Hostgator Review by BradCis – Phone Support *BAD*

I recently called the phone support and was directed to a person who knew little english. I could barely understand him and that made me quite angry. Please get some people who know english preferably in the USA who i can understand and viceversa!

I later found out that someone got ahold of the phone and answered my question, who shouldn’t have. Sorry for the above! I have gotten help and follow ups regarding such! Thanx hostgator!!!

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Hostgator Review by AlphaWolf – Support – Clues for the Clueless

I am pretty fed up with support.

Last night I sent an email to support about policy and how HG handles accounts that ‘over use’ processing resources. (I posted it here first and never got a response) A guy named Mark answered me and actually gave RELEVANT answers. So first round was great….then I ask 3 more questions, all related to processing resources, NOT bandwidth.

First Sandra answers them – and obviously does not have a CLUE that bandwidth is NOT the same as processing resources…scowl…

So I write back telling them to PLEASE read the first ticket and that nothing I asked had a darn thing to do with bandwidth.

Once again they respond telling me all about what happens when someone is suspended for using too much bandwidth!

The main reason I am even here considering using HG instead of The Planet directly for dedicated servers is that I wanted MORE support than The Planet offers. OK…so maybe more isn’t enough…maybe support that actually understands the technology, knows the policies and has a ^%&& clue.

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Hostgator Review by davoice – Lots of good, several highly annoying bad

We began our experience with HG back in September and here’s where we stand so far:

The Good
- Stable server (Mustang), haven’t had any outage complaints from users. I’m up all hours of the day/night and haven’t seen any problems.

- Fantastico is… well… fantastic. (It allows me to be a little lazy… and I like that!)

- The implementation of virtual domains (add-on domains), while confusing at first, is very powerful. I.e. we can easily share the same shopping cart across multiple domains this way.

- Server I’m on is at ~33% capacity and it looks like they’ve already added more new servers to the network. We were on one of the newest boxes when we signed up and there are already at least a couple more newer than us.

- Backbone in the datacenter where they are located is first class. (The Planet in Dallas.)

- Free WHM AutoPilot license is a nice touch for us on reseller accounts. (Though it can be a bear to configure all the way b/c it has so many options.)

- Affiliate program actually works as advertised. (Which cannot be said for many other hosting companies.)

The Bad
- HG isn’t completely honest in the pre-sales material about their “shared SSL” capabilities. They don’t have any real SSL certificates to share, just self-signed ones which cause security alerts for visitors. Wish they were upfront about that b/c I expected them to at least have a root signed wildcard certificate for *.websitewelcome.com. This was one of the primary reasons we originally went w/ HG. I’d suggest they remove the reference to it from their features list since a self-signed certificate is basically useless in a commerical environment.

- Tech chat is useless. Used it 3 times for relatively simple questions (the answers were in the FAQs) and in each case ended up teaching the tech about HG’s systems and finding the answers myself. I’d personally recommend them just remove the Live Chat option from the support page until they get some slightly more savvy operators. Or at least implement escalation w/in chat so the tech isn’t winging it. They need to learn when to say “I don’t know”.

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Hostgator Review by faze1 – The best by far!

I have only been with hostgator for a little over a month. I am the sterotypical pain in the neck customer and have many issues, the majority being my own fault. In all circumstances support, billing and sales have been extremely helpful, patient and diligent and every issue has been resolved beyond my expectations.

Beyond permission issues I have had a total of zero downtime and have never waited longer than 12 hours to get a reply to my emails, in most cases it has been less than 5.

I have had a lot of hosts, and I mean a lot of hosts but hostgator is by far the best.

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Hostgator Review by plana2b – I have a problem with Hostgator

The only problem with Hostgator is that they have no problems.
That, my dear friends is my problem.

i had an account with Hostgator a few years ago and found then that they were the best then in both customer service and support.
I did leave thier service for about a year because i thought that i could do a better job hosting my own service, which was done well but i just could not keep up with the upgrades and the times when my wife switched off the machine.

Now that im back (again) with hostgator i have seen a lot of improvements than about 2 years ago

* live support
* lots more features and apps in the control panel
* quick email and response times
* a better forum (i think it as changed)
* i cant say anything about downtime just now but 2 years ago i can say the uptime was above other hosting companies i’ve been with
(hence hosting my own service)
* lots of material for reading and helpful videos DAM thats great
*always refunded money and still do

hopefully, now you can see my problem, it is
Hostgator dont have any problems

man, you cant get better than this at the price you pay or can you ?
I DONT THINK SO.

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Hostgator Review by AlphaWolf – Can we say good server response times???

OK…I have to know…do all HGs servers have the incredibly good response times Viper has.
I am completely impressed with the speed as well as the fact that for the first time in MONTHS, (not only on my own servers, but on others as well), FTP did not time out ONCE! ***THUD***

Seriously, are all of HG’s servers as well maintained and not over sold?

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Hostgator Review by AlphaWolf – Jury is still out

I’m posting this because I almost did not become a HG customer after my experience with the folks in live chat. I did live chat 4 times, and only once did I actually get someone who seemed like they had a clue. OTOH, I called voice twice with questions before finally deciding to at least give HG a try, and my questions were answered immediately by a guy who actually sounded confident in his answer…chuckle…

I know how hard it is to give support in live chat, or even in email when you have 4-5 others you are dealing with at the same time, so I don’t mind short answers. I have to do that often with my own customers. What I mind is answers that clearly have no relation to what I asked. For example, I asked a question about DNS Zone editing and what I would have to change to have little to no ‘down time’ in moving a CMS site over here. I was told “we will handle your domain registration, please see <insert URL>

I won’t go into the other 2 bad chat experiences, other than to say that it was obvious that I was being a bit too technical for the person on the other end…

But I am here. I decided to try a reseller account for a month or so to see if tech support was adequate enough for me to lease a couple of dedicated servers and move all my accounts here.

I like the responses I have seen here in the forums, and some of the HG tech folk obviously know their stuff. My concern is that it seems many also do not. Perhaps more careful screening is in order.

As for the price, the server speed, everything else seems to be top notch!

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