I have multiple backorder credits with GoDaddy. GD sucks with backorder and it fails to grab 100% of the domains I backorder. As a result, I keep having to apply the backorder credits to new expired, or pending delete domains and still GD keep failing over and over again.

What’s worse is that GD charges us upfront and the backorder has an expiry date of 1 year. So GD now wants to erase our credits after one year after failing to deliver the service time and time again?

For goodness sake, let us apply the credit to buy something else, like pay for new domain registration, or hosting or whatever. Don’t just eat our money away just because your service is incompetent.

Please ask:

1.  What percentage of sales are .tv at Godaddy and by what percentage have sales increased?  Does he feel that the extension has matured enough to grow?

2.  Does Bob see himself using .TV?  Currently, BobParsons.com forwards to BobParsons.tv

3.  Would Bob consider selling premium domains in a partnership with Enom.tv like he does with Fabulous premium domains and are there any talks of doing so in the near future?

4.  When Godaddy first started selling .TV to today, at what point in Bob’s mind the domain go from just a regular cctld to something of force, or has it yet?

Just some questions Kevin to put on the list.  If you get a chance or feel the questions are worth asking please do, would love to hear the answers.

Thank you

On the GoDaddy graphic you have above I see their tag line that reads “Hot Prices. Serious Support.” The following is the exact reply of another unsuccessful email-support exchange with GoDaddy’s customer service.  I have yet to ask a question without 5 different people answering (but never really reading the previous threads within the exchange).  They do not answer correctly on the first try and at times they can be down right rude.  Here is an example:

“Dear Sir/Madam,

Thank you for contacting Online Support. Unfortunately we make changes on lots of our products and can not send an email notification every time we update anything. This will causes problems as we have a millions of customers and the email system would have a queue of sending out mail constantly. I apologize for this situation but you sometimes have to log in to see if we made updates.

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

Sincerely,

William M.
Online Support
Technician”

Forget about the technical fact that it IS possible to email out to millions of folks - they do that every night with other various services such as expiration notifications, promotional stuff, etc..  I would also like to challenge the fact that they have millions of CashParking customers too.  Tens of thousands?  Maybe. 

The point is, no customer should ever be responded to in this manner.  This sort of un-professionalism should be rewarded with a prompt firing of the employee and a review of what customer service actually is.  Its not 5 different people responding to a call for help with non of those 5 people reading the previous email threads regarding the topic.

What prompted this guy to reply like that?  Here is the rest of the thread (read it from top to bottom):

**************************************************************

My initial support question (about their CashParking Service):

I noticed that there have been changes to the keyword requirements. Also, I noticed what seems to be changes made to what are considered “adult” names. I havent received any communication about changes and so when I saw some of my names incorrectly categorized as adult and thus “not displaying ads” anymore, I submitted a ticket for it.

But having now seen that the keyword requirements have changed from what they used to be, I have to ask: where is the communication with us? Why havent we been emailed, or something like that, and told what exactly these changes are so we can comply?

Thanks for any information you can provide…

**************************************************************

Nothing too rocket-science about that question.  But their reply was (as usual) wrong and confusing:

**************************************************************

Response Dear DOMAIN MANAGER,

Thank you for contacting Online Support. We will submit your request to the appropriate department and they will communicate with our advertising partner, however this process can take up to 7 business days. We appreciate your patience regarding this matter.

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

Sincerely,

Matt P.
Online Support Technician

**************************************************************

Once again, nothing to do with what I asked.  I didnt ask to have my incorrectly categorized as “adult” names reviewed.  I even stated that I had submitted a question about that already.  I dont know, did I write in German or Brazlian?  So, naturally I became upset and wrote a bit more stern and to the point reply:

**************************************************************

Customer Inquiry

Did you read my message?

I have submitted my question about that already (and as I wrote its being addressed) however this email, here, this one I am writing about right now, is about why GoDaddy CashParking changes are *not being communicated* to me.

Why do I find out about a change after I log in and do something wrong (which used to be acceptable) and then notice its changed - like the keywords.  Keywords shouldnt exceed 4 terms, this is something new.  Now, it isnt that which I am questioning.  Its the fact that I dont find out about that until I try to change keywords on domains…

Shouldnt I receive emails when things change??  Or something?

Thanks

**************************************************************

And that is what prompted the reply from the very top of this post.  I will not apologize for writing a more stern and direct response to a NON response as this is what has become the norm for GoDaddy’s support.  It isnt “Serious Support” at all.  How can anyone be serious about this sort of rude and behavior.  Have they forgotten just who puts money in their pockets??  The customer does.

This is a disgrace. 

Please ask Bob to address this issue, specifically the lack of proper customer service and awareness to being polite and accurate.  From my standpoint, they can learn a thing or two about customer service!

Just to let you know, this my customer support horror (for today) is still going on.  24 hours and 7 people later.  No one reads, no one cares.  IF they are even humans.  I think its robots responding to keywords.

Bob,

How many .tv do you own?  Would you invest in .tv names? - why/why not? 

What “tool” would you recommend .tv owners to use to monetise their sites/parked pages?

Thank you!

To follow up, It took me 3 days and over 15 different people before demanding a refund.  Mysteriously, the FTP operations began to work.  Hmm..

I am glad you finally got this resolved.  Perhaps they read what you posted and someone higher up helped resolve the matter more quickly.

Questions submitted to Go Daddy…

---KT---

Any update on this interview?

Hi Optimal Names - we are having the exact same issue as you are. We must have spoken to over 10 different support agents, none could help at all. We got the usual, reboot, delete/recreate the accounts rubbish. None of it worked. One support agent logged into the box, confirmed there was an issue, and told me she didn’t know how to fix it. She told me to go to google to look for answers! Hilarious.

We only have the box a couple of days, and all we did was set up FTP, and connected using smartFtp from a remote machine. We were able to connect but couldn’t upload any files. We kept getting a 550 error message.

We have made a huge mistake in choising GoDaddy. We’ve ended up paying nearly $600 a month for a box thats doesn’t work.