Why should I continue evaluate Hostgator? [Resolved]

[blender]

I opened a reseller account on friday to evaluate your product. For the past four nights my account has been suspended and every morning I have had to call support to get in re-instated. Any visitors to my website have seen "this account has been suspended" message during these periods of downtime, which I find somewhat insulting. (ticket: DJW-13215497). Today I asked that a knowledagebable staff call me to explain why this has been happening and what has been done to fix it, which I think is reasonable after four days and several hours on hold. I was told they were very busy but would email. I am also busy.

Why should I continue evaluate Hostgator?

[GatorJames]

I'd like to start out by apologizing for the trouble that you experienced during the first week of service with us. I took a look at the ticket and the reason for your account being suspended was due to a glitch between our old billing system, our new billing system and your account's username. The possibility of this happening again to you or any of our customers is beyond a million to one. It would be more likely that you would win the lottery than for this issue to reoccur.

Originally Posted by blender

Today I asked that a knowledagebable staff call me to explain why this has been happening and what has been done to fix it, which I think is reasonable after four days and several hours on hold. I was told they were very busy but would email. I am also busy.

I don't show you asking for a callback anywhere in any of your most recent tickets with us. Our administrators will call our customers back if you request it and provide a time frame. We are never too busy for our customers and try to treat each issue with the utmost care and respect.

Our current sales supervisor has followed up with you in your other ticket HKL-13220261. If there is anything further we can do for you please let us know.

[blender]

I would not consider this [Resolved] as I have not decided whether to close my account. I appreciate your taking the time to look at my tickets. If you re-visit them you will find my specific request for a call back with my number:

For the third morning in a row my account has been suspended. That is 3 of 4 days the account has existed. Please have someone knowledgeable call me and explain why this is happening and what you are doing to fix this. 604-xxx-xxxx.

Also, the "account has been suspended" message that visitors to my website are seeing is insulting.

Perhaps the odds of this happening again for this specific reason are small, but what are the odds of some other slip resulting in all my clients (this is a reseller account after all) getting a "account has been suspended" presented to all visitors to all their sites? This is categorically worse than the server being down, which in my case is maybe 20% of the time to date. Ironically hostgator offers a bonus book on setting up your server which recommends not using an "account suspended" message.

My concerns over this message have never been addressed, except by a front line support who agreed it is pretty bad. Front line support was quick and polite.

A Hostgator supervisor did explain the problem and offer me a free month of hosting ... after I posted here AND sent a ticket to sales with my concerns. The free month is a nice gesture but is trivial compared to my time.

[blender]

Hostgator did some further follow-up which was appreciated. I suspect my initial experience was unusual and I continue to evaluate their service which, except for this one experience, has been better than my previous host.

I hope they will reconsider their "account has been suspended" message as I believe having the website down is enough motivation to keep an account in good standing.