By Gabriel Princewill-
Go daddy has been put on the hot seat over an unsatisfactory service with this publication , after a number of legitimate complaints we have made over recent failings of theirs.
The giant global online company which hosts our site and several others have been found wanting with respect a number of issues connected to The Eye Of Media.Com. Godaddy staff are generally very courteous, but we have found too many discrepancies in their professional delivery that has led to cause for concern. There is clearly an inconsistent level of expertise with Godaddy which needs to be addressed. Go daddy staff have been helpful in more cases than not over the our dealings with them in the past few years, but the failings of the last few weeks has been deepl;y troubling
. Last week , all the contents on our site were completely wiped out due to an error caused by Godaddy staff, according to information given to us by Godaddy themselves. Our pictures, social media buttons, and the configuration on the right hand side of our site was down for two days. A number of their staff tried to get us to pay $80 to fix it, even though the problem was caused internally by them. Eventually, a member of their staff fixed the problem within minutes, free of charge. His name is Brett, he deserves promotion for his level of expertise.
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When we called the global giant company, we were told to hire their premiere service to fix the problem. They suggested that the problem could be connected to plug -ins. We called a few more times that day, and another helpful staff of Godaddy told us an internal error had created the problem in which someone had erroneously changed our pttf 5.6 to pttf 7.o, in the process shutting our site down. The gentleman corrected the problem immediately, restoring all our contents to normal.
Again last week, due to updates conducted by Word Press, a number of our published articles were showing only the title of the piece, not the content. Godaddy explained that this was due to changes made by word press and that we had signed for updates to managed word press as part of our agreement. I pointed out that any consent I made to updates implicitly assumes the updates would be to our benefit, rather than to our detriment.
In light of the fact, Godaddy were notified in advance of the changes by word press, we deemed it imperative for them to intervene in the unfortunate event that the changes from word press constituted an adverse effect on our site.
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”You pay for our server, a hosting consultant from Godaddy told us, word press is nothing to do with us”he said.Considering Godaddy was given advanced notice of plans from word press to change their system, I reasoned that they should take some responsibility in contacting word press to address the pitfalls of changes they instituted without our consent which was posing a problem to the continuity of our operations. Alternatively, Godaddy should fix the problem on our site themselves.
”its like me renting a house to you, and you complaining that the supplier of your furniture ha=s damaged something, came the response. We are your landlords, but we don’t supply your furniture”the gentleman said. My reply was simple. ”If the supplier of the furniture to the house you rent me is your friend and he damaged my house whilst supplying furniture to it without my permission, I expect you to get him to repair the damage on my property, or do it yourself. Don’t just sit there and try and distance yourself from it”.
DECLINE
Repeatedly, Godaddy consultants politely declined to assist in addressing the problem, each pointing us to their hired premiere service team. Eventually, another of their consultants by the name of Jerald, spent 5 minutes before completely fixing the problem. We have used Godaddy’s premium service in the past to fix problems beyond the expertise of the conventional developer. They did a great job of fixing the main issues raised which were symptomatic of the central issue, but failed to address what appeared to be the root cause of the problem .
Two promises from Godaddy to address the problem came to nothing, and despite an email address provided for the purposes of contacting the premium team directly, the email address bounced back. Numerous requests were made for a supervisor to get in touch to discuss our problems with Godaddy, but none was forthcoming. Our findings show that whilst Godaddy might be a reputable organisation on a global scale, their are systemic inadequacies that need to be urgently attended to internally. There does not appear to always be a uniform approach in dealing with customers, and financial considerations in many cases takes precedence over professional customer care.\
Whilst on many occasions, Godaddy staff confirm a call back number in the event the call cuts off, in about 50% of the times we were cut off by reception, there was no call back. Understandably, this could be because of how busy they are with calls, but then why make a promise that may not be kept? What I find most shocking is that after each call, I am sent an email to ask how the Godaddy staff did.It would sometimes have been unfair to say they did poorly, if they were following instructions imposed on them by their superiors. However, the collective impression wasn’t good during those times when they were most needed.
The Eye Of Media.Com’s team discussed this issue a number of times before concluding to publish this article. Two emails have been sent to Godaddy this week , detailing the contents of this article. We have so far received no reply, and don’t expect one.
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