One thing that drives me up the wall is waiting for the live chat. The purpose of live chat is supposed to be to save you time. Is it convenient, right? I use it all the time with another host. True, you could always pick up the phone to chat with an agent, but if live chat works the way it’s supposed to it is a nice feature. However, in this article, I am going to be talking about HostGator and my recent experience with their live chat.
Honestly, what has to happen to HostGator and their customer support? Years and years ago it used to be their bread and butter. I can remember a day when it only took 1-2 minutes tops to get your questions resolved. They were super speedy at answering your questions and live chat did not take ages to connect. However, as a lot of you might already know I made a post on HostGator lying about their uptime back in 2014. These were due to the brownouts that they had been dealing with sporadically in 2013 and 2014.
Recently, I jumped on live chat with HostGator so I could ask them some technical questions about an infographic I will be creating in the near future about “unlimited hosting”. I have already polled a number of host on live chat to gather the data I need to complete my infographic. However, as many of you already know I left HostGator about 3 years ago mostly due to the EIG take over and the crummy service I had been receiving for months.
So, at 10:30 PM (January 15, 2015) I decided to jump on live chat so I could talk with an agent to clarify some questions I had about inodes, disk space, and MySQL databases. I logged onto their live chat and found that there was a long waiting time. The waiting time was 30 minutes. Oh great, this should be fun. See the screenshot down below:
It’s now 11:00 PM (January 15, 2015) and the chat ticker still says 30 minutes and waiting. WTF! The counter hasn’t moved at all. So what I did was leave the browser on and continue to wait. I continued to chat with other web hosting companies about inodes, disk space, and MySQL databases ( I know what you think that must be fun; it is for me!). I did feed my leopard geckos at 11:10 P.M. because they were waking up and I figured they were probably pretty hungry. Just to give you some visual stimulation for reading this article here is the new Hostgator commercial I found on YouTube. Oh, the irony! Wanna hear about my problems?
Well, it’s now 11:30 PM (January 15, 2015) and I haven’t got in touch with an agent yet. The ticker has still not moved one bit. I am beginning to think it’s completely down at this point. Am I ever going to be able to talk with an agent at HostGator? It’s now been an hour and a half, and I am getting sick and tired of waiting on them. I guess I will have to try again tomorrow and see if I can ask them my three big questions.
Ok, so it’s a new day, and I am feeling reenergized. It’s amazing what a good nights rest does to the body. Maybe it was a temporary glitch or something that they were dealing with last night. Who knows? Who cares? I will give them the benefit of the doubt, though. So at 12:30 PM (January 16, 2015) I am giving it another shot. I started up a live chat with sales again in hopes to get my answer so I can complete my infographic.
Damn! No luck again! It’s now 1:00 PM (January 16, 2015). Guess I will have to wait it out for another 30 minutes. I will continue chatting with another web host in the meantime. Makes me wonder if they even want my business or not? Has got to be some record for waiting times with live chat. So far I have waited 2 hours and haven’t even got to ask my questions yet.
Again, I tried both on January 15 & 16 for an hour and half the first day and an hour the next day. Each time I logged onto live chat I got the same screen as before. The estimated wait time is 30 minutes. I waited and never did get in contact with an agent. Wondering how I should handle this situation. Should I just email them and hope that I get a response? Guess I will have to do that. I got nearly all my research done, and I am just waiting on HostGator.
On January 16, 2015, I went to their site and found out I could email them at support [at] hostgator.com. Oh wait, I knew that email address; I then punched myself in the face because I didn’t have to look that up; I already knew it! I found some contact email addresses. I figured this would be a good question for sales, but if that doesn’t work, I could always contact support. So I sent them an email at about 1:00 PM. Surely, they will get back with me so I can complete my research.
They emailed me back on January 16th (12 hours later). I can finally complete my infographic. The response was very good, though! So it isn’t all bad. But, the lesson I have learned with HostGator is live chat has some serious problems. The 30-minute wait seems to be a graphic that is just thrown up on their site. It doesn’t count down or anything. In fact, the three days I waited on it, it didn’t move at all.
I tweeted at them about my long waiting time on January 17th. I figured they might want to let us know of any problems or something. Really, couldn’t hurt their PR or anything. Just my personal feedback on their PR, but I see it sliding downhill quickly. The only thing they would gain from this was making it public if they were experiencing some problems or something.
I got a reply from HostGator on Twitter. Look at this way, at least they did respond to my tweet. Some host won’t even to that. Here is a screenshot of the tweet:
This tweet makes no since to me. If you have software that doesn’t count down until it under 30 minutes why do estimate that you will be with them in 30 minutes. Seriously, make the graphic say it will be more than 30 minutes. Don’t waste my time and leave me hanging for 2 hours and tell me it’s only going to be 30 freakin minutes.
I have reached out to HostGator so many times. Each time I get excuses on pretty much everything I complain about with them. Why don’t you start listening to your customers rather than making up lame excuses? The moral of this post is to show you that their support has decreased even more since I left them three years ago. I thought it was bad when I left them, but now it’s gone from bad to worse! Has anyone else experienced this long waiting time with HostGator? If so I would like to read about your experience down below.