Within 48 hours of having posted “Frak GoDaddy: How to Win Enemies and Irritate People“, GoDaddy rep, GoDaddy Guy, who vigilantly monitors and responds to blogs and social media has posted a response to the points I raised. But is that enough to clarify and remedy the issues I faced?
I appreciate any company who’s taking efforts to monitor their brand on the busy social web landscape and craft replies explaining the situation. Obviously, customers like myself may not be aware of everything that takes place behind the scene.
As a customer, have I felt I have been taken care of?
We understand that domain names are unique and can therefore be highly valuable to our customers. To prevent customers from unintentionally losing a domain name, we reach out by email several times, starting 90 days before and continuing past expiration.
Obviously, if I have been receiving email reminders that my domain is expiring and I don’t do anything about it. Then I whine and complain after the fact, I’ve obviously no case.
Here’s a screencapture of GoDaddy emails I’ve received:
Since 15 May 2009, I’ve received 21 emails from GoDaddy, announcing “Last Minute Deals”, “Spring Closeouts” and “Mid-Year Blowouts”. While it has been tempting to get a “closeout” or “blowout” before the [sarcasm]supply of domains runs out[/sarcasm], I’m hard-pressed to find out “email outreach several times” before and after my domain has expired.
I took the effort to read the emails back to July (before I had to give up on reading all this wonderful promotional email…), but nary a reference to expiring domains could I find.
GoDaddy guy’s other point:
Finally, we provide the registrant some time to take care of his or her account by allowing a 19 day grace period to renew without penalty.
I logged into my account about a week after it expired, well within the “19 day grace period” to renew without penalty, and was slapped with the ridiculous $80 registry recovery fee. Grace period? What grace period.
Just in case you think I’m unnecessarily bashing on GoDaddy, consider its illustrious competitor, Namecheap.
Here’s a list of emails they’ve sent me:
As far as I’m aware, about 80% of Namecheap emails are relevant to the task of maintaining and renewing my domains. Sure there’re promotional emails, but not enough to make me dread an incoming email like GoDaddy has so expertly been able to do.
Giving GoDaddy the benefit of the doubt, I logged into my domain panel to check on my domain which expired 11th August. By GoDaddy’s reasoning, my 19-day grace period should end on the 30th?
No dice. I’m within the “grace period” and still have to pay $90 for a 1-year renewal.
Bottomline: Although GoDaddy Guy’s talk seems customer-focused, I’m having difficulty seeing it mirrored in actual policies. It’s vaporware in my books.
Although I wouldn’t go as far as to say “GoDaddy Sucks” or “GoDaddy Scam”, in the context of a GoDaddy review, the fact is that GoDaddy’s customer service could certainly do more justice to its customers.