GoDaddy "Pro" Program... starting to smell like fraud

WebInceptions · Nov 1, 2018

I've been using the Godaddy "Pro" program for a while. It was good at first, giving me a support person who fixed issues very quickly and I would get an automatic rebate on everything except renewals.

That was until last summer, when my rep suddenly stopped answering emails. Eventually I called and was told he "left the company", but Godaddy didn't think it was important to replace him -- just let support requests go unanswered permanently.

I told them SOMEONE needs to be handing support requests to handle Godaddy's many bugs and errors, and finally they assigned one. At BEST, he'll acknowledge an email after 4 days, but sometimes he'll go silent for weeks until I follow up with "hello - anyone there"?

3 months ago the the redemption process for store credit stopped working. After ignoring my request for days, I got an apathetic "Looking into it", then silence, and eventually an odd claim that I need to use Godaddy "incognito" because they don't support Google Chrome (WTF?!!). Then I noticed that credits has stopped posting to my account ENTIRELY. After more lame responses, he suggests *I* open a support ticket.... wait, aren't YOU my support agent? That makes no sense.

So I open a support ticket (after 2 months of my "support agent" "working" on the problem), and get a quick response saying they'll "have to ask another support agent" (again - WTF??!!) is this some sort of game?

But then it gets worse -- I get a response saying that Godaddy credits are not awarded for anything domain related. (Godaddy is ONLY A DOMAIN COMPANY! DUH!) and point out that the Godaddy documentation clearly states I am to get a 10% rebates on every purchase except renewals. Next reply is "we are working on re-writing the documentation".

My last message to them is that it's illegal to retroactively change a contract without approval of both sides, and I'm not doing that. The Godaddy contract says 10% rebates, and I expect to receive a 10% rebate on purchases made on THAT agreement. No future changes to your documentation change that.

Godaddy doesn't seem to take their business seriously. It might be time to change to a different registrar.

creataweb · Nov 2, 2018

@Joe Styler | GoDaddy

Joe Styler · Nov 2, 2018

It seems like you are already in contact with the hosting team after I reached out. They are fixing the reporting for you. But you cannot stack discounts. If you are using discount domain club you are getting the lowest pricing etc. You cannot add extra discounts on that, that hasn't changed. I only really deal with domains so you will need to continue to follow up with the hosting team on this as it is a hosting program but in general in our company we give the customer the lowest price they qualify for when there are multiple discounts available to them. All of our terms also have clauses saying things like the discount domain club's - "Regular and Discount Domain Club Prices are subject to change without notice." and the pro clearly states "The Rewards Program structure is subject to modification, cancellation, or limitation at GoDaddy's discretion, with or without notice. Points redemption restrictions may be imposed at any time."
Basically we can change anything at any time without notice. That's the way I read the rules though I am not a lawyer.
Overall we offer a really competitive pricing structure and you get a pretty hefty discount as well as in store credit rewards on the pro program for many products. If you are trying to stack rewards and discounts to the point it is making us go below cost we are not going to allow that. You can try working with another company if they will go below cost for you. Overall, I think we have a really solid offering with generous discounting and other important things like security, trust, robust aftermarket etc.
The hosting team is looking into your concerns and will respond back to you. Thanks for reaching out.

WebInceptions · Nov 2, 2018

Joe Styler said:
It seems like you are already in contact with the hosting team after I reached out. They are fixing the reporting for you. But you cannot stack discounts. If you are using discount domain club you are getting the lowest pricing etc. You cannot add extra discounts on that, that hasn't changed. I only really deal with domains so you will need to continue to follow up with the hosting team on this as it is a hosting program but in general in our company we give the customer the lowest price they qualify for when there are multiple discounts available to them. All of our terms also have clauses saying things like the discount domain club's - "Regular and Discount Domain Club Prices are subject to change without notice." and the pro clearly states "The Rewards Program structure is subject to modification, cancellation, or limitation at GoDaddy's discretion, with or without notice. Points redemption restrictions may be imposed at any time."
Basically we can change anything at any time without notice. That's the way I read the rules though I am not a lawyer.
Overall we offer a really competitive pricing structure and you get a pretty hefty discount as well as in store credit rewards on the pro program for many products. If you are trying to stack rewards and discounts to the point it is making us go below cost we are not going to allow that. You can try working with another company if they will go below cost for you. Overall, I think we have a really solid offering with generous discounting and other important things like security, trust, robust aftermarket etc.
The hosting team is looking into your concerns and will respond back to you. Thanks for reaching out.

No, I don't do any hosting with Godaddy, and I have not been in contact with any hosting team. This is about the Godaddy Pro Plus program for domain owners, which specifically states "GET PAID FOR EVERY PURCHASE". All attach a screenshot from Godaddy.

"If you are trying to stack rewards and discounts to the point it is making us go below cost we are not going to allow that." REALLY? Tell me more about how the $0.99 .com domain names you advertise on TV and on my Godaddy login screen are not below cost. Every company occasionally
sells below cost to gain business volume and make profit on the repeat business/renewals. My customers often keep their domains at Godaddy after the sale. This used to be Godaddy's business strategy - has that changed?

"The hosting team is looking into your concerns and will respond back to you." They've been "looking into it" since Oct 2. It's common and accepted practice in business today to "go public" when a company ignores customers for over a month, whether it's notification of a security issue or a major system bug.

Joe Styler · Nov 2, 2018

Yes that program is run by the hosting team. Almost everything on that page talks about managing clients with hosting. It was designed for people who have multiple websites they run for clients like a web developer.

WebInceptions · Nov 7, 2018

UPDATE:
In the last week, there has been ZERO progress and ZERO changes on the Godaddy website on this issue.

The last I heard from Godaddy support was last Wednesday (1 week ago), when it was suggested that my inquiries on the status of this bug is somehow the cause of the delay:

"At this point, please allow us some time to investigate why points are not being reported. Each time you reply it causes delays in the investigation and response times."

Keep in mind that they have been "looking into" this since October 2, 2018, and I've been asking for a status update about every 2 weeks.

Godadday was doing very well with service and bug fixes until a few months ago, but this is really getting shameful. We're now into week #6!

WebInceptions · Nov 9, 2018

UPDATE:

Now in Day 46 of this issue, and Godaddy still has done NOTHING.

Still no purchases showing up in the log, still no credits issues, still not able to redeem credits. It appears that the Godaddy platform was hacked or suffered from a defect on Sept 15 2018.

Where is the Godaddy support staff? Where is the promised "advanced support"? Where is the "24/7 support they advertise?

@Joe Styler, are there ANY software engineers left at Godaddy? I know some left earlier this year. Without support, how do we know that our domains are safe at Godaddy?

I spend thousands of dollars at Godaddy each month, and this has taught me that it need to seriously consider moving to a different registrar.

Joe Styler · Nov 12, 2018

I am not sure what else you are waiting for as a response. They informed you the way you are buying domains does not qualify for a discount under the program.
If you spend thousands of dollars a month you should have a premier services agent assigned to you who can personally help with your questions.

WebInceptions · Nov 19, 2018

Joe Styler said:
I am not sure what else you are waiting for as a response. They informed you the way you are buying domains does not qualify for a discount under the program.
If you spend thousands of dollars a month you should have a premier services agent assigned to you who can personally help with your questions.

UPDATE:
Godaddy FIXED the problem last week, and now all of my purchases are showing up in the rewards log, credits have been issued, and I've been able to redeem them! It took 7 weeks, but glad to see it FIXED. It was a technical issue, as I said all along.

To answer Joe's question, the only "premier services agent" left Godaddy last spring. Customers were not notified of his departure and his email account was left open AND his name stayed on the screen as out support person, so requests for support were completely ignored for about 2 months. I finally learned of this when I called to ask if he had passed away or if something bizarre was going on. Still another month went by before Godaddy brought in a new person, but as far as I can tell he only works 1 or 2 days a week, and doesn't seem to know much about Godaddy and when pressed after weeks of no response asks me to "fill out a support ticket". That's what Godaddy is calling "advanced support".

GoDaddy "Pro" Program... starting to smell like fraud

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