I recently tried to purchase a multi-year domain registration for a domain I registered with Google last year when setting up a Google Apps account. At the time, Google used GoDaddy as the registrar, and I opted for the privacy option to hide my contact information from whois lookups, provided by Domains by Proxy.
Sounds pretty simple, right?
Well, all was well until I tried to purchase a multi-year domain registration for my domain. Turns out the only way for me to do that is to convert my Google/GoDaddy account to a regular GoDaddy account or transfer the domain to a different registrar.
A bit more complicated, but nothing insurmountable, right?
Turns out that in order to convert my GoDaddy account or switch to a different registrar, I have to contact Domains by Proxy and authorize them to cancel my privacy protection.
Sigh. Okay, fine, how hard can that be?
Turns out when you register a domain during a Google Apps account set up, all of the Domains by Proxy set up and configuration happens behind the scenes. So, when you try to contact Domains by Proxy, they ask for your customer number. Well, I don’t have it – it wasn’t provided to me during the Google Apps account set up.
No problem, I should be able to reset the password and send it to the email Domains by Proxy has on file? Surely, Google passes that information along, right?
Turns out repeated attempts to get a new password emailed to me failed. It’s apparent that whatever email Domains by Proxy have on file isn’t one that I have (and yes, I have checked spam/bulk mail folders).
Surely I can provide Domains by Proxy my call-in/pin number, right?
Not only do I not know what that is, I didn’t even know I had one.
So, essentially, because I paid Google Apps extra money to make my whois information private, I am now locked out of my own domain.
After emails to Google and calls to GoDaddy and Domains by Proxy, here’s what I got:
- Google says GoDaddy can help me retrieve my Domains by Proxy information.
- GoDaddy has told me over the phone (twice) that I have to contact Domains by Proxy directly if I can’t access my Domains by Proxy account.
- Domains by Proxy is saying that I have to fax them an email change request form with a copy of my driver’s license and wait at least 3 days for a response.
Obviously, I’m reluctant to do so, and I’m far past the point of patience with Google (I can at least understand how GoDaddy and Domains by Proxy, being downstream of the registration process, don’t have control over the Google Apps registration process).
Conclusion: I now have to take a step that violates my privacy in order by to take control of a domain I own because I signed up and paid money for a service that was supposed to…protect my privacy.
How in the world is this good customer service? How is it common sense?
Great story over again!! Thanks a lot:)