Monday, December 15, 2014

How Bad GoDaddy Treats a 7 Year old Customer with 5 Domains and Deluxe Hosting Accounts


I have been a loyal GoDaddy customer for 7+ years. I signed up for their old Windows Grid Hosting a while ago and I was very pleased with the service I received. I wanted a cheap option to host ASP.NET applications with up to date associated features (IIS, SSL, ASP.NET Version etc.)

After renewing my hosting every 3 years, I noticed that I would save 200% if I let my hosting plan expire and sign up with a new account! I contacted GoDaddy support to see if they won't renew me at the same price as (lets be honest) it would save both of us time and effort. They refused and told me they couldn't do this, so I gladly opened a new Windows Plesk Hosting Account. As my applications run under IIS8 locally and target the ASP.NET 4.5 framework already, migration was not a problem and went rather smoothly.

I did notice that the Windows Plesk interface timed out quite a lot... As this is the only way to configure virtual directories and set file permissions, it became frustrating quite fast! Also, I noticed that FTP transfers (50.62.160.28 server in question) timeout A LOT! I'm left with SO MANY partial file transfers. I contacted support about this on the 8th of December 2014, but they could not offer a solution. My websites were also running twice as slow as before with the Grid Hosting... I came to the conclusion that they are overloading these new servers with so many new customers that they are prone to spammers/large file hosters/DOS etc. I figured that eventually these users will move on, so i'll stick with it for now...

After the migration to my new Windows Plesk Hosting Account, I noticed that I was rarely receiving HTTP 503 Error's with my web applications. I try to stop or restart the application pool in IIS8 and I get this error: http://consumerhorror.blogspot.com/2014/12/godaddy-cannot-stop-or-recycle-app-pool.html. For some reason, I do not have permission to stop or recycle the application pool. Weird! I contacted support about this issue but they didn't offer me any solution!

The web applications run fine locally and on HostGator. The applications are not triggering IIS' Rapid Fail Protection and it's not using hardly any resources or memory. GoDaddy will not offer me log files (They say that they don't keep them?) or anything to help me troubleshoot the issue. Their standard reply seems to be: "Your application needs to work on II8" or "There is a problem with your Web.Config and we don't troubleshoot scripts". Seems like an easy get out for them, but this was not the problem. So I pushed a little harder for a solution...

GoDaddy support has this to say:
Devin -
They are stating the app pool is running now. If you have them backed up you could to a total reset of the hosting account which could get rid of any issues but I'm checking with them to see if we have any logs that would tell us why it was reset.
Devin -
They stated that you'd want to set the trust level to full. They also advised that part of the issue could be an app that doesn't match the .net version.

I had already told him already that it's a simple .NET 4.5 web application with no extra trust requirements. So In GoDaddy's world... Give all your applications full trust or perform a full reset of your hosting account? Anybody with 1% knowledge of IIS/ASP.NET would fall off their chair at this advise! He then followed up with this response...

Devin -
I do understand your situation and I really apologize for the trouble. If I had a way to provide you those logs, I would. Unfortunately, we are unable to do so. We do not have logs for these errors. I really do wish there was something more that I could do for you, but we have reached our limit. There is nothing more that we can look into on this issue and we do not have any extra information to provide.

So GoDaddy has left me with 5 of my hosted domains all pointing to a 503 error which I'm unable to fix as I have no Admin privileges and no access to the IIS logs (which apparently they dont have?! That doesn't even make sense!). As a loyal customer for 7+ years, are they really that stupid? I am actually really confused about their business policy and how they treat their most loyal customers. What do they actually expect me to do now?

I mailed this as a formal complaint to GoDaddy and BBB.org on the 14th of December 2014. I would like for my web hosting to work as it should (with HostGator for example), and I would expect the service I'm paying for.

As of December 15th 2014, GoDaddy has yet to respond.
s34nvideos at gmail dot com

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