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I need some help with serious GoDaddy/Afternic issue!

Located in Domain Marketplace Reviews, started by indiegrind, May 29, 2020

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  1. Kostas

    Kostas Established Member

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    Τhe way your rep responded and her tone is simply unacceptable. They can easily reverse a sale if they want to and I'm sure they will once someone higher up sees this.
     
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  2. Ategy

    Ategy NameCult.com VIP Gold Account

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    What do you want them to say? The GoDaddy platform is a colossal disaster with multiple security issues (as I said above, this is far from being even the most serious one .. the bulk of their platform hasn't been secure for YEARS .. at the moment their actual website/platform is NOT secure).

    Even this problem has been obvious for years. When did GD buy Afternic? Some mentioned in a private discussion that they made the suggestion of having a code available from the registrar more than a DECADE ago! (also what I mentioned above)

    It's a classic GoDaddy case where the moment an issue overlaps more than a single department, nothing gets done because responsibility is shuffled from one person to another until everyone just gives up and forgets about it.

    At this point the only decision we have to make is either stay or go .. but they are by far the biggest and we need GoDaddy .. so we have no choice but to put up with it. It's very frustrating ... particularly for those of us who have reported multiple bugs over and over again .. only to get the token "thank you for reporting it .. I've passed it on the proper department" .. and then ... Nothing .. crickets .. in fact .. maybe GD should finally change their on hold music to cricket noises! :-/

    Again .. I'm not saying this because I think GD is deliberately evil. In fact I have to insist that usually each person I've dealt with there has done as much as they could within the scope of their abilities to help me .. often very successfully in creative ways. My personal rep is a saint for having to deal with me .. if I started a company I'd hire him in a second .. which says a lot considering how detailed I am. It's simply bigger than any one person or department there .. and their corporate culture seems to not recognise any issues that spans multiple departments. It's like it doesn't exist.

    sigh .. ok .. rant over .. lol


    You're assuming the buyer made their sale at GoDaddy. It's possible the sale was made on a partner registrar ... and obviously that registrar would be fighting for the buyer who is their client and who they made a commission on. That being said .. in theory the domain would hopefully be locked there for 60 days. But that doesn't mean the other registrar would just hand it over.
     
    Last edited: Jun 1, 2020
  3. Kostas

    Kostas Established Member

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    I agree, godaddy is definitely not "evil", they try to do the best they can in most cases but the end result is extremely inefficient.
    The domain is at godaddy with no pending transfer currently. Godaddy could easily settle the commission in case another registrar is involved but I'm sure they have a system in place where they can reverse a sale under certain circumstances.
     
  4. Ategy

    Ategy NameCult.com VIP Gold Account

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    The bigger problem is that reversing this one sale totally ignores the larger issue.

    Particularly for those of us with larger portfolios .. the really scary part is that the way it is now, there's a good chance something like this happens without our even noticing it! We see an "action required" email that says:

    "The following domain names have been requested for sale through the Afternic Premium Network:"

    So we assume it's our own name AND that it's our afternic account .. when it fact it's only the first part and there's nothing in the email that indicates even the chance it could be otherwise.


    I'm talking about the larger scope of this problem in general .. not this individual case. The whole point is that the way things are now, there is a likelihood something like this could happen without the owner even noticing if they get the typical 30+ registrar related emails per day. The answer to sloppy infrastructure isn't to fix each issue as they come up, it's to fix the actual problem.


    Yeah .. I've actually said it multiple times. What's required of them at this point is a monster task. But they seem to keep ignoring the problem. Every couple of years redo the pavement .. which usually does address some issues. But other things simply require hard work .. like going through their automated emails. That's not code .. that's tiring manual work that involves the bridging of multiple departments.

    The issue is not unique to GoDaddy. It happens in just about every big institution that grows and grows .. then all of a sudden realise their FAQ and help files refer to things that were changed 4 years ago .. or that they do a huge upgrade to one part of their website/platform, but then realise it's not compatible with another part (how many YEARS have there been login issues at GoDaddy auctions?).

    The biggest problem however .. regardless if they admit and apologise to us about it .. is that they don't even seem to recognise the issue themselves .. it's always someone else's department .. there's nobody who understands the entirety of the mess and nobody responsible for it. To each person and department, they have done what they need to do ... it's just that with lack of communication and coordination the end result is inefficient and the exact opposite of synergy.
     
  5. indiegrind

    indiegrind Established Member

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    Hello all. I just got an automated godaddy email that the domain has been transfered to my account. I did not hear from anyone else directly yet, but it is back in my GoDaddy account.

    I still want some answers. And particularly if GoDaddy is going to keep the majority of my business, I will need a new account rep assigned.
     
  6. Ategy

    Ategy NameCult.com VIP Gold Account

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    lol .. I'm sure we'll see a post from @Joe Styler or @Paul Nicks shortly and that one of them got involved. As mentioned, their service is good on that case by case level where you have an issue.

    But again .. that does not get to the actual root of this specific problem .. nor to the overarching flawed corporate-culture at GoDaddy which is the ultimate challenge that needs to be addressed.
     
    Last edited: Jun 1, 2020
  7. indiegrind

    indiegrind Established Member

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    Here's our response to your request.


    Discussion Notes
    Support Staff Response

    Dear Roderick,

    At this time we wanted to provide you with an update that we have canceled any transaction regarding depositcrypto.com and have fully restored the domain to your account. Please take this time to ensure all of your domains and listings are properly opted in with your Premier Service Representative and let us know if you have any questions. Thank you for your patience and we apologize for any inconvenience.

    Regards,
    Jason
    Aftermarket Support.
     
  8. indiegrind

    indiegrind Established Member

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    Mr Styler reached out to me with a very sincere personal apology for my experience, both the incident and my customer service experience and response of my account rep.

    He has assured me that they will be working making sure that this does not happen again to me or any other customers.
     
  9. bmugford

    bmugford www.DataCube.com PRO VIP ICA Member ★★★★★★★★★★

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    I am glad Joe was able to help.

    My question is what actually happened here? Why was the domain fast transferred when you did not list it?

    Brad
     
    Last edited: Jun 2, 2020
  10. Abdullah Abdullah

    Abdullah Abdullah Top Contributor VIP

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    I think GD should not keep the members here in the dark about what happened which I believe is the following.

    If I have a name listed in my account and already fast trasfer opted in and I sell to a domainer or drop it, it still remains. This is what I believe happened here. The domain was previously approved for fast transfer by previous owner and the system as usual could not know that domain changed hands. That is the only explanation here and that is why they cancelled the sale.
     
  11. krishmk

    krishmk VIP Member VIP ★★★★★★★★★★

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    Happy to hear that you got your domain back.

    This is a larger problem that applies to every domainer who use GoDaddy/Afternic platform.

    Do they have any system in place to deactivate fast transfer as soon as a domain ownership changes?
    In some Registrars like Dynadot we can disable fast transfer within the domain management page - similar option needs to be introduced in GoDaddy.
     
  12. Abdullah Abdullah

    Abdullah Abdullah Top Contributor VIP

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    I believe Namecheap does the same too and even when 10 or less days left to expiration, they disable the fast transfer.
     
  13. DNGear

    DNGear Domainnaut VIP

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  14. Sutruk

    Sutruk Established Member

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    This is a basic feature that should be obvious and mandatory for every registrar.
    It should be mandatory at least to show what domains on your registrar account are opted for fast transfer, if any. And also the option to opt out.
     
  15. Joe Styler

    Joe Styler Aftermarket Product Manager GoDaddy Staff Afternic Staff PRO VIP

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    I have already personally apologized to @indiegrind. This whole experience did not live up to the high bar we hold for customer service and support. While the approval process we have in place technically worked, it leaves a lot to be desired. Due to the confusion caused by our process, we were able to unwind the sale and get the domain back to him. At no point was there a security breach in our system, all sales that happen via Afternic’s fast transfer network can only occur once the domain owner approves the listing email from their registrar of record.
    We looked at the process top to bottom. We conducted a thorough investigation into how the process works and are working on a solution to prevent this from happening again. There are times when systems or processes break and when that happens we will always seek to do the right thing by our customers.
     
  16. Abdullah Abdullah

    Abdullah Abdullah Top Contributor VIP

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    Thanks for replying Joe. It is an issue that needs to be fixed urgently actually otherwise you would keep seeing such posts and issues.
     
  17. indiegrind

    indiegrind Established Member

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    Joe, the drama continues. I still did not add this domain to my account, but it apparently was moved over with the same BIN and sold again.

    Dear _,

    Congratulations, pending financial verification depositcrypto.com has sold through the Afternic network.

    This is a courtesy notification. As the domain owner, you will receive a detailed email outlining the steps needed to transfer this domain to the buyer.

    If you no longer own this domain and did not update your Afternic portfolio, please call us immediately as we will be forced to void the sale.

    As always, personalized assistance is only a call away: +1.781.839.7990

    Best Regards,
    Afternic Transaction Assurance
     
  18. indiegrind

    indiegrind Established Member

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    Ugh, I still didn't list it, but it was obviously moved to my account now.
     
  19. Abdullah Abdullah

    Abdullah Abdullah Top Contributor VIP

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    Is it again moved from your GD account?
     
  20. indiegrind

    indiegrind Established Member

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    Not as of now, but I am extremely tied up at work and can't keep disrupting my day with this to call afternic.
     
  21. bmugford

    bmugford www.DataCube.com PRO VIP ICA Member ★★★★★★★★★★

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    Umm...
     
  22. Sutruk

    Sutruk Established Member

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    Thanks Joe. Please let me tell you some ideas that could improve the Afternic experience:

    1. At afternic, make two options for:

    Option A. Place a BIN without Fast Transfer. In this case, domain owner will NOT receive the Fast Transfer opt in email request.

    Option B. Place a BIN FOR Fast Transfer. In this case, yes, domain owner will receive the Fast Transfer opt in email request.

    2. At Godaddy, make a Tab where says: "Domains opted-in for Fast Transfer"
    And there the domain owner will see the list of his domains opted-in for Fast tranfer, if any.
    And if any, also make an option to opt-out.

    You must make the most clearly possible, for domain owners at Godaddy, to know what domains are opted-in for Fast Tranfer or not.

    3. To prevent what seems has happened here (someone applying for Fast Transfer. Afternc sending the email approval to the currently owner (not the one applying for Fast Tranfer). And the owner, wrongly clicking on the email.
    Well, to prevent this situation, send the Afternic Username on that email, in big bold letters, so the currently domain owner at least knows if he is who requested the Fast Transfer, or it is someone else.

    These are just a few points that I think can improve the Godaddy and Afternic experience, so it's a creative feedback, not a negative one!

    Thanks!
     
    Last edited: Jun 2, 2020
  23. indiegrind

    indiegrind Established Member

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    This would be comical if it wasn't so damn frustrating. Another email.

    Hello Roderick,



    Congrats again on your sale! I'll be handling this transaction moving forward. Please login to your Afternic.com account and under the 'My Domain Sales' header, click directly on this domain to see the information needed to push this GoDaddy.com account registered domain to us. We can then start the ownership transfer and once that transfer has completed, we will proactively deliver your payment.


    The transfer process is time sensitive so please provide this info as soon as possible. Let me know if you have any questions or issues with the information and/or push.




    Thank you,

    Steven B

    Afternic Transaction Assurance
     
  24. indiegrind

    indiegrind Established Member

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    My reply

    Steven, I did not list this domain, or set that price. I have been dealing with this domain since last Wednesday when it was moved and fast transfered out of my GoDaddy account and it was not even listed in my afternic account.

    I finally got the domain put back in my GoDaddy account yesterday afternoon, but apparently afternic also moved the listing to my afternic account with the same buy now price without my knowledge. And someone obviously hit buy now again.


    I am copying Mr Styler as he knows he history and I have had significant communications and problems with this situation for the last week.
     
  25. Abdullah Abdullah

    Abdullah Abdullah Top Contributor VIP

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    On the bright side, they did not move it by themselves. Either way, this is not looking good.
     

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