packetscan
Premium
join:2004-10-19
Bridgeport, CT
clubs:
 ·Optimum Online
| Customer Service
Talk about outstanding customer service
/sarcasm.
I hope he gets a lawyer and soon. Not just for the outage but for the subsequent inflammatory and harassing remarks. "At one point I had thought the Go Daddy's abuse dept was virus infected, but later figured out it wasn't. But their employees were leaving really nasty messages on my blog..."
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nightwalker
Nightwalker
join:1999-08-07
Chicago, IL
| Hardly a 'large' provider.
166 domains isnt much to complain about. They ignored GoDaddy policies, and GoDaddy shut them down.
According to:
»www.webhosting.info/webhosts/rep···TECH.COM
01/23/06 166 0.0003 % 0.0004 %
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Jonbo298
join:2004-01-12
Council Bluffs, IA
| Updated
The people running the servers shouldve kept their stuff updated (AV/Firewall, etc...) instead of wasting their time posting about their experiences with support.
Oh well, its not GoDaddy's fault a server was compromised. GoDaddy took the initiative to ensure the problem didnt spread by cutting off the head temporarily. Then the body comes and complains "I want my head back, I made sure its clean now" |
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rideboarder
welcome to the social
Premium
join:2003-07-28
Snohomish, WA
clubs:
| said by Jonbo298  : GoDaddy took the initiative to ensure the problem didnt spread by cutting off the head temporarily. Then the body comes and complains "I want my head back, I made sure its clean now" It would be nice if other companies would react the same way as GoDaddy in cases like this, but more than too often they don't. |
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G_Poobah
join:2004-01-17
Schenectady, NY
| Oh my god! Do the posters here have ANY IDEA how the DNS system works? Apparently not I'm guessing.
This HAS NOTHING TO DO WITH THE CLIENTS DNS SERVER. This has EVERYTHING to do with the registrar acting unilaterally and illegally.
Godaddy, without due process (which is the root cause of the problem), decided to change the ROOT records of a client, a client who paid for a service. Period. Even godaddy didn't follow their OWN PROCEDURES (7 days notice). That's the cause of the problem. Taking down a root dns, without due process is blatant censorship. Period.
Godaddy should be prosecuted and fined to the fullest extent of the law. Godaddy is no better than a mafia thug who demands protection money from local shopkeepers. Godaddy was given, IN TRUST, the right to manipulate root records. Guess what, you can't do that, I can't do that, only licensed registrars can do that. I look forward to the day that the internic pulls godaddys right to register domains due to abuse of power like this.
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ
 ·Sprint Mobile Broa..
·Comcast
| I hate to say it, but on this one I agree with Poobah. At least the 1st 3 paragraphs part. The last paragraph is a little too harsh for the actions by GoDaddy. If the blogs can be believed, the offending cust svc tech was fired - an appropriate action.
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packetscan
Premium
join:2004-10-19
Bridgeport, CT
clubs: | reply to G_Poobah
I'm with you 100%. |
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JoshNJ
Premium
join:2001-12-25
Freehold, NJ
| reply to G_Poobah
said by G_Poobah :Taking down a root dns, without due process is blatant censorship. Period. You really want to start that incredibly incorrect argument again? 
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kapil
The Kapil
join:2000-04-26
Chicago, IL
| reply to G_Poobah
I'm on the fence of this one.
You get what you pay for...if you expect the same service for $2.99 that you would pay Network Solutions $35 for...especially for an fairly large enterprise, you get what you deserve.
GoDaddy may have jumped the gun in shutting off the domain...but I honestly wish that MORE abuse departments were this prompt.
If you listen to the calls on Perkel's blog, apparently the abuse people had sent several notices to the domain owner before finally shutting down the domain. If the domain owner didn't respond, what choice did the abuse people have than to follow their internal escalation process?
Marc Perkel isn't an effective communicator...he's irate on the calls, even if the cause is understandable, but when dealing with human beings, especially human beings that hold your business by the balls, you need some tact and communication skills...he seems to have neither. Furthermore, he seems to have very little technical knowledge of how DNS works. Saying "you've shut down an entire data center" isn't quite the same as explaining that you've disabled the domain that hosts DNS for several hundred customer domains.
On the second phone call, when he's talking to the "office of the president" the rep tells him repeatedly what to do in order to get the issue resolved...Marc just keeps talking over the guy and continues to insist that "it's an emergency situation" and that he will "pay whatever to turn the damn thing back on" ...when all he had to do is read the email sent by the abuse people and ask the executive escalation guy to expedite the process outlined in that email...instead he spends his energy getting the guy to acknowledge that GoDaddy had blundered.
The ONLY thing I can fault GoDaddy for is not escalating the call when Marc called on the night of the DNS change...that customer service rep who claimed to have called his manager should have escalated the call as Marc asked...and then the manager could have decided. But if we're going to start punishing companies for horrible service by people they are paying little more than minimum wage...we're going to be here a while.
If you can believe the blogs, the customer service rep in question has been fired...and that's appropriate. While this will probably get settle in court, what else do you want GoDaddy to do? ...I can't believe I'm actually defending the slimeballs at GoDaddy...but gotta call it as I see it. |
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odog
Cable Centric Vendor Biased
Premium
join:2001-08-05
Norcross, GA
clubs:
·Comcast
·Metrocast Communic..
 ·Vonage
| agreed... I wish more abuse departments were as quick to act.
Just that guys voice made me want to slap him, Marc has the most annoying tone I've heard in recent history. He also fails to convey the exact problem... the "whole datacenter down" doesn't say much and he had to have said it 50 times.
I think godaddy did have some egregious faults, but they also took a step to stop phishing which went unheard by NT. I wonder when NT received the first complaint of abuse? And exactly how long the phishing site was up and functioning? It would be very interesting to see how the customer that instigated this whole problem feels about being responsible for this event. |
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Rob
In Deo speramus, God Bless the USA
Premium
join:2001-08-25
Kendall, FL
·Comcast
| reply to nightwalker
Re: Hardly a 'large' provider.
Godaddy is a domain registrar, nothing more. Their job isn't to police how or what a person does with a domain they own.
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JSRoman
Premium
join:2005-03-10
Callahan, FL
| reply to TKJunkMail
Re: Updated
said by TKJunkMail :I hate to say it, but on this one I agree with Poobah. Looks outside and see pigs flying. Cnn is reporting Hell has frozen. Fox new flash "Blizzard in Key West"  |
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technick
Premium
join:2000-12-16
Loganville, GA
1 edit | reply to Jonbo298
said by Jonbo298 :The people running the servers shouldve kept their stuff updated (AV/Firewall, etc...) instead of wasting their time posting about their experiences with support. Oh well, its not GoDaddy's fault a server was compromised. GoDaddy took the initiative to ensure the problem didnt spread by cutting off the head temporarily. Then the body comes and complains "I want my head back, I made sure its clean now" In the past 5 years I have managed multiple dedicated servers. While security is a big issue with dedicated servers, if someone wants to compromise your box, there is no stopping. Recently let me share one of my experiences with a datacenter (layeredtech) playing judge, jury and executioner on one of my boxes.
I had a FC3 dedicated box for apache development, and game server hosting. Well I hadn't even fired it up for the game server hosting yet, I didn't have the time to do that. I did have the time to get alot of custom development work done on it and streamlining of zope, apache and squid. Well to make page requests faster I put out Squid to cache my internal site for me, to take some of the load off of Apache during benchmarking to see how high I could push it.
Not a month later my host received an email from the department of homeland security claiming that I might be running a potential insecure proxy. Well my hosting company opened a abuse ticket on my machine and sent me an email saying that I have to fix it with in 24 hours or I would be cut off. I looked and looked on my machine to try to figure out what they were talking about, the only thing squid was doing was caching my local sites. So I get another email from the abuse department with a nmap scan attached demanding something is done with in 4-6 hours. WTF am I supposed to do with this? Are you showing me something I don't know about? Nope... So I finally told them to test my server, try to pass traffic through it. Basically the put up or shut up type of deal.
The point of this story is the abuse departments at large companies are mostly comprised of morons who know nothing of what they are doing. They just blindly hand out abuse tickets and set unreasonable time limits / penalties. I'm lucky I was in town that day to get my email.
I wonder if ICANN has a rule about shutting down a registarar due to complaints coming from another registarar? I love the prices at godaddy, but I would support a lawsuite against them for this and the rude bloggers.
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Agris
@comcast.net
| reply to G_Poobah
Ugh, what you don't realize is that they are NOT just a registar. They are also a host, so yes they CAN change the root records if they update their servers. Better double check your own information before criticizing others on what an expert you are. |
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cdru
Go Colts
Premium,MVM
join:2003-05-14
Fort Wayne, IN
| reply to nightwalker
Re: Hardly a 'large' provider.
To me, it shouldn't matter if it was 1, 10, or 10,000 domains. It shouldn't have happened the way it happened. And in the unlikelyhood that it did happen, it should have been able to be quickly resolved. Shutting down a domain late on a Friday and having no way to turn it back on until the 24/7 abuse department comes back in is ridiculous.
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"What gives them the right to come in and do this?" she said. - Lady complaining that she was getting FIOS in her backyard. |
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cdru
Go Colts
Premium,MVM
join:2003-05-14
Fort Wayne, IN
| reply to odog
Re: Updated
said by odog :I think godaddy did have some egregious faults, but they also took a step to stop phishing which went unheard by NT. I wonder when NT received the first complaint of abuse? And exactly how long the phishing site was up and functioning? I don't know how long it was before they received their first complaint or how long the phishing site has been running, but from the reports that I've read, the compromised server had been fixed (or at least shut down) for several days before GD pulled the plug.
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"What gives them the right to come in and do this?" she said. - Lady complaining that she was getting FIOS in her backyard. |
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RoadWarrior
join:2002-10-22
USA
1 edit | GoDaddy is right
Upon reflection, I do not wish to post. Take me back! |
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sporkme
drop the crantini and move it, sister
Premium,MVM
join:2000-07-01
Morristown, NJ
·Optimum Online
| reply to cdru
Re: Hardly a 'large' provider.
said by cdru :To me, it shouldn't matter if it was 1, 10, or 10,000 domains. It shouldn't have happened the way it happened. And in the unlikelyhood that it did happen, it should have been able to be quickly resolved. Shutting down a domain late on a Friday and having no way to turn it back on until the 24/7 abuse department comes back in is ridiculous. Not to mention that killing the domain should be a last resort. If there's an abuse problem, you start with the company hosting the box doing the abusing, then go to their upstream provider(s). If it's something incredibly horrible, like a box serving up stolen credit card numbers, then MAYBE you escalate to the registrar for the domain in question, NOT the domain of the host.
Would everyone be OK with this if for example Speakeasy, Verizon or Comcast's registrars just pulled their domain because someone on one of those respective networks was spewing something bad?
Has anyone here ever seen a domain of a legit business pulled like this? I've seen it for hardcore spam gangs, but never for something this silly.
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Nothing in all the world is more dangerous than sincere ignorance and conscientious stupidity |
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JakCrow
join:2001-12-06
Palo Alto, CA | I'd have more sympathy...
...if this Marc Perkel guy didn't sound like he was drunk. |
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TCPNAVIGATOR
@sonic.net | This guy Marc sounds like some kid off the street. While I don't condone what GoDaddy did, why isn't it the owner of the domain/data center calling in for himself? Such non-professionals all the way around. |
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