a short period of time.

25 Jan 2008 09:44 AM ISN-413432 created
25 Jan 2008 10:41 AM Staff Reply (+57 min)
25 Jan 2008 12:09 PM You Reply
25 Jan 2008 12:18 PM You Reply, resetting the last updated time
25 Jan 2008 02:05 PM Staff Reply (+1h 47 min)
25 Jan 2008 02:25 PM You Reply
25 Jan 2008 03:54 PM Staff Reply (+1h 30 min): Staff gives you your requested template.
25 Jan 2008 04:08 PM You Reply
25 Jan 2008 08:23 PM You Reply, resetting the last updated time
26 Jan 2008 01:17 AM Staff Reply (+4h 54 min)
26 Jan 2008 09:09 AM You Reply
26 Jan 2008 12:29 PM You Reply, resetting the last updated time
26 Jan 2008 04:52 PM Staff Reply (+4h 23 min)
26 Jan 2008 05:32 PM You Reply
26 Jan 2008 08:27 PM You Reply, resetting the last updated time

Every time you reply multiple times, it resets the last updated time on the ticket. Tickets are sorted from oldest to newest for all staff, based on the last updated time, so each time you do this, it puts you at the bottom of the list.

Response times to your ticket requests were sometimes excessive, but for the most part they were close to standard. Again, we're trying to fill needed positions to maintain fast response times.

Now, the point of your ticket is that you were unable to download templates, and are angry about that. The system is functioning, and I'm not aware of any other complaints regarding this. Your login credentials were tested, and an administrator was able to successfully download some using your account.

If you're having issues and are attempting to download over and over, you can trip the automated filter that blocks spidering and other activity. In your ticket, an administrator even reset that counter for you.

In short, support is working to help you. Response times are not what we want, but we're fixing that. This review is a gripe about a single incident, and does not accurately reflect an overall experience with HostGator. I'm going to move it to general support.

[cordoba11]

tell me about it i was getting ready to drop hg too
but eventualy they resolved my issues
you just have to be a little p and give them a chance

[Suenowebber]

Well, it is also happening to me. For the last 5 days I have been trying to download a "single template". It took like 45min before I got this

You must be a HostGator customer to get access to our free templates. Click Here to order an account now. If you are a HostGator customer and the information you entered is correct, please contact support.

I live-chatted with one of the reps. The first time live chat told me it was the pop-up blocker and my firewall. I disabled both and still didn't work, then he said I had to wait at 24 hrs, because i might have attempted to download it many times, he also suggested to download firefox, which I personally don't like, but I had to.

Waited 24 hrs, tried again and nothing, contacted live support, again IT IS ALWAYS THE CUSTOMER, BECAUSE IT LOOKS GOOD ON THEIR SIDE

Justin M: All I can do is upload the template you want to your site. I get a download popup just fine
Justin M: There is no issue downloading the template
Justin M: There is no issue downloading the template
Justin M: I was presented with download popup
downloaded mozilla firefox.


Of course it does!!, but I only want it to work "just" fine on my side, when I do my local tests, when I want to download it using my computer, at my own time, 24/7/365.

I finally downloaded mozilla, told the rep to wait, we tried it one more time and took forever and didn't download anything. He told me to reset my modem, which I did, attempted another download, niet zero, nada.

I decided to wait 24 hrs since I thought I coulda triggered a block on my account due to many attempts within the 24hr-time period.

Here I am, more than 36 hrs later, Tuesday, Feb. 5th, 9:54, trying to download a template using firefox, with both google and microsoft pop-up blocker disabled, firewall too. It's been more than 30 mins, no pop-up to download template, the logo/circling dots on the right upper corner of firefox keep blinking like it was downloading something, IN SHORT, I NEED HELP DOWNLOADING TEMPLATES.


If I tripped the automated filter that blocks spidering and other activity, like GATORJAMYN said, or if there is a block on my account or if there is another technical issue, how can I or hostgator get it fixed???


Thank you

[Wayne Sallee]

I would suggest that you use a web authoring software on your computer to create your web pages, and then upload them using ftp software. Also there are a number of web sites that have templates that you can download.

Wayne Sallee
Wayne@WayneSallee.com