Very long support ticket times

[kanjigirl]

I don't submit a support ticket unless one of my clients is really having a problem. The 3-4 hour response times I've experienced this week are really unacceptable (especially to my clients!). In the past, I would get an answer usually in no more than 1-2 hours, which was great.

Today I got in line in chat to find out what the status of my ticket was, and was 54th in line.

Are you planning to hire more support staff to accommodate the increased support requests?

[GatorRMerritt]

Hello,

I apologize for the inconvenience support response times are higher than average due to the DNS Behavior Changes that Verisign has made, more information on this change can be found at: https://www.verisign.com/domain-name...ior/index.html

[joanne]

I had an immediate response from support around 6 hours ago due to this issue to say they would take care of it and I have updated the ticket several times to see if there is anything I can do my end but I have heard nothing back.

The strange thing is that it is not affecting my .com domains but all the others .net. info. co.uk .org and .es and even .us

These domains can be viewed from the US but not in many places of Europe
My clients are going crazy.

[GvilleRick]

Originally Posted by joanne

I had an immediate response from support around 6 hours ago due to this issue to say they would take care of it and I have updated the ticket several times to see if there is anything I can do my end but I have heard nothing back.

It is not a good idea to update the ticket since that will bump the ticket back to the bottom of the queue according to previous comments in the forum. To check on the status it is best to contact Live Chat and ask them to check on the ticket.

[joanne]

Will do, Thank you.
I just hope I don't have 54 in front of me!!!

[joanne]

30 in front and 44 technicians
Doesn't make much sense to me. more than 1 technicians per person?

[joanne]

Doh. I get it now

[joanne]

Well even though there were 30 in front it went very quickly and hopefully everthing is now sorted out.

[GatorJoshL]

Joanne,

Glad to hear this was sorted out, and we do apologize for the delay in getting the issue corrected. Most of the times you can expect about 1-2hr support ticket response times, however when something like this happens that effects a lot of our customers then of course the amount of support requests go up.

Support times can vary, depending on what is going on. And to answer your question, yes we are hiring technicians and administrators every day. We just finished opening our new training room (we out grew our old one) where we can sit 20 new employees for training every two weeks. (we do that many hires every two weeks) .

Again we do apologize for the delay, and am glad everything is good to go now.

[joanne]

Josh,

Thank you for your reply but your answer reflects what I feel sometimes happens with support chat and the ticket system.

I had several replies with great detail on what I had to do with my private nameservers. Register them with my domain registrar point the IP’s etc and then tell Hostgator what they were to add them to my account.

Great information if I had just started out …. But if they had taken a few moments to look at my client details they would have seen that I had done all this 4 years ago when I first started with Hostgator. I even had an answer that my Private nameservers did not exsist on Hostgator and was given all the details again on what to do. I have had the same nameservers with Hostgator for the past 4 years and all the details with this nameserver were sent with my welcome email. All domains in my account were using these name servers with no problems for the past 4 years.

Can you understand that it is a little frustrating when really the first thing support should do is have a look at the clients details and not assume that they are totally new?

DNS propagation is very fast nowadays and after many hours of waiting and nothing happening, the answers are “can take 4- 6 hours” after that “can take 6-12 hours” and then “Up to 72 Hours”. I know it can take longer sometimes but I asked many times to please check my account as things were not right.

Luckily the error was spotted and everything was then working within minutes (so much for the 72 hour propagation!)

If you had read the thread correctly you would see that I was not complaining about the support times, if fact I said that I had been replied to immediately and in another thread I said that although there was 30 people in front of me, I was attended very quickly.

I also did not mention anything about needing to hire new technicians, as I said before waiting less than 5 minutes and 30 people in front of me for the chat when there are a lot of problems due to something that is not Hostgators fault is pretty good!

I have always though Hostgator’s service and support are excellent, but sometimes the answers can be very frustrating and illogical,

[Pazeh]

@joanne, no offense, but Josh's explanation was a direct answer to the OP's Question (last line of the first post), maybe next time you should read the thread carefully

[regentronique]

@Pazeh, no offense, but Josh's answer was starting with :

"Joanne,

Glad to hear this was sorted out, and we do apologize for the delay in getting the issue corrected. Most of the times you can expect about 1-2hr support ticket response times, however when something like this happens that effects a lot of our customers then of course the amount of support requests go up."

So, Joanne had no way to suspect Josh was responding to anyone else because he never wrote anything clearly stating that.

Maybe next time you should read the thread carefully...

[joanne]

Thanks Reg,

Some people really jump in to defend when I haven't really said anything bad. We are in the suggestions forum after all.
When a thread starts with your name, you do tend to think that it is directed at oneself.

[Pazeh]

No need to feel that I'm defending someone, cause I'm not! If your feeling that I'm defending Josh, that means, your feeling that I'm attacking you, which is the last thing I want to do.

I just made things clear with a way calmer tone that you used in our post.

Even if Josh started with "Joanne" I was clear that he is addressing the OP, he even did start a new paragraph!!

[GatorJoshL]

Joanne,

I do apologize, I was replying to the thread starter and not directly to you. I just copied the wrong name from the thread.

If you would like, just PM me the chat ID's and ticket #'s that you have had issues with and I'll be glad to check into them.

The problem was that the .com/.net/.org changed their policy on name servers. It used to be that you could just set the A records at the registrar and it would be sufficient enough to set as private name servers. However, starting March 1st the name servers have to be in the actual DNS zone file, if it has mismatched glue (name servers not set in the zone file but at the registrar) then it will cause issues.

Again my apologies for mistyping your name in my reply, it was not directed at you however if you need anything just feel free to pm me.

Thanks

[joanne]

No problem Josh,
Everything is sorted out now thanks. No need for further investigation.
I must state that Hostgator has been helpful in this matter and it was not their fault that Verisign decided to change things so drastically.

Joanne