Suspended Account Question

[tondelo]

Brent,

Last night I got a message from you about a account of mine that was suspended for spamming. The explanation was only 4 words and confused the heck out of me since I have barely used that account.

I sent you, support, and sales e-mails and haven't heard anything back.

Today the account is active again and I made no changes to it (since it was suspended).

Basically i'm wondering what happened, what resolved it, and why a warning message wasn't sent before the suspension.

Thanks

[tondelo]

Just lovely, suspended again and no notice from HG staff or responsed to my e-mails.

Is anyone awake over there?

We are available 24/7, what is your ticket Id and I can check but we answer all emails, did you not receive a response?

[tondelo]

Ben,

I've sent 3 e-mails so far with no ticket number issued and no responsed. The last one was sent at Wed, 3 Nov 2004 10:47:56 -0800 (PST).

Who are you sending the emails too and with what email address? If it goes to sales or support you auto get a ticket Id back when our system gets it, so it sounds like its not getther there.

[tondelo]

Ben,

I'm up to my 4th one now.. I even sent this one from a totally different account. The first 3 went to sales, support, and brent.

The last one was sent at 6:08 ( see below ).. Are you sure all of your systems are working right??

Date: Wed, 3 Nov 2004 18:08:36 -0600
From: tony@evolutioncomputersystems.com
To: support@hostgator.com
Cc: brent@hostgator.com

[GatorJustin]

Have you checked your spam filters/junk folders? 9 times out of 10 thats the problem. Can you check to see our replies have been incorrectly classified as spam?

-Justin

[Brink]

Could I offer a possible explanation of whats going on here?

tondelo sends mail to support@hostgator.com using his HG hosted email server which he always uses to send email. HG support team sends out a ticket Id along with a promise to look into the issue, but sends it to the email that tondelo used to sign up with instead of his "normal" email address. Tondelo never checks that email anymore because it's with yahoo or hotmail or some other crappy free email service.

Just a guess... Hey, it could happen.

[amartins]

Well my 2 cents:

I mentioned last week (in another thread) that 2 emails I sent off to support, on separate days from 2 different email SMTP servers (1 at HG and 1 at my regular ISP) *not* having had the usual reply with ticket number from support (or any reply for that matter).

Already this week I had a couple of support questions and those worked perfectly well, 1st the automated response with ticket number and then the reply.

Between one and the other behaviour I made no changes.

HTH

Antonio

[tondelo]

Could I offer a possible explanation of whats going on here?
tondelo sends mail to support@hostgator.com using his HG hosted email server which he always uses to send email. HG support team sends out a ticket Id along with a promise to look into the issue, but sends it to the email that tondelo used to sign up with instead of his "normal" email address. Tondelo never checks that email anymore because it's with yahoo or hotmail or some other crappy free email service.

Yes it could happen but it doesn't. From what I have seen, HG support is an autoresponder so I should at least be getting a ticket ID Back from them from the sending address. I am also very aware of where I have all my account settings pointing to and either check all of the e-mails regularly or have them forward to one of the free accounts that you love so dearly , and is checked multiple times a day.

Originally Posted by amartins

I mentioned last week (in another thread) that 2 emails I sent off to support, on separate days from 2 different email SMTP servers (1 at HG and 1 at my regular ISP) *not* having had the usual reply with ticket number from support (or any reply for that matter).
Already this week I had a couple of support questions and those worked perfectly well, 1st the automated response with ticket number and then the reply.
Antonio

I'm with you amartins, I think something is having problems..

Originally Posted by GatorJustin

Have you checked your spam filters/junk folders? 9 times out of 10 thats the problem. Can you check to see our replies have been incorrectly classified as spam?

Justin, that's the first place I look.

I just tested sending a ticket from multiple accounts, they can ignore them , and had tickets generated...

This is where it gets interesting..

I figured I had better jump and get this other one sent. This one includes the body of brent's original message so that I can be as descriptive as possible to whoever might get it. Especially since this account has been down for so long..

Guess what, this one never sent a ticket number..

What's the difference??

* One is a one liner, "Test" message
* One is a lenghty descriptive message

Dare I suggest that HG check THEIR spam filters ??

I just RE-submitted it, 6 times now, using a very short 4 line message and got a response ID number.. HGSupport #EJP-14281-575

Yep, HG check your spam settings..

Good thing this isn't a clients business account with as long as it's taking to get this resolved..

[tondelo]

Well, the issue has now been resolved.. I must add that it rather quick once the mail went through..

Have you ( HG ) checked about the spam-filter on your end and if so, are there any guidelines we should follow when submitting e-mail??

Nothing was wrong on our end and we were getting everyone elses emails fine, we don't really have much of a spam filter on this end per say as it goes into a huge automated database system. You used different outgoing email servers correct? Same computer?

[tondelo]

Ben,

I used my yahoo, HG, and earthlink account and did so on two different systems with two different ISP's

Well not sure what to say, we received emails from everyone just fine during that period, seems odd that not one of those emails you sent got a return ticket ID saying we received it.

Thanks, Ben