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:· Universal Terms of Service· Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 7, 2015, the complainant purchased two domain name registrations, each for a five-year term via an online transaction. When a new domain name is registered, a 60 day lock is placed on the domain from the governing body of the Internet, ICANN (Internet Corporation for Assigned Names and Numbers). ICANN imposes this lock to help protect domain name registrants from having their domains stolen or maliciously transferred. GoDaddy, and all ICANN accredited registrars, must follow this 60 day lock rule.On May 15, 2015 the complainant contacted our Customer Care teams with their third-party email provider for assistance with setting up their email correctly. Our agent assisted the complainant with updating their MX (Mail Exchange) records for a domain name to point to their third-party email services per the complainant’s request.On May 28, 2015 the complainant called our Customer Care team to discuss their third-party email not working. The complainant was informed they had made a modification to their domain settings by enabling domain forwarding. This domain setting change updated the IP Address and nameservers associated with that domain. GoDaddy is unable to forward visitors to a domain name if we do not control of the nameservers. An offer was made to assist the complainant with updating the nameservers for the associated domain to their third-party. However, the complainant did not have the nameserver information at the time required to make the update. They had the MX records but not the nameservers which is what they specifically wanted to update.The complainant also requested a callback and was informed that GoDaddy operates a 24/7 inbound Customer Care Center. The complainant was requested to contact our support teams at a convenient time once they had acquired the necessary settings for their domain name to function as desired. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. Account management and maintaining correct product settings are a customer responsibility.The domain name worked as intended per the requests made by the complainant. GoDaddy cannot control the settings for third-party services. As such, GoDaddy is unable to accommodate the complainant’s request for a refund or compensation for potential lost revenue due to their third-party email not working.Additionally, GoDaddy is unable to allow a domain transfer until after the 60-day time frame from registration has passed. The domain will be available for transfer away on June 6, 2015, provided it remains in accordance with our registration agreement.We appreciate the complainant’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.EDUCATION:The complainant may find the following support articles helpful:Transferring Domain Names to Another Registrar: https://support.godaddy.com/help/article/3560/transferring-domain-names-to-anoth...⇄ Nameservers for Your Domain Names: https://support.godaddy.com/help/article/664/setting-nameservers-for-your-domain...⇄ 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.com14455 N. Hayden Rd. Suite 226Scottsdale, AZ 85260[redacted] Phone([redacted] Fax
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:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 27, 2014 the complainant registered the domain name in question for a one-year term via an online transaction and opted to add GoDaddy’s Protected Registration service. This is for the period ending June 27, 2015. Our Protected Registration service is the highest level of protection for a domain name that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled, transferred, or have their automatic renewal disabled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.On June 27, 2015 the complainant manually renewed the domain name registration for an additional one-year term. Following the renewal transaction, the complainant submitted a request to cancel the Protected Registration services. As the complainant did not include the necessary documentation to support their cancellation request, our Domain Services team responded accordingly with a request for the required identification documentation.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The Protected Registration service functioned as advertised; keeping the domain name from being canceled or transferred without proof of identification. As such, there are no applicable refunds with regards to the domain name registration or Protected Registration service in question.Our office has attempted to connect with the complainant via phone to discuss their concerns and provide clarity regarding the service they had purchased. However, our attempts have been unsuccessful. The complainant has been advised of what information is required to cancel the Protected Registration Service; it is their responsibility to submit this documentation. Once the proper documentation has been received and verified by our Domain Services team, the service may then be canceled. Education:The complainant may find the following articles helpful:What is Protected Registration? –https://support.godaddy.com/help/article/1286/what-is-protected-registrationC...⇄ Protected Registration? –https://support.godaddy.com/help/article/1292/canceling-protected-registratio...⇄ 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.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 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:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn September 4, 2013, the complainant registered the domain name in question for a two year term. This is for the period ending September 4, 2015.On September 4, 2015, GoDaddy was instructed to automatically renew the domain name in question per the complainant’s account preferences, and attempted to do so in a good faith effort to honor its agreements with the complainant. The complainant's financial institution declined payment(s). GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant.GoDaddy sent renewal notices prior to the expiration date on:• June 6, 2015 at 4:47 AM• July 6, 2015 at 8:13 AM• August 5, 2015 at 1:17 PM• August 20, 2015 at 10:14 AM• August 30, 2015 at 6:10 AMGoDaddy also sent notices after the expiration date on:• September 5, 2015 at 3:55 AM• September 9, 2015 at 4:49 AM• September 16, 2015 at 6:22 AMOn the day a domain name expires, in this case September 4, 2015, the complainant’s agreed and purchased term of domain registration ended. After the complainant's agreed and purchased term of domain registration ended GoDaddy (at our own cost) provided the complainant with a 42 day grace period to renew or redeem the name.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Account management and the renewal of products and services is solely a customer responsibility. While we make a best effort to partner in our customers’ successes, our customers must also be responsible for their actions or lack thereof. As a one-time exception, our office is willing to halve the normal $80.00 redemption fee, allowing the complainant to redeem the domain name for $40.00 plus the cost of a one-year registration renewal. This is a time-sensitive matter. To take advantage of this offer, the complainant must contact our office directly and while the domain name is still in an eligible status.The redemption would need to be completed in a timely manner to attempt to reasonably ensure the complainant is able to recover the domain.EDUCATION:The complainant may find the following information useful for future reference: What happens after domain names expire?: https://www.godaddy.com/help/what-happens-after-domain-names-expire-6700Can I renew my domain name after it expires?https://support.godaddy.com/help/article/609/can-i-renew-my-domain-name-...⇄ Name FAQ: https://www.godaddy.com/help/domain-name-faq-1497Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Mike L[redacted]Office of the CEO - [email protected][redacted]Scottsdale, AZ 85260
The response from GoDaddy.com, LLCis not in good faith and is based on false claims. GoDaddy.com, LLC
auctions team has not informed me of the required updates that need to be
made on my Payee account despite several email requests.GoDaddy.com,
LLC has not clarified what is invalid on my Payee account. My Payee information is correct and I have repeatedly asked GoDaddy.com to clarify which information is invalid to them as "I can not change my name, my address, bank account number or phone number" (related emails have been forwarded for reference).On September 23, 2015, GoDaddy.com claimed they successfully sent payment by Check according to my Payee information, but it turned out to be false promise as I never received it when the waiting period (1 month) elapsed.On November 05, 2015, GoDaddy.com wrote to me by email that they have stopped payment by Check, and then I provided my Bank account details on the Payee account. GoDaddy.com has not made it clear to me that the Bank account details that I have used for so long are invalid.On November 17, 2015, when I sent an email inquiring why the payment was not sent despite providing all the details, GoDaddy.com wrote to me by email that: "Thank you for contacting aftermarket support. I have sent your inquiry to our accounting department, we will update you once they are finished investigating. Please allow 5-7 days". However, when 7 days elapsed, GoDaddy.com could not reply emails concerning the same.
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:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domains By Proxy Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On February 1, 2008 the complainant purchased the Domain Name in question during an online transaction for a one year term. Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the service in question on year to year basis. The Domain Name has subsequently been renewed on the following dates:• March 9, 2009 for a two year term by the complainant.• February 4, 2011 for a one year term by the complainant.• January 1, 2012 for a one year term by the complainant.• February 2, 2013 for a one year term by GoDaddy per the complainant’s account settings.• January 7, 2014 for a one year term by the complainant.• February 2, 2015 for a one year term-by GoDaddy per the complainant’s account settings.Prior to the most recent renewal of the Domain Name in question GoDaddy sent multiple notices pre- and post-renewal to the complainant. GoDaddy must rely upon its customers for information that we would otherwise be unaware of, such as closing of their business or use of a new email address. Account management is a customer responsibility.The complaint contacted our Customer Care Center on April 4, 2015 regarding the most recent renewal of the Domain name in question to request a refund. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As a onetime exception to our Refund Policy we have provided the complainant with a refund of $21.40. Please allow 5 to 7 days for this to reflect with your financial institution. The complaint will maintain the responsibility to cancel the Domain Name in questionEDUCATION:The complainant might find the following support articles helpful in the future for managing their GoDaddy account:Managing Renewals for Products and Serviceshttps://support.godaddy.com/help/article/725/managing-renewals-for-produ...⇄ Your Account Information:https://support.godaddy.com/help/article/729/managing-your-account-i...⇄ Policyhttps://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.comGoDaddy.com[redacted]Scottsdale, AZ 85260
Thank you for the opportunity to address our customer’s additional concerns. GoDaddy will honor any valid promotional offers that customers receive from us. These offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. If a valid offer is utilized, our cart will adjust the price accordingly. GoDaddy has no control over any third party websites offering promotional codes that may have already expired. Offers located via a web search require customers to follow a specific path to redeem the offer. The offer will become invalid should a customer stray from this purchase path. It appears this is what occurred in our customer's case; our customer was viewing cached information stored within their browser. As a one-time exception, we have provided our customer with the desired refund, in the amount of $20.00 USD.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Terrible response. Barely relevant to the complaint. Please re-read the complaint and respond directly to the issues such as billing RECEIPT issued (rather than notice of auto pay upcoming) then some time later FAILED billing notice. Now I also see I'm FORCED to "auto renew" AND GoDaddy STORES MY INFO **AND** sets to AutoRenew even when I do NOT check the box to do so!! Also I can NOT DELETE payment methods, forced stored due to "auto renewing product". Terrible response, Terrible business practices! I'm happy to attach screen shots for ALL, and demonstrate live. Also GoDaddy did not include copy of this "AGREEMENT" and proof customer accepted it.Basically you're saying.. "we took your money because we can, and we know moving your domain name and content is a serious pain"In addition sending a FREE TEXT ALERT to customers is *super common* these days.
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 July 17, 2017, our customer purchased a Deluxe Managed WordPress plan for a 6-month...
term. On February 17, 2018, per our customer's account preferences, GoDaddy was instructed not to automatically renew the hosting plan and did not do so in good faith to honor its agreements with our customer. GoDaddy sent email notices about the expiration as well as the failed billings. GoDaddy provided 10 days of service at no cost following expiration and provided an additional 10 days of service in a suspended status. In total, 20 days of service without payment were provided prior to cancellation. The hosting was canceled on March 9, 2018 due to nonpayment.When a hosting account is cancelled, GoDaddy may retain the data for a limited time; the content is stored on servers that GoDaddy uses for disaster recovery. Per our terms of service (to which our customer agreed), it is our customer's responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. The reason we charge a recovery attempt fee not a punitive, rather, our administrators must perform data recovery work to see if the deleted content can be restored. If our customer has their own backups, no restore fee needs to be paid.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time courtesy, GoDaddy will reduce the restore fee from $150 to $75. If our customer wishes to restore their site, they will need to contact our support teams at 480-505-8877 to move forward.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 additional concerns.We stand by our previous response. On February 21, 2016, and April 2, 2016, our customer accessed their account and manually added Private Registration to the domain names in question via online transaction.Our customer has not contacted our support center at any time indicating there was ever an issue with their Private Registration service. GoDaddy provides its customers with full account access and the ability to cancel services or edit their account preferences at any time. Account management is solely a customer responsibility.As previously stated, only the latest renewal of Private Registration is eligible for refund. As a reminder, if our customer wishes to receive this refund, they will need to cancel the Private Registration service no later than March 6, 2018.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO – GoDaddy
Hi,I have reviewed the response from GoDaddy, and do not accept the response. Among the things that were not addressed were how a customer is supposed to measure the "inode limit," in addition to an "inode limit" not being mentioned anywhere upon point-of-sale (including the "agreements" linked to by GoDaddy in the last response, which did not include an "inode limit" when I read them upon ordering the service). The agreement I signed up under including web support, which GoDaddy pulled without informing myself (the customer) in the midst of my agreement, which should, ethically, be enough to null the service agreement and justify a full refund.GoDaddy defined the inode limit as a way to restrict the "number" of files allowed, but then mentioned that there was a single undeliverable e-mail that was causing a bulk of my inode usage, which does not match up with GoDaddy's definition of what an inode limit is. GoDaddy then mentioned that they made several changes to allow me to continue using my hosting account, including deleting the aforementioned "undeliverable e-mail" which was causing a "bounceback," however, my current inode limit is 220,000/250,000, and has been that way since I filed the Revdex.com complaint. That number drastically fluctuates towards the 250,000 limit whenever I work on the site, rendering the service unusable, and appears to have nothing to do with "number of files," as GoDaddy mentioned.For the record, I do not believe that the "undeliverable e-mail" ever existed (GoDaddy did not provide any details regarding said e-mail). Most of my e-mails I have set up are forwarders that only accept inbound e-mails, with only two mailboxes—neither of which I really use to send outbound e-mails). Regardless, I'm not sure how my "e-mail" accounts relates to the inode limit of my "hosting" account. On GoDaddy's website, they're two separate accounts.Thank you,
[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• GoDaddy Domain Registration Agreement• GoDaddy Website Builder AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 13, 2014 during an online transaction the complaint purchased GoDaddy’s Search Engine Visibility product. They did not complete the product set up and have requested a refund.RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy has no control over the complainant’s failure to complete the setup of their Search Engine Visibility plan. As a onetime exception to our refund policy we will refund the complainant the cost of Search Engine Visibility as an In-store credit.EDUCATION:EDUCATION: The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:Getting Familiar with Search Engine Visibilityhttps://support.godaddy.com/help/article/5323/getting-familiar-with-se...⇄ Refund Policyhttps://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.Kindest regards,[redacted]Office of the CEO
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 belowWhile GoDaddy did refund my money, it should not be my responsibility as the customer to request a refund after I cancelled an order. Common sense would dictate that if someone canceled an order, a refund should probably be sent. As for the replies when I contacted GoDaddy, sarcasm is not tolerated by me and no customer should have to be "talked down to" or educated like we are children. Professionalism goes a long way. It is very sad that GoDaddy lacks professionalism.
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 agreements upon conducting business with...
GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn August 26, 2013, our customer created their account and purchased via an online transaction a domain name registration for a two-year term. This was for a service period ending August 26, 2015. On August 27, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good-faith effort to honor its agreements with the customer. GoDaddy sent renewal notices prior to the expiration date on:• July 27, 2015 at 8:06 a.m. MST (30-day notice)• August 21, 2015 at 5:43 a.m. MST (5-day notice)• August 27, 2015 at 7:57 a.m. MST (Renewal receipt)These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. As no action was taken, GoDaddy automatically renewed our customer’s domain name for a two-year term. This is for a period ending August 26, 2017.GoDaddy provides customers with full control over the automatic renewal feature. Customers may manage this preference at any time within their GoDaddy account. Account management is a customer responsibility. On September 5, 2015 (10 days after renewal), our customer logged into their account and turned automatic renewal off for their domain name registration. They then contacted GoDaddy’s customer care team to request a refund. Per our Refund Policy, certain domain names (our customer’s included) that automatically renew for a multi-year term are only eligible for a refund if they are canceled within 5 days of their expiration date. As such, our customer’s request for a refund was declined.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. As GoDaddy is unable to receive a refund for the unused time on our customer’s domain name registration we are unable to refund our customer. As our customer has disabled the renewal preference on the domain name in question, GoDaddy will continue to honor its agreements and not attempt to renew the service upon expiration.EDUCATION:Our customer may find the following GoDaddy Help articles useful:Refund Policyhttps://support.godaddy.com/help/article/8849/refund-policyManaging Renewals for Products and Serviceshttps://www.godaddy.com/help/managing-renewals-for-products-and-services...⇄ friendly and knowledgeable customer care team is standing by to help our customers and can be reached at +1 480-505-8877 or by visiting https://www.godaddy.com/help for live chat, help articles, and more.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 - GoDaddy[redacted]Scottsdale, AZ 85260
Dear
Dispute Resolution Consultant,Thank
you for the opportunity to address and bring clarity to the additional concerns
presented by our customer. We have reviewed this matter and would like to present
the following.We
stand by our previous response. GoDaddy sent notices to our customer prior to
and after expiration. The notices are sent as a courtesy, and it is a
customer’s responsibility to ensure their products and services are renewed in
a timely fashion. The domain name correctly followed the normal expiration
life cycle, and was canceled due to non-payment. Another party has since
acquired the domain. As such, we consider this matter to be resolved.Thank you again for the
opportunity to address and bring clarity to the concerns presented by the
customer.Kindest
regards,[redacted] Office of the CEO – GoDaddy[redacted] Scottsdale, AZ 85260
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. GoDaddy's Verification Office has requested our customer provide credit/debit card information associated with a PayPal account they utilized for the transaction in question. Following multiple unsuccessful attempts made by GoDaddy’s Verification Office to connect with our customer to discuss the transaction, on December 26, 2017, the account was locked, the transaction refunded in full to the original payment method, and the service removed. Contrary to our customer’s understanding, they had not submitted the necessary information to ensure that the owner of the payment method has authorized the transaction.Thank you again for the opportunity to address the additional 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 concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On March 31, 2017, our customer contacted our 24/7 Customer Care Center to ask about...
the purchase of two SSL Digital Security Certificates made earlier the same day. While reviewing the account and situation as presented by our customer, our representative stated there was no indication of a call having taken place earlier in the day. This was confirmed by a Customer Care Supervisor as well. Our Supervisor confirmed there were no account notations to indicate an earlier call. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Upon review our office confirmed that while there had been a call earlier on the day of March 31, 2017, that representative had not accessed the account and no security verification had been completed. As a result no account notes were left. Aside from this matter, our customer’s desired outcome is unclear. Our office has issued a refund in the amount of $90.29 USD for an SSL certificate which was canceled during the second call made to our 24/7 Customer Care Center. 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 additional concerns. GoDaddy stands by its previous response. Ultimately, account management is a customer responsibility. On September 12, 2017 and October 25, 2017, following each renewal transaction in question, an order confirmation was sent to our customer using containing details of each transaction. Again, if our customer had changed their email address, GoDaddy had no way of knowing unless the customer informs us by updating their account(s). While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof. The domains in question are no longer refund eligible. If our customer no longer wishes to keep these domains they may explore the options previously suggested. Thank you again for the opportunity to address the additional concerns presented by our customer. Kindest regards, Mike L[redacted] Office of the CEO – GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer.We stand by our original response. Our customer experienced issues with the statistics portion of their Website Builder plan. The website remained active and visible.During multiple interactions, GoDaddy's support team was unable to provide our customer with an immediate answer or timeframe when the matter would be resolved. Once the problem was brought to our attention, our technical team worked diligently to resolve it. Additionally, GoDaddy support teams also offered to assist our customer with setting up [redacted] as an alternative until the matter was resolved. However, our customer declined.GoDaddy has attempted to work with our customer to the best of our ability and has since resolved the matter. GoDaddy does not compensate customers for potential lost income or revenue and has provided our customer with a one-month Website Builder service renewal at no cost as a goodwill gesture. GoDaddy is unable to provide any additional goodwill gestures in association with this matter.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 additional concerns. During the initial phone call with our representative on April 7, 2017, our customer was informed of what work GoDaddy would assist with and what they would need to complete on their end. Our customer accepted this and approved the hosting plan and content migration purchase. On April 10, 2017 our customer requested a reversion of services and a refund. All applicable refunds were processed. Again, the content migration was already in progress and therefore not eligible for refund.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[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:· Universal Terms of Service· Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 7, 2015, the complainant purchased two domain name registrations, each for a five-year term via an online transaction. When a new domain name is registered, a 60 day lock is placed on the domain from the governing body of the Internet, ICANN (Internet Corporation for Assigned Names and Numbers). ICANN imposes this lock to help protect domain name registrants from having their domains stolen or maliciously transferred. GoDaddy, and all ICANN accredited registrars, must follow this 60 day lock rule.On May 15, 2015 the complainant contacted our Customer Care teams with their third-party email provider for assistance with setting up their email correctly. Our agent assisted the complainant with updating their MX (Mail Exchange) records for a domain name to point to their third-party email services per the complainant’s request.On May 28, 2015 the complainant called our Customer Care team to discuss their third-party email not working. The complainant was informed they had made a modification to their domain settings by enabling domain forwarding. This domain setting change updated the IP Address and nameservers associated with that domain. GoDaddy is unable to forward visitors to a domain name if we do not control of the nameservers. An offer was made to assist the complainant with updating the nameservers for the associated domain to their third-party. However, the complainant did not have the nameserver information at the time required to make the update. They had the MX records but not the nameservers which is what they specifically wanted to update.The complainant also requested a callback and was informed that GoDaddy operates a 24/7 inbound Customer Care Center. The complainant was requested to contact our support teams at a convenient time once they had acquired the necessary settings for their domain name to function as desired. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. Account management and maintaining correct product settings are a customer responsibility.The domain name worked as intended per the requests made by the complainant. GoDaddy cannot control the settings for third-party services. As such, GoDaddy is unable to accommodate the complainant’s request for a refund or compensation for potential lost revenue due to their third-party email not working.Additionally, GoDaddy is unable to allow a domain transfer until after the 60-day time frame from registration has passed. The domain will be available for transfer away on June 6, 2015, provided it remains in accordance with our registration agreement.We appreciate the complainant’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.EDUCATION:The complainant may find the following support articles helpful:Transferring Domain Names to Another Registrar: https://support.godaddy.com/help/article/3560/transferring-domain-names-to-anoth...⇄ Nameservers for Your Domain Names: https://support.godaddy.com/help/article/664/setting-nameservers-for-your-domain...⇄ 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.com14455 N. Hayden Rd. Suite 226Scottsdale, AZ 85260[redacted] Phone([redacted] Fax
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:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 27, 2014 the complainant registered the domain name in question for a one-year term via an online transaction and opted to add GoDaddy’s Protected Registration service. This is for the period ending June 27, 2015. Our Protected Registration service is the highest level of protection for a domain name that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled, transferred, or have their automatic renewal disabled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.On June 27, 2015 the complainant manually renewed the domain name registration for an additional one-year term. Following the renewal transaction, the complainant submitted a request to cancel the Protected Registration services. As the complainant did not include the necessary documentation to support their cancellation request, our Domain Services team responded accordingly with a request for the required identification documentation.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The Protected Registration service functioned as advertised; keeping the domain name from being canceled or transferred without proof of identification. As such, there are no applicable refunds with regards to the domain name registration or Protected Registration service in question.Our office has attempted to connect with the complainant via phone to discuss their concerns and provide clarity regarding the service they had purchased. However, our attempts have been unsuccessful. The complainant has been advised of what information is required to cancel the Protected Registration Service; it is their responsibility to submit this documentation. Once the proper documentation has been received and verified by our Domain Services team, the service may then be canceled. Education:The complainant may find the following articles helpful:What is Protected Registration? –https://support.godaddy.com/help/article/1286/what-is-protected-registrationC...⇄ Protected Registration? –https://support.godaddy.com/help/article/1292/canceling-protected-registratio...⇄ 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.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 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:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn September 4, 2013, the complainant registered the domain name in question for a two year term. This is for the period ending September 4, 2015.On September 4, 2015, GoDaddy was instructed to automatically renew the domain name in question per the complainant’s account preferences, and attempted to do so in a good faith effort to honor its agreements with the complainant. The complainant's financial institution declined payment(s). GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant.GoDaddy sent renewal notices prior to the expiration date on:• June 6, 2015 at 4:47 AM• July 6, 2015 at 8:13 AM• August 5, 2015 at 1:17 PM• August 20, 2015 at 10:14 AM• August 30, 2015 at 6:10 AMGoDaddy also sent notices after the expiration date on:• September 5, 2015 at 3:55 AM• September 9, 2015 at 4:49 AM• September 16, 2015 at 6:22 AMOn the day a domain name expires, in this case September 4, 2015, the complainant’s agreed and purchased term of domain registration ended. After the complainant's agreed and purchased term of domain registration ended GoDaddy (at our own cost) provided the complainant with a 42 day grace period to renew or redeem the name.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Account management and the renewal of products and services is solely a customer responsibility. While we make a best effort to partner in our customers’ successes, our customers must also be responsible for their actions or lack thereof. As a one-time exception, our office is willing to halve the normal $80.00 redemption fee, allowing the complainant to redeem the domain name for $40.00 plus the cost of a one-year registration renewal. This is a time-sensitive matter. To take advantage of this offer, the complainant must contact our office directly and while the domain name is still in an eligible status.The redemption would need to be completed in a timely manner to attempt to reasonably ensure the complainant is able to recover the domain.EDUCATION:The complainant may find the following information useful for future reference: What happens after domain names expire?: https://www.godaddy.com/help/what-happens-after-domain-names-expire-6700Can I renew my domain name after it expires?https://support.godaddy.com/help/article/609/can-i-renew-my-domain-name-...⇄ Name FAQ: https://www.godaddy.com/help/domain-name-faq-1497Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Mike L[redacted]Office of the CEO - [email protected][redacted]Scottsdale, AZ 85260
The response from GoDaddy.com, LLCis not in good faith and is based on false claims. GoDaddy.com, LLC
auctions team has not informed me of the required updates that need to be
made on my Payee account despite several email requests.GoDaddy.com,
LLC has not clarified what is invalid on my Payee account. My Payee information is correct and I have repeatedly asked GoDaddy.com to clarify which information is invalid to them as "I can not change my name, my address, bank account number or phone number" (related emails have been forwarded for reference).On September 23, 2015, GoDaddy.com claimed they successfully sent payment by Check according to my Payee information, but it turned out to be false promise as I never received it when the waiting period (1 month) elapsed.On November 05, 2015, GoDaddy.com wrote to me by email that they have stopped payment by Check, and then I provided my Bank account details on the Payee account. GoDaddy.com has not made it clear to me that the Bank account details that I have used for so long are invalid.On November 17, 2015, when I sent an email inquiring why the payment was not sent despite providing all the details, GoDaddy.com wrote to me by email that: "Thank you for contacting aftermarket support. I have sent your inquiry to our accounting department, we will update you once they are finished investigating. Please allow 5-7 days". However, when 7 days elapsed, GoDaddy.com could not reply emails concerning the same.
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:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domains By Proxy Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On February 1, 2008 the complainant purchased the Domain Name in question during an online transaction for a one year term. Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the service in question on year to year basis. The Domain Name has subsequently been renewed on the following dates:• March 9, 2009 for a two year term by the complainant.• February 4, 2011 for a one year term by the complainant.• January 1, 2012 for a one year term by the complainant.• February 2, 2013 for a one year term by GoDaddy per the complainant’s account settings.• January 7, 2014 for a one year term by the complainant.• February 2, 2015 for a one year term-by GoDaddy per the complainant’s account settings.Prior to the most recent renewal of the Domain Name in question GoDaddy sent multiple notices pre- and post-renewal to the complainant. GoDaddy must rely upon its customers for information that we would otherwise be unaware of, such as closing of their business or use of a new email address. Account management is a customer responsibility.The complaint contacted our Customer Care Center on April 4, 2015 regarding the most recent renewal of the Domain name in question to request a refund. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As a onetime exception to our Refund Policy we have provided the complainant with a refund of $21.40. Please allow 5 to 7 days for this to reflect with your financial institution. The complaint will maintain the responsibility to cancel the Domain Name in questionEDUCATION:The complainant might find the following support articles helpful in the future for managing their GoDaddy account:Managing Renewals for Products and Serviceshttps://support.godaddy.com/help/article/725/managing-renewals-for-produ...⇄ Your Account Information:https://support.godaddy.com/help/article/729/managing-your-account-i...⇄ Policyhttps://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.comGoDaddy.com[redacted]Scottsdale, AZ 85260
Thank you for the opportunity to address our customer’s additional concerns. GoDaddy will honor any valid promotional offers that customers receive from us. These offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. If a valid offer is utilized, our cart will adjust the price accordingly. GoDaddy has no control over any third party websites offering promotional codes that may have already expired. Offers located via a web search require customers to follow a specific path to redeem the offer. The offer will become invalid should a customer stray from this purchase path. It appears this is what occurred in our customer's case; our customer was viewing cached information stored within their browser. As a one-time exception, we have provided our customer with the desired refund, in the amount of $20.00 USD.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Terrible response. Barely relevant to the complaint. Please re-read the complaint and respond directly to the issues such as billing RECEIPT issued (rather than notice of auto pay upcoming) then some time later FAILED billing notice. Now I also see I'm FORCED to "auto renew" AND GoDaddy STORES MY INFO **AND** sets to AutoRenew even when I do NOT check the box to do so!! Also I can NOT DELETE payment methods, forced stored due to "auto renewing product". Terrible response, Terrible business practices! I'm happy to attach screen shots for ALL, and demonstrate live. Also GoDaddy did not include copy of this "AGREEMENT" and proof customer accepted it.Basically you're saying.. "we took your money because we can, and we know moving your domain name and content is a serious pain"In addition sending a FREE TEXT ALERT to customers is *super common* these days.
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 July 17, 2017, our customer purchased a Deluxe Managed WordPress plan for a 6-month...
term. On February 17, 2018, per our customer's account preferences, GoDaddy was instructed not to automatically renew the hosting plan and did not do so in good faith to honor its agreements with our customer. GoDaddy sent email notices about the expiration as well as the failed billings. GoDaddy provided 10 days of service at no cost following expiration and provided an additional 10 days of service in a suspended status. In total, 20 days of service without payment were provided prior to cancellation. The hosting was canceled on March 9, 2018 due to nonpayment.When a hosting account is cancelled, GoDaddy may retain the data for a limited time; the content is stored on servers that GoDaddy uses for disaster recovery. Per our terms of service (to which our customer agreed), it is our customer's responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. The reason we charge a recovery attempt fee not a punitive, rather, our administrators must perform data recovery work to see if the deleted content can be restored. If our customer has their own backups, no restore fee needs to be paid.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time courtesy, GoDaddy will reduce the restore fee from $150 to $75. If our customer wishes to restore their site, they will need to contact our support teams at 480-505-8877 to move forward.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Please find attached the information about my account. I had to add $800 to buy the domain that you sold me but didnt have !!!
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. On February 21, 2016, and April 2, 2016, our customer accessed their account and manually added Private Registration to the domain names in question via online transaction.Our customer has not contacted our support center at any time indicating there was ever an issue with their Private Registration service. GoDaddy provides its customers with full account access and the ability to cancel services or edit their account preferences at any time. Account management is solely a customer responsibility.As previously stated, only the latest renewal of Private Registration is eligible for refund. As a reminder, if our customer wishes to receive this refund, they will need to cancel the Private Registration service no later than March 6, 2018.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO – GoDaddy
Hi,I have reviewed the response from GoDaddy, and do not accept the response. Among the things that were not addressed were how a customer is supposed to measure the "inode limit," in addition to an "inode limit" not being mentioned anywhere upon point-of-sale (including the "agreements" linked to by GoDaddy in the last response, which did not include an "inode limit" when I read them upon ordering the service). The agreement I signed up under including web support, which GoDaddy pulled without informing myself (the customer) in the midst of my agreement, which should, ethically, be enough to null the service agreement and justify a full refund.GoDaddy defined the inode limit as a way to restrict the "number" of files allowed, but then mentioned that there was a single undeliverable e-mail that was causing a bulk of my inode usage, which does not match up with GoDaddy's definition of what an inode limit is. GoDaddy then mentioned that they made several changes to allow me to continue using my hosting account, including deleting the aforementioned "undeliverable e-mail" which was causing a "bounceback," however, my current inode limit is 220,000/250,000, and has been that way since I filed the Revdex.com complaint. That number drastically fluctuates towards the 250,000 limit whenever I work on the site, rendering the service unusable, and appears to have nothing to do with "number of files," as GoDaddy mentioned.For the record, I do not believe that the "undeliverable e-mail" ever existed (GoDaddy did not provide any details regarding said e-mail). Most of my e-mails I have set up are forwarders that only accept inbound e-mails, with only two mailboxes—neither of which I really use to send outbound e-mails). Regardless, I'm not sure how my "e-mail" accounts relates to the inode limit of my "hosting" account. On GoDaddy's website, they're two separate accounts.Thank you,
[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• GoDaddy Domain Registration Agreement• GoDaddy Website Builder AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 13, 2014 during an online transaction the complaint purchased GoDaddy’s Search Engine Visibility product. They did not complete the product set up and have requested a refund.RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy has no control over the complainant’s failure to complete the setup of their Search Engine Visibility plan. As a onetime exception to our refund policy we will refund the complainant the cost of Search Engine Visibility as an In-store credit.EDUCATION:EDUCATION: The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:Getting Familiar with Search Engine Visibilityhttps://support.godaddy.com/help/article/5323/getting-familiar-with-se...⇄ Refund Policyhttps://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.Kindest regards,[redacted]Office of the CEO
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 belowWhile GoDaddy did refund my money, it should not be my responsibility as the customer to request a refund after I cancelled an order. Common sense would dictate that if someone canceled an order, a refund should probably be sent. As for the replies when I contacted GoDaddy, sarcasm is not tolerated by me and no customer should have to be "talked down to" or educated like we are children. Professionalism goes a long way. It is very sad that GoDaddy lacks professionalism.
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 agreements upon conducting business with...
GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn August 26, 2013, our customer created their account and purchased via an online transaction a domain name registration for a two-year term. This was for a service period ending August 26, 2015. On August 27, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good-faith effort to honor its agreements with the customer. GoDaddy sent renewal notices prior to the expiration date on:• July 27, 2015 at 8:06 a.m. MST (30-day notice)• August 21, 2015 at 5:43 a.m. MST (5-day notice)• August 27, 2015 at 7:57 a.m. MST (Renewal receipt)These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. As no action was taken, GoDaddy automatically renewed our customer’s domain name for a two-year term. This is for a period ending August 26, 2017.GoDaddy provides customers with full control over the automatic renewal feature. Customers may manage this preference at any time within their GoDaddy account. Account management is a customer responsibility. On September 5, 2015 (10 days after renewal), our customer logged into their account and turned automatic renewal off for their domain name registration. They then contacted GoDaddy’s customer care team to request a refund. Per our Refund Policy, certain domain names (our customer’s included) that automatically renew for a multi-year term are only eligible for a refund if they are canceled within 5 days of their expiration date. As such, our customer’s request for a refund was declined.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. As GoDaddy is unable to receive a refund for the unused time on our customer’s domain name registration we are unable to refund our customer. As our customer has disabled the renewal preference on the domain name in question, GoDaddy will continue to honor its agreements and not attempt to renew the service upon expiration.EDUCATION:Our customer may find the following GoDaddy Help articles useful:Refund Policyhttps://support.godaddy.com/help/article/8849/refund-policyManaging Renewals for Products and Serviceshttps://www.godaddy.com/help/managing-renewals-for-products-and-services...⇄ friendly and knowledgeable customer care team is standing by to help our customers and can be reached at +1 480-505-8877 or by visiting https://www.godaddy.com/help for live chat, help articles, and more.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 - GoDaddy[redacted]Scottsdale, AZ 85260
Dear
Dispute Resolution Consultant,Thank
you for the opportunity to address and bring clarity to the additional concerns
presented by our customer. We have reviewed this matter and would like to present
the following.We
stand by our previous response. GoDaddy sent notices to our customer prior to
and after expiration. The notices are sent as a courtesy, and it is a
customer’s responsibility to ensure their products and services are renewed in
a timely fashion. The domain name correctly followed the normal expiration
life cycle, and was canceled due to non-payment. Another party has since
acquired the domain. As such, we consider this matter to be resolved.Thank you again for the
opportunity to address and bring clarity to the concerns presented by the
customer.Kindest
regards,[redacted] Office of the CEO – GoDaddy[redacted] Scottsdale, AZ 85260
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. GoDaddy's Verification Office has requested our customer provide credit/debit card information associated with a PayPal account they utilized for the transaction in question. Following multiple unsuccessful attempts made by GoDaddy’s Verification Office to connect with our customer to discuss the transaction, on December 26, 2017, the account was locked, the transaction refunded in full to the original payment method, and the service removed. Contrary to our customer’s understanding, they had not submitted the necessary information to ensure that the owner of the payment method has authorized the transaction.Thank you again for the opportunity to address the additional 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 concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On March 31, 2017, our customer contacted our 24/7 Customer Care Center to ask about...
the purchase of two SSL Digital Security Certificates made earlier the same day. While reviewing the account and situation as presented by our customer, our representative stated there was no indication of a call having taken place earlier in the day. This was confirmed by a Customer Care Supervisor as well. Our Supervisor confirmed there were no account notations to indicate an earlier call. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Upon review our office confirmed that while there had been a call earlier on the day of March 31, 2017, that representative had not accessed the account and no security verification had been completed. As a result no account notes were left. Aside from this matter, our customer’s desired outcome is unclear. Our office has issued a refund in the amount of $90.29 USD for an SSL certificate which was canceled during the second call made to our 24/7 Customer Care Center. 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 additional concerns. GoDaddy stands by its previous response. Ultimately, account management is a customer responsibility. On September 12, 2017 and October 25, 2017, following each renewal transaction in question, an order confirmation was sent to our customer using containing details of each transaction. Again, if our customer had changed their email address, GoDaddy had no way of knowing unless the customer informs us by updating their account(s). While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof. The domains in question are no longer refund eligible. If our customer no longer wishes to keep these domains they may explore the options previously suggested. Thank you again for the opportunity to address the additional concerns presented by our customer. Kindest regards, Mike L[redacted] Office of the CEO – GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer.We stand by our original response. Our customer experienced issues with the statistics portion of their Website Builder plan. The website remained active and visible.During multiple interactions, GoDaddy's support team was unable to provide our customer with an immediate answer or timeframe when the matter would be resolved. Once the problem was brought to our attention, our technical team worked diligently to resolve it. Additionally, GoDaddy support teams also offered to assist our customer with setting up [redacted] as an alternative until the matter was resolved. However, our customer declined.GoDaddy has attempted to work with our customer to the best of our ability and has since resolved the matter. GoDaddy does not compensate customers for potential lost income or revenue and has provided our customer with a one-month Website Builder service renewal at no cost as a goodwill gesture. GoDaddy is unable to provide any additional goodwill gestures in association with this matter.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 additional concerns. During the initial phone call with our representative on April 7, 2017, our customer was informed of what work GoDaddy would assist with and what they would need to complete on their end. Our customer accepted this and approved the hosting plan and content migration purchase. On April 10, 2017 our customer requested a reversion of services and a refund. All applicable refunds were processed. Again, the content migration was already in progress and therefore not eligible for refund.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy