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Any host that has tons of users will have people on both sides of the fence.
I don't use Hostgator, but I do a lot of work for someone who is hosted with them. They haven't had too much in terms of downtime, but there have been a few occasions where their site has taken a very, very long time to load - probably because of problems with other sites on the shared hosting plan eating lots of resources.
Their support seems OK, but I've only needed to contact them a couple of times.
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