Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
[redacted]On March 4, 2016, our customer purchased multiple products via online transaction.On March 8, 2016, our customer cancelled their products and talked with GoDaddy customer care to request a refund for the services. Most refunds were processed however, it does appear one refund transaction was not processed.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As our customer cancelled the products within the refund policy time-frames, we have refunded the remaining applicable refund of $80.83 to the associated payment method. Please allow three to five days for the refund to process. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mandy[redacted]Office of the CEO - GoDaddy
I understand their terms and agreement and didn't get prior notification. Might have gone to the junk folder. Even though it's auto renwal set up, if the credit card is expired. As per CFB, business needs to verify with the consumer and update their expired credit card before charging that card. They charged on the expired card which is not usually good business practice and I will accept the charge which is charged using the expired account.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I filed with FTC and The Internet Crime Complaint Center today. At least GoDaddy admitted I renewed for one year. Reply to original complaint they said I renewed for two years and charged back to cheat them. There were a total of three charges of 32.32. One was charged back as a duplicate due to their system freezing. There was a second chargeback for $16.99 hosting. It was corrected and I don't know why the bank charged it back. I assume error. The bank corrected and noted my records. "On February 3, 2017, our customer manually renewed [redacted] and [redacted] via online transaction for a one-year term."I think GoDaddy has contacts at banks and when there is a lucurative offer on the table for domain names they get the bank contact to do chargebacks so they can take the name. They give no notice to the customer because they have to hold the name 84 days before selling it but many people don't know the name is gone if holding it for future use. I held takeitgames about two years. I would not have known if a rep had not told me while I was discussing instructionalwriters. I think their bank contact made a mistake and charged back 16.99 dollars instead of 32.34 because I paid for .net and .com. This is when God gives you a break. Most people who complained on the forums did't know why there was a chargeback when they lost their names. I sent the account numbers GoDaddy provided me for chageback to my bank and the response is below. The bank said claim amounts were 32.34 and 16.99 for total 49.33. There have been no other chargebacks on my account.Date posted:02/06/2017 Amount:$49.33 Here are the details you requested about the transaction(s): Thank you for your response. Upon review, the only two transactions that we took financial action against are one for $32.34 and one for $16.99. The other $32.34 charge is for reference only.
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following. The complainant acknowledged and agreed to the following agreements upon...
conducting business with GoDaddy: • GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Workspace Service Agreement• GoDaddy Hosting AgreementThe latest version of these agreements may be found at: [redacted].On January 12, 2015 the complainant renewed their Unlimited Email plan and Domain Name for a two year term during a call to GoDaddy’s Customer Care Center. The complainant subsequently cancelled the Unlimited Email plan on March 21, 2015 and at that time requested a refund for the most recent renewal of their Unlimited Email plan.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception we have provided the complaint with a refund to their original payment method of the most recent renewal of their Unlimited Email plan. This refund is for $202.42 and may require 5 to 7 days to reflect at their financial institution.EDUCATION: The complainant might find this article on GoDaddy’s Refund Policy useful.[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant..Best regards,[redacted]Office of the CEO[redacted]
[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon...
conducting business with GoDaddy:· GoDaddy Universal Terms of Service Agreement· Domain Name Transfer AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx The complainant purchased a domain name transfer online for a one-year term on December 15, 2014. The purchase of a transfer includes the domain transfer itself, including any time remaining on the domain at the current registrar and one additional year. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.We have reached out to the complainant directly to address their concerns. We also provided a $4 refund on the purchase of the transfer as a goodwill gesture. The complainant accepted and was appreciative of us reaching out to them. We consider this matter resolved.EDUCATION:The following URL’s may be helpful to the complainant regarding our domain transfers and refund policy:Domain Name Transfer FAQs:https://support.godaddy.com/help/article/6870/domain-name-transfer-faqGoDad...⇄ Refund Policy:https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### FaxThis email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.
Thank you for the opportunity to address the additional concerns presented by our customer.Since the April 7, 2016 transactions processed online by our customer, no additional orders have been placed within the account related to this complaint. Any GoDaddy charges after this date would be associated with an account unrelated to this complaint, and our customer can contact our Billing team for assistance with questions they may have regarding that account.Regarding our customer’s request to put the site back up, the domain is currently in a status that allows them to recover it from within their account, however, the option to do so is time sensitive. As for the website content, the Website Builder has already been canceled and refunded per our original response. Our customer will need to repurchase Website Builder if their desire is to have the website active again. Should our customer choose to do so, GoDaddy support can attempt to restore the website from the canceled Website Builder plan. This option is also time sensitive, as the content would be retrieved from our disaster recovery backups, which are kept for a limited time. Typically, there is a charge for data recovery, however, GoDaddy will waive the fees in this case as a onetime exception. Our customer will need to contact support after purchasing a new Website Builder plan to request a restore of the content.Our customer may find the following article useful in recovering their domain.Recovering Expired Domain Names – Domains[redacted]Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the customer. We have reviewed this matter and would like to present the following.The customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:* Universal Terms of Service Agreement* Website Builder Service Agreement* Marketing Applications AgreementThe latest version of this agreement and other legal agreements may be found at: [redacted]On March 22, 2013, our customer purchased a Website Builder plan and Search Engine Visibility plan, each for a one-year term. On March 21, 2014 and March 22, 2014 respectively; per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question upon expiration for one-year terms and did so in a good faith effort to honor its agreements with the customer. Our customer was sent email confirmations following each successful renewal transaction. GoDaddy provides customers full control over the automatic renewal feature from within their account. Account management is a customer responsibility.GoDaddy sent renewal notices prior to the expiration dates on:* January 21, 2014* February 20, 2014These notices stated the services would be renewed unless further action was taken.On March 21, 2015 and March 22, 2015 respectively; our customer's account preferences again instructed GoDaddy to automatically renew their services upon expiration for another one-year terms. Email confirmations were sent to our customer following each transaction.GoDaddy sent renewal notices prior to the expiration dates on:* January 21, 2015* February 20, 2015 In addition to these email notices, GoDaddy's Customer Care team attempted to reach our customer by phone on January 31, 2015 and February 4, 2015 to assist with any account questions they may have had. Both attempts were unsuccessful.Our customer did not contact our support staff regarding the March 2015 transactions until May 11, 2015. In accordance with our Refund Policy, our customer was properly advised that they would be eligible to receive In-Store credit upon cancellation of these services. RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. Our office attempted to connect with our customer by phone to discuss their concerns and left a voice message. As a one-time exception to our Refund Policy, GoDaddy will refund the March 21, 2015 and March 22, 2015 renewal transactions, provided our customer cancels the services in question prior to March 20, 2015. Once canceled, our customer may contact our office directly to have the refunds issued.Education:Our customer might find the following articles useful.Canceling Products -[redacted]Managing Renewals for Products and Services-[redacted]Refund Policy-[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest RegardsStephen J[redacted]Office of the CEO - GoDaddy[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. First and most obvious was their failure to respond to the fact that our online store was inaccessible to anyone on two different occasions for multiple days. As was presented in the original complaint, this included not only the Memorial Day weekend but also for six days just prior to the 4th of July holidayweekend. We were unable to promote the site for the 4th of July not knowing if it would be online during that time. In addition, we had distributed approximately 10,000 flyers with a discount code that expired June 30 and the site was not even available during those last crucial days since it was not online from June 26 until the evening of July 1. During most of these days the new store front which was built by GoDaddy could be viewed, however, when you clicked to “shop”, you were directed to a page which said simply “File not found.” I have screen shots of this with various date and time stamps if evidence is required. Additionally, I was told originally by [redacted] that it would only take approximately one hour to get the site back up, then received an email stating that it maytake as much as 48 hours, but ultimately, I had to speak with [redacted] personally on July 1 to have it restored within fifteen minutes of our conversation. He tried unsuccessfully to argue that they did not know which site that we wanted up. He ultimately relented and confessed that they did indeed know whichsite to restore but they had simply not done so! This was also after my grievance filed with their customer service department after which both [redacted] and [redacted] assured me that the site would NEVER go down again and the new store design would only go live after approval from us. During this conversation with [redacted] on June 17, 2015, [redacted] admitted that the site should not have gone live, that the original store should not have gone down, that the site built was not what we desired nor was it truly functional, and that GoDaddy had not performed as they should have. After the second time that our store had been offline for just shy of a week, [redacted] stated that he had used a different URL for the new store so that if it went live again, the current store would not go offline. I asked if perhaps that should have been done initially to which he concurred. As far as their assertion that we caused “confusions and discrepancies” in the project, this cannot possibly be true. If it is, then they are in much greater distress than I even imagined. Since my initial contact with them on April 22, 2015, I am the only one that has contacted them. They knew that I was the person to contact and did so without reserve. The information requested was sent to them within the time requested and yet they did not honor their own guidelines. As I explained in the original complaint, they were to begin work on April 30, 2015 and were to have a preview ready by no later than 10 business days thereafter. This would have been May 6, 2015. I have the email stating these dates for verification if required. Their assertion that they “upheld its agreements in good faith and honored its terms of service” is not only inaccurate but also deceptive since they conveniently revised their “Universal Terms of Service Agreement” and their “Website Builder Agreement” after entering into the contract with [redacted]. It was not until after they failed to have a design ready in the time promised that** [redacted] (the “customer” and owner of the business) contacted them again on May 22, 2015 questioning not the design but when it might be available for preview. This is when they put a half designed page online that was not functional and since this was late on Friday afternoon of Memorial Day weekend, it could not be corrected until June 2, 2015. If this is “good faith” and per their “termsof service” the buyer should definitely beware! Allow me to reiterate that it is our contention, and I believe the evidence proves, that Godaddy’s Dream Design team has done irreparable damage to the brand of [redacted] by its inept design and by continually causing the functional store to go offline especially just prior and during 2 major shopping holiday weekends. It has repeated missed every deadline given. Its unprofessionalism is unparalleled in my 30+ years’ experience in the business world. We would request once again, a full refund of all monies paid to Godaddy. Once we have a functional site built by someone more capable than Godaddy has shown itself, we further request that the domain name of [redacted] be released to whomever we contract to provide us with hosting services without any further complications or compensation. Additionally, all hosting of the current functional store should continue until the newprofessional store has been established. I sincerely believe that this is the least of what is owed to [redacted] and should be complied with posthaste in order to prevent legal intervention.
Regards,
[redacted]
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On May 13, 2011, our customer purchased an Economy Shared hosting plan for one year...
via an online order.On May 13, 2012, per our customer's account preferences, GoDaddy was instructed to automatically renew their hosting and did so in a good faith effort to honor its agreements with our customer.On May 6, 2013, our customer contacted GoDaddy via phone and renewed their hosting service for three years.On May 13, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew their hosting and did so in a good faith effort to honor its agreements with our customer.On May 13, 2016, our customer contacted GoDaddy because they did not want their hosting service to renew. Our customer was advised they would need to cancel the hosting within thirty days from the renewal date in order to receive a refund.On February 17, 2017, our customer contacted GoDaddy to request a refund for their hosting service. Their request was denied in accordance with our Refund Policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy will not be issuing a refund for the hosting service, which remains active within our customer’s account. They were correctly advised on May 13, 2016, that they would need to cancel their hosting service within thirty days to be eligible for a refund. Unfortunately, our customer did not do so. Account management is a customer responsibility.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.From the information provided, it appears the complainant is in dispute with a third party...
who controls the domain name in question. GoDaddy has not entered into any agreements with the complainant. Any agreements the complainant has made with the third party would be outside of that party’s agreements with GoDaddy. GoDaddy cannot become involved in third-party disputes.If the complainant is unable to amicably resolve the matter with the owner of the account where the domain name is located, they may request a Change of Account by filling out a 'Change Form'. This can be found at the following link: https://supportcenter.godaddy.com/ChangeRequest/Index?ci=58841&idpXdReq=true...⇄ order for a domain to be moved using this process, specific verification information is required showing the complainant is the registrant or an authorized party for the company/organization listed on the domain. If the complainant is not listed as the registrant but feels they have a claim to the domain's registration, they may wish to review our Uniform Domain Name Dispute Resolution Policy (UDRP) found at the link below:https://www.godaddy.com/agreements/showdoc.aspx?pageid=UNIFORM_DOMAINThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:• GoDaddy Universal Terms of Service Agreement• Microsoft Office Terms of UseThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn September 11, 2014 our customer contacted our Customer Care team by phone and purchased a domain name registration for a one-year term and an Email Essentials plan for a one-month term. During this interaction, an email address corresponding with the domain name was created.From October 11, 2014 through September 11, 2015; per our customer's account preferences, GoDaddy was instructed to automatically renew the email plan in question upon its monthly expiration date and did so in a good faith effort to honor its agreements with the customer. Following each successful transaction, our customer was notified via an email confirmation.On September 12, 2015; per our customer's account preferences, GoDaddy was instructed to automatically renew their domain name for another one-year term and did so to honor its agreements with the customer. GoDaddy sent renewal notices prior to the expiration date on:• August 12, 2015• August 27, 2015These notices informed the customer their expiring domain would be renewed in accordance with their account preferences unless additional action was taken. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility. On September 12, 2015, following the domain name renewal, our customer contacted our Customer Care team with a request to cancel their services. GoDaddy cannot cancel products on behalf of a customer. The automatic renewal preference associated with our customers’ products was disabled and instructions to cancel the products were provided to our customer. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Our office has connected with our customer via phone to discuss their concerns. The automatic renewal preference has been disabled for the products in question. As such, there will be no further product renewals in this account.Education:Our customer may find the following articles helpful:Managing Renewals for Products and Services –https://my.godaddy.com/help/managing-renewals-for-products-and-services-725Ca...⇄ Products –https://my.godaddy.com/help/canceling-products-7468Reset Your GoDaddy Password –https://my.godaddy.com/help/reset-your-godaddy-password-8Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - [email protected][redacted]Scottsdale, AZ 85260
Why does the cancellation of a security have to do with you cancelling the entire site? So without the security I cannot have a site active is what your saying and its not right I don't need to have your ssl security, your own customer service told me this,so why is it different now?
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found a[redacted]On November 22, 2015, our customer purchased an [redacted] email plan via online...
transaction for a 1-year term. Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question upon its year expiration on November 22 2016, and did so in a good faith effort to honor its agreements with our customer. Following the renewal transaction, an order confirmation was sent to our customer containing details of the transaction.Our customer did not contact our support teams until December 28, 2016, at which time, they were informed the products were no longer eligible for refund per our refund policy, publicly available a[redacted]RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy provides customers the ability to modify account preferences for each product or service. This allows full control of deciding which products and services our customers wish to keep active at any given time. Our customer can utilize the products with another domain until expiration.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On April 25, 2016, our customer purchased GoDaddy’s Premium Online Store and did so...
for a 2-year term. On July 25, 2016, the customer reached out to GoDaddy’s support teams as they wanted to move to GoDaddy’s Managed WordPress platform instead. At that time, the remaining time the customer spent was added to their Managed WordPress Plan.On July 28, 2016, our customer reached out to GoDaddy support teams to move back to GoDaddy’s Online Store as they indicated they were not happy with WordPress. GoDaddy’s support teams assisted the customer with purchasing the Online Store and getting the remaining time from the Managed WordPress added to the Online Store plan.On November 16, 2016, our customer cancelled their Online Store plan. After cancelling the customer reached out to GoDaddy’s support teams to request a refund for the cancelled plan. Our customer was informed that they were past the 30 days since the package was purchased and it was no longer eligible for a refund.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The Online Store plan our customer purchased was eligible for a refund if canceled within thirty days of purchase. Our customer was correctly advised they were no longer eligible for a refund. Our Refund Policy can be viewed in the following link: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963Additionally, the customer has since followed up with GoDaddy’s support teams to have their Online Store restored. At this time, the customer’s site is restored and is resolving.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Hosting Agreement• GoDaddy Workspace Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 20, 2014 the complainant contacted our Customer Center to increase the storage capacity of the free email credit that was included with their Unlimited Hosting Plan. The Credit was purchased for a one year term.Attempts were made to reach out to the complainant by phone to advise them of their upcoming renewal date; on December 13, 2014; December 18, 2014 and December 19, 2014. These were followed by failed billing notices that were emailed to the complainant on January 20, 2015 and January 30, 2015.The email accounts associated with the increased storage capacity were cancelled on February 9, 2014. The complainant subsequently contacted our Customer Care Center but declined their assistance in restoring the email addresses that were affected. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Account management is a customer responsibility. Our office has restored the email addresses that were involved in this complaint without the increased storage capacity. We suggest the complainant contact our Customer Care Center at [redacted] for assistance in accessing these emails.EDUCATION: The complainant might find the following article on managing their renewals useful:Managing Renewals for Products and Services[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
GoDaddy says: On December 3, 2015 the complainant contacted GoDaddy’s Customer Care Center and afterwards cancelled the free Windows Hosting Plan in question. They now wish to have that plan restored and support 5 websites.Customer Response: GoDaddy fails to acknowledge that this cancellation action was taken by customer AFTER call with Customer Care Center which indicated no adverse issues would result from this action. This was utmost concern of customer and the reason for the proactive Customer Call Center call. Customer IMMEDIATELY re-contacted the Customer Call Center after taking the cancellation action, as it became evident the advice from the first Customer Call Center interaction was WRONG. The consideration offered by GoDaddy as amends is not equal to what was lost.
This has less to do with GoDaddy's policy as it has to do with customer service, or lack thereof in this case. Yes. Their policy is a 30 day notice and a notification via email, but they do not take into account whether or not their emails can be shunted off into a junk or spam folder, which in this case happened. It's one thing to be hardline on a policy if we were contacting them 60 days after or 90. As I pointed out in my contact with GoDaddy, most businesses will give 90 days to request a refund. On our part, when we found out about the charge, we called that day. It would seem that we acted in good faith in hopes that GoDaddy would work with a small business they purport to cater to. I find their hard line tactics at best unsettling and their 'letter of the law' approach to be quite customer unfriendly. As stated, we did not want to cancel our service for a full refund, but to reduce it so that we could better handle our expenses. I guess that policy and that extra $600 are more important to GoDaddy than to keep a customer. Regards,[redacted] IT Manager [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following user-agreements upon conducting business...
with [redacted]:• Universal Terms of Service Agreement• Hosting AgreementThe latest version of these agreements can be found at: https://www.[redacted].com/legal-agreements.aspxThere are a variety of circumstances that may affect the speed and performance of a website that range from issues within the datacenters (i.e. hosting providers), the network (e.g. Internet service provider) and local browser/computer (i.e. the website viewer). Therefore, to properly troubleshoot and discover the cause of the issue, it is necessary for our customer contact us when they are experiencing the issue. Our customer has indicated, they live in the [redacted] (GMT+8) and are experiencing slowness during “peak hours.” However, their websites are hosted on servers within the U.S. (GMT-7) with a fifteen hour time difference which is not peak traffic times for the servers. It is also important to understand that if the websites pull data from third-party sites, that the performance of those other sites also have a significant effect on the performance of the site. For example, our customer’s website, [redacted].[redacted], makes 70% of its requests and provides over 35% of its data from third-party sites on its first visit. For all subsequent visits, 98% of the requests and data come from third-party websites. The performance of these requests and data transfers are outside of [redacted]’s control.RESOLUTION:[redacted] has upheld its agreements in good faith with our customer and honored its terms of service.In order to properly identify the cause of our customer’s website slowness, we ask that they contact our 24-hour customer care center at the time they are experiencing trouble. [redacted] provides a local phone number accessible from within the [redacted] that our customer may use to reach our support staff. The number is [redacted]. If they are outside of the [redacted], they may be able to find another local number at https://www.[redacted].com/contact-us.aspx.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted] Office of the CEO - [redacted]
Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
[redacted]On March 4, 2016, our customer purchased multiple products via online transaction.On March 8, 2016, our customer cancelled their products and talked with GoDaddy customer care to request a refund for the services. Most refunds were processed however, it does appear one refund transaction was not processed.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As our customer cancelled the products within the refund policy time-frames, we have refunded the remaining applicable refund of $80.83 to the associated payment method. Please allow three to five days for the refund to process. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mandy[redacted]Office of the CEO - GoDaddy
I understand their terms and agreement and didn't get prior notification. Might have gone to the junk folder. Even though it's auto renwal set up, if the credit card is expired. As per CFB, business needs to verify with the consumer and update their expired credit card before charging that card. They charged on the expired card which is not usually good business practice and I will accept the charge which is charged using the expired account.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I filed with FTC and The Internet Crime Complaint Center today. At least GoDaddy admitted I renewed for one year. Reply to original complaint they said I renewed for two years and charged back to cheat them. There were a total of three charges of 32.32. One was charged back as a duplicate due to their system freezing. There was a second chargeback for $16.99 hosting. It was corrected and I don't know why the bank charged it back. I assume error. The bank corrected and noted my records. "On February 3, 2017, our customer manually renewed [redacted] and [redacted] via online transaction for a one-year term."I think GoDaddy has contacts at banks and when there is a lucurative offer on the table for domain names they get the bank contact to do chargebacks so they can take the name. They give no notice to the customer because they have to hold the name 84 days before selling it but many people don't know the name is gone if holding it for future use. I held takeitgames about two years. I would not have known if a rep had not told me while I was discussing instructionalwriters. I think their bank contact made a mistake and charged back 16.99 dollars instead of 32.34 because I paid for .net and .com. This is when God gives you a break. Most people who complained on the forums did't know why there was a chargeback when they lost their names. I sent the account numbers GoDaddy provided me for chageback to my bank and the response is below. The bank said claim amounts were 32.34 and 16.99 for total 49.33. There have been no other chargebacks on my account.Date posted:02/06/2017 Amount:$49.33 Here are the details you requested about the transaction(s): Thank you for your response. Upon review, the only two transactions that we took financial action against are one for $32.34 and one for $16.99. The other $32.34 charge is for reference only.
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following. The complainant acknowledged and agreed to the following agreements upon...
conducting business with GoDaddy: • GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Workspace Service Agreement• GoDaddy Hosting AgreementThe latest version of these agreements may be found at: [redacted].On January 12, 2015 the complainant renewed their Unlimited Email plan and Domain Name for a two year term during a call to GoDaddy’s Customer Care Center. The complainant subsequently cancelled the Unlimited Email plan on March 21, 2015 and at that time requested a refund for the most recent renewal of their Unlimited Email plan.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception we have provided the complaint with a refund to their original payment method of the most recent renewal of their Unlimited Email plan. This refund is for $202.42 and may require 5 to 7 days to reflect at their financial institution.EDUCATION: The complainant might find this article on GoDaddy’s Refund Policy useful.[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant..Best regards,[redacted]Office of the CEO[redacted]
[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon...
conducting business with GoDaddy:· GoDaddy Universal Terms of Service Agreement· Domain Name Transfer AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx The complainant purchased a domain name transfer online for a one-year term on December 15, 2014. The purchase of a transfer includes the domain transfer itself, including any time remaining on the domain at the current registrar and one additional year. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.We have reached out to the complainant directly to address their concerns. We also provided a $4 refund on the purchase of the transfer as a goodwill gesture. The complainant accepted and was appreciative of us reaching out to them. We consider this matter resolved.EDUCATION:The following URL’s may be helpful to the complainant regarding our domain transfers and refund policy:Domain Name Transfer FAQs:https://support.godaddy.com/help/article/6870/domain-name-transfer-faqGoDad...⇄ Refund Policy:https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### FaxThis email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.
Thank you for the opportunity to address the additional concerns presented by our customer.Since the April 7, 2016 transactions processed online by our customer, no additional orders have been placed within the account related to this complaint. Any GoDaddy charges after this date would be associated with an account unrelated to this complaint, and our customer can contact our Billing team for assistance with questions they may have regarding that account.Regarding our customer’s request to put the site back up, the domain is currently in a status that allows them to recover it from within their account, however, the option to do so is time sensitive. As for the website content, the Website Builder has already been canceled and refunded per our original response. Our customer will need to repurchase Website Builder if their desire is to have the website active again. Should our customer choose to do so, GoDaddy support can attempt to restore the website from the canceled Website Builder plan. This option is also time sensitive, as the content would be retrieved from our disaster recovery backups, which are kept for a limited time. Typically, there is a charge for data recovery, however, GoDaddy will waive the fees in this case as a onetime exception. Our customer will need to contact support after purchasing a new Website Builder plan to request a restore of the content.Our customer may find the following article useful in recovering their domain.Recovering Expired Domain Names – Domains[redacted]Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the customer. We have reviewed this matter and would like to present the following.The customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:* Universal Terms of Service Agreement* Website Builder Service Agreement* Marketing Applications AgreementThe latest version of this agreement and other legal agreements may be found at: [redacted]On March 22, 2013, our customer purchased a Website Builder plan and Search Engine Visibility plan, each for a one-year term. On March 21, 2014 and March 22, 2014 respectively; per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question upon expiration for one-year terms and did so in a good faith effort to honor its agreements with the customer. Our customer was sent email confirmations following each successful renewal transaction. GoDaddy provides customers full control over the automatic renewal feature from within their account. Account management is a customer responsibility.GoDaddy sent renewal notices prior to the expiration dates on:* January 21, 2014* February 20, 2014These notices stated the services would be renewed unless further action was taken.On March 21, 2015 and March 22, 2015 respectively; our customer's account preferences again instructed GoDaddy to automatically renew their services upon expiration for another one-year terms. Email confirmations were sent to our customer following each transaction.GoDaddy sent renewal notices prior to the expiration dates on:* January 21, 2015* February 20, 2015 In addition to these email notices, GoDaddy's Customer Care team attempted to reach our customer by phone on January 31, 2015 and February 4, 2015 to assist with any account questions they may have had. Both attempts were unsuccessful.Our customer did not contact our support staff regarding the March 2015 transactions until May 11, 2015. In accordance with our Refund Policy, our customer was properly advised that they would be eligible to receive In-Store credit upon cancellation of these services. RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. Our office attempted to connect with our customer by phone to discuss their concerns and left a voice message. As a one-time exception to our Refund Policy, GoDaddy will refund the March 21, 2015 and March 22, 2015 renewal transactions, provided our customer cancels the services in question prior to March 20, 2015. Once canceled, our customer may contact our office directly to have the refunds issued.Education:Our customer might find the following articles useful.Canceling Products -[redacted]Managing Renewals for Products and Services-[redacted]Refund Policy-[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest RegardsStephen J[redacted]Office of the CEO - GoDaddy[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. First and most obvious was their failure to respond to the fact that our online store was inaccessible to anyone on two different occasions for multiple days. As was presented in the original complaint, this included not only the Memorial Day weekend but also for six days just prior to the 4th of July holidayweekend. We were unable to promote the site for the 4th of July not knowing if it would be online during that time. In addition, we had distributed approximately 10,000 flyers with a discount code that expired June 30 and the site was not even available during those last crucial days since it was not online from June 26 until the evening of July 1. During most of these days the new store front which was built by GoDaddy could be viewed, however, when you clicked to “shop”, you were directed to a page which said simply “File not found.” I have screen shots of this with various date and time stamps if evidence is required. Additionally, I was told originally by [redacted] that it would only take approximately one hour to get the site back up, then received an email stating that it maytake as much as 48 hours, but ultimately, I had to speak with [redacted] personally on July 1 to have it restored within fifteen minutes of our conversation. He tried unsuccessfully to argue that they did not know which site that we wanted up. He ultimately relented and confessed that they did indeed know whichsite to restore but they had simply not done so! This was also after my grievance filed with their customer service department after which both [redacted] and [redacted] assured me that the site would NEVER go down again and the new store design would only go live after approval from us. During this conversation with [redacted] on June 17, 2015, [redacted] admitted that the site should not have gone live, that the original store should not have gone down, that the site built was not what we desired nor was it truly functional, and that GoDaddy had not performed as they should have. After the second time that our store had been offline for just shy of a week, [redacted] stated that he had used a different URL for the new store so that if it went live again, the current store would not go offline. I asked if perhaps that should have been done initially to which he concurred. As far as their assertion that we caused “confusions and discrepancies” in the project, this cannot possibly be true. If it is, then they are in much greater distress than I even imagined. Since my initial contact with them on April 22, 2015, I am the only one that has contacted them. They knew that I was the person to contact and did so without reserve. The information requested was sent to them within the time requested and yet they did not honor their own guidelines. As I explained in the original complaint, they were to begin work on April 30, 2015 and were to have a preview ready by no later than 10 business days thereafter. This would have been May 6, 2015. I have the email stating these dates for verification if required. Their assertion that they “upheld its agreements in good faith and honored its terms of service” is not only inaccurate but also deceptive since they conveniently revised their “Universal Terms of Service Agreement” and their “Website Builder Agreement” after entering into the contract with [redacted]. It was not until after they failed to have a design ready in the time promised that** [redacted] (the “customer” and owner of the business) contacted them again on May 22, 2015 questioning not the design but when it might be available for preview. This is when they put a half designed page online that was not functional and since this was late on Friday afternoon of Memorial Day weekend, it could not be corrected until June 2, 2015. If this is “good faith” and per their “termsof service” the buyer should definitely beware! Allow me to reiterate that it is our contention, and I believe the evidence proves, that Godaddy’s Dream Design team has done irreparable damage to the brand of [redacted] by its inept design and by continually causing the functional store to go offline especially just prior and during 2 major shopping holiday weekends. It has repeated missed every deadline given. Its unprofessionalism is unparalleled in my 30+ years’ experience in the business world. We would request once again, a full refund of all monies paid to Godaddy. Once we have a functional site built by someone more capable than Godaddy has shown itself, we further request that the domain name of [redacted] be released to whomever we contract to provide us with hosting services without any further complications or compensation. Additionally, all hosting of the current functional store should continue until the newprofessional store has been established. I sincerely believe that this is the least of what is owed to [redacted] and should be complied with posthaste in order to prevent legal intervention.
Regards,
[redacted]
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On May 13, 2011, our customer purchased an Economy Shared hosting plan for one year...
via an online order.On May 13, 2012, per our customer's account preferences, GoDaddy was instructed to automatically renew their hosting and did so in a good faith effort to honor its agreements with our customer.On May 6, 2013, our customer contacted GoDaddy via phone and renewed their hosting service for three years.On May 13, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew their hosting and did so in a good faith effort to honor its agreements with our customer.On May 13, 2016, our customer contacted GoDaddy because they did not want their hosting service to renew. Our customer was advised they would need to cancel the hosting within thirty days from the renewal date in order to receive a refund.On February 17, 2017, our customer contacted GoDaddy to request a refund for their hosting service. Their request was denied in accordance with our Refund Policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy will not be issuing a refund for the hosting service, which remains active within our customer’s account. They were correctly advised on May 13, 2016, that they would need to cancel their hosting service within thirty days to be eligible for a refund. Unfortunately, our customer did not do so. Account management is a customer responsibility.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.From the information provided, it appears the complainant is in dispute with a third party...
who controls the domain name in question. GoDaddy has not entered into any agreements with the complainant. Any agreements the complainant has made with the third party would be outside of that party’s agreements with GoDaddy. GoDaddy cannot become involved in third-party disputes.If the complainant is unable to amicably resolve the matter with the owner of the account where the domain name is located, they may request a Change of Account by filling out a 'Change Form'. This can be found at the following link: https://supportcenter.godaddy.com/ChangeRequest/Index?ci=58841&idpXdReq=true...⇄ order for a domain to be moved using this process, specific verification information is required showing the complainant is the registrant or an authorized party for the company/organization listed on the domain. If the complainant is not listed as the registrant but feels they have a claim to the domain's registration, they may wish to review our Uniform Domain Name Dispute Resolution Policy (UDRP) found at the link below:https://www.godaddy.com/agreements/showdoc.aspx?pageid=UNIFORM_DOMAINThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:• GoDaddy Universal Terms of Service Agreement• Microsoft Office Terms of UseThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn September 11, 2014 our customer contacted our Customer Care team by phone and purchased a domain name registration for a one-year term and an Email Essentials plan for a one-month term. During this interaction, an email address corresponding with the domain name was created.From October 11, 2014 through September 11, 2015; per our customer's account preferences, GoDaddy was instructed to automatically renew the email plan in question upon its monthly expiration date and did so in a good faith effort to honor its agreements with the customer. Following each successful transaction, our customer was notified via an email confirmation.On September 12, 2015; per our customer's account preferences, GoDaddy was instructed to automatically renew their domain name for another one-year term and did so to honor its agreements with the customer. GoDaddy sent renewal notices prior to the expiration date on:• August 12, 2015• August 27, 2015These notices informed the customer their expiring domain would be renewed in accordance with their account preferences unless additional action was taken. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility. On September 12, 2015, following the domain name renewal, our customer contacted our Customer Care team with a request to cancel their services. GoDaddy cannot cancel products on behalf of a customer. The automatic renewal preference associated with our customers’ products was disabled and instructions to cancel the products were provided to our customer. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Our office has connected with our customer via phone to discuss their concerns. The automatic renewal preference has been disabled for the products in question. As such, there will be no further product renewals in this account.Education:Our customer may find the following articles helpful:Managing Renewals for Products and Services –https://my.godaddy.com/help/managing-renewals-for-products-and-services-725Ca...⇄ Products –https://my.godaddy.com/help/canceling-products-7468Reset Your GoDaddy Password –https://my.godaddy.com/help/reset-your-godaddy-password-8Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - [email protected][redacted]Scottsdale, AZ 85260
Why does the cancellation of a security have to do with you cancelling the entire site? So without the security I cannot have a site active is what your saying and its not right I don't need to have your ssl security, your own customer service told me this,so why is it different now?
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found a[redacted]On November 22, 2015, our customer purchased an [redacted] email plan via online...
transaction for a 1-year term. Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question upon its year expiration on November 22 2016, and did so in a good faith effort to honor its agreements with our customer. Following the renewal transaction, an order confirmation was sent to our customer containing details of the transaction.Our customer did not contact our support teams until December 28, 2016, at which time, they were informed the products were no longer eligible for refund per our refund policy, publicly available a[redacted]RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy provides customers the ability to modify account preferences for each product or service. This allows full control of deciding which products and services our customers wish to keep active at any given time. Our customer can utilize the products with another domain until expiration.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On April 25, 2016, our customer purchased GoDaddy’s Premium Online Store and did so...
for a 2-year term. On July 25, 2016, the customer reached out to GoDaddy’s support teams as they wanted to move to GoDaddy’s Managed WordPress platform instead. At that time, the remaining time the customer spent was added to their Managed WordPress Plan.On July 28, 2016, our customer reached out to GoDaddy support teams to move back to GoDaddy’s Online Store as they indicated they were not happy with WordPress. GoDaddy’s support teams assisted the customer with purchasing the Online Store and getting the remaining time from the Managed WordPress added to the Online Store plan.On November 16, 2016, our customer cancelled their Online Store plan. After cancelling the customer reached out to GoDaddy’s support teams to request a refund for the cancelled plan. Our customer was informed that they were past the 30 days since the package was purchased and it was no longer eligible for a refund.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The Online Store plan our customer purchased was eligible for a refund if canceled within thirty days of purchase. Our customer was correctly advised they were no longer eligible for a refund. Our Refund Policy can be viewed in the following link: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963Additionally, the customer has since followed up with GoDaddy’s support teams to have their Online Store restored. At this time, the customer’s site is restored and is resolving.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Hosting Agreement• GoDaddy Workspace Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 20, 2014 the complainant contacted our Customer Center to increase the storage capacity of the free email credit that was included with their Unlimited Hosting Plan. The Credit was purchased for a one year term.Attempts were made to reach out to the complainant by phone to advise them of their upcoming renewal date; on December 13, 2014; December 18, 2014 and December 19, 2014. These were followed by failed billing notices that were emailed to the complainant on January 20, 2015 and January 30, 2015.The email accounts associated with the increased storage capacity were cancelled on February 9, 2014. The complainant subsequently contacted our Customer Care Center but declined their assistance in restoring the email addresses that were affected. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Account management is a customer responsibility. Our office has restored the email addresses that were involved in this complaint without the increased storage capacity. We suggest the complainant contact our Customer Care Center at [redacted] for assistance in accessing these emails.EDUCATION: The complainant might find the following article on managing their renewals useful:Managing Renewals for Products and Services[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
GoDaddy says: On December 3, 2015 the complainant contacted GoDaddy’s Customer Care Center and afterwards cancelled the free Windows Hosting Plan in question. They now wish to have that plan restored and support 5 websites.Customer Response: GoDaddy fails to acknowledge that this cancellation action was taken by customer AFTER call with Customer Care Center which indicated no adverse issues would result from this action. This was utmost concern of customer and the reason for the proactive Customer Call Center call. Customer IMMEDIATELY re-contacted the Customer Call Center after taking the cancellation action, as it became evident the advice from the first Customer Call Center interaction was WRONG. The consideration offered by GoDaddy as amends is not equal to what was lost.
This has less to do with GoDaddy's policy as it has to do with customer service, or lack thereof in this case. Yes. Their policy is a 30 day notice and a notification via email, but they do not take into account whether or not their emails can be shunted off into a junk or spam folder, which in this case happened. It's one thing to be hardline on a policy if we were contacting them 60 days after or 90. As I pointed out in my contact with GoDaddy, most businesses will give 90 days to request a refund. On our part, when we found out about the charge, we called that day. It would seem that we acted in good faith in hopes that GoDaddy would work with a small business they purport to cater to. I find their hard line tactics at best unsettling and their 'letter of the law' approach to be quite customer unfriendly. As stated, we did not want to cancel our service for a full refund, but to reduce it so that we could better handle our expenses. I guess that policy and that extra $600 are more important to GoDaddy than to keep a customer. Regards,[redacted] IT Manager [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following user-agreements upon conducting business...
with [redacted]:• Universal Terms of Service Agreement• Hosting AgreementThe latest version of these agreements can be found at: https://www.[redacted].com/legal-agreements.aspxThere are a variety of circumstances that may affect the speed and performance of a website that range from issues within the datacenters (i.e. hosting providers), the network (e.g. Internet service provider) and local browser/computer (i.e. the website viewer). Therefore, to properly troubleshoot and discover the cause of the issue, it is necessary for our customer contact us when they are experiencing the issue. Our customer has indicated, they live in the [redacted] (GMT+8) and are experiencing slowness during “peak hours.” However, their websites are hosted on servers within the U.S. (GMT-7) with a fifteen hour time difference which is not peak traffic times for the servers. It is also important to understand that if the websites pull data from third-party sites, that the performance of those other sites also have a significant effect on the performance of the site. For example, our customer’s website, [redacted].[redacted], makes 70% of its requests and provides over 35% of its data from third-party sites on its first visit. For all subsequent visits, 98% of the requests and data come from third-party websites. The performance of these requests and data transfers are outside of [redacted]’s control.RESOLUTION:[redacted] has upheld its agreements in good faith with our customer and honored its terms of service.In order to properly identify the cause of our customer’s website slowness, we ask that they contact our 24-hour customer care center at the time they are experiencing trouble. [redacted] provides a local phone number accessible from within the [redacted] that our customer may use to reach our support staff. The number is [redacted]. If they are outside of the [redacted], they may be able to find another local number at https://www.[redacted].com/contact-us.aspx.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted] Office of the CEO - [redacted]