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 [redacted]On June 23, 2016 our customer purchased GoDaddy's SEO Services for a one-month term...
during a call to our customer care team. SEO (Search Engine Optimization) is the work which goes into a website to assist with search engine ranking. This service renewed on a monthly basis through October 23, 2016.Customers receive a phone call from our SEO Services team within 2-3 business days following purchase. Prior to connecting with our SEO customers, the team takes time to complete a site audit and keyword research.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy does not provide customers with dedicated account representatives. GoDaddy's SEO Services team is experienced with regard to what it takes to make a website successful. During an interaction with an SEO Services manager on November 9, 2016 our customer was properly informed this service was not eligible for refund.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[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 June 2, 2015, our customer purchased a domain name registration with private...
registration services, for a 2-year term via online transaction. On June 4, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain and associated privacy services and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date on May 4, 2017 and May 29, 2017. These notices informed our customer their expiring services would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility.GoDaddy also participates in card updater services supported by our customer’s credit card issuer, which may automatically update expired payment methods on a customer’s behalf. These practices are discussed in our Universal Terms of Service Agreement.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer contacted our billing team on June 13, 2017 and canceled their services. A refund for the private registration portion of the latest renewal was provided in accordance with GoDaddy’s Refund Policy, available at https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ Our customer was properly advised the domain registration was beyond refund eligibility. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. GoDaddy’s Email Marketing Agreement, which our customer agreed to at the time of purchase, outlines that customers cannot send to more unique email addresses than is permitted for the service level (plan) that was purchased. Thank you again for the opportunity to address the additional 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.Our customer spoke with a customer service representative on November 30, 2016...
with regard to our Professional Web Service plans however, the plan was not purchased until February 8, 2017. Our Professional Web Services team connected with our customer and started working with them to build the website on February 10, 2017. Between February 10, 2017 and July 19, 2017 our Professional Web Services team worked diligently to provide the website our customer requested. Our customer approved the website and it was published on July 20, 2017.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On July 24, 2017, a member of our Professional Web Services team reached out to our customer to discuss their concerns pertaining to the email functionality of the plug-in being used for their calendar. It was determined the issues were not related to GoDaddy, but the third party email clients being utilized. Our customer acknowledged the issue with the email and agreed to address it on their own. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[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.Our customer had been utilizing GoDaddy’s Workspace Email until July 23, 2017, at...
which time they contacted GoDaddy’s Customer Care Center believing their email had been compromised; they had exceeded the 250 allotted email relays per account per day. Our customer was advised they could update their email password within their account to prevent further compromise. Our customer called back later the same day, and purchased five Office 365 email plans with assistance from GoDaddy’s Customer Care. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a goodwill gesture, we have refunded the purchase of the five Office 365 accounts to our customer, totaling $26.23.If our customer wishes to utilize the Office 365 plans, they will need to update the DNS information for their domain(s) to utilize these plans:https://www.godaddy.com/help/use-my-domain-with-a-new-office-365-account-1...⇄ if our customer sets their email boxes back up in the Workspace email plan within 14 days of deletion, they should automatically restore the data within.We would also advise our customer of utilizing best practices on their email and customer accounts, such as using strong passwords and scanning their PC for malware or keyloggers to attempt to prevent future compromises.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[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 May 24, 2017, our customer purchased Enterprise Business Hosting for one month, as...
well as a website migration service during an interaction with GoDaddy’s Customer Care. Customers must provide certain information in order for GoDaddy to migrate their website content. Our customer was unable to provide this information and canceled the Enterprise Business Hosting and migration service on May 25, 2017. GoDaddy refunded this transaction in full.On May 30, 2017, our customer purchased Enterprise Business Hosting for one month with assistance from GoDaddy’s Customer Care.On June 6, 2017, our customer contacted GoDaddy to request a refund of the Enterprise Business Hosting they had purchased on May 30, 2017. 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.The service purchased by our customer is not defective. Our support staff confirmed the plan they wanted to purchase would have sufficient storage for their site. However, the resources needed to optimally process our customer’s website content exceeded what is included with the plan they had purchased. GoDaddy was not provided application resource requirements prior to our customer’s purchase.Products setup on a monthly term are only eligible for a refund if canceled within 48 hours of purchase. Our customer’s refund request occurred outside this window. As such, GoDaddy will be unable to issue a refund.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 bringing this matter to our attention. We have reviewed our customer’s correspondence and would like to present the following.Upon purchase of services, our customer acknowledged and accepted the following agreements:• Universal Terms of Service...
Agreement• Hosting AgreementCopies of the latest version of these agreements may be found at:[redacted]On February 10, 2014, our customer purchased a Value-level Virtual Private Server (VPS) with 60 GB of storage space for a two-year term via an online transaction.On October 29, 2014, our customer upgraded their VPS to a Deluxe plan with 90 GB of storage space via an online transaction. On November 1, 2014, our customer again upgraded their VPS to our Premium plan with 120 GB of storage space via an online transaction. On November 1, 2014, following their latest upgrade, our customer contacted our 24/7 Customer Support teams for assistance with their storage space. It was determined the problem our customer experienced was not related to total storage space but the amount of disk space they or their server administrator allocated to the management of their MySQL databases. Unmanaged servers are sold with the understanding that the client is knowledgeable and able to administer their own server. The client is responsible for performing any configurations, software installations, disk space allocations (e.g. to email accounts, databases, websites, etc.), upgrades necessary on the server, and troubleshooting any issues therein.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. Our customer performed their server upgrades online and without the assistance of GoDaddy’s support staff. However, as a gesture of good will, GoDaddy has refunded the amount of their November 1, 2014 upgrade ($306 value) as in-store credit.Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards,[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address the complainant’s concerns.We are unable to locate an account with the information provided by the complainant. Without being able to identify a customer account, we are unable to fully understand the issues at hand or properly investigate the matter to...
provide clarity or possible resolution. If the complainant can provide us with account specific details by emailing [email protected], we will gladly investigate their concerns further.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Mike L[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
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:* Universal
Terms of Service Agreement* Domain
Name Registration AgreementThe latest
version of our Universal Terms of Service Agreement and other legal agreements
may be found at http://www.godaddy.com/legal-agreements.aspx?On November
8, 2008 our customer purchased a domain name registration via an online
transaction for a one-year term. This was for the period ending November 8,
2009. This domain name has been successfully renewed upon expiration until
November 9, 2015.On November
9, 2015; per our customers account preferences, GoDaddy attempted to
automatically renew the domain name in a good faith effort to honor its
agreements with the customer however, the customer's financial institution
declined payment. Changes to payment methods on the account were made after the
domain name in question was canceled.GoDaddy sent
renewal notices prior to the expiration date on:* October 4,
2015 (30-day notice)* November
03, 2015 (5-day notice)GoDaddy also
sent notices after the expiration date on:* November
9, 2015* November
13, 2015* November
20, 2015 (Cancellation notice)These
notifications informed our customer their expired item was at risk of being
canceled unless additional action was taken. Account management is a customer responsibility.Due to the
amount of time that had passed since the cancellation occurred, the domain name
had entered the Redemption period, requiring additional fees to recover. Our customer
did not contact our customer care teams regarding their domain name until
December 13, 2015. They were properly notified of the domain name expiration
and associated fees to redeem. Our customer declined to redeem the domain name. RESOLUTION:GoDaddy has
upheld its agreements in good faith with our customer and honored its terms of
service. Our office
has attempted to connect with our customer via phone to discuss this matter and
was only able to leave a voice messages.The recovery
of domain names in redemption is time-sensitive. As a one-time exception and gesture of
goodwill, we will waive the $80.00 redemption fee, provided the domain name is
recovered prior to December 20, 2015. Our customer is responsible for the standard domain name renewal fees
and is aware of this time frame. Our customer
may can contact GoDaddy’s 24 Hour Customer Care Center at (480) 505-8877 for
assistance with redeeming the domain name.EDUCATION:For future
reference, the article below may be of assistance in the management of our
customer’s account.Managing
Renewals for Products and Services-https://www.godaddy.com/help/managing-renewals-for-products-and-service...⇄ Happens
After Domain Names Expire?-https://www.godaddy.com/help/what-happens-after-domain-names-expire-6700...⇄ />
Expired Domain Names-https://www.godaddy.com/help/recovering-expired-domain-names-5018Thank you
for the opportunity to address and bring clarity to the concerns presented by
our customer.Kindest
regards,Terri H[redacted]Office of
the CEO - [email protected][redacted]
[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.
--------One of my concerns is that their system failed, and what was worse I wasn't even able to talk to a manager when I needed an explanation, they simply wouldn't take the time to talk to me. Instead I had to go through you (the Revdex.com) to get an appropriate apology and a fair explanation.If I had a Manager talk to me that day and tell me what they wrote in the previous message, I would've thank them for the apology and the explanation: "The Domain Name had been mistakenly listed as available as a new registration by our system and we sincerely apologize for any inconvenience this may have caused them."
Almost Immediately after all this happened, the domain that I was trying to buy at $11 was not at that prize anymore, it was $400 - My future business depends on having that domain, so I had to purchase it for $400 ** * Please understand my suspicion when a business is selling an item at one price and when interest is shown, then its conveniently unavailable, and minutes later is available for purchase at 36 times its original value. ** * The fact that I purchased it at $400 only reflects the need I had for this domain. However, it doesn't reflect my satisfaction in this particular case.I have been a great customer of Godaddy.com for a long time now. As a matter of fact, this morning I purchased a domain for $2,000 the transaction in this case was successful. However, the domain in question, the one I bought for $400, [redacted], is still "transferring" to my Godaddy account. I hope they don't come back to me again saying that there was a mistake in the system.A simple apology is not enough for the time I have lost in this case and having to resort to the Revdex.com for help (because the manager wouldn't talk to me). I want a guarantee that my now purchased domain "[redacted]" will successfully transfer to my Godaddy account, I also want them to promise there won't be any more "system errors" with any of my other domains. I also would suggest, as sign of good faith from their part to offer me compensation of a significant kind. Regards,
[redacted]
I purchased a "professionally" built website. I disagree with the company's claim of delivering a professional site in good faith. Pictures overlapping text in several places, cut and pasting information from my document down the middle of each page with all pictures stuck at the bottom of each page, and random duplicated text on several pages is not considered custom or professional grade.It took 3 days and the threat of my representative pulling his business and support from GoDaddy for the company to respond to my call. This is not professional for a national company. So I reject their claim that everything was done in good faith from their end.We currently have a plan of action to correct the site. We are now over 36 days since the information for the site was submitted to GoDaddy, with each day after the 15th day costing me revenue and cancelled events. Until my site is delivered without web designer errors in a reasonable time, this is not resolved. I will keep the Revdex.com abreast to our progress.[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 agreements upon conducting business with...
GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Workspace Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 7, 2013 our customer purchased a Website Builder Business plan for a one-year term. Our customer also received a domain name registration for a one-year term at no cost with the purchase of the Website Builder plan. GoDaddy’s Website Builder is a proprietary, do-it-yourself, template based product to construct a website. Website Builder provides free email addresses that may be used with the hosted domain name. Customers are provided 1G (1000 MB) of space to split between any of those email addresses they may create. On November 12, 2013 and September 10, 2014; respectively, our customer purchased an additional 3G (3000 MB) of add-on storage space to use with their email accounts. Our customer had successfully renewed their services upon expiration in a timely manner until November 7, 2015. On that date; per our customer’s account preferences, GoDaddy was instructed to automatically renew their services and attempted to do so in a good faith effort to honor its agreements with our customer. However, our customer’s financial institution declined payment. On November 16, 2015 our customer contacted our customer support teams for product renewal assistance. Our customer renewed their Website Builder plan and domain name registration, each for an additional one-year term. This is for the period ending November 7, 2016. The additional email storage space to use with their free email accounts was inadvertently missed during the renewal process. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Our office has connected directly with our customer by phone. As a gesture of goodwill, we have provided our customer with 3G (3000 MB) of additional space at no cost to use with the free email addresses they received with their Website Builder plan. This is for the period ending November 7, 2016. Our customer will be responsible for any future product renewals. We appreciate our customer’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank 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]
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.Our customer enabled Two-Factor Authentication on their GoDaddy account, which...
provides an additional layer of security. Two-Factor Authentication requires an account holder to provide a numeric code received via text message along with their normal validation information to access the account. Two-Factor Authentication is a security feature that GoDaddy offers our customers to prevent account and domain hijacking.On January 11, 2017, our customer contacted GoDaddy as they were unable to disable Two-Factor Authentication, because they could not receive the code sent via text message. In the event customers are not able to receive the verification code, we require proof of identification in order to disable the service on their behalf. Our customer was provided instructions to have this service removed by GoDaddy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was unable to provide the necessary documentation to have Two-factor Authentication removed on their behalf.However, our customer was able to regain access to the phone number used to enable Two-Factor Authentication and has since successfully removed the service from their GoDaddy account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
Beyond the fact I was immediately locked out of my GoDaddy customer account when I canceled although I had NO failed login attempts (and thus can not access the store credit), I don't WANT store credit. To use store credit, I'd have to be willing to entrust the company with my domain name registrations, hosting or other services. I am not.I didn't pay in STORE CREDIT. I paid in CASH. A refund in CASH for the unused time is the only solution I find acceptable.
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 August 25, 2015, during an online transaction our customer purchased 4 domain...
registrations with Protected Registration, each for a one year term. Protected Registration is the highest level of domain protection that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain. Domains with this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by the domain's registrant submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Team.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The Protected Registration service functioned as advertised. Our customer submitted requests to cancel the Protected Registration service for 3 of the domains on July 28, 2016, and those services were canceled. At this time, the 4 domains, one of which that includes Protected Registration, remain active. If our customer requires assistance to cancel their remaining products they can contact our Customer Care Center at 480-505-8877. Thank you again for the opportunity to address the concerns presented by our customer.Regards,John M[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address the concerns presented by our customer. 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...
April 26, 2016, our customer purchased an Online Bookkeeping plan for a five-year term via Chat with a support representatives. Our customer indicated they were familiar with the software as they had used this product previously. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy Online Bookkeeping is, in fact, designed to be used by small businesses of all types. Our customer indicated they had a working knowledge of the product and did not reach out with any questions or concerns. Our Supports teams were not contacted until July 10, 2016, at which time the Online Bookkeeping plan was outside of GoDaddy's refund policy. GoDaddy’s refund policy is publically located at the link below:[redacted]As a good faith gesture, we are willing to provide a partial refund in the amount of $345.31 USD, equivalent to 4 years of service. If this is acceptable to our customer they may reach out to us at [email protected] to obtain this refund. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution ConsultantThank you
for the opportunity to address and bring clarity to the additional concerns
presented by the complainant. We have
resent the email as requested to the address included in the complainant’s
response. The original email was sent to the email address designated for
correspondence within their account.As
mentioned in our original response, the agreements the complainant acknowledged
and agreed to can be found at: https://www.godaddy.com/legal-agreements.aspx. The service the complainant
recently extended is working as intended. The complainant’s claim of a
reduction in functionality with the email service is inaccurate, as the service
provided now is the same service provided prior to the operating system update
for their device. To be clear, the email service in use by the complainant has
never supported IMAP protocol. If they were to install an email client on their
device that supported POP protocol, their email would function as it had since
they began using the service.While not mentioned in the
original complaint, the exportation of sites designed in Website Builder is clearly
addressed in the Website Builder Service Agreement that the complainant agreed
to.We appreciate the complainant’s
candid feedback regarding IMAP offerings from other service providers. We
believe we provide a better value proposition when all factors are considered,
including the 24/7 customer support we provide, at the levels we do. We understand the complainant has
choices and we would like to try and resolve this amicably. If they would
rather not try another email client that supports POP, or use the available
webmail service, we will provide one year of our Unlimited Email plan at no
cost. This plan is IMAP compatible. At the end of the one year term, if they
want to continue with the service, the complainant will be responsible for all
renewal fees. Should they wish to accept this offer, they may contact our
office directly.Thank you again for the opportunity to address and bring
clarity to the additional concerns presented by the complainant.Kindest
regardsStephen
J[redacted]Office of
the CEO - [email protected] N.
Hayden Rd. Suite 226Scottsdale,
AZ 85260
Thank you for the opportunity to address our customer’s additional concerns. GoDaddy has had the server in question reviewed again and as mentioned in our original response, it is working as it was designed to. From our review, it appears our customer is using a CDN (Content Delivery Network) with their site. They may wish to review this service to determine if it is a contributing factor in the performance they have been experiencing. Our customer may also want to consider enabling memcache and memcached in their PHP settings, as doing so could improve their site’s performance.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 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:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Workspace Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx.On June 26, 2015, our customer contacted our Customer Care Center via phone to get help with sending emails. The customer is using a free Workspace Email account they received with the purchase of one of their domain name registrations. While troubleshooting the matter with our technical support staff, GoDaddy was unable to replicate the problem and the customer was advised that the issue appears to be caused by something on the customer’s end, (i.e. their firewall or Internet Service Provider (ISP)). As everything was working correctly on GoDaddy’s end, no support ticket was created.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.We are committed to helping our customer and our office is happy to assist our customer with this matter. Our attempts to connect with the customer has been unsuccessful. We welcome our customer to reach out to us at [redacted].[redacted] to schedule a time to call and troubleshoot over the phone.Thank 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
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.I was misled into believing that .co websites stoodas an extension for company. This turned out to be completely false and misleading. They can have any policy they want, unless it violates Texas and/or Federal law.
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 [redacted]On June 23, 2016 our customer purchased GoDaddy's SEO Services for a one-month term...
during a call to our customer care team. SEO (Search Engine Optimization) is the work which goes into a website to assist with search engine ranking. This service renewed on a monthly basis through October 23, 2016.Customers receive a phone call from our SEO Services team within 2-3 business days following purchase. Prior to connecting with our SEO customers, the team takes time to complete a site audit and keyword research.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy does not provide customers with dedicated account representatives. GoDaddy's SEO Services team is experienced with regard to what it takes to make a website successful. During an interaction with an SEO Services manager on November 9, 2016 our customer was properly informed this service was not eligible for refund.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[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 June 2, 2015, our customer purchased a domain name registration with private...
registration services, for a 2-year term via online transaction. On June 4, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain and associated privacy services and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date on May 4, 2017 and May 29, 2017. These notices informed our customer their expiring services would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility.GoDaddy also participates in card updater services supported by our customer’s credit card issuer, which may automatically update expired payment methods on a customer’s behalf. These practices are discussed in our Universal Terms of Service Agreement.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer contacted our billing team on June 13, 2017 and canceled their services. A refund for the private registration portion of the latest renewal was provided in accordance with GoDaddy’s Refund Policy, available at https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ Our customer was properly advised the domain registration was beyond refund eligibility. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. GoDaddy’s Email Marketing Agreement, which our customer agreed to at the time of purchase, outlines that customers cannot send to more unique email addresses than is permitted for the service level (plan) that was purchased. Thank you again for the opportunity to address the additional 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.Our customer spoke with a customer service representative on November 30, 2016...
with regard to our Professional Web Service plans however, the plan was not purchased until February 8, 2017. Our Professional Web Services team connected with our customer and started working with them to build the website on February 10, 2017. Between February 10, 2017 and July 19, 2017 our Professional Web Services team worked diligently to provide the website our customer requested. Our customer approved the website and it was published on July 20, 2017.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On July 24, 2017, a member of our Professional Web Services team reached out to our customer to discuss their concerns pertaining to the email functionality of the plug-in being used for their calendar. It was determined the issues were not related to GoDaddy, but the third party email clients being utilized. Our customer acknowledged the issue with the email and agreed to address it on their own. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[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.Our customer had been utilizing GoDaddy’s Workspace Email until July 23, 2017, at...
which time they contacted GoDaddy’s Customer Care Center believing their email had been compromised; they had exceeded the 250 allotted email relays per account per day. Our customer was advised they could update their email password within their account to prevent further compromise. Our customer called back later the same day, and purchased five Office 365 email plans with assistance from GoDaddy’s Customer Care. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a goodwill gesture, we have refunded the purchase of the five Office 365 accounts to our customer, totaling $26.23.If our customer wishes to utilize the Office 365 plans, they will need to update the DNS information for their domain(s) to utilize these plans:https://www.godaddy.com/help/use-my-domain-with-a-new-office-365-account-1...⇄ if our customer sets their email boxes back up in the Workspace email plan within 14 days of deletion, they should automatically restore the data within.We would also advise our customer of utilizing best practices on their email and customer accounts, such as using strong passwords and scanning their PC for malware or keyloggers to attempt to prevent future compromises.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[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 May 24, 2017, our customer purchased Enterprise Business Hosting for one month, as...
well as a website migration service during an interaction with GoDaddy’s Customer Care. Customers must provide certain information in order for GoDaddy to migrate their website content. Our customer was unable to provide this information and canceled the Enterprise Business Hosting and migration service on May 25, 2017. GoDaddy refunded this transaction in full.On May 30, 2017, our customer purchased Enterprise Business Hosting for one month with assistance from GoDaddy’s Customer Care.On June 6, 2017, our customer contacted GoDaddy to request a refund of the Enterprise Business Hosting they had purchased on May 30, 2017. 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.The service purchased by our customer is not defective. Our support staff confirmed the plan they wanted to purchase would have sufficient storage for their site. However, the resources needed to optimally process our customer’s website content exceeded what is included with the plan they had purchased. GoDaddy was not provided application resource requirements prior to our customer’s purchase.Products setup on a monthly term are only eligible for a refund if canceled within 48 hours of purchase. Our customer’s refund request occurred outside this window. As such, GoDaddy will be unable to issue a refund.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 bringing this matter to our attention. We have reviewed our customer’s correspondence and would like to present the following.Upon purchase of services, our customer acknowledged and accepted the following agreements:• Universal Terms of Service...
Agreement• Hosting AgreementCopies of the latest version of these agreements may be found at:[redacted]On February 10, 2014, our customer purchased a Value-level Virtual Private Server (VPS) with 60 GB of storage space for a two-year term via an online transaction.On October 29, 2014, our customer upgraded their VPS to a Deluxe plan with 90 GB of storage space via an online transaction. On November 1, 2014, our customer again upgraded their VPS to our Premium plan with 120 GB of storage space via an online transaction. On November 1, 2014, following their latest upgrade, our customer contacted our 24/7 Customer Support teams for assistance with their storage space. It was determined the problem our customer experienced was not related to total storage space but the amount of disk space they or their server administrator allocated to the management of their MySQL databases. Unmanaged servers are sold with the understanding that the client is knowledgeable and able to administer their own server. The client is responsible for performing any configurations, software installations, disk space allocations (e.g. to email accounts, databases, websites, etc.), upgrades necessary on the server, and troubleshooting any issues therein.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. Our customer performed their server upgrades online and without the assistance of GoDaddy’s support staff. However, as a gesture of good will, GoDaddy has refunded the amount of their November 1, 2014 upgrade ($306 value) as in-store credit.Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards,[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address the complainant’s concerns.We are unable to locate an account with the information provided by the complainant. Without being able to identify a customer account, we are unable to fully understand the issues at hand or properly investigate the matter to...
provide clarity or possible resolution. If the complainant can provide us with account specific details by emailing [email protected], we will gladly investigate their concerns further.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Mike L[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
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:* Universal
Terms of Service Agreement* Domain
Name Registration AgreementThe latest
version of our Universal Terms of Service Agreement and other legal agreements
may be found at http://www.godaddy.com/legal-agreements.aspx?On November
8, 2008 our customer purchased a domain name registration via an online
transaction for a one-year term. This was for the period ending November 8,
2009. This domain name has been successfully renewed upon expiration until
November 9, 2015.On November
9, 2015; per our customers account preferences, GoDaddy attempted to
automatically renew the domain name in a good faith effort to honor its
agreements with the customer however, the customer's financial institution
declined payment. Changes to payment methods on the account were made after the
domain name in question was canceled.GoDaddy sent
renewal notices prior to the expiration date on:* October 4,
2015 (30-day notice)* November
03, 2015 (5-day notice)GoDaddy also
sent notices after the expiration date on:* November
9, 2015* November
13, 2015* November
20, 2015 (Cancellation notice)These
notifications informed our customer their expired item was at risk of being
canceled unless additional action was taken. Account management is a customer responsibility.Due to the
amount of time that had passed since the cancellation occurred, the domain name
had entered the Redemption period, requiring additional fees to recover. Our customer
did not contact our customer care teams regarding their domain name until
December 13, 2015. They were properly notified of the domain name expiration
and associated fees to redeem. Our customer declined to redeem the domain name. RESOLUTION:GoDaddy has
upheld its agreements in good faith with our customer and honored its terms of
service. Our office
has attempted to connect with our customer via phone to discuss this matter and
was only able to leave a voice messages.The recovery
of domain names in redemption is time-sensitive. As a one-time exception and gesture of
goodwill, we will waive the $80.00 redemption fee, provided the domain name is
recovered prior to December 20, 2015. Our customer is responsible for the standard domain name renewal fees
and is aware of this time frame. Our customer
may can contact GoDaddy’s 24 Hour Customer Care Center at (480) 505-8877 for
assistance with redeeming the domain name.EDUCATION:For future
reference, the article below may be of assistance in the management of our
customer’s account.Managing
Renewals for Products and Services-https://www.godaddy.com/help/managing-renewals-for-products-and-service...⇄ Happens
After Domain Names Expire?-https://www.godaddy.com/help/what-happens-after-domain-names-expire-6700...⇄ /> Expired Domain Names-https://www.godaddy.com/help/recovering-expired-domain-names-5018Thank you
for the opportunity to address and bring clarity to the concerns presented by
our customer.Kindest
regards,Terri H[redacted]Office of
the CEO - [email protected][redacted]
[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.
--------One of my concerns is that their system failed, and what was worse I wasn't even able to talk to a manager when I needed an explanation, they simply wouldn't take the time to talk to me. Instead I had to go through you (the Revdex.com) to get an appropriate apology and a fair explanation.If I had a Manager talk to me that day and tell me what they wrote in the previous message, I would've thank them for the apology and the explanation: "The Domain Name had been mistakenly listed as available as a new registration by our system and we sincerely apologize for any inconvenience this may have caused them."
Almost Immediately after all this happened, the domain that I was trying to buy at $11 was not at that prize anymore, it was $400 - My future business depends on having that domain, so I had to purchase it for $400 ** * Please understand my suspicion when a business is selling an item at one price and when interest is shown, then its conveniently unavailable, and minutes later is available for purchase at 36 times its original value. ** * The fact that I purchased it at $400 only reflects the need I had for this domain. However, it doesn't reflect my satisfaction in this particular case.I have been a great customer of Godaddy.com for a long time now. As a matter of fact, this morning I purchased a domain for $2,000 the transaction in this case was successful. However, the domain in question, the one I bought for $400, [redacted], is still "transferring" to my Godaddy account. I hope they don't come back to me again saying that there was a mistake in the system.A simple apology is not enough for the time I have lost in this case and having to resort to the Revdex.com for help (because the manager wouldn't talk to me). I want a guarantee that my now purchased domain "[redacted]" will successfully transfer to my Godaddy account, I also want them to promise there won't be any more "system errors" with any of my other domains. I also would suggest, as sign of good faith from their part to offer me compensation of a significant kind. Regards,
[redacted]
I purchased a "professionally" built website. I disagree with the company's claim of delivering a professional site in good faith. Pictures overlapping text in several places, cut and pasting information from my document down the middle of each page with all pictures stuck at the bottom of each page, and random duplicated text on several pages is not considered custom or professional grade.It took 3 days and the threat of my representative pulling his business and support from GoDaddy for the company to respond to my call. This is not professional for a national company. So I reject their claim that everything was done in good faith from their end.We currently have a plan of action to correct the site. We are now over 36 days since the information for the site was submitted to GoDaddy, with each day after the 15th day costing me revenue and cancelled events. Until my site is delivered without web designer errors in a reasonable time, this is not resolved. I will keep the Revdex.com abreast to our progress.[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 agreements upon conducting business with...
GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Workspace Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 7, 2013 our customer purchased a Website Builder Business plan for a one-year term. Our customer also received a domain name registration for a one-year term at no cost with the purchase of the Website Builder plan. GoDaddy’s Website Builder is a proprietary, do-it-yourself, template based product to construct a website. Website Builder provides free email addresses that may be used with the hosted domain name. Customers are provided 1G (1000 MB) of space to split between any of those email addresses they may create. On November 12, 2013 and September 10, 2014; respectively, our customer purchased an additional 3G (3000 MB) of add-on storage space to use with their email accounts. Our customer had successfully renewed their services upon expiration in a timely manner until November 7, 2015. On that date; per our customer’s account preferences, GoDaddy was instructed to automatically renew their services and attempted to do so in a good faith effort to honor its agreements with our customer. However, our customer’s financial institution declined payment. On November 16, 2015 our customer contacted our customer support teams for product renewal assistance. Our customer renewed their Website Builder plan and domain name registration, each for an additional one-year term. This is for the period ending November 7, 2016. The additional email storage space to use with their free email accounts was inadvertently missed during the renewal process. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Our office has connected directly with our customer by phone. As a gesture of goodwill, we have provided our customer with 3G (3000 MB) of additional space at no cost to use with the free email addresses they received with their Website Builder plan. This is for the period ending November 7, 2016. Our customer will be responsible for any future product renewals. We appreciate our customer’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank 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]
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.Our customer enabled Two-Factor Authentication on their GoDaddy account, which...
provides an additional layer of security. Two-Factor Authentication requires an account holder to provide a numeric code received via text message along with their normal validation information to access the account. Two-Factor Authentication is a security feature that GoDaddy offers our customers to prevent account and domain hijacking.On January 11, 2017, our customer contacted GoDaddy as they were unable to disable Two-Factor Authentication, because they could not receive the code sent via text message. In the event customers are not able to receive the verification code, we require proof of identification in order to disable the service on their behalf. Our customer was provided instructions to have this service removed by GoDaddy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was unable to provide the necessary documentation to have Two-factor Authentication removed on their behalf.However, our customer was able to regain access to the phone number used to enable Two-Factor Authentication and has since successfully removed the service from their GoDaddy account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
Beyond the fact I was immediately locked out of my GoDaddy customer account when I canceled although I had NO failed login attempts (and thus can not access the store credit), I don't WANT store credit. To use store credit, I'd have to be willing to entrust the company with my domain name registrations, hosting or other services. I am not.I didn't pay in STORE CREDIT. I paid in CASH. A refund in CASH for the unused time is the only solution I find acceptable.
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 August 25, 2015, during an online transaction our customer purchased 4 domain...
registrations with Protected Registration, each for a one year term. Protected Registration is the highest level of domain protection that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain. Domains with this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by the domain's registrant submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Team.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The Protected Registration service functioned as advertised. Our customer submitted requests to cancel the Protected Registration service for 3 of the domains on July 28, 2016, and those services were canceled. At this time, the 4 domains, one of which that includes Protected Registration, remain active. If our customer requires assistance to cancel their remaining products they can contact our Customer Care Center at 480-505-8877. Thank you again for the opportunity to address the concerns presented by our customer.Regards,John M[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address the concerns presented by our customer. 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...
April 26, 2016, our customer purchased an Online Bookkeeping plan for a five-year term via Chat with a support representatives. Our customer indicated they were familiar with the software as they had used this product previously. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy Online Bookkeeping is, in fact, designed to be used by small businesses of all types. Our customer indicated they had a working knowledge of the product and did not reach out with any questions or concerns. Our Supports teams were not contacted until July 10, 2016, at which time the Online Bookkeeping plan was outside of GoDaddy's refund policy. GoDaddy’s refund policy is publically located at the link below:[redacted]As a good faith gesture, we are willing to provide a partial refund in the amount of $345.31 USD, equivalent to 4 years of service. If this is acceptable to our customer they may reach out to us at [email protected] to obtain this refund. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution ConsultantThank you
for the opportunity to address and bring clarity to the additional concerns
presented by the complainant. We have
resent the email as requested to the address included in the complainant’s
response. The original email was sent to the email address designated for
correspondence within their account.As
mentioned in our original response, the agreements the complainant acknowledged
and agreed to can be found at: https://www.godaddy.com/legal-agreements.aspx. The service the complainant
recently extended is working as intended. The complainant’s claim of a
reduction in functionality with the email service is inaccurate, as the service
provided now is the same service provided prior to the operating system update
for their device. To be clear, the email service in use by the complainant has
never supported IMAP protocol. If they were to install an email client on their
device that supported POP protocol, their email would function as it had since
they began using the service.While not mentioned in the
original complaint, the exportation of sites designed in Website Builder is clearly
addressed in the Website Builder Service Agreement that the complainant agreed
to.We appreciate the complainant’s
candid feedback regarding IMAP offerings from other service providers. We
believe we provide a better value proposition when all factors are considered,
including the 24/7 customer support we provide, at the levels we do. We understand the complainant has
choices and we would like to try and resolve this amicably. If they would
rather not try another email client that supports POP, or use the available
webmail service, we will provide one year of our Unlimited Email plan at no
cost. This plan is IMAP compatible. At the end of the one year term, if they
want to continue with the service, the complainant will be responsible for all
renewal fees. Should they wish to accept this offer, they may contact our
office directly.Thank you again for the opportunity to address and bring
clarity to the additional concerns presented by the complainant.Kindest
regardsStephen
J[redacted]Office of
the CEO - [email protected] N.
Hayden Rd. Suite 226Scottsdale,
AZ 85260
Thank you for the opportunity to address our customer’s additional concerns. GoDaddy has had the server in question reviewed again and as mentioned in our original response, it is working as it was designed to. From our review, it appears our customer is using a CDN (Content Delivery Network) with their site. They may wish to review this service to determine if it is a contributing factor in the performance they have been experiencing. Our customer may also want to consider enabling memcache and memcached in their PHP settings, as doing so could improve their site’s performance.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 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:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Workspace Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx.On June 26, 2015, our customer contacted our Customer Care Center via phone to get help with sending emails. The customer is using a free Workspace Email account they received with the purchase of one of their domain name registrations. While troubleshooting the matter with our technical support staff, GoDaddy was unable to replicate the problem and the customer was advised that the issue appears to be caused by something on the customer’s end, (i.e. their firewall or Internet Service Provider (ISP)). As everything was working correctly on GoDaddy’s end, no support ticket was created.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.We are committed to helping our customer and our office is happy to assist our customer with this matter. Our attempts to connect with the customer has been unsuccessful. We welcome our customer to reach out to us at [redacted].[redacted] to schedule a time to call and troubleshoot over the phone.Thank 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
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.I was misled into believing that .co websites stoodas an extension for company. This turned out to be completely false and misleading. They can have any policy they want, unless it violates Texas and/or Federal law.
Regards,
[redacted]