DomainNoob

Update 090709: FIXED! Just noticed that a domain transfer I purchased didn’t actually initiate. I didn’t receive the usual request for the Transaction ID and Security Code that GoDaddy uses to begin the transfer procedure. Checking the status of my transfer I see a new bit of information there,

The transfer cannot be processed because the registry will not allow the domain to be transferred at this time. Most registries do not allow a domain to be transferred for a 60 day period after registration or prior transfer. This will be reprocessed automatically when the domain is eligible for transfer.

Excellent! It would appear that GoDaddy has come up with an elegant solution, simply do not initiate the transfer process until the domain is eligible. Thank You GoDaddy!

Update 073009: Got me again! Almost. I got the generic ‘update your ICANN info’ email from a registrar where a domain I’d won in auction was registered. Thing is, I thought I’d transferred the domain to GoDaddy months ago. (Helps to keep copies of my receipts… ) Yes I’d purchased a domain transfer back in January. I had one email notifying me that the transfer had failed.   But that’s it. No doubt I let it sit because, GoDaddy used to re-try the transfers later on. Anyway, I got on the phone and a very helpful support guy found the transaction, refunded my money and re-instated the transfer. He thought the refund SHOULD have been automatic. I’ve since re-confirmed with a supervisor that FAILED TRANSFER ORDER REFUNDS NEED TO BE   PROCESSED MANUALLY.

Just a heads up on what in my opinion is an annoying bug in the GoDaddy domain transfer process. Your domain transfer (this is a product you purchase from GoDaddy for $6.99) will expire after 30 days unless the transfer completes. You will be informed via email that the transfer didn’t go through. But you will not (as of 062609) be informed that GoDaddy has dropped your domain transfer and that it is no longer in your account. You will not get an email notifying you that your transfer has been dropped. YOU WILL NOT AUTOMATICALLY GET A REFUND. So for example, if you win a deleting name through SnapNames (or whoever), and wish to transfer the name to GoDaddy, DO NOT INITIATE THE TRANSFER BEFORE 30 DAYS HAS PASSED. Because the domain cannot transfer for 60 days (ICANN rule) you run the risk of throwing away your money, or, as in my case, an hour on the phone at your expense to GoDaddy support getting your refund (I was told to call, too complicated for email).
I was told by a supervisor that expiration of a transfer after 30 days is stated in the Domain Name Transfer agreement you have the option of reading at Checkout. And so it is.

2. Failed or Rejected Transfer Requests

Go Daddy may elect to accept or reject Your domain name transfer application for any reason at its sole discretion. Rejections may include, but are not limited to: The current Registrar rejected the transfer; The original registration took place less than sixty (60) days prior to the transfer request; The domain name has been placed in a locked status by either the Registry or by the losing registrar; The domain was transferred to Go Daddy less than sixty (60) days prior to the transfer request; The domain name expired but was not renewed; The domain name expired and was renewed during the forty-five (45) day grace period and the forty-five (45) day grace period has not yet passed; The Domain Name Registrant was changed less than sixty (60) days prior to the transfer request; Any pending bankruptcy of the current domain name holder; Any dispute over the identity of the domain name holder; Any situation described in the Dispute Policy; or Transfer orders over thirty (30) days old.

I was also told by the supervisor that refunds are at the descretion of GoDaddy but that they almost always do.

I guess the reason this is so frustrating is because I remember when GoDaddy would attempt to make the transfer UNTIL THE TRANSFER COMPLETED, i.e I could initiate the transfer after acquiring a domain and after entering the authorization codes, forget about it. Eventually, some 60+ days later, I would get an email confirming the transfer. Anyhow, that is no longer the situation.

Not just to whine. By and large GoDaddy works for me. In this situation though I would recommend:

1. Make mention of the transfer having to complete within 30 days at the point of purchase – not buried away in the legal agreement
2. The email that states a failure to transfer just prior to the passing of 30 days should offer a method to either re-initiate the transfer, or obtain a refund.

But why is it that in 2009, we, YOUR CUSTOMERS, are STILL perceived to be annoying, have-to-deal-with-them, sources of aggravation. The experience I had with GoDaddy, or rather, the feedback I had to provide as a result of my experience, IS EXACTLY WHAT YOU NEED TO MAKE YOUR COMPANY THRIVE!. Customer service is the new black. This is what it looks like….

SouthBySouthWest 031409 Zappos.com CEO Tony Hsieh keynote audio (right click to downlaod) click triangle to listen.