Welcome to Omgili,
Omgili ( Oh My God I Love It ;) is a search engine for discussions. With Omgili you can find answers and solutions, debates, discussions, personal experiences, opinions and more... To learn more about Omgili click here.
This is a complete preview of the discussion as it was indexed by Omgili crawlers. Use this preview if the original discussion is unavailable.
Click here to view the original discussion.
[http://forums.hostgator.com/showthread.php?t=...]
Click here to search for discussions with Omgili discussions search engine.
 |
Professional or Non Professional Support - HostGator Peer Support Forums
First off you don't treat a customer like you have in your last email.
I am familiar with JSP and have done them before just for your information.
I have no problem running the exact same thing on my local machine using Tomcat 4.0.
Not only that it takes three days for you to get back with me.
YOU SAY YOUR FAST!
So much for customer service!
And how about your one support specialist.
Most of the time when you put new Servlets on the Server you need a restart.
He sure doesn't know that.
But I don't have time to teach him that if you want to be smart.
Cancel my account!
I will go somewhere else!
Have a great DAY!
Shawn Dietrich
Original Message
From: support@hostgator.com
To: Shawn D.
Sent: Monday, December 08, 2003 2:53 PM
Subject: Re: Server Restart
You played with the web.xml thats why it doesn't work.
And test.jsp doesnt exist in your home dir either.
Sorry we won't be able to teach you jsp.
It's def not for the new to use...
http://www.hostgator.com
AIM: gatorsupport
YIM: hostgator
ICQ: 106922122
MSN: support@hostgator.com
phone: (561) 866-9539
Original Message
From: Shawn D.
To: support@hostgator.com
Sent: Sunday, December 07, 2003 4:03 PM
Subject: Re: Server Restart
I was just wondering if you guys have had a chance to check in to the problem listed below.
Thanks,
Shawn Dietrich
Original Message
From: support@hostgator.com
To: Shawn D.
Sent: Saturday, December 06, 2003 11:26 PM
Subject: Re: Server Restart
server reboot woudln't do anything....
I'll have someone check out jsp on your account.
Jsp expert won't be in till tomorrow so hope ya dont mind waiting a night.
Thanks
http://www.hostgator.com
AIM: gatorsupport
YIM: hostgator
ICQ: 106922122
MSN: support@hostgator.com
phone: (561) 866-9539
Original Message
From: Shawn D.
To: support@hostgator.com
Sent: Saturday, December 06, 2003 11:59 PM
Subject: Re: Server Restart
I have been having 404 errors with simple jsp's.
HTTP Status 404 - /demo.jsp
type Status report
message /demo.jsp
description The requested resource (/demo.jsp) is not available.
Have followed instructions for placing jsp's from java faqs: http://www.hostgator.com/jsp.html .
JSP's perform perfectly on my local machine using Tomcat 4.1.29.
So to troubleshoot I have posted help requests on forum at java.sun.com and the replies thought restarting the server may help.
Any other suggestion would be greatly appreciated.
Thanks,
Shawn Dietrich
Original Message
From: support@hostgator.com
To: Shawn D.
Sent: Saturday, December 06, 2003 10:54 PM
Subject: Re: Server Restart
why?
http://www.hostgator.com
AIM: gatorsupport
YIM: hostgator
ICQ: 106922122
MSN: support@hostgator.com
phone: (561) 866-9539
|
|
Since you posted all the other emails figured I'd post the last one as well..
"I'm sorry for your troubles.
$14.95 was refunded to your credit card give it a week to show up on your statement.
I'm the one that orginally handled your problem I know nothing of jsp and assumed the servers jsp was down so forwarded to the system admin....
Which has been backed up from kernal upgrades.
He got back to me saying your web.xml was changed to be incorrect, and that your file didn't exist in your home directory.
http://pwcvacations.com/simpletest.jsp Uploaded so you can see jsp in action.
The server never needs to be restarted...
Tomcat however does need to be restarted which we do after every jsp / servlet account creation.
Held off on canceling your account so you can view the jsp file running.
We wish for you to stay with us however totally understand your wishing to leave.
Just email us back and we shall terminate your account.
Thanks"
We never intend to be rude but some emails can look that way when they are done in a hurry.
Your web.xml was tampered with / broken thus the reason it did not work.
Running JSP locally and on a server is much different.
We got back to you within a hour of your first contact, and informed you of the problem in less then 2 days time.
Sys admin checked all the jsp running found everything to be working, then checked your account and found the problem.
December 06, 2003 10:54 PM about the time you emailed us.
Monday, December 08, 2003 2:53 PM The time we got back to you with the problem.
That's about 40 hours time.
|
|
From reading Shawn's entire dialog, I can see how he might feel you are being rude.
Unfortunately, my experience with Hostgator support on a few incidents is similar.
The conversation starts out cordial, then it gets short and blunt.
Eventually it leads to some type of accusation that hints at a customer's incompetency.
I've observed this only happens with more complex problems such as Shawn's Java issues or in my case, gathering statistics from logs.
Since Shawn used Sun's Java forum, I must deduce that he is also a career system administrator or perhaps an application programmer.
Seems to me there are only two or three people at Hostgator and not all techs treat me the same way.
Angela, for example, is usually much more cordial than the other anonymous techs.
She's the only one willing to reveal her name.
The rest just signs the brusque emails as "The Hostgator Team".
One tech walked away in the middle of diagnosing my problem via AIM, simply saying he had to go.
No thought was given to at least advise me to continue the troubleshooting via email or forum.
Fortunately that wasn't a big problem that we were working on, but I made a mental note of the event.
A simple apology would have erased that mental note, but I received none.
I, too, signed up based on the long list of accolades but I still went in with a skeptical eye since I've been burned numerous times by previous hosters, even those with high marks from existing customers.
I'm not ready to jump ship yet, since I've only been here a month.
I'll give it more time to see if this is a persistent problem or just infrequent misunderstandings.
Despite the mix of good and bad I've experienced, I'd have to say that Hostgator is still the best overall based on features available.
You can probably get better service elsewhere, but then you'd have to pay a little more, too.
Having been a unix system administrator for over 15 years, I can understand how it is tempting to cut conversations short to address the volume of service calls.
The only recommendation that I would offer is to spend an extra 10-20 seconds to re-read your emails to customers before hitting that "send" button because email is eternal.
The fact that this forum exists is a testament to its durability.
Might as well make sure it doesn't come across as being pompous.
A customer can fire everyone at Hostgator on the spot by spending money somewhere else.
You don't want that with resellers since they often have other customers behind them.
It's much easier to keep your existing customers than to find new ones.
I run a small business also and that's at least the lessons that I've had to learn the hard way.
Regards,
Johan Lai
Director, US Operations
Jim Wagner Training: Reality-Based Personal Protection
http://www.jimwagnertraining.com
lai@jimwagnertraining.com
(949) 203-2835
PGP Key available at http://pgp.mit.edu
|
|
Replied to your log problem a few minutes ago.
Your account was out of space so logs could not be produced since they use space.
Sorry if some of us come off rude, almost 100% of the time when theres a problem it's from the user doing something wrong.
We try our best it's not perfect, and never will be.
Deffinatly room to improve though.
Thanks
|
|
That's kind of what people are talking about.
We all know that problems are normally the users fault but you don't tell them that and especially like you just did.
We pay you to fix problems and respect your clients.
It's our money that is paying you.
Repeat after me ' The client is alway right." even though we know that is not true, at least try to act like it.
I expect to remain here a long time and I hope that we can develope a relationship that is based on respect and understandment.
I know that sometimes you are up to your ears in tech issues.
Tell us that but at least kiss us first.
Quote: : Replied to your log problem a few minutes ago.
Your account was out of space so logs could not be produced since they use space.
Sorry if some of us come off rude, almost 100% of the time when theres a problem it's from the user doing something wrong.
We try our best it's not perfect, and never will be.
Deffinatly room to improve though.
Thanks
|
|
That's kind of what people are talking about.
We all know that problems are normally the users fault but you don't tell them that and especially like you just did.
We pay you to fix problems and respect your clients.
It's our money that is paying you.
Repeat after me ' The client is alway right." even though we know that is not true, at least try to act like it.
I expect to remain here a long time and I hope that we can develope a relationship that is based on respect and understandment.
I know that sometimes you are up to your ears in tech issues.
Tell us that but at least kiss us first.
Quote: : Replied to your log problem a few minutes ago.
Your account was out of space so logs could not be produced since they use space.
Sorry if some of us come off rude, almost 100% of the time when theres a problem it's from the user doing something wrong.
We try our best it's not perfect, and never will be.
Deffinatly room to improve though.
Thanks
|
|
Kiss kiss to all.
Lol
I'll take the slaps out on someone else.
=)
|
|
Today I was setting up a new account.
I had a problem getting images to display correctly.
It turned out to be a problem with hotlink protection (which I am still trying to resolve).
However, the response from Support was way off the mark, and it was a real time waster.
Quote: : It's a webpage coding issue.
Please check your website html.
As always, thank you for allowing me to opportunity to serve you today.
Please let me know if I can assist you further!
Best Regards
--
Lyron F.
He didn't even look into the problem.
His solution was a basically a lie bacuse it appears he did not look into the problem before offering the "solution."
I found this after I called the phone number and explained to some very impatient person that the same website works on every other server I've come accross.
Of course after I called and apparently had the solution logged to my ticket, I got an email mentioning hotlink.
That is called "covering your ass." It is not support.
Since I've been lied to in the first day of service, I'd say so far the support here not what I expected based on all the positive "reviews."
I opened my account to test the waters as a reseller.
So far the water is tepid at best.
|
|
You spoke with me on the phone and I asked you if you turned hotlink protection on.
You said you didn't know what that was and that you might have.
Me and you solved your problem during the call.
ticket support then also solved your problem on their own without even knowing we had spoken once you said ..
"I would like to clarify that I am not asking about the index page.
I am asking about :
http://69.93.193.74/~w*
|
|
Quote: : Nobody lied to you..
Lyron just thought you were asking abour your .htm
No support is a 100% right all the time.
That's why we are here to help until a solution is found.
Phone support solved your problem within 3 minutes of the first ring.
My htm had the same issue as the htm you Quote: d.
There was no coding issue with any of my htm.
So that is not really an acceptable answer.
It seems he told you a lie now, too.
I appreciate your help, and the fact that you are willing to answer the phone.
I would say I have had worse support elsewhere, which is why I am not "elswhere" any longer.
However, I understand people are busy in support, but an incorrect authoritative response (implying that the problem has actually been looked into) wastes my valuable time hunting down a non-existant "coding issue." He could have said that it might be a coding issue, or asked if I was certain the code was correct (since he didn't look at any of it).
The only problem was with hotlink protection, which you discovered after listening to me and realizing that the same code worked everywhere else, so I didn't need to open yet another support ticket to be sent info on something I knew was not the cause.
The problem I have now is that no one has explained if this is the correct behavior for hotlink protection or not.
I asked the question about the expected hotlink protection behavior and usage in the support thread, and the support person locked it becuase of my complaint here on a tangent issue.
|
|
Quote: : The problem I have now is that no one has explained if this is the correct behavior for hotlink protection or not.
I asked the question about the expected hotlink protection behavior and usage in the support thread, and the support person locked it becuase of my complaint here on a tangent issue.
Whcphoto, this would be a lot easier to follow if you would please post the relevant support information in the Support Forum.
This thread was started by another person to discuss their personal experience with HG.
You are welcome tpo post your own thread regaring your experiences, but this should never include support discussion.
So now I am confused.
Is your problem that hotlink protection does not work, or that it does work and you just don't know what it is?
Please do not respond here.
Instead use the thread you created in the support Forum.
Thank you.
|
|
|
Locking for customers to post new threads.
|
|
|
|