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This is a hostgator review posted by rsleventhal on 17 June 2008

I’m a new dedicated server customer (elite). This past weekend I’d asked for some help with domain/site transfers from my prior platform (Ensim). This post will review the answers, lack thereof and simply unacceptable service from what purports to be a world class service provider.

Let me start by saying that I’ve been in the hosting business for over a decade, both in my own ISP in south florida where we had our own circuit and servers within a storefront, and more recently utilizing a phenomenal colocation facility, also in south florida. When I decided to go the dedicated server route, I did my homework and, consistently, it showed that hostgator.com was a great place to bring my business.

This, sadly, has not been my personal experience.

The transfers dept staff, while nice enough folks, are not at all familiar with the process of moving sites from Ensim to cPanel. I was given instructions and information which directly contradicts what I was told by the nice and helpful folks at cpanel.net. That was frustrating enough, but with the help of cpanel’s staff, I was able to begin the migration process.

The really frustrating experience was, this past weekend, receiving an email timestamped roughly 4a (central time) that the transfer technician had attempted to transfer a domain from my old server to the new, but that he couldn’t because my server was down (the new, hostgator.com cpanel server, that is).

I didn’t retrieve that email until over 9 hours later. Guess what? The server was *still* down. You’d think that if someone at hostgator.com had noticed that my dedicated server was down, they’d have issued a reboot ticket or at least told someone; the only notification was that post in my trouble ticket.

I read that, checked that I could not log in via ssh or WHM/web, and called. I was told that I could have issued a reboot ticket request. Needless to say that I was not happy with that reply and while the gentleman (he truly is a gentleman and handled this irate client with kidd gloves and tact) did get the server rebooted, I am left with a far less than ‘warm and fuzzy’ feeling about where I am planning to place my business. After all, if I have to monitor my ‘managed dedicated server’ 24/7, why should I pay hostgator for this service?

I’ve asked for an explanation several times, but nobody has replied. I’ve had it go over 10 hours between my comment on a ticket and any hostgator reply.

All I can say is ‘Whisky Tango Foxtrot!!!’ All I am asking for is for someone other than a Level I technician to explain where the ball got dropped and to give me *something * to hold onto…some grain of confidence that when I do start to rely on this service I’m not going to be getting constant calls that systems are down.

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