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  • 2,00
    October 03, 2017
    • User-friendliness
    • Price
    • Reliability & Uptime
    • Software
    • Tech support
    October 03, 2017

    Terrible Customer Support

    They say "Nothing makes us more satisfied than helping customers". But they practice exact opposite. This is what happened: I bought a Stylemix WP theme, and my hosting plan is Cloud/Baby. The theme needed "Max Execution Time" to be at least 300, but my Hostgator plan is 30. Contacted HostGator to increase it to be at least 300 since most of premium WP themes don't work with 30, and I know many other hosting providers do increase this on request. HostGator denied saying my plan doesn't have that facility. I thought the guy I was chatting with from HG support did not understand what I wanted. Tried another guys with a different session. The same answer. Tried another and got the same answer. I contacted their billing support, and one Mr. Steven replied. I mentioned him I just needed that small modification or I would have to cancel my hosting plan. Strangely, the guy did not even hesitate or feel for losing a customer, immediately proceeded with my cancellation request as if he was waiting for it, and sent me a mail. Good their default cancellation message template had clause saying to reply to that mail in case the customer changes the mind. I requested to hold the cancellation till my next message and contacted the support team of my WP theme. They were so happy to help me out of their limit and connected to my cPanel and did this change in few seconds and my new theme started working. Why could Hostgator team do this little thing? Sounds like they have quite a lot of unhappy employees or not trained to handle this simple customer requirement.

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