The next day our webmaster discovered a few problems that would make it impossible for us to use their service. We sent them two urgent tickets, asking them some questions. After more than 12 hours of no answer, we decided that it is not good enough service for us and that we would like to cancel the account. We sent a "please cancel our account" email/ticket, as the live chat operator instructed us. After afew hours of no answer, we came to live chat and asked what was going on. They said we will get an answer soon. 12 hours later, still no response. It is hard for me to understand why for almost an entire business day, no one had the time to get back to us.
There are 2 point of views. The first one suggests that you should give them some time. Call them and speak with someone about this issue. Sometimes these things happen... unfortunately.
Another point of views suggests that HostGator is a well-established web host and if they claim they are as good as they say it is not acceptable to leave customers without response. If it was a newbie web host I would understand it. But it is not.
But I still suggest you to speak to them. Moving to another web host now will take some of your time.
I think it is pretty unfair to judge them base don response times from billing and sales. With some companies it can take more than a day to get a response. That is because Sales/Billing is something which doesn't require urgent attention most of the time. I'm sure their tech support is always on the ball..
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I think the subject of this thread should be hostgator's blatant abuse of ipv4 address space. Handing out those addresses specifically for SEO is damaging to the internet, and I seriously doubt ARIN will accept SEO as a justification.
Your cancellation ticket was responded to this morning. It was assigned to management within an hour after it was received, however they were not in the office for long yesterday due to a cPanel event.
I apologize about the delay in response on this ticket. We did receive this yesterday and your concerns listed on this ticket were assigned to management who was unable to get to this ticket yesterday.
We apologize if this appeared to you that you were being ignored, however I was making sure that your concerns were heard by the appropriate level of management.
I went ahead and closed your account and issued a refund on the initial payment. Please allow 3-5 business days for this to appear on your credit card statement. If you need anything else, please let us know.
As far as the support goes, I noticed you didn't post any updates when we did reply to them. SEOHosting.com up until recently has been a small operation that only a handful of people at HostGator ran as there were only a few tickets in support and sales on a daily basis. This has recently changed in the past month as we are quickly growing in popularity, so we are currently working on training and having more admins available to handle SEO Support issues 24x7.
This concern was sent to our support manager immediately after seeing your cancellation ticket and we apologize for any inconveniences with the response times on your tickets.
Hope everything works out for you, I'm sure Brent over at HostGator will take care of you!
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