A Fax is too complicated GoDaddy

by Andy Polaine on March 8, 2009

in General

godaddy.jpg

I’m just in the process of moving all my domain hosting from GoDaddy because, frankly, it’s like being ambushed in a shopping mall by salespeople every click.

The support is terrible too. I got the above e-mail because I asked them what their fax number was.

If you’re wondering, I’m moving to Gandi.net, which is also covered by French privacy laws (which means private Whois listings for free).

Update 9th March: Wow, GoDaddy’s ‘Advanced Technical Support’ really are amazing. Here is the response I got. Bear in mind, I just need a fax number and already have the auth code:

Dear Sir/Madam,

I have examined your Domain support request. We will be able to provide you with a valid fax number, as well as the Auth Code for your .DE domain name (which is required for transferring away). In order to do this we will need you to verify that last 4 of a payment method on file within your account or your 4 digit shopper pin. Please include this information in a reply to this email.

Thank you,

Kevin H.

Advanced Technical Support

Thanks Kevin. Magic work.

Update (again):

After I queried GoDaddy about whether they really needed my security details in order to tell me their fax number, I got this response:

Hello Andy,

Unfortunately it is GoDaddy policy that we cannot give out any account specific information without validating the requestor with either the last four of a Credit Card or a 4 digit PIN if your account was set up with one of these. I understand this may seem like tight security protocol for a simple request, but we do not make the policy we simply enforce it and help as best we can. If you need further assistance please respond.

Have a great day,

Joshua M.

I replied with this:

In what way is GoDaddy’s fax number account specific?

Answer: In no way.

The digits you are looking for are ****.

If you end up sending me the fax number I already have, don’t expect a polite response.

From GoDaddy:

Andy-

The only fax number on file is the one that you already have. If you need further assistance, please feel free to call our 24/7 customer support at 480-505-8877.

Thank You,

Joe B

By this time I was bored of the process and fulfilled my promised of politeness:

So, let me just get this straight. In order for you to tell me what I already knew, I had to dish out my security details and part of my credit card number?

Nice work.

You guys are fucking morons.

To be fair to Kevin, Joshua and Joe, they’re monkeys following lame rules. But even monkeys show some initiative sometimes.

The very last update:

Dear Andy,

I am the current supervisor on duty. I would first like to apologize for the poor support you have received as it is apparent that the issue at hand was misconstrued. Please know it is not our intention to create a negative customer experience. With that in mind we will take the appropriate actions to improve in our customer service department in an effort to ensure similar situations do not arise. It does appear that you have located the correct fax number which again is (480)505-8844. Again, I do apologize for the confusion on our part and any frustration it has caused. If there is anything more I can do for you, or if you have further concerns, please let me know.

Sincerely,

Ben C.

Supervisor, Online Support

“It is not our intention to create a negative customer experience”? Really? They seemed to try pretty damn hard to make it so.

{ 5 comments… read them below or add one }

1 toby March 17, 2009 at 7:25 am

tip for people with rude mobile phone companies..

i had my mobile cut off, (forgot to pay a bill which got lost) – so I complained – they said I need to pay $55 reconnection fee…i say get stuffed.

they say why wont you pay it?

i say i wont pay cause I’ve been a customer for 10 years and you want me as a customer for the rest of my life. by making me pay that penalty, i will leave your network forever and go somewhere else for the next 40 years of my life.

ok.

you don’t have to pay that penalty fee, sorry mr grime.

they are very easy to sway. I winder how many people actually pay these silly penalties?

2 Andy Polaine March 17, 2009 at 9:41 am

Yeah, that doesn’t work in Germany where the contracts are auto-renewed for a year if you don’t terminate them, in writing, three months before they finish.

3 Reality March 31, 2010 at 10:21 pm

Wow dude. I've never seen someone try so hard to argue before. GoDaddy's support is fast, smart, and friendly. Even my least tech-savvy friends have never had trouble with them. I am truly amazed that you would 1. Be such a jerk with them, and 2. not understand the point of verifying your account completely. You're an idiot. It's time you stopped using the internet. Go back to a real fax machine. You clearly cannot comprehend the security concepts of online accounts. Wow. That's all I can say. Wow. You're such an idiot. A quarrelsome idiot.

4 Andy Polaine April 1, 2010 at 8:14 am

Wow, that was a considered response. Well done.

5 Random April 16, 2010 at 7:46 pm

Reality, you clearly haven't spent much time speaking with GoDaddy. As a semi happy GoDaddy customer for about 3 years now I can honestly say that their support has been steadily going down hill since day one. Their products are still industry leading and (in my opinion) exceptional – good job developers, but the customer support center is fail.

As a web designer I call on behalf of my clients and roughly 1/2 of the information that their reps give me turns out to be incorrect. GoDaddy threatens their monkeys with unemployment if they can't meet the numbers and one of the numbers they watch is call time. This makes the reps willing to let you off the phone without throughly looking your situation over. They might be friendly, but they certainly are FAIL. Oh, and if they complain they get fired. Don't blame the reps, its corporates fault. They will take their commission if they can't meet GoDaddy's increasingly ridiculous metrics. The answer… do business elsewhere.

Previous post:

Next post: