Godaddy India — godaddy has deleted all files from a working account

Here is a simialr case of 27th August, 2018

Godaddy India — loss of all cpanel data due to inefficiency of go daddy

1 Review
Phonics on Aug 27, 2018 Mark as Resolved
Customer ID: Phonics

I have a start up based on online education. It has been there for around years. I have been using Go Daddy from the start. I have paid always on time and have over 20+ websites.

Since Saturday 25th Aug morning I was unable to access my cpanel and also noted that all my websites are down ... my customers started complaining ... i made numerous calls on 25th, 26th and 27th Aug, 2018

I was told it is a "known issue" and technical team is working on it. On 26th Aug I asked for some senior person to talk to and from executive level i moved to supervisor level.

I was told by supervisor that they are moving data of 1 server to another. And all websites of that server are having the problem and team is working on it.

I asked for an email id where I can write and tel number of higher ups. I was told same are not available. I insisted so I was told the matter is being sent to escalation team they will revert to me between 24 to 72 hours.

I sent few email on 26th evening and 27th morning. In the evening of 27th Aug, 2018 I get a call from escalation team and I was informed all my data was lost while Go Daddy was migrating from one server tot he another. And as per terms and policy signed by me it was my responsibility to have kept backup.

I asked for a mil in this regard and it came. It was as under.

Discussion Notes
Support Staff Response
Dear Customer,

Thank you for taking the time to speak with me today.

As mentioned during our call, our hosting teams have determined the disaster recovery backup we have available is incomplete and we would not be able to restore the contents of your web hosting account. As per GoDaddy's Terms of service which can be viewed here:https://in.godaddy.com/agreements/showdoc.aspx?pageid=HOSTING_SA, maintaining backups of website/server content is a customer's responsibility.

We understand this likely wasn't the answer you had hoped for, but we hope it helps you better understand our position.

Thank you for your time and understanding and thank you for being a GoDaddy customer

Regards,
Escalation Team GoDaddy India

Note no apology for losing a customer' data of 20+website was mentioned.

Go Daddy did not -

# save at its end the data before trying to migrate ... simple risk mitigation task as would be expected

# Go Daddy did not call / write to me, a customer, that they are migrating to a server and so we are advised to take back up by such and such date / time.
For taking money on items in cart not purchased or well before domains are to expire they send repeated emails and make calls but for such a high risk task Go Daddy did not bother.

Today my investment of crores and valuation of crores i worth zero. I have nothing to say this is what I had and this is what I have lost.

I can't write for any redressal as a customer's limit is executive /supervisors someone on escalation team.

I have written to Go Daddy CEO at the email ID of the supervisor who sent me an email as I had no other email to write to.

The casual approach before and after the disaster reflects the danger each customer in India who has a website hosted at Go Daddy can face. Terms and policy is what Go Daddy will hide behind when a customer is literally killed.

I was a self-funded start up ... I cannot rise again ... I am destroyed today evening ... I have the following thoughts now :

# Go Daddy claims its has "award-winning customer service team" ... given my real life story which can be proven the statement is incorrect

# Government of India must ensure that such service providers have their email Id and contact number for someone senior is available on their website. Else let them not operate in India.

# Government of India must bring such service providers under some rules - one must be every time they undertake risky tasks (one is stated in this complaint) they are bound to call and write to customer and informed with time schedule for back up etc If they do not abide by basic rules they must not be allowed to operate in India.

# Government of India must identify points in the agreement of Go Daddy which are one sided so that Indian s do not suffer in their hands.

I just do not want anyone else in India, particularly startups suffer and become paupers in a matter of no time due to inefficiency and unprofessionalism of Go Daddy. Indians have to be saved from Go Daddy.

I can do nothing to Go Daddy although it has destroyed me fully .. should an Indian be a victim like this ... no way ... if I can do anything to prevent this from happening to another Indian in the hands of Go Daddy I will do whatever I can ... I am destroyed but I do not want any other Indian to be destroyed on the hands of Go Daddy ... certain things just cannot be compensated this case of mine is one such case.

If anyone can advise on what I should do as next step I will be obliged.

PS :

All emails exchanged on this issue follow. Sharing it so that these prove that I am not misrepresenting facts in the complaint, also these will prove if I am biased / being carried away unnecessarily.

[protected][protected][protected][protected]...⇄
[protected]@godaddy.com
Sun, Aug 26, 6:10 PM (1 day ago)
to me, Gunashekaran, [protected]@godaddy.com

Dear Sir,

This is regarding the Cpanel issue that you are facing from yesterday.It has been reported to our technical team and they're diligently working to address it. For now, we'll not be able to confirm any ETA.

As you had a conversation with my Supervisor regarding the Cpanel issue we have further escalated this issue.

If any progress, will keep you posted.

Regards,

Sushma

Phonics India
Aug 26, 2018, 6:40 PM (1 day ago)
to jxsushma, gswathi, mqureshi

Dear CEO of Go Daddy,

For taking my money I get emails and calls from Go Daddy ... when i put something in cart and do not buy the same day it happens.

Now from yesterday morning, all my websites are down and cpanel not accessible.

I have made quite a few calls from yesterday morning ... call records may be checked.

It is clear from S Gunashekaran clarification that all websites of a particular server are being moved to a new server
and hence the issue. And they do not know when will it all be done.

So. as confirmed by S Gunashekaran all GoDaddy customers on the concerned server have their websites down.

And now look at the best part of "your award-winning support team 24/7" follow :

# customers are not informed about such a planned move by Go Daddy which will disrupt your customers' businesses /activities for some
time (unknown time) Server change is not a small matter and no 'mitigation plan' is there to handle customers - no early warning to customers,
no warning to customers even after 24 hours of the issue.

# attached mail was received on insistence by me ... and not a word of apology in it and the mail ends with the line "If any progress, will keep you
posted."

# senior most person a customer in anguish can get to by calling is S Gunashekaran, a supervisor. And this senior most person can not give the customers in India any telephone number or email ID where a
Go Daddy customer can contact for grievance redressal .Only the escalation team will be informed by the executive / supervisor internally who
will contact between 24 to 72 hours. Customers can stay in pain for that long and you can keep claiming "award-winning support team 24x7"
All this is my talk recorded at your end as per S Gunashekaran ... you may refer same for a better understanding.

# all contents in my cpanel are my property and if anything goes wrong I am sure no one will be responsible for same.

You are a CEO and you can best understand how issues like these which fall in the perview of Consumer Court and many
other aspects of Govt of India can be flared up.

You have taken money for a service, you have not informed customer of disruption of service, you are not providing customer
when problem will be solved, customer can talk at the most to a Supervisor. Customer is not given any tel no / email Id where
customer can write, customer is told escalation team will contact between 24 to 72 hours ...and we are talking about online stuff
... websites being dead and importance of time ihas a different perspective here ... do reflect as a CEO what would you do if your
service provider does this to you ...

With the type pf pressure facebook, Google etc are from governments this case of Go Daddy is an open invitation for being taken
to task.

Remember pre-paid customer cannot be treated the way you feel like. You can do to us what you are doing know but do note events
can catch up badly, if not immediately.

I end as a thoroughly "taken for a ride" customer of an organisation that claims to have award-winning support team 24/7 called Go Daddy.
(It would be a good idea to put on your website who gave you this award, when, and what is their contact ! )

Debashis Pati
CEO
Phonics eStore

Phonics India
12:03 PM (10 hours ago)
to jxsushma, gswathi, mqureshi

Dear Go Daddy CEO,

No one from escalation team has called me till now ... i called just now on your award winning telephone number ... executive has no idea ... my customers think I have not paid money to Go Daddy so they have shut my websites ... really award winning customer service ... when you are moving stuff from one server tot he other you should have basic technical capabilities ... if not do not do it ... do not make customers of India guinea pigs ... try it with American customers first ... determine SOPs etc and then implement in India ... truly you have everything for your online presence, as you say

If I would have been the CEO I would have made all customers receive a call ... apologise in writing and compensate in kind and definitely give a pink slip to at least 1 person .

Do not have anyone's email ID so this email ID is being sued to communicate with Go Daddy management and will be referred wherever and whenever required. These who are receiving these mails from me need to forward to all concerned and not just sit on this email.

Pathetic and shameful ... there is no award that is given for "shameful customer service 24x7" ... maybe we should start one and give the first award to you and publicise the same.

Hope the board is shocked when they know this is what is actually happening at customer interface... may Go Daddy suffer the way it is making customers like us in India suffer ...

I end as a thoroughly "taken for a ride" customer of an organisation, that claims to have award-winning support team 24/7 called Go Daddy (doubt it fully).

Debashis Pati
CEO
Phonics eStore

PS : I talked last to Sunita now ... as she said her name was ... my talk must not be deleted and record must be kept for reference in future.

Phonics India
7:43 PM (3 hours ago)
to jxsushma, gswathi, mqureshi

Dear CEO of Go Daddy,

Sekha from escalation team called me less than an hour back and informed all my cpanel data is lost by Go Daddy in the process of server migration.

I really thank you for the same. In a moment you have made me a beggar.

Sekha told me as per terms and conditions I should have maintained back up. So well said.

I have nothing to prove what I have lost.

As I have just become a beggar in less than an hour I am sure no one will lose job at Go Daddy.

Back up you must have taken before migrating data.

You should have informed customers to take backup before you proceeded with such a critical task.

Work of last 4 years of my life has been wiped out ... I really thank Go Daddy for this.

While tying this Sekha called up and confirmed again that there is no back up as confirmed by the technical team.

I have asked her to send mail on why all this has happened.

Anyway I have no option to really feel great about being a Go Daddy customer ... crores I had till four days back and
now I have nothing... I am a beggar ... truly award-winning performance by GoDaddy.

Best wishes to all at Go Daddy for such a stellar performance ...

Debashis Pati
ex - CEO Phonics eStore
now a beggar

Phonics India
7:59 PM (2 hours ago)
to jxsushma, gswathi, mqureshi

Dear CEO of GoDaddy.

Here is a great response ...

Discussion Notes
Support Staff Response
Dear Customer,

Thank you for taking the time to speak with me today.

As mentioned during our call, our hosting teams have determined the disaster recovery backup we have available is incomplete and we would not be able to restore the contents of your web hosting account. As per GoDaddy's Terms of service which can be viewed here:https://in.godaddy.com/agreements/showdoc.aspx?pageid=HOSTING_SA, maintaining backups of website/server content is a customer's responsibility.

We understand this likely wasn't the answer you had hoped for, but we hope it helps you better understand our position.

Thank you for your time and understanding and thank you for being a GoDaddy customer

Regards,
Escalation Team GoDaddy India

Now tell me when you migrate my data without telling an Indian customer who is responsible for the risk of the same. Which part of the terms and conditions states about same. I want escalation team to revert on this. As escalation team has shared link please tell me which part of it answers my point.

Phonics India
8:31 PM (2 hours ago)
to jxsushma, gswathi, mqureshi

Please send me immediately email id and contact number of CEO of Go Daddy, India.

If you won't give me let me know why Go Daddy will not give me.

DO NOT TAKE THIS email LIGHTLY.

Debashis Pati
Customer #:[protected]