There is no doubt that the people of Godaddy read my post from yesterday. Immediately after writing the post the phone started ringing. My account rep started off by saying they were going to do everything they could to try and get the domain but even if they couldn’t they would give me my money back. Sounds gracious except for one thing. But before I get to that let me say this.
Godaddy has changed the auction system so this will not happen again. A Godaddy to Godaddy domain will INSTANTLY change hands within 5 days of payment. Automatically. No buttons to to push. No procedures to follow. Payment is within the week and things like this should be a thing of the past. I will also say that there is no doubt my account rep was told to get on it and make it right. The people from above took this seriously (I’m guessing Paul Nicks was one but haven’t heard from his personally) and they made sure it was taken care of one way or another. And for that I am appreciative. Would this all have happened if I didn’t have a blog or written this post? I would like to think it would have regardless, but evidence shows the post was a wake up call. Prior to the post their was very little action. I have always felt like Godaddy employees have to deal with so many people day in and day out that they tend to go through the motions. It’s human and I’m not blaming. It’s the reason this started in the first place. I went through the motions without the details of checking to see if a domain had made it to my account. The employees were doing the same thing. My account rep may not have even been my rep at the time of this incident but he has done his job. Above and beyond? I’m not sure they are allowed to go above and beyond. I think everything they say and do is scripted. From the opening statement of “I would like you to be made aware this phone call is being recorded from training and quality service” everything is based on routines. But that is a fair way to do business with a company of that size. Fortunately, the automation process will take out the risk to the customers, but it needs to be a tool that allows the process to improve, not to take out the personal customer service and attention that all customers deserve. When you rely on your customers to make you aware of your problems you have a big problem of your own. And for those of you that thought it was nice that Godaddy gave me my money back there is something I didn’t share with you.
The customer that I had purchased the domain from had refunded the money within several weeks of my payment. Godaddy took the money back and never let me know that it had been refunded. It was something that nobody even knew at Godaddy until the other side told them. It was only yesterday that they double checked the accounting records and saw that he was correct. So I may have been 7 months late on checking on a domain, it all would never have happened if I had received a simple email saying my money had been refunded and that I would not be receiving the domain. So don’t think they are going above and beyond, they were simply giving me my money back, not taking money out of their own pocket. But again, I repeat. Mistakes happen and they’ve realized theirs and instituted a safer, more efficient, transfer system for auction sales. They’ve are now doing everything right and I can’t ask for anything more. I live by a few simple rules. It’s not the mistake but how you handle it that will determine your success. The other. I’d rather have a bottle in front of me than a frontal lobotomy. Both mantras help me get through.