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GoDaddy Have a Serious Reputation Problem

Update: Since posting this a number of people have emailed me to say I was judging the company too harshly. I think they are right. Having said that I still worry about the lack of response from GoDaddy. The CEO has a blog, where is their side of the story? They do seem to be talking to the original owner, maybe it will all be sorted out amicably.

If you want to know what it was about, check out this from Threadwatch.org

The owner of FamilyAlbum.com was surprised to find that he no longer owned the domain, which had not expired. Godaddy had received a complaint about invalid email address and sent an email to this invalid email address demanding the owner correct his invalid email address and predictably when no action was taken by the unaware domain owner (whose mailing address and phone number were correct!) godaddy grabbed the domain

This story is getting a serious amount of attention and I got some decent traffic from it, but this type of story is not what I am about. Negative blogging just doesn’t sit well with me so I am going to make a policy of positivity from now on, call me wet but I just feel better that way.

Moral of the story; don’t blog angry ๐Ÿ˜‰

Sorry for messing up the feed with multiple edits!

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Comments

  1. Is there another registrar that you recommend?

  2. Is there another registrar that you recommend?

  3. dreamhost (aff) and Tucows-based registrars such as 123-reg.co.uk

  4. dreamhost (aff) and Tucows-based registrars such as 123-reg.co.uk

  5. Interesting–I went to threadwatch, and have spent the last 45 minutes or so reading, following links, etc. (I’m a big fan of yours, albeit a Luring one!)

    I use GoDaddy myself–now, I’m no internet guru, (just a mom trying to make a few bucks!) but I can safely say that I have never had any trouble with them. I’ve transferred domains in and out, used their hosting and other services with absolutely no issues. For a little guy(gal) like me, the price is right and the Cust. Serv. has been excellent (and I have very high Customer Service expectations!)

    I have kept all my info on my domains and my account with them up to date–I’m not sure if it’s really as simple as that, but I’ve never had any issues with them. Anytime I’ve telephoned them, they’ve been very helpful, pleasant and friendly and have offered detailed and informative answers to all my questions.

    I can tell you that I’m not going to jump in and defend GoDaddy in any of the venues that I read today–mostly because I *am* a neophyte with limited domain registrar/hosting experience, but also because those who have ostensibly been screwed by GoDaddy are so fired up that my defense of their services would not make any difference to the posters…it simply wouldn’t add any value to the discussion.

  6. er…that’s “Lurking” not “Luring” LOL

  7. Interesting–I went to threadwatch, and have spent the last 45 minutes or so reading, following links, etc. (I’m a big fan of yours, albeit a Luring one!)

    I use GoDaddy myself–now, I’m no internet guru, (just a mom trying to make a few bucks!) but I can safely say that I have never had any trouble with them. I’ve transferred domains in and out, used their hosting and other services with absolutely no issues. For a little guy(gal) like me, the price is right and the Cust. Serv. has been excellent (and I have very high Customer Service expectations!)

    I have kept all my info on my domains and my account with them up to date–I’m not sure if it’s really as simple as that, but I’ve never had any issues with them. Anytime I’ve telephoned them, they’ve been very helpful, pleasant and friendly and have offered detailed and informative answers to all my questions.

    I can tell you that I’m not going to jump in and defend GoDaddy in any of the venues that I read today–mostly because I *am* a neophyte with limited domain registrar/hosting experience, but also because those who have ostensibly been screwed by GoDaddy are so fired up that my defense of their services would not make any difference to the posters…it simply wouldn’t add any value to the discussion.

  8. er…that’s “Lurking” not “Luring” LOL

  9. It’s good to see someone have a good word to say about them. I guess you only get to see the true nature of a company when something goes wrong? I wondered what you meant by being alluring one ๐Ÿ˜‰

  10. It’s good to see someone have a good word to say about them. I guess you only get to see the true nature of a company when something goes wrong? I wondered what you meant by being alluring one ๐Ÿ˜‰

  11. Chris, how would you rate NameCheap?

  12. Chris, how would you rate NameCheap?

  13. Not one I have heard of Ahmed

  14. Not one I have heard of Ahmed

  15. I’ve been with DirectNIC for years, and always recommend them to my clients. They were hit hard by Katrina, but still managed to keep everything running even in the middle of it.

    Their service is great. They’re not the cheapest though – $15 a year. But I prefer their reliability.

  16. I’ve been with DirectNIC for years, and always recommend them to my clients. They were hit hard by Katrina, but still managed to keep everything running even in the middle of it.

    Their service is great. They’re not the cheapest though – $15 a year. But I prefer their reliability.

  17. I have been having some trouble with them lately, as the WordPress installs do not seem to be able to generate an RSS feed, and for starting up a new blog this is a big problem. I also uploaded some PDF files this morning, and for some reason they cannot be accessed. Other PDF files have downloaded just fine when accessed by other users.

    I am going to move when my service expires, if not sooner.

  18. I have been having some trouble with them lately, as the WordPress installs do not seem to be able to generate an RSS feed, and for starting up a new blog this is a big problem. I also uploaded some PDF files this morning, and for some reason they cannot be accessed. Other PDF files have downloaded just fine when accessed by other users.

    I am going to move when my service expires, if not sooner.

  19. This bugs me.

    email should never be considered a primary point of contact. The email could have been marked as junk. They should have sent a certified letter.

  20. This bugs me.

    email should never be considered a primary point of contact. The email could have been marked as junk. They should have sent a certified letter.

  21. I have used and continue to use Godaddy for several years now, and haven’t had any issues with them. Even had an occasion a couple of years back to call their customer service (for a minor issue if i recall) and did not have any problems with them.
    I doubt Bob Parsons, the founder, would risk his multi-million dollar company’s reputation and future profits by letting this sort of thing to continue… I am hoping this is a one-time hiccup.
    Knock on wood ๐Ÿ˜‰

  22. I have used and continue to use Godaddy for several years now, and haven’t had any issues with them. Even had an occasion a couple of years back to call their customer service (for a minor issue if i recall) and did not have any problems with them.
    I doubt Bob Parsons, the founder, would risk his multi-million dollar company’s reputation and future profits by letting this sort of thing to continue… I am hoping this is a one-time hiccup.
    Knock on wood ๐Ÿ˜‰

  23. Chances are they will read the same stories we are and put this right … here’s hoping ๐Ÿ™‚

  24. Chances are they will read the same stories we are and put this right … here’s hoping ๐Ÿ™‚

  25. This whole story about GoDaddy is frightening and it gets the deserved attention I think.

    Just like Peg, I am a newbie in the whole hosting/domain name/website hobby, and I am registered with GoDaddy.

    I have to say that I had absolutely excellent service from them. I waited litteraly less than two minutes on the phone, and I had the option of turning off the background music (very annoing on so many customer service hotlines), and they treated me politely and seemed to know not only the answer, but even the problem I had.

    It’s just scary though, that they can take advantage of someone’s profitable business just as easily though. I would be really surprised if they don’t do anything to solve this mess. Otherwise, they might and will lose clients.

  26. This whole story about GoDaddy is frightening and it gets the deserved attention I think.

    Just like Peg, I am a newbie in the whole hosting/domain name/website hobby, and I am registered with GoDaddy.

    I have to say that I had absolutely excellent service from them. I waited litteraly less than two minutes on the phone, and I had the option of turning off the background music (very annoing on so many customer service hotlines), and they treated me politely and seemed to know not only the answer, but even the problem I had.

    It’s just scary though, that they can take advantage of someone’s profitable business just as easily though. I would be really surprised if they don’t do anything to solve this mess. Otherwise, they might and will lose clients.

  27. That’s scary news. Calling on the phone or even mailing a letter is easy, as Godaddy already mails coupons and renewals offers to many customers. A person could have changed their email or their mail server could be down, which may result in e-mails bouncing. E-mail should not be the primary factor for such a big decision like seizing a domain name from someone.

    Right now, Godaddy offers “Private registrations” which can probably avoid this issue, but paying extra to keep what you already paid for seems illogical to me.

    Have you ever heard of Moniker, Chris? I keep hearing about them as good alternative to Godaddy on dnforums [http://www.dnforum.com] though I wonder if there are happy Moniker customers who were not ex-Godaddy customers, as sometimes people will always find the other side greener after their own ship goes down.

    [I think I wrote a reply and somehow forgot to submit it or something. Came back and found my comment isn’t here for moderation. If this is a duplicate comment, please accept my apologies and ignore/delete this comment while keeping the previous one, if possible. Thank you.]

  28. That’s scary news. Calling on the phone or even mailing a letter is easy, as Godaddy already mails coupons and renewals offers to many customers. A person could have changed their email or their mail server could be down, which may result in e-mails bouncing. E-mail should not be the primary factor for such a big decision like seizing a domain name from someone.

    Right now, Godaddy offers “Private registrations” which can probably avoid this issue, but paying extra to keep what you already paid for seems illogical to me.

    Have you ever heard of Moniker, Chris? I keep hearing about them as good alternative to Godaddy on dnforums [http://www.dnforum.com] though I wonder if there are happy Moniker customers who were not ex-Godaddy customers, as sometimes people will always find the other side greener after their own ship goes down.

    [I think I wrote a reply and somehow forgot to submit it or something. Came back and found my comment isn’t here for moderation. If this is a duplicate comment, please accept my apologies and ignore/delete this comment while keeping the previous one, if possible. Thank you.]

  29. Thanks Daniel, and everyone else who mailed me. I was so incensed by the story I overlooked that there might be another side to this story. I just edited my post to reflect I think I was too harsh.

  30. Thanks Daniel, and everyone else who mailed me. I was so incensed by the story I overlooked that there might be another side to this story. I just edited my post to reflect I think I was too harsh.

  31. Hey Chris, thanks for the link.

    The problem here (as I see it) is that GoDaddy moved the domain to the new owner before the current period of registration had finished. There was no downtime or suspension for the domain, that meant the original owner had little/no notice that things had gone wrong.

    The ICANN regulation which GoDaddy are citing over this does give the Registrar/Reseller the right to do this but leaves the decision on cancellation up to their ‘good judgment’. ICANN does not mandate you to cancel the registration.

    So it seems this is more a case of different business practices rather than an ultimatum from ICANN. Tucows for example choose to leave the domain suspended until the end of the registration period and then a further 80 days until it moves to a new auction owner (40 days is the usual expiry time).

    I would be concerned about your domains if they are with GoDaddy. As a domain reseller myself, I would find it hard to justify a personal phone call to each client with the current margins. People are being a little unrealistic if they are asking for that.

    Leaving the domain to run, suspended, for the registration and redemption period is a fair amount of notice for the client that something had gone wrong. The domain would be down for a minimum of 40 days, most likely much longer. It’s a pity GoDaddy aren’t adopting this practice, maybe this PR disaster will make them reconsider their policy.

  32. Hey Chris, thanks for the link.

    The problem here (as I see it) is that GoDaddy moved the domain to the new owner before the current period of registration had finished. There was no downtime or suspension for the domain, that meant the original owner had little/no notice that things had gone wrong.

    The ICANN regulation which GoDaddy are citing over this does give the Registrar/Reseller the right to do this but leaves the decision on cancellation up to their ‘good judgment’. ICANN does not mandate you to cancel the registration.

    So it seems this is more a case of different business practices rather than an ultimatum from ICANN. Tucows for example choose to leave the domain suspended until the end of the registration period and then a further 80 days until it moves to a new auction owner (40 days is the usual expiry time).

    I would be concerned about your domains if they are with GoDaddy. As a domain reseller myself, I would find it hard to justify a personal phone call to each client with the current margins. People are being a little unrealistic if they are asking for that.

    Leaving the domain to run, suspended, for the registration and redemption period is a fair amount of notice for the client that something had gone wrong. The domain would be down for a minimum of 40 days, most likely much longer. It’s a pity GoDaddy aren’t adopting this practice, maybe this PR disaster will make them reconsider their policy.

  33. On face value, it seems pretty ridiculous that they would only send an email (especially when email was supposedly the issue in the first place). One way to get GoDaddy’s attention is to post on CEO Bob Parson’s blog. I’m not suggesting that people should handle customer service matters in this way, but a flawed policy doesn’t mean they don’t care or can’t handle feedback.

  34. On face value, it seems pretty ridiculous that they would only send an email (especially when email was supposedly the issue in the first place). One way to get GoDaddy’s attention is to post on CEO Bob Parson’s blog. I’m not suggesting that people should handle customer service matters in this way, but a flawed policy doesn’t mean they don’t care or can’t handle feedback.