This case study is about a Go Daddy customer who is a popular web designer in the US. According to him Godaddy is not a good web hosting provider in the United States and the United Kingdom. This document only describes the company's website hosting service. Other services such as domain names are not included in this case study.
Technical phone support.
During the time that the customer was hosting his sites and the websites of his clients with this provider, he experienced numerous technical difficulties including bad support. Among others he developed a platform on Drupal for a client on his own server. Go Daddy was the website host. When he tried to transfer the website to them, pages kept on coming back with 500 Internal Server errors. This means that there was a problem with the web host's server. Even after 5 hours of discussing and arguing with the company's support team over the phone, technical support denied that the problem was on their end, while they knew that, when the customer tried to transfer the files to another host, there was no problem whatsoever. The end result was that the company did not offer a solution to this problem that was created by the configuration of their own web servers. As if this wasn't enough, an attempt of the customer to create search engine friendly URLs in order to achieve higher rankings in the search engines, simply was refused by a wrong configuration on the same web server. Again the provider's support team was unable to resolve this issue and even more, actually was unwilling to help, arguing that not accepting SEO friendly URLs had been the company's policy for many years and that their system was untouchable in this respect. The end result was that the customer had to accept the fact that friendly URLs were impossible with Godaddy while most other similar companies have no problem with this SEO factor at all and allow friendly URLs to all their customers. His web host forced him to accept lower search engine rankings which resulted in less visitors for his websites, less online customers, less income and thus, in fact, an expensive web hosting service.
The customer also noticed that email support was slow and that the support employees regularly showed problems with the American English language in their email replies. This made the customer believe that the company's email support is probably outsourced to a low salary country. Note: Outsourcing of technical support to another country should be prohibited by Law for reasons of service quality and for economical reasons. It is unacceptable that, with the current high jobless rates, overseas employees take the jobs we need. Preferably technical support employees should be 100% English proficient IT engineers or at a similar level. Maximum response time of support email tickets should not exceed 20 minutes. Excellent hosting firms don't allow more than 10 minutes response time. Written online help sections for clients should be error free and easy to understand. According to the customer who's experiences initiated this case study, GoDaddy is violating all these basic technical support requirements.
The customer told us:
"If you have a technical problem their first reaction is to check if their system is working correctly. If this is the case they will simply not help you. If your problem is the result of a web designer's or programmer's action, the company washes its hands in innocence saying that everything on their end is working fine and that they can not account for the work of others or the customer itself. This is very customer-unfriendly because it results in extremely limited support since most issues are created by customers or their representatives. Think among others about newbies who have their first website and web hosting account. Think about developers trying out something new. All these people need professional help now and then and if this isn't available, which actually is the case with this business, unless their own system fails, then the only thing that such a company deserves is a new customers boycott."
According to the client who is now actually an ex-customer, there are better hosting services to use for one's website's needs. Another issue he experienced was, after the installation of a Wordpress CMS for one of his web design clients. The blog was down 2-3 times a week which lasted for almost 3 months. Every time his customer's blog was offline, the client called him for help. Godaddy's technical support team answered approximately 30 times that their system was working correctly except for some maintenance issues now and then. All these times support was refused. Again it was the 500 Internal error that appeared every time the blog was offline. Finally, because of Godaddy's advice, the customer decided to upgrade to a VPS package. However, the problem became even worse. Now the blog went down 3-4 times a week and there were also security issues related to malware. This time the company's support team suggested that it would be better to upgrade to a dedicated server. The customer however insisted that the problem should be resolved without any upgrade. After several months support discovered that the blog was infected with malware and they succeeded in resolving the issue by running the company's anti-virus applications. The questions here are why it happened in the first place? There apparently was something wrong with the company's security system. And why did it take so long before the web host discovered the malware? Why did support even refuse to help in the beginning?
The switch to another web hosting company.
The end of this case study is the fact that the customer finally decided to leave Godaddy. He transferred 5 of his own and his 58 customer's sites and blogs to a non-notorious reputable web hosting company that is well known for its superior support and secure systems. Note: The customer recently told us to be very curious about Go Daddy's account cancellation rate. He suspects that it's probably one of the highest. He finds it also interesting to know the company's referral rate. According to him it's probably one of the lowest.
The infographic at the top of this page represents a survey conducted by the company among its customers who are small business owners. Our conclusion: The surveyor did not ask its customers questions related to the quality of hosting provided. The surveyees did not get a chance to express frustration about the inferior services and thus were unable to suggest improvements. It makes clear that the company is probably not interested in improving its services, particularly technical support. This is often one of the characteristics of companies that are owned by investment firms. In this example, the investment firm that owns Go Dad isn't busy with the web hosting services. It's busy with creating customer profiles with the goal to sell its clients more services or products. This characteristic makes it seemingly risky to choose large hosting services owned by investment firms that know nothing about the core services. Last but not least, for them, basically, customers are numbers, not human beings. So people are probably wrong if they think that hosting with large providers is an advantage. The only advantage is that the chance of bankruptcy is small. The disadvantages however are mentioned above. This leaves us with another conclusion and that is that the disadvantage of opening accounts with smaller companies is the exposure of clients to higher risks of bankruptcy. The advantages on the other hand are obvious: better personal service and more customization options. Moreover the bankruptcy disadvantage can easily be eliminated by only opting for long existing small businesses that have proven to be reliable and successful on the long run. Last but not least we would like to emphasize that the conclusions on this page are not waterproof because the company might improve its services or might even have already done so. On the other hand, when we check online, the number of complaints about them is not decreasing. Finally, may we invite you to click the infographic at the top of this page? It points to one of the most professional web hosting services that we were able to find. If you would like to know more about the inferior company that is the subject of this web page you can also watch the video below. Thanks for your visit!