Complaint / review text:
The problem was the result of a GoDaddy update towards the IMAP mail support I'm applying.
The update caused some Mac Email customers to see issues while synching of the inboxes. That's the issue I experienced.
I'm an incredibly skilled and educated person. I started my profession like a developer at AT&T, Bell Laboratories in 1985. I've a Masters Level in Compsci and comprehend e-mail methods and also the fundamental procedure for e-mail communications much better than the typical person, & most probable much better than all your first-tier service team.
I called twice - first talking to Garret, who had been really unhelpful, after which to Daniel, once the issue was recognized after which solved. I later talked having a boss, Sergio, who adopted his instruction and listened silently to my grievances, occasionally producing supportive looks, as well as in the finish made me feel worse concerning the whole encounter and GoDaddy's dedication to customer support.
Within my original phone, "Garret" did hardly any to identify my issue, merely deciding the concern was using the Mac Email customer, and educating me to call Apple. Garret's disappointment wasn't asking your inner knowledge-base to recognize the difficulty I had been experiencing and explaining to him was a known problem, and precisely fixed from your own end-of the bond.
Upon Garret's suggestion, I then proceeded to get hold of Apple and started on the four-hour procedure for detecting the issue and possible promises. Throughout that period I caused some exceptionally educated escalation service representatives. Along with my period, I invested ~$50 on the service event. At the conclusion of some substantial screening, the Apple repetition and that I determined the problem needed to be situated using the GoDaddy servers.
I subsequently made my next assistance phone of the night, and talked with Daniel. To his credit, he really examined your knowledge-base and acknowledged the issue I had been explaining was a known problem, and may correctly be solved by your host group building changes to my bill. He was assisted in his summary from the guarantee I subsequently had the problem was in your surfaces.
I would have completed this assistance journey by having an "ok" sensation about GoDaddy as well as your assistance is Daniel had transferred instantly into solving the problem and apologizing for that trouble and cost that GoDaddy assistance had triggered. Alternatively, Daniel proceeded to try to upsell me on located Trade - creating a theoretically ridiculous debate regarding IMAP which I had been somehow overloading the bond and really should be utilizing a better quality and costly option.
Used to do not enjoy this - contemplating it additional insult atop my GoDaddy induced damage.
When The problem was ultimately solved, I began to protest. Not really a virtuous work, but one which I will just clarify (atleast to myself) like a system to vent a number of my developed disappointment.
Getting no pleasure from Daniel (and realizing he is really not ready to provide any), I requested to talk to a boss.
Used In Sergio, I experienced perhaps less fulfillment.
I will only provide to thoughts of guidance:
1. Motivate your first-tier help representatives to AT-LEAST consult your knowledge-base prior to making an analysis of the challenge. Garretis insufficient professionalism led to really low efficiency from the GoDaddy group.
2. Advise your assistance group to put down about the upsell when coping with a recognizably disappointed person. Which was a totally tonedeaf and self-defeating behaviour. I notice that GoDaddy assistance is just a promoting device, however, you have to make certain it's also a person retention device.