Support

michaelh613 · #1 06-25-2007, 05:21 AM

My beef is support seems to be interested in just turning around a ticket and not in helping the customer. Your blog says you were hiring people for numbers and not quality and our trying to change that. At this point you have failed.

I'm new with hostgator and have alot to learn. I've had issues with your system not provisioning accounts properly and went round and round with support until they admitted it was their problem and fixed it. (The customer is an idiot was the first choice)

Now I have a problem where email isn't logging in. I give you my setting and user id and password and then get asked what error message I am getting. How about testing the settings I gave you. (Either your server is rejecting a valid logon or I have made a mistake using your documentation, either problem can be determined by reproducing the steps I gave the rep but he couldn't be bothered to do that)

I have a PHP script that works on 1and1.com but fails with you. Again the rep refuses to look what is different. It appears to be an connection string issue. Again I may be reading your documentation wrong but simply testing a good PHP script of your own that connects to my my SQL database would be a good test for your support to verify your server is working correctly. Again they can't do this. They probably will eventually but after I have spent alot of time on it.

Frustrating to the least

michaelh613 · #2 06-25-2007, 08:04 AM

I see from reviewing other posts you want case numbers. Check out my most recent TGG-723557 and VRD-960097

michaelh613 · #3 06-25-2007, 09:04 AM

Good news my issues have been resolved. My email problem was a documentation issue with your system. Your docs give the wrong settings for setting my email. Jason Rodriguez resolved my mysql problems. There was an issue you your end with the mysql user he resolved and then a mistake on my compounding the issue which he discovered. You should add a way for us to let you know about the good reps as we easily complain about the bad ones.

***GatorPatrick*** · #4 06-25-2007, 07:51 PM

Hi Michael,

I've actually worked with you on a few tickets (JQW-655813 and YRA-175726). I'm sorry if you feel like we have not gone the extra mile for you, that is certainly not the experience we strive to provide for our customers. This forum is actually the perfect place to let our management know about good and bad experiences with support as that is the intended function of this board.

I'd like to thank you for your patience as sometimes it may take us a few questions to investigate and "rule out" some of the possible causes for your issues.

***GatorBrent*** · #5 06-29-2007, 08:23 PM

Hi Michael,

I'm glad we were able to get everything fixed up for you in the end. Some issues do require a lot of back and fourth to figure out what the problem is through trial and error. Could I edit your thread to be a positive? This is an overall review of hostgator. If you like us the positive helps get us business if it's negative it scares shoppers off. Please let me know . thanks!!

Also if you are ever having a problem you can't resolve you can contact me directly at brent @ hostgator.com I'd be happy to work on your issue.