Unacceptable support [resolved]

[cptbob123]

I just want to talk to someone who doesn't say (oh you have to reply to the ticket to get that sorted)

I have spent the time to call you guys, and you tell me that you can't help unless I reply to the ticket and that admins "don't take calls".

Whats the point of a phone number if you can't use it I just need a problem solved that has taken several emails. And one phone call would of got it sorted.

[cptbob123]

GKR-3221217 - I specified which server and it was done on the other anyway
BIQ-4281791 - Incorrect information from Billy, then Ford didn't read my first email (or would of changed his hosts file), then he still couldn't do it

And now:
FEN-4720038 - So what if the Cert is signed. Thats not what I asked for, and certainly not was it causing the problem..

Recently it has taken 3/4 emails to get anything sorted. With the time diference in the Uk that is 3/4 days!!!

In my opinion: The above is a classic case of hostgator not reading emails thouroughly enough and not having the appropriate knowledge in the right places

[GatorDHanna]

I apologize for the confusion. Our live chat and phone support is available to answer basic questions and concerns. They're essentially webmasters who help out our most non-technical customers who are having simple problems with things like their email or FTP. Our more experienced customers might actually be more technically inclined than some of our phone and live chat employees.

Administrators don't take phone calls because the type of issues they deal with tend to be easier / faster to resolve via a ticket than over the phone.

However, with that in mind, it isn't unheard of whatsoever for our administrators to call customers who have complicated problems that are easier to deal with over the phone. If you feel you're having problems getting an issue resolved / communicated over email, don't hesitate to ask that an administrator call you in your ticket.

Hopefully this explanation helps. Let me know if you have any other questions or concerns.

[GatorDHanna]

I checked out your tickets and asked another administrator besides the ones who had worked with you originally to review your issue as well.

He told me that Ford's response was valid and correct and it looks like Ford tried to call you a few times to see if he could work with you to clarify anything that might have been confusing or difficult to understand.

I've moved your issue to our level three support queue and it is assigned to Ford at the moment. I've also added a note to the ticket asking the administrators working on it to pay extra attention to what you write and fully explain everything they've done.

If you're still having issues and would like to reply to the ticket with an update, let me know and I will ask that someone check it out in as much detail as possible.

[cptbob123]

Thankyou for this explantion.

An admin tried to call me yesterday.. So that proves your statement. Thanks for clearing this up.

[GatorDHanna]

You're very welcome. Thanks for the update.

[cptbob123]

Dhanna,

THanks for your email /PM. YOu can mark these as complete. I appreciate your throuougness on this also. But:

note to the ticket asking the administrators working on it to pay extra attention to what you write and fully explain everything they've done.

This seems to be a common problem that things are not read correctly, and you shouldn't have to mark my ticket. Things should be read in the first place.

You can make this as resolved. Lets hope we can continue the relationship between us.

Not sure if this requires a new post But why do I get 7 days to renew a SSL certificate? (MBQ-4785716) Why is not 30days?

hostgator have offered to extend (which is nice, but only by 15 days). I'll sort this when I am in the office tommorrow. Just as its yearly, people should get an email 30days before expiry? Like all domain registrars do on domains?

[GatorDHanna]

Thanks for your reply. I've marked this issue as resolved.

You're right in saying we should never have to add notes like that to accounts. In reality, though, we aren't perfect (far from it) and some issues fall through the cracks and require extra attention.

We try to do what we can to help customers who experience these situations in anyway we can by either adding a note like that and/or giving them the personal contact information of a manager or supervisor who can help them in case any issues occur in the future.

In regards to your SSL certificate, I asked our sales manager to look into that ticket and he just replied to you a couple of minutes ago. Our policy is currently to send reminders at 30, 14, and 7 days. For some reason, you didn't get notifications on that schedule and as a result, we're going to extend the renewal period so you have extra time to get that paid up and for us to get it renewed.

Thanks for your patience and understanding.