I’m a patient person, but there’s only so long I can spend on hold. Part of my Friday was spent on hold. About three years ago I changed job, spent 21 minutes on hold ringing the tax office trying to get a new certificate and I nearly lost my mind. I used to work broadband support for AOL and hated putting people on hold for any length of time (and rarely did).
That’s why I’m giving the GoDaddy phone support a thumbs up.
I’ve had occasion to ring them in the past, perhaps a year ago or more, when average waiting time could be 10-15 minutes, everything was call > email > call > email > call at an unusual hour (like your mobile ringing after 9pm, given the time difference).
I’ve no idea where the call terminated today but I popped their US sales support number into Skype for a phone call around 11am or so. My reason being that a .eu domain I had registered had slipped by me a week ago and had gone into ‘Quarantine’, according to the EURid whois.
So I dial out, punch through the menu, select sales support, punch in my existing customer number and I’m immediately speaking to an operator. The chap in question, Nick, was quite helpful. I explained the domain had lapsed, was in the redemption period and had disappeared out of my customer account. No problem he says, only been a few days so we’ll charge you the original price for the domain and you’re all set.
Is this now the normal for GoDaddy, that their phone support be so prompt? Or did I just happen to catch them opening the doors? Lord knows in working for AOL there’d be a string of people on hold at 8am in the morning when the phone lines opened.
Had the same very positive experience with GoDaddy Support recently too. They seem to be on the ball.
If the domain was in quarantine then GoDaddy will have made a loss on the renewal, as they would have been charged the renewal fee + the remove from quarantine fee.
Fair play to them so. Not as cheap as the current Blacknight offer, but my invoice reads something akin to ‘quick redemption fee’ equivalent to original domain cost.
In quarantine since November 6th so less than a week – would they still be charged the full fee?
Ken – It’s a sore point with registrars, but yes. We all have to pay the same fee for removing a .eu from quarantine. I guess they figure it’s cheaper to pay the fee and retain the client until Eurid change their policy.. though I wouldn’t be holding my breath!