I bought 2 domains and parked them. No problem. Easy transaction and cheap. Why do I never learn that "cheap" means "Cheap"? But as a happy and stupid bunny I transferred another, live domain to godaddy and ordered privacy for it behind domainsbyproxy (who feel as though they are godaddy too)

The transfer was arduous but initially smooth. The site worked perfectly but the privacy was notably absent. A simple email to support created mayhem:

First it was "A problem" that had to be "Escalated"

Second they took my functioning nameservers off the domain management scheme and left them blank

I changed them back. It was "only a couple of hours downtime" because I caught it in time, apparently before the next synch run.

I contacted them and "mentioned" this and they apologised. I like apologies. They calm me down whenI am panicking.

Then I waited. And waited. And waited.

And lo and behold two things happened:

Third privacy started to function

Fourth the nameservers were again blanked out.

I admit I became cross at this point. I mean who woudl not become cross.

This is what their very sweet support perosn said to me:

BEGINS:
Thank you for contacting customer support. There was no "finger issue" committed on this end. During the transfer process there is a very clear selection made when the transfer is being purchased which states whether upon completion of the domain name's transfer that we change the domain name to our native parked servers or leave them at the settings we receive them at. As I currently review your account status privacy also has been automatically added without a second purchase. This being the case all services have been rendered and therefore no compensation will be offered.
ENDS

I had mentioned to them that I was unhappy and that they had had some finger trouble, and I asked sweetly for compensation.

I know I will get nowhere, and there is no point in even trying, but I am Don Quixote, and here is a windmill. After all, a while back I even managed to get good service out of BlueDomino, so why not from Godaddy?

Web hosts are something I research with major diligence after my BD experience. But who would have thought that a domain name registrar woudl ever need the same level of due diligence?

Well, ok, you guys would. But, I mean, well, really???????????

Oh, if they ever come up with a decent apology I'll let you all know! Only fair. Like their giving me compensation woudl be fair.

Their service people replied:

BEGINS
Thank you for contacting Customer Support. We apologize for the frustration you obviously feel. However, we are unable to offer you compensation for services that have been rendered.
ENDS:eek:

They finally rendered the services. late. BUt I was the perosn who actually went in and made sure, twice, that my name servers were addressed properly.

I confess to having had a sense of humour failure in my reply to them

:angry: Sense of Humour failure BEGINS:
You also do not actually CARE, do you? If your site had said "Low prices but expect poor quality service" then that woudl have been perfect, but you allege that you offer professional service. If you are meant to be professional, ACT professional
ENDS:angry:

But they will continue to be profitable because no-one actually gives a flying feck about the service they give

This windmill will stand, but I will break my lance on it before I give up

Hi!
I may buy one or two more *info's from them...but nothing else.
Period. I am equally disappointed with Ev1...who has been down and I can't edit my nameservers. Once they return to normal, I guess I'll have to host *ALL* the DNS with Ultra. Again...whatever it takes.

Bryon

I have used Godaddy for tons of names and I have never had any problems. I have found that billing is usually the best department to call if you want billing help, because the tech support people don't have power to refund and cancel stuff as far as I know. Also, the email support route is not a good way to go. Email support consist of 10 people doing 1000 emails a day and non of the answers actually help.

Hi!
Well...Ev1 is back up...I'm in a weird space right now. I dunno who I'll use next. Blah.

Bryon

Originally posted by d4n.us
I have used Godaddy for tons of names and I have never had any problems. I have found that billing is usually the best department to call if you want billing help, because the tech support people don't have power to refund and cancel stuff as far as I know. Also, the email support route is not a good way to go. Email support consist of 10 people doing 1000 emails a day and non of the answers actually help.

Ah, the phone. The concept of a transatlantic call to an alleged global company means that I will spend more than their service is worth waiting on hold for the next operator. This is a good reason to suggest that this registrar may be a "US Only" service in reality.

I have got the support email people to revisit the issue now, after having been very direct with them over their lack of customer service.

Well, it took them 5 emails to tell me how to cancel a transfer. I told them exactly what the problem was, but then I'd get an email back that was obviously a copy and paste auto response that told me how to do what I already said. I'd email them back that I had done that and then I'd get another email telling me how to do something else (IE: check my spam box, make sure the data was correct, make sure I transferred and so on).

I don't expect top end service because of the price, but I've gotten much better help from Registerfly and Namecheap when I've needed it, so I'm done with Godaddy. This was an in house transfer for crying out loud. Heaven forbid that I have to transfer my domain somewhere else.

i have over 200 hundred domains with godaddy and the private label they offered me , and i never been into any troubles and their email support is very fast to respond usually as i notice and one last thing are u sending them emails using support@ or using their web ticketing ? thats faster to use the ticketing system they offer and they will respond faster .

I used the ticket system which then resulted in emails. Response time was fair - it wasn't super fast nor slow for me. My problem came with the content of those replies. I report them to the company. Their answers were nowhere near the help I needed and were a long list of items that I had already stated that I had done.

They told me to wait on the transfer a few more days although this was day 8 when I sent the ticket in - 3 days past what they say to wait.

As far as I can tell their ticket system is entered via a web based report. It then creates a thread for the tickect based on the ticket number. Correspondence happens by email (or, if there is a way to see and update tickets on their site I have not yet found it)

The site tells you broadly how long the email queue is. It is not the speed of this that interests me, though, it is the accuracy, or lack thereof. And it is the blinding arrogance they use in telling me that their problems are my fault, not theirs. Or that the are someone else's fault, not theirs. I had enough of that a few decades ago when I was a schoolkid.

But the long and short of it is I do not expect to need heavyweight support from a registrar because their job is not exactly rocket science. And when things go wrong I expect them to own up and to make things right with customers

Now I have to do that in my business life, so why don't they have to in theirs?

I have over 150 domains with GoDaddy and have been happy.

Originally posted by ExeFiles.com
I have over 150 domains with GoDaddy and have been happy.

It is not how the normal service runs that interests me, but when thinsg go wrong. So it woudl help if you woudl say if you have had problems and how good the support has been.

Although I don't your exact situation or how you handled yourself. I'm sure that most domain registrars have more happy customers than unhappy customers.

From my experience, it also depends on how well you handled yourself. If you stated your problem in a professional manner, than I'd HOPE that the person on the other end would have helped you in a professional manner, whether it be fix the problem or give you a credit.

If you believe that you handled yourself in a professional and that GoDaddy indeed dropped the ball file a formal complaint or write a letter to their Scottsdale, AZ office.

Have you spoke to a supervisor or upper management? Have you asked? Always remember to keep your cool and be professional, even if they dropped the ball. Getting your point across and trying to get them to see things as you see them will be your challenge.

Originally posted by ExeFiles.com
Although I don't your exact situation or how you handled yourself. I'm sure that most domain registrars have more happy customers than unhappy customers.

From my experience, it also depends on how well you handled yourself. If you stated your problem in a professional manner, than I'd HOPE that the person on the other end would have helped you in a professional manner, whether it be fix the problem or give you a credit.

If you believe that you handled yourself in a professional and that GoDaddy indeed dropped the ball file a formal complaint or write a letter to their Scottsdale, AZ office.

Have you spoke to a supervisor or upper management? Have you asked? Always remember to keep your cool and be professional, even if they dropped the ball. Getting your point across and trying to get them to see things as you see them will be your challenge.

Thank you for those kind thoughts. You never said whether you had a problem though with any of your domains nor how they handled the problems if any. Which was actually what interested me. I tend to have a reasonable grasp on business and mechanisms for complaint.

I have also mentioned that making a transatlantic call for this is more cost to me than this registrar is worth. Perhaps you missed that?

That's the part that bothers me. I explained my situation, explained that I was familiar with the domains, waited the maximum length of time, received no emails and so forth.

My problem comes with the techs act like they don't read your responses and waste 5 replies and 3-4 days worth of time to explain it all on the fifth try. I understand they have certain procedures, but when you clearly explain the issue and that you've already done set list, you shouldn't have the tech tell you to do the exact same thing you just explained. The first ticket response even had the nerve to tell me that the domain was in the transfer stage and completely ignored my problem which I stated in black and white.

A simple issue is something they seem to be able to solve easily. But anything involving thought is more challenging.

They have been able to whitelist my email provider (BT who seem to get spamblocked a lot because they have their own configuration and nonstandard rules), and did that in under a week!

But handling a totally mismanaged transfer took "an escalation to one of our leads" whcih then had a chain oif such incompetence that it will be a cold day in hell before I recommend these people, whatever the price is.

Can you believe the incompetence of a "lead" who trashes name servers not once but twice? :confused: Despite a note in the thread onthe ticket to say that has happened before? Well nor can I.:eek:

I like GoDaddy. I baught a domain 2 days ago. They just called me and asked if everything was alright with my domain. And if i need any help. And if their was anything esle i didnt to call them or i can e-maill them 24/7

Originally posted by bobo920
I like GoDaddy. I baught a domain 2 days ago. They just called me and asked if everything was alright with my domain. And if i need any help. And if their was anything esle i didnt to call them or i can e-maill them 24/7

They CALLED you? I suspect this is not a thing they do internationally! But I am impressed. They have so far not called me, and I am having major issues with them. I congratulate you on your expereience. I wish mine had not differed from it.

Wow. They called you...... ~sits and gibbers into beard~

They called you? NEVER had anyone from godaddy call me. Maybe your special

They most likely did that because, as you stated that you bought
a domain from them 2 days ago, you're "new". You know, their
way of "welcoming new customers" (and thus hoping to gain
more business from you ;) ).

One other registrar actually did this to me 2 months ago for a
domain I manage for a friend of mine (which I'll eventually turn
over to her once she's ready to handle it herself). It was a new
registration that time.

Originally posted by verypissed
A simple issue is something they seem to be able to solve easily. But anything involving thought is more challenging.

They have been able to whitelist my email provider (BT who seem to get spamblocked a lot because they have their own configuration and nonstandard rules), and did that in under a week!

But handling a totally mismanaged transfer took "an escalation to one of our leads" whcih then had a chain oif such incompetence that it will be a cold day in hell before I recommend these people, whatever the price is.

Can you believe the incompetence of a "lead" who trashes name servers not once but twice? :confused: Despite a note in the thread onthe ticket to say that has happened before? Well nor can I.:eek:

While I am unable to comment on your exact issue since I do not have your account information or know what domain name(s) are in question, I cannot speak directly to your problem. I can tell you that our representatives are unable to remove domain name servers from domain names. They do not have access to preform this type of action, so I can tell you that are support staff did not make your domain(s) inoperable. If a domain was transferred over and the name servers were lost, one of any number of things could have happened. We could have received incorrect information when we preformed our query on your domain. We could have had a problem with our system, or this could have been a single glitch anywhere along the process regarding your domain. I can tell you we have not received an overload of inquiries or complaints regarding this issue.

With regards to the comments about our support staff, if you ever have problems or feel you are not getting the proper responses from our e-support staff, please do not hesitated to contact me at
godaddyguy@godaddy.com. I will make sure to get your issue put into the proper hands. We pride ourselves on making sure we provide the very best support and have a quality assurance department that monitors responses sent to our customers to make sure they meet our high standards. Unfortunately, we cannot screen every email, so there might be some emails that are sent out that do not meet our requirements. If you feel you have received an inappropriate or unacceptable response, please do not hesitate to contact me.

Originally posted by GoDaddyGuy
Unfortunately, we cannot screen every email, so there might be some emails that are sent out that do not meet our requirements. If you feel you have received an inappropriate or unacceptable response, please do not hesitate to contact me.

__________________
Nick Fuller
Communications Manager
GoDaddy.com
It's always nice to hear from someone at the company (in this case GoDaddy).

Generally speaking, if ALL the outgoing emails are archived and a follow-up review protocol make known to all support personnel, chances are inappropriate customer service response would be unlikely to say the least.

Originally posted by GoDaddyGuy

With regards to the comments about our support staff, if you ever have problems or feel you are not getting the proper responses from our e-support staff, please do not hesitated to contact me at
godaddyguy@godaddy.com. I will make sure to get your issue put into the proper hands. We pride ourselves on making sure we provide the very best support and have a quality assurance department that monitors responses sent to our customers to make sure they meet our high standards. Unfortunately, we cannot screen every email, so there might be some emails that are sent out that do not meet our requirements. If you feel you have received an inappropriate or unacceptable response, please do not hesitate to contact me.

I will be contacting you directly. There seemed to be no other way of getting in touch since "escalation to our leads" was the final support route open to me.

I thank you for posting in this thread. I am feeling much more like making a recommendation (obviously depending oin the outcome of our chat)

While we have an audience with a GoDaddy rep I need to ask. What is the deal with the backorder "change settings" button? GoDaddy backorders religiously fail so they need to be moved to another domain and ever since last week the "change settings" button has been missing after a failed attempt. I have spent close to 2 hours long distance (at my cost) with tech support who don't believe you unless you send them a screen shot.

One more thing, I thought GoDaddy's self imposed 60 day rule after an internal transfer was a good thing in case a domain was ever stolen. Every time a domain is stolen and it resides with GoDaddy they take a hands off approach when all the other registrars jump in and help resolve problems?

Nick Fuller of GoDaddy is investigating the issues I have experienced and I have promised him that I will accept the results of his investigations as an apology and close the matter.

We are discussing a few matters about how my level of frustration was allowed to rise to match my username here ;) Naturally he is taking this part equally seriously with the problem I experienced.

I have asked him to explore the escalation procedure, since the only feasible way for me to express myself over this matter has been here (those who advise the phone please read the entire thread)

Can you honestly say that you felt 100% comfortable doing business with a company with a name like "GoDaddy"?

Please..

Originally posted by pl4tinum
Can you honestly say that you felt 100% comfortable doing business with a company with a name like "GoDaddy"?

Please..

Well let me see. At one point I worked for an organisation named "Wang", which I am told was "The Chink in IBM's Armour", and is also slang for a penis (where we launched "WangCare" [you have to be a brit to get the significance of WangCare]). I have done business with an implausible source of predictions for the future, or "Oracle". So why not GoDaddy?

It is not the name that is relevant. It is the talk they talk and whether they walk their talk. Indications are favourable regarding GoDaddy, though the jury is still out :)

:) I am very pleased to report that GoDaddy have concluded this matter with honour. Nick Fuller is a gentleman and has picked up this problem, owned it and solved it.

I declare myself the complete reverse of my login name :clap:

I am able to recommend this registrar. I am satisfied that this was a set of errors, not lack of care. Errors that are well handled may be easily forgiven.

Glad to hear that. Happy ending. ;)

Originally posted by nameslave
Glad to hear that. Happy ending. ;)

Ditto that. And a perfect way to close the year. ;)

Yesterday I received a call from Nick Fuller per this post (resourceful guy must have looked up my whois). We had a good talk and he wanted to make sure that the backorder problems were fixed which they are. I forwarded some info to him concerning my other comments...we will see what becomes of this. To his credit he did track me down and listen to my concerns.

good to see godaddy has made an effort to resolve some of these public issues.

Its like a dream :p...Godaddy and improvements? woow...I know 100s of clients who left GoDaddy cause of POOR support

Just an FYI since I found this out from another forum: GD'll charge
you $25+ if your domain name is involved in "disputes that require
legal services". So if your domain name with GD is involved in just
even a UDRP, expect a notice and a cc charge from them shortly.

Does not matter to me since I moved the remainder of my names away

Originally posted by dmaven
Does not matter to me since I moved the remainder of my names away

Doesn't matter to me either, actually, since I already moved out
mine as well. But of course, this is for those whose names are
still there.

And the exact figure is $29. ;)

Originally posted by davezan


And the exact figure is $29. ;)

bob has to pay for his 2.4 millions ad somehow.

I have about 20 sites with GoDaddy, and in the past two years have needed their assistance with various things and have been very impressed so far, even on the phone. In reading "The concept of a transatlantic call to an alleged global company means that I will spend more than their service is worth waiting on hold for the next operator", I get the impression you were unwilling to give that avenue of support a try. "As far as I can tell their ticket system is entered via a web based report" Does that mean you didn't try their ticket system either?

I don't know exactly what all the circumstances of your experience were, and the full extent of GoDaddy's efforts, but I do know that people that speak like they know everything are usually the ones who have the most trouble being helped when they need it. Your comments such as "I do not expect to need heavyweight support from a registrar because their job is not exactly rocket science" and "it is the blinding arrogance they use in telling me that their problems are my fault, not theirs" leads me to believe you fit such a profile.

You may have a "reasonable grasp on business and mechanisms for complaint", but it sounds like you may need to try some humility. Instead of condescending to (as you have to those above who replied with a favorable GoDaddy experience, and as I am sure you will to me) and threatening GoDaddy support, why don't you try working with them to try to get your issue resolved?

Originally posted by szarwell
I have about 20 sites with GoDaddy, and in the past two years have needed their assistance with various things and have been very impressed so far, even on the phone. In reading "The concept of a transatlantic call to an alleged global company means that I will spend more than their service is worth waiting on hold for the next operator", I get the impression you were unwilling to give that avenue of support a try. "As far as I can tell their ticket system is entered via a web based report" Does that mean you didn't try their ticket system either?

I don't know exactly what all the circumstances of your experience were, and the full extent of GoDaddy's efforts, but I do know that people that speak like they know everything are usually the ones who have the most trouble being helped when they need it. Your comments such as "I do not expect to need heavyweight support from a registrar because their job is not exactly rocket science" and "it is the blinding arrogance they use in telling me that their problems are my fault, not theirs" leads me to believe you fit such a profile.

You may have a "reasonable grasp on business and mechanisms for complaint", but it sounds like you may need to try some humility. Instead of condescending to (as you have to those above who replied with a favorable GoDaddy experience, and as I am sure you will to me) and threatening GoDaddy support, why don't you try working with them to try to get your issue resolved?

You are a very kind and sweet person. I feel, after this, that I woudl like to have your babies.

I suppose it was inevitable that I would meet someone who gets off on telling others how to behave having no kowledge of them. This means that, after I have your babies I will divorce you ans sue you for maintenance.

If you read the thread properly you will see how all has been resolved amicably. And resolved with honour.

You are qute correct. "Giving that avenue of support a chance" was something I discounted over the simple cost of potentially waiting on the phone for an unknown length of time :) I'm sorry you find that inappropriate behaviour :( It seems to me that I used their ticket system. Unless, of course, you know different :)

I think I changed my mind. Please make babies with yourself :stickout:

There you are, honeybunch. I met your expectations, didn't I

Originally posted by davezan
Just an FYI since I found this out from another forum: GD'll charge
you $25+ if your domain name is involved in "disputes that require
legal services". So if your domain name with GD is involved in just
even a UDRP, expect a notice and a cc charge from them shortly.

When a UDRP complaint is filed by a third party, there is a fee of $29 assessed to the account. Once a UDRP is received there is administrative work that is involved in handling this complaint. We feel that $29 is a fair fee considering some of these complaints can get pretty involved and can require some extensive work on our side. In addition, if the complaint is denied from the arbitrator or WIPO, we refund the $29 back to the account.

To the comment that 'bob has to pay for his 2.4 millions ad somehow":

Please know that Go Daddy has already paid for its Super Bowl ad out of its 2004 cash reserves and has not relied on this particular administrative fee to subsidize the ad. To read more about Go Daddy's Super Bowl ad in the very words of our president & founder, Bob Parsons, check out Bob's blog at bobparsons.com

Originally posted by GoDaddyGuy
In addition, if the complaint is denied from the arbitrator or WIPO, we refund the $29 back to the account.

He he he, don't worry about dmaven's comment, Nick. But your
reply regarding that fee is interesting.

I'm going to check with the poster in that thread to see if he got
his money back. But if the registrant lost the UDRP, does that
mean you'll keep the money, then? :)

Been with GoDaddy for 2 years....

No problems till 1 week ago.....

They automatically reset my nameservers !
Causing my site to be down for several hours.
Have to set the nameservers back manually.....

Emailed them.....
1st reply:
I apologize for the issue, but yesterday 12/28/2004, at 11:00:30 PM Arizona time, I show somebody logged in to your account manager requesting a parked-page, which is why the DNS was updated. I then show earlier today, 12/29/2004 at 7:29:18 AM, the DNS being updated again, as you said you did.

Please let us know if we can help you in any other way.

Don't let "no lock, no deal" come between you and your customers. Show them that transactions on your site are secure and encrypted! Click here for more information.

Emailed them again to explain no emails received stating the changes
2nd reply:
What happened was you or someone with your customer number logged into the account and requested the domain to have a Parked Page for the domain. When this request was made the name servers were changed to reflect this request.

Emailed them and f**k them, reminding them of my locked domain and no inform emails stating the changes
3rd reply:
Thank you for contacting customer service. I apologize for the confusion, this change was made by our system, not by someone who logged into your account. Because you setup a Starter page, this change happened automatically, but we are still investigsting why messages were not sent.

Please let us know if we can help you in any other way.


That's it !
They vanished just like that...without any expalnations at all till now.....talk about customer service !

I am definitely switching to another domain registrar !

Originally posted by flavor76
Been with GoDaddy for 2 years....

No problems till 1 week ago.....
Sorry to hear about what happened to you, but this is a VERY GOOD example of HOW things *could* happen to just anybody. I've been with so many registrars (big guys, not those so-called registrars with just a few thousand registrations) since 1997 that I now refrain from trusting the brand or reputation not to say certain middle management personnel. It really amazes me when people say this or that registrar is so and so good, when the truth is: they "ain't see nothing yet".

Originally posted by nameslave
Sorry to hear about what happened to you, but this is a VERY GOOD example of HOW things *could* happen to just anybody. I've been with so many registrars (big guys, not those so-called registrars with just a few thousand registrations) since 1997 that I now refrain from trusting the brand or reputation not to say certain middle management personnel. It really amazes me when people say this or that registrar is so and so good, when the truth is: they "ain't see nothing yet".

The same not only applies to the domain business but other areas as well