Hostgator Review : Product O.K. - Support and Service Terrible

By web hosting on Oct 3, 2004 in Reviews

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This is a hostgator review posted by scott on 01 October 2004

When you join with Hostgator, you are left in the dark.

The small amount of information you get on signup is not enough, you will have to trawl these forums for answers because the staff just keep sending you to the signup page - without really reading your questions at all.

After finally getting semi-setup I started to transfer my clients to the Hostgator servers, after transferring about a third (10 or so) one of my clients gets her account suspended by Hostgator admin, and they don’t tell me or my client. They just suspend it saying it was crashing their server. This client had been on the server about 3 months.

I’m not going to get into the details on this because it will turn into a slinging match, Hostgator have their reasons for suspending which I don’t really disagree with (but they know their servers better than me) but what I am really dissapointed with the way they have handled the matter. I waited nearly 24 hours just for an initial response from the admin as to what was happening. They say they always notify on suspensions but this time they definately didn’t

Aside from that, little niggly errors all over the place annoyed me the most. Every week I was dealing with minor issues that just sprout up all over the place. Hostgator “fix” them, but they shouldn’t have been an issue in the first place really, everything works well for a while but then something goes wrong, they could almost guarantee it.

In conclusion, a pretty average host, below average support, and if you want to run a business properly I would recommend you keep looking for a more reliable partner. Hostgator had good reviews and not too many complaints when I was looking for a host. I hope anybody who reads this takes it as a serious review and not just a pissed off customer having a rant.

In their credit they do pay out on their uptime guarantee, I did receive a refund from them when my site was down for over 8 hours. Their support team are quick enough to return an email, though it has to have some usefull content in it to be worth much.

Stay tuned for any updates, including whether or not Hostgator can convince me to stay with them, or if they want to.

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