I always love the support of HostGator and their dedication, polite tone , strong team. Never had an issue with them. But I had a worst experience with the bill generation ( Just a technical issue ). The below mentioned is related to it( I have nothing to say negative about the company). This is just about a serious issue and my details about it is needed to share
There were times that we all face some ' critical issues ' with service and support by Web-Hosts.
That's a common thing in the world. The issues might be of Technical or just Billing . The resolution and the customer satisfaction would be solved finally at any host and the customer will not be left alone. I believe that. But you do stuck in some situations where the representatives failed to understand the issue and unable to resolve the issue. There might be several issues for that.
Recently, I got a dedicated server from HostGator. The issue occurred with multiple bill generations and bill dates. I followed up on tickets and there were a long delays in between the responses from the staff. I tolerated it( I understand, It happens some times).
When I try to escalate the ticket contacting the staff on chat, I experienced a most bitter time on my life. The executive acted in a different way which should not be.
My intention to contact on chat is to escalate the ticket and get clarify about the Wrongful bill if possible. But the representative on live chat, himself decided and made wrongful statements that the bill is solid and nothing wrong with the generation system. I tried so hard to make myself clear and get it corrected. He is reluctant to look at the issue or consult his team. He tried to prove that I am wrong and bill is correct. ( I think in that way because he is not ready to check what the issue is even after providing him more details)
For every information I send, he tried to prove it wrong right on that chat in seconds of time with out checking where the issue is. ( I don't think that's because of some technical issues in client panel, his team or a communication barrier )
Finally, when I became strong with my evidence he started agreeing one by one and looked at the billing system. He seems to be agreed and said he going to refund the entire payment I made( I never asked him or in helpdesk to refund my payment. I am not even in the mood of going that far. I know that refunding the payments for dedicated servers is not possible )
After a while and after some time, he came back with " Sorry, I cannot refund the amount ". Instead I removed the " wrong bill ".
I am happy with that. But his later responses are ..." I understand, but just because you say something doesn't make it true. I must double check everything."
After this too... he was in mood that there were nothing wrong with him and still said " I apologize for the problems that you experienced setting up your server. I have done everything I can to get this resolved, and given you a free month of hosting, so you have not lost any money. " ( Actually , he has not given any free month. Just deleted a wrongly generated bill . Even the mistake in first bill is not corrected )
There were several statements by him which are rude and inappropriate. Some of them are ..covering up the faults , improper actions, giving wrong stats and dates of bills and supporting them... and serious self made rules " whether or not you used it was entirely up to you." ( Actually the time between the date shown there and the server activation date is 45 days. Why should I pay for that, their administrators agreed for the order before that. Just the issue is second bill generation and dates )
I tried to leave the conversation for three times , but I was forced to respond for 1 hour 45 min. So my advice... if you find some one is not knowledgeable to answer or you find anything rude, just leave the chat before it turned wild. And regarding wrongful bills if you may find any, contact the helpdesk immediately and get them corrected.
( I am in contact with their Customer relation staff and still trying to resolve the issue. )
I have to add one thing. The main cause for this problem is also because of delays in their responses last month. That issue might not be occurred , if my earlier request to their management( About delays in my server order requests ) is addressed at right time. FYI, it is not responded by any one yet