Get Your Money Back from Hostgator...

by WillR
55 replies
As many of you are well aware, Hostgator have had some major issues this last week. The problem is none of this stuff was mentioned to members in advance and thus their 99.9% uptime guarantee comes into play here:

We guarantee that your site will be up 99.9% of the time we host it. This guarantee includes both network and server failures. If your site isn't up 99.9% in any one month we will issue a service credit to your account for the month.
0.1% of a month equates to about 43 minutes. I'm not sure about you but my dedicated server was down for a few hours in total which far exceeds their guarantee.

I contacted Hostgator last night using their support email address (support@) and stated that I would like my monthly fee credited in line with their guarantee. I received the credit this morning.

Just thought I should let those of you know that you can and should get credit for your months hosting if you have also been affected by this problem.
#hostgator #refund
  • Thanks. I was wondering who else would mention this. I'm glad they're honoring their promise.
    Signature
    Need Music For Your Videos, Podcasts, Sites, etc? Get It Now On My YouTube Channel!
    {{ DiscussionBoard.errors[8359632].message }}
  • Profile picture of the author tooAlive
    I actually got a $150 Adwords coupon in the mail from them this morning, which made me feel a little bad for leaving them.

    I wasn't really affected by the outage, so I probably won't ask for a refund. But it is nice to know that they're honoring their word.
    Signature
    <img src="$2,387.44-clickbank-check.jpg">

    "Action is the real measure of intelligence." - Napoleon Hill
    {{ DiscussionBoard.errors[8359635].message }}
    • Profile picture of the author cooler1
      Originally Posted by tooAlive View Post

      I actually got a $150 Adwords coupon in the mail from them this morning, which made me feel a little bad for leaving them.

      I wasn't really affected by the outage, so I probably won't ask for a refund. But it is nice to know that they're honoring their word.
      Feel bad? They should bloody feel bad for selling themselves to EIG and telling customers they are receiving an "upgrade" to new servers when they are getting a downgrade.
      Signature

      {{ DiscussionBoard.errors[8361754].message }}
      • Profile picture of the author tooAlive
        Originally Posted by cooler1 View Post

        Feel bad? They should bloody feel bad for selling themselves to EIG and telling customers they are receiving an "upgrade" to new servers when they are getting a downgrade.
        It made me feel bad because I won't be getting any more Adwords coupons from them. :p
        Signature
        <img src="$2,387.44-clickbank-check.jpg">

        "Action is the real measure of intelligence." - Napoleon Hill
        {{ DiscussionBoard.errors[8361886].message }}
    • Profile picture of the author Rits
      Originally Posted by tooAlive View Post

      I actually got a $150 Adwords coupon in the mail from them this morning, which made me feel a little bad for leaving them.

      I wasn't really affected by the outage, so I probably won't ask for a refund. But it is nice to know that they're honoring their word.
      I haven't had an account with them in months and I got the same. $150+$150 more if I load $50.
      {{ DiscussionBoard.errors[8363088].message }}
      • Profile picture of the author tooAlive
        Originally Posted by Rits View Post

        I haven't had an account with them in months and I got the same. $150+$150 more if I load $50.
        Good to know. Hopefully I'll keep getting them.
        Signature
        <img src="$2,387.44-clickbank-check.jpg">

        "Action is the real measure of intelligence." - Napoleon Hill
        {{ DiscussionBoard.errors[8363095].message }}
  • Profile picture of the author brutecky
    Thanks for the info. My dedicated was down for several hours as well. I was wondering if they would give a credit but figured Id wait until Monday to ask them if I didnt hear anything about it.

    Im still likely going to migrate away from HG though, not because of this last event, but because it really is not even HG anymore. New management, new owners, new servers, its HG in name alone.
    {{ DiscussionBoard.errors[8359671].message }}
    • Profile picture of the author drewx
      I was 2 months into a 6 month shared plan. I asked for a prorated refund since I was past the 45 days and had used them before... They ended up refunding my whole 6 months instead of just 4.

      It took about 24 hours for the first ticket response and 50 more hours for the second when it was canceled and refunded... not bad.
      {{ DiscussionBoard.errors[8359715].message }}
      • Profile picture of the author WillR
        Originally Posted by drewx View Post

        I was 2 months into a 6 month shared plan. I asked for a prorated refund since I was past the 45 days and had used them before... They ended up refunding my whole 6 months instead of just 4.

        It took about 24 hours for the first ticket response and 50 more hours for the second when it was canceled and refunded... not bad.
        Yep, the new owners should see a lovely big decline in net profit and number of members.

        If only they had just left things how they were.
        {{ DiscussionBoard.errors[8359748].message }}
  • Profile picture of the author kaviar378
    i think they will never refund, lol. thanks for the info mate
    Signature
    {{ DiscussionBoard.errors[8359728].message }}
    • Profile picture of the author joseph7384
      Originally Posted by kaviar378 View Post

      i think they will never refund, lol. thanks for the info mate

      I have no idea why people respond to a thread without reading the OP!


      @Will, good on you for requesting a refund that was rightfully deserved.
      {{ DiscussionBoard.errors[8359906].message }}
    • Profile picture of the author Richard Van
      Originally Posted by kaviar378 View Post

      i think I will never get a refund, lol. because I just post for the sake of it and don't actually read anything. thanks for the info mate
      There; fixed.
      Signature

      Wibble, bark, my old man's a mushroom etc...

      {{ DiscussionBoard.errors[8360225].message }}
      • Profile picture of the author SolNet
        My sites were effected on and off all day Friday and Saturday. Right up to Saturday evening. I have an alert system on my mobile phone which alerts me when a site is down and back up again and it was singing constantly for these two days!

        I've had a dedicated server with Hostgator a long time and had many small problems but always get them sorted out pretty quickly because of their great support team. I've thought about moving on a couple of occasions but on balance I get a great service with support available when I need it.

        Don't change something that works, just because of a small hiccup. However, like Will suggested, I have asked for this month's payment to be credited to my account. We'll see . . .
        Signature
        Wordpress Directory Ninja ==> www.WpDirectory.io
        {{ DiscussionBoard.errors[8360548].message }}
        • Profile picture of the author AnniePot
          I have a number of sites hosted by HG on their Business Plan. Maybe I'm lucky but I didn't see any down-time at all. I don't have an alert system, but I kept checking every 15 minutes or so.

          Having said that, after reading all the negative reports following their takeover and with all the "improvements" being implemented, I thought I'd begin exploring other options, just to see what's out there.

          I've had a couple of sites hosted on Scala Hosting (NOT an affiliate link) for a few months and so far I've found them to be excellent. Their customer service is brilliant, much faster than HG these days. I deliberately created a few issues just to test them out and I was very impressed with them.

          At least I have them as a back-up should I decide to move the other sites, although that's not going to happen right now.
          {{ DiscussionBoard.errors[8360615].message }}
          • Profile picture of the author Curtis2011
            For anyone interested in changing web hosts, I've found this page to be very useful.
            {{ DiscussionBoard.errors[8360648].message }}
  • Profile picture of the author mysterrio
    I had no idea the issues were this bad. Thanks for sharing guys. Any other horror stories?
    Signature

    The Gurus Have Lied To You: Learn Internet Marketing For FREE. Don't Spend Another Penny Before You Read My FREE REPORT. Go here: http://internetmarketingdude.xyz

    {{ DiscussionBoard.errors[8359872].message }}
    • Profile picture of the author Kay King
      I don't think a few hours of downtime in a couple years is a horror story.

      I wasn't really affected by the outage, so I probably won't ask for a refund.
      Probably? :p
      Signature

      Due to the current pandemic I will no longer be shaking hands or giving hugs. You may wave, bow to me or give me the finger...your choice.

      {{ DiscussionBoard.errors[8359912].message }}
  • Profile picture of the author John Atkins
    It's good to hear they are honoring their promise.
    {{ DiscussionBoard.errors[8359951].message }}
    • Profile picture of the author WillR
      Originally Posted by joseph7384 View Post

      Some were affected for 12+ hours.
      Yes, I only noticed about 2 hours on my dedicated but that's only when I was watching. I really should have an alert system setup but don't as yet. So it could have been longer and definitely know others who were closer to the figure you mentioned. If you are running a launch or even an advertising campaign, it can mean a lot of wasted money. Not to mention those of us just running the average business where even short outages like this can result in a lot of support requests that cost us time and money to answer.

      Originally Posted by John Atkins View Post

      It's good to hear they are honoring their promise.
      Yep, I have to give them credit for that. I was expecting some canned response saying it wasn't their fault, etc but was delightfully surprised when they replied apologizing and with a credit to my account.

      Things like this happen. It's how people/companies deal with it that really counts. I am still looking at other alternatives because it hasn't just been the recent outage, my sites, etc have been noticeably slower since the recent changes. But I do have to give them credit for honoring their uptime guarantee.
      {{ DiscussionBoard.errors[8360049].message }}
  • Profile picture of the author Adie
    I will give HG a couple of more months before deciding what to do. I feel not good leaving them after almost 6 years. I never had a problem before until last week. It's hard to find a hosting provider with a good support like HG...
    Signature



    Moderator's Note: You're only allowed to put your own products or sites in your signature.

    Signature edited.
    {{ DiscussionBoard.errors[8360080].message }}
    • Profile picture of the author WillR
      Originally Posted by Adie View Post

      I will give HG a couple of more months before deciding what to do. I feel not good leaving them after almost 6 years. I never had a problem before until last week. It's hard to find a hosting provider with a good support like HG...
      I'm feeling the same way since I've been with them for 8+ years now. I'm going to suck it and see but I have already looked at other options so I know exactly where to go and how much it's going to cost if something like this happens again.
      {{ DiscussionBoard.errors[8360084].message }}
    • Profile picture of the author helen jones
      Banned
      Originally Posted by Adie View Post

      I will give HG a couple of more months before deciding what to do. I feel not good leaving them after almost 6 years. I never had a problem before until last week. It's hard to find a hosting provider with a good support like HG...
      Have you noticed any chages in their support services over these years? Like delayed answers to your questions or something like that. thanks.
      {{ DiscussionBoard.errors[8364730].message }}
  • Profile picture of the author onegoodman
    Nice move WillR, I am hoping that give the company a wake up call with more users asking for refunds.

    I haven't had a problem with them yet, but it seems to be a manner of time, and I am keeping my eyes open for alternative options
    {{ DiscussionBoard.errors[8360121].message }}
  • Profile picture of the author MIB Mastermind
    So who's the "new' recommended web host?

    Hostgator was always one of the more popular and reliable around.
    {{ DiscussionBoard.errors[8360676].message }}
    • Profile picture of the author Julius Minor
      Thanks Will.. My sites were down too... I "will" take your advice and get my account credited.. I was so busy.. I didn't think about that..
      Signature
      Real.. Proven.. Money Making Methods
      juliusminor.com
      {{ DiscussionBoard.errors[8360734].message }}
    • Profile picture of the author WillR
      Originally Posted by MIB Mastermind View Post

      So who's the "new' recommended web host?

      Hostgator was always one of the more popular and reliable around.
      A couple I have heard good things about and am looking into are:

      Liquid Web
      Wired Tree
      {{ DiscussionBoard.errors[8362282].message }}
      • Profile picture of the author hometutor
        Aside from the unethical practice of shutting down an entire account as opposed to just the domain breaking the tos, this is the only problem I've had with Hostmonster and Bluehost. I opened a tick to both hosts separately and requested credit based on their recent outage per their tos (nice to call them on theirs for once). They immediately replied with a one month credit. I will continue to use them.

        Rick
        {{ DiscussionBoard.errors[8362297].message }}
      • Profile picture of the author Jesus Perez
        Originally Posted by WillR View Post

        A couple I have heard good things about and am looking into are:

        Liquid Web
        Wired Tree
        They're both really good from personal experience. I'm currently at WiredTree.

        I picked them because they will "level up" or upgrade your VPS and Dedicated servers once the hardware starts getting old. LiquidWeb doesn't and they refused to match the offer when I presented it to them.

        I've been upgraded 2 times so far. It's a very nice email to receive.
        WiredTree Press Releases

        Support for both companies is incredible. Fast and intelligent reps all around. You can't go wrong with either regarding support.
        Signature

        {{ DiscussionBoard.errors[8362513].message }}
        • Profile picture of the author infinite
          Originally Posted by Jesus Perez View Post

          They're both really good from personal experience. I'm currently at WiredTree.

          I picked them because they will "level up" or upgrade your VPS and Dedicated servers once the hardware starts getting old. LiquidWeb doesn't and they refused to match the offer when I presented it to them.
          That's great because I found a while back that some of my dedicated servers with HG (becuase I had had them for ages) were well below the current spec for the pricepoint I was paying. When I questioned them about it, they said that in order to get the latest spec, I needed to cancel the current server and order the new one (which was too much of a pain because it meant I was essentially paying twice for a period whilst I transferred everything over.)

          WiredTree (among a few others I guess) does seem to be the winner out of all of this HG mess... ;-)

          Aaron
          {{ DiscussionBoard.errors[8362545].message }}
    • Profile picture of the author Gambino
      Originally Posted by MIB Mastermind View Post

      So who's the "new' recommended web host?

      Hostgator was always one of the more popular and reliable around.
      I switched from opencart to Arvixe. Took a while to get used to. But, support is top notch so far. And they're way more friendly with opencart.
      {{ DiscussionBoard.errors[8366318].message }}
  • Profile picture of the author garmahis
    Thanks for your suggestion! I'm already firing off request for refund email.
    {{ DiscussionBoard.errors[8360747].message }}
    • Profile picture of the author Kay King
      Some were affected for 12+ hours.
      Those who were most affected like the person with two days of downtime - seem the most understanding of the problem.

      It you have a brick and mortar business you can be closed by fire or flood or power outage....and you can be temporarily closed online by a server outage. The uptime these days is pretty amazing compared to a few years ago.

      kay
      Signature

      Due to the current pandemic I will no longer be shaking hands or giving hugs. You may wave, bow to me or give me the finger...your choice.

      {{ DiscussionBoard.errors[8360823].message }}
  • Profile picture of the author perrynqe
    I'm glad they're honoring their promise.
    {{ DiscussionBoard.errors[8360760].message }}
  • Profile picture of the author Graham Maddison
    who owns Hostgator now? ..... I left them about 6 months ago due to other issues which were never resolved.
    Signature
    Trade without Boundaries.
    Start with $30 Trading Bonus.
    No Deposit Required
    {{ DiscussionBoard.errors[8360770].message }}
  • Profile picture of the author USA
    None of my sites (12 on 2 different accounts) with Hostgator went down.

    I guess the problem only affected some of their servers.
    {{ DiscussionBoard.errors[8361065].message }}
  • Profile picture of the author Janice Sperry
    None of my sites were down at all but for some reason I was very early in the transition. My sites were already moved when I started hearing about all the issues.
    {{ DiscussionBoard.errors[8361095].message }}
  • Profile picture of the author Charanjit
    was not aware of the 99%. But will give them a support ticket and see how I get on.
    Signature

    Want to learn more, read read and read more. http://www.mannusblog.com/index.php/...e-optimisation

    {{ DiscussionBoard.errors[8361108].message }}
  • Profile picture of the author Lance K
    So who are you guys using (going to use) now if you left (are going to leave) HG?
    Signature
    "You can have everything in life you want if you will just help enough other people get what they want."
    ~ Zig Ziglar
    {{ DiscussionBoard.errors[8361223].message }}
  • Profile picture of the author infinite
    Hey guys

    I have just requested my credit from Hostgator so we will see how things go! (Given that I've spent around $100k with them on hosting over the past several years, I can't see them saying "no" - surely?)

    Also - I have been in touch with the guys at WiredTree and they really do seem to be "on to it." They replied to my "pre sales" ticket even outside of their usual sales dept hours. The guy I dealt with (James) was very thorough and answered all my questions quickly and professionally. Their prices seem pretty competitive too. Having said all this, it's always hard to tell what a new host will be like until you actually use them (and need their help I guess) but based on what I've been researching on them, I think I'll be joining them once I have time to transfer everything over!

    Aaron
    {{ DiscussionBoard.errors[8362445].message }}
  • Profile picture of the author Jesus Perez
    I spent all day yesterday moving my 44 Hostgator sites to my WiredTree VPS SSD2000 account. Thankfully I use a lot of HTML pages vs WordPress and this made the migrations copy/paste easy.

    I've fired off the official cancellation form to Hostgator. They offered me a free month which I declined. I did request a pro-rated refund of remaining months (I had 3 years pre-paid). I'm officially done with them.

    On the bright side, the WiredTree SSD VPS is really, really fast.
    Signature

    {{ DiscussionBoard.errors[8362502].message }}
  • Profile picture of the author loads16017
    this effect will not be stay much longer i guess. use multiple sources.
    {{ DiscussionBoard.errors[8363415].message }}
  • Profile picture of the author smodha
    Does anyone know if this is true for Bluehost customers too (part of EIG)?
    Signature
    I Sell What People Want. The Money Is A Bonus..
    {{ DiscussionBoard.errors[8363420].message }}
  • Profile picture of the author Coby
    Thanks for the update Will!

    I have a level 6 VPS and have also noticed things got "slower" since the take over.

    Although I didn't notice the downtime myself - I had several emails from customers saying links in my emails weren't working. I guess my sites were down while I was down (asleep). lol.

    Cheers,
    Coby
    {{ DiscussionBoard.errors[8364802].message }}
  • Profile picture of the author StarkFrank
    Thanks WillR, after I view you started this thread I wrote a Tiket to HG support and ask to credit for one mouth because my server was down more then 5 hours on Friday and this exceed the 99 guarantee and here is the response to my Tiket:

    Hello.

    Thank you for contacting Hostgator. We apologize for the inconvenience encountered due to the network issues at our datacenter. We have added to your account a credit valued at one month of hosting for your hosting package. This credit will be applied towards any unpaid invoices on your account automatically. Again, we apologize for any inconvenience this may have caused.

    We appreciate your business. Please let us know if you have any further questions.

    Sincerely,

    Angela
    HostGator.com LLC
    {{ DiscussionBoard.errors[8365831].message }}

Trending Topics