[ale] GoDaddy – Re: Domain Registrar
Michael B. Trausch
mike at trausch.us
Sat Jan 22 20:52:08 EST 2011
On Sat, 2011-01-22 at 18:02 -0500, Chuck Peters wrote:
> I am interested in what you find out. I think at least a few others
> on the list will be as well.
This is one of those emails that I am writing in HTML because of its
inherent expressiveness. I apologize in advance if that is annoying to
anyone. I suppose it probably does not matter much, though, since it
appears that my phone sends HTML mail by default anyway. Grr.
I submitted a ticket to them on their Domain Manager product, with the
following text:
> The GoDaddy Domain Manager is not providing me with the ability to add
> IPv6 glue records to my trausch.us domain. This seems to be an
> arbitrary restriction, since the .us TLD supports IPv6 now. What is
> the procedure that is required to add IPv6 glue? I need to get my
> nameservers listed with their IPv6 addresses such that they are able
> to be found on the IPv6 Internet. Thanks!
This was met with the following response (go ahead, laugh; I would if I
were you):
> Support Staff Response
> Dear Michael Trausch,
> Thank you for contacting online support.
>
> AAAA — AAAA records store a 128-bit Internet Protocol version 6 (IPv6)
> address that does not fit the standard A record format. For example,
> 2007:0db6:85a3:0000:0000:6a2e:0371:7234 is a valid 128-bit/IPv6
> address.
>
> It maps the host name to an address associated with a domain name and
> specifies that AAAA records must be processed.
>
>
> To Add an AAAA Record
>
>
> 1. Go to the Zone File Editor for the domain name you want to
> update.
> 2. Click Add New Record. The Add DNS Record window displays.
> 3. From the Record type list, select AAAA.
> 4. Complete the following fields:
>
> * Host Name — Enter the host name or domain name that
> links to this AAAA record.
> * Points to IPv6 Address — Enter the 128-bit address.
> * TTL — Select how long the server should cache the
> information.
>
> 5. Click OK.
> 6. Click Save Zone File, and then click OK. The AAAA record
> displays in the AAAA (IPv6) section.
>
> To Edit an AAAA Record
>
>
> 1. Go to the Zone File Editor for the domain name you want to
> update.
> 2. In the AAAA (IPv6) section, click the AAAA record you want to
> edit.
> 3. Edit any of the following fields:
>
> * Host — Enter the host name or domain name that links
> to this AAAA record.
> * Points to — Enter the 128-bit address.
> * TTL — Select how long the server should cache the
> information.
>
> 4. Click Save Zone File, and then click OK.
>
>
> Please let us know if we can help you in any other way.
> Sincerely,
> S Roberts
> Customer Care
Before I even start to nit-pick about the contents of that text, it is
completely not what I asked for! I asked them for the ability to add
glue records to my domains in the .us TLD. I did not ask them for how
to add AAAA records to my DNS. Had they taken thirty seconds to both
read my request and see that I do not use their bundled DNS hosting
solution, I think even a five year old who had some knowledge of this
problem domain would have seen that this reply was completely
irrelevant. It is something that frankly I would expect from an
automated system, not a human being that is support to be supporting the
domain registrar's operation. Oh, and the example address they used is
incorrect; RFC 3849 clearly states that the reserved example address is
2001:db8::/32. Sigh.
So, naturally, I replied back and asked them to re-read my original
request, because they did not answer it. They then replied with this:
> Support Staff Response
> Michael,
>
> The .Us registry restrict you from adding this. The .Com registry
> allows it.
> So to clarify, it is the .Us registry that does not allow you to do
> this.
>
> Regards,
> Cole
> ONline support
<sarcasm>Oh, most excellent. The blame game! I almost thought that
corporations stopped playing that game, I hadn't encountered it in a
while.</sarcasm> At this point, I'm downright pissed because I know
better, and boy do I hate being lied to. Even more than hating being
lied to, I hate it when someone who is paid to provide support
disseminates information that they could not have possibly confirmed
before sending, because it is so clearly incorrect.
My reply to this was quite lengthy. If anyone is interested in seeing
its full text, I'll happily send that (in fact, I am seriously
considering posting this whole clusterfuck to the Web somewhere).
Anyway, in it, I basically said that the .us TLD does in fact support
IPv6 glue: they have nameservers on the IPv6 network, and those name
servers have and return AAAA glue records for nameservers listed in
the .us TLD. I included the list of nameservers and their addresses,
and output from ping6 showing that they are indeed reachable. Then I
downloaded the .us TLD zone file so that I could identify the 35 AAAA
glue records in the .us domain. I found those, and found that there are
indeed 35 such glue records, and they belong to a total of 17 domains.
So, I included data for one such domain, 4LL.US, and pasted the output
of dig -t any 4LL.US @J.CCTLD.US showing that indeed there are glue
records present. Then pulled up all the information for the 17 domains
that have glue records, and I found that majority of them had their glue
records created while they were at gkg.net (IANA ID #93). One of those
domains was transferred to GoDaddy, though they came from gkg.net and
apparently their glue also transferred. Well, isn't that nice. I guess
I can have IPv6 glue at GoDaddy, just have to transfer my domain
elsewhere, add it, and transfer it back, right? Too much bloody work.
In response to the long mail I sent them, which contained proof that .us
TLD accepts glue, and pointers to two domain registrars that support it
(gkg.net and gandi.net), and included all the information required for
them to independently validate the proof, they sent this in reply:
> The .Us registry restricts you from adding this. The .Com registry
> allows it.
> So to clarify, it is the .Us registry that does not allow you to do
> this.
>
> If you had any other additional questions or concerns, please feel
> free to let us know.
> If you were in need of immediate assistance please contact our
> Customer Care Dept. @ 1-404-505-8877, they are available 24/7 - 365.
>
> Thank You.
> Josh S.
> Sales/Support
Wait, what‽
What an excellent copy and paste! I am guessing that was their way of
saying "TL;DR".
At this point, I am ready to leave and transfer all my stuff from
GoDaddy to another registrar (looks like gkg.net and gandi.net are my
two choices, though there could be more that I am unaware of: I'd be
interested in anyone who is at a registrar other than those two that
support .us IPv6 glue as well as the others
like .com, .net, .cc, .org…). Erica, however, says, "Try one more
thing. They have a Twitter account, see if that yields a result." So,
I attempted just that. They asked for my phone number, I sent that to
them over a private channel, and they called me about 3 hours later.
So, talking to the poor schmuck who called me winds up with this bullet
point summary:
* They can submit the issue to their development team, but they
cannot provide any sort of status. Apparently their development
team and its manager are completely and totally inaccessible to
their support team (either that is a lie, or they are
horrendously inefficient internally).
* He has seen them implement things within a month in the past,
but honestly expects that to be the absolute minimum. (Why? If
this is more than a simple change in a database table, they are
doing it completely wrong and in a manner which cannot possibly
hope to eventually scale to all domain types).
* Customers are absolutely not allowed to get in touch with anyone
but support.
* Support is not allowed to look at the issue tracking system that
the developers use, so they cannot provide any status at any
point.
* When asked "will you keep me in the loop," he said "I have no
way to do that. To see when it is fixed, keep checking the
site."
* When asked "can I reasonably expect this in 2 to 6 weeks?" he
said, "probably, but I honestly don't know."
Points to the man who called me for at least knowing that it's perfectly
okay to say "I don't know," but by this point I see no hope. Here's
where I stand at the moment:
* GoDaddy does not support IPv6 glue in the .us TLD.
* GoDaddy does not seem to care that they should be supporting
IPv6 glue for all the TLDs they provide domain name sales for.
* GoDaddy doesn't seem to be clueful at all about what IPv6 is, or
why they should give a rat's ass about it.
* GoDaddy won't provide an estimate as to when I will be able to
add IPv6 glue. "Could be 1 month, could be 6," exact quote.
* GoDaddy won't give its customers anything approaching service
until they threaten to leave. Wish I could say that I'm shocked
or surprised or something, but that seems to be the norm across
all bloody businesses in this day and age. No company seems to
care to keep their customers happy. They just work to keep
their customers from being furious, that's all. Two very
different things.
* At least gkg.net and gandi.net provide the service I want, but I
don't know if they provide IPv6 glue universally or just for
select domains.
* gandi.net appears to be more expensive than gkg.net. But I like
their tag line, which is "no bullshit." That said, I don't
believe their tagline. I just think it's cool.
So, that's where I stand. That's where GoDaddy stands.
I wish I could say that I had faith that out there, somewhere, is a
business that knows what it is doing and takes pride in the quality of
its support. But honestly, I can't even trust my own history with
companies to provide insight as to the quality of their customer
service.
What a crazy, careless, fucked up world we live in.
I withdraw my recommendation that anyone use GoDaddy.
— Mike
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