kapil
The Kapil
join:2000-04-26
Chicago, IL
| reply to G_Poobah
Re: Updated
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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cdru
Go Colts
Premium,MVM
join:2003-05-14
Fort Wayne, IN
| 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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ericdaboy
join:2005-09-21
West Palm Beach, FL |  reply to odog
THIS IS AN EMERGENCY SITUATION!!!!! |
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