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  1. #1
    Join Date
    Mar 2003
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    Godaddy's decision to remove email support

    I rarely have to contact Godaddy because I only use them as domain registrar. Now I need to ask a question with a domain and found out the only way I can do so is with phone support (or chat that's not 24/7). It's been 30 minutes and I still can't get through the phone line. Am I the only one who actually prefers email/ticket support vs phone support? The "good enough" support before is now worse than ever.

  2. #2
    In theory phone support would be much better than mail support... and I say in theory because if you have to wait for hours to get in touch via the phone then you're better off waiting for an email reply.

    But that's GoDaddy for you, finding new ways to disappoint you everyday.
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  3. #3
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    Are you sure that they do not respond to emails? Is there any way to open a support ticket?
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  4. #4
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    Quote Originally Posted by HostColor View Post
    Are you sure that they do not respond to emails? Is there any way to open a support ticket?
    They removed it completely

    Dear GoDaddy Customer,

    We received your inquiry, but need you to resubmit your request through one of these other methods:

    • Visit: support.godaddy.com for help articles and more
    • Call: 24/7 Support at (480) 505-8877

    You should not expect to receive a response to your previous email.
    I always thought Godaddy was good enough despite the "horror" stories but the decision to get rid of email support has cemented it even further.

  5. #5
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    Well... you must go through their phone support anyway. So just be patient, go thought it and move your services elsewhere. I do not consider appropriate a any provider of intangible services or dot-com products to require its customers to use phone support only? It does not make sense.
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  6. #6
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    Ha! That's hilarious. I hope this is only for your specific query because if this is a blanket move for all customer problems then it's going to be a huge problem for a lot of people. Imagine trying to explain hosting problems over the phone to an American who can't understand your accent? Or maybe they've outsourced it all to Indians who will read from a script!

    Oh and the cost of international calls!

  7. #7
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    Quote Originally Posted by Website themes View Post
    Ha! That's hilarious. I hope this is only for your specific query
    This is standard across all products

  8. #8
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    Removing email/ticket support? Are they drunk?

    That's absolutely insane. I myself much prefer emails/tickets to live chat and phone support, as does the OP.
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  9. #9
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    Nov 2002
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    Wonderful. Now instead of canned responses, we get to hear someone tell us there's nothing they can do.

    GoDaddy blacklists ranges like it's a bodily function, yet when I've called to have it fixed, they require a copy of the bounce + headers ... sent to them in an email.

    I guess that means they'll also be setting up call centers for every spoken language on the planet, as well as dedicated TTY support for the hearing impaired...?

    Genius.
    Last edited by Johnny Cache; 11-21-2014 at 06:45 AM.

  10. #10
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    Hold on a minute. I think I understand what's going on. They are trying to get people on the phone so that they can sell them more stuff! Same old godaddy tricks! Upselling doesn't work as well via a support ticket system because you have time to mull things over. On the phone they can try all sorts of selling tricks.

  11. #11
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    Apr 2013
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    Hi prefer customers to call because its faster to get there problem sorted. But we do offer support tickets if they want to email instead.
    Been running a successful independent web hosting company for over 13 years

  12. #12
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    Quote Originally Posted by Website themes View Post
    Upselling doesn't work as well via a support ticket system because you have time to mull things over. On the phone they can try all sorts of selling tricks.
    Good point.

    Ya know, if they're going to force us to work with their phone drones, at least give us a toll-free number to call. It's been 15 years now - I think they can afford to give us one reason to not loathe them, especially if it's all just a mechanism to sell a few more $3.00 unlimited everything accounts...

  13. #13
    Join Date
    Sep 2003
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    India
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    Just found same stuff even on my country - https://in.godaddy.com/
    I prefer ticket support or live chat compared to phone support !

    I feel more safer to authenticate my account on web.. rather then provide account details to verify my account with a customer support person on phone..
    It becomes difficult for end-user to keep a record for telephonic conversation + it costs

    Edit: Did Godaddy made an official announcement about same anywhere ?
    Last edited by san-deep; 11-21-2014 at 07:25 AM. Reason: Edit: Did Godaddy made an official announcement about same anywhere ?
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  14. #14
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    Oct 2007
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    I still prefer email support/support ticket, at least support agent can take his time to troubleshoot instead of letting me waiting on the phone.

    I experience calling them via skype, support agent knowledge is limited, and after I explain my problem support agent not understand my issue

    I am asking some A record and cname issue, which I would like to point my domain to others server. Support agent keep asking me whether we I need hosting services. When I said no, support agent seem like try to not understand my question and keep asking me to check with my hosting provider.

  15. #15
    Quote Originally Posted by san-deep View Post
    Just found same stuff even on my country -
    I prefer ticket support or live chat compared to phone support !

    I feel more safer to authenticate my account on web.. rather then provide account details to verify my account with a customer support person on phone..
    It becomes difficult for end-user to keep a record for telephonic conversation + it costs

    Edit: Did Godaddy made an official announcement about same anywhere ?
    Hey there,

    First off we appreciate everyones feedback on our support options. You can live chat with us instead of calling, located on our support site. I believe you need to choose USA as the country for the time being. Our email support repeatedly came in last for customers who rated their preferred method of support. We are open 24/7 still via phone and you can also tweet us at @godaddyhelp. Again thanks to everyone for your feedback on our support options, we will continue to take review these options going forward.

    ^Colby
    GoDaddy Social Team

  16. #16
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    Both telephone and live chat are highly inefficient for the customer. Composing an email takes a few minutes, and then you can get on with your life while you're waiting for somone to reply (and they, in turn, can get on with other things after they have fired off their reply)

    With live chat you just sit there and sit there and sit there while you are waiting for the agent to read what you've written, and then you type a few more lines, and then you sit there watching paint dry again waiting for their next response. A complete waste of time. (I've had to do it with Ebay a few times recently - a nightmare). Telephone can be made to be more efficient, but only if (a) you get straight through to an agent and (b) you and the agent speak the same variety of the same language and (b) the agent knows their job - which a lost of call centre agents don't.

    I avoid companies that don't offer email support.

    Fortunately I don't have any domain names with Godaddy. If I did I'd be asking for transfer codes tomorrow!

  17. #17
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    470
    Quote Originally Posted by ColbyGDSocial View Post
    We are open 24/7 still via phone
    I think the issues here are:

    - The phone wouldn't connect every time I try.
    - If it was working, there is a waiting time
    - Many of us would prefer to wait via email, instead of waiting/holding the phone trying to connect

  18. #18
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    2,677
    Quote Originally Posted by ColbyGDSocial View Post
    Hey there,

    First off we appreciate everyones feedback on our support options. You can live chat with us instead of calling, located on our support site. I believe you need to choose USA as the country for the time being. Our email support repeatedly came in last for customers who rated their preferred method of support. We are open 24/7 still via phone and you can also tweet us at @godaddyhelp. Again thanks to everyone for your feedback on our support options, we will continue to take review these options going forward.

    ^Colby
    GoDaddy Social Team
    Are you recording these calls/chats so they can be filed with the customers history? One of the biggest causes of frustration when dealing with live support is having to re-explain every step of they way, and for each person you talk to getting a completely different answer. Then when you try to tell them what the last person said, they say either they were wrong or you misunderstood. Ticket support resolves both of these in most cases.

    In a situation such as domains/hosting, it is imperative you have a recorded history of the problem to be able to resolve it correctly. Your NPS scores are going to drop like the US stock market circa 2008 with this new approach. In 2014 phoning/chat only support is just out of touch with where technology is heading. Phones are being used less and less in favor of messaging. You don't offer 24/7 chat, and only offer it to the US currently so that wipes out a number of your customers off the bat. I would guess this idea has a project "name" attached to it that some bean counter thought was a great way to reduce support costs. Project "crashing donkey" would be apt maybe stickout. (And for the record I have a significant number of domains @ godaddy and up till now have not needed to contact support once, let's hope that continues).

  19. #19
    Just wait until GoDaddy gets a client who needs help that can neither talk nor hear, and thus cannot use a telephone or skype.. :-D.

    Should be interesting!

  20. #20
    Join Date
    Apr 2013
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    1,764
    They will remove phone support in second level and clients should write letter and post it to their address

  21. #21
    Quote Originally Posted by HostColor View Post
    I do not consider appropriate a any provider of intangible services or dot-com products to require its customers to use phone support only? It does not make sense.
    Exactly, if your going to have phone support AT LEAST have an email option for when your not available on the phone or if your customers mode of communication is not best done over the phone is another IMPORTANT reason to always have email support available.

  22. #22
    This is really interesting - and on a lot of levels - we are going to see a shift in hosting. support, management, services are where the real costs are in this business and godaddy is saying it pretty clearly. customer expectations are so high, and budgets are so low (and all us service providers did this to ourselves by trying to compete on price and treating a service like a commodity).

    Its already gone this way with the big cloud providers (think amazon as an example) where there is zero support unless you pay a massive premium.

    godaddy is now saying, hey, we built out a full KB that addresses 99% of inquiries, so, use that, otherwise, if your issue is actually the 1% where you need something not in our KB or documentation - then fine, call us. They fully expect delays in phone/chat to start and fully expect a transition period where they "train" their customers to be more self service. its their only real path to long term viablity of that model (would wager EIG goes down this road next)

    times are getting interesting - but, this isnt a surprise - we have been trying to explain the economics of this business for years and how unsustainable the support requirements and corresponding pricing expectations are in the market. it has already started to correct, where support and service levels are now dictating price of the overall service - but wow, seeing this dramatic and clear of an indication from a big box provider like godaddy is very very telling.
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  23. #23
    Quote Originally Posted by Matt View Post
    Are you recording these calls/chats so they can be filed with the customers history? One of the biggest causes of frustration when dealing with live support is having to re-explain every step of they way, and for each person you talk to getting a completely different answer. Then when you try to tell them what the last person said, they say either they were wrong or you misunderstood. Ticket support resolves both of these in most cases.

    In a situation such as domains/hosting, it is imperative you have a recorded history of the problem to be able to resolve it correctly. Your NPS scores are going to drop like the US stock market circa 2008 with this new approach. In 2014 phoning/chat only support is just out of touch with where technology is heading. Phones are being used less and less in favor of messaging. You don't offer 24/7 chat, and only offer it to the US currently so that wipes out a number of your customers off the bat. I would guess this idea has a project "name" attached to it that some bean counter thought was a great way to reduce support costs. Project "crashing donkey" would be apt maybe stickout. (And for the record I have a significant number of domains @ godaddy and up till now have not needed to contact support once, let's hope that continues).
    We do record the live chat transcripts and our agents notate your account so that follow up inquires can go more smoothly and have previous ones referenced. We thank you for your feedback and will look into expanding our chat and support services further.

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    Last edited by bear; 12-09-2014 at 05:08 PM.

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