You probably already read the news about the changes at Go Daddy’s Executive Accounts group. It seems that the company has begun to notify customers about the changes.
I have a few accounts at Go Daddy (for my different companies), and one of my accounts appears to have been cut loose from Go Daddy Executive Accounts. Below is the “rejection” email I received today. I say it’s a rejection email since the phone number listed is the standard call center phone number rather than the Executive Accounts line.
Brad Larson has been my Account Executive for a number of years, and he is one of the primary reasons for keeping my domain names at Go Daddy. If my primary accounts are dropped, I will probably transfer them out as they come up for renewal.
Go Daddy has fantastic customer support and account management groups, and it’s disappointing to see this change because I trust the AE team with my valuable domain name assets.
Update: Fortunately, it seems that my primary accounts retained their status and Brad is still my rep.
Dear Silver Internet Ventures LLC,
We want to take a moment to thank you for your business, and to share some news about how we handle your account.
Account support is now available 24/7 at 1-800-505-8877. You will find this a quicker and more efficient way to meet your needs. All 1,800 plus agents are committed to making you and your business even more successful in the new year. Call anytime for a consultation and account review.
We are looking forward to the release of many new products and services in the year ahead, and many more years serving you.
I quickly send a thank you email to my acct executive before GD let him go.
He sure did a lot of work for me and even send me invitations to meet the Godaddy gals
GoDaddy Account Executive = glorified customer service rep with a direct extension.
The few times I called GoDaddy, their response time was fast. Service wasn’t perfect, but they were polite. Other than the fact that they once deleted a client’s hosted content upon expiration of the domain, they are ok in my book.
Elliot, Agreed. To be 100% honest, GoDaddy support is the best, but I can get better deals elsewhere.
I work with Pete Davis, and that’s why GD is my number one choice.
Without that connection, I would probably be pretty happy to go to a lower cost provider and look at those things more closely.
I very rarely have a request, maybe 2 or 3 times a year, but knowing I can just send off an email is a big luxury that I like having.
In your case Elliot, since you have a few different accounts, I am sure they would be willing to allow you to keep a AE based on your overall relationship.
The executive accounts department, security, support, and specifically my account manager is the main reason I have consolidated thousands of domains at GoDaddy.
This is what I was concerned about happening when a private equity company came in.
You have the consultants, AKA the Bobs from Office Space, coming in and looking at numbers on a sheet of paper.
The raw numbers don’t tell the whole story.
If this is to truly give better support to top end clients that is one thing, but it sure seems like private equity bean counters trying to save a few bucks at the expense of some of the best customers.
If there is a substantial negative change I will consider my options.
Ahhhh the memories are coming back to me now. I got my demotion email last year and I was pissed until I realized I didn’t really deserve an executive account anyway. They gave it to me without me asking and took it away about a year later.
By the way, Mario was my rep and he was awesome.
I think new ownership is asking why all all these accounts with 300 some odd domains are under executive control, probably going down, and looking at accounts that spend significant dollars at godaddy, and putting only them under an account manager.
I am very sure you will still have a customer service rep available 24/7, so at the end of the day, you are just losing the status of having a vip badge when you login.
I also think the raw number of domains is a poor way to judge who should qualify for an executive account.
A couple examples –
1.) Client 1 has 200 domains.
They spend six figures a year on GD auctions. GD also makes more money on commissions from their sales on their venue.
Do they qualify for an executive account now? No.
2.) Client 2 has 500 domains.
They don’t buy any domains on GD auctions, they only hand register domains with coupons.
Their raw renewal fees are around $8500 a year, but of that GD only makes a couple hundred in profit.
Do they qualify for an executive account? Yes.
If you think about it that does not make sense.
Client 1 could basically have a smaller portfolio worth millions, make GoDaddy six figures a year, and does not qualify.
This means Client 1 also does not have the option of DTVS, added security for their account.
GoDaddy really needs to re-consider the qualifications here.
I am not sure what the new qualifications are but I have about 3k domains with them, easily have spent over $100k on renewals, auction purchases, and other add on services in each of the past 5 years, and I did not get the boot yet. I do like having the executive service, because most of the time, the entry level reps have no clue what I am talking about in regards to domain, or transaction issues. I stick to godaddy, because they have 24/7 customer service, and good pricing. I just moved 1000 domains over from moniker, due to the fact they take 7 days for transfer, and customer service has been lacking.
I agree with the sentiments of Brad Mugford.
I was very, very scared when Bob Parsons sold. He built that company on sentiments of consumer goodwill that bean counters and private equity raiders will never, ever understand.
My main concern is price- so long as they keep the coupons flowing, I’ll remain, but should things start to change drastically, I’ll definitely move. I moved once already to Godaddy, wouldn’t take much to move away from Godaddy.
In my case, I was willing to pay not to have an executive account status, because frankly, the regular guys that pick up the phone 24 hours a day there do a fantastic job. I hope no one loses their jobs, perhaps make all of them regular account reps.
Godaddy is growing to fast, to give up talented employees.
I got the letter, too. But, when I sign in my account still says VIP. I’ll really be sorry if this changes. I don’t use my rep very often, but when I have needed him Ryan Reely has been great. If another company offers better rates what would be the point of keeping 400+ names at Godaddy without this service?
And, sending your customers letters essentially saying ‘You’ve been demoted’ is not great public relations.
Looks like 2 letters were sent, one eliminating service, and one explaining the new service being rolled out.
It says it was effective Feb 7th…
I got the latter letter, and it said something about a new team being formed,
This was the subject of the new letter:
Exciting News for Top Account Holders
I still have not received any email update regarding this.
I don’t think I received either one of those formal emails for my Top Notch Domains accounts. Frankly, I probably don’t deserve to have a AE if it’s given solely based on current business since I just have a couple hundred (give or take) names there. However, I’ve been a customer since 2004 and have spent a decent amount of money there.
I guess we’ll see what happens.
I hope Godaddy’s domain support is better than it’s webhosting support. I manage a few websites for friends and religious organizations. Several times now, I’ve had to call to report a problem with their server.
Each time they read form a script about how it’s probably a configuration issue with WordPress. No morons, I don’t call for simple technical issues on my side. I call when there’s serious issues on your side–like your whole database server down!
Each time, their message boards were jammed with complaints with people saying the tech support blamed them. Then later, those posts disappear.
If you call to report a domain theft, please tell me you don’t speak to the morons who run the web hosting technical support? 🙂
Elliot. I certainly don’t have the most domains – maybe around 400 or so – but I also received that email. I, too, thought that was the end to a not-really-more-than-normal experience of having an account manager. But I just received an “update” email with a “corrected” phone number. Many eyes on your blog. 😉
It looks like they changed it from 1-800 to 1-480.
GD customer support is pretty great no matter who you speak with, but I want to know if I have an urgent issue involving a 6 figure domain name I can speak with someone who can handle the issue immediately without having to jump through hoops.
I spoke with my “VIP” rep yesterday. He informed me that the department is officially closing (end of day) today. With 300+ domains at GD under the VIP program, I have been able to pay between $8.50 and $9.25 for renewals over the past 3 years when having my rep process the renewals for me. I send him about 120 renewals yesterday at $9.25 per dotcom. Those with dedicated reps may want to get their last order in today. This might be the last chance, at least for now, to get cheap bulk renewals.
I also have VIP status on Godaddy but why would you want your rep to renew at $9.25 per dot com when you can renew every single COM with a simple coupon code for $8.67 without even having to email anyone?
$9.25 is indeed quite expensive. I renew at $8.37 or cheaper