Dear GoDaddy – Your customer service is horrible

Dear GoDaddy

Please do not send me a canned response to my third message about my site(s) not being accessible.

Please do not include “advertisements” for additional products when if you read my message you can obviously see I am unhappy.

Please know that I am on my last nerve and actively looking for a new service provider.

24/7 Sales & Support: (480) 505-8877 – 24/7 Billing Support: (480) 505-8855

Our support staff has responded to your request, details of which are described below:

Discussion Notes
Support Staff Response
Dear Teddy,

Thank you for contacting Online Support.

I understand you have been unable to access the website when you visit teddyburriss.com/blog &burrissconsulting.com/tlburriss. Upon review of the issue, it appears that I am able to successfully resolve the pages when I visit teddyburriss.com/blog & burrissconsulting.com/tlburriss. You may need to clear your browser cache if you are still unable to access the website. Clearing your browser’s cache might help alleviate many problems including:

    • Failing log in attempts to any website
    • Out of date information displaying on a website
    • Slow Web browser performance

Before clearing your cache, log out of any websites you’re currently logged in to.

To Clear Your Cache in Google Chrome™

Open the Tools menu, and select Clear Browsing Data.

Select Empty the cache.

From the Clear data from this period list, select Everything.

Click Clear Browsing Data.

To Clear Your Cache in Internet Explorer® 8

Open the Tools menu, and select Internet Options.

Click on the General tab in the dialog box.

Under Browsing History, click Delete...

Select Temporary Internet Files and History, and Cookies and any other private data you want to delete.

Click Delete.

To Clear Your Cache in Internet Explorer 9 and 10

From the Tools menu, select Safety, and then select Delete Browsing History.

To Clear Your Cache in Mozilla Firefox®

Open the Tools menu, and select Clear Recent History.

In the Details list, select Cache, and any other private data you want to delete.

Click Clear Now.

To Clear Your Cache in Mozilla Firefox 15

From the Firefox menu, click Options.

Go to the Privacy tab.

Click Clear recent history.

Select a Time range to clear, and then click Clear Now.

To Clear Your Cache in Netscape®

Open the Edit menu, and select Preferences.

Expand the Advanced menu by clicking on the plus sign (+).

Select Cache, and click Clear Cache.

Click OK.

To Clear Your Cache using Firefox® on a Macintosh®

Open the Tools menu, and select Clear Recent History.

In the Details list, select Cache, and any other private data you want to delete.

Click Clear Now.

To Clear Your Cache Using Safari® on a Macintosh®

From the Safari menu, select Preferences.

Go to the Privacy tab.

Next to Cookies and other website data, click Details.
NOTE: You can also click Remove All Website Data to completely clear the browser’s cookies.

Select the websites for which you want to remove cookies, and then click Remove.

Click Done.

To Clear Your Cache Using Safari on iOS®

Open the Settings application.

Tap Safari.

Tap Clear Cache.

Please let us know if we can assist you in any other way.

Regards,
Gilbert P.
Online Support

Customer Inquiry
FYI – here is the message I get when trying to access my sites (teddyburriss.com/blog or burrissconsulting.com/tlburriss)

Internal Server Error

The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

Apache Server at www.teddyburriss.com Port 80

Customer Inquiry
Name : Teddy Burriss
Domain Name : teddyburriss.com
ShopperID : 31052231
Phone : ——-
Shopper Validated : Yes
Browser : Mozilla/5.0 (Macintosh; Intel Mac OS X 10_8_2) AppleWebKit/537.22 (KHTML, like Gecko) Chrome/25.0.1364.160 Safari/537.22
Issue :
Repeatedly my site & the blogs that are on it are unaccessible. I called and talked to support a few weeks ago, however, the problem persists. please help me to make my site & the associated blogs on it accessible.

 

If you need further assistance with this matter, please contact customer service at (480) 505-8877 and reference [Incident ID: 18142818].

Please let us know how we are doing by completing the survey located here.

To thank you for your patience, we’d like you to enjoy 20%* off your order of $65 or more at GoDaddy.com. Simply use source code gdbb687 when you order or mention the code when you call (480) 505-8877.

Thanks,
Go Daddy

P.S. As a Go Daddy customer you’re already a member of our affiliate program. Click here to start earning commission instantly.

OK I lied no donut

One day in June of 2001 I had to make a business trip to Spicer Minnesota.

I flew into Minneapolis-St Paul the evening before and make the 2 hour drive thru the farm land of Minnesota.

I got into the hotel at around 10:30pm. There were only a few cars in the parking lot. There was no one in the lobby with the exception of Steve, the night Manager at the front desk.

“Hello, you must be Mr. Burriss,” Steve said. I love being acknowledged when I come arrive into a town I have never been to before. I assumed he knew my name because I was the only person who had not checked in yet.

We chatted for a few minutes while I checked in.

Steve asked me if I traveled much, which I did back then.

“Yeah, I spend most every week on the road Steve. Most of the time I go to the same hotel in Newark New Jersey,” I answered.

“I bet you really get to know the people at that hotel”, Steve responded.

OK – here is where I really stretched the truth a lot.

“Bill, the night manager at my regular hotel, likes me so much that every morning he brings up my favorite donut, a hot mug of bold coffee with 2 creams and a newspaper. I love his hotel and now, Bill and I are really good friends,” I told Steve, lying thru my teeth.

“That sounds like a good hotel and a great night manager,” Steve responded.

“Do you need a wake up call Mr. Burriss?” Steve asked.

“Yes Steve, how about 6:15 in the morning,” I replied.

“You got it Mr. Burriss.  I’ll make sure you get a wake up call then,” Steve responded.

I began walking towards the elevators as we said good night to each other.

The hotel room was nice, clean and away from the elevator, making it a quiet room. The bed was comfortable. The combination of these qualities made for a really good night’s sleep.

I slept like a log until 6:15 in the morning.

Someone was knocking gently on my door and calling my name.

“Mr Burriss, it’s Steve. I’m here with your wake up call”

I crawled out of the bed. I opened the door without putting any pants over my boxers.

There was Steve holding a serving tray with a carafe of coffee, a coffee mug and a plate of glazed donuts.

Under his arm was a neatly folded newspaper.

“Good morning Mr. Burriss. I thought you might appreciate a regular wake up call so I brought you donuts and coffee,” Steve said.

Wow, I felt both glad and embarrassed at the same time. This guy was trying to provide customer service like the guys in the big towns.

“Steve, thank you very much, I really appreciate this,” I said as I took the tray and newspaper he was handing to me.

“I work hard at providing the best customer service I can Mr. Burriss. Thanks for the idea of coffee and donuts for a wake up call. I hope to do this more often for our better guests,” Steve told me.

I felt a little bad about lying to Steve and that he considered me one of his better guests.

But, I am happy that I gave Steve an idea that he ran with and that he thinks will make him a better Customer Service guy.

 

The Saga of AT&T/Cingular/SunCom Wireless

I originally wrote this story in May 2005:

How often do you need help and you call for it and lo & behold – it’s not there?

I have been an AT&T cell phone client since early in 1998. I started using AT&T when I started working in Las Vegas for a public grass seed company. (Yeah go ahead and laugh – grass seed generally refers to green grass and Las Vegas is synonymous with brown dry hot sand.)

I setup an enterprise account with AT&T and rolled out over 150 cell phones to every mobile employee we had in our company. I was proud of the project and excited that AT&T was the key to our quickly growing and powerful cell phone program.

I loved my AT&T phone. It worked well and was not expensive to own. I was a proud user of the AT&T One-Rate Plan. This plan allowed me to use my cell phone anywhere in the United States for no extra fees. No roaming, no LD and no extra fees.

I learned how to text message to it and eventually figured out how to send text messages from it. I never went anywhere without my phone and everyone I worked with and my entire family knew that if they needed to get a hold of me, I would answer my cell phone any time of the day or night.

My cell phone number became a part of my identity. When leaving a message for someone or when sending an email message, I would proudly introduce myself as Teddy Burriss 336-918-5526. This became my call letters. I proudly told everyone that they could reach me anytime they needed me by just calling my cell.

I had a great relationship with AT&T. They knew me by name because of the amount of business that I was doing with them. I could call them 24X7 to get help from any of the polite and professional customer support representatives. I learned the lingo and how the system work so that I could quickly get to the best support group no matter what the problem was.

AT&T Wireless was my hero!

In late 2000 I transferred back to Winston-Salem and started working for a smaller company again. I transferred my AT&T wireless cell phone number to my new company. I was still proud of AT&T wireless and my cell phone.

I added another 8 or 10 new cell phones to my account and made more of my fellow employees happy to have AT&T Wireless cell phones.

My cell phone continued to be a part of my identity.

I wore out a few telephones but the service continued to grow and serve my needs as I expected.

AT&T Wireless continued to roll out new cell towers and better and better coverage. They continued to partner with other cell phone companies to improve the coverage around the US.

In late 2003 I jumped into another area of wireless services – Data. I bought my first Blackberry cell phone. This wireless device cost a little bit more than a phone and the rate plans were more expensive, but I got email on my hip.

Now for those of you who do not know me – the communications method of choice for me is email every time. I tell all of my fellow employees and my family that if they want me to know about something and if they expect me to take care of it – I need to have it in email.

The Blackberry also gave me calendar, contacts, notes and tasks. For the most part my cell phone had turned into my computer on my hip. Life is good!

AT&T Wireless did a great job of transitioning me into a Blackberry user. Many Blackberry users refer to them as Crackberries.

Life was good.

Then all of a sudden (not really), life changed. The wireless world was merging rapidly. Cingular Wireless purchased AT&T wireless. Now on the surface this could have been a great thing. Cingular and AT&T Wireless are both great companies with fabulous strengths and resources. However; the FCC told Cingular that they could not own the AT&T Wireless accounts in North Carolina. They were told to sell these accounts off to SunCom Wireless, a small regional wireless company.

This as well by itself should have been OK.

But it all was horrible.

The service started to degrade and during the transition, calling 611 on the cell phone would connect me to Cingular Wireless where the customer service reps had my account. But they wanted to transfer me to another customer service department responsible for the AT&T Wireless accounts that were being sold off to SunCom Wireless.

My Blackberry started to disconnect from the data network regularly. I had to constantly reboot (OK, here is another word I never thought I would use with cell phones) the phone.
Email started showing up sporadically. Sometimes hours would go by and then I would get dozens of messages at once.

I kept calling 611 and then I started calling the 866 number that routed me directly to the customer service department that the agents at 611 said I had to talk to.
I spent nearly a week working on trying to get my blackberry to work. I commute about 1 hour to and from work each day. On two different days I remember talking to multiple customer service agents all the way home.

Every time I called the 866 number I got the displeasure of listening to Harry Conick Jr. spouting marketing noise about how great SunCom is. I heard this phrase well over 100 times. It quickly became sickening.

One day I called the 611 number and after being routed to a live Cingular Wireless person, they transferred me to the SunCom Wireless agent. As soon as I said AT&T, this new agent transferred me back to the Cingular Wireless agent. Each time I nearly begged them not to bounce me back and forth. My cries for better customer service fell on deaf ears.

Periodically I would get in contact with someone who would make attempts to solve my problem. One agent said that she was sending out a new “service book” to my device. She thought that his could solve my problem. It didn’t.

Each time I talked to a Customer Service Rep (I’m laughing at the definition of this phrase now) I asked them to record my problems in my customer file. Each person I talked to said that they did not have access to my records. I knew this would cause problems in the future. No record of my activities.

Finally I gave up. I called Verizon Wireless and had my treasured cell phone number ported to a new blackberry with them.

Now here is when the real lunacy started.

AT&T wireless called my house and informed me that since I switched to a new cell phone carrier that I would have to pay the $150 early termination fee.

Go figure – I have had this account since 1998 and 7 years later I was being charged an early termination fee.

Now I know that when I got the account in 1998 there was a 1 year commitment. And I know that every time I modified my account they told me that I was required to commit to another 1 year agreement. I was OK with this as long as my wireless carrier (Partner) kept up their end of the agreement to provide quality service.

They failed to keep up their end of the relationship.

When I tried to inform the AT&T Wireless rep calling me what the problem was he told me, “You should have talked to an AT&T Wireless rep before you cancelled your account”.

I tried to explain that I expected calling 611 or any of the numbers that the 611 Customer Service Reps told me to call would direct me to the right people to help me. I was only following the directions given to me.
I tried to explain to this person all of the problems that I have been dealing with for the past week.

This guy stuck to his script and never once offered that my problems were unacceptable and justification for me to terminate my relationship with AT&T Wireless (or Cingular or SunCom, who ever it was at that point)

I repeated my story at least 3-4 times to this guy and he never falter with his position. I was proud of myself because even though I was quite “torked” I also never lost my cool.

Finally I told him that I would not pay the $150 early termination fee and that we were wasting each other’s time.

He then asked if there was anything else he could do to help me and then said goodbye.

The next day I got a call on my house phone from another AT&T Wireless support person telling me that they had looked into my problem and had determined that my problem was with my Blackberry Device – not AT&T Wireless.

I’m a proud Verizon Wireless customer today. Today, April 2011, I still have 336-918-5526 as my only phone number and my entire family (10+ phones) are all Verizon customers.

I have a new wireless carrier of choice. I hope the relationship lasts as long as my AT&T relationship lasted.

Teddy