Update [Incident ID: 6964320] - Re: HOWTOTONGUEKISS.COM
This is a transcript of the mails between godaddy's support and me regarding a very unpleasant issue: I bought this domain name on July,7 and got an unsolicited refund on July,9. I understand what happened, but I don't accept that godaddy is not responsible for a 2 day delay and all they pretend to do is to offer an apology.
This domain business sucks. In Argentina many poor people work as "cartoneros". They are a sort of 3rd world junk recyclers. Today I feel like one of them. Expired domains that have some value are immediately taken by big companies. We are dealing with the junk, struggling to find what they discard (estibot appraisal >10000$ is hardly ever found). This is how HowToTongueKiss.com is appraised:
Domain: HowToTongueKiss.com
Keywords how to tongue kiss
Frequency (Google) 1070
in Anchor Text 659620
in Title 1350
in URL 7250000
Backlinks 0
PageRank 0
Alexa Rank Not Ranked
Traffic (Visits / Day) N/A
PPC Ads # 0
Max PPC Bid $0.20
Overture/mo 10
Wordtracker/day 13
New! Estibot TotalSearch™ Data:
TotalSearches™ 2190 /mo
TotalCompetition™ 4/10 ads
TotalCPC™ $0.00 MaxBid
http://EstiBot.com Domain Appraisal USD 7,000
And this is what I got today (July,9) from godaddy:
Dear Ricardo del Rosal,
An error occurred when you placed your order, so we will be
refunding your cost. Please contact us at support@godaddy.com
for additional assistance.
We apologize for any inconvenience.
Thank you for your business.
Domain Services
GoDaddy.com, Inc.
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Copyright (c) 2009 GoDaddy.com, Inc. All rights reserved.
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My response:
Dear sirs,
I placed my order for this domain name using your site forms.
I made my payment and 2 days later I get a refund?
Do you expect me to accept an apology without any explanation when I'm loosing time and money?
I've spent hours searching for a recently expired domain name with specific keywords and search engine traffic, and when I bought it I started a website project for this name. I have web pages, database and images work done. You should realize my cost has not been $7.19.
This is serious. If the error was mine, please send me a detailed description and tell me what should I do to avoid this situations in the future.
But if the error was yours and you care about your customers this case should not be closed this way.
Thank you
Ricardo del Rosal
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Godaddy's support:
Our support staff has responded to your request, details of which are described below:
Dear Ricardo del Rosal,
Thank you for contacting online support.
In order to properly support this issue we will need to reveal account specific information. Before we can give out any information on the account, we will need to verify the last 4 digits of a credit card, PayPal Billing Agreement/Account Number, or Support PIN on the account. Payment information on the account can be found under ‘Credit Card & Payment Info’ from the ‘Customer Info & More’ dropdown. We appreciate your understanding in this matter.
Please let us know if we are able to assist you in any other way.
Regards,
Mike A.
Online Support Technician
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My response: I send the PIN (don't they have my email?)
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Godaddy's support:
Dear Ricardo del Rosal:
Thank you for your reply.
Your registration for the domain did not process completely with the Domain Registry. This can happen for various reasons. This is why you received a full refund for the registration fee to the payment method it was purchased with.
We apologize for any inconvenience that this may have caused.
Please let us know if we can help you in any other way.
Sincerely,
Deirdre K.
Online Support
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My response:
Dear Deirdre,
This is not what I expected when I requested an explanation.
You are no addressing any of my points! You just re-sent the original mail with this slight variation:
Your registration for the domain did not process completely with the Domain Registry. This can happen for various reasons. ????
Does your customer support always proceed this way?
Please answer this questions or be so kind to submit my request to your supervisor in case you can't.
1. Was this error caused by me?
2. If the answer is YES, what should I do to prevent future errors like this?
3. If the answer is NO, why have you waited 2 days to inform this to me?
4. Do you expect me to accept an apology without any explanation when I'm loosing time and money?
This is serious. If the error was mine, please send me a detailed description and tell me what should I do to avoid this situations in the
future. But if the error was yours and you care about your customers this case should not be closed this way.
Thank you
Ricardo del Rosal
**************************************************************
Godaddy's support:
Dear Ricardo del Rosal,
In regards to your domain registration issue, all registrars, including GoDaddy, rely upon communication from the Registry's servers. If there are any technical problems between the Registry's servers or ours, it can cause a false positive result to occur where a domain shows as available when it is not. This is a matter beyond our control. We appreciate your understanding in this matter. Our system automatically attempts to re-register the domain, and when it is not able to after multiple attempts, you are notified. We regret any inconvenience you may have encountered as a result of the failed registration.
Please let us know if we can assist you in any other way.
Sincerely,
Mick P.
Online Support Technician
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My response:
I don't know what to do. Are they dumb? Or could it be that anything out of the script could mean a legal threaten to them (any economic responsibility?)
Should I insist? I'm not in the mood right now. Let's see tomorrow...
PS: I tried to register
KissMyAss.com ($38000 appraisal) but (helas!) it was taken.
I'm not defeated yet.
