1 Year ago, I purchased a domain name with certification and email through GoDaddy.com. It was set to expire July 20.. Since we had not used their website services, started a website, used their email or benefited at all from the purchase I intended to allow the domain to expire. I basically bought it all for nothing, and didn't see the point in renewing something that hasn't been used at all in the whole year and wouldn't get used anytime in the near future. (Which was my fault, NOT THEIRS. Just a factor in the whole situation.)
I received several expiration notices via email, all for the DOMAIN..
I had no idea that the EMAIL SERVICES were about to renew automatically, instead of as an account, as a whole...
Then I received an overdraft notice via email from my bank..
Sure enough, $12.98 was charged to my PayPal account, which is linked to my BANK account, which I was not expecting to be NEEDING to cover this unintentional purchase, and it overdrew my account by just a couple dollars...
So I shuffled my funds from my other accounts to try to alleviate any further OD Fees.
It ended up costing me TWO Overdraft fees of $35. Oo EACH -
So $12.98 for an email that does me NO GOOD without a domain -
and $70. Oo in OD Fees.
After letting it all settle and rectifying my account (out of my OWN pocket), I got an email confirming that my domain was expired.
Well, what the heck does that mean?
(I still had no idea that the email was renewing and the domain was expiring.)
If I just blew over 70 bucks, why would it expire?
Most likely a computer glitch, I'll call them up and talk with somone and they will help me out and set it all straight for me. Right?
Wrong. I called GoDaddy's billing department today (7-26-09) and after getting off the phone, I'm not any happier than I was before.
Now, I was polite and never rude, and I didn't blame the guy on the phone. He's just doing is job, he doesn't hve anything to do with my circumstances, so I wasn't gonna take it out on him.
But after seeing all the HYPE on their site about their outstanding customer service, I expected a cup of coffee, a friendly greeting, a new puppy. SOMETHING!!!
But seriously, all joking aside, He was as helpful as he absolutely HAD to be, offering NO further advice, NO apology for the cost I incurred, and didn't even act like he gave a crap about me having to BLOW 70 BUCKS ON NOTHING. That would be the 70 bucks that bought my kids groceries this week BTW.
Basically, I told him the situation, explained the fees I incurred, that I intended to let it go and expire, but was considering reinstating it, and asked him to look at my account and tell me what was going on so - in my own words, I quote - "it could be rectified..." Which is what I EXPECTED.
All the guy did was tell me the whole email renewed automatically, domain expired thing..
I asked him "Well, what good does the email do me, If I don't have a domain?"
His COMPLETE response: "... Nothing."
"Your domain was set to renew manually and expired July 20th. Your email and certification was set to renew automatically and that's what you were charged $12. Whatever for via Paypal.."
Me: "So since it's all computer generated, it didn't recognize that I wouldn't be needing certification and email without a domain, So it just charged me anyhow?"
Him: "Correct.."
*Now let me make a point that I WOULD HAVE RENEWED AND BUILT A SITE, had the guy been more helpful, or at least PRETENDED to care about what it just cost me to go through this waste of time and money. I wanted to see how their outstanding customer service was going to SERVICE my concerns... I would have been spending some more money with them had I gotten a little more REAL customer service or support...*
Basically, he asked if I WANTED him to refund $12.98.. REALLY?
"Well, yeah that would be nice since it cost me 70 bucks in overdraft fees..."
*HINT HINT HINT*
- and then says "Would you like to keep or cancel you certification then, for 2.99 a year?"
OK, WHAT??? Yeah, certify that I wasted money on this baloney, for a site and email that I don't really have any more? You're serious right???!!!
DOI REALLY NEED TOBE CLEARER???
Ok - Here goes:
"Your companies computer generated system is obviously NOT smarter than people, and charged me for things that do me no good without a domain to use it on. But apparently gives more of a crap about people, and I could explain this to my end table and get a better response from the coasters that live there."
How's that for clear?
Well, I never got snippy with the guy. The whole "That would be nice, " comment was the rudest thing I said.
But not once did he say "I'm sorry ma'am" OR "I apologize for that" OR "I'm sorry you had to go through this", OR (the best scenario) "Let me talk with my supervisor and see if WE CAN REFUND ALL OR PART OF THOSE FEES YOU INCURRED AS A RESULT OF THIS"
Every other company I speak with would do that. WE would do that WITH OUR COMPANY.
I know $82.98 grand total is small change compared to what some people loose on this kind of stuff, but I really, honestly and for true, would have spent much more than $83 in the next month or so utilizing their services, building a site, and more than likely,
- BUILDING AND PURCHASING DOMAINS FOR AT LEAST TWO OTHER SITES THAT I INTENDED TO BUILD THIS SUMMER. (THREE SITES TOTAL, MAYBE MORE AFTER THAT!!!)
I could have spent much more money with them in the next month to six months.
After getting off the phone and going over it with my husband we decided that if this is the customer service they offer, refunding 12.98 for a stupid computer generated mistake, that cost THEIR CUSTOMER 83 dollars, then we don't really need their services that badly and they don't really need our business that badly. Really.
So all in all, it is small beans. But in the bigger picture, if I had three or four domain accounts going and this happened I think they'd be more willing to help me. Or not?
Possibly if I had eluded that I would be renewing after all, or that I would be in the market for MORE DOMAINS AND SERVICES the guy would have been more helpful?
Possibly not.
Possibly he just was thinking about what time he was going to get off work tonight.
Possibly he doesn't care if the company that employs him gets a bad reputation and he gets laid off and looses income as a result of his company not being able to sustain his employment, and possibly that of other employees as well, due to a lack of real and for true, customer service.
I can't be the only person that thinks REAL customer service is important.
But I'm definitely NOT GOING TO RECOMMEND them.
I've written up this report for the one or few potential customers (even current customers) of GoDaddy.com, so that they may be educated on the possibility of what they could be looking at if they do not STRONGLY AND ACTIVELY MANAGE THEIR ACCOUNT WITH THIS COMPANY.
And apparently, if you do not call and act like a compete moron and behave like an A-Hole you won't get any customer service, although I doubt that would have made the situation any better.
I may have burned more calories that way, and have high blood pressure as a result, and still be sitting here writing this report, with no satisfaction what-so-ever.
So be forewarned, and find a different company to acquire your domain.
I don't really think it was worth it at all. At least I had something to do tonight instead of sitting around having quality time with my family. Psh, who needs that on a Sunday afternoon anyways!
Brandy
Durango, Colorado
U.S.A.
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