You should have better support

[downloadvyp]

your support was good in the past.but now (since a few months) it is very bad .the chat support it is worst .they don't know how to resolve almost anything .they will tell you "we are sorry for this.please accept our..." "we will get back to you as soon as possible .." and that's it. and you will wait for the email..many hours ! to tell you again that..they are sorry ! again,to wait for another hours ,and a lot of email to send .if you are lucky,you will get your problem resolved..in a few days maybe .in that time,your sites will not work !
like this one :
" Jeffrey Wr: Unfortunately it takes some time to process all of the tickets that we get, we will get to your ticket as soon as we are able
(6:26:18 AM) Jeffrey Wr: Is there anything else I can help you with today?"
after 4 hours of waiting a reply (email reply from the sales@hostgator.com ) that is what the chat operator tells me . you see how fast he is asking me " Is there anything else I can help you with today? "
this is the support hostgator offers..
the support of hostgator used to be one of the best.that is the reason why i choosed hostgator .but now,is the worst
you really should improve that

[GatorJoshL]

Good afternoon,

I do apologize if your ticket took a long time to be answered, we have a goal for under an hour response times. However with the outages this morning and build up from the weekend our sales queue was around 2hr response times. You can always ask to have your ticket escalated if it is really time sensitive. Was this regarding your VPS Upgrade?

[jcbradley]

well, my average time of late is 5-9 hours after i get a reply. i was coming here to ask what is standard time but since april, if i can get one under 4 hours and thats when my site is completely down, im happy. ive now been probably down for over 40 hours and have lost a ton of money. i sure hope you guys get back to whatever you used to do in support, you guys used to be great but i cant afford to keep this any longer, losing thoussands of dollars is hurting my income bc of all the down times ive had and super slow replies.

[GatorWesley]

Originally Posted by jcbradley

well, my average time of late is 5-9 hours after i get a reply. i was coming here to ask what is standard time but since april, if i can get one under 4 hours and thats when my site is completely down, im happy. ive now been probably down for over 40 hours and have lost a ton of money. i sure hope you guys get back to whatever you used to do in support, you guys used to be great but i cant afford to keep this any longer, losing thoussands of dollars is hurting my income bc of all the down times ive had and super slow replies.

Hello,

I checked your ticket history and your last 5 tickets show the follow response times:

PJE-13415004 - Answered in 39 minutes
DBF-13409705 - Answered in 41 minutes
EHM-13359012 - Answered in 4 minutes
LHO-13337089 - Answered in 11 minutes
MDD-13287178 - Answered multiple times, all less than 2 hours.

Please let us know which tickets you had 5-9 hour wait times on so we can evaluate our response times and look into this further for you.

[fs001]

I personally have had the opposite. Having used hostgator in the past and knowing friends that use hostgator I was blown away by the staffs response time.