Thanks HostGator

[Keith W]

Hi All,

I have been with HostGator for a number of years, using them for various projects, and have been very happy with the level of service I receive.

I often read the reviews section here and sometimes read negative reviews where it turns out the fault laid not with HostGator but the client themselves and I often wonder to myself how on earth people can write such reviews without checking everything to make sure it is not an error on there part.

Even in the above scenario HostGator is very gracious and understanding which for me is another plus point.

Last night I had just such a situation myself.....

I had a domain that got suspended due to a bill not being paid and naturally I was quite upset that I had not been notified via email that an invoice was due.

This issue was then compounded by the fact that I could not log into billing to pay the outstanding invoice.

Now even more upset I fired off a support ticket and also popped into live chat to say how upset I was and could they fix this issue.

My chat operator was William Ho who was very helpful and he was right on the button in solving the issue.

It seems I had used an email address for billing that I was no longer using which is why I had not received any notifications about an invoice being due, as you can imagine I was very red faced at this point having realized that this was all my fault and not HostGators.

As I said William Ho was right on the button with his help, he was fast and efficient it getting things sorted for me and was very gracious and understanding when it became apparent that this issue was entirely my own fault.

So a big thank you to William for all your help.

There are a number of things that can be learnt from this review:

Don't be to quick to blame HostGator for your problems and always check, and double check, that the problem is not your fault (There is an old saying that photographers use when preparing mounts for displaying a picture - measure twice, cut once)

Always make sure that you are aware of the dates that any of your accounts are due and do not rely on being sent an email to remind you.

And perhaps the most important thing is to make sure you always have an up to date and working email listed in your billing area.

[GatorJoshL]

Keith,

Thank you for the review, as such an active member of our community here at HostGator we definitely appreciate it. We actually do not mind if it is our fault or not when customers post in the review section, we strive for customer satisfaction either way. Our Phone/Chat and Administrators are supposed to go over and above our "scope" of support on issues.

For example, if a client came into chat and said "I lost my wordpress password and cannot login." If we told them that they needed to contact wordpress on that, then our support would be no better then the other hosting companies out there.

I do agree that customer reviews should include information regarding our service and support as yours did. Usually when that kind of post is composed in here we will contact the client and get it resolved and moved to the correct Forum.

Again Keith, Thank you for your review and if you ever need anything just shoot me a PM!

Have a great day,

[Keith W]

Who's Kevin? LOL

Your welcome Josh

I am more than happy to hold my hands up when I am wrong and the fact that HostGator are very understanding in situations like this and often go above and beyond the call of duty is a big plus point in my book.

I would appreciate it if you could pass on my thanks once again to William for me.

All the best.

Take care,

Keith

[GatorJoshL]

Keith,

How embarrassing Yeah I'll let William know for you, again thanks for your review!