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Email Renewal needs improvement

Anyone else experience this?

 

A product expert will be with you soon. Position in Queue
is 1. Thank you for your patience.
You are now chatting with 'Jerry'
Jerry: Thank you for chatting with us today. My name is
Jerry. What can i do for you to help you get started today?
you: Hi Jerry. Are you experiencing an email outage?
Jerry: not at all. what is the issue exactly? maybe i can
get you pointed in the right direction
you: Can't login to my webmail
Jerry: try using a different computer/device
Jerry: are you still with me?
you: Yes, no luck on another device
Jerry: have you tried resetting the email password?
you: Not sure where to do that
Jerry: i was just able to log into my own email, so i know
its not a system thing
Jerry: i can send instructions on how to do so. what is a
good email to send that to?
you: hmmm I don't see the account listed anymore in the
workspace control center
Jerry: Can I have the Customer Number and the 4 digit
Call-In PIN?
you: ***71301 ****
Jerry: what is the email address in question?
you: I have free forwarding for dewein.com and
timmothy@dewein.com is a catchall account
you: sorry timothy@dewein.com
Jerry: timothy@dewein.com expired on 5/11/2016 and
was canceled on 5/31/2016 due to failed billing attempts.
you: That's today
Jerry: correct
you: I never got an email and nothing was in upcoming
services. Next up I show is my linus hosting
Jerry: you didn't receive notices because your email point
of contact that you gave us is the EMAIL address that
EXPIRED ( timothy@dewein.com)
you: It's a free email account with domain no?
Jerry: no it was not
you: It says, Free email forwarding for www.dewein.com "
on my account
you: followed by, " 8/100 accounts used, - Free Account"
Jerry: but it was NOT an email forward it was an email
address. it was a paid for product that was canceled due
to failed billing attempts. now if you'd like to get this up
and running again as it was we can purchase and set it
up again.
Jerry: how would you like to move forward?
you: Why didn't I get an invoice or an email prior to
cancellation
Jerry: again, you didn't receive notices because your
email point of contact that you gave us is the EMAIL
address that EXPIRED ( timothy@dewein.com)
you: That's no excuse. Until today that rmail worked.
Why didn't I get an invoice or an email PRIOR to
cancellation
you: I get notices when domains are expiring WEEKS in
advance but NOT ON for email
you: NOT ONE
Jerry: you were emailed on the following dates...
05/11/16
05/21/16
05/31/16
Clearly you didn't receive ANY of those emails because
the email address you provided (timothy@dewein.com)
had EXPIRED ALREADY
you: Got this at timothy@dewein.com on May 9:
Economy Windows Hosting with Plesk Renewal
actdaddy.com Expires: 6/8/2016 Term: 1 Year Total:
$95.88†
Jerry: if you'd like to reactivate the email the total cost is
$47.88/year that gives you 1 email box with 1 gb of space
you: Got email another on May 10th, 12th, 16th, 19th,
21st, 24th, 25th, 26th, 17th and yes, one today
you: The one you sent today says I'm at risk of loosing
services and then doesn't list any services
Jerry: the email you would have receive about the email
address would have told you that its canceled, but again,
im sorry to sound repetitive, you did NOT RECEIVE the
email because the because the email address you
provided (timothy@dewein.com) had CANCELED at that
point
you: You don't sound repetative at all. You sound like
someone ignoring that fact that I have been receiving
email at the address you say was cancelled weeks ago
and you're ignoring the fact that you never sent me an
invoice, notice, NOTHING about the expiration. You just
pulled the plug.
Jerry: no, it was canceled as of today, which would have
also sent out the last notice.
Jerry: i would assume that the other 2 emails that we
send could have possible gone into the spam/bulkmail
folder.
Jerry: irregardless, how would you like to move forward?
we can purchase another email address and set that up if
you'd like
you: I'm not new to email Jerry. 2 lines up you said, "no,
it was canceled as of today, which would have also sent
out the last notice." Prior to that you shouted at me,
"Jerry - you were emailed on the following dates...
05/11/16 05/21/16 05/31/16 Clearly you didn't receive
ANY of those emails because the email address you
provided (timothy@dewein.com) had EXPIRED
ALREADY" Please have a supervisor call me at
210.842.8452
Jerry: i can transfer the chat to a supervisor if needed.
truth is, we should be able to handle this. The email was
canceled due to failed billing. at this point we can still
retrieve everything in the inbox. we'll just need to
purchase the email to do so. Did you want to restore the
email?
you: Please have a supervisor call me at 210.842.8452
Jerry: i can transfer the chat to a supervisor, but a call
isn't an option from my department.
Jerry: how would you like to resolve the issue of the
email address being canceled?
Jerry: if you'd like to speak with a supervisor we offer
phone assistance...
480-505-8877

8 REPLIES 8
Super User II Super User II
Super User II

I have not run into that specific issue and I have never used chat in an effort to resolve any GoDaddy issue. I have however had some pesky billing issues and have dealt with client billing issues as well so I understand your frustration. As horrific as your issue appears you are actually in a great spot and it seemed like Jerry both did and told you the correct things?

I think billing is something that we as customers should be proactive with. I've not seen the "...but I didn't get an invoice defense" work in repossessions and foreclosures. It's easy to go on autopilot with the many GoDaddy emails (trust me I know) but I find that the best practice is to add the GoDaddy address(es) info your address book or do whatever your email client does to make sure they are not maked SPAM. I've had clients come to me after their service had been canceled for two months, sounds like you really know your environment and noticed right away. For something as fundamentally important to your business as email I advise my customers to have multiple year renewals. I find the largest billing issues with those on month-to-month plans but perhaps that is economic rather than problematic?

I'm glad that your issue was resolved with a chat, in the end it sends like you did get the notifications and I'm on board with making them less generic. Maybe next time you login have a look at your upcoming renewals? Perhaps add a recurring calendar event so that you are reminded to go and have a look? When you see something 90 days off maybe then it's time to evaluate if you want to continue the renewal of that product while you still have migration time. In the end the annoying GoDaddy reminders are done as a courtesy to you so let's not be so hard on GoDaddy about this though I know first hand how frustrating it can be. Happy that you got to tell your story as well, hopefully it will serve as a cautionary take to others. 

...turns out that my two cents is worth less or more depending on the current exchange rate.

roy darling *my posts seem a lot shorter in my head

Roy;

 

I'm actually not in a great spot at all.  All of the notifications Jerry referred to had NOTHING to do with my email.  I do look at all of my email from GoDaddy and none ever made it into the spam folder.  This is a simple case of GoDaddy cutting off my email without notice.  Even the cutoff notice Jerry referred to as being sent 5/21/16 didn't mention email.  In fact, it didn't mention any specific product at all.

 

Clicking the link revealed the attached with NO MENTION of email.

I check my renewals about once a week and there has never been anything about the email.  The attached shows my renewal activity over the past few months and at some times it's 2x a month.

In the end Jerry didn't have anyone call me.  It was pay up or adios. 

 

The personal cost to me and my business from 24 hours of no email SHOULD be a cautionary tail.  Don't trust your email to a company that treats it with such carelessness and disregard. 

 

I've gone in and recreated the email account using a "free email with domain" credit (yes, it was a free email account as I had said to Jerry in the beginning) and will use the free account until I can transfer my domain to someone with better customer service.

New

I will second you on that, as I accidentally deleted my forwarding email and tried to work it out on chat, she was having nothing to do with it, nor would listen, and wanted to charge me.  however the best solution would be for GoDaddy to create very distinct invoices and/or stop the barrage of emails, with technology you can know which person is deleting without reading all that kinda stuff and the future emails can be auto reduced. A few companies I deal with flood you with useless repetitive emails and all it ends up doing is me unsubscribing but that can be fruitless as well. Good luck to you as I feel there needs to be better management of marketing emails because the important ones tend to get lost in the storm.

TSS
Super User II Super User II
Super User II

I understand that this situation was not great for you @tdewein but in similar situations I have known people to be forced to either lose their email, contacts, calendar... or pay the recovery fee. I didn't say that things were perfect but you are far from the worse case scenario. It seems like you are on top on your renewals and that is great and the take away others should have is to be on top of their renewals as well.

Glad that you were able to get your email back and I hope that you find the solution going forward that works best for you. I don't know your environment but there are creat plans and services out there to fit your need?

...turns out that my two cents is worth less or more depending on the current exchange rate.

roy darling *my posts seem a lot shorter in my head

Moderator

Hi tdewein. I'm sorry to hear that you had a bad experience with this.

We do appreciate you taking the time to provide your feedback and will pass your feedback regarding the renewal notification along for review and consideration.

^Gary

Gary - GoDaddy | Community Moderator
24/7 Support | Check System Status