GoDaddy – Customer service done right

by Stephanie Rewis on April 16, 2006

How many times have I complained, or read the complaints of others, related to various company's poor customer service? If you enjoy that kind of thing, move on. This time, I wanted to take the opportunity to acknowledge some web goodness.

The back story is, I've used GoDaddy to purchase domain names for my clients since about 2000. I've never had anything but good things to say about them. They're inexpensive, I rarely have a problem, and when I have one they get it resolved very quickly.

Currently, I have no domain issues. So I was surprised to hear from them by phone last week. Thinking there might be something I was unaware of, I returned their call (the woman who called me was Sue, and she specifically asked that I ask for her when I called back). The number rang me in to the “Customer Appreciation” Department. Hmmmm… sounds kinda hokey. Like Newspeak from 1984 or something. Was I ever wrong…

If everyone at GoDaddy is as friendly, helpful and personable as Sue, they've got it made. Sue thanked me for my years of being a customer, told me how many domains were in my account and proceeded to tell me about several ways I was unaware of that I could recieve discounts on things I was already doing at GoDaddy. Sure, she also told me about some of their other services (none of which I needed), and when I declined she moved right along. No hard sell.

The best part was – she sent me her personal email address. I now have direct access to Sue for any issue I might have. Heck, she'll even purchase domains for me if I don't want to log in and do it myself. I think Sue may be my new best friend — at least she made me feel that way. ;) Very valued, appreciated and listened to. Sue rocks! Point me to another good sized company who routinely make their customers feel like something more than a basic household pest! I'm sure they exist, but I haven't run into them lately.

Thanks again, Sue — and kudos to GoDaddy for having such a great team.

{ 8 comments… read them below or add one }

Mike Rankin April 16, 2006 at 11:00 pm

I’ve had similar experiences with them. Plus, Bob rocks!

It really makes you wonder how Network Solutions stays in business when you compare the two companies’ customer service.

Chris B April 16, 2006 at 11:18 pm

I think GoDaddy may finally be trying to make up for having one of the worst reputations in the history of business, I have been in the business of web solutions in the UK for over 6 years, during that time I have heard nothing but bad things about GoDaddy. Sorry, but no amount of sweet phone calls will change anything for me or my associates.

Stef. April 17, 2006 at 12:02 am

That’s a shame… I have been with them for six years and have had nothing but good experiences. Sorry the UK isn’t the same for you.

I loved ‘em before the phone call though. ;)

Tom Muck April 17, 2006 at 9:01 am

As a side note, most of the people spamming this blog are using GoDaddy hosting and their Domains By Proxy service. I have tried to get GoDaddy to take some action, but have been unsuccessful. We are talking about thousands of spams.

Mike April 17, 2006 at 9:48 am

That seems like more of a problem with the blog software than the registrar. If you disable out-bound links in comments and add a simple capcha, the spam posts evaporate.

Tom April 17, 2006 at 10:19 am

We get almost zero successful spam. The spam domains are captured and whois is looked up for every one. The GoDaddy domains of notorious spammers use the GoDaddy Domains by Proxy service which hides the details of the spammer.

Gabe da Silveira April 18, 2006 at 4:50 pm

FYI, I had a great customer service experience with NewEgg. I bought 2GB of cheap RAM from them for my new Intel Mini. The memory worked great for a couple weeks before I got a kernel panic. Running memtest I found both the modules had a few bad bits on them. Luckily (or unluckily) the lower module only had 1 or 2 that failed intermittently… that’s why the machine lasted for so long. The second one was failing pretty reliable on at least 4 different locations.

So I put in an RMA to get replacement modules. But on second thought I decided to just spend an extra $150 and get Crucial RAM instead. Problem was that my RMA was for replacement rather than refund, and you can’t change that or get a new RMA. One of the reasons I originally chose replacement rather than refund was because they normally charge a 15% restocking fee for cash refunds.

Well, I emailed them to see if they could cancel the RMA so I could just get a refund RMA instead. They emailed back within 24 hours saying they had changed the RMA to refund, and also that due to my circumstances they would waive the restocking fee. Hell yeah! It made me feel a little guilty that I already ordered my Crucial RAM direct from Crucial rather than from New Egg, but they’ve pretty much guaranteed that my next purchase will be from them.

Deb April 22, 2006 at 6:44 pm

Right now is Saturday April 22nd, at 5:35PM. I live in Chicago.

All my GoDaddy served sites are offline, as is all GoDaddy sites.

Hmmmm. I’ll have to use 411 on the telephone to see wat is up, since all customer service sites are down and I don’t have access to their phone numbers!! Ha! This is pretty funny, given I thought I loved GoDaddy, until today.

At least a bulk email from them would be nice.

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