I came up with a new game to entertain myself, and help others: The Support Game.

Essentially what happens is I phone up a support service, and ask ‘unusual’ questions. How well are support staff trained, and can they deal with a difficult customer?

Today I phoned up Godaddy, and was aided by Damien. The first thing to note is that he did not tell me his name until the end of the conversation when I asked. How impersonal !

I begun by disputing their ‘All conversations will be recorded’ process, asking if there was a secure line where such was not true. I did not want my conversation, and details of my domain names to be heard by anyone except Damien. His response was ‘No’. I pushed for an explanation, and was given ‘Training, and Security’. I stated that my request was in the interest of the security of my (made up) portfolio of 30,000 domain names. Nothing.

I went on to question what kind of manager was provided for such large portfolios, and was given a vague description of the portfolio manager that everyone gets. I felt no un-exclusive.

I probed as to whether Godaddy support staff were given a line to tell potential customers, as to why they should choose Godaddy over anyone else. Godaddys’ line is “24 hour support including holidays, free hosting deals, and bulk prices”. I made the point that near all registrars have that, but apparently they do not.. not many do. Damien has spoken.

Question 4 inquired about the ridiculous ‘Administrative Fees’ Godaddy like to charge for absolutely nothing. I for one was charged $200 in 2006. 4 of my Godaddy names were listed at tdnam. I then renewed them, Godaddy didnt remove the names, they sold. I was charged $200 in fees for non-sales of domains which GODADDY listed !
Another similar case, was one whereby a user had a UDRP filed against him, and was charged $29 without his permission for the honor.

The response to this was that Godaddy do not charge administrative fees without reason, and that fees are only charged for WIPO claims after GoDaddy have done an investigation. I.E Godaddy gives themselves a right they do not have to charge you based on their opinion. That is reason enough to avoid Godaddy.

He completely avoided my question about the seclists.org fiasco.

Fortunately for me, If I were to move my 30,000 domains over, they ‘might’ be able to get me an account manager.. Oh dear oh dear.

Check out Nodaddy for more reasons to avoid Godaddy.