Very disappointed with Hostgator support

[thunder]

I have too say I was very disappointed by the level of service I got
this past weekend from Hostgator.

I was one of those unlucky customers affected by Audi going down on
Wednesday, which was bad enough, but things got worse over the weekend.

On Friday I submitted a support ticket to have a secure cert reinstalled
because it was wiped after the reinstall. As far as I know the cert was
installed on Friday evening but the dedicated IP number wasn't, I
updated the ticket on Saturday morning but didn't hear anything back, so
I emailed again asking for a status update on Saturday evening.

By Sunday my customer was going crazy because his site wasn't working
since Wednesday, so I gave him the https://secure22.websitewelcome.com
address to use as a temporary measure, of course as soon as I sent him
the email he replies saying that this didn't work either.... time for
another ticket. I got a reply within a couple of minutes that said:

"Our admins are in the process of re-installing the shared SSL on the
server.Please allow some time."

Fine I thought, they're fixing it so at least I can tell my customer
something. However by Sunday evening I still hadn't heard anything
about my original ticket and the shared cert wasn't working, so I
emailed asking for an update on the shared vert.

Here's the reply:

"We have escalated your issue to our senior system admins.Please allow
sometime for the certificate to be installed."

Hold on... earlier the same day the same support rep had told me 'Our
admins are in the process of re-installing the shared SSL on the
server'... at this stage I knew I was in trouble. It was now obvious
that whoever was working the support desk couldn't resolve anything for
me and that it would probably have to wait till Monday morning. Of
course when I asked them in live chat for some idea of how long it would
take to resolve the 2 outstanding tickets, they wouldn't or couldn't give an answer.

Of course I'm unhappy with the fact that I had to wait until Monday morning to have the shared cert reinstalled and Monday afternoon to have the customers cert reinstalled, but what I'm most annoyed about is the lack of information I received.

If someone had replied to me on Friday and told me it would be Monday before the issue would be resolved, that would be fine. I might not be very happy about it, but at least I'd know, and I could pass this information on to my customer. Instead I received no updates when I requested them via email, and mis-information on live chat.

The whole episode has left me feeling very disillusioned with Hostgator, because when I really needed them they left me down badly and I ended up looking like a fool in front of my customer.

I don't really want to have to go looking for a new host, but at the same time I no longer have that much faith in Hostgator.

[GatorBrent]

ticket number?

[thunder]

HGSupport #OUX-37075-237
HGSupport #CKY-64544-704