Hostgator Review : service

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This is a hostgator review posted by aunkoh on 26 May 2008

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.

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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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