GoDaddy.com

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.GoDaddy has made no attempt to contact me via phone nor via email. My complaint did not state I had a problem with my domain registration. My complaint was the website builder fee changing without notification and the terms being unclear in their advertisement. I have no idea what domain name they refunded, perhaps they have their customers messed up just as they have their advertisements mixed up. I called GoDaddy and settled the matter, I am keeping my domain name and transferring it back to my previous domain hosting site in September. My account #[redacted] and again my subscription will end on September. 

Regards,

Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted]Companies sometimes make the difficult decision to cease...

(End-of-life) products or services to improve or offer next generation products for customers. Our customer utilized [redacted] Hosted Exchange, currently in the End-of-Life process.On September 19, 2016, our customer contacted our email support team for problems receiving email. While preparing our customer’s email plan for migration to [redacted] Office 365, GoDaddy had unexpected technical issues causing DNS settings within our customer’s domain to incorrectly update. Manual DNS updates during this interaction did not correct the issue.GoDaddy’s customer care assisted our customer in adding the correct DNS settings on September 20, 2016, and they began receiving email messages.On September 21, 2016, our customer again contacted our support due to receiving bounceback messages. Additional unnecessary DNS records were located and removed, resolving the issue.RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. Our office has been unsuccessful in connecting with our customer via phone to discuss their concerns.   We appreciate our customer's candor on our service levels and will ensure their concerns are fully reviewed by our customer care managers to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.As a goodwill gesture, we would like to offer our customer an Up & Running GoDaddy Email Marketing plan for a 3-year term at no cost. If our customer would like us to add this product to their account, they may reply to [redacted]. Thank you again for the opportunity to address the concerns presented. Kindest regards, Gary H[redacted] Office of the CEO – GoDaddy

Thank you for chatting with us! How may I help you today?

1:00 am

hello [redacted]

I still have the email problem

and now it's starting to cost me money

1:01 am

please let me know what to do to solve it once and for all

I'm sorry to hear that. What is the email address in question?

anything @welikewifi.com

Based on your current MX record settings, we determined that your email is currently set up to work with a different provider. You cannot manage third party email accounts from the Workspace Control Center.

Ok, let me take a look at the account.

I am showing per the notes from earlier today that 2 SRV records needed to be removed in order to fix this issue. I am showing that was done but that can take up to 24 to 48 hours to take effect.

sure

then explain this please:

why 3 hours ago I could send email from these accounts but not receive it

and now I am back to not sending nor receiving?

That could be due to propagation as during that time DNS is hitting different servers across the world at any given point in time. Once it has fully propagated it would be expected to work correctly at all times.

right...

so through no fault of my own

I lost email today at 10.30am local time

and the official answer is that I may recover it sometime in the next two days, correct?

If an email does not reach the server there would not be a way to recover it after the fact. It would have to be resent after it is working correctly.

sure

so, again:

through no fault of my own

I lost email today at 10.30am local time

and the official answer is that I may recover it sometime in the next two days, correct?

Yes, that's correct.

understood

now let's enter the compensation part of the conversation

because if this is not my doing

then it is the supplier's

which would be godaddy

please let me know what happens now

You are welcome to check with us after your email is working to see if we are able to help you out in any way but that is not something we are able to review until after the fact.

let's assume we are at that point already

what happens with this loss day of business due to... whoknowswhatreason?

Well we would need to review the account after your email is working again to be able to review whether we are able to assist with any compensation. Since it can take 24 to 48 hours to propagate I would recommend to contact us after that time so we can look at the account at that time.

right...

seems we have a problem of communication

let's say the email is working

let's say everything is superb

I am so happy

but what happens with compensating the loss of business, time of my colleagues, and so on that was caused by this, again, no fault of a humble paying customer

if this is a question you cannot answer, by all means waste no time and put me in touch with whomever can

but I think the question is rather simple and answerable

there is no need to deflect to a future moment in time

and hope I will forget the whole thing while I get busy with coping with my losses

I have reviewed this with my supervisor and our policy is that you would need to contact us again once everything is up and running. I can't guarantee that we would be able to provide compensation but there are certain things that would need to be looked into once the email is working again based on how long it was down and what the specific cause was.

aha, so you mean to say that the cause is not yet clear?

I thought it was...

I am not stating that, however I was not the one who assisted you when the cause was determined so additional review may need to be done at that time.

great

I was under the impression that the cause was clear. Seems that was not logged as such. Could you please then make perfectly clear to me what the cause and culpable of this issue is? In no uncertain term, please. It's important for the Revdex.com

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer.  We have reviewed this matter and would like to present the following.Our customer has had over one year to address any technical concerns they may have had with GoDaddy’s support teams. Our customer was also offered a refund of the most recent renewal for whichever email plan was not desired. GoDaddy will not be able to incur the cost outlined by our customer due to their not addressing the technical issues in a timely manner. As an exception to our refund policy and gesture of goodwill, we will honor the prior offer to issue a refund of the most recent renewal for whichever email plan is canceled. Once our customer has canceled the chosen plan, they can contact our department for the offered refund at [redacted]@godaddy.com.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone ###-###-#### Fax

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 22, 2013 the complainant purchased a Website Builder plan and a domain name registration, each for a one-year term.  This is for the period ending December 22, 2014.On December 22, 2014, per the complainant’s account preferences, GoDaddy was instructed to automatically renew their Website Builder service and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent a renewal notice prior to the expiration date on December 15, 2014.  This notice informed the complainant their expiring item would be renewed in accordance with their account settings.  Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Per our Refund Policy, the renewal transaction was refundable if the product was canceled within 45-days of the renewal date.  However; instead of contacting our 24/7 Customer Care teams for assistance, the complainant chose to dispute the service charge with their financial institution.  Per our Terms of Service, the associated service has been suspended the automatic renewal preference has been disabled.  Additionally, the applicable funds have been returned to the associated payment method.  The complainant may cancel the service at any time from within their account.Education:F[redacted]  [redacted]  [redacted]

[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.  Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]GoDaddy.com[redacted]

Dear Dispute Resolution Consultant,Thank you for the opportunity to

address and bring clarity to the concerns presented by the complainant. We have

reviewed this matter and would like to present the following.The complainant acknowledged and

agreed to the following agreements upon...

conducting business with GoDaddy:• GoDaddy Universal Terms of Service

Agreement• Get Found Service AgreementThe latest version of these

agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 20, 2015 the complainant

purchased Get Found Essentials for a one year term. Get Found is a product that helps

enhance a customer’s business with exposure through websites such as Google,

Yelp, Foursquare and more.On November 13, 2015 the complainant contacted

our customer care team to request cancellation and a refund of the Get Found

Essentials plan due to the inability to use the product. In accordance with our Refund Policy;

upon cancellation, the remaining time was refunded as In-Store credit, available

for future purchases with GoDaddy. RESOLUTION:GoDaddy has upheld its agreements in

good faith with the complainant and honored its terms of service.As this was an issue outside the

control of the complainant, we have since provided a full refund back to the

original payment method.  Please allow

7-10 business days for the refund to be processed by the complainant’s

financial institution. We also appreciate the complainant’s

candid feedback about our service levels and will ensure their concerns are

fully reviewed by our customer care managers in an effort to identify

improvement opportunities. GoDaddy strives to offer the best service levels in

the industry.Education:  The complainant might find the

following article helpful:Refund Policy:https://my.godaddy.com/help/refund-policy-8849Thank you again for the opportunity

to address and bring clarity to the concerns presented by the complainant.Kindest regards,Melanie [redacted] K[redacted]Office of the CEO - [email protected] N. Hayden Rd. Suite 226Scottsdale, AZ 85260

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• Universal Terms of Service• Hosting Agreement• Domain Name Registration Agreement• Domain Name Transfer Agreement• Domain Name Proxy Agreement• Microsoft Office Terms of UseThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn March 9 2015, the complainant purchased a Domain Name transfer with private registration for a one year term. Additionally, the complainant purchased a Hosting plan and an Office 365 email plan, both for a one year term.On May 15 2015, the complainant worked with our support teams to cancel the products in question and get a refund for the eligible products. The complainant was refunded for the remaining time left on their email and hosting plans as a goodwill gesture, as both products were not eligible for refunds per our refund policy.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As a Goodwill Gesture, we have refunded all the remaining fees back to the original payment method used per our agreements with the payment providers. GoDaddy’s payment processing teams have reviewed the original refund in question and found that the financial institution has not rejected the funds. The complainant will need to contact them to inquire how they handle funds returned to an account that may have been terminated or when a pre-paid card has been discarded. Only in the event the refund request is denied by the financial institution may GoDaddy issue the refund in the form of a check.EDUCATION:The complainant may find this support article regarding our Refund Policy helpful: https://support.godaddy.com/help/article/8849/refund-policy?locale=enThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• Website Builder Service AgreementThe latest version of these agreements can be found at: [redacted]On July 10, 2014, the complainant purchased the Website Builder Business plan for a one-year term during an online transaction.On May 14, 2015, the complainant spoke with a support supervisor about the issues they had been experiencing. As a gesture of goodwill, the complainant was offered three months to be added to their Website Builder plan. This would extend the expiration from July 10, 2015 to October 10, 2015 and do so at no cost to them. However, the complainant declined the offer.As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to our customers. The complainant had three separate issues with their Website Builder and GoDaddy’s teams worked quick to resolve each issue. Furthermore, we appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. In appreciation to the complainant for their time as a GoDaddy customer and for the issues they experienced, we would like to again extend the offer of adding the three months to the Website Builder plan in question and will do so at no cost to the complainant. This would take the expiration on the plan out to October 10, 2015.Should the complainant wish to take advantage of this offer, they may follow up with us via email at [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,[redacted]

Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:
Our customer acknowledged and agreed to...

GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On January 26, 2014 our customer purchased GoDaddy's Online Bookkeeping service for a one-year term via online transaction. Online Bookkeeping is a product that imports and organizes customers’ business accounts together and generates income and expense reports. 
On January 26, 2015 and January 26, 2016 respectively, per our customer’s account preferences, GoDaddy was instructed to automatically renew the service for respective one-year terms did so in a good faith effort to honor its agreements with the customer.
GoDaddy sent a notice prior to the expiration on January 16, 2016. This notice informed our customer their expiring item would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility.
On March 25, 2016, our customer cancelled the Online Bookkeeping, called GoDaddy’s customer care team to request a refund, and was informed the product was not refund-eligible.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. 
As a goodwill gesture we have refunded the unused months ($99.90) as In-Store Credit available for future purchases with GoDaddy.  Future refunds will be provided in accordance with GoDaddy’s refund policy.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Mandy O[redacted] Office of the CEO – GoDaddy

I am a GoDaddy customer of over 7 years. Several of my aged domains came with guarantees of free hosting in perpetuity. I kept these domains registered for years, as I was only waiting to make use of these free hosting offers.

The other day I went to set up one of my free hosting plans, and was disgusted to see that they had reneged on the deal, downgrading the offer to a single year of hosting. This cost me several hundred dollars, as I was only keeping these domains registered because of the free hosting offers.

I submitted a support ticket, to which there was no response. When I finally called tech support, they told me that not only were those offers off the table now, but that the free hosting plans that were already set up would ultimately be getting removed in the future too. Plus they actually had the nerve to try to up-sell me their discount domain club -- as if I'm going to pour more money down the drain. On principle alone, it sickens me to give this company another dime, as I now know from personal experience just how unethical that they truly are. Thanks GoDaddy, for costing me a small fortune!

Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response.  The service renewal took place January 26, 2016.  Our customer did not contact our support teams until March 25, 2016.  GoDaddy is unable to refund the credit back to a credit card as the refund request is outside of our policy. The In-Store Credit was provided as a goodwill gesture. If the customer needs assistance accessing their GoDaddy account we have our 24/7 Customer Consultation and Care team available to assist by phone at 480-505-8877. Thank you again for the opportunity to address the additional concerns presented by our customer. Kindest regards, Mandy O'Connor Office of the CEO - GoDaddy

I spoke with an agent names [redacted] (so she says) she would not provide any other identifying info than that. She was completely un educated in in the functionality of godaddy products and services. When I tried to question her on the settings she was instruction it was contradicting what the screen directions clearly stated. She then go very aggravated and condescending when she realized she was wrong. I asked to speak to she told me Godaddy does not have supervisors only managers. However managers are not able to provide technical support? I let her know I had spoken to a supervisor on the same issue previously who said he notated the file with his info and if I needed help in the future to let the agent know that and they could contact him to call me back. When I asked for him she said there is no way to see that info? I then asked for a manager to pull that info up for me and then she was mysteriously able to see the contact info. I told her Im not real happy with her performance on the call and she said put that in the free survey I will be getting, what a joke. The the point to all this GoDaddy customer service is a joke and they throw any one with a pulse on the front line to handle your business presence on the web. Beware if you value your business on the web.

"you advertise how easy it would be to run your own website", after one year and several calls then I started to link the different products that I needed. Today the renewal fee for quick cart came up, a product that apparently I had access for a year but never used nor was I offered helped with OR asked how was it working for me. I called today and spoke with customer support at 0920 MST, he was unwilling to help, unwilling to roll over the quick cart product so I am able to use it even after I told him that I could take my business elsewhere. Customer service and customer satisfaction are last on your priority list. I just came out of an entrepreneurship program where your site and service is negatively advertise, still I was willing to give it a shoot but now I undersatnd why the negativity and I agree. I will further make my review with the Revdex.com to ensure fairness for the public and the customer.

I've been with godaddy for years. As soon as I can, I'm leaving with all my domains (I haven't yet because of the cost to do this). Their pricing scheme makes it difficult to understand renewal rates, which are more expensive than other competitors. Their marketing is sneaky and bombards you at every chance. Log in to your account, greeted by a survey popup. Click I don't want to see this again, doesn't matter. Text notifications, email - "Renewal failure notice" is one I've gotten dozens of times which is misleading and really just marketing to get you to visit your account.. Even after all my settings phone,email,text are set to off - I receive many messages on all fronts - text message for logo design!? They abuse your contact info, so disrespectful. Contacted support to complain, the rude staff said there is another level that only management can turn off that's not available in your account settings?? Isn't that illegal (CRTC anti-spam laws).. Then the guy ended the call rudely without asking if my issue was resolved. They're concerned with making money, understandable, but just so slimy, sleazy, insincere, inconsiderate.. 94% negative ratings here... Do your research and choose a better provider

Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On August 16, 2008, our customer purchased 2 domain names and GoDaddy’s Website Builder, each for two year terms, via online transaction. Website Builder is a proprietary, do-it-yourself, template based product to construct a website. Between August 2010 and August 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question upon expiration for two year terms and did so in a good faith effort to honor its agreements with our customer.GoDaddy proactively sent multiple notices pre-expiration to our customer.  These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Furthermore, GoDaddy sent order confirmation notices following each transaction.  Account management is a customer responsibility. On August 26, 2016, our customer contacted GoDaddy’s customer care to request refunds for the latest product renewal transactions.  Our customer canceled the Website Builder and was refunded the same day.  The domains in question are not refund-eligible. The automatic renewal preference on the domains have been disabled.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been provided all applicable refunds totaling $195.41.  If these funds have not been credited to our customer, they would need to contact their financial institution to determine the status of these funds.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I appreciate the refund offer. However, the same night I finally decided to file a complaint with Revdex.com and Ind State Attorney general Office , I later received a notice that advised me that my service was cancelled.  yet I am still receiving notices from Go Daddy re a quarterly report. So I am still unsure of what my status is or isnt.As I read this offer they still want me to provide confidential information to them which they had not previous received or asked for at time of enrollment.  This is the crux of the objection.   As I stated in complaint I am happy to send notice in my personal email, by affadavit in [redacted] mail requesting the discontinuation of this service and account.   I am happy to confirm any previously submitted information to acknowledge my request and sign a paper absolving them from any future claims by me. Since the credit card has reached its expiration date and I will refuse to provide them with new card info the account will cease being active per the customer service rep I spoke with. At present this is my only option which doesnt force me to provide confidential information to Go Daddy.   I am pretty sure the company represenative who sent the offer would also refuse to send me such information as a term of completing this agreement and or getting renewal information re the card so that I could make sure that its the right person at his end to receive such confidential information.Regards,

Thank you for the opportunity to address our customer’s additional concerns. Since the original purchase of the Dedicated Server, our customer has paid approximately $50 to $60 per month for renewal.  The amount paid by our customer for the upgrade in this case, $6.08, would not renew most GoDaddy monthly shared hosting plans, let alone a dedicated server product.As a one-time exception, GoDaddy has extended our customer’s dedicated server for a one month term.  Our customer is solely responsible for any future renewals or upgrades of the products in their account, and no further exceptions will be provided.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

I checked a domain name on September 14, 2014 and noticed that was available. I bought it on September 15 and received the confirmation via email with the Order Number **SSN**. I tried to used on September 16th and noticed that something was wrong. I received an email on September 16 from GoDaddy staying that the order was canceled and that domain name that I successfully registered was deleted from my account. I called GoDaddy the same day and they only said that there was an error in the system. They didn't offer any additional explanation or compensation.which

Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: [redacted]...

On June 13, 2016 our customer reached out to our 24/7 support teams regarding trouble they were experiencing processing a domain name transfer. The domain name was a .FM extension which required an authorization code provided by our ccTLD Processing team. On June 15, 2016 our customer was provided with the correct authorization code and the domain name transfer was requested and completed by our customer. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Contrary to our customers understanding, an incorrect authorization code was not intentionally provided. Certain domain name extensions require authorization codes not available through our Domain Control Center. The domain name in question had an expiration date of August 10, 2016. The renewal of the domain name was neither required nor suggested by our support representatives. The domain was successfully transferred away and the renewal time with it. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy