My really bad experience with a GoDaddy/TDNAM customer support!!!

[owntype]

I'm a patient guy, really, I am! But I really got mad this time!!!

I received an email from TDNAM/GODADDY yesterday.

Dear XXX

This message is to notify you that the winning bidder of Item Number XXXXXXXX, XXXXXXXXX.com, did not complete this transaction within 48 hours. You had the second highest bid of 206.00.

If you are still interested in registering this domain name, contact us at (480) 505-8892. Please be sure to have the domain name and item number available when you call.

I'm still interested in buying the domain, so I gave them a call. A Godaddy/TDNAM staff answered it.

Firstly, I told him why I made this call (I repeated the email content and the domain name) and I asked should I let him know the Item Number so he can find the domain name more quick? He told me no need and ask me to hold for a while so he can check my case from another department (I really have no idea why he needs to do so though).

After about 5 minutes on hold, the guy came back and told me that I need to pay Godaddy $10 fee before they can look into my case. The reason for the fee is because I didn't pay for a domain name that I won on 12/22/2007, so my TDNAM account has been disabled. WTF??? I use TDNAM buy and sell every day, my account works fine. I always pay my won domains immediately. The fact is, I have paid $1,001 via Paypal right after I won that domain name in 2007 and it has been in my GD account for 14 months now. So I told him I have paid for that domain name and suggest him to recheck this issue with "the other department". This guy left me on hold for another 5 minutes then came back said that after reviewing the domain they confirmed I have paid for it and my TDNAM account is set to active now. Then he ask me "how can I help you today? " ... ...

So I had to tell him about the email I have received regarding the opportunity they offered me to buy a domain name that the winning bidder didn't pay. I asked him again should I let him know the Item Number for reference since the email suggests me to do so. He said no need and told me just click the 'won' section and the domain name is there. OK, I opened the TDNAM 'won' section, the domain is not there. I told him I can't see the domain. He said OK you can reload the page and it should be there now. I did so again, it's still not there. I had to tell him again that the domain IS NOT THERE then I told him the reference number and domain name directly. The guy put me on another hold for a few minutes then told me, the domain name is not in my won section ... ... OF CAUSE I KNOW THAT!!!

I tell him the 3rd time that I'm not the winner bidder (am I a patient guy???), and repeated the email content that I'm the 2nd high bidder so TDNAM offered me to buy it since the winning bidder didn't pay. This time the guy told me that he really has no idea how to manage such case because it hasn't happened to him before. He told me only the winning bidder can have the domain name, I didn't win it so I can't buy it. OUCH!!! OK, because I'm a patient guy so I ask him to find someone else that can handle it, he told me he will forward my call to his supervisor and put me on hold again, after a long waiting, the call got disconnected ... no call back ...

It took me almost 50 minutes, cost me $15 (I called from U.K with int callcard) and got disconnected!!! WTF!!!

 

[Epic]

The phone people generally don't have much of a clue of what they're talking about. I've had much more luck with the email support.

 

[owntype]

Thanks for the suggestion, Epic.

Actually I normally send email to get issues solved. But this time as requested in their email, Godaddy suggest me to call them then I did so.

 

[DotWeekly]

These things can happen. Is it right? No, but it does happen. Godaddy will take care of you.

I passed along a link to this thread (via email) for a Godaddy rep that I work with to bring it to his attention. :tu:

 

[owntype]

Thanks, Yofie, I also sent an email regarding this issue (with the actual domain name) to Godaddy support.

 

[DavidH]

Owntype, slightly off topic, have you thought about getting your phone with TalkTalk - I switched last year and I now get free calls to US landlines and mobiles.

I recently got a similar email from Godaddy and when I rung them they also at first had no idea how to handle the matter. It was only when I emailed the message to them that they were able to sort it out. Unfortunately this was the second time I had to call them after being cut off the first time and with a 10 minute wait on each call to get through to an operator.

Thank goodness the calls are free for me!

 

[owntype]

DavidH, thank you. (Hello from Manchester)

I called from my O2 mobile, the callcard is very cheap to call Asia countries but unfortunately it's a bit expensive to U.S and CA. I still used it since I hadn't expected such a long call time and also I do want to buy that domain name asap and the winning bidder may change his mind at any time.

I will check Talktalk's package later tonight!

 

[labrocca]

imho if an internet based company needs phone support they have failed. Think about that. The internet is about information and communication. Now an internet based company making all their income off internet services and goods shouldn't have any interface problems forcing users to dial their phone.

Never been a GD fan myself so my opinion is probably slanted.

 

[owntype]

Sure, labrocca, I wish all these companies have a customer support as good as Bari @ Moniker who replies emails super fast and does help!

Anyway, I have just got the reply from godaddy, the winning bidder has paid for that domain. That's why I tried to ask the customer support to check if the winning bidder has paid for it to save our time. And obviously, my 50 minutes is wasted in this case. :td:

Thank you for contacting Domain Auction support.

We apologize for the inconvenience regarding this matter. We will investigate this matter with the representative you spoke with on the call and make sure that they receive the proper training on how to handle these situations in the future.

In regards to the information provided to you, the administrate fee was from a previous note on your account and should not have been at issue in regards to this matter.

Your issue should have been transferred to our support team that deals directly with GoDaddy Auction issues as we have to verify that the second highest bidder would like the domain name and then manually move it to their Won section.

Regardless of the incorrect information and inconvenience you suffered during your call we could have not offered the domain name to you as the original winning bidder had already made payment on the domain name.

We suggest that you reply directly to the second highest bidder email that you receive for the quickest resolution to these matters. These emails go directly to the GoDaddy Auction department and we check them regularly.

Again, we apologize for the inconvenience regarding this matter. Please let us know if you have any further questions or concerns regarding this matter.

Please let us know if we can assist you in any other way.

 

[notlikeyou]

Send them a bill for 50 minutes of your time + $15, then make them go through 125 pages of sales pitches to get to the payment.

Sounds like you might have just got someone that was new.

 

[DotWeekly]

Sure, labrocca, I wish all these companies have a customer support as good as Bari @ Moniker who replies emails super fast and does help!

Anyway, I have just got the reply from godaddy, the winning bidder has paid for that domain. That's why I tried to ask the customer support to check if the winning bidder has paid for it to save our time. And obviously, my 50 minutes is wasted in this case. :td:

Glad you got a quick answer this time and the correct one. Sorry it didn't work out in your favor this time.

 

[owntype]

Send them a bill for 50 minutes of your time + $15, then make them go through 125 pages of sales pitches to get to the payment.

Made my day! Thank you! :yell:

 

[GD-Sales_1]

Dear OwnType,

We apologize for the inconvenience regarding this matter. We are currently investigating this matter and will reply to your concerns via your support ticket.

Sincerely,

Go Daddy

 

[Auraka]

owntype,

skype is your friend?

 

[owntype]

Dear OwnType,

We apologize for the inconvenience regarding this matter. We are currently investigating this matter and will reply to your concerns via your support ticket.

Sincerely,

Go Daddy

Hi, thanks for the quick response. I have received the reply via my GD support ticket though. Ref: #9

Hopefully GD can mention it in the first email that member can accept the 2nd chance offer simply by replying the email rather than Calling GD to release the domain. Thanks anyway.

owntype,

skype is your friend?

I hardly use skype because my ADSL speed is really poor. That's another bad story with O2/BT.

 

[onlinelife]

Hi, thanks for the quick response. I have received the reply via my GD support ticket though. Ref: #9

Hopefully GD can mention it in the first email that member can accept the 2nd chance offer simply by replying the email rather than Calling GD to release the domain. Thanks anyway.



I hardly use skype because my ADSL speed is really poor. That's another bad story with O2/BT.

Yup, skype is best for such "long waiting" phone calls.

 

[cache]

if you are using a calling card, then you need to try to call at the US day time. If you call at US night and got someone with that ind* accent, then hang up immediately and dial at another time. I do the same when I call my ATT DSL problem, if I hear that kind of accent at the other end, hang up right away.

 

[banners]

sorry to hear that you have had problems with GoDad, I have yet to have any real issues.

i recommend you using a VOIP program. I have used things like voipbuster & it costs like ~1 cent per minute to call internationally. It is significantly cheaper, but you have to prepay like $10 or so at a time.