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Since I started investing in domain names, GoDaddy has been my main, and for a long time my only, registrar. I even have defended GoDaddy a few times here on NamePros, but I am increasingly discouraged by some of the customer service I have received lately. In addition to the two examples listed below, there are instances during which the GoDaddy agentS have shown lack of training or knowledge about the what their role is.
#1
A few days ago I received a call from a domain buyer. Since she had no clue about Whois or anything related to domains, she decided to have a three-way call and told me she had GoDaddy on the line to verify I was the owner of the domain she was about to buy. The GoDaddy agent spoke and asked me to provide my customer number, which I did. Then he asked me to provide my PIN. This is while the end-user was listening. I told him I could not provide my PIN, since the other party was listening. He said that was the way I could verify my account. I insisted that I could not do that, since the PIN is obviously used for security purposes. I could not believe his lack of tact.
If someone else knows both my customer number and PIN, they are fully capable of calling GoDaddy stating they lost the password and get access to my account. Not to say this was the case of the end-user on the phone, but the point is you should not be encouraged or required by GoDaddy to disclose your PIN to a third party. If this is the case, the PIN is useless. In the end, the agent offered me the possibility of providing the last eight digits of a credit card on file, which I did. Providing the PIN should not be on the table.
#2
I called GoDaddy because I pushed a few domains to a buyer and I have not received the email to approve the push (which, by the way, was an extremely simple task before and is now a pain). In a very arrogant and condescending tone, full of uuh, he asked a few questions and then put me on hold. While I was on hold, I received the two push approval emails, I assumed the agent or someone else clicked something to trigger the emails. He then came back to the phone and I told him that, while waiting, I received the email. Then he commented: "So you started the push and then called me right away?"
Usually, when I push a domain at GoDaddy, I receive the contact approval message within a few seconds or a minute. This time, about 15 or 20 minutes passed and I had received nothing, while the buyer was waiting for me to confirm the push, so I had to call GoDaddy. When a client is waiting for a domain push, especially if they have already paid, every minute counts.
I am definitely not pleased with GoDaddy customer service. This is why I stopped using Moniker, due to the horrible customer service they offered and because it once took me three days to push a domain to a buyer who had already paid me.
#1
A few days ago I received a call from a domain buyer. Since she had no clue about Whois or anything related to domains, she decided to have a three-way call and told me she had GoDaddy on the line to verify I was the owner of the domain she was about to buy. The GoDaddy agent spoke and asked me to provide my customer number, which I did. Then he asked me to provide my PIN. This is while the end-user was listening. I told him I could not provide my PIN, since the other party was listening. He said that was the way I could verify my account. I insisted that I could not do that, since the PIN is obviously used for security purposes. I could not believe his lack of tact.
If someone else knows both my customer number and PIN, they are fully capable of calling GoDaddy stating they lost the password and get access to my account. Not to say this was the case of the end-user on the phone, but the point is you should not be encouraged or required by GoDaddy to disclose your PIN to a third party. If this is the case, the PIN is useless. In the end, the agent offered me the possibility of providing the last eight digits of a credit card on file, which I did. Providing the PIN should not be on the table.
#2
I called GoDaddy because I pushed a few domains to a buyer and I have not received the email to approve the push (which, by the way, was an extremely simple task before and is now a pain). In a very arrogant and condescending tone, full of uuh, he asked a few questions and then put me on hold. While I was on hold, I received the two push approval emails, I assumed the agent or someone else clicked something to trigger the emails. He then came back to the phone and I told him that, while waiting, I received the email. Then he commented: "So you started the push and then called me right away?"
Usually, when I push a domain at GoDaddy, I receive the contact approval message within a few seconds or a minute. This time, about 15 or 20 minutes passed and I had received nothing, while the buyer was waiting for me to confirm the push, so I had to call GoDaddy. When a client is waiting for a domain push, especially if they have already paid, every minute counts.
I am definitely not pleased with GoDaddy customer service. This is why I stopped using Moniker, due to the horrible customer service they offered and because it once took me three days to push a domain to a buyer who had already paid me.
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