GoDaddy have put the final nails in their own coffin I suspect – despite some pretty horrific technical glitches and some questionable activities by their founder, I continued to use and recommend GoDaddy for one simple reason: their technical support was excellent.
As of a few days ago, they suspended all Ticket and Email based support in favour of phone or chat support. The problem with this is you spend 50% of your time re-explaining the same stuff each time you make contact and if you get cut off or have to leave before your allotted time in the Support Hold of Infinite Time (or ‘S.H.I.T.’) , you have to start all over again.
Why oh Why?
So why would GoDaddy decide to commit business suicide? I can only assume they are just too busy. Nick Fuller of GoDaddy was quoted as saying:
After reviewing customer behavior and satisfaction scores we decided we could better serve people in ways they were telling us work better for them.
Customers love the ‘real time’ support experience. Email is not instantaneous and in fact many in the industry are putting an end to their email service as well because fewer than half of tech customers believe their problem can be solved by email – it’s sort of going the way of the cassette tape.
I suspect the reason that less than half of their customers are keen on email is because the vast majority of queries are likely to be simple ones by laymen, e.g. ‘how do I set-up my email in Outlook’ and password resets. The thing is the really technical problems require a history or thread to work through and will generally require multiple ‘visits’ to get fixed. Now, if I have to call up GoDaddy and wait 45 minutes each time I want an update, I’m going to spend days resolving problems such as them screwing up a server side component I’m using or GoDaddy screwing up my DNS again.
Needless to say I wont be recommending GoDaddy anymore!