I really liked Hostgator as my hosting and domain provider. In fact I created a blogpost about my WordPress Hostgator review. I also produced a tutorial about how you can install WordPress in Hostgator Cpanel under your subfolder and subdomain. But this time I’ll be blogging about my latest interaction with Hostgator’s customer chat support.
I had a very bad day, and I am aware that my website subdomain problem hasn’t been resolved for weeks. So I contacted Hostgator to help solve my problem. I was so hopeful that my issue will be resolved seamlessly. So I used Hostgator chat. Although I can see on their website that I have to wait for about a minute, but in reality I waited 15 times more than the expected waiting time. Still it was okay with me. After the long wait, here comes Fernando – Hosgator’s chat support representative.
At first he was polite and approachable but at the later conversation it turned out to be the exact opposite. He ended up disconnecting our chat conversation, leaving me clueless and helpless. Due to this incident I created a ticket -asking for my latest chat conversation. So without further a do, please see Hostgator’s response towards my escalation.
My name is ***** from our Customer Service Management department. First and foremost I would like to apologize on behalf of HostGator for the experience you had with one of our support agents. This chat will be reviewed in it’s entirety so we can address these issues with the support Fernando are addressed with him and his direct supervisor. I also wanted to reach out to you to see if you still required assistance with these issues. If so please let me know I will be glad to continue to assist you.
The following is the transcript from the chat you had with Fernando.
07/16/2015 3:09:40pm – Fernando F. : Welcome to HostGator Live Chat. My name is Fernando.
07/16/2015 3:09:41pm – Fernando F. : Thank you for your verification.
07/16/2015 3:09:44pm – Fernando F. : Would you elaborate on your topic for me?
07/16/2015 3:10:02pm – Lloyd: Hello
07/16/2015 3:10:06pm – Lloyd:
07/16/2015 3:10:36pm – Lloyd: *******.asknoypi.com
07/16/2015 3:10:50pm – Lloyd: was redirected to https://asknoypi.com/*******/
07/16/2015 3:11:05pm – Fernando F. : Is it not supposed to redirect?
07/16/2015 3:11:17pm – Fernando F. : Can you provide me details on which part is the issue?
07/16/2015 3:11:26pm – Lloyd: yes
07/16/2015 3:11:56pm – Lloyd: basically this is the orig subdomain: *******.asknoypi.com
07/16/2015 3:12:14pm – Lloyd: but why is it redirecting to https://asknoypi.com/*******/??
07/16/2015 3:12:52pm – Fernando F. : May I please request your permission to set a temporary password for your account so that I may log in and work to address this for you further? The temporary password will lock you out of the account for 15 minutes or until I set it back, whichever comes first.
07/16/2015 3:13:23pm – Lloyd: Yes pls
07/16/2015 3:16:27pm – Fernando F. : I am still here. Thank you for your patience.
07/16/2015 3:17:19pm – Lloyd: Thanks
07/16/2015 3:21:17pm – Fernando F. : Where is the site “supposed to” go to?
07/16/2015 3:21:31pm – Fernando F. : A subdomain is in a folder path within the domain.
07/16/2015 3:21:37pm – Fernando F. : Is this a WordPress site?
07/16/2015 3:21:58pm – Lloyd: No phpbb
07/16/2015 3:22:39pm – Lloyd: My other subdomains are working fine except this one
07/16/2015 3:23:43pm – Lloyd: basically is I open *******.asknoypi.com. It should stay and not redirected.
07/16/2015 3:24:52pm – Fernando F. : Does the content of the site match?
07/16/2015 3:25:11pm – Fernando F. : Or is it just the URL that is not displaying correctly?
07/16/2015 3:25:13pm – Lloyd: Yes.
07/16/2015 3:25:43pm – Lloyd: It there a problem with .htaccess or something?
07/16/2015 3:26:08pm – Lloyd: This is not a normal redirection and should not happen
07/16/2015 3:27:02pm – Fernando F. : Lloyd.
07/16/2015 3:27:13pm – Fernando F. : I do apologize but you did not answer my question fully.
07/16/2015 3:27:28pm – Fernando F. : I asked 2 questions giving an option. But you only responded “yes”. Yes to what exactly?
07/16/2015 3:28:31pm – Lloyd: Both the content and the URL is not displaying correctly
07/16/2015 3:28:47pm – Fernando F. : Thank you.
07/16/2015 3:29:26pm – Lloyd: The content of https://asknoypi.com/ayalacebu/ should be the content of *******.asknoypi.com. And https://asknoypi.com/ayalacebu/ – should be existing.
07/16/2015 3:29:30pm – Lloyd: *should not
07/16/2015 3:29:57pm – Fernando F. : What is the root folder for the subdomain?
07/16/2015 3:30:55pm – Lloyd: /public_html/*******
07/16/2015 3:33:33pm – Fernando F. : That is the same path as asknoypi.com/*******
07/16/2015 3:33:43pm – Fernando F. : The root folder for asknoypi.com is public_html.
07/16/2015 3:33:58pm – Fernando F. : Is the subdomain supposed to be redirected to another domain?
07/16/2015 3:35:11pm – Lloyd: no
07/16/2015 3:35:44pm – Lloyd: Yours questions are always the same
07/16/2015 3:35:59pm – Lloyd: Can you really fix this?
07/16/2015 3:36:12pm – Fernando F. : Lloyd I am gathering information.
07/16/2015 3:36:21pm – Fernando F. : If something does not sound right, I need to clarify.
07/16/2015 3:36:43pm – Fernando F. : You wouldn’t want me to “assume” I know how your site is supposed to be setup right?
07/16/2015 3:36:45pm – Lloyd: I know and you asked questions 2-3 times
07/16/2015 3:36:53pm – Fernando F. : You would want me to ask you questions to make sure I am on the same page with you.
07/16/2015 3:37:01pm – Fernando F. : Yes. And I am investigating your issue.
07/16/2015 3:37:16pm – Lloyd: By this time I assume that we are all on the same page
07/16/2015 3:37:31pm – Fernando F. : I know the subdomain root folder is “supposed” to be public_html/*******
07/16/2015 3:37:47pm – Fernando F. : But to see that this is “incorrectly” pointed to what looks like the correct site.
07/16/2015 3:37:52pm – Fernando F. : This may be an iframe attack.
07/16/2015 3:38:07pm – Fernando F. : I don’t know anything about “your” server. I have to ask you questions if you don’t provide me enough information.
07/16/2015 3:38:21pm – Fernando F. : The topic stated you had a redirect without mentioning “if” that was the problem.
07/16/2015 3:38:24pm – Fernando F. : I apologize for the inconvenience.
07/16/2015 3:38:32pm – Lloyd: “server” this is a very technical term
07/16/2015 3:38:38pm – Fernando F. : But I will not “assume” I know where and how this is “supposed” to be setup.
07/16/2015 3:39:15pm – Lloyd: Can you asked help to your supervisor?
07/16/2015 3:40:08pm – Fernando F. : I still need more information. For example, the page that it is “redirecting to”, is that one of your other pages, or is this “not” one of your sites?
07/16/2015 3:40:48pm – Lloyd: Can you read my prev messages?
07/16/2015 3:43:01pm – Fernando F. : What is this subdomain supposed to show, so I know when I have gotten this fixed?
07/16/2015 3:46:02pm – Fernando F. : This chat will now be terminated due to inactivity. If you need further assistance, please start a new chat session so we can help. If you experienced any technical difficulties, please consider leaving a note in your comment so we may work to improve our service for you. Take care and have a great day!
Those subdomains both redirect to different locations.
http://*******.asknoypi.com redirects to https://asknoypi.com/*******/*******/
http://*******.asknoypi.com redirects to https://asknoypi.com/*******/
The reason for these redirects is because of how the forum script is configured. It is not configured to the subdomain name for the URL. This is something that you will have to consult with your web developer on how to correct as this is related to how the forum was setup and not an issue with the hosting account. This ticket will be assigned directly to myself so at anytime you can reply to this ticket and get into direct contact with me between the hours of Sunday-Thursday 7am-4pm central standard time. Outside of my hours if you are seeking further escalation you can email email@example.com to get into contact with one of our other Customer Service Managers. If you have any other questions or concerns please feel free to contact us at your convenience by responding to this ticket, calling 1-866-964-2867, or using our live chat at https://chat.hostgator.com/
Customer Service Manager
Despite all this, still I am a loyal customer. I hope Hostgator will never stop improving especially on their service and customer support.
Thank you for reading my short story. Now it’s your turn! Do you have similar experience? What is customer service for you? Please let me know your responses by commenting below.