Customer Service Failure

I have to say that I am very surprised with godaddy.com! having been a customer for years, I have always experienced great customer service. Well that has changed.

Today our websites went down. The message gave the impression that it was a problem with our account but after logging in to the account, there was no problem evident. My assumption was that the bank denied the charge as they sometimes do with hosting companies lately, but it all appeared fine. In fact, our most recent bill went through this morning at 10:30am!

We were told by customer service to wait two hours to "see if it goes back up." Now, I don't know about you, but I think it is absolutely incredible to ask a business to wait two hours to "see" if their site goes back up. Needless to say after four hours and five tech support guys, one of them finally knew enough to flip some switch and bring it back online. The CYA factor was running high too as he stuttered and struggled to come up with an answer that made it our fault, or at least made it not a result of incompetence.

What's worse is that I've seen this more and more lately with a lot of companies sending customer service overseas to India and Pakistan. it's absolutely painful to call Dell or Verizon anymore. Even a call to Kinkos this morning had me on voice-mail for over 20 minutes! Incredible!

I know as much as anyone that mistakes happen, and that's OK. But, when your customer service people take the easy out and guess, then lie about it, you have failed as a company.

Godaddy, Shame on you!

Raymond Barton