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Unprofessional Email Systems Rollout

What happened on September 25th, 2015 was the poor execution of a system upgrade that cost end-users a potential loss of tens of thousands of dollars, not to mention loss of technical credibility for Godaddy, a multi-billion dollar company.

 

It amazes me to think that there was no customer announcement before the roll-out or a planned seamless migration using a redundant system. Another example of corporate cost cutting and lack of customer service.

 

Here is just a short list of complaints from Godaddy Clients and corporate CEOs, etc.:

 

Michael Barnett ·

Founder & Director at Your Phone App

Cant send emails and is impacting my business.

Sep 26, 2017 1:32am

 

Andrew Lang ·

Executive director at Open and Affirming Coalition UCC

Yeah, I hope this company wakes up. No email going or coming on our email server for several hours, and after they said they fixed the problem, only sporadic emails coming and going. And no evidence that emails sent and received during the outage still exist: no way to run a business, and many of us are thinking seriously about pulling out for good.

Sep 25, 2017 6:27pm · Edited

 

Vladimir A Shvartsman ·

Works at Electronic Design & Research

That's really bad. I had to send my people home because we could not get the shipping info.

Sep 25, 2017 6:25pm

 

Antimo Timo Rivetti ·

Petaluma, California

no email since 7am this morning - working on several offers & can't do my biz:(

Sep 25, 2017 5:06pm · Edited

 

Shari Wollman Gaister ·

Realtor/Consultant at Cummings & Co. Realtors

my email is also down and has been for hours

Sep 25, 2017 4:49pm

 

Andrés Vargas ·

San Pedro, San Jose, Costa Rica

Mine (our clients) too...

😞

Sep 25, 2017 6:55pm

 

Pablo Quinteros ·

Totowa, New Jersey

No email since about 10 AM on EST. Support doesn't respond.

Sep 25, 2017 4:16pm

 

Monica P. Tor ·

Founder at CEO of SocialQuest, Inc.

No email since 8 am PST

Sep 25, 2017 4:09pm

 

Neil Rosenberg ·

Lecturer in mechatronics at UNC Asheville

No email since 10:30 this morning. Hope they haven't lost all incoming mail (ouch!).

Sep 25, 2017 4:07pm

 

Andrés Vargas ·

San Pedro, San Jose, Costa Rica

Seems that incoming mail has been bouncing back with notification to the sender...

Sep 25, 2017 6:56pm

 

Mary Beth McIntyre ·

President at Win-Win Giving

No email between 1-6 pm. Boston MA

Sep 25, 2017 3:51pm

 

Mark Schneider ·

CEO/Founder at Vizion Health LLC

No email all day

Sep 25, 2017 2:44pm

 

Julie Sauve

been down since 8 am in MOntreal, Quebec Canada

Sep 25, 2017 2:42pm

 

Jerry Anathan ·

Founder at Inner Guru Coaching

6-7 hours later in NYC

Sep 25, 2017 2:27pm

 

Joseph Sorrentino ·

Photographer/Owner at JAS Photo LLC

I've gotten some - Don't know if I'm missing some!

Sep 25, 2017 2:27pm

 

Mindy Decker ·

Tustin, California

no email all day in Orange, CA

Sep 25, 2017 2:22pm

 

Michael Silsby ·

Choctaw, Oklahoma

no email all day oklahoma

Sep 25, 2017 2:21pm

 

Lorraine Anne Costello

No emails for the past 6 hours.

Sep 25, 2017 2:20pm

 

Amanda Woodrum Easter ·

Owner at Inside Out Creative

Down in West Virginia

Sep 25, 2017 2:10pm

 

Matthew Kurtzman ·

CEO at Back 2 School Illinois

No incoming emails since 10:45am

Sep 25, 2017 1:38pm

 

Michael Higgins ·

Chaminade University of Honolulu, HI

no emails since Sunday evening

Sep 25, 2017 1:27pm

 

Linda Mullen ·

University of Iowa College of Law

Email down in Southeast Iowa since 9:00 am.

Sep 25, 2017 1:14pm

 

Andra Anteau ·

Realtor at Howard Hanna Real Estate Services

No email since noon, Michigan

Sep 25, 2017 1:13pm

 

Janet Tanner ·

University of Cincinnati

No emails since 9:00am vancouver, Washington

Sep 25, 2017 1:08pm

 

John Nwosu Law ·

Attorney & Counselor at Law at Law Office Of John Nwosu

Dallas, Texas - No emails since 10:35am CST

Sep 25, 2017 1:03pm

 

Robert Duron ·

Photographer at Robert Duron Photography

Down in Orange County all day. I wonder if that means we lose emails that havent gotten through?

Sep 25, 2017 12:50pm

 

Scott Vegas

No email and our website is down since Sunday!! South Florida

Sep 25, 2017 12:44pm

 

Joan Kincaid ·

The University of Texas at Austin

Down in Austin

Sep 25, 2017 12:41pm

 

Judson Kemsley

Down in Utah. No emails in or out.

Sep 25, 2017 12:36pm

 

Amy K Coballasi ·

Sarasota, Florida

No email going out or coming in- for the whole office! Florida

Sep 25, 2017 12:22pm

 

Fred Steinberg ·

Smithtown, New York

No email. NIGHTMARE

Sep 25, 2017 12:21pm

 

Rob Rohena ·

CEO & Founder at DIR Incorporated: A Goal-Based Revenue Marketing Agency

Webmail down.

Sep 25, 2017 12:11pm

 

Julee Bode ·

Owner/Designer at Dragonfly Design

Down in Minneapolis. Not receiving work emails here either.

Sep 25, 2017 12:10pm

 

Tabatha Predovich

Down in Minneapolis. I'm not getting any work emails.

Sep 25, 2017 12:06pm

 

Melissa Hernandez ·

Anaheim, California

ok good to know its not just me.

Sep 25, 2017 12:06pm

 

Nancy Barkley ·

Owner at Honeymoons and Getaways

Down in Philly since 10am EST???

Like · Reply · Sep 25, 2017 11:59am

 

Chuck Krause ·

Owner/Designer at BluArch Collection

Down in SE Michigan since 1pm

Like · Reply · Sep 25, 2017 11:55am

 

Kristine Zelazo ·

Realtor/REO Specialist at Global Luxury Realty LLC

GoDaddy is down in Miami. Status? It has been down all day. Unacceptable.

Like · Reply · Sep 25, 2017 11:33am

 

Adam Geraci ·

University of Georgia

Webmail down for our company since 11am. Nightmare

Like · Reply · 2 · Sep 25, 2017 11:33am

 

Carrie Howard Uberecken

webmail down since 7:30. Reason?

Like · Reply · Sep 25, 2017 11:16am

 

Gina Pearce Stephens ·

Publisher at Raleigh Magazine

down in Raleigh, NC. Anyone know why?

Like · Reply · Sep 25, 2017 10:47am

5 REPLIES 5

How do you know it was a system upgrade that caused the issue?  I can't find that mentioned anywhere.

Does GoDaddy publish a post-incident report anywhere like other providers do?

Victor S.

See the email from them explaining what happened below.  This was received today, 4 days after the issue.  too bad for them I am already too far along in migrating my domain, website and email to another provider.  Why did they not plan the upgrade on a Sunday?  Why did they not communicate better on Monday when it happened?  So many unanswered questions and all we get is a lame email from their General Manager about how we are an important customer.  Actions speak louder than words.  Whoever is in charge over at Godaddy should resign, that would be a good start.

 

A scheduled upgrade may have delayed your emails.

 

Your messages were delivered. We're sorry for the disruption.


We know reliable email is important to your success, and we take our commitment to you seriously. Following the completion of a scheduled upgrade to our systems on Monday, some customers began experiencing a delay in receiving emails. Please accept our apology for the disruption. We're making improvements to prevent these kinds of issues in the future.

We appreciate your business and apologize for any inconvenience this may have caused.

Thank you for being a GoDaddy customer.

Sincerely,

Irana Wasti
SVP General Manager
GoDaddy

 

 

Interesting how they also locked down the thread about the issue so nobody else can comment.


@johnny11 wrote:

See the email from them explaining what happened below.  This was received today, 4 days after the issue.

 


Thank you for providing a copy of that email.  I never received it, probably because I only have GoDaddy's email forwarding service rather than email hosting.


I wish they would provide the explanation under the issue on the System Status page instead of just saying that it's been resolved.

Victor S.
Retired
Not applicable


@quietmountain wrote:

What happened on September 25th, 2015 was the poor execution of a system upgrade that cost end-users a potential loss of tens of thousands of dollars, not to mention loss of technical credibility for Godaddy, a multi-billion dollar company.

 

It amazes me to think that there was no customer announcement before the roll-out or a planned seamless migration using a redundant system. Another example of corporate cost cutting and lack of customer service.

 

Here is just a short list of complaints from Godaddy Clients and corporate CEOs, etc.:

 

Michael Barnett ·

Founder & Director at Your Phone App

Cant send emails and is impacting my business.

Sep 26, 2017 1:32am

 

Andrew Lang ·

Executive director at Open and Affirming Coalition UCC

Yeah, I hope this company wakes up. No email going or coming on our email server for several hours, and after they said they fixed the problem, only sporadic emails coming and going. And no evidence that emails sent and received during the outage still exist: no way to run a business, and many of us are thinking seriously about pulling out for good.

Sep 25, 2017 6:27pm · Edited

 

Vladimir A Shvartsman ·

Works at Electronic Design & Research

That's really bad. I had to send my people home because we could not get the shipping info.

Sep 25, 2017 6:25pm

 

Antimo Timo Rivetti ·

Petaluma, California

no email since 7am this morning - working on several offers & can't do my biz:(

Sep 25, 2017 5:06pm · Edited

 

Shari Wollman Gaister ·

Realtor/Consultant at Cummings & Co. Realtors

my email is also down and has been for hours

Sep 25, 2017 4:49pm

 

Andrés Vargas ·

San Pedro, San Jose, Costa Rica

Mine (our clients) too...

😞

Sep 25, 2017 6:55pm

 

Pablo Quinteros ·

Totowa, New Jersey

No email since about 10 AM on EST. Support doesn't respond.

Sep 25, 2017 4:16pm

 

Monica P. Tor ·

Founder at CEO of SocialQuest, Inc.

No email since 8 am PST

Sep 25, 2017 4:09pm

 

Neil Rosenberg ·

Lecturer in mechatronics at UNC Asheville

No email since 10:30 this morning. Hope they haven't lost all incoming mail (ouch!).

Sep 25, 2017 4:07pm

 

Andrés Vargas ·

San Pedro, San Jose, Costa Rica

Seems that incoming mail has been bouncing back with notification to the sender...

Sep 25, 2017 6:56pm

 

Mary Beth McIntyre ·

President at Win-Win Giving

No email between 1-6 pm. Boston MA

Sep 25, 2017 3:51pm

 

Mark Schneider ·

CEO/Founder at Vizion Health LLC

No email all day

Sep 25, 2017 2:44pm

 

Julie Sauve

been down since 8 am in MOntreal, Quebec Canada

Sep 25, 2017 2:42pm

 

Jerry Anathan ·

Founder at Inner Guru Coaching

6-7 hours later in NYC

Sep 25, 2017 2:27pm

 

Joseph Sorrentino ·

Photographer/Owner at JAS Photo LLC

I've gotten some - Don't know if I'm missing some!

Sep 25, 2017 2:27pm

 

Mindy Decker ·

Tustin, California

no email all day in Orange, CA

Sep 25, 2017 2:22pm

 

Michael Silsby ·

Choctaw, Oklahoma

no email all day oklahoma

Sep 25, 2017 2:21pm

 

Lorraine Anne Costello

No emails for the past 6 hours.

Sep 25, 2017 2:20pm

 

Amanda Woodrum Easter ·

Owner at Inside Out Creative

Down in West Virginia

Sep 25, 2017 2:10pm

 

Matthew Kurtzman ·

CEO at Back 2 School Illinois

No incoming emails since 10:45am

Sep 25, 2017 1:38pm

 

Michael Higgins ·

Chaminade University of Honolulu, HI

no emails since Sunday evening

Sep 25, 2017 1:27pm

 

Linda Mullen ·

University of Iowa College of Law

Email down in Southeast Iowa since 9:00 am.

Sep 25, 2017 1:14pm

 

Andra Anteau ·

Realtor at Howard Hanna Real Estate Services

No email since noon, Michigan

Sep 25, 2017 1:13pm

 

Janet Tanner ·

University of Cincinnati

No emails since 9:00am vancouver, Washington

Sep 25, 2017 1:08pm

 

John Nwosu Law ·

Attorney & Counselor at Law at Law Office Of John Nwosu

Dallas, Texas - No emails since 10:35am CST

Sep 25, 2017 1:03pm

 

Robert Duron ·

Photographer at Robert Duron Photography

Down in Orange County all day. I wonder if that means we lose emails that havent gotten through?

Sep 25, 2017 12:50pm

 

Scott Vegas

No email and our website is down since Sunday!! South Florida

Sep 25, 2017 12:44pm

 

Joan Kincaid ·

The University of Texas at Austin

Down in Austin

Sep 25, 2017 12:41pm

 

Judson Kemsley

Down in Utah. No emails in or out.

Sep 25, 2017 12:36pm

 

Amy K Coballasi ·

Sarasota, Florida

No email going out or coming in- for the whole office! Florida

Sep 25, 2017 12:22pm

 

Fred Steinberg ·

Smithtown, New York

No email. NIGHTMARE

Sep 25, 2017 12:21pm

 

Rob Rohena ·

CEO & Founder at DIR Incorporated: A Goal-Based Revenue Marketing Agency

Webmail down.

Sep 25, 2017 12:11pm

 

Julee Bode ·

Owner/Designer at Dragonfly Design

Down in Minneapolis. Not receiving work emails here either.

Sep 25, 2017 12:10pm

 

Tabatha Predovich

Down in Minneapolis. I'm not getting any work emails.

Sep 25, 2017 12:06pm

 

Melissa Hernandez ·

Anaheim, California

ok good to know its not just me.

Sep 25, 2017 12:06pm

 

Nancy Barkley ·

Owner at Honeymoons and Getaways

Down in Philly since 10am EST???

Like · Reply · Sep 25, 2017 11:59am

 

Chuck Krause ·

Owner/Designer at BluArch Collection

Down in SE Michigan since 1pm

Like · Reply · Sep 25, 2017 11:55am

 

Kristine Zelazo ·

Realtor/REO Specialist at Global Luxury Realty LLC

GoDaddy is down in Miami. Status? It has been down all day. Unacceptable.

Like · Reply · Sep 25, 2017 11:33am

 

Adam Geraci ·

University of Georgia

Webmail down for our company since 11am. Nightmare

Like · Reply · 2 · Sep 25, 2017 11:33am

 

Carrie Howard Uberecken

webmail down since 7:30. Reason?

Like · Reply · Sep 25, 2017 11:16am

 

Gina Pearce Stephens ·

Publisher at Raleigh Magazine

down in Raleigh, NC. Anyone know why?

Like · Reply · Sep 25, 2017 10:47am


Wow 2 years ago? That was some outage.................