Support: A Non-Negotiable Quality for Vendors

I posted about problems with comments on my site a while back. This was especially frustrating because I know that blog comments are of particular importance in a holistic approach to SEO. I want people to be able to discover and discuss my site’s content. If comments don’t work, that causes the conversation to be one-way. It was also embarrassing because the “website guy” shouldn’t have problems with his own website, right?

As it so happens, my business was unaffected (so far as I know) by the dysfunction of comments on my site. Not only did projects keep pouring in, but web development projects kept coming too. I have so much work to do that I don’t have time to curate my finished projects for my portfolio. Truthfully, I’m actually engaging in a subtle form of procrastination on another project by taking 10 minutes to write this post.

Thankfully, comments are now fixed. To whom do I owe gratitude? Hostgator. The ace troubleshooter in the Hostgator tech support department fielded my question and worked through the issue with me from the server end. I’m not even completely sure what he did, but comments now work. We tested posting comments from Safari, Firefox, Chrome, and the Android OS browser. It worked like a champ!

Having cheap hosting is great, but having access to a team of support professionals is invaluable. Having a value-priced web developer is nice, but having access to a troubleshooter who can solve future problems for you is critical.

The next time you are evaluating a vendor for hosting or any other service, make sure you consider the total package and not just the upfront price.

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