GoDaddy support is awful

Luckily, I don’t have personal experience with them. But, based on the 2 to 3 users per week that come to the Phorum support forums and IRC, they have the worst support of any host on the internet.

Example 1

A user comes to the forums having trouble with his Phorum install. In the user’s words, GoDaddy tells him “they couldnt help me costumize my scripts because it wasnt their job”. In this case “customize” meant filling in the MySQL permissions into the Phorum config files. In the end, GoDaddy had to move him to a Linux hosting account. They claimed that the Windows hosting accounts do not support PHP. However, they are clearly wrong about their own hosting as this all started because the user received a PHP error about not connecting to MySQL.

Example 2

This user found that GoDaddy is using MySQL 4 on their servers. Their web site does not mention a version anywhere. So, users are locked in to a hosting plan before knowing this.

Example 3

This happened today in IRC. It was much like the first example. In this case, GoDaddy support told him “permissions are set via ftp”. Um, MySQL permissions are set via FTP? The user had a MySQL server name. For some reason it did not exist. So, either he typed it wrong or they gave him the wrong server name. Either way, their support should recognize this and be able to help their clients.

Example 4

This is less a support issue and just plain crappy of them IMO. GoDaddy does not allow the creation of temporary tables. The Phorum search engine makes use of them to save lots of CPU and memory on the PHP side. Luckily for their users, Thomas felt sorry enough for them to make a module that used good old fashioned slow LIKE queries. So, that will work until their account is shut off because they have search queries clogging up the database servers.

So, if you are on GoDaddy, I feel for you. From where we sit, it really seems like they do not provide very good support. We end up having to support their users for things that GoDaddy should be able to answer.


11 Responses to GoDaddy support is awful

  1. Maurice says:

    As a fellow Phorum developer, I can confirm this wholeheartedly. I must have spent hours lately in supporting GoDaddy clients that want to install Phorum on their hosting account. Doing second-hand-guessing-support-by-proxy really is no fun and I’m slowly developing a nervous tick trat triggers when I see, hear or think about “GoDaddy”.

    Since I know how hard hosting support can be at times (I work at a ISP that delivers hosting too), I don’t bitch at other support desks (in public ;-). But for GoDaddy I’m happy to step away from this rule.

    Thanks for nothing, GoDaddy!

  2. Anonymous says:

    Their dedicated server support isn’t all that much better. They have draconian outbound spam filtering, which will unhelpfully reject messages with ‘550 Message not permitted’ or something, and expect the customer to figure out what part of that email was banned. Also, the first response to any open support ticket is “We’ll need you to email us your root password.” (!!) We did that once, and spying on .bash_history, all they really did was “date | mail …”. They showed no awareness that we’d changed the server to Postfix, nor did they seem to need root for anything. And then they told us “Maybe you had a blacklisted URL in the blocked message.” Sigh.

    I’m speaking as an individual, not an organization; and to protect us both, I’d rather not put my name on this.

  3. Luke Welling says:

    Personally I suspect all the discount shared hosts have awful support.

    I have not tried all of them, but everybody has the same stories. Old versions, incompetent support that might be a person or might be a very short Perl script, mysterious data loss (and no backups), random path and dependency changes, script kiddies running wild across accounts and secret quotas that mean that although they promised 400GB of traffic for $6 you will mysteriously run into unadvertised quotas well before you cost them money for bandwidth.

  4. Torok Alpar says:

    I was never happy with any hosting companies support. That is why i choose to go with one that doesn’t offer any, offers other facilities in stead an liberty. I am now happy with slicehost. Of course you have to have an system administrator near by, but at least when you have a problem you can fix it quick and not depend on anybody else.

  5. Felix says:

    Well, perhaps it is different in Germany, but I am very satisfied by my Hosting Company.
    I have a shared hosting offer and possibilities of 24h E-Mail and Phone Support.
    In 4 of 5 cases the E-Mail support took about 10 minutes to solve and answer my problem. The 5th case took one day.
    Everytime I was calling them, I had a friendly supportive guy who also knew how to do his job…
    Tho it is not one of the biggest companies around here, I am very satisfied.

  6. Eklyptic says:

    I am not a Phorum user but I still hate those guys. I purchased a dedicated server from them for a company a work with and they supplied me with outdated versions of php and mysql with my package… and who knows what else. It turns out they wanted a few hundred dollars more to get my software up to date otherwise, “maintaining your server is your responsibility… didn’t your sales rep tell you that?” Bastards.

  7. Sheeri says:

    I’ve had a good experience with Dreamhost — I had a problem where my website just plain stopped working, and they tracked it down to a cms plugin I had. They were very nice, and responded quickly (within a day, and I told them it wasn’t urgent, but that my site just plain wasn’t working). i still don’t quite know *why* it stopped working, but at least I could fix the problem so my site could work.

    they didn’t track down which plugin, but moved aside the plugin directory and things worked. I was embarassed, and grateful that they didn’t just say “well, it’s not us!” which they were completely justified in doing.

    I don’t work for Dreamhost, and I know they’ve had their issues, but they seem to come out on top. maybe that’s because they’re not hiring women to show their breasts, or buying superbowl ads, with their money.

  8. […] Ramblings of a Web Guy – “GoDaddy Support is Awful“ […]

  9. Have you seen their control panel? It’s like AOL all over again. There is no separation of utility and advertising. I have been using lunarpages for like 6 years and have always used cpanel x for domain management. I figured everyone had it easy like that until I got a client who bought hosting with them and needed me to set a few things up on the back. Lately, I’ve been seeing the ugly side of their hosting – 500 errors because a proper last modofed header is added to a page using php? db connections dropped because their mysql servers can’t handle the load? I always had a feeling they were a scam – now I have proof.

  10. just wanted to clarify: all the bad stuff i was just talking about, I was referring to Godaddy, not Lunarpages. When i reread my post it sounded a little confusing as to which host I was badmouthing.

  11. ameen says:

    I am using virtual dedicated with godaddy and would say they are the worst hosting provider in the world.
    My site is hacked , their copyrights department suspended our account and they charge us for the bandwidth which is not used by us on those suspended days.
    We became sick of their stupid support and wondering what can be done to recover the charges and get rid of their filthy service.

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