Hostgator Review by aviar – Excellent

The service has been overall excellent. Recently the incident that users cant access my public FTP through a browse (though I can see my files are there when I use File Mangager in CPanel), ads in my CPanel, and the fact that all my subdomains now display some web page for limousine services has made me a bit down but overall I cannot complain. It is my own fault for not expecting problems when my account was moved from one server to another after I requested Chilisoft ASP for my Swamp account. Uptime, speeds, value and space are all the very best I have seen. Thank you.

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Hostgator Review by Adorkable – An honest review (updated)

Service: Baby (linux, shared)
Purchased: 13 months
Duration: 14 days
Rating: 3/5

The Good:
I haven’t experienced any downtime (that I know of).
cPanel X has been an invaluable tool.
My website loads at good speeds.

The Bad:
The quality of Customer Service is declining.
I first recieved correct responses in 6 minutes (OHD-2649753), 11 minutes (JIP-2649765), 7 minutes (PBJ-2652134), and 4 minutes (JJR-2652417).
Then, I received an incorrect response in 4.5 hours (KCB-2673651).
Followed by a 6 hour response to something I requested before sign-up (QBN-2685013).
This is all much better than my previous host.
However, when you go from $20/yr to $119/yr, you expect some sort of increase in quality.

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Hostgator Review by Sphinx – Fantastic Service.

Been with you for about 3 weeks now, ( may not be long but.. ), I think your service is great. I have managed to get a friend to sign up with you without affiliating. From my last host, I had downtimes, but with you, I have none whatsoever.

Question 1: How is 600gb possible? people tell me servers have a max of like 500gb each. Are they joined?

Question 2: How do I find out what server i’m using, because when I signed up, it asked for what server i’m using.

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Hostgator Review by port23user – bad support

I have been doing websites for over 10 years and I signed up with HostGator back in 2005. Having my current issue, I thought I’d write a review so people know what to expect if they’re signing up for HostGator. I started with a shared hosting package and am now using a reseller package.

I have two major priorities:
1. reliability
2. great support

I have been pretty satisfied with HostGator’s reliability–if I weren’t I would have switched hosts immediately. However, every now and then, I do experience problems, particularly with email. These normally aren’t too big of a deal, but it’s pretty annoying when I’m on the phone with support and they deny the fact that a problem exists. Conversations go like this:
me: “I have problems with IMAP….my email reader says that there’s a server error”
support: “okay, let me check on that……nope, it’s showing me that everything is configured correctly and that the email service is working. It must be a problem on your end.”
me: “Actually, I’ve tried accessing my email on 5 different computers using 2 different internet connections and it gives me the same error. I don’t think this is a problem on my end.”
support: “well, everything seems to be working fine. There’s nothing else I can do. You can email support@hostgator.com if you have any more questions.”
I end up being so frustrated that I just leave it and it goes away after a few hours. It would be nice, though, if support were a little more proactive in figuring out exactly what my problem is and at least let me know that they’re aware of the problem.

Number 2, support. When I first signed up with HostGator, I have to admit I was knocked off my feet by how great tech support was. No matter what time of the day it was, I never had to be on hold when I called in to tech support. Support was extremely helpful. However, the last few times I’ve had issues, the story was really different. Sometimes, I would have to wait 20 minutes on the phone before even getting to talk to somebody. Today, while I was on the phone with tech support, it seemed like he was helping other customers because I would say something, then there would be a pause, then he would say “sorry, I missed that.” That’s pretty annoying. Seems that that happens when I use Live Chat too because sometimes there are 10 minutes between responses.

I have an issue right now that brought down the entire website of my clients. Phone support agents don’t have access to make the changes I need so I emailed this morning. Twelve hours later, my issue still isn’t resolved. Meanwhile my client called me several times today because their business is completely out of service due to their website. I just called support and they told me an admin won’t be able to get to fix it until the morning. I suspect that when this admin does get to it, they’ll make another small change and tell me it’s fixed while it actually isn’t. Meanwhile I take all the heat from my clients.

Several times, I have been tempted to switch hosts because of another web host’s “get 500gb of storage” but then I remember that I don’t need the extra space. If I had the choice between a host with lots of space or a host with higher reliability and great customer service, I’d choose the latter. My experience lately is beginning to justify the costs of switching my hosting to another. I am launching a business that will be needing dedicated hosting in the next few months. I’d like to see some change in HostGator support; otherwise I’ll be looking for a new host.

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Hostgator Review by aunkoh – service

I am posting the correspondence I just send off to HostGator CEO Brent Oxley. I am hoping I get a response sometime in the next couple of days. I have been completely appalled and pissed off today by the lack of service from the HostGator team. It is ridiculously to keep customers twiddling their thumbs for almost 12 hours without really doing anything to address their rather serious problems.

Dear Brent,

I apologize for being a pain in your ass. You probably find me one of your most annoying customers at this point.

But I felt that I had to come to you directly. I have been waiting for over 11 hours for my problems to be addressed and resolved and am still waiting.

I have just gotten off the phone with one of your support officers. I was on hold – -long distance from Singapore for 15 minutes and then was on the phone with your staff member for another 20 . 15 minutes of that 20 was spend on hold while the person I was speaking to put me on hold to look for other people to help me. She tried finding Michael S, Chad Bean and her superior. At the end of the day, after spending a very expensive 35 minutes on the phone, I was told that she couldn’t help me and that I had to just keep waiting.

This is a tad ridiculous. As you can imagine, I am very upset because the system you guys have leaves your customers completely at your mercy.

As you can see, I waited over 9 hours for someone to address my ticket. Then after responding back immediately, it is now almost two hours and no one has yet responded.

I still don’t know what the issue is and I certainly hope it can be fixed before my work day starts tomorrow.

I hope you take your customer’s issues seriously and can help me get someone to look into this immediately. I have lost time and money for something which appears to be a malfunction on your side.

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Hostgator Review by xover – Failed Hard Drives… 3 in total in a month.

Not that it doesn’t happen, but when it does – be prepared for a long, frustrating process.

Yesterday we had to have two restored in one machine – primary and backup. This on the heels of a failure 2 days after setup last month on another machine.

When they were finished they updated the ticket and sent a new root password. Since the email address on file is a domain on the machine it was sent to… nowhere. That’s clearly our fault…

However…

I have sent in 2 tickets more than 2 hours ago and been on hold for more than 35 minutes trying to get the password, so we can restore the server, which holds MAJOR travel sites. The tech support person just told me that “the guy that does this” is busy and can’t help right now.

The guy… one guy?

Asked for a supervisor… and hung up after another 10 minutes with no one coming back on the line.

Called back, asked for a supervisor right away… and I’m on hold now… and have been more than 10 MORE minutes with no update or return from the rep.
Unacceptable service.

Update: Still on hold more than 20 minutes

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Hostgator Review by hochmand – First impression – very good

I just moved a small reseller account from another host to Hostgator, and wanted to give a positive review.

The account itself was set up in less than 5 minutes. My transfer request for 5 domains was processed flawlessly in about 8 hours, and my follow-up questions by the ticket system were answered well, each within about 3 to 4 hours. This is slower than my old provider but the answers were in competent English, which was nice.

Some things to be aware of for those contemplating doing a complete transfer — your Hostgator-provided password for your master domain will be overwritten by the one that’s imported from your old host. Same with the spf record in the DNS zone and anything else that was customized for you on your old host. So just be aware. Also, the Hostgator ticket system uses a separate password from either your master domain or the forum – when your login fails, it will email you your password, provided you use the same email on file for your account.

Oh, and if GatorWesley is reading this, please add permissions to this user name (which I acquired during pre-sales inquiry) so I can see the reseller forum.

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