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Journal Journal: Chronicles of GoDaddy: How not to run an ISP 16

This is a review of the GoDaddy.com ISP. For a brief period of time, I used them for both my SSL certificate provider and my hosting provider. That lasted about a week. This review chronicles my experience with GoDaddy so that others can avoid the same fate.

It's hard to know where to begin when criticizing my experience with GoDaddy. It all started with a GoDaddy SSL certificate that was expiring in mid-August. Things started going wrong when GoDaddy sent me the expiration notice in mid-June. I immediately went to their website to renew. When I got there, I got a message that said I couldn't renew it for three days. I wrote them to complain and their reply basically said, "Yes, you can't renew before a certain date." Three days later, on the day it said I should be able to renew it, it still said I couldn't renew it.

A couple of weeks later, I went back to renew. I submitted a renewal for 9 years and paid for it (almost $270). I thought it was odd that they still hadn't sent out the cert, but I figured it would happen on the billing date for the account.

In the meantime, I decided to try to speed up my website by moving large graphics to shared hosting. Since I had a GoDaddy account already, I added hosting to it. Thankfully, I only paid for two months. While uploading content to the server, I started having weird problems almost immediately, finding that the server would just suddenly block my IP (including pings) for several minutes at a time. I theorized that they were limiting the number of reconnects per minute, so I spread the load out across several IPs and finished my uploading. I did all this over the holiday weekend to minimize impact.

Well, once I had the content on the server, I switched my home server to point to the images on that server. The next night, I tried to view a page full of thumbnail images and it stalled for a very long time. The problem went away after a couple of minutes, so I ignored it. When it happened again the next night, I started becoming concerned. When it happened on the fourth night, I started running a script that requested a tiny 15K image once a minute so that I could characterize the problem.

I contacted GoDaddy at this point, and they blamed my connection. I then reproduced the problem from work (where they have multiple OC-3 connections). I contacted them again. They continued to just say "We can't reproduce this" and actually had the nerve to suggest that I call them when I have the problem. How do you call somebody about a problem that only lasts 2-3 minutes from the start of the hang to the end? That's like telling somebody, "When you see a shooting star, text me so I can look up." Yikes!

Then, it got better. GoDaddy contacted me and said that they couldn't issue my SSL certificate because they now issue them for a maximum of 5 years---this in spite of the fact that their website was perfectly willing to sell me a 9-year certificate. So they started the process of issuing a refund.

A few hours later, they denied the refund. At this point, I wrote them back, chewed them out massively, listing in detail the litany of problems I had experienced with their service, carbon copied the president of GoDaddy, and basically threatened legal action if they didn't fix this mess. They restarted processing of the refund, but continued to refuse to honor the terms of our contract.

Their servers are still performing inadequately, so I plan to drop their service entirely as soon as I figure out where to migrate the files. And my SSL cert no longer comes from GoDaddy. I didn't even wait for my existing cert to expire; I don't want GoDaddy to get the free advertising. It also helps that my new SSL cert provider is free as in beer. I figure it's worth the hassle of renewing the cert annually to save $30 a year.

The bottom line is that I was going to spend about $114/year in hosting and SSL with GoDaddy, but because of their completely inept customer support, I'm now going to spend exactly $0 with them, and I will be spending a fair amount of time over the next few weeks posting detailed, harsh, negative reviews of their hosting service on every site I can find, from FaceBook to Web Hosting Geeks....

If I did my job as well as their customer service reps did their jobs, I would have lost my job after the first day. How, precisely, do these clowns stay in business? And how have they not had their credit card merchant account revoked?


P.S. Does anyone know of a web hosting provider that allows SSH, is reasonably reliable, and doesn't claim the rights to produce derivative works based on anything you upload?

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