Okay, so I posted my problem in http://forums.hostgator.com/does-hg-...s-t185046.html which was my fault for not seeing that it said Peer Support.
I originally received a reply from Richard who was very helpful to me. I was replying to his comment:
"If you believe your server is under the monthly uptime guarantee we should have our technicians take a look and determine if this is the case.
We would be more than happy to do this for you, as our uptime guarantee is a very important aspect of our business and we take it seriously."
I originally thought he was sending this on, but I decided to reply to the ticket today to make certain this was addressed. The reply I received after that (and not Richard everyone) had absolutely nothing what so ever to do with anything I was even talking about.
So I replied once again and told my story and even posted the exact days in May I was talking about. Once again, I received a reply that never addressed my first response and I was told:
"I do understand your frustrations and concerns however I do not have a sufficient amount of data to go back that far and investigate such issues and have been watching the server closely to prevent any future issues from occurring"
Really? If he would have read what I wrote and seen what I was asking HG to look into, it had nothing to do with anything he was replying to me with. It was as if your support picks up on a keyword and replies with a generic text and slaps a name to it.
But to say he didn't have sufficent amount of data to go back that far. Really? It isn't like I am asking anyone to go back years. It was last month... May... the one just before this month... 8 days ago.
If anyone senses a hint of frustration in me by now, you would be correct. Since switching to HG in 2005, I don't think I have ever gone through anything like this. If this is what HG has started leaning to and calling it support, maybe it is time to search for another host that will actually read what I write and respond according to that.
I was swayed to HostGator because of the uptime guarantee. I offered that to my clients. Now, I am giving clients June free to make up for May in order to keep them happy. But HG doesn't have enough data to go back that far!
I originally received a reply from Richard who was very helpful to me. I was replying to his comment:
"If you believe your server is under the monthly uptime guarantee we should have our technicians take a look and determine if this is the case.
We would be more than happy to do this for you, as our uptime guarantee is a very important aspect of our business and we take it seriously."
I originally thought he was sending this on, but I decided to reply to the ticket today to make certain this was addressed. The reply I received after that (and not Richard everyone) had absolutely nothing what so ever to do with anything I was even talking about.
So I replied once again and told my story and even posted the exact days in May I was talking about. Once again, I received a reply that never addressed my first response and I was told:
"I do understand your frustrations and concerns however I do not have a sufficient amount of data to go back that far and investigate such issues and have been watching the server closely to prevent any future issues from occurring"
Really? If he would have read what I wrote and seen what I was asking HG to look into, it had nothing to do with anything he was replying to me with. It was as if your support picks up on a keyword and replies with a generic text and slaps a name to it.
But to say he didn't have sufficent amount of data to go back that far. Really? It isn't like I am asking anyone to go back years. It was last month... May... the one just before this month... 8 days ago.
If anyone senses a hint of frustration in me by now, you would be correct. Since switching to HG in 2005, I don't think I have ever gone through anything like this. If this is what HG has started leaning to and calling it support, maybe it is time to search for another host that will actually read what I write and respond according to that.
I was swayed to HostGator because of the uptime guarantee. I offered that to my clients. Now, I am giving clients June free to make up for May in order to keep them happy. But HG doesn't have enough data to go back that far!