Complaint / review text:
I just purchased a domain for a company that I am starting. The company name.com was unavailable. I tried a number of different possible domain names but they were either to long or had the possibility to create some confusion among potential customers. I was so pleased when the sale rep just added my state CT to the company name and I was able to get the company name and the.com domain like I wanted. I even sent an email to his supervisor. What I didn't realize until 3 days later is that he spelled the name of the company wrong. He left out the word "in" (name purposely with held until I contact executive company office - which the initial customer rep and his supervisor Chris. F refused to provide for me. He said they didn't have that information!) out of the company name so of course the name was available. But who wants a word missing from their company name when trying to get people to go to their website? I don't! What makes matters worse is that I paid out nearly $200 in marketing materials (business cards and magnets, car magnets, shirts for staff, notecards, pads...) which are now all useless to me. Because their systems were down on the day I placed my order, Joe, the sales rep was unable to set up my account or email for me. If he had been able to do this I would have seen the mistake immediately. There is, in fact, another company with the exact same name that I was told I could have. Upon reporting this to a first line rep at least I received an apology. However, when I was transferred to Chris F. He was down right rude, accused me of being at fault because I did not verify the domain name in the confirmation email, he said people often misspell their company names (guess GoDaddy thinks a lot of its customers) and that's just how it is. He did not even apologize. I asked if my conversation with Joe wasn't recorded to show that I kept saying the name the way I wanted it. He replied, maybe it was, and maybe not but it doesn't matter. It's not like we're going to track it down. I asked to speak with his manager and he said he wasn't there. I asked him to leave a message and have his manager, Chris N., call me back on Monday. He said he could take a message but couldn't guarantee that the call would be returned because he usually doesn't return customer calls "at his level." I then asked for the owner's name and address but apparently they do not provide this to the staff and supervisors because he did not know how I could contact someone in upper management. I am a health care professional as well as a business person so I always try to aim for a win-win situation whenever possible, however, Chris F., talked down to me because I was a female and thought he could keep giving me the runaround. Additionally, when I changed the domain name, he told me that the special which they were running when I purchased the incorrectly typed domain name was no longer in effect and it was going to cost me an additional $69.95! Boy, what —lls! (rhymes with walls). I will pursue this until I reach someone who understands that a little good will is worth more this day and age than being right (even though they weren't right either), so I am not writing the name of my company or my domain name. Chris F. And Chris N., you need to be busted back down to the rank and file. Perhaps there you will learn a couple of the first rules of customer service. 1) Apologize for the problem whether it was your fault or not; 2) Tell the customer you want to try to work with them to get to the bottom of the issue. Lastly, remember to thank the customer for purchasing from your company. You failed at all of these! Mr. Parsons, I don't image you have time to read comments from your customers, but if someone knows an address where I can write to him please post it here or email me at (somebody please check to see if I spelled my name right - you know how we customers are with our spelling!).