Horrible Customer Service. Clients suspended for hosting company security vulnerabilities. Lack of empathy for clients. Lack of proper resolution in timely fashion. Out of control robots doing site scanning. Mysteriously finds files that were created on the day of the scan. Are you kidding me?
Improper ticket Naming convention
No manager on technical support staff
no immediate level three technical support to resolve issues in the first phone call.
Located in Bulgaria. So if you reside in the us and you want to sue them good luck
Web Hosting Directory
Have you ever had a technical issue with your website and called the web hosting company for more expertise only to not find an answer but be redirected to the ticket system? Have you ever waited 5 days for a ticket to be answered? My articles are written from personal experiences. My experiences are not that different from one you may encounter so maybe you should read on…
I have recently written a new script.Of course, new scripts will have a few bugs but I was irritated and decided to release the code a bit premature. I was data mining some things from my traffic and wrote a script that ran every-time there was a new visitor to my websites. I wanted to know what countries were coming to my website, what they were looking at, how many pages, how fast, and how long they were on my website. I was amazed from the amount of information that I found in less than 20 hours. I decided to update the script further and further to gather more information about these visits. I got lots of traffic and this traffic did nothing to help me or my business. I wanted to curtail any traffic that was having a negative impact on my business. Web Crawlers, robots, scanners, and countries that seriously didn’t need to be seeing my content.
I found a lot of abusive traffic. I mean can someone read 300 articles in 20 minutes? 4-10 seconds a visit? That is not humanly possible. So after my third update I went to bed and was thinking maybe I didn’t close my MySql queries or connections properly. I went to to bed on Friday. My server was suspended on Saturday.
I was sent a ticket about my site being suspended. Called the hosting company to have my website brought back online. Before I could resolve the issue the site was suspended again. Oh what a lovely Saturday. I reviewed all the code and found the memory sucking culprits. Yes, I was right the MySql queries were not closing so this caused every visit to my webpage to leave the MySql connection open and this escalated pretty fast to 200 open connections. While the issue was legitimate my experience with the hosting company was common.
I fixed my script, closing the connections properly and called the hosting company. The second person of the day (after the initial call), was nice but confused. I gave her my ticket number and she said she would have someone take care of it. 5 hours later, no response I called a third time. I had heavily commented my ticket after realizing the second operator had no clue about MySql, PHP, or WordPress. Not even a general vernacular.
The third operator acted like she knew what she was talking about. Read a portion of the ticket about optimizing my database. I told her it’s kinda hard to optimize a database when the MySql user has been suspended. It’s also useless to optimize a brand new table with two primary keys that had less than 1200 records. The table was already optimized. She had no clue what I said. I tried a different approach and explained that the issue had been resolved on why the ticket was generated in the first place. Now after 5 hours of the website being suspended the hosting company generated another ticket while I was on the phone. Well I considered that strange, How can you send a ticket about a MySql issue for a user that is currently suspended. This was already a stale ticket. I tried to explain to her that this was affecting my business, that I had commented the original ticket that the issue was resolved and that there was a new ticket. She talked over me, through me and learned nothing from the experience.
Each technical support call that a web hosting takes should be an opportunity for the operator to learn more about technology. This is why I created a level1 and level2 tech support department when I worked for a hosting company.
She started talking about how I needed to update my code to work correctly, since she was continually talking over me she didn’t hear me say repeatedly that I had resolved the issue and updated the ticket. I finally asked her “Are you my mother? Because, your talking down to me condescendingly and I am trying to explain to you the basics of MySql.” She put me on hold and I am assuming was trying to get her composure back. I was slowly getting to the end of my rope. When she came back on she wanted to have the floor and I interrupted her, “Excuse me, I am the customer, I am calling for help, I need you to turn around and ask a tech person to unsuspend the MySQL user for this account or give me a manager.” Her response, “We have no managers for you to talk to.” Basically, I was stuck with having to get through to this person? My business was on the line, I had done what they asked me and explained at nauseum… And that was when the call was dropped….
She found my ticket and said “OOPS, sorry.”
I updated my ticket once again as well as 5 other tickets I had in the system for days and weeks. I scored all the tickets as “No I will not be recommending your services.” I got a response to my ticket later that afternoon about how to optimize my tables (again), which was suppose to point me to a link but the link was not included. Thanks for Q.C. your response to my ticket, and not unsuspending my MySql user. I updated the ticket and waited from Saturday until Monday for the ticket to be updated.
Sunday I found a cleaver work around to bring my websites back online and continue with what I was gonna work on Saturday morning.
Now up until this point this has been a great hosting company, as long as you don’t need support or have a question about billing. Well then your on your own.
I went back to working on my script wondering what day my service will be back online. I found a work around so I was no longer concerned with their issues.
I called back a fourth time and actually got someone who belongs in level 2 technical support to answer my questions, even though his answer was a little off base it gave me enough new information to update my program further. He gave me basic advice on htaccess and the robots.txt file. Since I had been working with MySql issues all day and finally got back online those things were the furthest from my mind so he helped me get back on task with my project. So While I am thankful for that his suggestions were still bad suggestions. “Add all the ips for all the countries you want to block to your htaccess file”. I did 200,000 lines of ips later China was still getting access to my website and my website had slowed to a halt. I removed those lines of code and created a new solution.:-P
Now when I worked for a previous web hosting company even if there 5,000 tickets in the system it was a responsibility of the staff and managers to get them under control. ASAP. When I called they told me they were overwhelmed with tickets from a particular server. Now at a web hosting company this is an everyday thing. Tickets should be prioritized and sorted out accordingly. Being overwhelmed with tickets should not be an excuse for not responding to a ticket with simple questions. A good manager will be able to delegate these tasks more effectively and seeing that there is never a Manager to handle any issues there seems to be deeper problems with this hosting company than just unqualified or non technical phone support trying to answer technical questions.
What can you take away from this experience? When searching for a web hosting company make sure that they speak your language. From PHP, MySql, WordPress or any other language or framework you are using choose a company that you can relate too.
Webhosting Tickets and Issues Tags: ticket issues, webhosting
Checkout Steadfast for your next Cloud Hosting Project. Located in Downtown Chicago and on the scene since 1998. They have recently updated their website. They have an always there approach to customer service that sounds very good when your someone who needs to support your client or project.
chicago, Cloud Hosting, steadfast
A few things to get off my mind. I am stuck by the audacity of some web hosting companies and their inability to understand customer’s behavior or how to deal with processes. A Customer usually chargeback when they are unhappy, or if they don’t understand the charge. They can be unhappy for a variety of reasons. They cannot understand the charge if a someone else who has permission to use the card to make the charge didn’t inform them of the purchase. Visa and Mastercard regulations state that the client needs to communicate with the vendor before contacting their credit card company. Most of us from the industry know that this does not happen. This is not how clients handle their dissatisfaction or questions about activity on their credit card.
As a merchant you are required to handle a low volume of risk, this is a percentage that the merchant sets on your account. As your sales volume increases so does your risk potential. As you take on more customers you are opening yourself up to the ability to have more clients contact their credit card company before they contact you about their issue. This increases the threshold of chargeback volumes. The higher the price of the items you are selling such as VPS or Dedicated Servers as compared to shared hosting plans the closer you get to this threshold with each individual chargeback. The chargeback percentage is set by your merchant account is not dependent on if you win or lose. If you exceed this percentage your account is terminated and you start losing the ability to accept credit cards.
It is your job as a merchant to find solutions that reduce chargebacks, fight chargebacks and win chargebacks. It is a process that most web hosting companies do not even consider when they are going to the merchant account system to get an account. A lot of smaller web hosting companies just starting out will tell you a few interesting things. One that thing they will tell you is that their percentage of risk is very slim, they are not allowed to have that many chargebacks in the first place. The second thing they will tell you is how hard it was to get a merchant account especially from a traditional bank once they said they were in the web hosting industry.
When you have online sales and no face-to-face customer interaction the risk for fraud is greater. The risk for customers not knowing how to respond to situations is greater. The risk for identity theft, email fraud, and general credit card fraud are greater. As a web hosting company there are limited options and business practices to keep you from accepting these transactions as the systems you use are designed to help you accept payments easily not fight chargebacks.
chargebacks, credit card fraud, Web Hosting
When it comes to optimizing a WordPress website for the Search Engines there are a lot of websites that are not optimized at all. If you are trying to save money on web development cost and do it yourself, or hire someone to do exactly what you ask them to do, this is usually overlooked. I have reviewed thousands of websites last year and can tell you that a lot of websites could benefit from basic WordPress SEO Configuration. I have performed this for well over 700 websites.
When creating a website with WordPress there are a lot of built in features that can help out with getting listed in the Search Engines. These basic updates and configuration to your WordPress website will help you get started. From Google sitemaps, permalink setup, proper category setup, and more there are a lot of ways to update a website properly. This is before installing any plugins to help you with SEO. Installing a plugin is one. Having a properly configured website, SEO plugins, and proper setup make a lot of difference.
There are plugins to help you with meta data, description, title and other basic SEO elements. Without proper setup these tools are useless. Without proper guidance or even a 30 minute conversation with an SEO specialist can greatly improve how successful your website is in the future. If your website is configured properly from the start the long term affects of SEO will continue for a long time. WordPress is designed to help you take advantage of how Search Engines work. If you start publishing content with the wrong setup and configuration reversing those changes in the Search Engines can take a long time.
When you migrate an existing website to WordPress, you need to let the Search Engines know where the content is has been relocated to. If you do not have a properly configured website and proper technical assistance to move your website then all the design in the world cannot save you from losing out on traffic and the benefits of the new WordPress website.
If your thinking about updating your 1997 website to WordPress, and want to get started with Search Engine optimization choose a web design and development company that has your back. WordPress Development and WordPress Hosting by Solarblu.net Chicago,IL
Search Engine Optimziation
I am proud to be recommending Hostgator as one of our recommended hosting providers. They have displayed transparency with their recent data center issues. Using social media such as Facebook and Twitter to make sure clients are directed to the proper information, as well as using their blog to communicated issues with their clients. This provides a great transparency needed in the industry. Companies who step up and deal with customer issues, provide clear concise alerts to clients, and who work hard to keep people informed deserve an mention once in a while. Way to go Hostgator. I know this issue has it’s own set of problems that will take a bit to get resolved, I also understand that you are not the only company in this datacenter experiencing this issue.
Today our Provo, Utah datacenter experienced outages that may have affected access to your website and account services. At this time, all services have been restored.
I would like to extend my sincerest apologies for this occurrence, as well as the negative impact that it may have had on your websites and businesses.
The outages began during routine maintenance which traditionally has been completed without any disruption. Unfortunately, hardware failures including our core routers cascaded causing downtime and network instability.
Our datacenter technicians reacted immediately, working tirelessly alongside the hardware providers to re-establish connectivity as quickly as possible.
Our engineers are conducting a thorough review of the incident and implementing new processes and safeguards in order to prevent similar occurrences in the future.
Please know that customer satisfaction is of the utmost importance to us; we are committed to providing you with the high-quality, reliable service that youÂ?ve come to expect and very-well deserve. We apologize for failing to exceed that expectation during this incident.
If you are still experiencing any issues, please contact us via http://support.hostgator.com so that we may properly assist you.
In closing, we’d like to thank you for your understanding and patience throughout this situation. We truly value your business.
Direct Link: http://blog.hostgator.com/2013/08/02/dear-hostgator-clients/
Datacenter, Hostgator, hosting review
I have used different types of web hosting control panel since I started online and the one that really caught my attention is web hosting with cpanel.
cPanel is the number one used control panel in the world as it is feature rich and user friendly. Personally, I am using web hosting with cpanel control by Hostgator. The reason why I am a cpanel lover is because it is the only control panel that can gives me a full view of all the statistics for my web hosting account.
Below are the benefits of web hosting with cpanel:
Benefit of Web Hosting With Cpanel
#1) It has a stats sidebar that list you everything from your domain name, disk space usage, monthly bandwidth transfer, email accounts, sub domains, parked domains, SQL database and many more. It gives you a complete view of your whole hosting account without the need to click here and there to view some stats.
Benefit of Web Hosting With Cpanel
#2) My Cpanel web hosting with Hostgator has the Fantastico Deluxe feature that allows me to install up to 52+ FREE scripts instantly and easily with a click of a button. With a click of the mouse, you can instantly install a script without any programming knowledge.
Benefit of Web Hosting With Cpanel
#3) Cpanel also allows the users to switch the interface of the control panel to suit their preference. Therefore it gives you an option to switch to a interface that you find the most easiest to use.
Benefit of Web Hosting With Cpanel
#4) As most internet marketers are using web hosting with cpanel, therefore most of the scripts or softwares are demonstrated with cpanel instead of other control panels. Therefore you will find it easier to install those software to your website as you are using the same cpanel control panel as them.
Personally, I will only use web hosting with cpanel as it is the most user friendly control panel I have used so far.
cheap wordpress hosting, Mariehosting, Web Hosting Review, Wordpress Web Hosting
Host Gator has announced the addition of $249 worth of billing software – WHMCompleteSolution – for all its reseller and dedicated web hosting plans. This will be offered to all existing customers in addition to its new resellers and customers.
WHMCS provides automated, flexible and easy-to-use client management and billing for web hosts and online businesses. The solution comes with comprehensive support features including a support ticket system, knowledge base, downloads area & server status overview. It also automatically creates, suspends & terminates accounts while providing complete automated billing processes with accounting features and reports, making it the truly complete solution for the web hosts of today.
“Billing is a critical part of the hosting business and we want to do everything we can to streamline this process for our resellers,” said Brent Oxley, president and founder of Host Gator. “WHMCS is a top of the line billing solution that will make life easier for many of our reseller partners.”
Hostgator has also simultaneously increased disk space and bandwidth for all its shared hosting plans, while dropping prices.
“Host Gator continues to show why it offers the best value in the industry,” said Oxley. “Customers were begging for more disk space and bandwidth to accommodate their growing online needs, and that’s what we gave them.” Host Gator has also began offering discounted pricing for the first time ever on prepaid accounts.
Hostgator is a provider of shared, dedicated and reseller web hosting services focused on the consumer and small business markets. Founded in 2002,
Hostgator has become a leader in reseller hosting, helping over 15,000 businesses become Web hosting companies. Host Gator has offices in Houston, Texas and its data center operations are co-located out of The Planet’s facility in Dallas, Texas, enabling it to access Tier-1 backbone providers such as UUNet, Sprint, Level 3, Global Crossing, Verio, AT&T and AboveNet.
This video is for people trying to create a cpanel account on their dedicated server, reseller hosting, or VPS (virtual private server) hosting account that has whm/cpanel. When you have this type of account you are allowed to create Cpanel or control panel accounts for your customers to be able to have their own control panel. This allows the client to have the ability to manage their own website without interfering with other sites on the server. This type of setup allows you to reduce the time it takes to do simple things on a clients account for the,. cpanel is a great piece of web hosting software. As a reseller, or server admin with many clients you need the flexibility and permission control that allows users to be isolated from other accounts. This allows you to spend more time administrating the server and helping clients with things they cannot figure out how to do in cpanel.
cpanel help, whm help
Looking for a dedicated server ? You may want to try out our premier hosting choice: Hostgator.com Hostgator has provided top of the line servers and support for a lot of customers that we have sent over the years. They offer great support, fast setup and fair prices.
Hostgator offers great support for your server, Free Billing System WHMCS, Top of the Line Network, Award wining support and more. These are the types of features you should be looking for in a dedicated server hosting company. The basic server is perfect for those trying to get stability for a few websites. If you are on shared hosting and you need to get out of the CPU dilemma you should be looking into a dedicated server. You get your own resources, control panel, MySql resources, mail resources and Full root access and more when you choose a dedicated server. Hostgator is also providing free server management valued at $100 through other companies offering a similar service.
Privately held and based in Houston, Texas, the company was founded in 2002 by Founder and current Chairman Brent Oxley, who started the company from his dorm room at Florida Atlantic University. Since then, HostGator has grown from a small hosting company with just three servers into a world leading and industry recognized hosting provider with more than 12,000 servers under management. The over eight million domains hosted by HostGator make up approximately 1% of the world’s Internet traffic.
We at betterwebservices like to choose proactive instead of reactive hosting companies that we have personally done business with over the years. Hostgator has served our customers well. They have provided unparallelled service, support and have gone above and beyond for our clients. If you choose Hostgator through our service please be sure to register on our website and we will be more than happy to mediate any issues that we can help you out with. We have been in the hosting industry since 2003.
Hostgator has done a great job and has resolved many issues when they come up, their friendly staff have impressed us (which doesn’t happen often) when dealing with difficult situations. They have also provided customized dedicated servers, and other a-la-cart services for our clients. Thank you Hostgator.
Betterwebservices provides reviews on web hosting companies including hostgator and other dedicated server hosting companies. We are an affiliate of these hosting companies. We only recommend companies that we believe in. If you would like to submit a review, complaint or kudos for this company please be sure to register. Thanks!
Dedicated Server Hosting, Hostgator