After successfully updating about 30 clients’ domain name servers in our domain name portal, one wasn’t letting us change it. Rather than waiting on hold on the phone, I thought it would be easier to start a chat with their online support.

How wrong I was…

If you’re looking to automate your business’s customer service process and utilise AI, by all means do so. But ensure you don’t send your customers around in circles, and ensure they can actually speak to a human when they need to. Otherwise, you will be hurting your brand more than helping!

Here is the conversation that took place with a company who sounds a bit like StopMummy.

Need popcorn? Click here

Hi, this is our virtual assistant!

Tell us how we can help.

GoDaddy does not accept or ask for payment data over chat.  Do not include any payment card information or payment details in this chat.

You at 10:21, May 28:

Hi, i have changed web hosting servers and am unable to update the nameservers for scienceaustralia.org.au I am getting an error “This feature is unavailable for this domain because of its status”

Assistant at 10:22, May 28:

I’m transferring you to our DNS support team to help resolve the issue with updating the nameservers for your domain.

Info at 10:22, May 28:

Thank you for chatting with GoDaddy. We’re experiencing higher than normal volumes. Hang in there. Your estimated wait time is 2 minutes.

vinay0881 at 10:24, May 28:

Hi there, Hope you are doing well, How may I help you today?

You at 10:24, May 28:

Hi, i have changed web hosting servers and am unable to update the nameservers for scienceaustralia.org.au I am getting an error “This feature is unavailable for this domain because of its status”

vinay0881 at 10:24, May 28:

I need some additional information to review this concern. It would be a great help if you could share the screenshot with me so that I could replicate it.

You at 10:25, May 28:

vinay0881 at 10:26, May 28:

I am really sorry to see this. We would request to kindly clear once your browser history, cache, and cookies. Then try to access you in a New Incognito Window/Private browser. I will stay connected on chat for your help. Kindly confirm with me if is it working or not.

You at 10:26, May 28:

ok

vinay0881 at 10:27, May 28:

Okay sure, Take your time and let us know.

You at 10:28, May 28:

ok i quickly tried in edge instead of chrome, but that didnt work

so ill clear history anc cache and then try in incognito

vinay0881 at 10:29, May 28:

Yes you are correct , please try it and let us know.

You at 10:30, May 28:

still getting the same error message

i read in a forum turning the domain lock off might help, but when i tried that i got a similar message: This feature’s unavailable for this domain extension.

vinay0881 at 10:30, May 28:

May I know when did you change the nameservers to another provider?

You at 10:30, May 28:

the name servers haven’t been changed for this domain for several years

but we have a new web hosting server now, and i updated about 30 domains today to the new nameservers and they all worked

its just this one domain that’s coming up with this message

AI Assistant at 10:31, May 28:

Could you please provide me with more details about the message you’re seeing with your domain? This will help me direct you to the appropriate support team.

You at 10:32, May 28:

im not sure what else i can show u? i go to the domain, then click on DNS, then name servers, and then when i click on name servers i get a message “This feature is unavailable for this domain because of its status”

just like in the screenshot i showed u

im not sure if its because a .org.au domain?

AI Assistant at 10:33, May 28:

I’m transferring you to our DNS support team who can help with the issue you’re experiencing with your domain’s name servers.

Info at 10:33, May 28:

Thank you for chatting with GoDaddy. We’re experiencing higher than normal volumes. Hang in there. Your estimated wait time is 1 minute.

gazi at 10:33, May 28:

Hi there! Thank you for reaching out to us. Could you please provide the domain name?

You at 10:34, May 28:

scienceaustralia.org.au

gazi at 10:36, May 28:

Thank you for sharing the domain name. I have sent a one-time code to the registered email address associated with your account. Could you please check your email and provide me with that code?

You at 10:37, May 28:

ok checking now

gazi at 10:37, May 28:

Of course! Take your time, and feel free to let me know when you’re ready.

You at 10:38, May 28:

245813

gazi at 10:40, May 28:

Thank you for sharing the code. I can confirm that the domain is present in your account. Could you please let me know what specific error you are encountering while trying to access the domain?

Now 20 minutes in…

You at 10:41, May 28:

i go to the domain, then click on DNS, then name servers, and then when i click on name servers i get a message “This feature is unavailable for this domain because of its status”

Assistant at 10:41, May 28:

I’m transferring you to our DNS support team to help resolve the issue with your domain’s name servers.

You at 10:41, May 28:

I have updated about 30 other domains today in my portal and haven’t had an issue

I was just told YOU were the dns support team

K Vennela at 10:42, May 28:

Hi there, I hope you are doing great.

Could you please conform your domain name ?

You at 10:44, May 28:

i have told 2 different people already

can you please confirm you are the DNS support team?

K Vennela at 10:46, May 28:

Yes you are connect with Domain Buy Service support team

You at 10:46, May 28:

i was told i had been put through to the dns support team to help my issue

K Vennela at 10:46, May 28:

Sorry DNS support team

You at 10:46, May 28:

i go to the domain, scienceaustralia.org.au then click on DNS, then name servers, and then when i click on name servers i get a message “This feature is unavailable for this domain because of its status”

K Vennela at 10:47, May 28:

To check status of domain from our end could you please help us with domain name .

You at 10:48, May 28:

i did

scienceaustralia.org.au

K Vennela at 10:50, May 28:

Thank you for resharing domain name .

You at 10:58, May 28:

did u need this? 340874

AI Assistant at 10:59, May 28:

I’m here to help! Could you please provide me with a bit more information about what you’re referring to with “340874”? This will help me assist you better.

You at 10:59, May 28:

omg what is going on

where has the dns support gone?

AI Assistant at 10:59, May 28:

I’m sorry for any confusion. Could you please clarify what you need assistance with? Whether it’s a product or service issue, I’m here to help guide you to the right support.

You at 10:59, May 28:

i am getting very angry

i have spoken to 3 people

and havent got any helpful information yet

AI Assistant at 10:59, May 28:

I understand you’re having trouble with DNS support. I’ll connect you to the right team for assistance.

You at 11:00, May 28:

please do

E PRASAD at 11:00, May 28:

Hi there, I appreciate your time for staying connected wth us. Please allow me 2 to 3 minutes so that I can review your previous conversation for better understand about your concern.

You at 11:00, May 28:

thank you, it is actually quite clear, i can summarise it for you again

E PRASAD at 11:00, May 28:

Great! yes please go ahead

You at 11:01, May 28:

I have a new web hosting server and need to update scienceaustralia.org.au domain name servers. But when I go to the domain, scienceaustralia.org.au then click on DNS, then name servers, when I click on name servers i get a message “This feature is unavailable for this domain because of its status”.

Assistant at 11:01, May 28:

I’m transferring you to our DNS support team to help with your name server update issue.

You at 11:02, May 28:

thank you, i have apparently been transferred to DNS support team 3 times, but it seems like i get sales team and then AI assistant again

im getting very frustrated

N Shravya at 11:02, May 28:

Hi there, hope you are doing great. And thank you for being part of GoDaddy.

You at 11:02, May 28:

hi are you from DNS support?

N Shravya at 11:03, May 28:

Let me check the status of the domain and help you

I have shared a 6-digit code to the registered email id could you please help us with that?

You at 11:05, May 28:

checking now

827133

N Shravya at 11:06, May 28:

Thank you for the code.

You at 11:07, May 28:

You’re welcome

N Shravya at 11:10, May 28:

As per checking I see that the current nameservers for the domain are ns1.auserver.com.au and let me guide you to change the nameservers to GoDaddy default nameservers.

You at 11:11, May 28:

i dont want to change them to godaddy’s default name servers

i need to update them to new name servers of my hosting server

You at 11:16, May 28:

are you there?

Assistant at 11:16, May 28:

Yes, I’m here! How can I assist you today?

You at 11:16, May 28:

omg

Assistant at 11:16, May 28:

Is there something specific you need help with? Feel free to share your question or concern, and I’ll do my best to assist you.

You at 11:16, May 28:

where is the person i was speaking to? who was actually the fourth person i was speaking to

Assistant at 11:17, May 28:

I’m here to help guide you to the right support. If you were speaking with someone specific or need assistance related to a previous conversation, could you provide a bit more detail about the topic or the help you’re seeking? This will help me connect you to the correct support team.

You at 11:18, May 28:

are you really? ive had 3 other AI chatbots tell me that, and every time i get passed on to a support person, who asks me the same questions, and i give them the same answer, then they dont help me with my issue, and then go quiet, and then another of you AI bots popup

Assistant at 11:18, May 28:

I’m very sorry to hear about the frustration you’ve been experiencing. Let’s try to make this right. Could you please tell me more about the issue you’re facing? I’ll do my best to ensure you’re connected to the correct support team without any further runaround.

You at 11:18, May 28:

ive heard it all before, im close to moving my domain services elsewhere

Assistant at 11:18, May 28:

I truly understand how repeated issues without resolution can be frustrating. To assist you effectively and avoid any further inconvenience, could you please share the specific details of the issue you’re facing with your domain services? This information will help me to direct you to the most appropriate support team that can address your concerns directly.

You at 11:19, May 28:

I have a new web hosting server and need to update scienceaustralia.org.au domain name servers. But when I go to the domain, then click on DNS, then name servers, when I click on name servers i get a message “This feature is unavailable for this domain because of its status”.

Assistant at 11:19, May 28:

I understand you’re having trouble updating your name servers. I’m transferring you to our DNS support team who can help resolve this issue.

You at 11:19, May 28:

I really hope you do this time, because the first 4 couldn’t

and i really need to pee

An hour has passed…

hello is anyone there?

AI Assistant at 11:22, May 28:

Yes, I’m here! How can I assist you today?

You at 11:23, May 28:

someone actually from DNS support that can help me would be nice? Oh wow, another AI assistant. I was told by your cousin you were putting me through to a DNS support person. Which was going to be my 5th. Aren’t I having a fun day

AI Assistant at 11:23, May 28:

Transferring you to our DNS support team now.

You at 11:23, May 28:

Thank you….

Jatin Sachdeva at 11:24, May 28:

Hi there, Thanks for contacting GoDaddy. May I know the issue you are facing in updating DNS ?

You at 11:25, May 28:

Hi, just before i tell you, i have spoken to 5 AI chatbots and 4 DNS support staff, and no one has helped me.

I am simply trying to update the name servers of a single domain, scienceaustralia.org.au, but I am getting an error message “This feature is unavailable for this domain because of its status”.

Jatin Sachdeva at 11:26, May 28:

Do not worry we will look into the issue and if it is in our hands I will be sharing the assistance and if not I will be sharing the truth without wasting your time.

You at 11:28, May 28:

BRB I need the toilet since your team haven’t been able to resolve my issue in one hour and six minutes, and counting.

Jatin Sachdeva at 11:29, May 28:

Alright, We will sharing a code via text please share it once you have it.

You at 11:30, May 28:

I’m back. The code hasn’t come through yet. I will share it when it appears. And this is the 5th code I’ve provided for your team, by the way

Hopefully you don’t simply disappear like the other 4 support staff, and make me starting chatting to an AI bot again.

135292

Jatin Sachdeva at 11:31, May 28:

Yes and we totally understand you have gone through a long way and be assured we will do our best to assist

You at 11:31, May 28:

You’ll be the first to do that, Jatin. I’m counting on you!

You at 11:34, May 28:

Do you need to know what my issue is?? Or have you read the previous correspondence?

Assistant at 11:35, May 28:

Yes, it would be helpful if you could share more details about your issue. This will help me ensure that I direct your query to the appropriate team for the best assistance.

You at 11:35, May 28:

Who is “Assistant” What happened to Jatin?

Assistant at 11:35, May 28:

I’m here to assist you seamlessly throughout your conversation. If you were previously chatting with Jatin and need to continue with a specific issue, please let me know what it’s about, and I’ll ensure you get the help you need.

You at 11:35, May 28:

Am i going to get passed on to a 6th team member now?

Assistant at 11:35, May 28:

I understand it might be frustrating to feel like you’re being passed around. I aim to connect you directly with the right expert who can resolve your issue without further transfers. Could you please provide me with a brief description of your concern? This will enable me to ensure that the next person is indeed the correct team member to assist you.

You at 11:35, May 28:

I am simply trying to update the name servers of a single domain, scienceaustralia.org.au, but I am getting an error message “This feature is unavailable for this domain because of its status”.

Assistant at 11:36, May 28:

I’m transferring you to our DNS support team to help with updating your name servers.

You at 11:36, May 28:

Ah well that sounds fantastic

Info at 11:36, May 28:

Thank you for chatting with GoDaddy. We’re experiencing higher than normal volumes. Hang in there. Your estimated wait time is 1 minute.

Aashika Jaiswal at 11:37, May 28:

Hi there ! Thanks for contacting us. I would love to assist you today. Can you please share the screenshot of the error ?

You at 11:37, May 28:

Just so you know, i have been on this chat for about an hour and 20 minutes, spoken to 6 chat bots and now you’re the 6th support person Ive been put through to. So i really hope you can help me.

Aashika Jaiswal at 11:38, May 28:

I can Imagine how frustrating this must be for you, I will doing my level best to resolve this issue as fast as possible.

Kindly check your registered email and do provide me the 1 time code.

You at 11:40, May 28:

607340

all the other support people have gone quiet, and then i message them, and i get a new chatbot…i really hope you dont leave me

Aashika Jaiswal at 11:41, May 28:

Yes, we are connected, and I will assist you in getting this sorted out.

To confirm which nameservers would you like to update ?

You at 11:41, May 28:

thank you very much

for scienceaustralia.org.au

From
ns1.auserver.com.au
ns2.auserver.com.au

To
ns1.temerity.com.au
ns2.temerity.com.au

Can u manually organise this? as it is giving me an error when I try

Assistant at 11:45, May 28:

To assist you better, could you please specify what you’re trying to organize? This will help me direct your request to the appropriate team.

You at 11:45, May 28:

omg where has Aashika gone? he promised to fix my issue, and now im back with yet another chatbot

Assistant at 11:45, May 28:

I understand the frustration of having to repeat your issue. I’m here to ensure your concern is addressed promptly. Could you please provide a brief description of the issue you were having, so I can connect you with the right support team?

You at 11:46, May 28:

what’s the point? ive been told that 7 times now, and every time, your support team disappears and i get back to another AI chat bot, i’m sick of this, and will be cancelling all my domains

Assistant at 11:46, May 28:

I’m genuinely sorry to hear about your experience. Let’s make sure we get this addressed properly this time. Since you mentioned cancelling your domains, I’ll connect you with our Billing team to assist with your request and any other concerns you might have. Please hold on a moment while I transfer you.

You at 11:46, May 28:

this is the worst customer service i have ever received

no i dont want to speak with billing team

Assistant at 11:46, May 28:

I’m transferring you to our Billing team for assistance. They will be able to help with your domain cancellation request and address any further concerns.

You at 11:47, May 28:

you calling my bluff hey?

im going, im done

Conversation closed by you

Survey at 11:47, May 28:

Thank you for chatting with us.

You at 11:48, May 28:

Really? That was THE worst experience ever

AI Assistant at 11:48, May 28:

I’m really sorry to hear you had such a bad experience. Can you tell me a bit more about what happened so I can help you better?

You at 11:49, May 28:

Lol another AI Assistant. I spoke with 7 different AI assistants and 7 different support staff, and none of them helped me, and kept disappearing. It has been the most frustrating experience of my life.

AI Assistant at 11:49, May 28:

I’m truly sorry to hear about the frustration you’ve experienced. I’m transferring you to someone who can help address your concerns more effectively.

You at 11:49, May 28:

I dont believe you

Nikita N at 11:51, May 28:

Hi there! Thanks for contacting us. May I know what changes do you want to make on website?

You at 11:51, May 28:

Hi Nikita, i simply want to update name servers for a domain name

But when i do, i get the error message “This feature is unavailable for this domain because of its status”.

But i have spoken to 8 other support staff at godaddy and they all keep disappearing, and im going back to ai chatbots and going round in circles. Ive been online for one and a half hours

No answer, i’m guessing chatbot number 9 is coming my way

Assistant at 11:54, May 28:

It looks like you might need some assistance. How can I help you today?

You at 11:54, May 28:

Whoomp, there he is!

Assistant at 11:54, May 28:

I’m here to help! What can I do for you today?

You at 11:55, May 28:

You can’t help me, your support staff can’t help me. GoDaddy has the worst customer service in the world! Have a nice day

Assistant at 11:55, May 28:

I’m truly sorry to hear you’re feeling this way. We always aim to provide the best service possible. If there’s any specific issue you’d like to address, I’d be more than willing to assist or connect you with the right support team. If you change your mind and need assistance later, don’t hesitate to get in touch. Have a good day!

Conversation closed by you 

Survey at 11:55, May 28:

Help us improve your experience! On a scale of 1 to 5, how satisfied are you with our chatbot?

5 Extremely Happy 😄

4 Happy 🙂

3 Indifferent 😐

2 Unhappy 🙁

1 Extremely Unhappy😞

You at 11:56, May 28:

1 Extremely Unhappy😞

Survey at 11:56, May 28:

Thank you!

You at 11:56, May 28:

T***k you!

Assistant at 11:56, May 28:

It seems there might have been a misunderstanding or a need for assistance that hasn’t been addressed yet. How can I assist you today?

The Aftermath

After 1 hour and 35 minutes and a plethora of AI chatbots and so called “support” team members, I finally gave up, closed down the browser and called GoDaddy phone support.

Pria was very helpful, but the issue isn’t still resolved. Oh, and it’s nearly 2pm now and I haven’t had lunch!

Talk about a hump day!!