Wednesday, August 10, 2016

Hostgator cancellation form didn't work.

Often I look after the admin tasks for clients as computer related issues can be beyond clients and it is easier for me to handle them. I cancelled a client's hosting with Hostgator on the 20th of July using Hostgator's online form. The client just received an email for the next month's bill and payment had been taken out of their credit card, which obviously means the account was not closed as expected.

When systems don't work as they should it takes time to fix things and this can cost money. In this case it took half an hour and this time will be written off, but could often be charged. It does also mean the client has to keep an eye out for the credit on their credit card and if it doesn't come, another support call.

One good lesson out of this is don't trust Hostgator's form to close an account. Use the online chat available under the support option. That way you get a support ticket ID, someone who you can then make sure they understand and will do what is required. You even have available a printout of the conversation you can use if you have further issues.

Kelvin Eldridge
www.OnlineConnections.com.au
IT support


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