Yesterday I had an absurd text chat with a representative of GoDaddy, which hosts my SilverJacket.com website and email server. Over the years, their support has been good, but this chat was practically "Who's on First?" At one point I wondered if I was being trolled, even though it was the day after April Fool's Day. Here is the transcript. To save yourself the 55 minutes I spent, you can just read the blue.
Carol at 14:25, Apr 2:
Thank you for chatting with Sales and Support. This is Carol. How can I help?
Matthew Hutson at 14:25, Apr 2:
Hi Carol. I can't send email to or receive email from a particular address.
[She asks for my PIN.]
Carol at 14:27, Apr 2:
what is the email address?
Matthew Hutson at 14:27, Apr 2:
[email protected]
Carol at 14:30, Apr 2:
thank you one moment please.
Carol at 14:31, Apr 2:
which domain is your email linked to?
Matthew Hutson at 14:31, Apr 2:
I'm using [email protected]
Carol at 14:35, Apr 2:
ok just to clarify. emails from [email protected] is forwarded to [email protected]?
Matthew Hutson at 14:36, Apr 2:
I'm just trying to send messages to or receive messages from [email protected].
Carol at 14:36, Apr 2:
[email protected] is not in associated with your godaddy email.
Matthew Hutson at 14:36, Apr 2:
Correct.
Carol at 14:37, Apr 2:
you might want to check with aol.com directly about your concern. sorry.
Carol at 14:39, Apr 2:
sorry we can only handle the ones that are in your godaddy account. we don't have the settings to check your email [email protected].
Matthew Hutson at 14:40, Apr 2:
Can you tell if his messages to me are hitting the GoDaddy server? Or if my messages to him are being sent out from the GoDaddy server?
Carol at 14:43, Apr 2:
yes his messages from the email [email protected] hits the godaddy server.
Matthew Hutson at 14:44, Apr 2:
Any since 10:10 this morning?
Carol at 14:45, Apr 2:
sorry those records are something that we cannot see on our end it's confidential.
Matthew Hutson at 14:46, Apr 2:
It's confidential whether the emails I sent him left the GoDaddy server?
Carol at 14:47, Apr 2:
yes we have limited access only sorry.
Carol at 14:47, Apr 2:
have you tried contacting aol about your issue?
Matthew Hutson at 14:47, Apr 2:
GoDaddy has limited access to its own servers?
Carol at 14:48, Apr 2:
on our end we are restricted to. i hope you understand.
Matthew Hutson at 14:48, Apr 2:
AOL's website says technical support is for AOL customers only.
Matthew Hutson at 14:48, Apr 2:
Sorry, but I do not understand. GoDaddy has limited access to its own servers?
Carol at 14:49, Apr 2:
you have an aol email address so it means your a customer of aol.
Matthew Hutson at 14:49, Apr 2:
[email protected] is not me
Carol at 14:51, Apr 2:
ok i'm a bit confused now. correct me if i'm wrong. you mentioned that you are unable to send and receive emails from your [email protected] is that correct?
Matthew Hutson at 14:51, Apr 2:
I'm trying to email [email protected], and receive email from him.
Carol at 14:52, Apr 2:
okay. so what email address are you using?
Matthew Hutson at 14:52, Apr 2:
I'm using [email protected]
Carol at 14:53, Apr 2:
ok if your able to send and receive emails from [email protected] what seems to be the issue with your email [email protected]?
Matthew Hutson at 14:54, Apr 2:
Using that account I cannot send email to or receive email from [email protected]
Carol at 14:55, Apr 2:
ok so that means that the email that is not working is [email protected]?
Matthew Hutson at 14:55, Apr 2:
I can send email to other addresses.
Carol at 14:56, Apr 2:
using which email?
Matthew Hutson at 14:57, Apr 2:
[email protected]
Carol at 14:58, Apr 2:
yes, so that means that the email [email protected] is working just fine.
Matthew Hutson at 14:59, Apr 2:
I can't send email to or receive email from a particular address. I'm trying to diagnose if it's a problem with [email protected]. That's why I'm asking about the GoDaddy servers.
Carol at 15:00, Apr 2:
ok what we are trying to determine is which email is not working.
Matthew Hutson at 15:00, Apr 2:
Thank you.
Carol at 15:00, Apr 2:
if your able to send ad receive emails from [email protected] then there is nothing wrong with the email.
Matthew Hutson at 15:01, Apr 2:
Except that I can't send email to or receive email from a particular address.
Carol at 15:01, Apr 2:
which is the [email protected]?
Matthew Hutson at 15:01, Apr 2:
The friend I'm trying to email.
Carol at 15:02, Apr 2:
what is that email address?
Matthew Hutson at 15:02, Apr 2:
It is [email protected], my friend's email address.
Carol at 15:03, Apr 2:
ok let's do a test. i need to send you an email to [email protected] so we'll know where the issue is coming from.
Carol at 15:03, Apr 2:
the email i'm going to use is [email protected]
Carol at 15:04, Apr 2:
email sent to [email protected]
Carol at 15:04, Apr 2:
pelase check.
Matthew Hutson at 15:05, Apr 2:
Got it.
Carol at 15:05, Apr 2:
can you reply to my email please.
Carol at 15:06, Apr 2:
got your email
Carol at 15:07, Apr 2:
so it means that your email [email protected] is working just fine.
Carol at 15:08, Apr 2:
you might want to advise your friend who has the email [email protected] to check with aol.com because your friends email is not receiving and sending emails.
Matthew Hutson at 15:08, Apr 2:
My friend can send email to people other than me.
Matthew Hutson at 15:09, Apr 2:
By your method of diagnosis, his email is working just fine, too.
Carol at 15:09, Apr 2:
that is strange because we tried on our end and your email works just fine.
Carol at 15:10, Apr 2:
so are you saying that you are unable to receive a specific email only?
Matthew Hutson at 15:10, Apr 2:
But something between us is not working. Can you check your servers?
Carol at 15:10, Apr 2:
the email could be in your spam.
Carol at 15:10, Apr 2:
we cannot check the servers on our end.
Matthew Hutson at 15:11, Apr 2:
Any email sent between my address and his address has stopped working.
Matthew Hutson at 15:12, Apr 2:
His messages are not in my spam folder. And I've whitelisted him using webmail.
Carol at 15:13, Apr 2:
have you checked if his email is blocked from our end?
Matthew Hutson at 15:13, Apr 2:
Have I checked if you are blocking him? That's one of the possibilities I'm asking about now.
Carol at 15:14, Apr 2:
we cannot check that on our end.
Matthew Hutson at 15:15, Apr 2:
You can't check if you're blocking people?
Carol at 15:15, Apr 2:
sorry it has to looked at in your actual email address.
Carol at 15:15, Apr 2:
sorry there is no way for us to go in our customers email addresses. you have to check it on your end.
Matthew Hutson at 15:16, Apr 2:
I've whitelisted him using webmail.
Matthew Hutson at 15:17, Apr 2:
So I'm asking what's happening with the servers.
Matthew Hutson at 15:18, Apr 2:
This has not been helpful. I'll try again later.
Carol at 15:18, Apr 2:
sorry i do not see any issues from your email.
Carol at 15:19, Apr 2:
this has to be looked at on your friends email aswell.
Matthew Hutson at 15:20, Apr 2:
Okay. Thank you.
Carol at 15:20, Apr 2:
You're very welcome thank you for chatting Sales and Support. This is Carol. Have a great day ahead!
Fin.
Comments