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Thread: Host Gator

  1. #1
    Join Date
    Apr 2004
    Location
    USA
    Posts
    116

    Host Gator

    Well, I decided to keep my clients ecommerce site with ValueWeb for now.

    However the other sites (13) I am currently moving to Host Gator. Decided to move all my sites to dedicated in a few months when all our shopping carts are done and credit card processing has been enabled. So for now, at Host Gator:

    I ordered a reseller account.

    I'm going to keep updating this post to let everyone know step by step how it goes.

    1. Placed order and was told I would be up and running in about 30 minutes. Then ordered and got an e-mail stating up to 10 hours.
    Its been 4 hours and still nothing.

    2. Support is good (not great)...it takes them about an hour to respond to my e-mails thus far. When I call for support they mention that I should e-mail support...wondering about that one..Since they claim 24/7 live support.

    Will update as time goes on.

    It would be helpful if others could post threads like this one on various providers, from beginning to end. When I looked for such info I could only find praises or complaints but no real diary of the daily happenings.

    Hope this helps.

  2. #2
    Join Date
    Jul 2001
    Location
    Melbourne, AU
    Posts
    1,392

    Re: Host Gator

    Originally posted by Monie8

    2. Support is good (not great)...it takes them about an hour to respond to my e-mails thus far. When I call for support they mention that I should e-mail support...wondering about that one..Since they claim 24/7 live support.

    Replies from support in about hour is pretty good if you ask me, especially if that is 24 hours a day.
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  3. #3

    Re: Host Gator

    Originally posted by Monie8

    2. Support is good (not great)...it takes them about an hour to respond to my e-mails thus far. When I call for support they mention that I should e-mail support...wondering about that one..Since they claim 24/7 live support.
    I guess one hour is good... important question is did the fix the problem or are they giving you the run around.... I hate it when you call for support and even before trying to solve your problem they say email us with support questions....so the phone is just to attract new customers....

  4. #4
    Join Date
    Apr 2004
    Location
    USA
    Posts
    116

    update

    When I meant an hour response, I meant they would send me a one sentence reply, leaving me confused. I would have to ask the question again and then another hour later I would get another sentence.


    1. Host Gator had me up and running within 5 hours (NICE). They answered ALL of my questions, and responded to my requests for help in their support forum.

    2. Everything is up and running without a hitch!

    3. Urchin is no longer available. I was told after I signed up that they no longer offer this. AWSTATS has replaced Urchin at Host Gator.

    4. Everything going smoothly and I am more than satisfied.

    5. Only complaint: their customer service/tech support has ALLOT to be desired. I'm not sure I would advise joining Host Gator if you need explanations or want someone to walk you through anything. You get 5 word sentence replies (very hurried answers but they do get to the problems).

    I was also SURPRISED as I "think" there may only be a handful of people working there (I could be wrong). However, the sales line seems to be a cell phone that is answered by the same guy. The last few nights when I have called it sounds like he is out to dinner or getting in his car when I call. The one tech guy I know of (Justin) is on the support forum. Other than those 2, someone else has to chime in if anyone else even works there?

    So far so good.

  5. #5
    I havent had problems with their support. I ask a question and I get a direct response that solves the problem. Once I emailed about 5 times that day with different questions, no prob at all. I usually dont use the phone, else long distance would kill me, but as for taking an hour to answer to an email, i find that superfast. I havent really experienced these five words sentences, so i wouldnt know if they do that.

  6. #6
    Join Date
    Apr 2004
    Location
    USA
    Posts
    116

    upgrading

    I requested an upgrade today from the silver to diamond plan. Currently the Diamond package offers:

    11,000 mb disk space
    2000,000 mb Bandwith
    Unlimited Domains
    $99.00 (I ordered a few other things like dedicated ips so its a little more)


    Everything is going well. I can honestly say that even a child could operate the packages they offer its so easy, no real learning involved.

    My only real concern is that I think they are running this business from a cell phone with the same guy answering. I'm West coast time so my calls wake him in the early hours...maybe thats why he keeps telling me to write to support (hahah)

    Anyone have any inside knowledge of Host Gators operation? They look like a big company from the outside but I'm beginning to think their servers are one place and the two guys who run the business are somewhere else?

    With all the disk space I am using I think a dedicated server is calling my name in 2 months
    Last edited by FTMS; 05-05-2004 at 03:24 AM.

  7. #7
    Join Date
    Dec 2002
    Location
    texas
    Posts
    1,333
    We have 4 people who are dedicated to chat support (aim, icq, msn, yhoo, and phplive 24/7/365 )

    There's always at least 2 people doing tickets 24/7/365 (8 dedicated to tickets two per shift)

    Then you got Lyron, Rachel, Justin, and me Brent. Lyron is the head system admin that tackles what everyone else can't solve. Rachel does most of the server monitoring. Catching spammers, dossers etc… Justin is our new forum manager.

    I handle all billing, and practically all of the phones. Most issues I’ll help with on the phone, but some of the more complex problems will require a ticket. On account cancellations, modifications, and upgrades we require one of the online forms to be filled out.

    I just bought a new house and both the dsl and phone lines have been down for the last 48 hours due to faulty wiring. I’ve been forced to run off my sprint air card taking 20x longer with anything I do. So paypal signups were taking longer then usual. (still manually done)

    We have an 800 number so yeh I do forward it to my cell phone most of the time. It’s not the most professional way of taking calls, but it is the most productive.

    Everyone works from offices together accept for me who works from a home office… the floor at the moment till things are unpacked.

    My home office should be moved over in the next few days.

    With ticket support we usually just answer the questions asked. We don’t explain things that aren’t needed to be known unless you ask for an explanation. The problem with explaining things on your own is you explain one thing, and then you have to explain your explanation. Then you have to define every techy term in your explanation. Then finally when the client asks what that means usually end up having to provide an analogy such as “bandwidth is like fuel for a car, If you run out of fuel your site stops running” The last time it went that far the client called us a “smart a**” It’s impossible to keep everyone happy. So we do what we can, keep the servers up and running, provide 24x7 support, and attempt to please everyone.

    Glad you are with us Monnie.

  8. #8
    Join Date
    Apr 2004
    Location
    USA
    Posts
    116

    wow

    wow! I am impressed....

    I think the fact that Host Gator posted here speaks VOLUMES!

    If you are searching for a reseller hosting plan...Host Gator is for you!

  9. #9
    Join Date
    Jul 2004
    Location
    North Carolina
    Posts
    6
    That does speak very well for a small company. This post says 2002. Is that so? How long has Host Gator been in business?

  10. #10
    Join Date
    Nov 2002
    Location
    Mississippi
    Posts
    555
    Originally posted by Central 183
    That does speak very well for a small company. This post says 2002. Is that so? How long has Host Gator been in business?
    Originally posted on the Host Gator website
    Founded in 2002, Host Gator has quickly grown from its humble beginnings in Boca Raton, Florida into one of the most....

  11. #11
    Join Date
    Jul 2004
    Location
    North Carolina
    Posts
    6

    Central Learns More

    Ah Yes,

    Thank you.

    This seems like a very nice company. I've been doing research all morning. I'm impressed that Host Gator monitors the forums and answers questions. I've also looked at the forum at their site and found it useful.

    I'm very interested in this Reseller hosting business. It's not only for my future customers, but for my various sites I create at night when I cant' sleep. I'm with Value Web right now. They've been good to me, however, don't seem to offer this reseller stuff.

    Now, you pay $30 to $50 for the reseller account. And that's it for your hosting fees. Yes? However, I understand that you need to buy all your domain names separate.

    I would like to make like 10 sites of my own. They all have domain names. I have many ideas. Is there a place to get a group rate on domain registration? Is it reputable?

    _____

    This is Central 183
    Attached Thumbnails Attached Thumbnails c183_email.jpg  

  12. #12
    Join Date
    Dec 2002
    Location
    texas
    Posts
    1,333

  13. #13

    Re: Re: Host Gator

    Originally posted by Hostworkz.com
    Replies from support in about hour is pretty good if you ask me, especially if that is 24 hours a day.


    I could not agree more.....thats just awesome

    Good Luck
    Glanhosts We are under construction

  14. #14
    Join Date
    Sep 2003
    Location
    Washington, USA
    Posts
    3,219
    One hour response time on questions isn't something bad, it's a pretty decent support time. Also to your #1 point, generally automated e-mails are sent after account setups that will tell you an account will take such and such hours to setup when they may have told you differently. I think you can safely ignore the 10 hours as said in the second e-mail.
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    Low Cost & Award-Winning: cPanel Reseller Plans ›› 24/7/365 Live Technical Support ‹‹
    Website: www.shawnetworks.com Fast Response E-mail: sales @ shawnetworks.com
    Sick of downtime? Fed up with excuses? Drop your host! Switch to Shaw Networks.

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