I always thought alligators were cool. They have a sleek look, are very powerful in their element, and when it’s time to take down some big game, they can tackle the job! This week I had to take issue with a Gator head on, but in the end it worked out for the both of us.
OK, I’m not really talking about a real alligator but another one called HostGator.
HostGator is a website hosting company that I’ve used for a couple of years now to host over a dozen sites. I’ve only had one problem with them during this time and that wasn’t even their fault … it was an attack on their servers. However, this week I discovered that I was still being billed for a separate account that was supposed to be closed last year and I was upset – especially since I talked with one of their team members by phone to ensure I was canceling the right one. The amount I overpaid was only $50 and in the grand scheme of things, quite trivial, but it was still fifty bucks.
The support wizard, whom I shall call Andrew, was very understanding but let me know they sent a confirmation e-mail for cancellation that was never responded to. Even though I assumed it was taken care of by talking to a live person and didn’t catch the important e-mail, Andrew quickly worked with me, taking only my word, and gave me a full credit to my other account. And thanked me for being a valuable customer!
Now I am not a high roller with HostGator but they made me feel like one and they made a very happy customer even more happy.
Here is another thing about them. You can call them, e-mail them, or chat with them online and every interaction I’ve had when I needed help has been outstanding. HostGator is building their brand equity by actually listening to their customers. I’m not sure they are perfect or have never dropped a ball but one thing I DO know is that I will never drop them as a hosting company.
Thank you HostGator for the exceptional service and friendly conversations, you’re one cool Gator!