Thank you for responding Joe Styler. Here’s my response.

Apr 14 2016

Joe Styler from Godaddy responded to my post from yesterday.

“We did have an issue yesterday where the domain registration path was impacted briefly. It probably doesn’t look like it to a casual observer but we are always releasing new changes to the site to improve performance and user experience as well as releasing new products which are a lot more attention getting, we do a lot of releases each day to help improve the site. We test extensively and sometimes even with those tests something goes wrong but it is pretty rare. The vast majority of releases are seamless and result in a better experience for the customers at the end of the day.

Any time customers are impacted it is a big deal for us and we work on getting it fixed as soon as we can. I apologize for the issue yesterday.”

Joe,

Thanks for responding

I’ll respond line by line as per my experience.

“We did have an issue yesterday where the domain registration path was impacted briefly”

The issue from yesterday, has been repeated for months. I have numerous emails back and forth to Matt Forrest my previous account rep and Mark Becker my current account rep.

“It probably doesn’t look like it to a casual observer but we are always releasing new changes to the site to improve performance and user experience as well as releasing new products which are a lot more attention getting, we do a lot of releases each day to help improve the site.”

Joe, again I refer back to my point yesterday and several times previously. We don’t care about new attention getting gadgets, we want the basic things to work. The bulk checker hasn’t worked right in months and the “registration path” has been failing for months.

Can you elaborate on “casual observer”?  Would you consider your VIP Platinum members “casual observers”? The mobile links, while better than before, don’t allow me to bid or add a watch to the name. There is no longer a bulk transfer button, auctions have been having all kinds of problems. I won several auctions a few weeks ago but was refunded with no explanation. There was no “this auction has ended email”, there were about 5 names from the same day that were affected. Mark had no idea why it was happening.

“The vast majority of releases are seamless and result in a better experience for the customers at the end of the day.”

To my casual observing eyes there has been no change, when you say “end of the day” are you literally saying the experience is better at the end of the day? This would be mountain standard time, correct? Arizona does not observe daylight savings time, making it the equivalent to pacific time. So at the end of the day Pacific time, my experience will be seamless.

“Any time customers are impacted it is a big deal for us and we work on getting it fixed as soon as we can. I apologize for the issue yesterday.”

I’m impacted everyday, I used to email my account rep every time but he doesn’t know why the same issues keep happening. Your apology is accepted for yesterday, but seriously Joe, you’re making it seem like there aren’t chronic unresolved issues.

Now let’s talk about the how to integrate Afternic seamlessly. I’m joking there’s not enough time.

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I grew a beard while I was on vacation. I had to shave it off to go back to work.

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4 comments

  1. Jen

    The problem persisted today as well.

    I had to use chat to register a domain. Then I tried a second domain, and it went through okay.

    I have been having lots of problems at Go Daddy lately.

    What’s up with that?

  2. Joe Styler

    Thanks again for the feedback. Anytime there is something to work on we take it seriously so continue to let your account rep know and they will escalate it to the right people.

    I am unaware of any regular registration path issues recently beyond what happened yesterday. The bulk search did cause some problems for a few reasons but I believe we addressed them and it has been functioning last I checked. They put quite a bit of work into that from several development teams and there is a project scoped out to revamp it entirely and provide a much better bulk experience in the future.

    Casual observer was not meant to offend you but only to say we do many releases that are not customer facing but impact experience, say reducing the amount of calls we need to make for a result to happen from 15 to 10, or adding additional computing or server power to things that are noticeable only in certain instances, such as adding 20 additional languages such as Chinese. You probably wouldn’t notice those changes unless you were using the site in another country.

    You bring up some valid points and I would encourage you to continue to reach out, we are constantly working on new releases and hearing from customers helps us to prioritize the work we are doing to improve the site.

  3. Seth

    I just want to comment on Mark Becker. Mark Becker is an amazing account rep. Anytime I hear anyone complaining about Godaddy service, I always think, “They can’t possibly have Mark Becker as their account rep”. While he is not always able to solve every issue, because some are technical issues that must be passed along, I always feel like he is going above and beyond anytime I ask him to help with anything. He is easily one of the best account manager’s that I have ever worked with in any business.

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