I have several hosted accounts at hostgator, including a dedicated a VPS server from wh...

GetHuman1683126's customer service issue with HostGator.com from December 2018

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The issue in GetHuman1683126's own words
I have several hosted accounts at hostgator, including a dedicated a VPS server from which I run my entire live, consumer-facing apps and products, and I am trying to understand what internal hostgator problem occurred that almost wiped out my entire business, and why hostgator never bothered to contact me directly before deciding to purge and permanently delete several months worth of backups and products that we could have possibly saved had we been notified of the problem first. **On *****, an emergency issue was apparently reported in a public hostgator forum post - without any attempt from hostgator to notify me directly - the client who was directly affected. **It turns out that not only were all my apps*websites*dbs*services taken offline (without my knowledge or consent) but in addition, hostgator purged all of my backups dating all the way back August ****, also without my knowledge or consent, and for reasons hostgator has not been able to explain, no backups of my accounts were even attempted for the last several months, without any explanation from Hostgator as to why, and without any attempt from Hostgator to notify me that backups were not being made of my hostgator products*accounts. **As a result, one of my recently developed "live products" was completely lost, without any possibility for recovery. For some reason, Hostgator deleted it without any attempt to notify my first. If they had, we could have taken steps to back it up ourselves, remotely. **As such, Hostgator performed an emergency restore on my accounts*dbs, from hostgator's last "successful" restore date, which (shockingly) occurred as far back as *********. In other words, all of the work that we have done over the last ** months has been completely lost - permanently purged*deleted by hostgator, including one of our consumer-facing, live products called Dividend Ranker - without a single attempt from hostgator to notify us, the client, directly. **This has caused severe and almost fatal problems for us, not to mention, several thousands of dollars, hundreds of hours of development work, and has almost resulted in us having to shut down our company. **I am trying to understand why this issue occurred, how it occurred, why hostgator decide to purge all of our backups and accounts without notifying us first, why (without our knowledge) no backups were even attempted over the past several weeks to months, and what measures are now in place to prevent this catastrophic issue from happening again?**Shockingly, to our chagrin, hostgator has not made any attempt to reach out to us to either (a) apologize for the problem, (b) try to find out how much damage to our products*business has occurred, or (c) make any offer to reimburse us for either any of our lost work, or refund us for the several months of service that hostgator charged us full price for without delivering the service that was supposed to be provided. **As you can see, and hopefully understand, we are very upset by what has transpired, and are extremely fearful of a similar catastrophe occurring again. **Could you please investigate this issue for us and let us know what hostgator has done, or plans to do, to prevent something like this from happening again, and what, if any, conciliatory measures (or reimbursement hostgator is willing to provide for our loss? **Thank you for your understanding. This is in regard to sto.stockradar.org (VPS-******) and the following internal hostgator issue: gator****.hostgator.com * ref:***D**qEW*.*****QhysRB:ref
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HostGator.com

Customer service issue
Reported by GetHuman1683126
Dec 3rd, 2018 - a mon ago
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GetHuman1683126 started working on this issue
Dec 3rd, 2018 9:51pm