Posts tagged ‘support’ Review / Feedback

If this post would only help one other person with their decision on whether to use for registrar it is worth it!

In my opinion and experience their:

– customer service lacks, no urgency or proper response
– their DNS system is not intuitive at all and hard to understand even for someone working with DNS for many years

Here is my latest message to them, awaiting reply from them on


Dear Sir/Madam,

I would like to lodge a formal complaint about the service I received from your company.
First let me tell you that I have been working with the Internet since they created BBS, I’m no dummy and know what is involved with a transfer, how long it takes etc. (just letting them know so we can skip the usual template reply of you needed to follow this, or wait for that)

I transferred our domain from our other registrar in the hope that we would get better service. (Other registrar failed to notify us via email about our domain expiration)

I initiated transfer on the 25th of Dec and confirmed it . Note the following in your email:
You should experience NO disruption to the service of your domain name, website or emails, and you will be notified once the process is complete.
Our website which brings in about $500 to $1000 per day in leads has been down since the 25th of Dec and is still down as we speak.  Please note that I have warned your staff about taking this further and seeking damages, I’ve had no reply or concern shown in regards to this. I’ve asked for a contact in higher management to get this matter escalated, I’ve had no response, it got completely ignored. Note that you have received all these emails as a ticket is assigned to them. Your staff shows total lack of concern or urgency for a serious situation like this.

NOTE: on the 28th I got an email from May asking to call and renew the domain. See below.

Hello Taco,

Thank you for contacting Customer Support.

Please give us a call to renew it asap.

Telephone number : (08) 9422 0855
(08) 9422 0888
1300 210 210


I called ASAP as I’m sure your records will show and spoke to some Indian guy who said he could not renew it, I said that I was just asked to call and renew it, nothing I said helped. Asking to speak to someone else did not help either, he put me on hold for a while and then he came back on himself several times. Many more emails got exchanged in between then and now, but the most important thing is that TODAY when I called and spoke to someone else, they asked me for my credit card and renewed the domain. WHY COULD THIS NOT BE DONE WHEN I CALLED THE FIRST TIME!

First off, the domain should have never been down as stated in your auto reply email, secondly once May sent me an email asking to call and renew, it should have been renewed, thirdly, when I asked to speak to senior management I should have been given a contact, fourthly, your staff shold have answered my other tickets submitted with concerns and possible solutions to this matter (i.e. canceling the transfer, or asking whom I can contact higher up to get a solution).

I would like to know from you.
1. are you going to resolve this matter before we take it any further?
2. if not, please forward the contacts and addresses for us to forward proof of loss of income and further action

January 2, 2012 at 5:05 am 57 comments

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