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GoDaddy- Cute Comercial, Crappy Service!

 
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User ID: 24608
United States
02/15/2007 05:33 PM
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GoDaddy- Cute Comercial, Crappy Service!
GoDaddy- My story.

Short version:

SPAM filtering too aggressive for business use.
Poor Customer Service
Sales Staff and Support Staff not on the same page.
False advertising.
No disaster recovery for virtual servers.
Firewall for dedicated server is extra.
No Anti-virus software on virtual server.
Save GoDaddy’s cheap hosting for home users wanting to set up a web page of baby pictures. Use someone else for business hosting.




The Long Version:

I purchased a virtual server from GoDaddy to host web pages and email for clients. I used to have my own servers, but decided it would be nice to let someone else deal with the headaches. However, my experience with GoDaddy has been nothing but a continual headache. If telling my story here will save a few people the frustration I have been through, my time to write this has not been wasted.

Initially I called GoDaddy and asked them about setting up a bunch on individual accounts. I was going to set up each client as a hosted customer of GoDaddy, each separate, and each able to manage their own stuff.

First I set up a law firm. Almost immediately they had problems with the SPAM filtering out legitimate email. I expected a few false positives, and was not concerned. After a few days and my client could not get email messages from: Their attorney firm, their accounting firm, Bank of America, Capital One, and other big corporations that I became very concerned. After an extensive investigation (by me) into the problem, I found that GoDaddy uses various RBL lists to filter SPAM. This is not a problem, SPAM Hause, SPAM COP, and others are very good and prudent tools for filtering…. However the firms that were being blocked are not on any RBL list anywhere, except GoDaddy’s.
Each time the sender gets a notification that their message was blocked because of SPAM filtering, and gives them the choice to request being unblocked. The message also includes an IP address, that I presumed to be the IP of the offending mail server. Later I found it is not necessarily the blocked servers IP, but an offender that GoDaddy has identified on that IP Pool.

That’s right, they block an entire IP Pool, maybe even an entire ISP if they get a SPAM offender in that range.
When I called to ask for assistance, I was told that they have no power over who gets blocked, but will be happy to unblock any IP we can show should not be blocked. Yippy, maybe I’m getting somewhere now, so I unblock some servers and everything seems to be fine. At this point I am only slightly frustrated that I may have to call and have several servers belonging to nationally know companies (Citi-Bank for example) un blocked as they come up, but I am satisfied that at least there is a solution.

Until the next day, when I find that another offender was found in the same IP Pool as my clients accounting firm, and their accounting firm’s mail is being blocked again. Realizing this is going to be very burdensome to keep trying to resolve, possibly everyday, I called again.
This time maybe I am a little more frustrated, but still polite. I explained the entire story to the service rep, and asked her for any advice. Her answer was “If you don’t like the SPAM filter policies we have in place, you can always set up you own mail server yourself”. I told her I realize that now, and in hind sight would never consider using this service again, but for the time being, is there anything I could do. She said she would let me talk to a manager, maybe they had a better solution. Now I should have seen this coming, but I sat on hold for 18 minutes waiting, until I was disconnected. Ha, I guess she showed me.

Funny how some people just don’t learn. That’s me, ol’ forgive and forget.
I called back and of course got someone else on the line. After explaining my tale of woe, they apologized on behalf of GoDaddy, and told me, “A dedicated server is what you need”.

Really, says I. A dedicated server, Hum? OK lets do it. (what a moron I am)

So I buy a virtual dedicated server, my problems are over now, just you wait and see :>)

I start setting up domains, added web pages and email accounts like they are going out of style. Finally over the course of a weekend, I get it done. All my clients moved to a virtual dedicated server. Whew, it’s all good now. Ha!

A couple days into the new server, I find that mail has stopped going out. Not being familiar with the mail server software GoDaddy uses I call for a little assistance. It does say 24/7 support for virtual dedicated server customers on their web page, So I call.
Here’s the conversation:

Me: Yes, I am having a problem with messages not being sent out of the server. I can receive message OK.

GD: Would you like me to re-provision the server for you sir?

ME: Sure, well wait, what does that mean?

GD: I will set it up like new, and you can reconfigure it again from scratch. I will take 1 day.

ME: What?!! I took me a whole weekend to get it working, I’m just having a problem with outgoing SMTP traffic. I just want someone familiar with your mail software to tell me where the problem is.

GD: Sir we expect that you would not have purchased a virtual dedicated server, if you did not know how to manage it.

ME: I was told when I bought it, I could get support. Now you’re telling me I can’t get support, only my server erased and re-provisioned? That’s not support!

GD: Would you like to cancel your virtual server account at this time?

ME: No, I don’t want to cancel my account; I just want to get SMTP traffic unstuck from the queue. That’s all just a little help here.

I never did get any help, and not that it matters, but the problem was not one in any configuration I had made. The problem should be on the FAQ web site, because it is easily fixed, and a known issue that I found by Google on someone else’s website. Thanks a lot for your support GoDaddy 24/7.

So I fixed my own problem with their server, and life goes on, I am happy again.

Until one night my server stops working. Oh No! I cried, and then I called for help.

I will cut this part of the story short. In the end, my server was down for 12 hours.
When they brought it back up, they said I had turned on a built in firewall and locked myself out. The fact that I had not even been logged into my server for over 2 weeks did not phase their decision at all. I had done it, end of story.

Oh, and if you’d like we can re-provision your server sir.

Well they can take the re-provision threat and stick it up their ass now!

rant
Anonymous Coward
User ID: 196194
Italy
02/15/2007 05:50 PM
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Re: GoDaddy- Cute Comercial, Crappy Service!
typical
Anonymous Coward
User ID: 137330
United States
02/15/2007 07:06 PM
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Re: GoDaddy- Cute Comercial, Crappy Service!
OMG we're doomed. really, as the other poster said, this is typical for biz these days. eight years ago i was using adobe premiere video editing software (i was producing the vids; we had an editor using the actual software). it was so long ago now i forgot what the exact problem was but the software stopped working and had hijacked all our work as we needed the software to work to even recover it (or a big portion of it). so i phone adobe and me and a tech try to disgnose the prob. no luck. finally the guys says "well, let me know when you figure it out so we can update our support with your finding" (to paraphrase) and hung up. our 3-man office had to virtually shutdown shop for 7 days while I had to figure out the software problem (and i suck technically). finally after a week, i figure it out and it works again. fat chance i phoned adobe back to give them the solution.
Anonymous Coward
User ID: 74215
United States
02/15/2007 07:08 PM
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Re: GoDaddy- Cute Comercial, Crappy Service!
Oh my fuck. Your clients are fucken morons. There's this little funcion called whitelisting that handles the spam problems.
Anonymous Coward
User ID: 74215
United States
02/15/2007 07:09 PM
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Re: GoDaddy- Cute Comercial, Crappy Service!
You get what you expect to get. I guaran-fucken-tee you were an ass on the phone to customer service, you befuddled them, and you expected to have problems. When the problems came, you were not surprised. Go-daddy customer service is actually very good, one of the best.
Twinkletoes

User ID: 193501
United States
02/15/2007 07:11 PM

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Re: GoDaddy- Cute Comercial, Crappy Service!
i dont care much for them. im neutral on the customer service, but grew tired of their spam a lam

i do lunarpages now, and love it.
“Travel is fatal to prejudice, bigotry, and narrow-mindedness"__
Mark Twain, 19th century American Author (and genius as far as I'm concerned.)

My nickname is Eileen Toodaleft.
Anonymous Coward (OP)
User ID: 24608
United States
02/15/2007 07:57 PM
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Re: GoDaddy- Cute Comercial, Crappy Service!
Oh my fuck. Your clients are fucken morons. There's this little funcion called whitelisting that handles the spam problems.
 Quoting: Anonymous Coward 74215


The whitelist comes after the network SPAM filter. If the IP is banned at the server level, it doesn't get to the application to be whitelisted.

You can whitelist them all day dipshit.