Sep 14

Now that is service!

This blog is hosted at GoDaddy, which early this week had some issues that means millions of it’s hosted websites, including Avalon’s Guide, were unavailable for several hours.

Someone from anonymous (the hacker group) claimed that they were responsible, and basically were attacking GoDaddy fro their stance on SOPA and their willingness to effectively “censor” the internet. (What on earth they would make of increasing censorship issues and curtailing of free speech in New Zealand I can only guess – I figure Anonymous don’t actually know where New Zealand is).

Funny thing though: GoDaddy, after pressure from it’s customers, backed down and did not pack the SOPA legislation, and chose instead to back it’s customers. GoDaddy did not censor the internet,and curtail my freedom of speech – some twat in Brazil with a chip on his/her shoulder did.

Now GoDaddy are claiming that the outage was a fault, and nothing to do with some hacker. Even so, they have sent out an apology to all customers affected, and given a refund of 1 months payment as a credit to our account:

We owe you a big apology for the intermittent service outages we experienced on September 10 that may have impacted your website, your email and other Go Daddy services.

We let you down and we know it. We take our responsibilities — and the trust you place in us — very seriously. I cannot express how sorry I am to those of you who were inconvenienced.

The service outage was due to a series of internal network events that corrupted router data tables. Once the issues were identified, we took corrective actions to restore services for our customers and GoDaddy.com. We have implemented a series of immediate measures to fix the problem.

At no time was any sensitive customer information, including credit card data, passwords or names and addresses, compromised.

Throughout our history, we have provided 99.999% uptime in our DNS infrastructure. This is the level of performance we expect from ourselves. Monday, we fell short of these expectations. We have learned from this event and will use it to drive improvement in our services.

As a result of this disruption, your account will be credited for the value of 1-month of service for each of your active/published sites.* This credit will be available to you for the next 7 days. Please click the button below to redeem your credit.

It’s an honor to serve you. Thank you for the opportunity to re-earn your business and trust.

And lo – checking our account – we do indeed have  a credit sitting there!

This website being down was annoying – but lets face it – its not exactly the end of the world. It didn’t harm me, it didn’t cause me untold stress, and in my case didn’t cost me any money in lost sales (though for many site owners obviously it would have done). And yet – without any hassle or correspondence from me, the company have apologised, and given me a credit.

Compared with the non-stop crapfest you have to go through to get an apology ( which you almost never get because of some strange aversion Kiwis seem to have to using the word “sorry”), let alone a bloody refund out of a Kiwi company even when they do screw up, it’s been completely refreshing. New Zealand businesses could learn a lot from this!

I am officially impressed!


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