Satisfied for 2 years but now got Disappointed !

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This Hostgator thread was started by annaitech on 2009-12-20 03:53:50:

I first started as a Shared Hosting Customer with Hostgator about two years ago and for the Last one and Half year i am having a Linux Reseller account and never faced any issues and also got immediate support. I was really very satisfied before few days ago.

But in the last few days i am facing terrible problems with you guys… All the technicians in the Chat session are giving false information and also no one seems to be knowledgeable..

Yesterday i ordered a Windows Basic Dedicated Server and paid my invoice within few minutes and i asked them how long it will take. They said it will take upto 24 and sometimes it may take upto 48.

But i got a mail from the server that my domain was added into my server at the 17th hour of the order. That mail stated the following

A new domain has been created in Plesk.
Domain name: [My Domain Name]
Client owner: Logesh Kumar
Domain IP: xx.xx.xx.xxx shared

The above content came from my mail id itself and by seeing the Original message in GMail i found that the mail came from My Windows Server only.

Immediately i asked a guy in the chat session about my server status and he said it will take upto 33 hours more. See my conversation with a technician below regarding this :

Chat Start Date: Dec 19 2009 10:00:29 PM

(10:00:48 PM) Anthony St: has entered the chat.
(10:00:50 PM) Anthony St: Welcome to HostGator.com Live Chat. My name is Anthony. I am here to assist you.
(10:01:31 PM) Logesh Kumar: hey whats the status of my server ????
(10:02:12 PM) Logesh Kumar: u there?????
(10:02:42 PM) Anthony St: Let em check on that for you jsut a moment please.
(10:02:49 PM) Logesh Kumar: ok…
(10:04:18 PM) Anthony St: You signed up for a Dedicated server correct?
(10:04:35 PM) Logesh Kumar: yah
(10:05:54 PM) Anthony St: Dedicated servers take 24-48 hours to provision. You are probably looking at Monday before it is done.
(10:06:04 PM) Logesh Kumar: hey no..
(10:06:26 PM) Logesh Kumar: beffore 1 hour one of chat technician said my server will be ready within 20 minutes…
(10:06:35 PM) Logesh Kumar: please chaek clearly…
(10:06:55 PM) Logesh Kumar: i also got a mail from the server that my domain is created in my server
(10:07:08 PM) Logesh Kumar: i don’t why you guys making confusions nowadays
(10:07:31 PM) Logesh Kumar: i am with HostGator for the last 1 and half year and never experienced like this..
(10:07:45 PM) Logesh Kumar: last few days your guys never giving me exact informations
(10:07:46 PM) Anthony St: I apologize for the confusion, but our standard shared hosting takes 20-60 minutes. VPS takes about 24 hours. Dedicated servers take 24-48 hours.
(10:08:12 PM) Logesh Kumar: that i know and i placed my order before 15 hours itself…
(10:08:19 PM) Logesh Kumar: can you please check clearly ???
(10:08:34 PM) Logesh Kumar: i am having the chat transcrpiti had with one of your tecchnicians
(10:09:00 PM) Anthony St: Your dedicated server status is still "New". It has not been provisioned. It takes 24 - 72 hours to provision a dedicated server.
(10:09:28 PM) Logesh Kumar: oh ho… you realy making me in great confusing…
(10:09:30 PM) Logesh Kumar: just a min
(10:09:41 PM) Logesh Kumar: i will give you what mail i received from the server
(10:10:20 PM) Logesh Kumar: if my server is not yet setup means then how i got the following mail ???
(10:10:20 PM) Logesh Kumar: A new domain has been created in Plesk.Domain name: [mydomainname.com] Client owner: Logesh KumarDomain IP: xx.xx.xx.xxx shared
(10:10:37 PM) Anthony St: Yes that is correct.
(10:10:42 PM) Logesh Kumar: the above said mail came to me from my server with my mail id only..
(10:10:53 PM) Anthony St: But the server has not been physically provisioned yet.
(10:11:02 PM) Logesh Kumar: oh hooo….
(10:11:14 PM) Logesh Kumar: ok can you please tell me how much more time it will take ???
(10:12:13 PM) Logesh Kumar: and please check this chat id
(10:12:14 PM) Logesh Kumar: ChatID: 1368361
(10:12:51 PM) Logesh Kumar: and i don’t know how i will receive a mail from my serrver without my server has been set up in physical….
(10:14:07 PM) Anthony St: I don’t have an exact estimate for you. Dedicated servers take 24 - 48 hours. So if it was 16 hours ago then it can take up to another 33 hours.
(10:14:11 PM) Anthony St: 32 hours
(10:14:47 PM) Logesh Kumar: thats ok you please tell me how that mail arrived to me if stilll my server setup was not yet completed physically…
(10:17:37 PM) Anthony St: That email was sent to you from our illing system. Not your server.
(10:19:44 PM) Logesh Kumar: but the mail origin stating that the mail arrived from [my hostname here ] with the IP xx.xx.xx.xxx

Then the power on my home gone down at this stage then after few minutes when the power came back i checked my mail box and got shocked because i received a mail from Hostgator with my Dedicated Server Details.

So i was very happy and did Remote Desktop Login into My Server and got shocked again because I found the Hard Disk found in a Single Partition but i requested to do a Separate Partition with 75 GB OF Space and also asked to configure Automated Weekend Backups on that partition while placing the order itself. But it was not done…

I am really very sorry to say this guys…

" I am really very Disappointed on your Service this Month. Is this is the way you treat your Long Term Regular customers ??? "

And also after submitting a support ticket i asked a Support guy in the Live Chat how to create a Reselelr Account in Plesk but he just simply pointed me to the Plesk Documentation and its Starter Guide PDF. Later then only i came to know that i must have Plesk 9.2 inorder to create Reseller Accounts….

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