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Why Hostgator Made Me So Angry

Why Hostgator Made Me So Angry

By in Blogging | 6 comments

  • SumoMe

You might have noticed that my blog was suspended by Hostgator.  I’ll tell you what happened and why Hostgator made me angry.

I logged into my blog yesterday, like I always do. Even if I’m not posting an article I like to see who’s viewing. Plus, I do my daily checks to make sure everything is OK.

Well, I got the shock of my life. Instead of Miraculous Ladies loading up, I saw a screen saying I should contact sales at Hostgator.

I did just that. But I was a little confused. The invoice I paid for my hosting package on Sunday was still showing as outstanding. They offset the payment I made against an expired domain.

So, I sent an email explaining that I had paid the invoice and attached a screenshot of the PayPal receipt. I waited for a few hours but they didn’t respond. By that time I was getting annoyed.

I didn’t want my blog to be offline so I made another payment. Surely, that would put an end to my blog disappearing?

No! It didn’t. Frustration kicked in. I wanted my blog back. I made another payment.

‘That will sort it out,’ I thought. Well! I was wrong.

I tried to stay calm. I sent four polite emails with screen shots of the second receipt from PayPal. I just wanted to prove I had made another payment. And I wanted the nightmare over.

I stayed up late waiting anxiously for a reply to my emails. But there was no email from Hostgator!

I went to bed with Hostgator on my mind.

This morning I woke up, checked my email. Still no reply from them. I searched for Miraculous Ladies.

You guessed it. It was still suspended. My heart sank.

By the afternoon, I was getting really angry. I went on live chat to sort it out.

I explained what the problem was. The guy I spoke to told me that they’d received my payment. Apparently my case was a priority and the billing department was dealing with it.

We were on live chat for just under one hour. I left my query in his capable hands.

The day rolled on. Still no blog.

By 8pm this evening I was not a happy lady. I went back to live chat. I didn’t mince my words. I told the girl at the other end of the chat line that I was angry by their treatment. I was also baffled as to why they couldn’t restore my blog.

Within five minutes she told me that my blog was back online. She said the problem was due to me having outstanding invoices. I pointed it that the expired domain that I was being charged for didn’t count. I also requested a refund of the payment they put against it. Also, the invoices for my other domains wasn’t due until the 19th.

She apologized. I told her that I wasn’t happy with their service and don’t know if I’ll be staying with them after this experience.

I’m quite surprised by the experience though. I’ve been with Hostgator since I started blogging in 2011. But where is the customer loyalty? Why did it take nearly two days to restore my blog? Why did I have to jump through so many hoops to get my blog back online? Maybe it’s time for a change.

By the way, I’ve just noticed that my blog isn’t working properly. There’s a big box where the picture should go. It seems that my ongoing saga with Hostator isn’t over yet. As soon as I hit the publish button I’ll be emailing them again. 

Have you ever been let down by your hosting provider? How did you deal with it? If you found this post useful please share it on Facebook, Twitter and LinkedIn. 🙂

June

About June

June Whittle is the founder of Miraculous Ladies, an author, freelance copywriter and professional blogger for hire. She works with small businesses, bloggers and individuals. She is also an author of a self-help and autobiography book “Deep Within my Soul: Hope after abuse”. Miraculous means extraordinary and Lady is a polite or formal way of referring to an amazing woman. That's you. You're a beautiful, strong, incredible, dynamic and powerful woman. Live your dreams. "If you can dream it, you can do it." ~ Walt Disney

    6 Comments

  1. Junie,

    Woah thanks for sharing this.

    I never even knew about hostgator.

    Well although you got so worked up, u still managed to fight and that got your site miraculously back online.

    Well as for time to for a change, remember good decisions aren’t made in the chimney with all the smoke and fuming!

    Merry Merry:)
    Marie Angele Abanga recently posted..Decorating much more than my first Christmas Tree!My Profile

    Marie Angele Abanga

    18/12/2013

    • Marie, I’m now a relaxed bunny! 🙂 Things are back to normal.

      I like what you said about good decisions not being made in the chimney with all the smoke and fumes! 🙂 You’re right. So, I will sleep on it for a few days before making any rash decisions. But like I said to Harleena, their customer service used to be excellent. That’s why I stayed with them for so long.

      Have a great day. 🙂

      junie junie

      18/12/2013

  2. Hi June,

    I can well imagine your anger and frustration 🙂

    But you’re certainly not the only one to have issues with Hostgator, or for that matter any other service provider because they all have problems some time or the other.

    I’ve been using Hostgator for years too, but now with more visitors, they fall short of space so have been asking me to go in for a kind of premium package for the extra space. I’ve been rethinking of that too, but this would be the case with any provider I join.

    However, I’ve found their customer support very prompt and so is their live-chat, but when they are down, which is rare, they are really down for a few hours, and I think that happened a few months back when all blogs on Hostgator took a dip.

    Thanks for sharing your experiences with us. Hope you find a good replacement, in case you are planning to switch over. Have a nice week ahead 🙂
    Harleena Singh recently posted..How to Take a Break from BloggingMy Profile

    Harleena Singh

    18/12/2013

    • I’ve calmed down now Harleena. 🙂 I think I was more upset because I sent a pitch to a magazine editor with a link to my blog that day. Can you imagine how I felt when I couldn’t find my blog? I wouldn’t mind so much if it wasn’t on the day that I was trying to secure a writing job.

      Anyway, today is a new day with new opportunities. So I will keep on my journey. The bus ride was as bit bumpy over the past two days. But it’s smoother today. Next time I will take my own advice. Instead of wasting time on anger, I’ll assess the situation and deal with it calmly.

      You’re right about the good customer service from Hostgator. That’s one reason why I’ve been with them since 2011. So, I’ll think about it properly before I make any changes.

      Thanks for stopping by. Have a fantastic week. 🙂

      junie junie

      18/12/2013

  3. Hey June,

    Sorry you had such a mess and I would definitely be major league ticked off. I would have hounded them so much that they would have hated to see my number come across their board.

    I wish I could say I’ve never had issues with my hosting service and although I’ve never been with Hostgator, I’ve heard a heck of a lot of complaints about them lately.

    I was with Bluehost for almost five years until a year ago this month I started having issues with them suspending my account too. It had nothing to do with unpaid invoices but usage that was disrupting their server.

    I put up with this for seven months until after all the crap I went through, all the help they supposedly were giving me, all the run around, all the ups and downs, all the lies, I found another service and left. I have not looked back and I have not had the same issues since leaving.

    Their customer service was top notch too but they eventually admitted that they had hired people who were not properly trained so although they were nice and helpful and TOLD me my issue was resolved it wasn’t.

    The issue I have with these companies is I’m paying them for good service and I deserve good service. If you give me the run around time and time again and I do give them the benefit of the doubt, I will take my business elsewhere. I wrote about my saga back in September.

    I’ll keep my fingers crossed for you that you don’t have any more issues. I hope you got that writing job too! 😉

    Merry Christmas and Happy New Year!

    ~Adrienne
    Adrienne recently posted..How Facebook Is Slowly Killing Small BusinessesMy Profile

    Adrienne

    20/12/2013

    • Hi Adrienne,

      It’s so annoying when you’re paying for a service and you get less than good customer care. I don’t know what’s going on with Hostgator. They used to be fantastic at sorting problems/disputes out. I can’t believe I waited nearly two days to get my account up and running after paying an invoice twice! Anyway, I’m glad to say I got a refund of the overpayment.

      I’m sorry to hear that you had problems with Bluehost as well. These companies need to get their acts together. I didn’t realise that you wrote about your frustrations as well.:-) Let’s hope we don’t have a repeat of that in 2014.

      I haven’t heard from the magazine editor. I’m praying she wasn’t put off by my website being down. If so, I’ll not be happy! I’ll follow up next week though. But I know that it’s a busy period with Christmas around the corner. Hopefully it will be OK and I’ll get the job. 🙂

      Have a very Merry Christmas and a Fantastic New Year! 🙂

      junie junie

      21/12/2013

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