Support ??? bad

tek2dev · #1 07-25-2007, 08:06 AM

For the past two years things have been going pretty good until last month. Then support went downhill fast.

I have now been down for 15 hours for "spamming" and have not been told how or who is doing the spamming. All I get from support when they answer is they are working on it and it will be back up shortly. (They must been learning how to tell time from Microsoft). Support (or lack of) shuts you down with no warning and says that they will get back to you in 24-48 hours. Not a way to treat a reseller. Had I known that the support was this bad and the way they treat resellers was this poor I would have gone with someone else.

All I can say to anyone looking at hostgator be wary because if you can fix it yourself it won't get fixed. The only answer I have gotten in the past 15 hours is to upgrade to a dedicated server to resolve the problem. The problem to me looks like they don't know what they are doing and need to hire some real techs and not entry level people who can barely answer a phone or chat session.

***GatorDaveC*** · #2 07-25-2007, 10:55 AM

Hello,
We usually don't suspend accounts for sending e-mail spam unless the account is saturated with exploits. Most of the time the directory gets disabled where the spam is originating from.

Would you happen to have the ticket number for the abuse ticket so I can take a look at it?

tek2dev · #3 07-25-2007, 10:59 AM

Here is the ticket number YZG-892053

#4 07-25-2007, 01:50 PM

Hi Tek2Dev,

I spoke with you earlier this morning, and I do agree the process broke down here. The abuse department is handled by fewer employees due to the nature of what's done there, but that doesn't justify the 12+ hours between your suspension and unsuspension. I will backtrack what broke down here and get it resolved.

If you're up to it, I would very much appreciate you taking a moment to update your review when you have a bit of time. Your opinion and feedback does matter to me (and to HostGator as a whole), and we are always looking at ways to improve processes, especially when it comes to interactions such as this.

Thank you for providing your insight to me earlier. I will be making changes to the system based on that feedback.